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Direcpath / direcpath has no respect for their customer

1 United States Review updated:
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I just moved into a new apartment and was told that I had to get my internet and tv from direcpath. Had I been smart enough to review the comments online before signing my contract, i'd of been a lot better off. First of all, they have horrible customer service. I understand companies outsource but if there is a disconnect between the us base and the call center in the philippines, then someone needs to work to resolve the issues. Communication is key in all forms of business and in helping customers have a pleasant experience.
I am highly disappointed at the level of customer service direcpath provides. My installation technician did not install my dvr box properly or wait to install my second tv on my installation day. So when I call due to an outage, I was told by the person trouble shooting that my technician never put in a work order for someone to come and install my second tv (He had told us he would on the day he was suppose to install two tvs but only did one). So as we are trouble shooting the person tells us that the dvr isn't properly set up and we've been paying for us to be able to record two things at once and we haven't had the capabilities to. So she sets up a saturday (Two weeks after my call) installation of the second tv that was never installed and was suppose to have been installed and for someone to come and properly install the dvr we had been paying for. Then on saturday we get a call at 9:30am telling us that the technician they sent was the wrong kind of technician as we live in a multi dwelling unit. So I call directv as they are who we have to call for troubleshooting and find out that at the top of my page is says it bright red letters - mdu since I live in an apartment. So then we call direcpath's customer service line as we need to have someone out to our apartment as we have already wasted half of our saturday at this point. We spend a good two hours on the phone with directv and direcpath and are told that a proper technician will be sent to our location that day by 5pm! So we waste an entire saturday waiting on a technician to find out that the person in the philippines who was our customer service person, had lied to us. We call back to the call station that is outsourced to the philippines to only be treated very rudely and were also told after about two more hours on the phone that the technicians don't do installations on saturdays. So not only did we get treated horribly by direcpath staff, we lost an entire saturday and nothing is resolved. I tried calling the corporate office for two hours the following monday and was unable to even get a voicemail so that I could voice my compliant.

Also when I was on the phone with the philippines on saturday evening, they said the earliest they'd be able to send someone to my home would be on tuesday between 9 am and 10am. So after my multiple attempts on monday to get someone in the atlanta (Corporate) office, I finally cave and call back to the outsourced call center that has no respect for the customer. So I talk to them my entire commute home on monday evening to only find sitting on my door a huge orange sheet saying that direcpath had stopped by but no one was home! So I tell the girl on the phone with me and she laughs and tells me that I am wrong because there is nothing in her system saying they are coming. I read her the note and she tells me I am wrong. She then laughs when I become even more frustrated that she doesn't believe me and is calling me a liar.

So after speaking to her manager who also called me a liar and said no one has tried to stop by I gave up and call the corporate office again. Surprise, surprise - the number just rang and rang.

On tuesday morning, I get a call and my technician is on his way. He says he is ten minutes away. As I work 30 minutes from my home, we had asked the person in the philippines to please have the technician call us an hour before he arrived (The call center person's suggestion). Once again, a huge disconnect between the call center and the us.

So I rush home and I find out through talking to him that all of the technicians have had to deal with the customers’ wrath due to the mess ups with the call center. Also he said that someone had called him on monday to come stop by our apartment late in the day with none of our contact information and no real idea of what needed to be done. So when he realized we weren't home, he did not have any way to call us. So he was there and I am not a liar.

Direcpath has no respect for their customers and I know that my entire complex is petitioning to have them removed as a preferred provider. So please be smart and trust these reviews. I have never been treated so horribly in a situation over something so easy to fix.

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Comments

  • Ve
      8th of Jan, 2010
    0 Votes

    I have read numerous negative reviews on DirecPath and I know how inferior the service is. I too am stuck with DirecPath as my internet carrier because I chose to live in an apartment complex operated by Steven Bell in Woodstock, GA. We've all been complaining about DirecPath to no avail. The real culprits here are the Apartment Property owners who are making this the only option to their residents. Let's get the propery owner names out there so people don't make the same mistakes we did. We all know DirecPath is lousy, and so do the property owners. Since DirecPath can't be shut down, which apartment complexes do people need to avoid?

