After settling the mystery charges from the last two months ($188), I called to cancel my account this morning. I didn't want to make the task too complex last week when I wanted to get credit for charges AND cancel... I was afraid the agent might also be chewing gum.
Lo and behold, when I asked if my account balance was zero, I was told that I have a credit in the amount of $83.
Huh?
Well, doing the math in my head and calculating the times when I simply capitulated and paid strange balance accounts to avoid having to threaten a "specialist" with sending a letter to the Better Business Bureau... it kinda works out that I get some dough back and get compensated for the pain in the ass that they've caused me for the last seven months.
Showing posts with label directv. Show all posts
Showing posts with label directv. Show all posts
Wednesday, January 14, 2009
Wednesday, November 12, 2008
Customer Service Bad Karma: Post #847
Yeah, most of my regular readers know that I get terrible customer service. In this economy, as Steve and I were discussing last night, I'm willing to go out and eat or pay for things more so if they go out of their way to help me. Otherwise, I'll drink MY wine at MY condo and pay much less.
Case in point, M&S Grill on KC's Country Club Plaza last night went out of their way to open up a bottle of wine just so I could have a taste of it. I ended up purchasing the bottle, of course I did!
UPDATES:
Case in point, M&S Grill on KC's Country Club Plaza last night went out of their way to open up a bottle of wine just so I could have a taste of it. I ended up purchasing the bottle, of course I did!
UPDATES:
- Yahoo! is going on about 6 months with no response since I told them that I can't FTP to my web site.
- Match.com, when I told them that my email threads were all twisted up with various ladies' profiles, sent me the generic response, which didn't address my needs and has not gotten back to me since they said they would forward it to the tech team. That was about 3 days ago and my subscription has since expired. No need to renew when I can't read email.
- Pizza Hut, oh Pizza Hut, I foolishly tried to redeem the $20 credit that the Area Coach gave to me after an order never arrived. No one that I could reach on the order line could find my credit. I tried three times. In fact, the first guy said that he didn't know what I was talking about and straight up transferred me to another agent. Absurdly ridiculous, which is why I went to M&S Grill instead.
- DirecTV, the bane of my customer service world, after getting transferred all over the country (or so it seemed) and getting disconnected twice, I finally got to a woman that said I was in the right place, but she couldn't help me because I'm not the building owner.
Monday, August 04, 2008
MeasuredUp & CNBC Interview Request
Just received an interview request from the president of MeasuredUp.com, which is one of the customer complaint sites out there that I used during my DirecTV tirade. He says that Donnie Deutsch of CNBC's "The Big Idea" radio show would like to consider me for an interview about the whole thing.
Sure, bring it on. Radio interviews are fun. Well, most of them. The one that I did at 4INFO in the Pittsburgh market via phone from Cali after an all-night work night at around 3am PT was pretty miserable.
Sure, bring it on. Radio interviews are fun. Well, most of them. The one that I did at 4INFO in the Pittsburgh market via phone from Cali after an all-night work night at around 3am PT was pretty miserable.
Big Props to DirecTV
As I awoke this morning, I received a flurry of emails from DirecTV... 6 to be exact. They were micro-credits which in combination add up to the disputed balance on my account. The sixth email, from Joshua D.:
"After reviewing your account and the information you have provided in your emails, I have taken the liberty of crediting your account for the charges between July 1 and July 7."
Last night, I informed them that I was drafting a letter to the Better Business Bureau and they replied quickly with:
"I completely understand your frustration, and I would like to help resolve your issue without having to involve the Better Business Bureau. While our corporate office responds to any inquiries that the Better Business Bureau forwards to us, we encourage our customers to call or write us directly with their concerns."
I tried that, but something... whether the Twitter-tirade, the emails to tech reporters/bloggers, the comments on blogs, the comments on YouTube, my blog or the constant updates on Facebook and Yahoo! Messenger got them to reassess their stance.
As my former employee @kirstensm tweeted last night, "P.S. Note to businesses: don't piss off marketing people. They know how to get the word out."
Now I have to spend some time making sure everyone knows that DirecTV mended my frustration. It's ridiculous that you have to be a squeaky wheel to get good service, but that just seems to be the way of the world these days.
"After reviewing your account and the information you have provided in your emails, I have taken the liberty of crediting your account for the charges between July 1 and July 7."
