I used to “evangelize” for two firms: HughesNet and DirecTV.
HughesNet uses a satellite dish to “beam” the internet to remote locations. And since I live in a secluded community, it was the only option at the time.
DirecTV is was a lower cost alternative to cable (sometimes I’m a price shopper) and worked well, even in bad Central Florida thunderstorms.
Six months ago I upgraded my HughesNet equipment to get better service out of a faster modem. Three calls to tech support to make it work yielded no help. It was no faster than my previous service. I called again to complain. Nothing. What’s worse, the new model blocked me from using secure websites, like webstores, so I couldn’t even access the US Postal Service website to send packages. I was steamed.
Since HughesNet couldn’t wouldn’t help me, I tried cable internet access. It feels TEN TIMES faster! Plus, the bundled price made it cheaper to get internet and TV together, so I decided to dump DirecTV as well, even though the service has been great.
But I’ve spent the last two months battling with both companies to cancel my service. DirecTV answers my requests to dump the service by having a “Retention Specialist” call me to try talking me into staying with them. At first I explained that I am saving a lot of money by switching, so their offer is pointless. But they still keep sending me bills. I’m done calling them, so I drafted an email telling them how much they’re annoying me. They responded by calling me during the day, when I’m not at home. I can only imagine that they expect me to keep paying for service that I’m not using while they drag their feet. But I’ve stopped paying. And my opinion of them has dropped drastically.
HughesNet has been worse! They refuse to accept a return of the upgraded merchandise, even though they have documented proof that I’ve called numerous times because it doesn’t work. They also have the nerve to try to charge me a $300 early termination fee because part of the new equipment was an extended service contract. Needless to say, since I’m not using their crappy service, I refuse to pay the termination fee.
THE MORAL OF THE STORY: Don’t turn your product evangelists into your enemies. Every company loves having people who spread the story of their great product or service by word of mouth. But it cuts the other way when the company actively creates an enemy from the same person. Now, I’m spending my days writing articles like this one and telling my friends and acquaintances how much I hate these two companies. And that’s not good for their bottom lines.
April 11, 2008 at 3:20 pm
Hello,
I am having problems with Directv over billing me. Can you help me by giving me the phone number for the Presidents office or Cynde’s email address. I have just had surgery on my spine and the research on this is (or at least feels like) is killing me. Any help will be greatly appreciated.
Thank you,
Collin Schulz Shepard
August 21, 2008 at 8:13 pm
After having a terrible time tying to solve a very simple problem with DirecTV’s customer relations-I decided to pass my concerns on to their Senior Management. I managed to locate the Email for their new Customer Relations Senior VP-Ellen Filipiak. She was kind enough to Email me back telling me that DirecTV’s Business Operation Analyst, a woman by the name of Heywot Bitew, would “resolve” the problems that I had and was apologetic for her staff’s actions.
If you have the opportunity, I encourage you to read the following Emails as it really sheds a light into the attitude and poor customer relations policies of DirecTV. Long story short-Ms Bitew did anything BUT resolve the issue. Seems Ms. Bitew is under the impression that the treatment I received is “not the norm” for her customer relations. From what I can see from boggs on the internet-I beg to differ. Right or wrong-I encourage you to share your experiences by phoning Ms. Bitew or Emailing either Ms. Bitew or Ellen Filipiak with your concerns. I am concerned that perhaps Ms. Bitew and Ms. Filipiak may not be getting accurate information as to just how bad their customer service is-so I encourage anyone that has had, or is currently experiencing problems, with DirecTV’s customer service to give these two executives a clearer picture of just what is happening in this department.
This info was at a different site:
To reach Heywot Bitew: Email:HZBitew@directv.com Her direct phone line:310-964-6508
To reach Ellen Filipiak, Sr VP of Customer Relations: Email her at: eafilipiak@directv.com
And you may want to send a copy of your EMails to DirecTV’s investor relations. Their Email is investorrelations@directv.com