More DirecTV correspondence

So, after I emailed the “customer service” people at DirecTV, I got this response.

Dear Ms. Collins,

Thanks for writing DIRECTV! I understand that you are concerned about the early cancellation fee that has been charged to the account. I appreciate you taking the time to let us know your mother’s health condition. Please allow me to assist you on this and provide helpful information.

Upon review of your account, I found that you activated your DIRECTV account on 9/18/2010, and agreed to a programming commitment of 24 months. In return, we make sure that you get your money’s worth with unbeatable combination of programming, service and technology at a great value. In addition, DIRECTV significantly discounts the price of equipment and installation, so we ask you to agree to a programming commitment effective when you accept and activate service.

Ms. Draney, we take great care to ensure that the terms  and conditions of our service, including  programming agreements and early  cancellation fees, are disclosed to each  customer prior to activating service. In addition to providing this information in  our advertising and point of sale materials, it is also included in the confirmation  letter sent by DIRECTV after you place an  order for equipment.

For your reference, I have attached a copy  of the confirmation letter that was emailed to you. To open the printable file, you’ll need Adobe Acrobat Reader which you can download from Adobe at www.adobe.com/reader.

Please understand that cancellation of an account before your agreement has ended, will result to an early cancellation fee. Due to this, we are unable to honor your request to waive the early cancellation fee. For more information on  programming agreements, please visit our  website at directv.com/agreements.

Thank you for providing us with the  opportunity to be of service to you, Ms. Collins. We  appreciate your patience and understanding.

Sincerely,

K.

DIRECTV Customer Service

Right about now you are probably going, “What the?” Yeah, me too. Please allow me to assist you? Assist my ass. They don’t want to assist anyone. And it’s all moot, because I did not WRITE them about MY service. I wrote them about my MOTHER and FATHER and the idiocy they were being forced to deal with. So I wrote them back with this:

K,

I am well aware of what I signed with you, and that you have no intention
of giving me the money you took out of my husband’s account.

It does NOT change the fact that DirecTV is ruining their name, very, very
quickly, and using this model (sales oriented, instead of customer and
market-oriented) you can expect to see more and more complaints and more
and more people leaving even though you attempt to tie them to you for life
with chains and contracts drawn in blood.

I am blogging this and it is going viral on my Facebook account. When you
did this to me, it was one thing. When you are trying to DO THIS TO MY
DYING MOTHER, it is completely different, and I won’t stop.

You can read about it here:

www.nataliercollins.com

So, then I got THIS response from a completely different person.

Dear Ms. Collins,

Thanks for writing back.

I understand your concern with regard to the early cancellation fee that was charged to your husband’s account. I am sorry to hear about your mother.

I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 24 hours).  For immediate assistance, please call us at 1-800-531-5000.

At DIRECTV, we’re always working to find ways to provide solutions for our customers for each and every need.

Thanks again for writing. I understand this is important to you, Ms. Collins. We appreciate you bringing this to our attention.

Sincerely,

A.
DIRECTV Customer Service

Of course, I have not actually heard back from ANYONE since I got this placating, we-are-going-to-do-nothing-and-pretend-we-care response.

Why do they even bother? They should just wipe out this entire department, the one they must jokingly call “customer service.” I can see all the execs sitting around using their fingers to denote air quotes whenever they discuss this department.

DirecTV does not offer customer service, and never will. When I was trying to cancel MY service, they offered me Showtime free for six months, and ten dollars off a month. I said, “Why don’t you just add all that up and put the credit on my account?” Yeah, they weren’t doing that. Even though the math made sense.

They are MAKING a ton of money, but I do not look for this to last, because there are so many unhappy customers that sooner or later this policy is going to BITE THEM IN THE PROVERBIAL ass.

DirecTV’s policies are neither moral or ethical, and anyone with half a brain can see this. It is time for someone to stand up to them.

 

 

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About Natalie R. Collins

Natalie has more than 30 years writing, editing, proofreading and design experience. She has written 20 books (and counting), has worked for the Sundance Film Festival, and as an investigative journalist, editor, and proofreader. She embraces her gypsy-heart and is following her new free-thinking journey through life. Follow her as she starts over and learns a bunch of life's lessons--some the hard way.
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3 Responses to More DirecTV correspondence

  1. John Lindsay says:

    I can see I am not alone in the sneaky ways this company works, first there was the case of me finding out that when you upgrade to an HD receiver after you have sign on that your contract will now be extended, two when they increase their prices by adding 4% to my bill – I could not get out of my contract –

    So guess what happens at the end of my contract — see ya

    Like

  2. Cele says:

    It’s a sad comment on the amazingly entrenched, “I don’t give a rusty hoot”, comment on American customer service. My thoughts and prayers for your mom.

    Like

    • First of all, I’m so sorry about your mother!

      As for your issues with Direct TV, that is so frustrating! I have when they clearly haven’t even read your email, and then just give you a bunch of B.S. I think they figure if they run you around enough you’ll just give up, even though you very clearly stated otherwise. Good luck!

      Like

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