DirecPath Complaint
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Extremely poor customer service
I experienced the worst customer service I have ever received. For 2 weeks in a row, my receiver has been down with error 775. I called Direct-Path to report the issue again and to schedule a technician visit. They tell me that they can only provide a 4 hr window. The previous time a technician came they gave a schedule time from 8 am - 12pm. My fiancee had to talk 1/2 of work and stay home. The technician didn't come until 11:45 am. We wasted 4 hrs of our WORKING DAY waiting for a technician to come fix something that wasn't even our fault.
Now, for a 2nd week in a row I'm experiencing the same issue. I called talk to Supervisor Joey (extremely rude and condescending individual) who after I explained the situation tells me that it is my problem if I can't stay home for 4 hrs, but he cannot guarantee me an early appointment. I explained that we both work and couldn't talk another day to wait for a technician. He then tells me that there isn't anything he can do and that he will have to schedule me with a 4 hour window and that I needed to make arrangements to make it to work.
I find it quite shocking and disturbing, how a supervisor will handle a call like this. I understand of your policies and procedures, but you should never make the customer feel that you are not trying to help them. I've been waiting for my service to fully work for 2 weeks, why was it so hard to ask to get an early appointment on the list and not have me go to the process of having to take another day of work to get this handled, while I'm still paying the bill. It is completely ridiculous the lack of understanding that I experienced.
The way I was talked and handled, goes beyond my understanding. I wish I didn't have to deal with Direct-Path and will be looking for a way to end my contract.
Their staff is extremely rude and make no attempts to help the customer. Instead talks over us, argue and uses a condescending tone while interacting with us.
I will not recommend this service to anyone, it's incredible that Direct TV uses this company for their technical support. It will cost them a of customers.
Now, for a 2nd week in a row I'm experiencing the same issue. I called talk to Supervisor Joey (extremely rude and condescending individual) who after I explained the situation tells me that it is my problem if I can't stay home for 4 hrs, but he cannot guarantee me an early appointment. I explained that we both work and couldn't talk another day to wait for a technician. He then tells me that there isn't anything he can do and that he will have to schedule me with a 4 hour window and that I needed to make arrangements to make it to work.
I find it quite shocking and disturbing, how a supervisor will handle a call like this. I understand of your policies and procedures, but you should never make the customer feel that you are not trying to help them. I've been waiting for my service to fully work for 2 weeks, why was it so hard to ask to get an early appointment on the list and not have me go to the process of having to take another day of work to get this handled, while I'm still paying the bill. It is completely ridiculous the lack of understanding that I experienced.
The way I was talked and handled, goes beyond my understanding. I wish I didn't have to deal with Direct-Path and will be looking for a way to end my contract.
Their staff is extremely rude and make no attempts to help the customer. Instead talks over us, argue and uses a condescending tone while interacting with us.
I will not recommend this service to anyone, it's incredible that Direct TV uses this company for their technical support. It will cost them a of customers.
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