New Member
Why is customer service so horrible?
I moved and needed a new wireless box and they checked my account and it seems I was being charged monthly for equipment I didnt even have. They couldnt hook up my new box because of some issue and the tech told me he would be back the next day to fix the issue.....here we are...2 weeks later and no one has called to set up an appt or come by.....so today I called because my local channels are from my old address. They said they fixed my service address top reflect my new one and i needed to restart my receivers after 30 min. fair enough....9 hours later I am calling because they never fixed it. They said they would call back in 30 min.....its been 45 and no call, no change in address, no compensation....how can customer service be so horrible?
shannon02
ACE - Expert
•
21.3K Messages
5 years ago
Did you put in a move order before the move as that is the only way to change the service address?
0
0
cainsworth
New Member
5 years ago
Yes. Did everything I needed to do
0
0
Juniper
ACE - Expert
•
23.4K Messages
5 years ago
A Movers order updates the service address upon install. If you are receiving old locals from the satellite, then both Designated Market Areas (DMA) are fed by the same satellite. Call DirecTV back and verify the service address is correct. Verify county is current as well, since some areas that matters being on the border of a couple DMAs.
Check www.directv.com/locals to verify what you should be getting for the new address.
Red button reset, or unplugging receiver/DVRs for a minute, can help clear old incorrect data. I would also suggest refreshing service authorizations to make sure they are getting the correct data to begin with. www.directv.com/refresh
Tech saying he would be back next day sounds more like he bailed on the job as that wasn't a DirecTV reschedule. When you speak to customer support, request a Field Service Request (FSR) on the appointment for incomplete work.
Since you have had multiple calls already, when you call this time to get a retention specialist say "cancel" at the voice prompt. Usually they are more experienced then front line agents, plus you can request a supervisor if needed. Verify you are calling the DirecTV number, not AT&T's, for the best chance.
(edited)
0
0
cainsworth
New Member
5 years ago
Believe me I have done everything I needed to do. Doesn’t fix horrible customer service.
0
0
Juniper
ACE - Expert
•
23.4K Messages
5 years ago
We cannot assume you have done "everything" as sometimes someone may suggest something you didn't think or might be a little different then what you've tried. So specific suggestions were given to try and resolve this. If you truly have done all (and I do mean all) that is posted here, then the next step would be a FCC/BBB complaint as hits the corporate level.
These suggestions do not fix customer service and is not intended to. Just trying to help resolve the main issue itself. With short staffing from Covid and increased outsourcing, customer service has taken a further hit (on top of ATT agent's not having the knowledge base like legacy DirecTV agents since the acquisition). So they have a long road ahead of them to get that quality back up.
0
0
cainsworth
New Member
5 years ago
Ok thanks for your input. Too bad it’s been this way consistently the past 12 years.
0
0
Juniper
ACE - Expert
•
23.4K Messages
5 years ago
Sorry you've dealt with similar for 12 years. My own experience has been seeing the decline since the acquisition by AT&T (maybe a little before as agents were apprehensive on the possible of new owner), but before then I found it mostly stellar (still got the odd agent or system issue as nothing is perfect, but it was outside the norm).
I hope their future plans will put priority on addressing system issues or their shortfalls as well as increasing the knowledge base of their in-house agents (alongside less reliance on outsourcing). Will be an uphill battle for them. Just hope the global situation calms down to not continue compounding the problem.
0
0