DirecTV: Profitability vs. customer care.
A DirecTV customer review by GetHuman user GetHuman-mswmls from November 29th, 2017
Background on GetHuman-mswmls's case
GetHuman: GetHuman-mswmls - can you tell our other DirecTV customers when your case took place?
GetHuman-mswmls: Yes I can. It was evening, on November 26th.
GetHuman: Did you reach out to DirecTV, and if so, how?
GetHuman: And which of these common DirecTV customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-mswmls a list of common DirecTV problems)
GetHuman-mswmls: "Cancel service" was why I was trying to call.
GetHuman-mswmls's review of DirecTV customer service
GetHuman: So how would you sum up your experience for GetHuman's DirecTV customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-mswmls: Profitability vs. customer care.
GetHuman: Can you tell the rest of us a bit more from what happened on 11/26/17?
GetHuman-mswmls: Management principles based on false logic, i.e. Everyone will go paperless! Profit margin is the logic used... Info for necessary communications on any subject was totally screwed up* wrong telephone * initially used... combination of Direct TV illogical management i.e. installing equipment prior to listing it on on-line support* ATT somehow entering incorrect data... there is no way that a positive recommendation to others could be made especially as a simple request for a download for a user manual took Hours! because I was never given *"on paper" a listing of essential *'s that I would need to enter in order to communicate! Bottom line: No confidence based on the type of management decisions made.
GetHuman: Let's quantify your experience contacting DirecTV. On a scale of 1 to 5, how easy is it go get help on a DirecTV problem?
GetHuman-mswmls: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-mswmls: I'd give them a one out of five on communication.
GetHuman: And what about DirecTV's ability to quickly and effectively address your problem?
GetHuman-mswmls: For that I would say four out of five.
GetHuman: And finally- any advice for other DirecTV customers?
GetHuman-mswmls: Call them early in the day or late. Don't forget any personal or account information you might need for DirecTV to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-mswmls taken from his DirecTV customer service problem that occurred on November 26th, 2017.