Teacher
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1 Message
HORRIBLE Customer Service
10/16/2019 is probably my worst customer service experience in my 61 years. All I wanted to do was add ONE HD DVR receiver to my account. I started calling at 11am, received so many different excuses why they couldn't do it (Texas Loyalty Rep - computer went down, manager will complete it & call me, Los Angeles Loyality Rep - I have to transfer you to Tech because I don't know they different receivers, one initial rep wouldn't transfer call to Loyalty Dept.... etc.) 6 phone calls, 6+ different excuses, at least 10 different people and we THINK we have it added but since English was not the sales person's first language we couldn't tell if she was just agreeing with us to get us off the phone or if we are really going to receive the additional receiver. I have been a loyal customer since approx. 1996, I have the Premier plan + the NFL Season Ticket. My account has ALWAYS been in good standing but this is NOT how you treat customers. This is HORRIBLE!!! You should start a forum for GOOD customer service & see if ANYONE can post even ONE good experience. And it is even more angering for your recording to continually tell us how important we are to DTV & how DTV cares when that is TRULY not the case
Juniper
ACE - Expert
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22.9K Messages
5 years ago
There has been issues with their new account system and getting everybody on the same page. There was even mention in another post that they have 4 back-end systems that are not fully communicating as they should be, further exasperating any otherwise small issue.
Once an order is placed for a new HDDVR with scheduling the install appointment you should receive an order confirmation. However with an influx of new agents (and some outsourced), I would verify first what should be the right option for your setup. What are the models of each box you have now? Want to make sure you get the best option for you personally and not what the occasional overzealous agent might offer.
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mtnpeeps
Teacher
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1 Message
5 years ago
* NO ONE is calling Customer Service or sales because they are happy. Everyone knows that they are going to waste about 45 minutes of their time.
* Having the reps continually reassure an already frustrated, angry customer does NOT help the situation. Whoever did the training for the outsourced personnel should be fired. The reassurances are insincere & obviously scripted because I can’t count the number of times I was told “I’m here for you”, I’ve got your back on this”, I can definitely get that completed for you.
* MANY items should be able to be completed online. I knew what I wanted but couldn’t order it. Even with my cell phone plan, I can make changes online to update equipment, add to my plan, etc.
* Do not create a false sense of caring about the customer with a Loyalty Dept. or at least give us some way to get to them without going thru all the automated system prompts, dealing with a 1st level rep who wants to know WHY you want to speak to Loyalty Dept.
* Every single call or chat should automatically get a survey & AT&T should monitor the length of the calls. Many operators sat in silence while they were supposedly doing something on the computer. AT&T is a tech giant – your phone, computer system & online access & webpage should be an example to all other companies. This is really as horrific as calling a government agency or dealing with HP back in the early 2000’s. This company should be FAR more advanced than this.
* Our home is already wired & connected – we only needed the receivers, my husband can connect himself.
Thank you for responding – after I was finally able to find a link to the chat button, “Simon” confirmed the receivers were indeed ordered.
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mtnpeeps
Teacher
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1 Message
5 years ago
@Juniper When you replied, I thought you were an AT&T employee & I thought "wow! Someone really looks at these comments!!" HAHAHAHA!!! I'm so naive!!!
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mtnpeeps
Teacher
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1 Message
5 years ago
So, today we had our HD DVR receiver installed. As soon as the installer arrived, he explained that removing the Genie would not save us any money & explained to how it was good & why it was beneficial for us to keep it. He had to call a Directv to change the order & he ALSO had to talk to the Philippines AND this lady really could barely speak English. And she messed up the change order, fortunately our installer new how to tell her to fix it. The call center lady told us if we have any questions or need help to please call the Directv call center! My husband assured her we will never call the CS line again! But the thing I found interested is all the Chat conversations, all the phone conversations, dates, times, LENGTH of time are all recorded in our file.
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