DIRECTV Complaint

DIRECTV Complaint

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Poor Customer Service from Customer Loyalty Department


My name is Naomi and I have been a customer of Directv since 2009. I have never spoken to a Customer Loyalty Rep, who's goal wasn't to make me happy and meeting my and my families needs, until today.And I have a feeling it wont be my last.I went through 2 people, the first was nice she was honest and told me she couldn't give me any additional discounts all she could offer was a package change, but transferred to me to the next level where I can get better discounts since I have a grandfathered in package and they could meet my needs much better.Upon being transferred, the lady I spoke to didn't care why I was calling and seemed to be preoccupied with something else as I spoke, giving me quick responses, was not personable at all.My suspicion was confirmed when Stephanie(the Rep) told me she was looking into other deals/discounts for me and that she'd be right back, when I can hear her telling her co workers "Hey guys look at this!They got it from our website off the Twin Peaks ad" and an eruption of laughter ensued. She than comes back on and tells me the discount she found was the only and best discount she could find. Was quick to transfer me to the verification department, without speaking to the verification rep first!!!She was so quick at getting rid of me she transferred me as if I was the Loyalty Rep, and I had to verify my discounts package myself. Even the Verification Dep. Rep was shocked and was dumb founded. She told me she was going to speak to Stephanie and let her know of her mistake. In all my years of being a customer I've never not had an amazing deal I couldn't wait to tell my family about and let them know how good Directv was. For the first time I have nothing good to say and I have nothing to show for my LOYALTY after all these years. I received $50 off for 12mo. I'm not upset with my discount, but was truly expecting more because in the past Directv has done more, they have gone over and beyond to make me happy and meet my needs and do things that I never even asked for! Directv has changed, and this call showed me Directv doesn't care about customer loyalty, just about laughing with their co workers and not paying any attention to the customers needs and making sure the customer leaves satisfied and happy. Especially since the reason they have that job is due to customers like me and millions of others.


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