Service fail: DirecTV charges Colorado fire victim for destroyed equipment
— CHUCK METROPOLIS (@ChuckCityMusic) June 14, 2013
Wow! What’s that all about?
— Michelle Malkin (@michellemalkin) June 14, 2013
From The Gazette:
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 DirectTV.
They told him he would owe $400 for a satellite dish and two receivers destroyed in the blaze.
The story did not resonate well with Twitter users:
— Alysse Stewart (@AlysseStewart) June 14, 2013
@DIRECTV Shame on you for not doing more to help the Black Forest Fire victims.
— Tracy Baldwin (@teb618) June 14, 2013
After it was clear that a public relations disaster was at hand, DirecTV started backpedaling like a bicyclist with broken brake cables careening out of control down a mountain road:
— The Denver Post (@denverpost) June 14, 2013
@AprilENowicki please know we will help this customer and others as DIRECTV has a long standing disaster policy: http://t.co/zxgkgUrv1x.
— DIRECTV (@DIRECTV) June 14, 2013
For some, that simply wasn’t enough:
— Alysabeth (@AlysabethC) June 14, 2013
And there are still unanswered questions:
— Julia Leonard (@Julia_E_Leonard) June 14, 2013
Here’s one catch that won’t put DirecTV at the top of anybody’s list of great companies:
Get this: @directv will only cover your equipment lost in the fire, along with the rest of your house/possessions, if you keep your service.
— Derek Suboticki (@InsiderSubo) June 14, 2013
That’s true, according to DirecTV’s disaster policy (which is itself a disaster). That must be part of their “we’ll do the right thing but only if we’re sure we’ve got you for life” package.
That brand of horrible customer relations is nothing new. The Gazette noted that during the Waldo Canyon fire one year ago, DirecTV also charged for destroyed equipment.
@DIRECTV Bullshit. "waive any fees"?? You didn't waive fees for the Waldo Canyon Fire and now you're screwing the Black Forest Fire Victims.
— Jennifer (@JennPossible) June 14, 2013
Twitchy will keep you posted as this example of disastrous customer relations continues.