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Today we were waiting for a tech until 1:30 the appointment was from 8 to noon. Tech call around to tell me that he was far away and I was going to be at least an hour for him to come. At around 1:30 I call him back. His car is broken couldn’t come. If I didn’t call nobody would’ve call me. I ask to talk to supervisor they said is going to take about 2 hours for Hugo the supervisor to call. Is now 9:20 pm an no phone call. Direct tv is this the way you treat customers, then to change to you was a BIG mistake.
shannon02
ACE - Expert
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21K Messages
4 years ago
Techs are still in short supply due to Covid-19.
*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
4 years ago
And almost entirely contracted with local installers and not directv employees
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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Juniper
ACE - Expert
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22.9K Messages
4 years ago
Techs are short staffed because of the pandemic. This means they are stretched thin and can't rearrange techs to cover down and also their supervisor are just trying to stay afloat on everything.
That being said, I agree a call should have been done regarding the appointment would be missed and reschedule needed. Likely that was a contracted tech.
Certainly not how DirecTV treats customers. But remember all employees (company or contractors) are human so can make a bad decision regardless of company intent.
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(Included after every post)
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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ChuckS1
New Member
4 years ago
Blaming poor service on COVID is pure (Edited per community guidelines). I had an appointment today between 12 and 4. Tech was a no show, no call, no e-mail, no explanation.
(edited)
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Juniper
ACE - Expert
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22.9K Messages
4 years ago
Covid has resulted in problems for many companies. Certainly not saying it is the only issue, but it is a big one. Sorry but the pandemic and the affects of it are real.
-------------------------------------------------------------------------------
(Included after every post)
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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ChuckS1
New Member
4 years ago
Still not a reason to let the customer know the appointment won’t be kept and get it rescheduled. Stop making excuses for poor customer service.
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Constructive
Employee
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34K Messages
4 years ago
Chuck 🤦♂️
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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ChuckS1
New Member
4 years ago
So you think this poor customer service is acceptable? I would think that it’s common courtesy that Directv would let me know that the appointment won’t be kept and would reschedule, especially if I took time off from work to stay home. No wonder you’re losing customers.
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shannon02
ACE - Expert
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21K Messages
4 years ago
We are not losing customers, we are customers.
*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
4 years ago
@ChuckS1
Calling if a reschedule to needed would be appropriate. We are not denying it. The fact remains that Covid is still hurting businesses and to claim it has no bearing like you have done is not facing reality. Yes customer support needs to improve, but the pandemic still plays a part.
And we cannot lose customers as we are customers like yourself. You want to make an official complaint on your appointment or reschedule, then call DirecTV.
-------------------------------------------------------------------------------
(Included after every post)
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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