  • Ab
      10th of Mar, 2010
    0 Votes
    Direcpath - There is absolutely nothing good about this company at all
    DirecPath
    United States
    direcpath.com

    There is absolutely nothing good about this company at all. Even the guy who works for them who came and set our stuff up told us that when we call customer service we're talking to people in the Phillipines. The service is HORRIBLE. We've only had their service for a month and a half and already DirecTV has had to take a week of our bill off due to no service. They take FOREVER to get here, and because their "service" involves you not having a dish of your own, it makes DirecTV's customer service completely useless, because they want you to move the dish and such. So while DirecTV's customer service is good, they can't do anything but tell me to call those [censored]es in the phillipines that don't do anything. I will not be staying in the appartment community because I have no other choice except for to go through them. NEVER EVER EVER USE DIRECPATH!!!

  • Re
      19th of Apr, 2010
    0 Votes
    Direcpath - Avoid and save yourself time and money
    DirecPath
    United States
    direcpath.com

    I have tried twice in the last few months to set up new service. Each time, I'm pretty sure I have had the same representative and she is so rude I have just said oh well forget it. She has an indian accent and she does not let me get a word in and when I am finally able to ask a question, she talks in circles to give me a round about answer because she cannot help me. I do not understand how you say you offer the Direct Tv promotions, but yet you make us pay $50 installation (free from direct tv) and then you make us pay $99 for a DVR receiver which is also free from direct tv. The first time we had direct path, it wasnt much of an installation.. pretty much just bringing the boxes to us. I think it is not fair to force my residency to use your service when you cant even match other companies standards nor what your provider is giving. I am assuming that is why the customer service does not really care how they treat your customers which way or the other. I have used direct path before and we did not have to pay all of these fees! We even were given the free upgrade for the receiver. Please let me know how I can sign up for service with the packages offered by Direct Tv, otherwise I am going to contact them myself because this seems a bit ridiculous.

  • Ek
      29th of Apr, 2010
    0 Votes
    Direcpath - Last bill had a charge for last month when it was suppose to be all disconnected
    Direct TV
    United States
    directv.com

    We were changing just the family name (from one sibling to another) on our bundle services for the same residence. Direct TV told me that I could no longer use the same recievers ( that we have been using) They insisted that I had to have them. I told them over and over again that nothing else had changed everything was the same except we were changing from one family member to another. We called two months ago to disconnect it all. We are now being charged for a early disconnect fee of $378. When it is the for the same family. Just for a simple name change and I told them over the phone that we already had the receivers. This all started back in September.
    I have spoken with Qwest and Direct T.V. five times about this problem. This last bill had a charge for last month when it was suppose to be all disconnected. The house is on the market.

    I have been told three times that they would send out the boxes. No boxes yet.

  • Kl
      30th of Apr, 2010
    0 Votes
    Direcpath - Stay away from them
    DirecPath
    United States
    direcpath.com

    The only purpose of DirecPath is to be an annoying middleman between me and my programming through DirecTV. The Customer Service speaks horrible English, the technician that came by let me know they are in the Phillipeans. I'm practically best friends with my technician being as in 6 months I've seen him at least 9 times. If I were able to go straight through and get my service with DirecTV I'd be happy. But because I don't have my own dish, I have to go through these complete ###s. DirecTV has tried to be as accommodating as possible, giving me plenty of credits. But I'd much rather just pay my bill and not have to wait up to 7 days for a technician to fix my issues.

    So in review:

    Programming breaks at LEAST once a month.
    Customer service doesn't know anything.
    Technicians take FOREVER to get around to coming out to fix problem.

    Oh yeah, and sometimes they don't fix the problem.

  • Te
      1st of Jun, 2010
    0 Votes
    Direcpath - Dealing with direct path has been the worse experience of my life
    DirecPath
    United States
    direcpath.com

    Dealing with direct path has been the worse experience of my life. They charge you for their own mistakes and on top of that they can never fix the issues with the internet or tv cable. Save yourself from dealing with them. The customer services representatives are always repeating themselves and they can never help you out. All they do is try to take more money from you. If your tv or internet is out today it take them a week to go fix when they show up. I rather have no tv them deal with this company that hopefully will go bankrupted soon.

  • Re
      21st of Jun, 2010
    0 Votes
    Direcpath - Their customer service is in the Phillipines and they don't answer their Atlanta phone
    DirecPath
    United States
    direcpath.com

    How does a company like this stay in business? Their customer service is in the Phillipines and they don't answer their Atlanta phone. I made a payment and my check was cashed but yet nine days later they tell me it hasn't been posted to my account - and no one can help me. It's pathetic because I have no choice but to stay with them because my complex has a "contract" with them. That was ignorant on their part but I do have the ability to report them to the FCC which I will be doing after I send this!

