Thursday, September 15, 2011

Consumer Justice

Last July, I made one of the worst decisions of my life: I signed a two-year contract for DirecTV.  The low monthly price and over 200 channels lured me into a relationship that seemed right at the time.  Since being a customer, I have had to call over 10 times to have a service technician come out and fix my satellite for the same issue; 6 of those calls have happened between August 20 and today.  Each time I call, I'm assured the problem will be fixed, and that someone from customer service will call to address the recurring issue.  Until today, it had not happened.

There are always those occasional run-ins with the companies from which we choose to purchase products and services.  None are perfect (though I am beginning to believe Apple and Publix are), but none have tried my patience more than DirecTV.  In fact, it was not surprising that I recently discovered that they are not an accredited company of the Better Business Bureau.

Part of my frustration stems from the fact that I have a degree in Business Management.  I have been trained to know how a good business operates and why some companies fail, and I have always had a strong conviction to hold corporations responsible for their faulty products or incompetent service.  As consumers, we should have high expectations.  So, I have probably spent more time than most people caring about righting wrongs when it comes to the things I pay for and holding people accountable.  Consumer justice, if you will.

Then there is the pastoral side of me.  The one that tries to keep me in check when I'm on the phone raising my voice.  The one that makes me think "I wonder if I'm ruining this person's day" or "would this person fall out of her chair if I stop my rant and tell her I'm an ordained minister?"  Carson has even looked at me once, while on the phone with DirecTV, and motioned his hand down, as if to say "Take it down a notch."  I probably have not always done the best job walking the line of utter frustration and anger and a grace-filled concern for the respect of all involved.

It took me over an hour to fall asleep last night because I was preparing in my head my opening arguments for the DirecTV call I knew I had to make today.  I wanted justice, I wanted to be articulate, and I even wanted to preserve the dignity of the stranger on the other line.

After an online chat to try to secure a phone number for an "escalations representative" (yes, they call it escalations) and finally receiving a call from a customer service rep after 2 weeks, I was able to express the frustration of the last few weeks.  I wanted someone to affirm that our service was unacceptable, and I wanted something to be done.  By the end of the conversation, we were approved for 60 days of credit for non-service, and I thanked the rep for letting me air my frustrations to her.  All in all, I think it was tolerable for both parties, but I'm not holding my breath until I see the bill credits on an upcoming statement.

As I "watch" TV now with a pixelating picture and sound that goes in and out, I can't help but think that these are the standards our government should care about as they consider the state of the economy.  I think I could get behind corporate tax rates that are based on quality products, environmental responsibility, employee care, and outstanding customer service.  Let these companies that run us around take on our national debt.  I'd be ok with that.