The Walterland Blog

Yesterday, I learned that one of the things I'd been hearing people talk about for a while has become a reality. One of the grocery stores we frequent now offers delivery service...!

It seems to be pretty easy and pain free. You log in to their site, establish an account, then shop. Katie and I were checking it out last night a little and are considering trying it out. Now; you don't get to choose from all the items in the store, but it's broke down pretty well. You can search by aisle, which doesn't help me much because I always seem to have to back-track, or you can search for items on your own. It even has a database that keeps track of recent purchases. They'll even bring you ciggy-butts and booze... crazy...

I'll certainly document the experience... More to follow...

I did not receive a phone call from DirecTV tonight even though in the following email they claimed to have tried to call me. I think this little "hobby" has run its course. As you will read, they are now claiming that I did not qualify for the refund even though their web site said differently... but they are going to make good on it anyway. I guess that could explain the backlog... We'll see in 4-6 weeks.

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Dear Mr. Walter,

Thank you for writing. I'm happy to assist you. I tried to call you today at around 6 p.m. and again at around 6:30 p.m. to assist you, but I was unable to reach you. For fastest assistance right now, please call us back at (800) 531-5000 and a specialist will be available to help. If you would rather have someone call you, please respond to this email with a phone number and a good time to reach you. Don’t forget to include a copy of the original email. We’ll then ask a specialist to contact you in the next 3-4 days.

I did research your account, and noticed a discrepancy. The account was activated on 1/15/07, yet the promotion ran from 02/06/2007 - 05/01/2007. This would mean that you are ineligible for this rebate. However, due to repeated promises that you will receive this, I have contacted an associate in the proper department, and confirmed that a $100 check is being processed for you. I do need to tell you that this may take 4-6 weeks to be cut and delivered, but it is not uncommon to receive these within a few days. I understand that hearing this same information repeatedly can be very frustrating, and I truly apologize for the delay.

Thank you again for writing.

Sincerely,

Cody R.
ID# U6348
DIRECTV Customer Service

Long post day… get ready…

Those of you who know me, or who have at least read my blog, have recognized that I don't have a whole lot of luck... when it deals with people owing me one. Historically these issues have been, for example: Tax Refunds, Transmission Repairs, Tax Refunds, and this year... another Tax Refund. That's not what this is about, but I electronically filed my tax return on 3/19/2007... still waiting...

This story is going to focus on DirecTV and a refund they owe me for signing up for their service. A little history, they don't offer cable service yet where we live, even though a bazillion people live here... so I'm stuck with satellite. We switched from Dish to DirecTV because Dish kinda sucked.

I don't really like to post "bitchy" blog posts so much anymore, but this one is getting a little funny and I wanted to share it... Below you will find the email trail that documents my dealings with DirecTV and this refund. Bear in mind, it's only $100... Shouldn’t be a big deal... right?


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Initial Contact:

Date: 4/27/2007 – 2:56 PM PDT
Name: Todd Walter
Status: [Account Number: xxx-xxx-xxxx xxx]
[Phone Number: xxx-xxx-xxxx]
Email Address:
[Topic Selected: Other]
Details:
I completed the online for to receive my $100 rebate on 3/5/2007, I even received an email to track it saying it will take 3-4 weeks to process. I just ran across that email today I honestly forgot about that because it's been so long. Why has it been almost 8 weeks and I still have not received this? It could be because when I went to track the progress of, the received date has changed from 3/5/2007 to 4/11/2007. I'm very unhappy about this. What are you going to do to fix this? Why has the date changed? Is it going to change again? Will I be compensated for this as you got to keep the money for an extra 4-6 weeks? If you would like, I would be more than happy to send you the confirmation email I received on 3/5/2007. Please let me know where to send it to.

Thank you,

Todd Walter

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Response:

Dear Mr. Walter,

Thanks for writing. I'm sorry that you haven't received your $100 rebate yet. Upon review, I found that your DIRECTV Advanced Products Lease $100 Rebate had been received and a check request for $100.00 is now being processed.

You can also go online or call to check status of your rebate at any time without having to call DIRECTV to speak with CSR:

- Online at www.DIRECTV.com/rebate. - Young America Customer Service: (877) 286-4808.
Thanks for your patience and for giving us the chance to respond to your concern.

Sincerely,

Rizaldy Employee ID 100125994

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My reply:

Thank you for the canned answer. You in no way answered any of my questions. It has now been over 8 weeks since I submitted for that refund. Are you going to escalate this? Is this going to be pushed back again another 4-5 weeks? Why when I submitted this on 3/5/2007 did the date change to 4/11/07? Will this date change again? How will I be compensated for this error and apparent lack of concern? Are you going to address or investigate this or are you going to send me another canned answer?

Thank you for your time,

Todd Walter

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You get the picture…

Dear Mr. Walter,

Thanks for writing us back. I'm sorry to hear that you haven't received your rebate check as of this moment. I understand your frustration and we would like to resolve this for you.

I personally checked on the status of your rebate and I found that it is still in process. You can just check on the status of your rebate by visiting the link below and fill-up necessary information. Also, please be informed of your Tracking ID: xxxx-xxxx-xxxx. Please be informed that the processing time of our rebate offer is 6-8 weeks. We appreciate your patience.

Thanks again for writing.

Sincerely,

Mignonette R.

