All of my contacts with Direct Path have resulted in my "struggling " to understand the customer service representative. I am no youngster, and have been exposed in my lifetime to various accents but their representatives can not be easily understood. At times I can sense their resentment when I ask them to please repeat what they said. This is not a way to run a business.

On top of that their service is poor. After several calls, the norm was to place me on hold several times while they checked their records. It is not being placed on hold what gets me, but the frequency in which they do so during a call. For an upgrade on my receiver, I made myself available from 8 AM till 5 PM one day and they failed to show. When called about this incident, I got the run around. And to add insult they wanted to attach additional fees than previously quoted.. Direct Path is a service that is part of the leasing contract. I do not recommend them.

I just moved into a new apartment and was told that I had to get my internet and TV from Direcpath . Had I been smart enough to review the comments online BEFORE signing my contract, I'd of been a lot better off. First of all, they have HORRIBLE customer service. I understand companies outsource but if there is a disconnect between the US base and the call center in the Philippines, then someone needs to work to resolve the issues. Communication is key in all forms of business and in helping customers have a pleasant experience.
I am highly disappointed at the level of customer service Direcpath provides. My installation technician did not install my DVR box properly or wait to install my second TV on my installation day. So when I call due to an outage, I was told by the person trouble shooting that my technician never put in a work order for someone to come and install my second TV (he had told us he would on the day he was suppose to install TWO TVs but only did one). So as we are trouble shooting the person tells us that the DVR isn't properly set up and we've been paying for us to be able to record two things at once and we haven't had the capabilities to. So she sets up a Saturday (Two weeks after my call) installation of the second TV that was NEVER installed and was suppose to have been installed and for someone to come and properly install the DVR we had been paying for. Then on Saturday we get a call at 9:30am telling us that the technician they sent was the wrong kind of technician as we live in a multi dwelling unit. So I call DirecTV as they are who we have to call for troubleshooting and find out that at the top of my page is says it bright red letters- MDU since I live in an apartment. So then we call direcpath's customer service line as we need to have someone out to our apartment as we have already wasted half of our Saturday at this point. We spend a good two hours on the phone with DirecTV and direcpath and are told that a proper technician will be sent to our location that day by 5pm! So we WASTE an entire Saturday waiting on a technician to find out that the person in the Philippines who was our customer service person, had LIED TO US. We call back to the call station that is outsourced to the Philippines to only be treated very rudely and were also told after about TWO MORE HOURS on the phone that the technicians don't DO INSTALLATIONS on Saturdays. So not only did we get treated horribly by Direcpath staff, we lost an entire Saturday and NOTHING IS RESOLVED. I tried calling the corporate office for two hours the following Monday and was unable to even get a voicemail so that I could voice my compliant.

Also when I was on the phone with the Philippines on Saturday evening, they said the earliest they'd be able to send someone to my home would be on Tuesday between 9 am and 10am. So after my multiple attempts on Monday to get someone in the Atlanta (corporate) office, I finally cave and call back to the outsourced call center that has no respect for the customer. So I talk to them my entire commute home on Monday evening to only find sitting on my door a HUGE ORANGE SHEET saying that direcpath had stopped by but no one was home! So I tell the girl on the phone with me and she laughs and tells me that I am wrong because there is nothing in her system saying they are coming. I read her the note and she tells me I am wrong. She then LAUGHS when I become even more frustrated that she doesn't believe me and is calling me a liar.

So after speaking to her manager who also called me a liar and said no one has tried to stop by I gave up and call the corporate office again. Surprise, surprise- the number just rang and rang.

On Tuesday morning, I get a call and my technician is on his way. He says he is ten minutes away. As I work 30 minutes from my home, we had asked the person in the Philippines to please have the technician call us an hour before he arrived (the call center person's suggestion). Once again, a HUGE disconnect between the call center and the US.

So I rush home and I find out through talking to him that all of the technicians have had to deal with the customers’ wrath due to the mess ups with the call center. Also he said that someone had called him on Monday to come stop by our apartment late in the day with none of our contact information and no real idea of what needed to be done. So when he realized we weren't home, he did not have any way to call us. So he was there and I am not a liar.

Direcpath has no respect for their customers and I know that my entire complex is petitioning to have them removed as a preferred provider. So please be smart and trust these reviews. I have never been treated so horribly in a situation over something so easy to fix.

This company is the worst company that I have ever had to do business with. They are the only company that the building will let me use and I have placed 3 orders to do an install and finally had to get a manager involved and then they sent the wrong receivers. Now DirecTV tells me I have to pay for the receiver since they already installed the first one. If you have a choice DO NOT USE THIS COMPANY!

I can't believe as a potential new customer you would allow your Philippine reps to be on the front-line of your service calls. These are pure idiots you have attempting to service customers. On two ph calls this evening one lasting more than 30 minutes until I got so frustrated with the incompetent rep that I hung up. When calling back and requesting a Supr. the same rep attempted to fool me into believing she was a diff person. Even I had enough sense to know better I then got Ana who claimed to be a supr. Again I noted my frustration with her and she did not have enough cust savvy to say I apologize for your frustration but let me help you. After asking to confirm what the other rep told me I asked her about the $2.95 paper stmt charge and if I choose to have online billing would the fee not apply. She put me on hold and for 10 mins I waited for her to return. Now my level of frustration went to straight pissed off. I realized this is cheap labor but is it really the kind of cust serv you want to be a reflection of your company. If it is then you really need some guidelines to good cust serv and let me tell you I don't think there is enough training you can provide those idiots you employee overseas. In the US we have over 8% unemployment so companies like yours can hire absolutely the most inadequate people working for you. This was such a horrible experience I will not be moving into the complex your company provides service to because if I can't talk to the people I would be paying money to for a service I surely can't trust your other employees or future service to be any better. If your company were the last company on earth providing this service I would rent movies to avoid having to deal with the likes of your representatives. This may fall on deaf ears but you really need to address the training of your reps. More importantly they need to be able to understand and speak English that would a starting point. However, at the price of your service I don't think customer service is what you are really concerned about. In addition you have the nerve to want customers to take a survey after they talk to your incompetent cust reps. this is just the most ridiculous service I have had in a long time and these days it does not take much. Let me give you a company you could learn much from American Express try it. Unless you move your company or some portion of it to the states where we speak English you should refrain from asking for customer feedback because it apparently is not an important factor in you operating your business. Feel free to respond to this email I really would be surprised if I ever hear from you. I just hope no one asks people that live in that subdivision about your company.

My apartment complex has a contract with them. They are awful. Their cable service is constantly out, and their customer service on the phone is awful.

Their technicians cannot seem to repair things, and their reps over the phone seem to have no clue about their services. I would never recommend this company's services to anyone.