Contributor
Worst Customer Service EVER!!!!
I called directTV because my bill had gotten high and I wanted to see what can be done to bring it down. After waiting for a while, a young lady answered and offered to help. I explained my situation and she said that she could definitely help me. A month later I look at my bill only to see that I was still having the same issue. Apparently the "help" she offered was a one time credit to lower my bill for the one month. I then chose to chat with a representative who told me that he couldn't help me on the chat but that a supervisor would call me to help. Someone did call me but guess what, they couldn't help me. He said I was in the wrong department. He transferred me again. Guess what, after waiting for 20 minutes, that person couldn't help me either. I asked for a manager. They said "no need, you're in the wrong department." They put me on hold again, with no further conversation and transferred me. another 30 minutes later, another person came on the phone who said that they couldn't help me either. I constantly asked for a supervisor or manager but apparently there are none of those in this company. After almost two hours of transfers and excuses, I finally spoke to someone who could help.
I have been a customer of ATT for 15 years and directTV for the last 3 years. This experience had me on the edge of cancelling ALL OF MY SERVICES. The most frustrating experience EVER from a company that I used to love.
mdram4x4
ACE - Master
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6.5K Messages
6 years ago
to lower a bill
1. lower the pack
2. remove rooms
if you want a credit, that may or may not happen. always be prepared to pay full price
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Constructive
Employee
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34K Messages
6 years ago
when promotions run out they run out, im not sure why everyone is surprised after the promotions expire that they have to pay full price.and scream worst customer service when you agreed on it when you signed the contract.there are no promotions for existing customers,promotions are to get new customers not an ongoing price reduction. if they did that they would go broke.
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litzdog911
ACE - Sage
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46.4K Messages
6 years ago
We all got to be new customers once. It's unrealistic to expect those sweet deals to continue forever.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
@Meisele
That first agent took the easy way out for them, caused you a bad expectation, and left it for the following agents to clean up the mess. Providing a one-time credit on a bill is a poor Band-Aid, doesn't resolve the situation, and sets a bad precedence going forward. I absolutely loathe agents who throw money at a customer and think it is a solution.
What should have been done was to review your services with you. Since channels and packages have changed over the years the first thing to check is to see if you are the lowest costing package for what you truly use. After that certainly see if you have any optional services or additional TVs that you aren't using enough to make them worth it. Now though we should always be prepared to pay full cost as discounts are temporary perks, not intended to always be there, but the agent could check to see if there might be special available at that time.
You say you finally got someone who could help, so that is good to hear. If the situation continued with you being on the edge of your rope so to speak, when next you call and get the voice system I would say "cancel" to route you directly to the retention department. Not a guarantee that any specials will be available, but they are normally more experienced agents and from what you described it would be legitimate for them to assist you (in my opinion).
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Meisele
Contributor
6 years ago
totally missed the point of the story but thank you for your opinion.
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Meisele
Contributor
6 years ago
The issue here WAS NOT the removing of services. It was the lack of customer service. All I needed was someone to help me tailor my packages. I had to go through 5 people and 2 hours of wasted time for that to happen.
Thanks for the very obvious advice.
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