House of Deej
August 21, 2008
Winkie Dink Service
I sort of roared. Okay, so it was a politely cool roar, but I did it, folks! I stood up for myself on something and I'm damn proud of it.
The situation: We have Direct TV and it was most definitely not working. I let it go for a couple of days because I was attacked by a migraine. In the meantime, the cubs had to make do with their Wii and movies if they were in the house.
Today I called to see about getting this fixed. After going through those damn automated voice thingies forever, I finally was able to talk to a tech who walked me through a number of possible fixes. Nothing worked. She then said she'd have to set up an appointment for someone to come to the house. No biggie on that one - I have been paying about five bucks a month on a maintenance plan. All was right with the world - until she dropped the bombshell on me.
"The soonest I can get someone there is September 11th"
Excuse me?!?!?!?! That's THREE f'ing weeks away! I pointed that small fact out and she said it was the soonest appointment available, but I could call another number to see if they could help me. I called.
I explained the situation to them, and again was told there was no possible way anyone could come to fix this until September 11th AND if I didn't snap up that appointment quickly, the next available one would be September 30th!
I asked her if they'd have been willing to give me that much latitude if I called and said the soonest I could pay my bill was that far off. She didn't quite have an answer. I asked why on earth they had me paying a service plan if they weren't planning on providing timely service. Again, no answer.
I called Dish Network to see if they could set up an account for me. It was absolutely possible AND they will be here the day after tomorrow to put in their satelite dish and get my house wired for their service. I went for it.
Then, I called Direct TV back and spoke to customer service. I asked the nice guy that answered how long it would take to have satelite service set up in my area. He assured me it could easily be done within a week. I asked him if Direct Sat was the company they used for installation and service - he said yes, they do both for them. Next I asked him what would happen if I had service with them and a tech needed to be sent to my house - as in how long will it take to get one here.
He said "Oh, we would have someone there within 24-72 hours".
Me - "I guess I should be honest with you. I am currently a customer with Direct TV. I need service, and the soonest YOUR people can get a tech here is on September 11th."
*dead silence while he regrouped*
Him - "Uh, I don't know what to tell you. Have you tried calling our corporate office at 800-we'reassholes" (no, he didn't say the we're assholes part)
Me - "I called that number and every other number I was passed off onto. I have spent TWO hours trying to find someone that can take care of this problem."
Him - "Uh, I pride myself on the fact that we have the highest customer service rating in the business and I've never heard anything like this. You just burst my bubble."
Keep in mind. I know it's not the fault of any of the people answering the phones; I went out of my way to be polite and NOT go off on them. I'm pretty proud of that fact. Even so, I am way pissed at their company!
Me - "Now I need you to do something else for me. Please connect me with whoever I need to speak to so I can cancel my service with you."
Next I had a very nice woman to talk to. Once again I explained the situation and she double checked the service time. Even she sounded a bit stunned at how long they were willing to make me wait. This is where I roared a bit.
I told her I'd called and was told about installation and service as if I were a new customer. Then:
Me - "It seems to me that your company is more than willing to find a way to get someone to my house to set up a complete new system and promise me the moon. However, once you have the account, you stop caring about your clients and have no problem screwing them over. I don't think that's the sign of a company I have any desire to do business with."
Her - "I can see why you are unhappy, but that truly is the soonest anyone could come there to fix this problem."
Me - "Let me just point something out to you. Technically, I could cancel my service right now, then call installation and set up a new account. They would be here to hook up a new system for me AT NO CHARGE, and it would all be done within a week. However, since I am already a client, I have to wait three weeks before I can have service. Do you see the irony in this?"
Her - "I could offer you three free months of Showtime for your inconvenience."
Me - "Do I need to remind you that I don't have any kind of service now? I couldn't WATCH Showtime and, if I wanted Showtime I would have ordered that when I bought my satelite package. Now, I simply want out."
My contract was terminated. I am being reimbursed for my last payment. Dish Network will be here in two days to set up my satelite once again.
I will NEVER do business with Direct TV again. In fact, I think I need to write a letter to corporate. Grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr!
Peace
The situation: We have Direct TV and it was most definitely not working. I let it go for a couple of days because I was attacked by a migraine. In the meantime, the cubs had to make do with their Wii and movies if they were in the house.
Today I called to see about getting this fixed. After going through those damn automated voice thingies forever, I finally was able to talk to a tech who walked me through a number of possible fixes. Nothing worked. She then said she'd have to set up an appointment for someone to come to the house. No biggie on that one - I have been paying about five bucks a month on a maintenance plan. All was right with the world - until she dropped the bombshell on me.
