Tutor
DirecTV's Customer Service Is Appauling.
I have been a DirecTV customer for over 6 years and my parents have had it for over a decade before that; in which I helped them with their account and problems. Since AT&T took over the website, phone, and every other aspect of customer service and navigation has been absolutely horrid.
On August 15th, 2019 I contacted DirecTV support as I was not getting CBS channels due to a contract dispute (again as they seem to happen every other month). As I was not getting the channels I was paying for in my package I was offered a $15 credit. Fast forward to today, 10/17/19, I received another bill and still no credit on my account. After trying to get through the website several times that was experiencing technical difficulties I decided to call the customer service number. After getting through all the prompts and services AT&T has to even get to DirecTV the automated voice said "Your wait time is...." then disconnected me.
I went back to the live chat which finally worked and connected me to a live customer service representative, expressed the problem, and was told the credit was $10 instead of the $15 I was told in August. I have a screen shot of "Sasha" offering me a $15 credit that was to be applied to my account. I've been in the live chat for well over an hour while the representative is "checking on it". I then asked to speak with a supervisor who is taking even longer.
While waiting I decided to create a forum account just to express how disappointed I am with such horrible customer service.
I would have already switched to Dish Network if they had the YES Network and MSG for local sports. If AT&T / DirecTV customer service doesn't improve I might just switch anyway.
Juniper
ACE - Expert
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22.9K Messages
5 years ago
Chat may be outsourced because of the quality of information provided. Also regular customer support agents (over the phone) apparently cannot see the Chat transcripts.
Alternately you can call DirecTV as normal. Since you are considering switching anyway, when you get the voice system say "cancel" and that will route you to their retention department which is normally staffed by more experienced and capable agents. A one-time credit of $15, though not required as channels can change at any time per Terms of Service (that all providers have a similar clause), I would think would be fairly easy for them.
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Constructive
Employee
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34K Messages
5 years ago
you spent hours on the phone and in chat over a 5 dollar difference?
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Rayfb316
Tutor
5 years ago
DO YOU HAVE A PROBLEM WITH THAT?
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Juniper
ACE - Expert
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22.9K Messages
5 years ago
Well they probably do as from their perspective $5 is not worth that much hassle. But regardless of the problem they may have with it, it was up to you if the $5 was worth it or not.
It is a public forum so they are entitled to give their opinion on the situation.
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Rayfb316
Tutor
5 years ago
There in lies the problem. Bad employees bad customer service. Never mind the fact I'm paying a company ~$100 a month and when they say they're going to do something they don't follow through for two months and only do after so after being contacted again. Meanwhile they're making billions and exporting jobs to India and can't even support a working infrastructure. Is that $5 really worth it?". It must be seeing as how a billion dollar company strung me along for it instead of quickly and easily rectifying the problem like any company with good customer service would.
But no, let's have AT&T employees shame customers on their community forum for calling them on their shady business practices.
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Constructive
Employee
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34K Messages
5 years ago
@Rayfb316 read my signature, i am a customer same as you i do not represent at&t in these forums in any way shape or form, as @Juniper said im entitled to my own opinion as these are public forums not at&t, i did not shame you i simply stated my opinion. but to me 5 dollars isnt worth the anguish of being on the phone for hours but you keep on chasing the 5 bucks out of principle your entitled to do what you feel you need to do.
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Rayfb316
Tutor
5 years ago
Still not resolved. DirecTV used to win awards for their customer service. AT&T is just a horrible company. Their phone system is horrible, their website is broken, and now they're raising rates again? It's no wonder they're hemorrhaging customers. I'm wondering if I'll be able to even cancel my service come January with out having to send them a hand written letter.
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Juniper
ACE - Expert
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22.9K Messages
5 years ago
Networks raise their costs to TV providers year after year. To continue operating at a profit, TV providers have to raise costs accordingly as a result. It is an unfortunate spiral.
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