Last night, I informed them that I was drafting a letter to the Better Business Bureau and they replied quickly with:
"I completely understand your frustration, and I would like to help resolve your issue without having to involve the Better Business Bureau. While our corporate office responds to any inquiries that the Better Business Bureau forwards to us, we encourage our customers to call or write us directly with their concerns."
I tried that, but something... whether the Twitter-tirade, the emails to tech reporters/bloggers, the comments on blogs, the comments on YouTube, my blog or the constant updates on Facebook and Yahoo! Messenger got them to reassess their stance.
As my former employee @kirstensm tweeted last night, "P.S. Note to businesses: don't piss off marketing people. They know how to get the word out."
Now I have to spend some time making sure everyone knows that DirecTV mended my frustration. It's ridiculous that you have to be a squeaky wheel to get good service, but that just seems to be the way of the world these days.
Sunday, August 03, 2008
"DirecTV Would Lose Millions..."
I was explaining the situation to a friend and as I was going back through the conversation with the specialist, I recall her saying that "DirecTV would lose millions of dollars if they removed charges from accounts that didn't renew their suspension in time to avoid the next billing cycle."
Do you see the problem with that statement? Sure DirecTV, you might contact us to help us, but some of us are going to slip through the cracks. Millions? Are you sure that these millions are yours in the first place?
I guess you can drop me in the bucket with the other saps that are giving our money away to DirecTV. In actuality, it's not about the money anymore... it's the principle.
The story continues...
READ THE WHOLE DIRECTV STORY from the start!
Do you see the problem with that statement? Sure DirecTV, you might contact us to help us, but some of us are going to slip through the cracks. Millions? Are you sure that these millions are yours in the first place?
I guess you can drop me in the bucket with the other saps that are giving our money away to DirecTV. In actuality, it's not about the money anymore... it's the principle.
The story continues...
READ THE WHOLE DIRECTV STORY from the start!
Comcast Replies to DirecTV Issue in About 47 Seconds
I'm using a Twitter search RSS feed to reply to everyone that uses "directv" in a tweet. I want to make sure that anyone who is on the fence about DirecTV leans away from it after what they have done to me this week.
READ ABOUT IT!
@comcastcares picked up on my frustration and replied to me about 47 seconds after I starting finding others that agree with me. Their response via Twitter:
"Send an email to my team and let us set you up! We_Can_Help@cable.comcast.com"
Go Comcast, I will keep you in mind.
The story continues...
READ ABOUT IT!
@comcastcares picked up on my frustration and replied to me about 47 seconds after I starting finding others that agree with me. Their response via Twitter:
"Send an email to my team and let us set you up! We_Can_Help@cable.comcast.com"
Go Comcast, I will keep you in mind.
The story continues...
DirecTV's Faulty Policy Logic
(Please feel free to read Part 1 of this saga)
Dear DirecTV,
In the words of your specialist, your reasoning for removing the MLB package because it is "obvious that I wasn't using it since I was under suspension for so long" is contradictory to the reason that you can't "prove that I wasn't using your service" for the period between 7/1-7/7.
Absolutely ludicrous. Do you see the breakdown in logic? Obviously, proof has nothing to do with logic. Proof is based upon what the specialist thinks has been happening.
Let's see... I suspended my service and then changed my postal address to another part of the country. When I did so, I informed you that I was moving across the country and wasn't sure when I'd be able to schedule another installation.
You are telling me that you aren't sure whether I used your service (in fact, your actions dictate that you're adamant that I WAS using your service and that is why you are charging me) for 7 days in July and then called you to suspend it again. But, you are sure I WASN'T using the MLB package and you're cool with removing that charge. How do you figure?
I'll only briefly mention that when I called on 7/7 I was informed by your agent that I would not be billed for those 7 days. I even sat there on the phone with her while she tried and failed to remove the billing several times. I conceded to her word when she told me that she would get back to her manager and figure out how to "trick" the system and remove the charges. According to your specialist, however, because she didn't document her word, I am the one that has to pay up.
Why should I be loyal to you when you can't live up to your own word?
I'll be off to the Better Business Bureau and the FTC now. Thanks. I'll also continue my tirade on blogs, forums, Twitter, Facebook and all of the other places that I know allow me to use my word of mouth power to discredit your organization. It's already working in my own family as I've dissuaded my sister to avoid converting from their 3 receiver, HD/DVR setup that's currently on Time Warner.
