Thread: WTG Direct TV

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    WTG Direct TV

    Pour some salt on that wound, Direct TV!! - As Joplin victims call Direct TV to cancel their services due to homes completely wiped off the map, they are being told to send in a box or remote control or pay a fine of $500+ to cancel services. Direct TV should be boycotted. Tell their employees to go to these former HOMES and find their remote controls...
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    http://shannonmarcom.com/blog/?p=214

    DirecTV Joplin fiasco – a dark side of social media

    Posted on | June 2, 2011 | 1 Comment
    Last night while attending the New Zealand-Mexico soccer match in Denver, I posted some updates to Facebook about the game. I also noticed a friend had posted an update/rant about DirecTV’s treatment of customers in Joplin, Missouri, in the aftermath of the tornadoes that ravaged the town:
    “This is ridiculous and Direct TV should be ashamed!
    As Joplin victims call Direct TV to cancel their service due to homes completely wiped off the map, they are being told to send in a box or remote control or pay a fine of $500+ to cancel service. DirectTV should be boycotted. Tell their employees to go to these former HOMES and find their remote controls… REPOST!”
    I was immediately suspicious – it seems no one could be unaware of the devastation Joplin suffered, after all the heartbreaking pictures and video of practically the entire town ground to splinters. I posted a response to her, in jest, that it sounded like a nasty rumor started by Dish or Comcast. I thought about the possibility that some thick-headed customer service rep may have blindly stuck to the standard disconnect script. I also figured that somewhere along the line – via homeowners insurance, or insurance coverage DirecTV has for this type of situation – some insurance would cover any lost/damaged/destroyed equipment. But the story, at face value, just did not make sense to me on any level.
    This morning, I tried to learn more. There was nothing online when doing a search for stories, it seemed. I searched Twitter, and found some folks calling out DirecTV, then went to DirecTV’s Twitter page (http://twitter.com/#!/DIRECTV), where they were posting responses that this was an incorrect rumor. I also found a Facebook protest page, “Boycott Direct TV (sic) for Charging Joplin Customers $500″ where the page members are now saying it seems that DirecTV is not doing this. Whether some misguided individual customer service rep bumbled into this mess and an understandably pissed off customer ran with it, or someone just assumed the company would blindly stick to its policy, is unclear.
    The situation, though, points to a dark side to social media. No matter what the power of this tool to garner attention and help create change, from keeping companies honest to toppling dictators, the opportunity exists for wildly inaccurate information to quickly spread but outraged but mis-informed, albeit well-intentioned, people.
    What do you think? How many examples like this exist for every example of social media driving positive change? What are some of your favorites?

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    http://support.directv.com/app/answers/detail/a_id/3211
    Helping Customers Impacted By Natural Disasters in Joplin, Missouri



    We would first like to express our sincerest sympathy to the people of Joplin, MO., who lost loved ones and homes in the terrible storms that hit the state last month. We understand there has been some miscommunication regarding DIRECTV's policy for customers affected by natural disasters and we are hoping this message will help to set the record straight. DIRECTV has historically had a policy in place to assist customers who are impacted by natural disasters, and we work with these customers to find a solution that best fits their needs. Options available include:

    • Account cancellation - If service cannot be restored at the customer's home due to the damage from the storm, DIRECTV will cancel the account, and waive any fees associated with the inability to return equipment, along with any remaining agreement on the account.


    • Account suspension - For customers who are without power for an extended period, we offer to suspend their account until power and services can be restored.


    • No-cost service calls - If/once service can be restored at the customer's home, we will send a technician at no-cost to ensure the dish is properly aligned and to fix any technical issues.


    • Equipment - For customers whose equipment was damaged in the storm, we offer to waive equipment replacement costs if they continue services with DIRECTV.

    If you are a customer that has been affected, please contact 1-800-531-5000 so we can remedy your situation immediately.

  5. The Following User Says Thank You to Eyore For This Useful Post:

    BeanieLuvR (06-05-2011)

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