DirecTv

DirecTv was supposed to have come and done a service call today between 8am -12pm (most of our channels don’t work.) We waited and no one came or called until after the waiting timeframe had come and gone. Since there is ice and snow today (the local schools are closed for the 2nd day) I was prepared for no one to come, but I thought they would at least call us closer to 8am and not after 12pm to reschedule – they did not.

Then we had to deal with some DirecTv Customer Service Representatives (first a regular rep. and then a Supervisor) and both were pretty dumb. They didn’t care that we waited at-home for the technician that never was coming and they told us that DirecTv doesn’t do service calls on Saturdays. The Supervisor eventually changed her tune after we told her that we knew for a fact that DirecTv does do service calls on Saturdays since they came on a Saturday last October. She then said that they were not scheduling any appointments for our area on Saturday because of the weather (I guess sunshine with no precipitation is considered bad weather to them.) After catching her in her lie she gave  us a new appointment for this Monday between 8am -12pm. We asked to be the first service call on Monday since we already waited today (she said she would, but that was probably another lie.)

Then we asked for the Service Call ID Number (so we can look it up online and follow the process) and the Supervisor said there was no such number. I knew she was telling us another lie since I got one last October and their website asks for it when you log into their website. She said she would check and then the phone went to the general automated questions that it asks when you first call them.

The good thing about dealing with these two first representatives is catching them in the middle of their lies and waiting for them to try and cover-up their mistake.

We went through the automated questions again and luckily got a Customer Service Representative from Canada or the US. Right away you can hear the difference in their tone and attitude. The woman listened to what we had to say (both about no one coming or calling about the cancelled service call and about the previous call with the lies.) She apologized for everything (even though it wasn’t her fault she understood she works for the company that was at fault.) She told us that they do make service calls on Saturdays (which we already knew) but that they were not able to schedule anything for our area for this Saturday – while annoying at least she didn’t lie. She confirmed that we were scheduled for the first appointment on Monday between 8am -12pm and even gave us the Service Call ID Number (which the previous rep. claimed didn’t exist.

Now this third DirecTv Customer Service Representative was very professional, didn’t lie to us, apologized and confirmed everything. She deserves to get a promotion while the other two deserve pink slips. Well, now to wait and see if anyone is going to actually show up and fix our issue this Monday (fingers crosses they do.)