DIRECTV Must Improve Customer Communications

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directv_logo Here we go again with DIRECTV, which can’t resist hurting its customers. In this case, while away at CES, I pay the past due balance on my own. To DIRECTV’s credit they do have an automated system that calls you, but it only asks for the balance and the past due balance.

It does not tell you about what the person on the phone explains is a “policy change,” – that is they will suspend service if the balance is not brought to zero. That’s what the person on the phone just told me. Now there was no letter, no email, not even a voice notification – just what she said on the phone.

It’s no wonder DIRECTV is losing customers. In fact, according to MSNBC, DIRECTV has lost “52,000 subscribers for the quarter ended June 30 to end at 19.9 million.”

Lucile, a DIRECTV Supervisor is on the phone now. And just as she was talking to me and explaining how DIRECTV’s notification system currently works, my service automatically came on.

Because I paid what was owed!

DIRECTV has to communicate much better with its customers. The best thing to do so is to have a detailed email that’s automatically sent to the customer, so DIRECTV and the customer are on the same page.

I have come to the conclusion that DIRECTV hires nice people that are then stuck with poor corporate policies and procedures.

More on this soon.

Stay tuned.

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