"The soonest I can get someone there is September 11th"
Excuse me?!?!?!?! That's THREE f'ing weeks away! I pointed that small fact out and she said it was the soonest appointment available, but I could call another number to see if they could help me. I called.
I explained the situation to them, and again was told there was no possible way anyone could come to fix this until September 11th AND if I didn't snap up that appointment quickly, the next available one would be September 30th!
I asked her if they'd have been willing to give me that much latitude if I called and said the soonest I could pay my bill was that far off. She didn't quite have an answer. I asked why on earth they had me paying a service plan if they weren't planning on providing timely service. Again, no answer.
I called Dish Network to see if they could set up an account for me. It was absolutely possible AND they will be here the day after tomorrow to put in their satelite dish and get my house wired for their service. I went for it.
Then, I called Direct TV back and spoke to customer service. I asked the nice guy that answered how long it would take to have satelite service set up in my area. He assured me it could easily be done within a week. I asked him if Direct Sat was the company they used for installation and service - he said yes, they do both for them. Next I asked him what would happen if I had service with them and a tech needed to be sent to my house - as in how long will it take to get one here.
He said "Oh, we would have someone there within 24-72 hours".
Me - "I guess I should be honest with you. I am currently a customer with Direct TV. I need service, and the soonest YOUR people can get a tech here is on September 11th."
*dead silence while he regrouped*
Him - "Uh, I don't know what to tell you. Have you tried calling our corporate office at 800-we'reassholes" (no, he didn't say the we're assholes part)
Me - "I called that number and every other number I was passed off onto. I have spent TWO hours trying to find someone that can take care of this problem."
Him - "Uh, I pride myself on the fact that we have the highest customer service rating in the business and I've never heard anything like this. You just burst my bubble."
Keep in mind. I know it's not the fault of any of the people answering the phones; I went out of my way to be polite and NOT go off on them. I'm pretty proud of that fact. Even so, I am way pissed at their company!
Me - "Now I need you to do something else for me. Please connect me with whoever I need to speak to so I can cancel my service with you."
Next I had a very nice woman to talk to. Once again I explained the situation and she double checked the service time. Even she sounded a bit stunned at how long they were willing to make me wait. This is where I roared a bit.
I told her I'd called and was told about installation and service as if I were a new customer. Then:
Me - "It seems to me that your company is more than willing to find a way to get someone to my house to set up a complete new system and promise me the moon. However, once you have the account, you stop caring about your clients and have no problem screwing them over. I don't think that's the sign of a company I have any desire to do business with."
Her - "I can see why you are unhappy, but that truly is the soonest anyone could come there to fix this problem."
Me - "Let me just point something out to you. Technically, I could cancel my service right now, then call installation and set up a new account. They would be here to hook up a new system for me AT NO CHARGE, and it would all be done within a week. However, since I am already a client, I have to wait three weeks before I can have service. Do you see the irony in this?"
Her - "I could offer you three free months of Showtime for your inconvenience."
Me - "Do I need to remind you that I don't have any kind of service now? I couldn't WATCH Showtime and, if I wanted Showtime I would have ordered that when I bought my satelite package. Now, I simply want out."
My contract was terminated. I am being reimbursed for my last payment. Dish Network will be here in two days to set up my satelite once again.
I will NEVER do business with Direct TV again. In fact, I think I need to write a letter to corporate. Grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr!
Peace
posted by DeeJay at 08:46
14 Comments:
Untitled Comment
Huzzah! You are Deeji, and I hear you roar, and raise you a cookie! hehe
Three weeks.. damn. I've only got that much longer until it's 6 years..where the heck has time gone...
P.S. I hate Direct T.V. too. I always had Dish. :)
Untitled Comment
I guess it depends on where you live and what contractor Directv uses in your area. I have Directv and THEY called me to find out if I am having problems with my hd receiver. I told them 'no'. Directv said that my receiver was sending them an error report and would like to send someone at no charge (I don't have the service plan) to check my equipment and make sure all is well. The tech. came out a day later. All was fine with my system. Go figure.
I don't blame for switching providers. Three weeks is unacceptable.
Untitled Comment
What a total pain in the ass, but good for you!!!! I had Dish Network for a few years in Nevada and I loved it. We never had any problems with it all the time that we had it. Enjoy:)
Untitled Comment
Boy, you got them good :) way to go !!!!!
