DirecTV Inc

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Poor Customer Service, New Genie Doesn't Work Right
Posted by on
Rating: 1/51
WANTAGE, NEW JERSEY -- I have to start off by saying this: To anyone who is thinking about signing up for DirecTV, think long and hard before you do and do your research. Since our installation on 11/17/12 we have had nothing but problems and instead of DirecTV making them better they have made them worse as each day goes by.

Here is my story:

DirecTV was installed with the new promotion of the Genie + 4 additional clients at no charge, minus a couple of trees we had to cut down. Sounds good, free installation right? Two days later the installer had to come back to hook our Internet up to the Genie and to address the white screen we were sporadically getting on the bedroom TV, OK minor issue at this point we just installed it right? Well since then, we get the white screen in the bedroom still and also occasionally get messages on the TV saying we are not authorized on that client (umm OK? our account is active for 4 clients). Call DirecTV every time we have an issued and all they do is tell you to re set the box every time. Finally the issues became so frequent we called and said we can't take the Genie anymore we want a tech out here and have them swap for the Home DVR set up. They said we could however there is known issues with the Genie's and that they were trying to fix remotely and asked us to give them a week.

Well, we gave them the benefit of the doubt yet again, a week+ went by and the problem got so bad that now we can't get TV because our access card isn't working properly all of a sudden. After 4 hours of troubleshooting and going in circles with no resolution they finally decided a tech needs to come out. Then we were told that a tech couldn't make it for 5 days, now this is after we wanted to schedule a tech a week before but didn't because they said the problem would be fixed by now. Now there is a huge wait b/c they screwed up and we have to pay big time for it. So, I asked for a Supervisor. Well the Supervisor was down right nasty, had an awful tone then proceeds to tell me if we swap out it will cost us $500. $500!!!??? Why I ask? Apparently it is in the contract that once your receiver becomes active, anytime you want to "upgrade" there is a charge per client and receiver in the house.

Now, after calling DirecTV over a dozen times in a 3 week time period reporting serious issues with our receiver, don't you think theres something wrong with the receiver, and after all the frustration if a new customer has had such a horrible experience you would swap their equipment to what they want to keep their business???? No no no not with DirecTV! All said and done today, we have no TV right now, waiting for them to come out b/c if we cancel we will also be charged out the wazoooo. DirecTV is the biggest scam of a company I have ever known. There were a lot of other details I left out too from other times we called them to troubleshoot, I could write a 100 page book about my only 3 week experience with them so far. What the saddest part of this is to me is that they are a large company and have so many customers but can't even give just satisfactory customer service. Never ever dealt with customer service like this and I've dealt with some doosies.....
     
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BA on 2013-01-30:
Try to update the firmware on the Genie. The software update they were referring to is available now. This should fix the problems with the clients. If you need help doing this, call customer service they can talk you through the process.
Kerry on 2013-07-21:
I have had the Genie replaced, constant white screen on clients in all rooms. Had to have another cord for our Sharp TV since they have proprietary hookups for AV output on clients. There was another hour on the phone and 8 bucks extra because they don't give you those either. Genie keeps deleting recorded shows that I want to watch. UHHHGGGG!! Think I will go back to antenna TV. It's free and no hassles!! New Direct sucks!!
Gerry on 2013-08-02:
no problems whatsoever, got a new dish installed because I could not get premium sonic tap channels off satellite 119, but they fixed that up nice. Have had DirecTV for 20 years. It doesn't matter what system you have, there is always a story like the one above, it's the painful reality of widespread hi tech.
Pat on 2013-10-06:
Direct TV is a horrible company. I moved to another state, I'm on a fixed income I could not have Direct TV at my new location. Direct TV charged me the full cancellation fee with not even one incentive to help. I would never have your service again if I relocate to an area that I can have a dish.
wally the beerman on 2013-10-09:
I live in Minnesota and my wireless clients always drop WiFi connection a manager from Directsat USA named alex examined my setup and said it sucks to be you and left.