All of this over $30? Your losses are adding up.
READ PART3 OF THE SAGA!
Dear DirecTV,
In the words of your specialist, your reasoning for removing the MLB package because it is "obvious that I wasn't using it since I was under suspension for so long" is contradictory to the reason that you can't "prove that I wasn't using your service" for the period between 7/1-7/7.
Absolutely ludicrous. Do you see the breakdown in logic? Obviously, proof has nothing to do with logic. Proof is based upon what the specialist thinks has been happening.
Let's see... I suspended my service and then changed my postal address to another part of the country. When I did so, I informed you that I was moving across the country and wasn't sure when I'd be able to schedule another installation.
You are telling me that you aren't sure whether I used your service (in fact, your actions dictate that you're adamant that I WAS using your service and that is why you are charging me) for 7 days in July and then called you to suspend it again. But, you are sure I WASN'T using the MLB package and you're cool with removing that charge. How do you figure?
I'll only briefly mention that when I called on 7/7 I was informed by your agent that I would not be billed for those 7 days. I even sat there on the phone with her while she tried and failed to remove the billing several times. I conceded to her word when she told me that she would get back to her manager and figure out how to "trick" the system and remove the charges. According to your specialist, however, because she didn't document her word, I am the one that has to pay up.
Why should I be loyal to you when you can't live up to your own word?
I'll be off to the Better Business Bureau and the FTC now. Thanks. I'll also continue my tirade on blogs, forums, Twitter, Facebook and all of the other places that I know allow me to use my word of mouth power to discredit your organization. It's already working in my own family as I've dissuaded my sister to avoid converting from their 3 receiver, HD/DVR setup that's currently on Time Warner.
All of this over $30? Your losses are adding up.
READ PART3 OF THE SAGA!
DirecTV Going Down the Tubes?
Being in the middle of a cross-country move, I suspended my DirecTV service for six months until I could purchase a new residence. And this is where we begin our story...
On a hot mid-western morning, I called DirecTV to extend my suspension for one more month since my condo construction had been delayed (which is a whole different complaint).
“Hi, I’d like to continue my suspension one more month.”
“I can go ahead and restart your suspension from now until August, Sir. But I can’t remove the charge that is already in the system for July.”
“That doesn’t make any sense,” I replied. “You can’t remove a charge for a service that we both know that I don’t have installed anywhere?”
“Yes Sir, that is correct. The system won’t allow me to do that.”
Does anyone else get absolutely peeved when supposedly advanced technology trumps good customer service? This is like closing the grocery store when the power goes out because they can’t open the cash register.
I continued, “I’m sorry, but I just can’t believe that there isn’t some way to remove or credit a customer that has been with you for 7 years. Do you have someone else that I can speak with?”
“I’ll find a manager for you, Sir.”
After a lengthy wait, the service representative returned to the phone and said, “I’ve spoken to my manager and I’ve been informed that I can ‘trick’ the system to remove the charge that has already been billed.”
“Great!” I said.
As I waited for her to remove the charge, she began to complain that it wasn’t working. She tried a number of times, then said, “I can’t get it to work, but I’ll get my manager and we’ll take care of this for you.”
I simply said, “Thanks!” and decided not to bring up the fact that there was a solution to be found where she said none existed. Nor did I say anything else about a billing database that must be “tricked” in order to provide god customer service.
The phone rang. I look at my iPhone and saw that it was an 800 number that I didn’t recognize, so I let it go to voicemail. A few hours later, it was the same number so I answered and found nothing but silence on the other end. A few hours later, it happened again, so I decided to call the 800 number back and see where it was coming from.
DirecTV marketing.
So I decided to visit DirecTV.com to complain about the calls. What did I find when I got there? I found an outstanding balance for the time between the end of the original suspension and when I called to extend it one month. I had been assured that this was going to be taken care of! The charge was about $30.
I sent an email to inform them of their errors. Their reply informed me that I had an outstanding balance from when I’d canceled my account on 7/7. Canceled my account? I never canceled my account, I called to extend my suspension for one month! They also said that it would take 2-3 weeks for the daily 2-3 silent marketing calls to cease.
My reply to their email, which was meant to correct their assertion that I’d canceled my account was returned to me as a bounce back from their server.
What is going on with DirecTV?
