There are companies out there that care about their customers. That value the goodwill of their customers. Who understand that choosing them over their competition is more than a business transaction.
It’s a relationship.
DirecTV is not one of those companies. How do I know? Let me
count show the ways.
My wife and I are DirecTV customers. Have been for over a year-and-a-half. We have paid them a godly sum in that time to enjoy their programming. Last Monday evening, we noticed some playback errors during one of our favorite shows, Castle. At the time, we didn’t think much of it, writing it off as a broadcast glitch. Between then, and Sunday evening (the fifth of October), we didn’t notice any other errors. But that night when I settled in to watch the season finale of The Strain, the Genie Minis were indicating that a “server could not be found.” Strange, I thought.
Going downstairs to check on it, I turned the T.V., and was greeted with:
(Disclosure: I took this picture the following morning; on Sunday night, there were 16 errors).
Being in the tech industry, I knew that the errors referred to were disk errors. Which meant that the drive in the DVR was on its way out. I let DirecTV know. They’re sending replacement. Well and good.
What’s not so good is that it’s 2014, and they’re not doing a thing to help me save the existing recorded content. Despite the fact that there are indeed ways to do it.
This is stuff that I’ve paid for the privilege of watching. And now, according to DirecTV, I won’t be able to.
What’s particularly galling to me is that we have a brief window of opportunity to move content off of their failing equipment (it’s leased), and they won’t even send me a Genie Go to at least preserve that stuff for a month:
Way to stand behind your equipment, DirecTV! Kudos for your customer service. I can see that you value having My family and I as customers…
Not so much.
This is where things stand now. It’s what, in an earlier day, would have been termed a “Mexican standoff.” I won’t budge, they won’t budge. I guess they don’t know (or appreciate) the power of social media. Remember Comcast, folks? And that support call from the nether regions?
Let’s make this go viral, too.
Here’s a hashtag: #DIrecTVdotherightthing
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Let’s let DirecTV that shoddy customer service is unacceptable in 2014.