Woody1291 on 2013-11-03:
Well I have had so many problems with Direct TV that I would hate to list them all. You are so right they have the absolutely the worst customer service if you can even call it that. I have an additional receiver in my camper which I was told I could turn on and off so as not to be charged when not camping. What a nightmare the last time they turned all of my TVs and were very good at saying they were sorry. Usually if a company makes a mistake they attempt to not do it again.
I have been lied to so many times I would have problems remembering them and then listing them here.
My advice to anyone thinking of using Direct TV had better talk to someone who has had it and not someone who is trying to get the credit on their bill for having you sign up. I would never recommend them to anyone but some folks will do anything for a few bucks.
Misty123 on 2013-11-23:
You what the kicker is that most of the people that get others to sign up do not get any kind of incentive after all. DTV just scams them.
Rowdy on 2014-01-06:
Wait till you need service on equipment they own but you pay to rent. My DVR freezes up all the time. They want $80 to replace the dvr. They said I could have avoided this charge had I spent $20 a month on their insurance plan. Avoid Direct tv like the plague.
Jamie on 2014-01-14:
pay way more than ever sign up for. salsmen for Direct TV, after signing up are not really Direct TV salesmen and they can tell you whatever they want and Direct TV claims they cannot do anything about it. I have been lied to from their CS so many times that I really have no idea what the truth is about this company. To me the contract workers, Salesmen, instalers ( which was a extream mess to the point I called the sub- company myself and went a few round to a simple fix that should have been done the first time ) is the biggest problem, but Direct TV does nothing at all about it. I also have a condo that I rent and the renter went with Direct TV. after a year of the service and a reason for me to have to visit the condo I noticed that the dish itself was mounted on the roof of the unit beside mine. I not looking forward to deal with that cause I'm sure it will be my fault in the long run
Misty123 on 2014-01-18:
DirectTV does not remove any of their dishes from the roofs of homes.Suddenly they become your property.You will have to pay someone to do this and get someone that knows what they are doing or your roof will leak
valerie reynolds on 2014-02-16:
had to pay $80 during installation to have post put in for the dish, had to pay $25 for Direct to send the router to connect to my computer to get the On Demand programing and install it ourselves, since the original installer didn't have the router for some reason ( he was supposed to install the whole system) and wouldn't come back without charging a fortune. To get the channels we want, we are paying for about 50 channels we don't want. They used to let you cherry pick channels when they were starting out,according to one friend who had them back then, but guess they decided that was too much work. I also said I wouldn't pay for their latest substitution of Weathernation for the Weather Channel, and was told the money would just keep mounting up on my bill. I didn't order it, and it wasn't part of my package, and I'll be damned if I pay for whatever garbage they decide to put in place of a channel I wanted.
B on 2014-02-19:
I concur with just about every complaint here. I was lied to when signing up and by the installer. There is nothing about DirecTV that I would recommend to anyone
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Incompetent
Posted by on
Rating: 1/51
I will try to keep this brief, but it was and still is a nightmare.

1). We spoke to a sales representative on the phone and were quoted a monthly fee for the channels that we wanted. I asked for his name and extension number just in case there is any problem, which he gladly provided to us.

2). The installation man came to our house and began installing the equipment?

3). Half way through the job he gave us a brochure listing all of the channels in our package.

4). When we looked at it we noticed that certain channels we requested from the beginning were not in the package. In fact the name of the package was not the same name as what the sales representative told us in the beginning.

5). We immediately told the installer to stop installation while we called DirecTV to find out what was going on.

6). The sales representative told us we were getting the Choice Pkg for the price we were quoted and that it did not include those particular channels that we wanted when we originally spoke to the first sales representative

7). We had the name and date and extension number of the representative who we first spoke to when we ordered an installation. We asked for him, but we were told that there was no way they could connect us to him, that they have thousands of reps all over the world and it would be impossible to find him. So we explained the situation to this sales representative and asked if DirecTV wold be willing to honor the quoted price for the programming we originally were told we would get. He said no. We explained that the installer was in our home for 2 hours and we would have him uninstall everything unless DirecTV would honor their quote, but again, the sales representative said there was nothing he cold do for us. We asked to speak to a supervisor and he said there were nine available. We told him we would have the installer remove all of the equipment he had just installed if they did not give us the program we wanted at the quoted price, and he said there was nothing he could do.

8). The installer heard the complete conversation and we told him to remove everything he installed that day. He was fine, but a little miffed of the time he wasted in our home but he understood our side and removed everything.

As bad and disappointing as that was, our nightmare had not begun.

9). The following we we get a bill from DirecTV for the equipment and first month fees.
We could not believe it, so we called their 800 number and explained the entire situation to
the customer service representative (At this point I started taking notes of names, dates and conversations because I had a bad feeling that the right hand did not know what the left hand was doing at DirecTV). The representative took the info and said he would put in a request to review the bill. We asked for his name and ext. number and he gave us the info. We knew from the previous representative that this info was useless but I knew I might need it in a dispute letter later.

10). The following month I get yet another bill from DirecTV with the fee for the second month fees plus the first and a late fee!

11). Again, I called Customer Service. I asked for the last representative I spoke to and naturally they could not connect me to him. Again we explained the situation, that the man uninstalled all of the equipment on the day of installation due to DirecTV not being willing to honor the package and price they had originally quoted to us. This representative then says to me, "oh, I wish you had spoken to me first because I would have never let it go this far and how he could have contacted a supervisor who wold have honored the quoted package and price." OMG, I thought to myself. What is going on within this company! No one is communicating with anyone. Sales reps are lying to customers just to make a sale and then lying about their contact information and lying again that no one could help us. I even wrote an email detailing all of this to them and I included my concern about how this may affect our good credit rating.
My husband and I have worked very hard and have been very responsible in paying our bills on time and to think that this bozo company could possibly ruin our good credit rating over their incompetence concerned me greatly.