  • Be
      22nd of Jun, 2010
    0 Votes
    Direcpath - This is the worst company I have ever had to deal with
    DirecPath
    United States
    direcpath.com

    This is the worst company I have ever had to deal with. I was forced to use them with my apartment complex. When I got stuck in my 1year contract I also tried to get the internet. The technition came out and said my hardware was not compatible with the internet service. So I could not have it. Now I have problems with my DVR and Direct Path will not send anyone out to repair it because they say I owe 400.00 for internet service. So I explained their technition said I could not have it because it would not connect to my computer so I never had the service. They said yes I see those notes, but they said I should have called to make sure there was no bill for me. So now I have a contract with them, and cannot use my DVR box. So she said she will send the complaint to the billing department and they should contact me in 5 to 7 business days, but until then I cannot have a tech come out. What a bunch of idiot, the notes are clear, the tech said I could not use the internet service they provide. I hope no other apartment complex contracts with them.

  • Ge
      2nd of Jun, 2011
    0 Votes
    Direcpath - worst company on the planet
    Texas
    United States

    This company needs to receive immediate sanctions and be no longer able to be a registered company anywhere. They are the absolute worst company I have ever had the distain to have to deal with in my life. They internet service is a complete waste of time. Average download speed 0.01 mb when they promise 3mb, you will never see anything close to this promised speed. I endured 5months since time of the install of calling every single day. Every single day no joke. Talking to tech support who reset the modem every day without making a bit of difference. My internet never worked one day of five month over ten scheduled technicians which I had to wait for at my apt. Issue were never resolved. Over 100 so called escalated tickets in which promised credits until service worked in which no credits ever issued and they even had the gall to interupt service to my tv for unpaid internet that they were suppose to credit and never did. Took over one month to get there advocacy managers in corporate to respond to the tickets logged and finally give me the credits for the unpaid bills that I never owed because they never provided the service. Bringing us to today. Wake up to find my tv service is not working. Call the direcpath service number they run me thru all the same ol crap to fix nothing than tell me after trying to pitch me a 5 dollar insurance plan which the rep says will be 20 dollars automatically trying to lock me in for four months of th plan upfront that he will have to schedule a tech to come out and he the best he can do is june 8th. It is june 2nd, that's a six day wait!!! For an entire community are you kidding me so glad I'm finally moving out of this place locked to direcpath. Never deal with this company avoid it at all cost. Do not live anywhere that you are forced to use them no matter how nice the place is direcpath will ruin your experience there. This company need to have legal action against them in my opinion.

  • To
      14th of Jul, 2011
    0 Votes
    Direcpath - Awful Service
    DirecPath
    United States

    Worst service ever and wont do anything to fix it - i live in condo building and am forced to use this awful company so they have a monopoly - can't get any other service so they don't care to fix the problem !

  • Di
      24th of Aug, 2011
    0 Votes

    Thank you for your feedback of your experience with DIRECPATH.
    Please respond to us of how may we contact you. We can be reached at 1-866-430-7284
    Email us: feedback@direcpath.com

    Regards,

    DIRECPATH Advocacy Group

  • Di
      18th of Nov, 2011
    0 Votes

    Dear Valued Customer,

    We sincerely apologize for your experience and appreciate your feedback. Rest assured we are committed to improving your service experience and would like to speak to you further in order to do so. Unfortunately this and other social media outlets do not provide any details from which we can use to research your account history. Please feel free to reach out to us via our online customer satisfaction survey by loging into your account and clicking ‘customer survey’ at http://my.direcpath.com/users/login. You can also email our Customer Advocacy department directly at: feedback@direcpath.com. We look forward to talking with you soon!

  • Di
      18th of Nov, 2011
    -1 Votes

    Dear Valued Customer,

    We sincerely apologize for your experience and appreciate your feedback. Rest assured we are committed to improving your service experience and would like to speak to you further in order to do so. Unfortunately this and other social media outlets do not provide any details from which we can use to research your account history. Please feel free to reach out to us via our online customer satisfaction survey by loging into your account and clicking ‘customer survey’ at http://my.direcpath.com/users/login. You can also email our Customer Advocacy department directly at: feedback@direcpath.com. We look forward to talking with you soon!