So, I sent another email through their web site to re-establish communication.
Here is their response:
“I reviewed your account (150*****) and found that you originally suspended it until 7/1/2008. On that date, your programming and billing restarted automatically. You called us on 7/7/2008 to further suspend your service until 8/7/2008 and your request was processed. The partial month charges for the period, 7/1/2008 to 8/6/2008 are valid.”
The charges are valid? They may be valid to you, May P., but I was informed during an aforementioned call that they wouldn’t exist at all. Apparently, the rep that I spoke to previously never figured out how to “trick” the system properly.
May P. was also kind enough to inform me that:
“I also see that you were charged $42.25 for MLB EXTRA INNINGS. This is the first installment since you have the 2008 MLB EXTRA INNINGS Autorenew Package billed over 4 payments of $42.25. The season is until 9/28/2008. All DIRECTV sports subscriptions automatically renew at a special low price each year and are not refundable once the season starts. The renewal information for MLB EXTRA INNINGS was included on your DIRECTV bill prior to the season starting and we also notify all renewing customers with a letter. Since you did not contact us to cancel prior to the start of the season, we cannot credit, cancel, transfer or refund MLB EXTRA INNINGS.”
This is surely adding fuel to the fire, isn’t it? I’m almost positive that turned auto-renew off of this package last season, but the real point of the matter is that DirecTV wants to charge me for another service that we both know that I’m not using because I don’t have a system installed anywhere.
About 3 years ago I had a similar problem with the MLB package, where I did actually forget to turn auto-renew off. When I called their service department, they had no problem removing the charge. So, I ask, what is going on at DirecTV that they have thrown flexibility and good customer service out the window?
In my reply to May P., I informed her of the ridiculous nature of the above and that I’d like to have both charges for un-used services removed.
A new rep, Margorie P., informed me that:
“A specialist will respond as soon as an agent is available (likely within 24 hours).”
A specialist? First of all, use of the word “suspension” makes me feel as if I’ve done something wrong. Second of all, being informed that my issues would be “taken care of” sounds like they are going to take my account out back and shoot it. With the combination of words that they are using, I feel like a “specialist” is going to show up at my house named Sylvester Stallone and “take care” of me.
I’ll be honest, I like the way DirecTV organizes their channels and I really like the NFL Sunday Ticket. You can’t get the Ticket anywhere else and that causes me to put up with more poor service from them than I would otherwise. However, my new condo is two blocks from a fantastic sports bar and I’ve moved home where I can easily go see my favorite team play a few times per year. Therefore, Sunday Ticket is no longer a big reason to stick with DirecTV so that I can watch my favorite team play each week.
DirecTV has a choice. They are demanding about $80 from me and they can have it. It that continues to be their stance, then it will be the last $80 they get from me. On the other hand, my monthly bill on two receivers, HD and DVR service, plus the Ticket amounts to more than $140 per month. We can all do the math. If they can figure out how to be flexible enough to remove charges for services that I didn’t use, then they can begin to collect $140/month from me again. If they remain inflexible, it will be the last $80 they ever get out of me.
DirecTV, are you listening? It’s your call.
READ PART TWO!
I invite everyone to link to this post!
On a hot mid-western morning, I called DirecTV to extend my suspension for one more month since my condo construction had been delayed (which is a whole different complaint).
“Hi, I’d like to continue my suspension one more month.”
“I can go ahead and restart your suspension from now until August, Sir. But I can’t remove the charge that is already in the system for July.”
“That doesn’t make any sense,” I replied. “You can’t remove a charge for a service that we both know that I don’t have installed anywhere?”
“Yes Sir, that is correct. The system won’t allow me to do that.”
Does anyone else get absolutely peeved when supposedly advanced technology trumps good customer service? This is like closing the grocery store when the power goes out because they can’t open the cash register.
I continued, “I’m sorry, but I just can’t believe that there isn’t some way to remove or credit a customer that has been with you for 7 years. Do you have someone else that I can speak with?”
“I’ll find a manager for you, Sir.”
After a lengthy wait, the service representative returned to the phone and said, “I’ve spoken to my manager and I’ve been informed that I can ‘trick’ the system to remove the charge that has already been billed.”
“Great!” I said.
As I waited for her to remove the charge, she began to complain that it wasn’t working. She tried a number of times, then said, “I can’t get it to work, but I’ll get my manager and we’ll take care of this for you.”
