Tech No-show

On July 18, 2022, I scheduled an appointment with DirectTV for cable repair because an error code 775 was showing on all the televisions in our home.  The representative provided with with 3 time slots (8am-12pm, 12 - 4pm ams 4 - 6pm) for July 19, 2022.   I choose the 12-4pm on July 19, 2022.  We received a text message on July 19, 2022 stating the repair appointment was scheduled for 4-6pm.  I contacted DirectTV about the wrong time slot and informed the representative I choose the 12-4pm.  The representative apologized for the error and stated that nothing could be done.  So, I had to keep the 4-6pm appointment.  I said fine.  

So, I’m here waiting for the tech to arrived on July 19,2022 for the 4-6pm appointment.  We get a text stating the technician is running behind.  The another text message comes and states the technician should be there between 6:15 -6:45pm.  I said okay.  We are wilting and waiting then her comes another text message stating the technician has arrived at your home around 7:15pm.  I went outside to see if the technician was at our home.  There was NO technician.  A technician HAD NOT ARRIVED AT OUR HOME.  So, I called DirectTV again about my SECOND PROBLEM ON THEIR END.  I received all types of excuses like, the technician was running behind at another home and had to cancel, DirectTV did not have enough technicians so your appointment got canceled, on and on.  I asked the representative why wasn’t a phone call given to the customer (us).  I asked to speak with a supervisor about this issue.  I explained to the Supervisor what happen.  She apologized and started making excuses.  I told her the communication between customer and DirectTV was dropped and DirectTV was doing a horrible job.  Also, I told her I’m was sick of the apologies and excuses and to take ownership of their mistakes. Finally, The Supervisor said DirectTV dropped the ball 

and communication was lost. The Supervisor rescheduled the appointment for July 20, 2022 for 8am-12pm.  My mobile number was inputted to be the contact number to get calls and updates.  They assured me my mobile number would be the contact number and not my Husband and a technician would be out tomorrow (July 20th) between 8am-12pm. 

So, it’s July 20, 2022, I received a text message at 10:48am, letting me know the technician is running behind but will give me a call when he’s on his way.  At 12:11 pm, I received another text message saying, Great News! Your tech is on the way.  See you soon.  To view the status of your appointment, go to dtvappt.att.com/7eab547b.  GUESS WHAT!   NO TECHNICIAN ARRIVED.  MY APPOINTMENT WAS CANCELED BY THE TECHNICIAN.  I contacted DirectTV again.  The representative said the technician was calling me because he was lost and no one answered.  I told the representative I did not received any calls from the technician.  I told her I was receiving the text messages letting me know that he was running late and when he was on his way and that was all.  Also, I told the rep the number that he should hav been call was the 678-232 number.  I told her if I was receiving all of the text messages notifications then why did he call the 678-232 number.  HERE COMES ALL OF THE EXCUSES.  I ASKED TO SPEAK WITH THE SUPERVISOR.  THE REPRESENTATIVE SAID ALL SUPERVISORS WERE ON A CALL AND HER SUPERVISOR WOULD CALL ME BACK.  I HAVE YET TO RECEIVE A CALL BACK.

I had to call DirectTV back.  I was connected to a Supervisor.  WHAT HAPPEN?  ANOTHER APPOINTMENT WAS SCHEDULED FOR JULY 21, 2022 from 8am-12pm.   ANOTHER THING, I GOT MORE EXCUSES AND APOLOGIES.  NO OWNERSHIP, YET AGAIN!!

WE HAVE BEEN A LOYAL CUSTOMER WITH DIRECTTV  FOR TO MANY YEARS FOR THIS TO HAPPEN. EVEN IF WE WERE NEW CUSTOMERS, THIS SHOULD NOT HAPPEN!!

LET ‘S SUMMARIZED:

1.  DirectTV representative gives me the wrong time for my appointment scheduled for July 19.

2.  On, July 19, 2022, THE TECHNICIAN IS A NO SHOW.  Another appointment had to be made FOR July 20, 2022 from 8am-12pm. DirectTV Supervisor guarantees us the technician would show.

3.  On July 20, 2022, NO TECHNICIAN SHOWED.  ANOTHER APPOINTMENT WAS SCHFOR JULY 21, 2022 FROM 8am-12pm.  

POOR CUSTOMER SERVICE!!  POOR COMMUNICATION!!  POOR QUALITY SERVICE!!!

I have a question for DIRECTTV:  you are very quick to disconnect our cable/internet service when we don’t pay our bill, how come when you mess up, a customer can’t receive same day service for your mistakes or a solution to fix the problem.  Instead, the customer gets apologies and excuses and their problem get thrown out the door.  

Sincerely,

A TOTALLY DISAPPOINTED CUSTOMER