I had faced some problems with DIrecTV recently. I was promised a free gift if I sign up for their service. SO me and my husband did, then my husband left to deployment and I was left to deal with redemption process. All I had to do is to fill out the paper, sign it and print out the FIRST copy of my account statement. THis is where all my trouble started. I realised that I can no longer access my account statements online. SO I called to DIrecTv Customer Service and spoke to some lady and she transferred me to the other department saying that they do not directly deal with the online service. O'k i explaned myself once agan and was put on hold after which she said that We currently inrolled with the e-billing with other financial institution. I found it ios being weird since I have the same thing with 10 other companies but I was always able to access my account info on all of their web sites. I mean what do I pay my money for?? I get ebilling with the bank, but why cant I view my info on the DIrectv web site??/ Anyway, My husband called them as well and they promised to send it to me by mail. Guess what?? 2 weeks gone by and nothing came. Getting a little bit frustrated, I called them again, again they tried to get read of me by passing me around to a different department, this wa a point where I got really mad. BY the way it was my 3d attempt. Once again I explained myself to the guy this time and he promised to look into it more closely. HE said sorry bla bla bla and said that I need to file a claim by emailing to Customer Service. BY the way I forgot to state that I have 1 month left to redeam my gift and it is all done via mail system, which works horrible in U.S. (I have being waiting for 2 cards and never got them aether). SO continuing with my story, as pissed as I was already, I filed a claim where in DETAIL explained all my situation to them. Guess what now? THey responded with a stupid email describing the process of assessing my account statements, where I AM PROFICIENT with their web site by now!! I was devastated. So, I emailed them not a very nice email this time, state ting that it is 5th attempt to resolve my problem and nothing is being done. All I needed by the way is one simple statement!!! ANd little time is left. O"k they mailed to me back that they are unable to email it to me (why?? I still do not understand) and that they are going to resolve the problem as soon as they can and hopefully before my time Will run out and promised to contact me by then. I was almost disappointed already, I do not care about my gift anymore (by the way it is a portable DVD player that me and my little son could certainly use) I just wondering how ridiculous it all is. Before I make my final conclusions, I will tell you what happened next. I had accidental went to check the web site that they had renewed in past 2 days and was able for the first time access my statement but it would not let me print it this time, would indicate some script error!!! And here again I was calling them. The woman went to check on my info and said that she can not do anything about it right now but that system shows that they had mailed to me second time the statement last week (They never told me by the way that they mailed it to me, because I would just wait for it first). She said that I should call them next day when they online operations department will be open and that she put into their system the detailes of our with her conversation this way they know whats up. She was the first one to do something for me in fact!!! Something they pay these people for. I am waiting once again on the statement by mail. But the conclusion is this. What is it : bad customer service or Inefficient Information Systems that DirecTv uses in their business? Why the communication between departments is so bad? WHy it took me 7 times to contact them for them finally to start doing something about the situation. If I was not on the contract I would certainly cancel their service. SO I think the effective integration system is necessary to keep all department equally informed about operations so that customers can be responded in timely matter and their problems can be quickly resolved. Informationa TEchnology is a key to great customer service, but employee's intelligence is the essential.
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I had faced some problems with DIrecTV recently. I was promised a free gift if I sign up for their service. SO me and my husband did, then my husband left to deployment and I was left to deal with redemption process. All I had to do is to fill out the paper, sign it and print out the FIRST copy of my account statement. THis is where all my trouble started. I realised that I can no longer access my account statements online. SO I called to DIrecTv Customer Service and spoke to some lady and she transferred me to the other department saying that they do not directly deal with the online service. O'k i explaned myself once agan and was put on hold after which she said that We currently inrolled with the e-billing with other financial institution. I found it ios being weird since I have the same thing with 10 other companies but I was always able to access my account info on all of their web sites. I mean what do I pay my money for?? I get ebilling with the bank, but why cant I view my info on the DIrectv web site??/ Anyway, My husband called them as well and they promised to send it to me by mail. Guess what?? 2 weeks gone by and nothing came. Getting a little bit frustrated, I called them again, again they tried to get read of me by passing me around to a different department, this wa a point where I got really mad. BY the way it was my 3d attempt. Once again I explained myself to the guy this time and he promised to look into it more closely. HE said sorry bla bla bla and said that I need to file a claim by emailing to Customer Service. BY the way I forgot to state that I have 1 month left to redeam my gift and it is all done via mail system, which works horrible in U.S. (I have being waiting for 2 cards and never got them aether). SO continuing with my story, as pissed as I was already, I filed a claim where in DETAIL explained all my situation to them. Guess what now? THey responded with a stupid email describing the process of assessing my account statements, where I AM PROFICIENT with their web site by now!! I was devastated. So, I emailed them not a very nice email this time, state ting that it is 5th attempt to resolve my problem and nothing is being done. All I needed by the way is one simple statement!!! ANd little time is left. O"k they mailed to me back that they are unable to email it to me (why?? I still do not understand) and that they are going to resolve the problem as soon as they can and hopefully before my time Will run out and promised to contact me by then. I was almost disappointed already, I do not care about my gift anymore (by the way it is a portable DVD player that me and my little son could certainly use) I just wondering how ridiculous it all is. Before I make my final conclusions, I will tell you what happened next. I had accidental went to check the web site that they had renewed in past 2 days and was able for the first time access my statement but it would not let me print it this time, would indicate some script error!!! And here again I was calling them. The woman went to check on my info and said that she can not do anything about it right now but that system shows that they had mailed to me second time the statement last week (They never told me by the way that they mailed it to me, because I would just wait for it first). She said that I should call them next day when they online operations department will be open and that she put into their system the detailes of our with her conversation this way they know whats up. She was the first one to do something for me in fact!!! Something they pay these people for. I am waiting once again on the statement by mail. But the conclusion is this. What is it : bad customer service or Inefficient Information Systems that DirecTv uses in their business? Why the communication between departments is so bad? WHy it took me 7 times to contact them for them finally to start doing something about the situation. If I was not on the contract I would certainly cancel their service. SO I think the effective integration system is necessary to keep all department equally informed about operations so that customers can be responded in timely matter and their problems can be quickly resolved. Informationa TEchnology is a key to great customer service, but employee's intelligence is the essential.