DECATUR, GEORGIA -- DirecTV is a money-hungry company that will do anything to steal your hard-earned money through hidden fees and gimmicks. Do not, I repeat, DO NOT ever engage yourself in a contract with this terrible vendor, and I will tell you why. To start off, I wasn't able to get internet service at my apartment complex without getting DirecTV. I could only get internet by purchasing TV from DirecTV and internet from AT&T as a bundle. If this isn't robbing people in blind daylight, I don't know what is. It put a bad taste in my mouth from the very beginning.
My rate was $15 a month for the first year of signing with DirecTV, and after a year, they raised it to $49 a month. From the very beginning, I told them that I wouldn't be willing to pay $49 dollars a month for the basic service. They told me, "It's fine! After a year, you can call back and negotiate your rate back down to $15, don't worry." So not only are they thieves, they are liars, because this clearly did not prove to be true.
When I received the $49 dollar bill in the mail, I immediately called the customer service, which is the worst that I've ever dealt with. I was on the phone with them for 50 minutes -- it took 40 minutes of holding, listening to propaganda about how great the company is, to actually get someone on the phone. When I finally got connected to a customer service representative, they told me they could lower my rate down by $5 and that's the best they had.
I asked them why they value new customers over existing loyal customers, who have been paying their bills on a regular basis. They then proceeded to tell me that they value all customers the same, yet, new customers get a $30 dollar discount, while existing customers are eligible for a $5 discount, and that's only if they call to complain. Interesting to see how much existing customers are 'valued.'
I then asked to cancel my account, at which point, I got put on hold for another 15 minutes. When I got connected, the customer service representative told me that there was a disconnect behind what the company offered and what I wanted. He told me that I just had the basic TV, and DirecTV didn't specialize in that. He told me that I was behind the times, which was probably why I was dissatisfied. Really not a great idea to insult one of your "valued" customers and someone who is trying to disconnect from your service. I am now stuck with paying a $220 disconnect fee, which, by the way, they didn't explicitly tell me about when I connected with them.
And you wonder why young people don't want to buy TV anymore. A word to the wise, DirecTV, if you want to maintain your market share amongst young people, lower your prices, or improve your service. You can't claim to offer great service, when your customers can't even watch TV when it rains or get in touch with a customer service representative without spending an hour on the phone holding. You are not worth one single penny, and I will let all of my network of friends and colleagues know this. I hope you remember our conversation, as well as the many conversation like ours, when you are watching your business dwindle and asking yourself why.
On or about February 2015 I contacted DirecTV to cancel my service. I had to relocate & the new complex I was moving into did not allow satellite dishes. If they did, I would have definitely continued my new service with them. I was a DirecTV customer for more than 15 years & spent at least $4000/year with them. I was informed that I was going to be charged a cancellation fee of more than $450. I was very taken aback by this. I pleaded my case about being a loyal customer & the fact that the new complex would not allow satellite dishes. Their response was quoting me some FCC law that states that complexes are not allowed restrict satellite dishes.
I spoke with the President of the Association & he had no intent of changing the bylaws. No matter what I stated to DirecTV they did not want to hear a thing. The representative did promise me that he would send my request to the "back office" & they would inform me of their final decision. I never heard back from them & received no more bills so I assumed that it was resolved.
Fast forward to October, 2015 when I decided to purchase a vehicle. The dealer runs my credit report & discovers that a credit collection agency states that I owe them money for DirecTV. Once again, I called DirecTV to plead my case & inform them of my dissatisfaction. They couldn't care less. In addition, they informed the collection agency to not accept a settlement on my account. Either pay in full or the derogatory mark stays on my credit. By the way, I emailed the President of DirecTV to inform him of my situation & received an email stating the same things that all his other employees did. If I ran my company this way I'd be out of business!!
My advice is to use any other cable/satellite provider in your area. I still cannot believe after spending more than $60,000 with them in 15 years that they could care less about my satisfaction. I will NEVER use them again no matter where I live!!!