12). One week later we received a large box in the mail from DirecTV requesting that we return the equipment they installed since we cancelled our subscription with them! What? We never cancelled our subscription, we never even had their equipment fully installed! We had them take it out once they refused to honor their quoted programming and price!

13). Again I call Customer Service. At this point there is no reason to ask for the last person you spoke to nor do they keep any records of your conversations with their reps. So each time I call I get a new person and have to go through the entire story over again. It was very frustrating and time consuming and stressful.

14). We figured we would wait another month for them to get their act together and realize there was no equipment for us to return and no bill to be paid, but alas we were wrong.

15). We received yet another over due bill and this time it included the cost of the equipment we did not return! Equipment we never even received! At this point I decided to call our credit card company to ask them to enter a dispute report with DirecTV over the initial fees that DTV charged to our account for the first month's rent. Always pay with a credit card because one of the great features they have is disputing charges that you do not believe you are responsible for, which they did.

16). Our credit card company took all of the information I had written down, dates, fees, etc and said they would contact DirecTV and get to the bottom of this. In the meantime, DTV kept sending us over due bills.

17). 60 days later, our credit card company contacted us and said that they had not heard back from DirecTV and therefore by law they forfeit the charges. I was to surprised that this disorganized, deceitful company completely ignored the dispute report, and so I thought the nightmare was finally over, but I was wrong.

18). Approx. 5 months have passed since this fiasco with DTV started and yet today I get a letter in the mail from a collection agency on behalf of DirecTV telling me we still owe them money! OMG. It's like something from the Twighlight Zone! For the first time in our lives, our good credit is at risk because of this big corporation's incompetence? They are so big that they no longer have to care about quality service or professional responsibility. The left hand doesn't care to know what the right hand is doing at DirecTV. All they know how to do is bait a customer, sign him up by getting his credit card, lie to him about packages and prices, take no responsibility for what they say, harass you for payment, ignore a legitimate dispute request and then in the end, threaten to destroy your credit!! Do not deal with DirecTV.
     
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Old Timer on 2013-08-27:
"DirecTV - Incompetent", Yes, that about covers it.
Soaring Consumer on 2013-08-28:
File a complaint with the Federal Trade Commission and Office of the Attorney General in your state.
Legums on 2013-08-28:
Fully understand your pain and sympothize. I called DTV a couple of days ago just to get info because I was comparing service providers prior to making a decision. The sales rep was so aggressive I couldn't get a word in. I had to put her on speaker so my wife could listen because it was unbelievable. I kept saying "Ma'am, can I please have an opportunity to speak." Every time I stated I was just trying to get information, it got even worse. The sales rep tried to make me feel like I had to sign up today or I would miss out on all kinds of great deals. Whatever. DTV will not get me locked into a contract if this is what I get for just inquiring about the service.
Jane Mark on 2013-09-01:
I hate them liars and thieves I am sitting here out400.00$ after being promised service all my TV's are black they are lying unethicals slimebags I will RUN back to ccccccccccccccccoox I hate directtv what creeps!
Irene on 2013-09-01:
I was also calling just to get info and was not allowed to get a word in. I felt so pushed into a corner and finally just hung up on them. They actually tried to call me back. I just had a really bad feeling that they were just full of crap!
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I Do Not Recommend DirecTV
Posted by on
Rating: 1/51
STILLWATER, OKLAHOMA -- I do not recommend DirecTV. DirecTV "gave" us an NFL package for a few months without consent. The scam is it comes with an auto renewal. We never used it because we didn't even know we had it. DirecTV then added the NFL package to our plan without our consent and started charging us $33 extra every month. They also charge $6 per month for every TV you have set up. Our bill went up to $197 a month! When I noticed it, I called to cancel the NFL pkg. I didn't ask for a refund for the past charges, I just asked to cancel the $33 pkg from that day forward. They said I couldn't cancel because I was bound by contract. They said I should have called within days of the first charge. How could I be bound by contract when I never authorized the extra package in the first place? I wish I could switch to Dish Network but I can't without paying a hefty cancellation fine. I did an online search and DirecTV has a ton of negative reviews and complaints about unauthorized charges. Now I have to check my DirecTV bill line by line for unauthorized charges every single month in case they try and do this again.

A DirecTV call center employee anonymously posted on a blog that every customer needs to read ALL of the fine print on their DirecTV contract. The employee stated it is the customer's fault since it is perfectly legal to add packages to a customer's bill. I had Dish Network for over 10 years and they never added anything without our consent. I will switch back to Dish as soon as our DirecTV contract ends in 6 months.
     
