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DIRECTV Message Board

  • jeffrowe1965 jeffrowe1965 Dec 12, 2012 4:49 PM Flag

    HORRIBLE Customer Service!!!!!

    I have been a customer for 2 years and have a monthly plan of about $112.00 per month. Had my DVR go out today. I called Customer No-Service and we walked through the "trouble-shooting" and the receiver would not power up. After trying 3 different trouble-shooting techniques, the rep told me the receiver would need to be replaced and all I would have to pay would be the shipping and handling because it is covered under warranty! The cost would be only $19.95 to have a new one shipped to me and how would I like to pay. I told her I have no intention of paying for a new receiver being shipped which is under warranty - she said - "that's policy" - I told her I needed to speak with someone who is a decision maker. She transfers me to her "supervisor" (certainly NOT a decision maker) - he tells me "only having to pay $19.95 is a good deal to swiftly get your new receiver" - I told him I have no intention of paying it shippng cost. HE, as the rep did, state this is policy. He told me "I recommend the maintenance plan of $5.99 per month" - what a joke!!! I told him I wanted a decision maker - he said he could have a manager call me back but would need to "schedule the time" and it would be between 24 and 72 business hours before I heard back. Mind you, the "shipping" would be 48 hours. I asked him if he is willing to lose a customer over a $19.95 shipping fee who has been with you for 2 years, paying over $110.00 per month and NEVER late, he responded are you willing to leave over a $19.95 shipping charge? My response was it is the principle and not the amount of money.

    Needless to say I will be LEAVING and guess what - their savings of a one-time fee of $19.95 will be more than off-set by the revenue loss of over $1,200.00 per Year. This shows you how short-sided idiot supervisors in a customer no-service area are.

    Take it a step further - I can give someone a referral and get $100.00 off the billing yet, when equipment breaks and I need a new receiver - that $19.95 is on ME!

    I highly doubt any of the Corporate folks ever make their way into these posts - I only Hope one does in order to get a sense of how their Customer No-Service may be driving their business!

    If anyone out there has contact info for the corporate suits - please pass on and I will contact them as well.

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