SOUTH BOSTON VA -- I ordered DirecTV and it's been a horrible experience so far - it's been less than a month. First, I ordered DVR, two rooms on Oct 31. I was sent one box, no DVR. I paid extra shipping the day I ordered it for the extra box. Nov 5 was setup to install, and that's when install tech realized that the "bedroom 2" box was missing. No biggie. He had to come back a few days later. Then the tech realized that it was not a DVR box, so he had to come back again.
After this time the bedroom 1 worked correctly, but bedroom 2 not at all. The tech came back out today, and all is running correctly. I was told over the phone that if I would upgrade my package that I would not be charged from day one since the entire time something was missing or not working, so I agreed. I called today after the tech fixed issue, and was told "I can give you $25 off once." That's a huge difference between not being charged if I would upgrade my package.
Overall, the install tech was great, and at least it's working (but it's going in and out due to clouds??? Not rain, just clouds). I'm extremely annoyed being lied to about upgrading my package to cover their screw up and still having to pay. My advice, if you can get cable, get it. I'm still shocked. After all of these years satellite companies are still the lowest scum companies out there. Will this ever change? Do they even need to if it's the customer's only option?? I am assuming that's the way they look at it. I have several recorded conversations I am tempted to put on YouTube of their customer service, basically saying "you can fuss all you want but we have you for two years".
SPRING, TEXAS -- We have been a customer of DirecTV for years. We moved from one house to another and scheduled the move with DirecTV in advance and they said they would be out Sept 30th to install the equipment in our new house. Well that day came and the tech never showed up in his time slot. Followed up with the useless online tech/appointment tracker to find that he logged that he was at our house. Hmmm.. That's funny because so are we and there's no tech in the house.
We called DirecTV and of course they act like they operate as different business between departments and have to get back to us. They call back and say he is on his way. Still no show. Called them again. This time his truck broke down but will be there shortly. Still a no show. Called again, "Oh, he was sent to the wrong address. We will have some come out in the morning." Furious because we know they are lying!!
Next morning a nice guy with no type of authority calls and apologizes and says he will credit us $50 and find out how to resolve this. The findings were to reschedule the appt for the next earliest appt on Oct 7th. A week later!!! Due to the NFL Sunday ticket we had no choice but to wait like idiots. We barked up every tree and even cancelled the service and they did not even care.
I bring this up now because I scheduled another appt with them for a different matter. They said they will be out between 8-12. At noon we looked at the tracker and guess what??? The tech logged he is on location. Got to watch those techs. They are very sneaky. They are in your house and you don't even know it. LOL!!
ARIZONA -- As the title states this is to inform people about how DIRECTV REALLY is. This is going to be long and a bit redundant however it must be that way in order to correctly tell the story. I recently moved to Lake Havasu City AZ from California. The plan was to RENT a house while I was actively looking for one to BUY. I moved into my rental house at the end of 2014. The house had already had DIRECTV prior to me moving in - nicely installed dish on the roof etc. We went a couple of months just watching Netflix and DVDs but around Christmas we decided to get DIRECTV.
I called Direct and explained my situation (rental house but looking for a house to buy) and asked the salesperson "what happens when I find the house I want to buy here in the next few months?" The answer and I quote: "no problem at all sir, we here at DIRECTV want to make your move as painless as possible. Simply take your receivers and remotes to your new house and leave the dish on the rental house. We will come set up everything and get you going again free of charge with a 2 year agreement." "Great!!!!" so I thought!!
When I found the house that I was to buy I did EXACTLY what I was told and took the receivers and remote with me to the new address. I then called Direct to have them come set it up. DIRECTV then told me it was going to be $214.00 to move my service!!! I explained calmly what I had been told when purchasing my contract... Direct's response "Sorry sir there is nothing I can do." I then talked to a manager - same result!! I HAD BEEN BOLD FACE LIED TO AT THE SALES STAGE OF MY DIRECTV EXPERIENCE!! Liars!!!