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CUontheFlipSide on 2012-11-26:
If you are absolutely sure that no one in your household ordered the package, (check with your kids), then don't accept this answer. Tell them you didn't order it, don't want it, and remove it.
Larence on 2012-12-08:
After 50 years in TV brocasting, I have to very much agree that DirectTV is one of the worst companies I have ever experienced!
bzzoff on 2012-12-08:
Direct T.V. or just "DAVE" is one ROTTEN POS! Several years ago (Before Hurricane Katrina) I ordered Dave. BIG MISTAKE!

They mismanage your account. They will deposit your pmts. in other accounts and claim you never paid them. They will mislead you on Purpose. I fought with them for months over a $34.54 pmt that my bank finally found the problem. They deposited my funds in an account 5 numbers down from mine and weren't smart to catch that so I say they did that on purpose. I even faxed the cancelled check to them.

They keep sending "Come On BACK...we want you BACCCK!" No Philgram, I don't think so.

So now we just use an OPEN AIR antenna and enjoy Netflix. Simple!
fedupliz on 2012-12-08:
Go to consumer affairs and file a complaint online. If they are governed by the FCC file a complaint there too.
Al Jacquez on 2012-12-10:
Just call Dish Network and have them pay for what ever you owe directv they be more than happy to pay for it to have you back.
mathwonk on 2012-12-19:
a Dish Network bill collector fraudulently added my social security number to another customers overdue account claimed it was mine and harassed me by phone for over 5 years, threatening to harm my credit. I have never been their customer. I finally reported them to governors office of consumer affairs. liars and thieves.
johnbrown on 2012-12-20:
I to had direct tv and made the mistake of adding their bill to my home phone bill things really went to hell in a hand basket after that.
Sassy2 on 2012-12-31:
bzzoff...they did the same thing to me only I paid them with money orders and they tried to make me pay twice.I mailed them front and backs of the money orders and even faxed it to them twice and they still said they did not get it. I ket internet stopped all cable and landline service I have an indoor antenna and roku and I save over $100 per month and I LOVE IT!!
Hunter LeAnn on 2013-08-03:
Directv adds the nflst as a courtesy for being a directv customer you get it the first year free in the disclosures if you Read them it says that you have to cancel it before the next season starts or it will auto renew. They also send notifications notifying you that it would auto renew.. It's not a scam. You can cancel within like 2 weeks into the season when u are charged on the bill for it u still can cancel it because they charge you a month before the season starts So if you don't want it u have time to cancel and refund it . Now u want to talk about cancellation fees dish has cancellation fees for the service for the HD has charges for just changing your programming and canceling certain programming... Directv is most certainly better than dish.
Hunter LeAnn on 2013-08-03:
Directv adds the nflst as a courtesy for being a directv customer you get it the first year free in the disclosures if you Read them it says that you have to cancel it before the next season starts or it will auto renew. They also send notifications notifying you that it would auto renew.. It's not a scam. You can cancel within like 2 weeks into the season when u are charged on the bill for it u still can cancel it because they charge you a month before the season starts So if you don't want it u have time to cancel and refund it . Now u want to talk about cancellation fees dish has cancellation fees for the service for the HD has charges for just changing your programming and canceling certain programming... Directv is most certainly better than dish.
Jan GM on 2013-08-09:
They lie. I have never been so bamboozled in my life. Horrid company. Don't walk away from a sign up -- RUN!
Grisselle on 2013-08-11:
When they installed my Direct TV they told me that I was going to have access to you Tube, Pandora, that my caller ID was going to work in all tv's that I was going to have access to see everything that I have record in the main box in every TV and none of that as being working since day one. I called the company several times and nothing as being done because they said that I need to have someone to come to my house and I will have to pay this employee to come to my house and do the service. I'm glad my contract is over next month, I can't wait because I will change the company right away because the service in this company is the worse and we are paying so much money for a service that is not provide. I will also contact consumer protection because I have proves that I been paying with no service. they really provide the worse service.
pissed customer of dtv on 2013-08-17:
I have read a lot of ad reviews on direct tv sorry to say they are all true because they happened to me in 6 years being a loyal customer they cancelled my service before the bill was due to be paid then charged another 200 dollars after they cancelled my service so my bill went from 98 dollars to 300 plus in a month now they want the receivers or I get another 300 tacked on to my already outragous bill they may have me in another 2 year contract but they won't see any of the money except 98 dollars which I owe I called and cancelled my service after 6 years with them come to find out I got another 2 year contract even after cancelling with them before the contract date was up I know some are happy with dtv but I will be happy with air stations and hulu Netflix at least your not gagged and bound by a contract that benefits dtv not you the customer all we are to them is money in their pocket for 2 years then they move on to the next unsuspecting person and drain them dry for 2 years they are blood sucking leeches take till you have no more to give that's the thanks you will get with dtv for your years of loyalty. I urge anyone that want to get directtv to read the fine print believe non of their lies meaning if you are promised something believe the opposite because it means what seems to good to be true it always is I hope no one has to go through what I have with dtv never again will I be conned and lied to for ay type of service I take what people say now with a grain of salt good luck to anyone that gets dtv they are liars and con artist