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Thank you for your response, but the email confirmation I received stated that it would take 3-4 weeks, now it sounds like you're back-peddling to explain the excess time. I understand that people make mistakes, but don't lie to me to cover it up and insult my intelligence. I also have to mention that even if it took 6-8 weeks, it has been 8 weeks as of April 30th... and the process is still on step 2 of 4. This was copied directly out of the email confirmation I received:

"Congratulations! You qualify for the DIRECTV DIRECTV Advanced Products Lease $100 Rebate #xxx-x. PLEASE ALLOW 3-4 WEEKS TO RECEIVE YOUR $100 REBATE CHECK BY MAIL."

Please have a manager get in contact with me regarding this. This is unacceptable.

Thank you,

Todd Walter

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Dear Mr. Walter,

Thank you for writing. I'm sorry for the delay with processing your rebate check. I personally tried to call you today around 9:45 p.m. (central time) to assist you, but I was unable to reach you. For fastest assistance right now, please call us back at (888) 355-7530 between 6:05 a.m. and 1:00 a.m. ET every day and a specialist will be available to help. If you would rather have someone call you, please respond to this email with a phone number and a good time to reach you. Wel then ask a specialist to contact you in the next 3-4 days.

Thanks again for writing. Stay tuned to directv.com for the latest on our products and services.

Sincerely,

Jennifer K. U6602

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OK, know what today is... today is the 9 week anniversary of the date I electronically filed for this refund. I just looked at the status again and it is STILL at step 2 of 4. At this point I don't know what else to do. I don't think you fully realize how frustrating this is for me. Something that should have taken 3-4 weeks is now at week 9 and there doesn't appear to be any progress being made. I don't believe you are taking this very seriously and I would like a manager to contact me at (xxx) xxx-xxxx on Thursday, May 10th at 6:00 PM PDT. That should be plenty of notice to organize for someone to contact me regarding this. At this time, I don't want to speak with anyone other than a manager who has the ability to resolve this issue.

Thank you,

Todd Walter

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Dear Mr. Walter,

Thanks for writing. I'm very sorry to hear that you have not received your rebate check. I have tried to call you a few times to discuss this issue with you, but I haven't been able to reach you. We're anxious to address your questions, but it’s difficult to do so by email.

Difficult service experiences like the one you had are rare and we certainly do not take them lightly. I want to assure you that we do value your business, and we want to make things right as quickly as possible.

For any further assistance, please call us at 1-800-531-5000 or reply to this email with a good time and date to reach you. (Please allow at least 24 hours for us to process your email).

Thanks again for writing. We appreciate your patience and understanding.

Sincerely,

James B. U7001

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I'm really unsure how this going lost in translation...

You said, "For any further assistance, please call us at 1-800-531-5000 or reply to this email with a good time and date to reach you. (Please allow at least 24 hours for us to process your email)."

I had already provided you with that information in the email you replied to, "I don't believe you are taking this very seriously and I would like a manager to contact me at (xxx) xxx-xxxx on Thursday, May 10th at 6:00 PM PDT."

Are you really reading my emails? Since we are still within the timeframe of 24 hours to process my email... I will expect a call at the time I requested.

Thank you,

Todd Walter

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If I get a call tomorrow, I’ll let everyone know.

More to follow…

Katie and I had been reflecting upon what's been happening around Walterland recently and there's a good bit to tell. Historically, I would just bring these stories to work. Now that we live 2,500 miles away, well... it's not that easy, and I don't want to bore the audience with every little thought or feeling that goes through my head.

I'd have to say that first on my list of discussion topics is my nephew Aedyn. My brother in law adopted him last year from his sister and has been raising him as his own. Everything was going great, up until roughly... we'll say... 5 months ago. Aedyn began complaining about pains in his legs. The pain was enough to keep him from not only sleeping at night, but from walking during the day. During this past Easter, he was carried around by his Daddy during the Easter Egg hunt.

He was taken to the doctors on several occasions, but no one was able to explain the irregular effects he was experiencing. After countless visits to the doctors, unfortunately Kingman is so small... there are only limited choices, Justin's fiancée took Aedyn to a different "out of town" doctor that had a Pediatrician currently working in their E.R.

Because I wasn't there I don't know what all transpired, but the doctor felt that attention should be paid to the symptoms. Enough attention; in fact, that they wanted to Air Lift him from the hospital in Lake Havasu to Las Vegas. Unfortunately, their insurance didn't cover such an extradition so he was driven there as it's only a couple hours away.

Later that same day after being admitted, he was given a barrage of tests. The result... Leukemia. Within hours of the diagnosis he was given his first dosage of Radiation. A couple days later, he had his "radiation tubes" implanted.

I couldn't believe this was happening. I knew medically he was in a great place as Vegas has a very good Children's Hospital, but he's only 2 years old. I have a daughter getting ready to turn 2 next month. I get sick at the thought...

He is going to be undergoing 6 month of rigorous Chemotherapy. He just completed his first cycle and got to go home yesterday. He gets to stay at home, semi-quarantined until the 14th where his therapy begins again. So it goes as follows, 3 weeks under treatment... 1 week at home (semi-quarantined). At that time, if it comes to that, his symptoms will then be re-evaluated.

I know there's nothing medically I can do to help. What we have done; however, is set up a web site for people to donate to the cause. Justin is working a new job, while still trying to make it up to Vegas to see his kid. I guess I should mention here that he and his fiancée are set to have their first child together in July.

You can read all about the goings on with Aedyn here. We have set up a donation site, so if you feel generous please click here.

This isn't me fishing for donations... just giving an update.

There have been lots of other updates I'd been meaning to post, but that's enough for one night.

More to follow…