Who in their right mind would sign a 2-year agreement knowing that they would have to pay hundreds of dollars when they bought a house 6 months later???!!! NOBODY... LIARS!! Anyhow I reluctantly paid to have them "move my service." IT GETS BETTER and are reading this, my phone number is **.
DENVER, COLORADO -- My local cable company quit servicing at the first of October. So on Oct 2 I called to get DIRECTV set up. The soonest they could install was 10/22 between 8 am - 12 pm. I agreed and paid the $71 install fee right then. So I took off work on 10/22 to be available for them to come install. Noon rolls around and I have not heard from them, so I call. I get told by 3 different people that my install date is actually 10/28 even though I have an email confirming the 10/22 install date. I get told that someone changed it on their end on 10/21 without documenting any reason or calling to notify me.
After talking with 3 different supervisors I get told "maybe" they can get a technician out today. Next call I get told a technician tried to come by but could not find my house. "But wait," I say, "I have been sitting by the phone and no one called. If they couldn't find the house why wouldn't they call me for directions?" No answer for that. Then I get told someone will be here between 4-6 pm, then I get called to be told they can't get a technician out at all today.
After taking the day off work and spending close to 4 hours on the phone I don't get anything, not an offer for a credit if I allow them to come another day, not a refund on my $71, nothing. They apparently think that their service is so wonderful we should just bend over and let them do what they want. I have lost close to $400 today and still no DIRECTV service to show for it. I did finally get offered a $50 credit whenever my account gets activated, if it gets activated. Seriously? Why would I want to do business with someone who treats their customers like this?! Moral of the story: Think twice before you sign up with them!
LUBBOCK, TEXAS -- First off, let's start by saying that I never wanted DIRECTV in the first place. My ex-fiance wanted it, so when we moved into our house I set it up for him. My first thought was to go with cable but the company in our area was all screwed up and dropping a lot of the channels he wanted. He also wanted the NFL Sunday ticket that DIRECTV offers. So, I called DIRECTV after trying everywhere else, and told them I was just looking for rates. Before I knew it, they were all ready to set me up for service. Basically, they wouldn't even give me a rate before I had given them all of my information. So the bill and everything is in my name.
Then, my fiance and I broke up. I called to try and cancel my service. They informed me that it would cost around $400.00 to cancel. They told me that the only way to cancel without the large fee was if they didn't offer service at my new house, and that someone would have to come and try to install it to even know that (and I would still be charged with an installment fee). So I told them I would think about it and just keep it for the time being. Finally, I decided I didn't want the service and called them back to cancel.
Trying to cancel anything with this company is nearly impossible without getting enraged. They are manipulative, insensitive, pushy and annoying. I was asked by at least 3 different people why I wanted to cancel service and every one of them also tried to get me to keep my service. On top of that, these fees are ridiculous. They also said they would send me boxes to send back my equipment in, and proceeded to send them to the wrong address, so I had to call them YET AGAIN to change my address and get asked YET AGAIN why I dropped service.
Basically, I feel as if they use bad sales tactics to rob people blind and then are pushy to get you to keep service. I've never had so many problems with billing and setting up and cancelling services as I've had with DIRECTV. I do not recommend them to anyone.
GREENWOOD VALLEY, COLORADO -- I had been very happy with my service before today. My old Genie finally has so many problems that I was going to order the new model of Genie (About a year ago I had purchased their Premier Plan for an additional approx. $20 a month at which time if I had a problem with my current equipment I would get the new latest and greatest equipment that they had available). Well I called today for the upgrade to the new model Genie to replace my defective one, which 2 customer service reps said I had the right for an upgrade in my contract, and was told that they would send a tech out to try and fix my old one or give me a remanufactured one of the same model.
I had the same problem with Dish when my DVR went out after 6 years and they kept sending me "Remanufactured machines that were as bad or worse than the ones I had sent back to them". After 3 times of non-working DVRs from Dish I changed to DTV and got their newest and best equipment that has worked great for the best part of the last 6 years. Now that I want the upgrade that I was promised when they added the additional $20 fee for the Premier Service Package, they are not going to live up to the promise they made.