keith on 2013-09-06:
I feel your pain.I've been down that rocky road!
joeschmo on 2013-09-24:
Same thing happened to me.I didn't notice the charges because I had auto bill pay.Then I noticed the past two months charges for NFL ticket.They said it was automatic renewal,I never asked or signed up for it.Come to find out I had paid for it all last season because it was free for first year and they renewed it.I tried to get my money back,no way.This is bad business.
Nancy on 2013-09-26:
I love Directv but would never recommend it to anyone. Your bill will never be the same and they will tack on charges anytime they want. I had to call 4 times to get rid of the NFL package. I have forbidden them to add anything without my permission. When we moved I asked them to install the broadband equipment so I could access on demand, etc. They said they couldn't do thst and I would have to buy the wireless connection kit ($80). I didn't understand this because we had in the previous place we lived. The last time the technician was here he put one of the broadband things on without even asking. I guess it depends on who u get. But I'm fed up with Directv.
william on 2013-10-13:
I like direct tv but every time when something is recording the tv Is freezing up and have to resat it every tine I do it it still shows the freeze screen or when I want to watch something it pauses than I have to resat it over and over it is really festureating and a waste of time and plus it dosnt record evry thing I set it up to so people whoever wants something not freezing than get something else than direct tv.
Stevie Adams Bledsoe on 2014-04-03:
Well I'm very disappointed with Direct TV..I'm hoping after filing my dispute they prove to be an ethical company and practice good business ethics..but at this point I feel they are really treating people wrong..I was LIED to by several of their sales people thus far..here is my story and you tell me if this is right..A friend wanted to order direct TV..but didn't have a credit card..the sales rep assured me that my credit card would only be charged A ONE TIME FEE..AND that I would never be charged anything considering the account was in my friends name and I didn't receive the service..so I agreed to let them charge a ONE TIME deposit on my card and my friend gave me the money for doing so. Several months later I get a phone call saying that I owe for this bill..now keep in mind I DO NOT HAVE DIRECT TV N THE ACCOUNT IS NOT EVEN IN MY NAME!! I call direct TV n inform them that I don't have their service n the bill was not my responsibility to pay..THE SUPERVISOR ASSURED ME THAT MY NAME N CREDIT CARD INFO WOULD BE REMOVED FROM THIS PERSONS ACCT. AND NOT TO WORRY..I WOULD NEVER BE CHARGED FOR THAT ACCOUNT THAT WASN'T MINE. A couple months later I get a call from my bank. They stopped my debit card because direct TV had wiped out my checking acct. I called immediately and asked why I had been lied to and why was I charged for another persons acct!!..I don't know about you..but when I open an account with a business..other people do not pay the bill!! I'm held responsible for the bill...When I talked to the the supervisor they admitted that their salesperson should get fired for not telling me that they have right to use my debit information attached to the account but that this would be made right..but keep in mind a supervisor promised me my information was taken off his acct. Or I would have canceled that card. Do even there supervisors lie. I don't have or never have had service with direct TV..my name is not on the account..but yet $712.86 cents was taken from my bank account with NO AUTHORIZATION AND NO PERMISSIION.TO ME THAT'S THEFT!! I AM A DISABLED AMERICAN ON A FIXED INCOME AND NOW I HAVE NO MONEY TO EVEN BUY FOOD OR PAY BILLS BECAUSE I WAS CHARGED FOR SOMEONE ELSES BILL. NOW HOW IS THIS RIGHT OR GOOD BUSINESS? I WOULD HAVE NEVER HAD LET MY CARD BE USED IF THEY HADN'T LIED TO ME AND SAID..ONE TIME FEE..AND THEN LIED AGAIN AND SAID MY INFO HAD BEEN REMOVED FROM THE ACCT. IF I DO NOT RECEIVE A REFUND I WILL CALL THE BBB AND ATTORNY GENERAL.AND I'VE ALL READY SPOKE WITH MY LAWYER AND THEY WOULD LOVE TO SEE HOW MANY PEOPLE THEY HAVE DONE THIS TO AND GO AFTER THESE PEOPLE WHO ARE NOTHING MORE THAN COMMON THIEVES..I HOPE THEY DO WHAT'S RIGHT..GUESS WE WILL SEE..
Sue on 2014-05-03:
I signed up in February ....Direct T.V. charged me 219.95 for hardware when I was assured the hardware was free. When I called them, they could not find this charge on their end because my hardware WAS free. Asked me to fax them a copy of the charge on my credit card bill so they could issue me a refund. Now I received an email saying that it was, in fact, hardware charges! Called them again..thisis the 4th rep. that I spoke with, he assured me of a refund within 10 days. Do I believe it...NO! There are sooo many consumers on line complaining about the same thing I am going through.. sorry I didn't read the reviews before ordering Direct!
How do I like the package I ordered? HATE IT!!!! Most of the channels are info-mercials! I thought I hated DISH but would go back in an instant if I didn't have a 2 yr. contract with direct.
Donna on 2014-05-07:
After months of trying to get the bill right, now they tell us we have to pay over $200.00 to move it. When we signed up they told us the move would be free as we knew we would be moving. Talked to several people and they won't let us out of the year we have left or move it for free. They are thieves.
pat on 2014-05-29:
Returned to direct tv because of their visa card of $200.00 offer if I returned. Five months later no visa. Was told offer had expired. So called customer service and was told three times I would get the offer. Guess what.....never happened. Breach of contract!!! NEVER go with these people. They are crooks and only want your money.
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A Loyal Customer Backlash
Posted by on
Back in 2005 I was a loyal DirecTV customer, my service was disconnected because I thought my brother was going to pay it, but he didn't. I owe DirecTV 200 dollars which they are never going to get. Now while at that time they never posed a problem it is a lead in to how times have changed at this current point.

