The complaint has been investigated and
resolved to the customer's satisfactionResolved Qwest / Direc TV — fraud.. unethical practices
resolved to the customer's satisfaction
13647 n. 37th way
Phoenix, az 85032
1801 california st.
Denver, co 80202
For general inquiries: [protected]
Po box 6550
Greenvillage, co [protected]
Re: sandra skaparas
13647 n. 37th way
Phoenix, az 85032
[protected] direct tv acct # [protected]
**** all response should be made via us mail or e-mail ****
Update sun march 8, 2009 7:05 am new information/problems
This is a request to have my file reviewed with regard to the monthly maintenance fee…i was told by april on 3/6/09 that all equipment maintenance was included in the package price of $ 29.99 per month…i asked her this question more then once during our conversation and she assured me that it was include. It was not until my installation was complete that the tech stated it was not. I would like the maintainence fee to be considered as part of the package as I was told and any additional fee be waived.
Additionally, I would like a review of the policy regarding add on charges to properly install the dvr’s…breaching the outer perimeter of the home opens up the possibility of moisture leaking into the wall space and contamination of mold—i would like the dvr’s installed (Since they were part of my package) properly with the wiring done via the attic access at no additional charge to me.
It should be noted here that the tech had to go into the attic anyway because when qwest installed my cable they used a splitter on the main tv cable which was dropped down from the attic and ended up being located in the wall going to the main cable box—satellite would not work unless he removed that splitter…
After waiting since thurs for my installation crew-on saturday march 7, 2009 britney from direct tv called to say that the tech would be out between 4:00 pm and 4:30 pm today-they arrived a little after 5:10 pm.
The technicians (2 men-1 guy was lead and I did not get his name and a trainee named donald—please note here that his name probably would have been on a standard work order form, if he had one—he hand wrote the info on my installation on a plain white piece of paper that I was not allowed a copy of) came in my home and asked me & lsquo;what kind of service I wanted’-my understanding is that a work order with this information would have been on hand…after everything that had happened to date I was really plum out of patience—well I was so angry— I said (Yes in a loud voice) & ldquo;you do not know what service I ordered??? I don’t work fo directv…what does it say I the work order??? How can I tell you that when I was not even aware until 1 hour ago that you were even coming today & hellip;not my best moment I admit…but having little to no communication with anyone since thur at 7:30 am I was not even really sure anymore what was submitted. I pulled out the brochure I used (Which I had gotten from my neighbor-remember, nothing was ever mailed to me about the termination of services.. See below) when calling in and read it off to him.
He told me that the dvr install would require that he put additional holes in my home because they would not go through the attic as that would be considered a & ldquo;custom” job and would be charged out at something like $45.00 per hour to me. Yes…that made me even madder…he said he could call his supervisor and he could determine what the charges should be…. I requested he call him and he handed the phone to me…the first words from ricks mouth were, and I quote, & ldquo;what’s the problem now”—well I had enough…i asked rick if that was the way he began every conversation with a customer…he did not know what I meant…i thanked rick for his time and handed the phone back to the main tech who had some words with him and then hung up. The tech came back to me and said that rick canceled the order and they were leaving…. At this time we resolved the issue of the dvr’s-i did not want holes in my house and could not afford a & ldquo;custom” job so I settled for the receiver’s only although that was not the service I had been promised. I requested that they get rick back on the phone…. I asked him why he canceled my order and he said that I was rude to him on the phone and I had & ldquo;upset the tech“…his tech did not have to work in a :hostile“ environment…. (Well as a customer I certainly felt that I was being tormented by the process that I was going through…lack of communication, outright misinformation, inability to resolve the issues and lack of cooperation from nearly everyone I spoke with— perhaps the environment would have been more pleasant if I had been treated properly over the last few days—). I informed rick of the changes re: dvrs and he finally relented to let the installation move forward (It turns out that these tech’s were finished for the day before they were rerouted to do my installation—my job was added on to their day and if the dvr’s were included it would have taken them 3-31/2 hours…perhaps that contributed the main tech being upset…perhaps he was tired himself and could have handled himself better…but i’ll bet that that was not an option for rick who was attempting to appease his tech’s who were not happy to have another job added on to their day).
The tech’s are now doing the install and things are moving along fine, the main tech is no longer angry and speaks with me in lite conversation…even laughing a couple of times.. I asked if & lsquo;were ok now‘ and he says yes…. All is good. However, I can‘t help but think that his mood lightened because of the change in the order therefore significantly shorting the installation time… (Donald has been polite and fine with me the entire time).
