DIRECTV(CSR) to fire victim who lost it all: You still owe $400

[dfergie]

After Jeremy Beach's Black Forest home burned to the ground Tuesday, leaving him with little more than the clothes on his back, he started making calls to cancel the trash pickup, utilities, and other services for a house that no longer exists.
Most of those providers were understanding, he said. Then he got to DIRECTV.

Colorado Springs Gazette

 

[dfergie]

Please read down to see this tweet from DIRECTV

@csgazette Please let your readers know we have a longstanding disaster policy and are here to help bit.ly/11E5hM1

 

[Scott Greczkowski]

DIRECTV normally helps out in those cases, but it is normal for the equipment to be covered under normal home owners insurance.

 

[darrengs]

Their policy states otherwise and he will not need to pay for the equipment. I think Customer Service gave him the wrong information, of course that is par for the course.

http://support.directv.com/app/answ...lping-customers-impacted-by-natural-disasters

 

[Scott Greczkowski]

Yup just another case of CSR Roulette was needed to give him the correct answer.

 

[Jimbo]

I notice they gave the everyday phone number instead of one that would direct you towards the correct dept.

 

[Joe Diamond]

Yup just another case of CSR Roulette was needed to give him the correct answer.

Hey Scott,
Installers deal with CSRs every day and get a feel for the few errors that creep in from the occasional new guy coming up to speed. Customers can go decades without needing contact with DirecTV. So when something comes off the rails there should be some fast track to temporary fixes that keep the smiles up.

Then, when the small satellite system is the first one operating in the disaster area a few new customers will be added.I bet it will be months before CATV is up if they have to rep[lace poles out there.

Joe

 

[dfergie]

Added CSR to title, as that was the problem not DIRECTV...