My grandma was in the hospital, and had some trouble out of Comcast managers to the point where she wanted to switch services. Since I used to have DirecTv, and previously had no problems I suggested that we called them, and inquire into a package in order to save money. The CSR gave me no special deals. But could hook us up for 52.90 and after 12 mnths the most it would go up to is 65 dollars. No problem. My grandma was paying roughly 120 dollars with Comcast at the time so a split in service would be no problem. Back in 2005 DirecTV had quality service so I figured once she learned the remote there would be no problems.

Boy was I wrong! Where do I start? They charged her 90 dollars, but explained that her bill got lost, and they would refund her the money because they put her money on another person's account. Excuse me? What? You're going to use my money to pay another person's account. I thought you had a system the monitored that my money was going to my account not somebody else. This is inexcusable for any company striving on quality.

Remember how I said our bill was going to be 65 dollars. Well it went up to 75 dollars. My grandma was paying 75 for the past however many months it's been. Then one day the bill goes up to 89. On the previous month's bill it shows 75 even with the 3 receivers we have. Now tell me something, how can be an ethical business practice to raise your rates every three months? If I'm told I'm going to pay 65 dollars a month after my service goes up damn it I better pay 65 until I'm dealing with a state tax.

My grandma has called about the bill to see why it's going up. CSR's as previously mentioned are complete idiots. But she was on the phone arguing with them over it. I told her, and my grandpa told her just don't tell them you're not paying for it and hang up. Refuse payment if they have you that upset. Also about 6 months before that we had a 4th receiver. It was out. DirecTV said that even though we had the 6 dollar insurance that we had to pay 49 dollars for a new box. I said no that's okay and hung up on the representative Why even bother paying extra for insurance when it's useless?

How this company can market deal's and then drive up the prices is insane. DishNetwork, and Comcast both have their advertising where you can understand. I don't mind sitting through 2 years if I've got quality service. If all I'm going to get is an over priced heap of junk, where no quality exist then why even give them a try? When it rains we have no TV, if the wind blows too hard we have no TV. Now there is a problem with my box.

I've done the trouble shoot for 30 seconds, and have reset my box but all it will say is searching for Satellite signal. Funny thing is my grandparents boxes work but I get to suffer from non existent quality from their service, and also their equipment which is leased.

Next month we are switching back to Comcast because of very poor service from the CSR's, and also from the very poor quality of the over all Satellite experience. It pains me to learn that DirecTV used to be all about quality, but then only gives a damn about the all might dollar to the point where the service suffers greatly. Any thing they will charge us to switch back will be refused. They can send it to collection all they'd like because there has to be away that DirecTV learns its not right to up your fees.

Tell me how does a 52.90 package go up to 89.00. DirecTV has been doing this for years, and it looks like it did not learn is lesson in 2007. Anybody who wants in on a class action lawsuit count me in.

FOLLOW UP:

Well I figured I would write a follow up since I called the insurance part of DirecTV, and guess what? After having a new roof put on and I specifically told them not to mess with it. Things happens right? Well DirecTV employees apparently haven't ever had a new roof put on their homes, and then have gone through this situation. I'm sure over half of the staff is paying the competition to avoid this.

So my set up was not sometimes correct the insurance to relocate the dish. Six dollars, and the setup to relocate was not covered by the insurance.

Would be a 49 dollar charge. I flat out told them no. So I figure my and my friend can do DirecTV's job for them for free since they don't find it necessary to include this as sometimes correct their insurance.