I simply said, “Thanks!” and decided not to bring up the fact that there was a solution to be found where she said none existed. Nor did I say anything else about a billing database that must be “tricked” in order to provide god customer service.
The phone rang. I look at my iPhone and saw that it was an 800 number that I didn’t recognize, so I let it go to voicemail. A few hours later, it was the same number so I answered and found nothing but silence on the other end. A few hours later, it happened again, so I decided to call the 800 number back and see where it was coming from.
DirecTV marketing.
So I decided to visit DirecTV.com to complain about the calls. What did I find when I got there? I found an outstanding balance for the time between the end of the original suspension and when I called to extend it one month. I had been assured that this was going to be taken care of! The charge was about $30.
I sent an email to inform them of their errors. Their reply informed me that I had an outstanding balance from when I’d canceled my account on 7/7. Canceled my account? I never canceled my account, I called to extend my suspension for one month! They also said that it would take 2-3 weeks for the daily 2-3 silent marketing calls to cease.
My reply to their email, which was meant to correct their assertion that I’d canceled my account was returned to me as a bounce back from their server.
What is going on with DirecTV?
So, I sent another email through their web site to re-establish communication.
Here is their response:
“I reviewed your account (150*****) and found that you originally suspended it until 7/1/2008. On that date, your programming and billing restarted automatically. You called us on 7/7/2008 to further suspend your service until 8/7/2008 and your request was processed. The partial month charges for the period, 7/1/2008 to 8/6/2008 are valid.”
The charges are valid? They may be valid to you, May P., but I was informed during an aforementioned call that they wouldn’t exist at all. Apparently, the rep that I spoke to previously never figured out how to “trick” the system properly.
May P. was also kind enough to inform me that:
“I also see that you were charged $42.25 for MLB EXTRA INNINGS. This is the first installment since you have the 2008 MLB EXTRA INNINGS Autorenew Package billed over 4 payments of $42.25. The season is until 9/28/2008. All DIRECTV sports subscriptions automatically renew at a special low price each year and are not refundable once the season starts. The renewal information for MLB EXTRA INNINGS was included on your DIRECTV bill prior to the season starting and we also notify all renewing customers with a letter. Since you did not contact us to cancel prior to the start of the season, we cannot credit, cancel, transfer or refund MLB EXTRA INNINGS.”
This is surely adding fuel to the fire, isn’t it? I’m almost positive that turned auto-renew off of this package last season, but the real point of the matter is that DirecTV wants to charge me for another service that we both know that I’m not using because I don’t have a system installed anywhere.
About 3 years ago I had a similar problem with the MLB package, where I did actually forget to turn auto-renew off. When I called their service department, they had no problem removing the charge. So, I ask, what is going on at DirecTV that they have thrown flexibility and good customer service out the window?
In my reply to May P., I informed her of the ridiculous nature of the above and that I’d like to have both charges for un-used services removed.
A new rep, Margorie P., informed me that:
“A specialist will respond as soon as an agent is available (likely within 24 hours).”
A specialist? First of all, use of the word “suspension” makes me feel as if I’ve done something wrong. Second of all, being informed that my issues would be “taken care of” sounds like they are going to take my account out back and shoot it. With the combination of words that they are using, I feel like a “specialist” is going to show up at my house named Sylvester Stallone and “take care” of me.
I’ll be honest, I like the way DirecTV organizes their channels and I really like the NFL Sunday Ticket. You can’t get the Ticket anywhere else and that causes me to put up with more poor service from them than I would otherwise. However, my new condo is two blocks from a fantastic sports bar and I’ve moved home where I can easily go see my favorite team play a few times per year. Therefore, Sunday Ticket is no longer a big reason to stick with DirecTV so that I can watch my favorite team play each week.
DirecTV has a choice. They are demanding about $80 from me and they can have it. It that continues to be their stance, then it will be the last $80 they get from me. On the other hand, my monthly bill on two receivers, HD and DVR service, plus the Ticket amounts to more than $140 per month. We can all do the math. If they can figure out how to be flexible enough to remove charges for services that I didn’t use, then they can begin to collect $140/month from me again. If they remain inflexible, it will be the last $80 they ever get out of me.
DirecTV, are you listening? It’s your call.
READ PART TWO!
I invite everyone to link to this post!
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