Customer Service, What's that?-by Eli
I believe customer service is a dead art form...for the most part...in this country. My experience indicates that those companies that promote "great" customer service over promise and under-deliver. In my humble opinion, companies should STOP promoting something they do not really care about and just lip service only serving to alienate consumers.
Case in point.
We had a signal problem with our DirecTV service. Our residential situation requires work with an intermediary company (large residential complexes many times buy bulk services and then offer them to residents for less than individual accounts). The procedure to follow when a service problem occurs is to call DirecTV first to troubleshoot and then the intermediary company (the local installer) as necessary.
Local channels were not working and a specific detailed error message appeared on the screen. After waiting nearly a half hour to get a technical specialist at DirecTV on the phone on a weekend, the agent was baffled by the error messages and fumbled for nearly 20 minutes trying to figure it out. I was informed a DirecTV service tech would have to come out. Unfortunately, before we could set that appointment, our complex experienced a fire alarm and we evacuated the building..it was a false alarm.
I called DirecTV back a day later and waited nearly another 20 minutes to get a "customer service agent". This representative told me a different story than the first, but as with the first agent, could not figure out the problem. I was instructed to contact the intermediary company for help. Unfortunately, the DirecTV agent gave me an incorrect telephone number. (And, you should know that DirecTV advertises how much better their customer service is than cable...I guess a "1" on a scale of 1-10 is better than a zero...which is what I equate with cable TV companies).
Once I found the right number, (another 15 minutes) and called the intermediary company called Multiband I was informed that I had been given complete misinformation by DirecTV and that the error message was abundantly clear...it was a card reader problem and a Multiband tech would be sent out. Ok. That was the good news. The bad news. No tech for nearly a week.
Boy do I wish they paid me by the hour based on how long it takes to get something simple corrected in this country! Stay tuned for more about DirecTV and this saga as soon as a tech shows up.
Watching out for you.