  • Di
      18th of Nov, 2011
    0 Votes

    Dear Valued Customer,

    We sincerely apologize for your experience and appreciate your feedback. Rest assured we are committed to improving your service experience and would like to speak to you further in order to do so. Unfortunately this and other social media outlets do not provide any details from which we can use to research your account history. Please feel free to reach out to us via our online customer satisfaction survey by loging into your account and clicking ‘customer survey’ at http://my.direcpath.com/users/login. You can also email our Customer Advocacy department directly at: feedback@direcpath.com. We look forward to talking with you soon!

  • Di
      18th of Nov, 2011
    0 Votes

    Dear Valued Customer,

    We sincerely apologize for your experience and appreciate your feedback. Rest assured we are committed to improving your service experience and would like to speak to you further in order to do so. Unfortunately this and other social media outlets do not provide any details from which we can use to research your account history. Please feel free to reach out to us via our online customer satisfaction survey by loging into your account and clicking ‘customer survey’ at http://my.direcpath.com/users/login. You can also email our Customer Advocacy department directly at: feedback@direcpath.com. We look forward to talking with you soon!

  • Di
      18th of Nov, 2011
    0 Votes

    Dear Valued Customer,

    We sincerely apologize for your experience and appreciate your feedback. Rest assured we are committed to improving your service experience and would like to speak to you further in order to do so. Unfortunately this and other social media outlets do not provide any details from which we can use to research your account history. Please feel free to reach out to us via our online customer satisfaction survey by loging into your account and clicking ‘customer survey’ at http://my.direcpath.com/users/login. You can also email our Customer Advocacy department directly at: feedback@direcpath.com. We look forward to talking with you soon!

  • Jo
      29th of May, 2012
    0 Votes

    I LIVE IN AN APT.COMPLEX WHERE THE APTS HAVE A CONTRACT WITH DIRECPATH.I DIDNT KNOW THIS WHEN I RENTED THE APT OR I WOULD NOT HAVE MOVED HERE.BEEN HERE NOW FOR THREE YEARS BECAUSE I CANT AFFORD TO BE MOVING EVRY NOW AND THEN JUST BECAUSE THE OWNERS ARE STUPID ABOUT MAKING THIER TENANTS PAY FOR SOMETHING THEY DONT LIKE ..I DONT RECOMMEND MOVING INTO AN APT COMPLEX WHERE THEY DO THIS SORT OF THING,

  • Fr
      1st of Dec, 2012
    0 Votes

    Its either let them cheat you out of your money, steal from you outright, lie to you if you call customer service {over seas/terrible english] who tells you that they can;t help you and there is no number for anyone in the United States for help. My building is adults 55 and over. Direct path abuses the older senior citizens financially beyond beleif. Can anyone do anything to stop these ###.

  • Ny
      10th of May, 2013
    0 Votes
    Direcpath - Product/Service
    Direcpath
    Mesquite
    Texas
    United States

    We have only have the service for a month and 3 out of the 4 week have not been able to use the service without any problems. They have sent out 3 service techs to resolve the issue and both times have told us two completely different stories as to what the problem is. Needless to say it messed up again and they stated they would send someone out between 8am-12pm and no one ever showed up. When we called to see what was going on they stated that the tech was running behind. We are paying for HD service and the majority of the channels we are not able to watch in HD because it messes up the cable. To top it all off when we call the tech support to help resolve the issue they have no idea what to do and can only offer apologies and to send another tech out to appear like they are fixing something when they are only making matters worst. They have horrible tech support and even worst service!!

  • Ja
      9th of May, 2014
    0 Votes
    Direcpath - Cable TV
    DirecPath
    Atlanta
    United States

    The absolute worst! I have lived in the same apartment complex for 3 years. The biggest reason we ever talk about moving is due to the relationship between the complex and DirecPath. We have no other cable provider available. Once again, DirecPath screws up. My service was disconnected for not paying for a service call that was made for something they screwed up. This was the 5th time this happened but first time they have charged me. (I suspect the technician screwed up the paperwork) So here I am, on vacation and having to deal with this mess which has cost me almost $125.00 meanwhile, my family at home can not watch TV until Monday which is 5 days from now! Do not move into any complex that has the same situation and let them know why you will not be living there.

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