[IP] DirectTV Techs: Policy Makes Lying Part Of Job
Begin forwarded message:
From: EEkid@xxxxxxx
Date: May 2, 2006 4:44:41 PM EDT
To: dave@xxxxxxxxxx
Subject: DirectTV Techs: Policy Makes Lying Part Of Job
http://www.local6.com/problemsolvers/9142100/detail.html
DirectTV Techs: Policy Makes Lying Part Of Job
ORLANDO, Fla. -- A group of DirectTV satellite technicians who have
installed systems in homes across Central Florida sought out the
Problem Solvers to fight back against a company policy they say
creates an environment where lying to customers is part of the job,
according to an investigation.
A large group of DirectTV technicians traveled to Local 6 studios to
talk about being pressured to sell systems connected to phone lines.
The technicians said their supervisors have been putting pressure on
them by deducting $5 from their paychecks for every DirectTV receiver
that's not connected to a phone line, the report said.
"They admit, they've lied to customers along the way," Local 6
reporter Nancy Alvarez said.
"If we don't lie to the customers, we get back charged for it and we
don't make money," a technician said.
Local 6 News reported that phone lines are not necessary for a
DirectTV system but having them enhances the service -- allowing
customers to order movies through a remote control instead of through
the phone or over the Internet.
But the report found that every phone line connected to a receiver
means more money for DirectTV and Mastec -- the contractor these men
work for, Alvarez said.
"So, it's just a convenience?" Alvarez asked.
"Yeah, it's more convenient than anything else," a technician said.
"We go to a home that needs three receivers that's $15," a technician
said.
The group said supervisors have ordered them to do or say whatever it
takes to avoid a deduction on their paychecks, the report said.
"Tell the customer whatever you have to tell them," technician Frank
Martinez said. "Tell them if these phone lines are not connected, the
receiver will blow up."
"You've been told to tell them that?" Alvarez asked.
"We've been told to say that," Martinez said. "(And say) whatever it
takes to get that phone line in the receiver."
The report uncovered that the apparent lie could cost customers big
money.
The fee to have a phone line installed could be as high at $52 per
room. A wireless phone jack will cost another $50.
Managers at Mastec's Orlando office did not want to comment on the
report.
"We're hoping to talk to you guys about some concerns raised by your
employees." Alvarez said.
"Guys, I need you to walk out of the office, this is a private
office," an office worker said.
"Are you asking employees to lie to customers?" Alvarez asked.
The officer worker did not answer Alvarez's question.
Local 6 News reported that statements from the Mastec and DirectTV
corporate offices make it clear that the policy of deducting money
from employees' paychecks will continue.
A DirectTV spokesman said techs who don't hook up phone lines are
"denying customers the full benefit and function of their DirectTV
System," Alvarez said.
"The men (at the studio) disagree," Alvarez said. The group said the
policy has done nothing but create an environment where lying to
customers is part of the job, she said.
"It's either lie or lose money?" Alvarez asked.
"We don't have a choice," a technician said.
During the Local 6 News investigation, Mastec decided to reimburse
money to some technicians who had met a certain quota but the policy
continues.
"One reason (for the policy) could be that DirectTV does keep track
of their customers' viewing habits through the phone line," Alvarez
said.
Last year, DirectTV paid out a $5 million settlement with Florida and
21 other states for deceptive practices.
Now, because of the Local 6 News story, the attorney general's office
looking into this newest issue, Alvarez said.
Watch Local 6 News for more on this story.
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