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| - First off, let me say that I have NEVER had a worst customer service experience that with your company. It all began last Thursday (8/8/13) when my cable went out and was giving me service error 775. I work full-time during the week so I did not have time to call and deal with the issue until Sunday afternoon. Sunday afternoon I call your service help number. I spent three hours on the phone with different departments trying to trouble shoot the issue. Once they realized it was a problem with the satellite and a tech would have to be sent out they told me to call a different number.
I hung up and dialed the new number; 1-877 -288-2888. When I called this number I got a message saying the offices are closed. This was around 4 PM on Sunday MST. "Great, now I have to deal with this during the work week," I thought. Monday morning bright and early I call into to Direct TV to get a tech ordered. After being on hold for an hour and half I finally got through to someone. First he informed me that the offices are open Monday and the phones were having technical issues because he had heard that from several other people. You are a technology supplier and you don't even have phones that work? Wow. Anyways, he asked me all the same questions that I spent three hours the previous day answering and he kept saying it was issue 771, which is incorrect. May 21st, not even 90 days previously I have to have a tech come out for code 771. Now this is code 775. Direct TV can't even go three months without their faulty systems going out!
Next, I was transferred to his supervisor named Chad (ID #SCGS), when once again I had to tell this whole story and issue. Can you please have your employees inform the person they transfer you to what is going on so the customer does not sound like a broken record? Also, make notes of all conversations on the account! Chad told me he would place another order for a new tech to come out later this week. When I informed him that I could no longer wait for a tech or waste anymore of my time and that I wanted to cancel my account he said he totally understood. He took a look at my account and noticed that certain packages, including NFL network were charged to my account. I did not authorize any of those updates and I do not want them! You as a company cannot just charge people's accounts for items they do not order! He refunded those to me, and I pray to god that in the past year I have not been paying for extras that I did not order. This is the shadiest company I have ever dealt with! Chad said because of all of these issues and how infuriated I was that he would cancel my account with no fees associated. He had to transfer me (YET AGAIN!) to an accounts payable representative to actually cancel the account.
He transferred me to Gina in the Tennessee office. I honestly thought things could not get worst, but oh boy was I wrong. Gina was so rude and gave me so much attitude. She informed me it would be over $250 to cancel my account. When I informed her what Chad has said, who transferred me to her and was on the line at the start of the call, she didn't care. I was transferred to Casey (ID# TRG56833) her supervisor. If it's even possible to have a more rude and obnoxious employee, Casey was in fact just that. She spoke over me and was rude and didn't even care what I had to say. At one point she said she was just going to hang up. Is this how you treat all your customers who pay $150 a month for pictures in a box? I was flabbergasted! After speaking with her for well over 30 minutes I had to do anything I could to get away from this company.
I want the charge for my cancelled account removed and I never want to hear from Direct TV again. I will tell all my friends and family to never get service with you. I have had Cox for years and never had issues like this!
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