Finally, the install was done and the tv’s working…i am ready to since my work order (The plain white piece of paper that the tech had to hand write and I was not allowed a copy of) and the tech brings up the maintenance agreement for the equipment.. I state that I am positive that in my phone call with april on march 6th (And with jake on mar 5th I believe) I specifically asked about the maintenance on the equipment and was told that it was included in package price (I am appositely certain about the call with april) — the tech indicated that it is not included and if I do not authorize the $5.99 charge with him right now and decide to add it on later they will be an additional $ 20.00 activation fee however, if I sigh up with him now I can cancel at no additional charge after I have spoken with the office…. So what can I do…. I was not able to reach the office so I signed…
Misrepresentation of facts to make a sale can be added now…. Seems like qwests tactics in general are unethical and immoral if not out right illegal…but within the available communications arena they are the lesser of the evils…
Prior complaint-previously submitted on march 7, 2009
How to begin….. On wed march 5th at 6:30 pm a man named jason knocked on my door to inform me that my qwest cable was going to be disconnected at 5:00 am on thur march 6th. (By the way, my service was disconnected before 3:15 am not at 5 am)
Although jason indicted that I was notified by mail and telephone (I do not have a telephone connected in my home so I am unsure how he thinks that happened) he was in error…. Therefore, I was surprised and upset.. Jason had a list of approximately 12 other customers who he had to visit that night who’s service was to be terminated at the same time as mine and who had not called in to schedule the direct tv service yet. Why he came out less then 12 hours before the termination time is beyond me…and ridicules.
Let it be noted here that I just paid my qwest bill on monday & hellip;.. They billed me for my cable service for 2/19/09 thru 3/18/09. & hellip;they fraudulently billed me for services that they new they were not going to render. If they really wanted me to know about the termination of services then they should have noted it on my statement…i would have certainly seen it then. They just wanted to collect unearned revenue…. Perhaps to inflate that number in financial reports to stockholders, some government required reporting or to artificially inflate the companies worth for a divisional sales/intercom any negotiation.
Throughout this ordeal everyone has told me that qwest is not affiliated with direct tv…that they are separate & lsquo;companies’. Is that true…??? My guess is no.. They are separate divisions, co owned by the same parent company or some similar arrangement!
I immediately contacted the sales office @ [protected] and scheduled an installation date of fri march between 12pm - 5pm with jake (Idaho office). Additionally, the 1 time install fee of about $19.00 was waived due to the problems I had experienced. Since I was angry about the situation, I was not the easiest person to deal with but jake did a fantastic job using all of his customer service skills and knowledge…our call ended with a happy customer…me!
After ending my call with jake I decided to check with my neighbor about their service. Turns out that if I had received the mailed material or if someone had notified me earlier in person I would have been able to take advantage of a special which would have given me a better package at the same rate. Because of the mix up by qwest I contacted them again on thur to see if they would honor the special. I spoke with april and she determined that they would honor the special deal for me and filled out the forms etc. To make the programming change. I was told that there should be no problem keeping my original installation schedule time of thurs mar 6 between 12:00pm and 5:00 pm but that she would submit
Some kind of & ldquo;escalation form” to be sure. Again…happy customer…. But not for long.
At 4:14 pm on thursday 3/6/09, after waiting all day thursday for the install without contact I called
The service center and again got jake. I explained that I had not been contacted yet and requested he check out the status of my appointment. He put me on hold to see what he could find out, he returned to me and told me that the person that could get that information was in a meeting and I would have to wait for her to call me back. They only have 1 single person that can handle such a request??? She was due out of her meeting in 15 min and I requested that he find out and call me back that evening.
At 4:45 when I had not heard from jake I called the service center again and spoke to a gal named stephanie (Agent id sch-also in idaho). Again, I was not a happy person and was hard to deal with but I have never encountered a person less capable as a customer service representative as this gal. She was being sarcastic and snide to me and I stated so…she hung up the phone I me. Intentionally pulled the plug! Now I was angry…i called the center again and, go figure, got stephanie again. I requested to speak to a supervisor and she stated she needed a reason (All the while speaking to me in a sarcastic tone of voice) - I stated that I was have a problem with my installation and again asked for a supervisor…she stated she needed a reason…i stated I just told her why and asked for a supervisor again... She stated she needed a reason…i stated that I was having a problem with my installation and again asked for a supervisor…she stated she needed a reason…i just said forward me too a supervisor/escalate this call to a supervisor because now I am also having a problem dealing with you…. She kept repeating that she needed a reason…. Talking over me… and I kept asking for a supervisor…it was ridicules…like dealing with a 2 year old…finally I said & ldquo;stop acting like a kid and give me a supervisor. At this point she went off on a rant & ldquo;what did you call me…. What name did you call me…. You can’t cuss at me…. And on and on…“ finally out of frustration I just hung up the phone…not happy at all…
Several more calls in an effort to get a supervisor failed….. On friday morning march 7th 9:40 am I got a message from jake that they could do the install on sat afternoon.. I have been trying to confirm this and some 4 hours on the telephone have still been unsuccessful….
. You have failed miserably to meet your ethical standards:
“at qwest, we are committed to delivering world-class products backed by unmatched customer service and integrity. & rdquo;
Cc: arizona corporation commission [protected]
Better business bureau
Channel 3 & ldquo;on your side”
Idaho corporation commission
Idaho better business bureau
Colorado corporation commission
Colorado better business bureau
Texas corporation commission
Texas better business bureau
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