Comments on: DirecTV and How To Eff Up Customer Service in a Recession http://www.intersectionofonlineandoffline.com/directv-and-how-to-eff-up-customer-service-in-a-recession/ thoughts on communications and social media Tue, 09 Mar 2010 14:50:09 -0800 http://wordpress.org/?v=2.8.6 hourly 1 By: Screwed in SC http://www.intersectionofonlineandoffline.com/directv-and-how-to-eff-up-customer-service-in-a-recession/comment-page-1/#comment-3703 Screwed in SC Wed, 08 Apr 2009 03:41:04 +0000 http://www.intersectionofonlineandoffline.com/?p=323#comment-3703 I wish I had read this before last week. Because I'm unemployed, I signed up for DIRECTV to save money from cable. They quoted me $44.99 a month, and didn't mention taxes and a DVR fee that actually brings it to $56.99. I am sure after the 12-month period ends, I will be paying much more than cable for a more lousy service. Also, they asked for my credit card information to run a check, and then charged around $77 for my first month, WELL BELOW THE QUOTED PRICE. When I called to complain, they couldn't explain why they did it, but apologized with a $21 credit. But they refused to reverse the charge. And to top it all off, they sent out a 21-year-old to install my dish. He was scheduled from 12-4, shows up at 5:10 pm, cuts a hole in the wrong side of my roof, works for four hours into the night and then tells me he can't install it and will have to have to reschedule someone else. So I gave up another 3 hours for a guy, who promises me he patched the hole in my roof "and it shouldn't leak." I already have technical problems with the service, problems I never had with cable. STAY WITH CABLE! I wish I had read this before last week. Because I’m unemployed, I signed up for DIRECTV to save money from cable. They quoted me $44.99 a month, and didn’t mention taxes and a DVR fee that actually brings it to $56.99. I am sure after the 12-month period ends, I will be paying much more than cable for a more lousy service.

Also, they asked for my credit card information to run a check, and then charged around $77 for my first month, WELL BELOW THE QUOTED PRICE. When I called to complain, they couldn’t explain why they did it, but apologized with a $21 credit. But they refused to reverse the charge.

And to top it all off, they sent out a 21-year-old to install my dish. He was scheduled from 12-4, shows up at 5:10 pm, cuts a hole in the wrong side of my roof, works for four hours into the night and then tells me he can’t install it and will have to have to reschedule someone else. So I gave up another 3 hours for a guy, who promises me he patched the hole in my roof “and it shouldn’t leak.”

I already have technical problems with the service, problems I never had with cable. STAY WITH CABLE!

]]> By: blue buddah http://www.intersectionofonlineandoffline.com/directv-and-how-to-eff-up-customer-service-in-a-recession/comment-page-1/#comment-3579 blue buddah Sun, 01 Mar 2009 20:42:25 +0000 http://www.intersectionofonlineandoffline.com/?p=323#comment-3579 Extremely annoyed by the increase -- I'm canceling service and going ota tivo hd. Looked into a few dyi options including boxee / appletv, but all were lacking the necessary features to ensure wife acceptance. DTV is truly missing a potential opportunity by not offering a $30 basic low cost al a carte service. Extremely annoyed by the increase — I’m canceling service and going ota tivo hd. Looked into a few dyi options including boxee / appletv, but all were lacking the necessary features to ensure wife acceptance.

DTV is truly missing a potential opportunity by not offering a $30 basic low cost al a carte service.

]]> By: Ike http://www.intersectionofonlineandoffline.com/directv-and-how-to-eff-up-customer-service-in-a-recession/comment-page-1/#comment-3487 Ike Wed, 04 Feb 2009 14:45:01 +0000 http://www.intersectionofonlineandoffline.com/?p=323#comment-3487 I got the same email. However, it does state that if you are already locked into a deal, it won't change until your deal expires. Call them and ask when you are no longer under a service contract. Then politely ask that customer service rep to note on your account that your price should not go up until that time. I got the same email.

However, it does state that if you are already locked into a deal, it won’t change until your deal expires.

Call them and ask when you are no longer under a service contract. Then politely ask that customer service rep to note on your account that your price should not go up until that time.

]]> By: Comcastcares1 http://www.intersectionofonlineandoffline.com/directv-and-how-to-eff-up-customer-service-in-a-recession/comment-page-1/#comment-3485 Comcastcares1 Wed, 04 Feb 2009 04:39:17 +0000 http://www.intersectionofonlineandoffline.com/?p=323#comment-3485 I hope that we can earn you back as Comcast customer. If you change your mind, feel free to contact me. I work for Comcast and I would like to help. Best Regards, Mark Casem Comcast Corp. National Customer Operations We_Can_Help@cable.comcast.com I hope that we can earn you back as Comcast customer. If you change your mind, feel free to contact me. I work for Comcast and I would like to help.

Best Regards,

Mark Casem
Comcast Corp.
National Customer Operations
We_Can_Help@cable.comcast.com

]]> By: Ap http://www.intersectionofonlineandoffline.com/directv-and-how-to-eff-up-customer-service-in-a-recession/comment-page-1/#comment-3483 Ap Tue, 03 Feb 2009 18:25:27 +0000 http://www.intersectionofonlineandoffline.com/?p=323#comment-3483 I have yet to get an email about rate hikes but will keep an eye out for it. Ive been with them for ten years maybe ill be exempt :-). My HD DVR went bad and they are replacing it for 20 bucks. Seems reasonable to me. I guess when you pay your CSRs ten bucks an hour you don't have much $$ for training. I have yet to get an email about rate hikes but will keep an eye out for it. Ive been with them for ten years maybe ill be exempt :-) . My HD DVR went bad and they are replacing it for 20 bucks. Seems reasonable to me.

I guess when you pay your CSRs ten bucks an hour you don’t have much $$ for training.

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