Overseas Customer Service

No. Calls are routed to the next available agent Regardless of their location 

Hello there. DIRECTV wants you to always have the best experience when you contact our customer service. That's why, other than the phone, we have many options for you to contact us, such as social media (Facebook, Twitter, Instagram, Reddit) or here, through chat. English speakers agents will gladly assist you if you have any questions or concerns. For example, I would like to know how can I help you today? DIRECTV is here to help. Andrea, DIRECTV Community Specialist

What do I need to do to contact customer service agents in the U.S.A.?

As a customer located in the U.S.A., is it not my right, as a consumer, to be able to speak with customer service agents located in my own country?

@eurasian3 

Does Direct TV have a number I can call for customer service agents located in our own country, the USA?  

No as like other companies you get the next agent available. You cannot choose anything personal about the agent.

What do I need to do to contact customer service agents in the U.S.A.?

As answered already, you cannot. It is next available when you call.

As a customer located in the U.S.A., is it not my right, as a consumer, to be able to speak with customer service agents located in my own country?

No that is no such right. You cannot choose where agent works, lives, cultural background, family of origin, gender, political affiliation, etc.

You get the next agent available. Simple as that. If you have difficulty understanding the agent (assuming that is not selective hearing), then you either request a supervisor or callback and try the next agent.

When you call, say “cancel service” at the voice prompt. That will cause your call to be routed to a retention agent. That agent could still be located anywhere but I believe retention agents tend to be located in the US. Calling during normal daytime business hours will also help increase the chances of getting an agent in the US.

@sandblaster 

You beat me to it! Agreed 100%, most retention/loyalty agents are from call centers based in the US. 

I have found that other countries do not understand our business culture. For example, when you speak with someone who is an experienced and educated person brought up in the U.S., they often understand their is a resolution to a problem. They understand the chain of command and perhaps how to find someone within the company that understands business models to resolve problems. Foreign countries believe or have the resources to reach out to someone with authority to make decisions and make things happen. They beileve what is the cultural norm, read this script, this is what you say, this is how you do it and that is all. Companies like USAA, Target, Apple for example have support in place and understand cusomer resolution and customer satisfaction. One rep from another country actually told me to hang up and dial "0" (zero) to get a hold of the company operator. I about fell out of my chair. I told him "do you mean the operator of the United States?" I just laughed my butt off. Another time when I asked a guy for his name just to have a personal conversation, he said he name was "Steve". I told him "your'e name is not Steve, what is your real name? I probably should have just played along. Anyway, got to hande this stuff with a grain of salt and decide who you want to do business with. Sometimes I just find a phillipino voice on youtube and play it back to them so they can hear what they sound like. I have been trying to get a $155 refund for 10 months and keep being told the same thing. Just another reason I cut the cord and will never go back. 

@johnnyxray210 

Though you may not agree with using outsourced call centers, it is the norm. Most big companies use them to some degree. And sometimes there is not a resolution you want, just depends on the situation.

As for  the rep's name, you don't get to decide what is or is not their name. With many cultures and accents within the U.S. that could easily has been his legitimate name, even shorten (say Steven, Stephen, or something longer). Yes there has been some agents who have an "Americanized" handle because their name is too hard to pronounce, or just to minimize the hassle dealing with bigots. The point being, you have absolutely no poof or justification to claim that was not his name. And playing back a youtube video back to the rep like you described was way over the line. You don't like speaking with the rep then callback and chance someone else, but don't be a (Edited per community guidelines) about the situation.

If you actually want help and to have a productive discussion then start a fresh thread instead of digging up one from over a year ago. Just keep it appropriate please.