Kelly Barton
July 14th, 2017 Lacey, WA
On June 12, 2017, I contacted DirecTv regarding my future move and set up an appointment for July 1, 2017, to have a technician install equipment at the new address.
On June 30, 2017, I contacted DirecTv regarding my appointment and explained the house was not ready for the technician to install services and re-scheduled for July 11, 2017 from 12p-4pm and asked the representative to add a note to let the technician to try to get to the residence as close to 4pm as they can.
On July 11, 2017, my girlfriend received an email at 8:07am stating that the technician was arriving at the residence between 8:20am and 8:50am. This was unusual since the appointment was scheduled for 12pm-4pm.
On July 11, 2017, at approximately 9:30, I contacted DirecTv and explained what was happening and they saw the note requesting the technician to be at the residence close to 4pm, however, they stated that the appointment was set for 8am-12pm. I explained that was obviously a mistake in scheduling, especially since the note asked for the technician to arrive closer to 4pm. The representative stated that they will “re-schedule” my appointment for the same day, July 11, 2017, for 12pm-4pm.
On July 11, 2017, I left work early to be at my residence waiting for the DirecTv technician. I waited until 5pm when I called DirecTv to see where the technician was. I also went online into the DirecTv chat to speak with someone while on hold on the phone. While on the chat with representative Ryhan, I explained the situation and they stated they could again, re-schedule my appointment for still July 11, 2017, between 4pm and 6pm. I informed the Ryhan that at this time, that's only 35 minutes from now. He confirmed that the appointment is set for July 11, 2017, between 4pm and 6pm. No one showed up for this appointment either.
While still on the phone, I spoke with a representative and they stated that they could only re-schedule the appointment for July 18, 2017. I explained that is not acceptable and will not work. I was eventually sent to the representative's supervisor, Brianna, who basically stated the same thing. I requested a copy of the recorded phone conversation from the June 30, 2017 conversation and she stated that she does not have access to that. I asked to be transferred to someone who does have access and she stated that she can't transfer me to anyone that would have access. I then asked to be transferred to her supervisor, which was Senior Site Manager, Brett. He again stated he does not have access to the recorded conversation and the only thing he could do is re-schedule the appointment for July 18, 2017. I again, explained that appointment does not work and Comcast would be out prior to the July 18, 2017, appointment. This phone conversation last more than 77 minutes and I was transferred around with no assistance except to re-schedule for an appointment a week later that a technician may or may not show up. I ended the conversation by getting the address to DirecTv Office of General Counsel to inform them of this situation and request a copy of the conversation.
Still on July 11, 2017, at 6:30pm, I called DirecTv again to cancel my service due to the technician not showing up again from the confirmed 4pm-6pm appointment. After requesting to cancel my service with the first representative, he transferred me to another department. After once again explaining all the mistakes on DirecTv's part to the new representative, she tried to re-schedule my appointment. She also stated that I had an appointment scheduled for July 18, 2017 between 8am-2pm. I informed her that I never agreed to that appointment and that I wish to cancel my service. She then transferred me to the Loyalty Department and I spoke with Daisy. After explaining the circumstances once more, Daisy was able to give DirecTv another chance and scheduled an appointment for July 13, 2017 between 12pm and 4pm. In total, this conversation with all the representatives took more than 58 minutes.
July 13, 2017, at 12:42pm, my girlfriend received an email stating that the technician was on his was and will arrive at the residence between 1pm and 1:30pm. At 1:03pm, I received a call from a DirecTv dispatcher stating that the technician is at the listed residence, but the occupants do not know me. This was my old address and I informed the dispatcher of the new address and the technician arrived shortly thereafter. Upon arriving at approximately 1:15pm, the technician, J.O., stated that he was here for technical issues. I informed him that it was supposed to be for move and complete install of the system. J.O. stated that his work order was incorrect and he had to call dispatch. He spoke with his dispatcher and stated that he couldn't perform the install due to the incorrect work order and that he would speak to his supervisor and be here at 8am to perform the install.
July 14, 2017, at 8:42am, I called DirecTv to cancel my service due to consistent errors and unable to get the service installed on multiple attempts. I spoke with the first representative, Esperanza, and after having to have her repeat what she was saying multiple times due to lack of her English-speaking ability, she transferred me to Sherrie. After 15 minutes of explaining what was going on, Sherrie tried to arrange to have the installation department call me within an hour to see if there is an appointment for today. I informed her that this was unacceptable due to already having previous appointments, confirmation of the other appointments and still they did not show up. So, a phone to call to inform me of a possible appointment date and time isn't going to work and that I need to be disconnected from the service. Eventually, at 9:01am, Sherrie stated that the service was disconnected.
To me, this is all unacceptable and terrible customer service. Due to the lack of follow-through and mistakes on DirecTv's part, I will be requesting to have my early termination fee waived.
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