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When we bought our house we were told satellite wasn't allowed. Nothing could go on the rooftops. That was many years ago and I'm seeing them pop up all over the neighborhood now. I don't think the city cares anymore, lol.
Good for you. I changed my cable service because I could never get them to answer the phone, I kept getting a recording.
Untitled Comment
Miss Deej; kickin' it to da man!
I had a similar experience with a mobile phone supplier. When I called to cancel my account, the guy on the other end said, because I'd been with them a certain length of time, I was eligable to have my contract upgraded so I could get the same service for less money. That certain length of time had come two months previous and when I asked why, with the level of pride they show in their ads for sterling customer service, they'd let me pay over the odds for the past two months without informing me I could've been paying less.
He couldn't answer.
Untitled Comment
Gosh, that's long. The longest i once had to wait was a week and that was for the repair of my computer by my brother, free of charge offcourse. :-)
Untitled Comment
I know the reputation of major cable corporations ... but where I live, the cable and internet service is provided by a local non-profit cooperative; I'm one of the directors. We pride ourselves on service; when we get a trouble call, our silver truck is usually out there before the day is over--or else the next day.
Current rates: Basic, $21; midband service, $14; basic broadband service, $20. Just FYI. No digital tier yet.
Untitled Comment
I'm glad you had the patience to put up with it - I probably would just have said, "Oh. Ok then." and waited the three weeks, feeling a bit grumpy but swallowing their shit. :(
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Chica - I know! My jaw dropped at the three weeks thing. I could have dealt with a week, but that time frame was way unacceptable!
Nikkie - That would have been nice. This is the first time I asked for or needed a service call and it was sure a let down from the company. I can't see ever using their services again.
Lisa - One of my best friends has Dish and she's been more than happy with it. I have to laugh though because Dish is actually a few seconds ahead of Direct TV. We notice if we are on the phone during a football or hockey game - she sees the finish of a play while I'm still wondering how it will end!
Windy - Yup! I was rather proud of thinking to call about installation of new service before I called to cancel. Most of the time, I think of things like that AFTER the fact. LOL
Laurie - Maybe they put in that restriction back in the day of those giant home satelites. Those are pretty ugly. There is a guy out by us that has one in his yard that is all overgrown with moss and vines - it's actually kind of cool looking now.
Bebbs - Good for you on that one! You can bet they would never have told you if you hadn't stumbled on it in the first place. I get so frustrated with businesses today that just seem to always put profit out there and forget about the clients they serve. Without us - they have nothing and they really should think about that!
Logis - That was way long! I have never had to wait that long for some kind of service call in my life. I expected a few days or a week - not three weeks!
Dr.Dog - I can't get cable where I live because the lines are not run out here. That's also why I am still living with dial up internet service. I keep hoping "someday"!
Anmi - Oh there is no way I would have put up with that kind of service. I just wasn't sure how I'd handle it when they first gave me the three week time frame. I think it all worked out rather well in the end. : )
Untitled Comment
I have Direct TV too...they suck! We bought our receiver and dish over ten years ago. Back when there was only one satellite provider. I want to swtich to Dish just because how crappy DirectTV's customer service is. We are waiting for our receiver to die first (it's slowly fading now)Then we plan on changing to Dish Network and getting all their equipment.
Have you called your phone company to see if you can get DSL? It's much faster then dial up. I switched to DSL about 5 years ago and love it! It's amazing how much stuff you don't even get to see on peoples blogs and other web sites when you are on dial up. Cable won't ever come to our house either...one of the draw backs to living in the sticks!
Untitled Comment
A few years ago, I basically did the same thing with Dish TV & wound up switching to Direct TV. I've been so fed up with the Direct TV reciever failing to work half the time, as well as the rates increasing, that I recently canceled it. I bought a huge antennae & rotor to go outside & have the converter boxes. Yeah, it sucks not getting some of my fave channels like the sci-fi, but there's so much work on the farm, that tv takes a back seat anymore.
Good for you, for sticking to your guns with those reps! Hope the Dish works out for you. :)
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LMC - I am pretty certain I cannot get DSL here. I called when we moved in, and I have checked a couple of times since then. They keep saying "soon". Yeah right!
LV - Day Two on Dish and it's working well. : ) Of course, Direct TV worked well for a long time too. I have an antennae on the house as well, but we have never used it - it was here when we moved in.
Untitled Comment
I work for a cable company and we would be TOAST if we made our customers wait that long. We get someone out there in 24 hours. That is ridiculous.
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