#31 Amber Robinson, Columbus, Ohio
WOW I have to admit I was thinking about leaving you for Direct TV Here is a letter I wrote to Direct TV as a result of what happened….
Dear DIrect TV
Yesterday I contacted Direct TV customer service department and spoke with a lady named Jamila I started off the conversation with Jamila like this. “I have one question and one question only can you beat my current service price that I am paying with WOW.” Jamila asked me about my current service I advised her that I have 2 DVR’s @ standard receivers and internet. The cable service premium channels are HBO and Stars with Encore. I am paying WOW 110 a month for all services. She said she could give me the same service for 96.00 and some change (can’t remember the exact cent amount) I was impressed and signed up.
You were able to come out today and hook up my order. When I came home I noticed that I received only one HD DVR and 3 receivers. I then checked my email confirmation and noticed that my HBO wasn’t listed and stars and Showtime is only good for 3 months also the internet wasn’t in the price list.
Being a little bit optimistic I called to speak with someone and to fix the order issue. I spoke to batch number 1000438173. He told me that I would have to pay and additional 100 dollars to get the DVR and that after 3 months the Showtime and Stars would cost me and additional 24 dollars. Not to mention that he had no idea what my total bill would be with my internet as well. I then asked to speak to a supervisor, he refused to let me speak to one. He also implied that I was making this whole thing up. Which I found really rude, I then asked to cancel he had the nerve to tell me I was giving up and excellent package. I let the gentleman know that I am giving up a package that I didn’t ask for. I asked to cancel again and was transferred to Simon.
Simon started to tell me that I was wrong again and that the package I got couldn’t be the new customer package. At which point I let Simon know I never asked for the new customer package I had no idea what the new customer package was. What I do know is what I and Jamila talked about can you beat what I am currently paying. Simon apologized for the mix up. He canceled my service as I requested.
I would rather pay 10 dollars more for the same service if I it’s with a great company who owns up to what they say they are going to do. For the almost 36 hours with your company. This has left such a bad taste in my mouth. The reality that your sales rep can quote one thing and send another plus nobody make good on the original deal is sad. Accountablity must not be part of your customer promise. I don’t want a handout. I do want great customer service. So I will stick with WOW. They may cost a little more but their call center workers offer customer service. You offer company service. That is where your workers only work for you the company and I the customer am not much more that a phone number to look up my account. I intend to let everyone in my church members, classmates, facebook friends, MySpace friends, family members, and post onto my website CANTHAVENICE THINGS.com a copy of this letter.
Thank you for your time reading this I will sign it the only way you will know who I am….
DIRECTV Account Number: 832XXXX9.
