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My unpleasant experience with the directv agent

Posted on | November 16, 2008 |

How would you react if you will call the customer service of your cable company and the customer service would reply to your inquiry with an insinuation that you know how their system works?

Isn’t it that you call because you don’t know how it works and that you want a detailed explanation?

Whew!! Believe me I had my fair share of helpful and rude customer service reps. And hey, as a reminder, don’t trust the so called ‘paperless billing’ by heart because it’s not as reliable as what you expected.

It’s been 2 months now that we’ve been paying 40% more than what we signed up for our directv and of course I need an explanation with that. Firstly, I don’t have any hard copy on the bill hence I signed up for the freaking paperless billing, I only rely on the billing statement that I have on my online account.

And how would you feel if you only have the SUMMARY of your payment dues as oppose to the itemized and detailed one? Of course you’ll freak out.

So I called the hotline but instead of the cust rep helping me, he insinuate that I know what happened, he even raise his voice on me. How dare you do that to me? I am one of the many whose paying your salary so back off and help me. It’s your job to walk me through.

Base on my calculation, I only need to pay110+ a month but base in your calculation and what I paid for 2 months now, it’s $153+. And how come a simple question of “Can you explain it to me why am I paying $153+ where I know I should be paying lower than this?” makes the customer service representative mumbling and ended up raising his voice on me?

Does this imply that you don’t know how your system works as well?

Let me get it straight directv, I DON’T CARE about the diction and intonation of your customer service representatives AS LONG AS  they know the product they are selling. I need someone to who’s smart and reliable enough to answer my questions. It’s not how fluent in English you speak to me but on how you can assist me on my needs.

The next time you outsource a customer service rep., go get it a reliable one, the one that can lead your company on getting more customers and not throwing your customers out.

Whew, I was really mad earlier. What a waste of money on the company who hired them. And you know what, the only reason why my bill was higher than the usual was that the paperless billing did not work on the first month so we weren’t able to pay on the deadline date and they prompted us for a disconnection. But miraculously the paperless billing worked on the next day and debited our account with the payment due.

See how crazy their system works? This is even without any email or info from them about what happened in our cable account.  We have no idea this was happening, we have no outage in our cable, we’ve been watching shows almost 24/7 until today that I placed my second call and was lucky enough to get a cust rep that reliable.

What a crazy experience I had with directv.

So my advice to all the new directv account holders, keep your eye in your paperless billing and in your account; make sure that you don’t experience what we had because it’s a pain in a butt.

Or else, take the old fashion way, let them send you the bills on snail mail; this way you’re sure that the payment you’ll make would be successful. Plus, you can keep an eye on the charges they’ll charge you.

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Category: Opinion

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