DIRECTV
2
I am a Directv customer service representative. Upon joining the company, we were offered free programming after 90 days of employment. I've exceeded my 90 days and will not, under any circumstance, use Directv. Not even for free. I wish I could personally contact each and every customer and apologize for any inconvenience. I understand your frustrations.
But one thing I'd like to comment on is the way consumers act with us on the phones. We know you're angry and you want your problem resolved. Our system and policies change almost DAILY, without warning, so please be patient with us. I know not every representative you speak with will be courteous and meet your every need but it is very hard to assist a customer who has done nothing but verbally assault you for 15 minutes when they don't get their way.
That being said, here are some tips for the future and/or current Directv customers:
- Firstly, if you're 10 minutes from walking out the door to go to work, or take your child to school, don't call. Call us ONLY when you are HOME, and have more than just a few minutes to spare. We have to go through a very specific process with each call, and I know I personally am not going to let myself get fired because you're about to miss your hair appointment. And if you're at work, we can't troubleshoot your problems with you if you're not in front of your television.
- You aren't under a "contract". Directv refuses to use that term. It's considered a "customer programming agreement" and unfortunately, there's no way around it. You know the fine print 99.8% of people don't read, and hastily sign their names over? That's you signing your "customer agreement." You should have paid more attention. No matter how much you rant, rave and complain, you're screwed for 24 months. You could talk to every supervisor, they'll tell you the saaaaame thing.
(And, no, there is no direct line to the President of the company so please stop asking.)
- So, you bought your receiver from Best Buy. And they told you that you OWN it. No. You don't. It's still considered a "leased receiver" as if you purchased it through Directv. If you deactivate it, it comes back to us. Just a heads up.
- If a representative tells you that you cannot speak to someone else, demand their Internal ID number. That is a lie, and if a customer demands to speak with a supervisor, as a rep, we are REQUIRED to locate one for you.
- If you're looking to upgrade your receivers, be aware you will be locked into ANOTHER 24 month commitment. Even if you are already 13 months into a commitment, from the day that new receiver is activated it starts ALL OVER again. If you're going to purchase an HD receiver, be aware there is a $10/mo charge. A DVR receiver is $6/mo. Also, there are additional receiver fees, which are $5. For example, you have 4 receivers in your home. 2 standard, one HD and one DVR. You're paying $5 for three receivers. (You don't pay monthly for your primary receiver) That's $15. And then you have your HD fee of $10. And, your DVR service charge of $6. That's already $31 just in receiver fees. Sometimes, if the customer is in a rush, or call volume has been high it's very possible the CSR may forget to mention that. They (shouldn't) deliberately withhold that information from you.
- Sure, you're a "loyal customer". You've been with Directv for ten years and paid every bill on time. No, you can't get your programming cheaper. The new customer prices are for NEW customers. There is literally no way around it.
- If you order a premium service (HBO, Showtime, Cinemax, Starz, Sportspack) if you cancel within 30 days there is an early cancellation fee of $10. If you order one or more of those, for God's sake keep it for the 30 days.
- Okay, so you talked to "Jessica". No, you can't speak with "Jessica" again because there are THOUSANDS of Jessica's that work for Directv, ALL OVER THE COUNTRY. I know in my call center specifically there are over 20 Jessica's. Good. Luck.
- NEW CUSTOMERS: If you want your new customer price, submit your rebate. Your first 1 or 2 bills will be normal price, your discounted price starts the day your rebate is processed. Say you activate on June 5, and your rebate doesn't go through until July 12. You are required to pay full price for your first month's bill, but from July 12 of this year through July 12 of next year, you'll be paying the discounted price.
- YOU ARE NOT GUARANTEED LOCALS IN ALL AREAS. There are parts of the United States that simply do not, cannot receive locals. It's all based on where the beams are located. Submit a waiver for Distant Networks if you are not eligible for local channels.
- AS FAR AS INSTALLATIONS GO: Not every technician is selfish and out to take your money. However, some are. If a technician tells you that a custom installation is required and you have to write a check to them personally, DO NOT DO IT. Call Directv IMMEDIATELY. Custom installation fees are to written by check or money order to the name of the exact Home Service Provider your technician works for. I have had several technicians try and pull a fast one on the customer's. Thankfully they were smart enough to call and double check before actually writing it to Joe Smith for $250.
- Please, consider having the Protection Plan. It's $5.99/mo but covers the cost of replacement receivers and/or remotes and offers free service calls. Our equipment is not guaranteed to work forever, and having that option REALLY saves you in the end.
I don't agree with a lot of Directv's policies or their business ethic.
However if you guys would actually ask probing questions before getting your service, or pay attention to that fine print, you could have saved yourself both time AND money. (Maybe save some of your sanity.)
If cable is available in your area, I highly recommend staying with cable and avoiding satellite companies all together.
Please please please be patient with us when you call. I know the automated system is pointless and doesn't work half the time. No, I can't fix it. I know you told the IVR your number was 555-555-5555, but it repeated 555-555-5551 back to you. It's broken. Just keep pushing 0 until you get a CSR.
Good luck <3