As may more have echoed. Stay away from DirecTV. Find a quality provider who won't put you through any hassles, or any excuses for why they don't provide something. Their insurance is useless if its not covered when something you don't forsee happens.

DirecTV should be forced to cover these instances, but I'm saving you all the trouble. Avoid them at all costs. Don't make the same mistake I did. If you are a customer and are happy fine. But I just don't see any reason to pay to get screwed. DirecTV has lost another customer, and we're never going back.
     
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Alain on 2011-03-22:
You can file an official complaint at http://www.reboot.fcc.gov to add to Direct's growing file, but going with Comcast at this point seems like your best solution.
Sassy2 on 2011-03-29:
If you decide to cancel service make sure DTV does not have any current banking or credit card #'s on file for you otherwise they will charge a huge amount without your concent after you cancel service.
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Be Ready For Auto-Fees, Cancellation Fees Etc.
Posted by on
Dang, after a year the Showtime price kicked in, and some sort of 'Protection Plan' started... so our bill went from $55 to $85... for TV. Gimmie a break. I called and canceled the protection plan which of course means I need to pay a $10 early cancellation fee... ugh...

When you call you get the, 'oh, I need to transfer you to the department that handles that..' run around.

And forget about changing satellite services, our contract locked us in for 2 years.. so no canceling UNLESS you want to pay some outrageous fee for every month you leave on the contract.

I'm not saying the service is bad, I just don't like the run-around and fees associated with being their customer.
     
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trmn8r on 2011-04-11:
Did you ask why they enrolled you in the Protection Plan? That is supposed to be an option - I am surprised they randomly put you into that after a year.

Was Showtime initially free/part of a promotional package? Were you aware when you signed up you would have to pay for it after a year?

The 2-year contract - was this is the fine print somewhere? I seem to recall knowing DTV has one of those, but I don't have their service.

Cable and satellite have become pretty expensive, no doubt about it.
danny54 on 2011-04-11:
I got a flyer in the mail about the protection plan as well. However, I was still within a 30 day window. so I could cancel without any fees.

The other thing to watch out for and I've seen it here, is that DTV supposedly can and will charge any credit/debit card they have on file for you to collect fees if you don't pay them in a timely manner. I suspect that's in the fine print as well, but who can understand all that gobbledy-gook?
KevinTX on 2011-06-13:
Gobbledy-gook indeed Danny :) They try to get every cent possible. It's unfortunate, even if I end my service with them, there will be another 1,000 clueless people subscribing. so the cycle will continue.
KevinTX on 2012-01-25:
So far, I don't think I would change my DirecTv, but this is their latest money maker...

They send out an 'upgrade your DVR to our HD DVR' for free!" No, I did NOT SEE any small text other than saying it would be an additional $10/month... so I scheduled it. When the tech came by to install he was very helpful and nice as can be. I did ask, "I didn't see anywhere if this update EXTENDED my membership with DirecTV.." he kind of smiled and said, "Yes, another two years." Surprised? I am. They're lucky I enjoy their service, but their tactics are tactless.
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TV is down due to snow storm
Posted by on
LYNDHURST, OHIO -- To Whom it may Concern:

Please be prepared to find angry ire in my writing, because of the miserable experience I have experienced in the last 18 hours, and will continue until the snow and ice thaw, which could take all week.

To begin, my name is Charles A. Mancuso and I am a brand new customer with Direct TV in Cleveland, Ohio...Suburb, Lyndhurst, Ohio.

I have resided in California for 33 years, and now have moved to my home in Cleveland, in order to take care of my mother, who is 96 years old.

I am a first time user of Direct TV and I have enjoyed it until now.

I have been using cable with Cox Communications for many years in California and I was somewhat satisfied. I wanted to try Direct TV because they have the capability of getting all of the NFL football games.

MAJOR ONGOING PROBLEM

We had our first notable snow storm on Tuesday, December 27th. At 4:00 PM, EST, my Direct TV when down with no signal. As of now, which is Wednesday, December, 28 @ 10:00 AM, I still have no signal.

MAJOR CONCERN TO ADDRESS THE ISSUE.

I am not upset that the snow covered the dish and there is no signal, but I am angry the way they have been responding to the solution, or should I say, they are not offering solutions, but only reading a canned answer to the problem.

I have spoken to five technical support people on the phone, who have been very nice and professional, however, they have very unacceptable solutions to fix the problem. This has taken about two total hours of my phone time.

