This one’s unbelievable. DirecTV’s been saturating the TV with commercials about how much better their customer service is…E-mail thread is below. I love it. I go to the Web site and they just have a phone number that goes to a Russian-speaking IVR. Now, it’s reasonable that they might expect a customer to speak Russian if they’re looking for Russian programming but how’s about an option for English? They do it for Spanish so…
I’ll let that one slide. So, I send an e-mail into customer service asking my simple question. I just want to be sure I’ve got the equipment (hey, now) to receive Russian programming…what do I get? A reference back to the fucking Web site I went to to find out it doesn’t tell me what I needed to know.
I respond back (granted, I’m annoyed so the response isn’t 100% friendly)…and I wait…nothing. I send an even more sarcastic “Hello?” a day later…nothing.
Then, lo and behold, almost two weeks later, I get deletion notifications (I always have read receipt requests turned on)…so, they feel customer service is so important that they just delete anything from customers. I love it.
It makes their TV commercials even more laughable…
This comes after I called in a request to get a replacement for my DirecTivo which was on the fritz. The customer service people I talked to (I talked to three different people) all made it clear I was getting a replacement DirecTivo…they said it was refurbished, which made it understandable given they didn’t use DirecTivos anymore. Right? They might have a bunch of refurbished ones lying around to replace the ones that broke/failed…all in the name of good customer service. What do I get? Their stupid DirectDVR Plus. Sure it has most of the features but it’s still clunkier than the Tivo I was used to. Besides, that isn’t the point, no one told me I was getting one of their pieces of shit DVRs…It’s like when you get a “reasonable replacement” for something…except they don’t tell you until you get it. Fuckers. It’s not like I’ve got a 20-year-old Tivo that doesn’t exist any more.
Whatever…suffice it to say that DirecTV is being hypocritical about their customer service. Ranking higher than cable companies that suck even more doesn’t mean you’re good…it just means you’re the lesser of two evils.
DirecTV deserves a You Can’t Suck Enough nod.
—————————————————————
From: DIRECTV Customer Service [directvcustomercare@directv.com]
Sent: Wednesday, April 30, 2008 3:34 PM
To: Sucker
Subject: Equipment [Reference #: 080430-002218]
—————————————————————
Response (Michael IA. – 100184044) – 04/30/2008 03:34 PM
Dear Mr. Sucker,
Thanks for writing.
We’re proud to offer RussianDirect featuring the best in programming from Russia on four new channels:
C1RW- Channel One Russia Worldwide
Dom Kino
Muzika Prevogo
Vremya
RussianDirect can be added to any base package for just $29.99 per month.
We also offer RTR Planeta, a mix of news and music and sports from Russia This channel can be added to your base
package for $14.99 per month.
Visit our web site at http://directv.com/DTVAPP/packProg/channelChart2.jsp?assetId=1200052 for complete details on
Russian programming.
To receive international programming you will need special DIRECTV equipment, including a 36″ dish and an APG
receiver. Please call our International Programming team at 800-378-5191 for complete details.
Sincerely,
Michael A.
Employee ID 100184044
DIRECTV Customer Service
Make the most of DIRECTV by registering your account on directv.com. You’ll learn about exclusive online promotions,
new features of DIRECTV and the latest programs and packages. Visit www.directv.com/register today.
Customer – 04/30/2008 01:37 PM
I wanted to check and see if I needed any sort of special equipment if I was thinking about adding Russian channels
(the 800 number on your site goes to a Russian-speaking IVR…I don’t speak Russian, my wife does). I believe we have
the standard round dish…
—————————————————————
From: Sucker
Sent: Wednesday, April 30, 2008 3:39 PM
To: DIRECTV Customer Service
Subject: Re: Equipment [Reference #: 080430-002218]
No. As I said, I ALREADY looked at your Web site…the number there takes you to a
Russian-speaking IVR system. I don’t speak Russian.
I have a VERY simple question: do I need different equipment to view those channels if I
choose to subscribe to them?
—————————————————————
From: Sucker
Sent: Thursday, May 01, 2008 4:53 PM
To: DIRECTV Customer Service
Subject: Re: Equipment [Reference #: 080430-002218]
Hello?
—————————————————————
From: DIRECTV Customer Service [directvcustomercare@directv.com]
To: Sucker
Sent: Sunday, May 11, 2008 12:33 AM
Subject: Not read: Re: Equipment [Reference #: 080430-002218]
Your message
To: DIRECTV Customer Service
Subject: Re: Equipment [Reference #: 080430-002218]
Sent: Thu, 1 May 2008 16:52:46 -0700
was deleted without being read on Sun, 11 May 2008 00:32:32 -0700
—————————————————————
From: DIRECTV Customer Service [directvcustomercare@directv.com]
To: Sucker
Sent: Sunday, May 11, 2008 12:33 AM
Subject: Not read: Re: Equipment [Reference #: 080430-002218]
Your message
To: DIRECTV Customer Service
Subject: Re: Equipment [Reference #: 080430-002218]
Sent: Wed, 30 Apr 2008 15:39:02 -0700
was deleted without being read on Sun, 11 May 2008 00:32:40 -0700
END ————————————————————