After dealing with DirecTV customer support for over two hours today, I have to say I'm...

GetHuman-joebryan's customer service issue with AT&T from June 2018

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The issue in GetHuman-joebryan's own words
After dealing with DirecTV customer support for over two hours today, I have to say I'm bitterly disappointed in the direction of the once world class customer support organization. The slow erosion of customer centric care since AT&T bought DirecTV has accelerated to the point now that "Customer Service" isn't about either the customer or service. **All that needed to happen to make me happy, once the most important measure at DirecTV, was to adjust my bill by $***.** due to an overrun on an HBO "promotion" that I got talked into by an aggressive rep intent on upselling.**What I got instead was three different people taking over two hours of my time to quote policy and regulations like it was scripture. The "old" DirecTV would have NEVER done that to me.**I got three different stories, each telling me how little they could do for me due to policy X and regulation Y. In the end I was promised a $** credit that has yet to be posted and probably never will be.**I asked to speak to a supervisor after the first rep couldn't*wouldn't help me. The person that got on the phone, "Jay" (employee ID MS****) said he was the only manager I could talk to and that I'd have to accept his decision. The third person I talked to, "Jessie", eventually said that if I'd hold a couple of minutes that she would put a "real" supervisor on the phone. Apparently, "Jay" isn't even a manager at all. After holding for more than ** minutes (check the record) I finally hung up.**Shame on you AT&T. You have reduced a customer support department that was the best not only in the industry, but the best period to a bunch of robots that almost pathologically quote policy.**My name is Joe Bryant and I've been a DirecTV customer for somewhere around ** years and today was the only time I've ever contacted support and felt disrespected.**You are about to drive away a long time customer because you think $** and a rabid, inflexible defense of policy is preferable than actually making a customer happy.
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AT&T

Customer service issue
Reported by GetHuman-joebryan
Jun 8th, 2018 - a yr ago
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GetHuman-joebryan started working on this issue
Jun 8th, 2018 10:31pm
GetHuman-joebryan indicated the issue is not fixed yet.
Jun 9th, 2018 1:51am