Direcpath / direcpath has no respect for their customer
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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