• Report: #1143870

Complaint Review: Directv

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  • Submitted: Sat, May 03, 2014
  • Updated: Wed, May 07, 2014

  • Reported By: Jim J 954 — Oakland Park Florida
Directv
Raleigh, North Carolina USA

Directv Bulktv Trying to get service call to install new box for 10 months, they threaten to interrupt tv service for nonpayment of box Raleigh North Carolina

*Author of original report: Rebuttal confirms lack of intent to render services to account

*UPDATE Employee: Bulk TV's Response

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Directv has outsourced its service to Bulktv, a company in North Carolina who ignored repeated calls (someone will call you, no one called), set up service calls and no one showed up (when you call and get someone to respond). This went back and forth for 10 months, during which they sent a new receiver box as we can no longer control tv volume or use the remote to change channels. We asked for a tec to set it up, but again no one showed. We received an ultimatum on May 1st demanding $153.15 for the box or they will interrupt service if payment isn't received by 5/5/14. Bulktv's representative, Kerry Prihoda, was rude, neither apologetic nor interested in resolving an issue that is part of their contract with Directv. As for Directv, they auto-responded to our complaint by directing us back to Bulktv and marking the case "solved". This is what happens when service is outsourced so many times that a simple service call falls into the hands of absolutely no one. 


This report was posted on Ripoff Report on 05/03/2014 07:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Directv/Raleigh-North-Carolina/Directv-Bulktv-Trying-to-get-service-call-to-install-new-box-for-10-months-they-threaten-1143870. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Rebuttal confirms lack of intent to render services to account

AUTHOR: Jim J 954 - ()

Bulktv maintains that they received a request for service from me. Their response was to call back repeatedly to "troubleshoot" the problem. Why? We had called for service and had no problem paying for it. On one of those calls, someone put the resort's maintenance manager on the phone and he said he said that all the TVs were working fine. One, he was not "the employee" the rebuttal assumes he Was; he is an employee of the resort. Two, the receiver box was malfunctioning but, yes, our TVs were working. Why call about a problem with a receiver box and close the case because the TVs were working, unless you aren't serious about going out? Third, Bulktv had my cell phone number all along. My calls to a "Tom" of Bulktv at 919-780-5151 only led to more frustration over the next several months.

We have removed Bulktv as the dealer on our account. I've learned you really don't need a dealer in most cases and that you can work directly with Directv. They were very helpful in resolving this matter. The equipment is pretty basic, easy to switch out yourself, and inexpensive and, if you need a dealer to send a tech out, there are a host of dealers locally you can call on. Their numbers are on Directv's website under the search for dealers link.

I hold no personal animosity toward Bulktv. Consider this constructive criticism. There were many egregious mistakes made in the handling of our simple repair request. #1. Contact the decision maker, not just anyone who answers the phone. #2. If there is something you need to try to troubleshoot the problem, go through the decision maker on it. If you need to educate the caller on how your system and arrangements work, feel free to do so. #3. In regards to Tom, if you say someone is coming out to fix or replace the box, then please follow through with it. Restaurant operators are bombarded with time sensitive exigencies on a daily basis. A vendor who "didn't show up again" is the last thing we need to deal with. #4. Ms Prihoda needs to listen to the customers. She came on with the attitude of a tax collector chasing down an old bill, not accepting any responsibility for the poor service, showing zero empathy and even a desire to interrupt our Directv service. May this be a learning experience for Bulktv.

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#2 UPDATE Employee

Bulk TV's Response

AUTHOR: Bulk TV & Internet - ()

Bulk TV & Internet makes every effort to resolve all customer issues in a timely, professional and fair manner. We take extensive strides to resolve payment disputes before initiating any service interruption to facilities; however, under certain circumstances, we are forced to implement this measure.

Customer called on 7/3/13 requesting service for one of five televisions in the public viewing area that were not working. We contacted the property on 7/5/13 and 7/8/13 in an effort to troubleshoot the problem and verify the service issue. On both occasions, we were told that we needed to speak with Mr. Jordan. We left our 800# and the case# for their reference. After 10 days without a response, we once again contacted the property on 7/18/13, at which time the employee reported that he did not see anything wrong with the televisions in the restaurant. He indicated that he would have Mr. Jordan contact us if further assistance was required.

There was no contact with Bulk TV regarding that or any other service issue until 1/30/14 when the customer contacted DIRECTV to report that a receiver was failing and requested a replacement. DIRECTV referred the customer to us and a receiver was ordered. It was delivered and signed for on 2/4/14. There was no request for assistance in replacing the receiver as this is typically done by the facility and a service dispatch is not required.

On 3/26/14, Mr. Jordan spoke with Bulk TV regarding the outstanding invoice for the replacement receiver. He indicated that he did not want to pay for the unit and requested an RMA be issued so the unit could be returned for a credit.  Following that conversation, two email notifications were sent to the property regarding the return of the unit. We also verified with FedEx that there had been no movement on the RMA shipping label. On 4/30/14, we made two attempts to reach Mr. Jordan via phone to discuss the situation, and we also sent a follow up email indicating that the problem must be resolved by 5/5/14 to avoid interruption in service.

At approximately 5:59 PM on 4/30/14, Mr. Jordan contacted DIRECTV reporting the potential interruption in service. On 5/1/14, DIRECTV responded and again referred him to Bulk TV. Then, he received assistance with the receiver replacement as a technician is typically not required for this. DIRECTV also indicated that if he wanted a technician to be dispatched that there may be a labor charge associated with the call. At 9:20 PM, Mr. Jordan sent an email to Bulk TV in reference to DIRECTV’s response and requested a service tech be dispatched to replace the receiver. On 5/2/14, Bulk TV informed Mr. Jordan that a technician could not be dispatched until the outstanding invoice was resolved, and payment needed to be made by 5/5/14 to avoid an interruption in service. On 5/5/14, Mr. Jordan informed us via email that payment would be made that day.

Payment was not received, and on 5/6/14 service was suspended.

It is our goal to continue providing our customers with the quality service, which they have come to expect from Bulk TV and Internet.  Quality service will continue to be the focal point of our business, and as a team, we strive to ensure customer satisfaction in all areas. 

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