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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Note: This is a customer to customer forum, I am just a customer. Employees are identified as such.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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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.
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
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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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ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.
For official support call DirecTV Satellite 1-800-531-5000, DirecTV Stream 1-888-429-4023, DirecTV Gemini dedicated 1-888-488-4742, or AT&T 1-800-288-2020.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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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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I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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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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