We contacted Mr [redacted] and addressed his complaintWe informed him that the $monthly charge is for a protection plan service that we provideThis was set up over the phone two days after he was installed with DIRECTVWe researched this and found a recorded phone call of this conversation taking placeHowever, due to the miscommunication, we have decided to refund the chargesMr [redacted] will receive a check in the mail of $83.88, which is a full refund of the chargesMr [redacted] has agreed that this is an acceptable solution
We installed [redacted] with his DIRECTV and was under the impression he was getting internet as wellThere was a miscommunication with what speeds were availableThe customer thought they would be getting a faster speed than was available as well as a lower priceWe came to an agreement with the customer and he is keeping his current internet provider and are compensating the customer for the differenceThe customer was satisfied with the resolution
We’ve been in contact with the customer and have been working towards a resolutionWe apologized for the experience that she had with our companyWe do have processes and procedures in place to prevent these kinds of things from happening, such as a verification call and paperwork that describes all of the terms and conditions of the offerHowever, we were unaware of the offer that the sales representative offered for this customerUpon reviewing the hand written documents that were not supported by our company, we are willing to help this customer with what was promised to herWe requested that the customer send in their DISH bill to us, along with the cancelation fee and we would reimburse her for it by sending a checkThe customer is aware of the steps that are needed to receive the reimbursement checkThe customer has also canceled out her DISH servicesThe customer has the Customer Service Managers email address and will be sending it within the next 7-business daysAs soon as we receive it, we will send her a check for the amount agreed uponWe apologized for the lack of communication regarding this situationIt required some investigation as this is not a experience for one of our customers We have put the sales representative involved with this situation on probation to ensure that this kind of sales practice does not happen again with our company
The customer is extremely busy with several different things so we haven't been able to get in contact with her to confirm a secondary resolutionWhat we had spoken with the customer about originally an what we're able to do for her is to confirm that we will get her second year price of $plus tax back down to what she was quoted at for the first year or we will pay any fee's for her to get out of contract
We spoke to Mr [redacted] and apologized for his experienceWe coordinated times for a technician to come to the apartment complex and install him with DIRECTVWe also made sure that everyone else that had technical problems at the complex got everything resolved before the technician leftWe were able to get Mr [redacted] on the new DIRECTV promotion which included a $ [redacted] visa gift cardAfter speaking with him over the phone, everything has been resolved and the customer is satisfied with the services providedWe will always try to get customers installed as soon as possible according to the availability of the customer and the technicians / [redacted] Style Definitions */
We contacted Mr [redacted] and addressed his complaintWe informed him that the $monthly charge is for a protection plan service that we provideThis was set up over the phone two days after he was installed with DIRECTVWe researched this and found a recorded phone call of this conversation taking placeHowever, due to the miscommunication, we have decided to refund the chargesMr [redacted] will receive a check in the mail of $83.88, which is a full refund of the chargesMr [redacted] has agreed that this is an acceptable solution
We installed [redacted] with his DIRECTV and was under the impression he was getting internet as wellThere was a miscommunication with what speeds were availableThe customer thought they would be getting a faster speed than was available as well as a lower priceWe came to an agreement with the customer and he is keeping his current internet provider and are compensating the customer for the differenceThe customer was satisfied with the resolution
We’ve been in contact with the customer and have been working towards a resolutionWe apologized for the experience that she had with our companyWe do have processes and procedures in place to prevent these kinds of things from happening, such as a verification call and paperwork that describes all of the terms and conditions of the offerHowever, we were unaware of the offer that the sales representative offered for this customerUpon reviewing the hand written documents that were not supported by our company, we are willing to help this customer with what was promised to herWe requested that the customer send in their DISH bill to us, along with the cancelation fee and we would reimburse her for it by sending a checkThe customer is aware of the steps that are needed to receive the reimbursement checkThe customer has also canceled out her DISH servicesThe customer has the Customer Service Managers email address and will be sending it within the next 7-business daysAs soon as we receive it, we will send her a check for the amount agreed uponWe apologized for the lack of communication regarding this situationIt required some investigation as this is not a experience for one of our customers We have put the sales representative involved with this situation on probation to ensure that this kind of sales practice does not happen again with our company
The customer is extremely busy with several different things so we haven't been able to get in contact with her to confirm a secondary resolutionWhat we had spoken with the customer about originally an what we're able to do for her is to confirm that we will get her second year price of $plus tax back down to what she was quoted at for the first year or we will pay any fee's for her to get out of contract
We spoke to Mr [redacted] and apologized for his experienceWe coordinated times for a technician to come to the apartment complex and install him with DIRECTVWe also made sure that everyone else that had technical problems at the complex got everything resolved before the technician leftWe were able to get Mr [redacted] on the new DIRECTV promotion which included a $ [redacted] visa gift cardAfter speaking with him over the phone, everything has been resolved and the customer is satisfied with the services providedWe will always try to get customers installed as soon as possible according to the availability of the customer and the technicians / [redacted] Style Definitions */