We got notification (via postcard and on D*'s site) a few months back that we were getting a free PPV for an anniversary gift as a thank you from D*. Cool. It said, "you dont have to do anything, just order the PPV and the credit will show on your next bill" We set it aside and on 6/30 we ordered and watched Percy Jackson... We are now into our second bill since ordering this and no sign of a credit so I contacted D*'s online support as it wasn't urgent enough for me to want to waste their phone time. This should be fairly simple, lookup my account, see if the offer was made, apply the offer if the system didn't automatically. If the cant see the offer then decide if its worth the $5 or not to just credit it. I am not calling asking for a HR24 to be drop shipped for crying out loud. Overall closure time should be 2 minutes.
Instead I get this;
WTH? Should I have asked for 20 words or less? 48 hours? Call Us? I mean does nobody over there understand the best customer service is quick resolution? Instead they want me to call and waste another CSR's time? Or (tinfoil hat time) is this just some ploy by marketing to be able to email me advertisements about Sunday Ticket twice? So far I haven't heard back yet but their 48 hours isn't over for another couple hours.
Response (Ma Cristina R. - [redacted]) - 08/30/2010 11:50 AM
Dear Mr. Ahlquist,
Thank you for writing. First of all, I'm delighted to learn that you are one of our valued and long time customers. We would like to thank you for allowing us to continuously provide you with our service.
I understand your concern regarding your loyalty gift. I'm sending you this email to acknowledge that we have received your message, and I wanted to share with you what is happening with your email.
We review and respond to every suggestion, inquiry and question we receive (unless you specifically requested for us not to follow up with you). Upon review of your email, I determined that we needed some extra time for research and investigation before providing you with our final reply. I have escalated your email to a specialist who will personally research your issue and reply to you.
We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 48 hours. Thank you for your patience.
In case you need more urgent support, our Customer Service Specialists are available to help you at 800-531-5000 and may be in a better position to answer urgent questions.
We're glad you're one of our loyal customers. It's feedback like yours that helps us remain America's #1 Satellite provider.
We thank you for your continued support!
Ma. Cristina R. - [redacted]
DIRECTV Customer Service
P. S. Football season is almost here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl.