Teacher
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7 Messages
How do I escalate an issue to executive?
As there is no longer a "President's Office", am finding it not possible to have my issues resolved. I am a VERY long-term customer, and recently, after updating my DVR/receiver (and HR54), have not been able to use either the "TV Apps" function, OR any of the OnDemand channels. BOTH worked fine before I swapped the receiver, and no amount of resetting or checking did any good. Spent an hour with both a general support person, and then a deeper technical expert, other than having the latter "escalate" my problem and saying "don't call back, someone will reach out to you", got ZERO resolution.
Now, what is TRULY angering is BOTH of these issues I found upon Googling to be well-known, long-term problems (YEARS), and yet neither of the folks I talked to acknowledged this. So, I am paying the large sum of money each month when I am NOT getting the service sold to me.
In the past, have gotten close to changing over to a standard "cable"/internet provider, Xfinity. This just further makes me think time to ditch Directv...
How does one get the attention of anyone higher up?
shannon02
ACE - Expert
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21.3K Messages
5 years ago
You file a BBB complaint.
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spoom2
ACE - Master
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117 Messages
5 years ago
208 S. Akard St. Our main telephone number is (210) 821-4105. (Please note that while AT&T's corporate headquarters are in Dallas, the main telephone number uses a San Antonio area code.)
Address it to office of the president or use Leadership AT&T for the names and board member the address is the same for all. You complaint is reviewed and forwarded to the correct board members rep and will be give to the board member is deemed warranted.
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ebertsj
Teacher
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7 Messages
5 years ago
HUGE thanks...got to the form as easier to do this then call, or send a letter!
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ebertsj
Teacher
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7 Messages
5 years ago
To all, I did contact the "president's" office, and they were super responsive (vs. the "help line" gee, don't know what is wrong, we will escalate...tech came out, and almost immediately said "either SW or box, only thing I can do is replace box"...after an hour of resetting all my stuff (hint to DTV - maybe have a way to keep user inf in the Cloud?). then another 30 hours or so, and previously functionality returned.
Thanks to all, and a word of advice to anyone suffering such outages...try replacing the received!
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