Second email exchange with DirecTV - Thursday, March 14

Email from me to DirecTV on Thursday, March 14th.

Email #4

Hi - I've been trying to get in touch with a system operator who can adjust my dish since Monday. I have called and emailed DirecTV repeatedly, and tried numerous system operator phone numbers without being able to set up an appointment (or speak to anyone in most instances). Can you PLEASE let me know who to call, or let me know when I will be contacted. I was told on Tuesday via email by Lance L (ID 446951) that I "should be contacted very soon by the System Operator". I have yet to be contacted. This is one of the worst customer service experiences I have been through in my life. I understand appointments may not occur immediately, but it should not take this long to merely schedule an appointment, or speak with someone who can schedule an appointment.
If my dish is ever fixed, please let me know what steps will be taken, if any, to retain me as a customer. I had planned to renew a 2-yr deal, but now I am leaning towards finding a new provider when my contract expires this year.

Here is their response:

Thank you for writing. I understand you need to relocate your dish.

For your convenience, I have forwarded your email to our Account Resolution department for special handling. A specialist will respond as soon as an agent is available. For immediate assistance, please call us at 1-800-531-5000 from 8:00 AM to 1:00 AM ET daily.

DIRECTV is determined to provide you with the quickest resolution to whatever technical issues may arise. We always strive to go above and beyond when we can as we are fully dedicated to assisting our customers in any way possible.

Again, thank you for writing, Mr. Steele. We respect your time, and we will get back to you as soon as we can.

Return to full story