DirecTV AT&T AT&T / DirecTV Actively Anti Senior (2024) Santa Rosa California

   Inaccessible to seniors in such to go beyond gross negligence and could be perceived as intentional abuse for profit.

   The Genie remote was unusable. The $25 high visibility replacement remote was the same remote with the addition of an even more inaccessible button. The $25 upgrade remote is supposed to be ADA compliant. Her caregiver, whom has improved dexterity over the senior this was intended for can fully attest to it quantifiably being more difficult to use. To re-iterate; this enhanced remote which incurs an added fee to posses for seniors who need it, is actually a greater burden to operate.

   As an added observation, the overall User Experience appears to be designed to lean towards guiding the user into making unintentional purchases.

   This is my personal observation. The senior using the interface is irritated* by the new design to the point of wanting to cancel service as direct result of unintuitive design resulting in unintended consequences.

*Too confusing, too busy, too difficult to read.

*Complaints about the menu layout.

*Complaints about how the IR remote interfaces with the UI (IR remote layout is absurd. As it is the only way to interact with the GUI, design makes it inaccessible to seniors despite your attempts to get unintended rentals/purchases)

*The paper instructions are written in a font so small they require magnification.

*Even with a clear view of the remote instructions, the instructions are unclear.

!! Poor call center outsourcing.

   !Insisted on following script. Even during obvious pauses in script intended for customer interaction; did not wait for customer.

  !Actively refused root cause. Did not ask probing questions, did not accept reason for call.

  !Actively sold a product they knew would not work in order to end the interaction (call times a priority)

  !Relied on unannounced silent holds.

  !Cold transferred without cause to another agent to reduce call time.