Contributor
Multiple Chats With Lying Representatives
I am getting ready to contact a local news station's investigator to look into what I believe has been lying, fraudulent behavior on the part of chat representatives with DirecTV. I had been having intermittent problems with my DVR and have been eligible for a very long time for a new one free of charge. I chatted with rep #1 on Friday early morning...very friendly, promised me that a tech would be here between 8AM and noon on the next day (8/24). I was told by here to expect a confirmation email, text message and call, none of which came by late morning. On the website (which is one of the worst I've ever dealt with since AT&T took over) no appointment was showing. I got another chat rep who said that he could see the appointment and he would escalate the request to get me confirmations (supposedly from another department), none of which happened. My last chat was Friday evening, supposedly a "floor supervisor", who apologized and assured me both that the two reps would be dealt with, as well as getting me a credit on my billing for the inconvenience. Then he kept me waiting and waiting, supposedly to set up an appointment between 8 and noon for this morning since now supposedly nothing was even available for Saturday. Well, guess what...…once again no confirmations of any sort and nothing on the website. The last straw was a final chat attempt yesterday (Sunday); each one of them transferred me to another rep under the guise of "not the right department rep)….I let that happen for 4 or 5 times until I shut it down! I believe that DirecTV/AT&T are lying to customers so as not to allow us a replacement DVR so that they can further line their pockets with robbing us blind. Since reps have no cause to do this to customers, it has to be a company mandate. DirecTV used to be a great company with really good customer service.....AT&T has turned them into a joke....except that I, for one, am NOT laughing. Obviously I will also be actively seeking to terminate my service and transfer my business to another provider....assuming that I can even get a rep to actually do that!!!
DIRECTVhelp
Community Support
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255K Messages
6 years ago
Hey, @notstreep1.
Let us see how we can help!
Since this is account specific, we'll have to continue this conversation in a Private Message (PM).
Check your forums inbox by clicking the envelope at the top of the page, look for a message from ATTCARES, and respond with the requested information.
We look forward to assisting further!
Ramses, AT&T Community Specialist
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
@notstreep1
A warranty replacement and being eligible for a free upgrade are 2 different things.
If box needs to be replaced for warranty issue, then just $19.95 delivery, or covered if you have their optional equipment protection plan. Rarely would this need a service call, unless you have an old non-SWM setup that would need some updates to be compatible.
An optional upgrade of equipment usually requires a tech as not often it is a simple swap. Big difference from a warranty replacement is an upgrade comes with a 24 month agreement.
So what model of DVR do you have that needs replacing?
If you didn't get a order confirmation, I would first check to make sure the contact email on file is correct (no typos) to make sure you don't miss important information. But if email is correct, then no confirmation suggests no order placed which is either agent error or an issue with the big migration from the old account system to the new one they have been doing this year.
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NOThappycus
Contributor
5 years ago
I agree with you! My problem is the constant changes in my bill, HUNDREDS of dollars more each month! What the heck is going on? [Edited to comply with Guidelines]
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notstreep1
Contributor
5 years ago
Not sure how a bill can go up hundreds of dollars each month without being a mistake; I assume you contacted them to get it fixed? Not that I trust contacting anyone since my episode. I would call rather than chat. As for contacting a network TV investigator, I thought of that, but then decided it wasn't worth extending the stress of the situation. Plus, you're the only one who has responded, so not sure how we'd get enough "victims" to make it worthwhile. But if you pursue it, and get something going, I'd be interested. Thanks for your message.
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