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| - Let me start by saying - I can't speak to the service because we never followed through with the installation. We had been talking for some time about leaving TWC/Spectrum due to the price and on a recent trip to Costco, we spoke to a Direct TV salesperson who was set up there and decided to try it. She was cool (I think her name was Ashley). When we called to set up installation, we were told cable and internet had to be set up on separate days. Ok. Whatever. Inconvenient but not the end of the world.
My fiancé got several emails referencing an installation appt on one day but not the second. He called to speak with a customer service rep. It took forever to get someone on the phone and when he did, it was a disaster. They had to put him on a two minute hold to confirm that he had an account. Then a two minute hold before they could answer his questions about the appts we had scheduled. Then they had to transfer him to someone else who put him on the same crazy holds for no apparent reason. It was ridiculous. We switched and I spoke to the representative, who told me that he had to transfer me to a different department. I calmly told him that this would be the third person we were being transferred to and that we had a very simple question. He told me he understood and would get us to the right person - then the call was disconnected during the transfer. No call back (they had our number). Nothing.
It got worse and went on and on. We called back and were told our two appts had been combined into one, contrary to what we were told when we were making the appts.
The whole thing was such a disaster that we talked that night and decided not to proceed with installation (HULU, Netflix, Amazon Prime - here we come!). My fiancé called the next morning to cancel the appt and after twenty minutes, he couldn't get someone on the phone. He hung up because he had a work appt and then called back again. After waiting an additional fifteen minutes, he finally got someone on the phone and cancelled the appointments. Here is what I need you to know - my fiancé has the patience of a saint. He is literally the nicest person you could ever meet. By the time he called to update me about the process, he was beyond frustrated and irritated. He told me that he forgot to ask a question he and I discussed so I tried to call back. I called customer service and after thirty minutes (and automated messages telling me to call other numbers) I didn't reach anyone. Frustrated, I hung up.
Fast forward to later that day and I got a call from a Direct TV technician who said he was on his way for our installation appt. I let him know there was no longer an appt and we would not be moving forward with Direct TV. So all that frustration my fiancé went through was for nothing.
Basically, the entire thing was a total waste of time. I am just really glad we cancelled prior to installation and aren't tied into a contract with this company. It was, without a doubt, the worst customer service I've ever experienced in my life!
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