Tutor
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4 Messages
6 year loyal customer
Canceling service today after 6 years because it seems no one cares about me as a customer. Really could not believe the way I was getting treated by loyalty department at direct tv, and really cannot believe there isn’t anybody to contact about customer service treatment without spending hours on a phone on hold or getting routed in circles
JohnnyDoe
Guru
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77 Messages
6 years ago
What is it that you needed from DIRECTV? What there an issue with service, billing, etc?
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TexasBrit
ACE - Expert
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14.1K Messages
6 years ago
"Loyal customer" usually means you expect a discount and Directv won't give you one. Except in rare cases discounts are for new customers and typically last a year. If Directv routinely handed out discounts to everyone who has been a customer for only 6 years the company would soon be out of business.
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BrianGaunt
Tutor
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4 Messages
6 years ago
business sooner. $150 a month 2 watch 2 channels make no sense, but
apparently the post wasn’t very clear it wasn’t so much about the money as
it was spending hours on hold and getting rerouted to just end up with a
rude service rep. Is what lost my business.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
@BrianGaunt
So is there an issue with actual "treatment", a disagreement about their current policies, a dispute of something on the bill? Too many people think little to no discounts means they are treated badly (it is annoying that our country has gotten such a state of entitlement), but there are legitimate concerns out there.
Though we cannot change your interaction with the prior agents, as experienced customers we can give guidance on many things (billing clarification, technical help with troubleshooting or custom setups, guidance on upgrade considerations, etc.).
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BrianGaunt
Tutor
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4 Messages
6 years ago
Absolutely rude and condescending service reps
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Ok if agents were rude/condescending (not simply giving you answers you didn't want to hear, like a few others around here have complained about) then call DirecTV back. When you get the voice system say "cancel" to route you directly to the retention department as you were already speaking them (and you are to the point of cancelling anyway), and request a supervisor to submit a complaint on the prior agent. It is expected the retention agent will offer to help first (it is there job after all), and is up to you if you want to give them the chance. They can still forward the complaint to their supervisor, or get a supervisor on the phone, after you have handled anything else with them.
Regardless if you still cancel or not, I hope your next interaction goes better. As a note if you still cancel, you are still billed the full service month so something to consider for your actual last day of using the service.
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BrianGaunt
Tutor
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4 Messages
6 years ago
ID number, but why no corporate route or way to contact someone in regards
to the supervisor. To cal back and get someone lesser or equal in level to
that employee doesn’t make since to me? At this point they charged me $200
for cancellation when I wasn’t in a contract and if they charge me $150 for
a month I didn’t use than I will pay it. To not give them the chance to
ruin my credit and will seek outside council. If nothing can be done it may
be worth $350 to be done with it. PS. I have 6 iPhones and 5 apple watches
and Viasat and am currently seeing how much to pay to cancel all of that as
well. Absolutely ridiculous for an employee claiming to be a supervisor to
call any customer a liar and expect continued service with a company that
doesn’t provide a clear avenue for respect ##- Please type your reply above
this line -##
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Regarding the service agreement dispute, there really is only 1 scenario when it is in error. If you received a warranty replacement (like for like box, even if not exact same model number), but was activated as an upgrade instead, then that should be easily disputable as long as the agent reviews the order.
If it is for anything else; Movers Order, upgrade of equipment, adding additional TV, then a order confirmation is sent for review. It details the service agreement, as well as any upfront charges or changes to monthly bill, before the work is done so you still have opportunity to discuss it or close the order if it will not work for you.
As a note, if your account had been suspended at any time (voluntary or not), the suspended time doesn't count. Only active days count towards completing the agreement. Just mentioning as I have seen a few posts over the years where someone tried to suspend their account to get to the end of the agreement and found out the hard way how wrong that was.
This is just general info that seems to apply to most service agreement situations. I cannot say specifically for yours as I have no access to your account to review the specific details.
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