Reading the cable stories reminded me of why I wonít ever use Direct TV again. (Warning: this is long)
I was having problem with my satellite signal going out whenever the wind picked up. It finally went out and did not come back, I called Direct TV and they sent out a technician.
I had a two story house, the satellite dish was at the very top of the house, and it caught the wind like a sail. As it turned out, the technician told me the dish should have been anchored with 6 6inch bolts, but it only had 4 4inch bolts, so it had been blown out of alignment. He realigned the dish, secured it with the 6 6inch bolts and all was good.
I called Direct TV and told them I believed I should not be charged for the service call since the problem was a result of an improper installation. The service rep refused to help so I asked for a supervisor, the supervisor refused to credit the account as well. She kept telling me I should have purchased a protection plan which meant a service call was only 20.00
I explained to her I did not believe in the protection plans since they cost 6.00 a month so 72.00 a year. That plus the 20.00 I would pay for a service call, meant the first service call in a year would actually cost me 92.00, as opposed to the 80.00 I had to pay out of pocket.
I told her I did not have a problem paying the 80.00 under normal circumstances, but since my outage was a result of the installation tech not doing his job properly, I did not believe I should have to pay for the service call:
Sup: Sir, if you had purchased our protection plan you would only have had to pay 20.00
Me: Iíve explained why I do not believe your protection plan is a good deal. Your installation technician did a poor job installing my dish, it caused an outage, and I donít think I should have to pay for that.
Sup: Sir you donít know the installation tech did a poor job. The technician that fixed your problem should not have commented on the job the install tech did. Different techs have different methods for installing dishes, so what the first tech did was not wrong.
Me: Do you not have standards for installing a satellite dish?
Me: then I would like a copy of your standards to see if it was done correctly.
Sup: Sir, this is nothing wrong with what he did, I have a dish on my house installed the same way and I donít have any problems with it (yes she really said this)
Me: so if different techs have different methods for installing satellite dishes, if one tech feels one 8 inch bolt is all that is needed to install a dish, from what youíre telling me, this would be acceptable.
Sup: No sir Iím not saying that.
Me: then again, please tell me what your standards are, and please send me documentation on these standards.
Sup: Sir there was nothing wrong with your installation and you are not going to get a credit.
Me: I can see we are going around in circles. Iím not going to continue arguing. I have a year left on my contract, I donít want to pay an early termination fee, but when my contract is up, I will cancel.
Sup: Sir that is your right.
Me: well good by
I cancel a year later, when I call to cancel, now they try to talk me out of it:
Me: Iíd like to cancel
Rep: Can I ask why?
Me: (I explain why Iím cancelling)
Rep: well sir, I see itís been over a year since youíve called concerning service.
Me: I told the supervisor the last time I called I would be cancelling, she didnít care. Was I supposed to call every two months, just to let you know I hadnít changed my mind and I was still going to cancel when my contract was up?
Rep: Sir we have upgraded our service, we have better training for our technicians and I promise you will be very happy with our level of service.
Me: you had your chance last year when I spoke with a supervisor, maybe someone should have a talk with her concerning customer retention, I said I was going to cancel, and now thatís what Iím doing.
Rep: Well, if you want to just live in the past, I guess thereís nothing I can do.
Me: No, there wasnít, and with that last comment, youíve definitely put the nail in the coffin. Weíre done here.