After talking to a customer service representative and her supervisor, I was told they just couldn't guarantee that I would get the new one, would probably get the remanufactured one like Dish had done to me. I was told that they could not order me a new one and that I would have to accept what they sent.
I know that is BS, as my brother, who had the same machine that I have just called them and asked for the new model Genie and they sent out a tech and the new machine for installation. He did not pay for the Premier program either. You will probably get good service until you have a problem, but don't expect anyone at their call center to give a damn about your problem or even try to come up with a solution to keep an existing customer.
HOUSTON, TEXAS -- $98.00 monthly have been taken out of my account for 2 years. I am on disability & can't afford squandering money. You know what a pittance we get. Since I cannot deny my credit rating is bad, about 530, I was charged a $270.00 deposit. Any other place like the Light Company, for example, has asked for a deposit but at the end of a year the deposit is applied to the Light bill. Like this tells me my account is in good standing. When I asked, about a month before the end of my 2-year commitment, I was told that it would be returned to me. I told DIRECTV to cancel my services when my commitment of 2 years was done and the cancellation went well.
I switched to Comcast and added internet. I do not have as many channels but I feel I have enough, plus I bought a computer and am enjoying it immensely. My bill is about $68.00 for the first year and $86.00 or so for the second year. I opted for the 2-year commitment cause it was cheaper than with no commitment. It is considerably cheaper than DIRECTV, that's for sure. When I called and asked about my supposedly refundable deposit, I was told it was being applied to my bills. I told Brian that I kept tabs on my bank statements and they always took out the bill due each month. I was taught to watch my bank statements closely.
The representative mumbled like he was puzzled and connected me to another representative who supposedly knew how to handle the issue. That representative suggested that my initial payment was for equipment and acted like she didn't really know what would happen to my deposit as I told her the deposit I was given to believe was because of my bad credit as the sales representative asked for my social security number and put me on hold while he checked my credit. He told me about my deposit of $270.00 when he came back from checking it.
So what the hell is going on with this company? Who keeps my deposit then? She said my refund is $10.00. Are you kidding me? They can keep the $10.00 and stick them where the sun don't shine! But I'll say one thing. Don't expect me to return the access card or anything else for that matter. That will be at least something being denied them. Those sons of **! Pardon my French. This is one customer they won't be getting back!
NORTH CAROLINA -- I had DirecTV service and all went well until I sold my home and moved and had to discontinue the service. I was owed $20.63 cents when all equipment was returned. I had provided the new address which was in another state. I was actually harassed when I wanted to discontinue service! I had to raise my voice and said "OH MY __ please just discontinue this account" before they would even listen to me.
I never received the check. I called customer service twice and each time was given a number to call. The first number went to some survey to Win free tickets for a vacation. I thought I had written down the wrong number. So I called back. The second time I was given another number. When I called it, it was another recorded message asking if I wanted to report a stolen credit card. I called a third time and the customer service representative was 'disconnected'.
I gave up, so I tried the CHAT line. The conversation was also 'disconnected' after I asked who could I speak with about the refund. I asked them NOT to provide me with either of the numbers I had previously been given. Then I actually got a phone call from their retention department. I was so excited, I thought someone was actually calling me back to find out how they could help me. When I told them my story about the missing check, he said he was really just in sales department. I said "oh my gosh, you really aren't going to do this to me are you?" And the guy hung up on me!!! That was a first and DirecTV will never get my business again.
I have given up ever getting my refund. Today I get an envelope in the mail from DirecTV that says "Final Notice" on it. I open it and it is a sales pitch for new service. That is sleazy advertising. They are a company who is putting very pushy people and a lot of money in sales and no one to take care of customers at the back end. I WILL NEVER USE DIRECTV AGAIN. What is sad about this is that I had direcTV in my vacation home for 10 years. Although rarely there, we rarely had to call them, but this poor customer service at the end ruined it for me. I don't trust them anymore.