Monday, December 6, 2010

My DirecTV experience

(Warning: Rant in progress!)

frustrationEvery year I start my vacation on a bad note with DirecTV. I have been a loyal customer since 2006¸ paying almost $140 per month for this service. Keep in mind, I enjoy DirecTV and the programming we get with it but it is a luxury and not a necessity. When I called DirecTV to put a vacation suspension on my service, they say I need to have a zero balance to put this hold on my service. I just paid my bill in full on 11/19 and do not feel that I should have to pay the full amount in advance on 12/3 just to put a hold on my service. I feel this is a terrible way to treat loyal customers! It is not like I’m trying to get out of paying my bill because I pay my bill in full every month.

The first girl told me that it was impossible to do and got me her supervisor, Vanessa when I asked for her. She also told me it was impossible to do without paying the whole amount so I asked for my service to be cancelled. So, Vanessa passes me on to Solomon. We go through the same song and dance and I still feel that I am treated pretty shabbily when all I want to do is put a vacation hold on my service. I finally ask for the company president’s address and an email to file a complaint. Solomon gave me an address and told me to address to the attention of the “Office of the President” but would not give me a name (which I found out by looking at their website is Michael White, Chairman, President & CEO).

When I asked for an email address, he told me that he couldn’t give me a specific email address but told me to go through the following steps: Go to “DirecTV.com”, click on “About Us,” Click on “Our Company,” click on “Executive Team,” click on Executive Customer Care Contact,” then click on “Ellen Filipiak, Sr. VP of Customer Care.” Why did he have to go spend all that time when he could have just given me that final person’s name and email? I believe they hoped that I would be fed up and give up without cancelling my service! You would think that a company that can turn my service on and off by the touch of a computer should be able to handle this quickly and efficiently.

After all that, when I asked Solomon if he cancelled my service, he acted surprised, like he didn’t know that I still wanted to cancel my service. Finally, twenty minutes after I began this ordeal, Solomon says that he will put a vacation hold on my service but this is a onetime deal only. Again, I feel this is a terrible way to treat a long term customer and should not be made to feel like I’m begging for something that isn’t due to me.

I have to go through this ordeal every year when I want to put a hold on my service. Why do I need to have this aggravation when I start a vacation? I should not have to threaten to cancel my service in order to get good service.

When we return home, we plan to look seriously at this situation to decide if we want to continue with DirecTV. If they don’t value long term, loyal customers, there may a company out there that does want our business. Please let me know if you have a company you have had a lot of trouble with so we don’t put it on our list to consider.

Now it’s time to put this horrible experience on the back burner and go enjoy my vacation!

Posted on the Successful Teaching Blog by loonyhiker (successfulteaching at gmail dot com).

Original image: 'Day 15--Frustration'
http://www.flickr.com/photos/58372737@N00/369649914 by: Brandy

1 comment:

J. Robinson said...

Had a horrible experience with Direct TV just a couple years ago. I was a new subscriber who only had their service 3 days. The reception was so bad and equipment failures that I was only able to watch TV with their service for about 2 hours of that 3 days. They could never get the problem fixed, so I cancelled, but that was not before they charged me a $400 cancellation fee. I considered it severance pay, and will never do business with them again.