Update:
It took them very little time to be almost utterly non-responsive.
I received a two minute call tonight (as promised) from their customer retention supervisor who spoke with the local office who were "willing" to let me have my April 8 date for installation back.
So good of them.
I sent an email to their customer support. Here's their incredibly robotic and "clearly, I didn't read what you wrote" response.
Shocking.
Now, let's see what happens when I call El Segundo tomorrow.
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Subject
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Very serious issues with your handling things
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Discussion Thread
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Response
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04/01/2007 07:05 PM
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Dear Mr. Greenberg,
Thank you for voicing out your concerns regarding the service that you received from us. I sincerely apologize for the inconvenience regarding the installation of your HD DVR receiver. As i checked our records, I see that you already have spoken with one of our phone representatives and it appears that you agreed that your installation will be scheduled on 4/8/2007 between 8 AM to 12 PM.
I'd like to inform you that we do recognize you as one of our most stable and valuable customers that have demonstrated your loyalty to DIRECTV. Since we appreciate your loyalty, I'd like you to know that we take extra steps like putting you on a priority queue when you call in and doing our best for one call resolution regarding your issues to deliver superior service so as to show gratitude for your business.
If you still need assistance regarding this matter, the fastest way to reach our Customer Installation Support Department is to call (888) 355-7530 between 6:05 a.m. and 1:00 a.m. ET every day. In addition, if you have questions on your account, you may also call us at 1-800-531-5000. Our call center is equipped with knowledgeable customer service representatives who can assist you with your concern 24 hours a day, seven days a week.
Thank you again for your patience.
Sincerely,
(NAME REDACTED BY ME)
No waiting. No hold times. Register online at directv.com or use our automated phone system to pay your bills, change services, get technical assistance and much more! Our automated systems are easy to use and you'll avoid most transaction fees.
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Customer
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04/01/2007 03:55 PM
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DIRECTV FEEDBACK MESSAGE
Name: Paul Greenberg
Status:
[Account Number: ]
[Phone Number: 703-330-8607]
Email Address: [email protected]
[Topic Selected: Other]
Details: Folks, On Monday, I'm going to phone your national headquarters due to what I found to be incredibly bad customer service - perhaps the worst I've experienced in my 57 years. Here's a link to my well read blog post that just went up on it. http://the56group.typepad.com/pgreenblog/2007/04/drecktv_the_wor.html . My blog is the number one blog in the CRM industry, winning all awards that have been given and is read by thousands of readers. But your treatment of me - an A-list customer - goes beyond
anything that I could classify simply as rude. It is outrageous and disrespectful and even worse, shows an endemic corporate culture that disdains its own customers. Please read the blog entry because it catalogs the problem (all 28 instances where you did something bad to the customer a.k.a. in this instance, me.). I'm going to speak to the office of your president tomorrow to discuss this. I do expect a phone call from someone on this VERY soon. Less than a week would be a fair time. You really erred in
so many ways its beyond belief. Paul Greenberg
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