THE SPECIFICS

I. I tried the easiest suggestions
a. I unplugged the outlet for 15 seconds...Result...Negative
b. I re-set the red button on the receiver five times. Negative
c. I removed the memory card and replaced it five times...Negative

II. Outside Dish Solutions. Here is where I cannot not believe their
response to the problem.
a. Knock the snow off with a broom. The dish is on the roof, 15 feet
high, not to mention five inches of snow. I am 65 years old,
disabled, afraid of heights and don't have a ladder.
UNACCEPTABLE.
b. Throw a snowball at the dish to knock off the snow. Are they
kidding me? I have a once broken shoulder and can't even thow a
snowball, if I wanted to. UNACCEPTABLE
c. Put saline solution in a squirt shooting toy gun and spray it on
the snow to remove it. UNBELIEVABLE.
d. Ask a neighbor, to risk his or her life. RIDICULOUS.
The bottom line is: THEY HAVE NO ANSWER.
e. I have sold teflon and silicone for thirty + years. If they
had coated adequately with teflon, then this problem would have
not occurred. Poor manufacturing procedures.


REALITY

I will not be able to watch my TV until the snow and ice thaw. Until then, I will be sitting here taking care of my 96 year old mother, without any mental relief. Canned answers are not acceptable.

DIRECT TV COMPANY POLICY

They are not allowed to make a service call to knock off the snow. They would have all the means to do it, with the crazy ideas they gave me.
I have paid for the protection plan.
I suggested they move the dish to a lower location. Two problems.
a. The reception will be less than adequate.
b. I would have to pay for re-installation. This is only adding salt to
my perverbial football wounds.

COMMENTARY

I cannot believe Direct TV did not plan for this fiasco. I am sure they have a lot of dishes in the Midwest and east coast that will encounter this problem.

At this time, all I have to argue is to be reimbursed financially for the down days. That has somewhat been acknowledged, however, I believe a lot more should be done, beyond that for my I'll-Will and frustration.

They have me coming and going. I signed a two year contract and I can't even cancel my Direct TV to go back to cable. Cable never had a problem of correcting their issues.

If I am fortunate enough to have someone read this complaint and is a decision maker or at least an influencer, hopefully some resolve will occur...WHEN...WHO KNOWS. PLEASE ADVISE.


Sincerely,

Charles A. Mancuso
chazman7@Aol.com


     
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Anonymous on 2011-12-28:
If this wasn't a true story, it would be hilarious. They actually told you to toss a snowball at the dish?

I hope you come back and let us know what the response is, if any.
Anonymous on 2011-12-28:
Very well written complaint. I hope that you find a solution soon
Old Timer on 2011-12-28:
Another tough day for satellite companies around here today. Charles, please do return and advise how the fools at DirecTV resolve your issues. You might want to remove your name and email from your post. A lot of loons on the web.
Nohandle on 2011-12-28:
This one gets my helpful vote for the entertainment factor alone. Good grief, who thinks up these responses to problems from customers? I'm surprised they didn't instruct you to climb on the roof with a blower to remove the snow quickly. Perhaps a hair dryer would be better.
Slimjim on 2011-12-28:
OT, the poster is looking for a response so it wouldn't make a lot of sense to remove such info. I doubt much risk is inherited by giving out ones AOL address.
DebtorBasher on 2011-12-28:
I've heard so many people complain about problems with Dish. Since 'freezing' up is a major problem with so many, why can't they come up with some kind of a defroster for their dish? You know, like the window defroster in cars?

Am I going to have to go to Dish and tell them how to take care of business?

I hope they deduct something from your bill for you, since you can't use their service.
Anonymous on 2011-12-28:
When I lived with my bf we had Dish and we would lose the signal during monsoon storms
DebtorBasher on 2011-12-28:
Not snowstorms YaYa?
Anonymous on 2011-12-28:
It never snowed at that house.
Slimjim on 2011-12-28:
That's the weird thing, does this really happen a lot? I've never experienced it nor heard it happens. I would guess it could happen and have no idea what I would say as advice if I'm DTV. As a customer though, this is impossible to ignore as an inconvenience. I'm betting the reason the signal is gone is not because the snow is on the dish, but maybe the weight of the snow moved the dish a tad. It doesn't take much to be out of alignment.
Best thing the OP can do is hire someone to go up and take a look.
azspots on 2011-12-28:
Spray it with a hose.....
Old Timer on 2011-12-28:
Have to strongly disagree with you Slim. It's never a good idea to blindly post your email, name and city on the Internet. WWW rule #1.

If (and that’s a BIG if) DirecTV ever wanted to contact him, they could leave a responding comment or send him an IM. DirecTV's past history of less than stellar customer service would say they are not out looking on consumer gripe sites for fires to put out.

That is unless of course this site has one of those now infamous "DirecTV Internet Reporters" at $10.00 a month. Then the game changes and all common sense rules fly out the window.
trmn8r on 2011-12-28:
I am not surprised by this complaint or the company's proposed solutions.

The problem is easy to understand - snow and ice formed on an exposed satellite dish, interfering with reception. There are satellite dish heaters available, which the end user could buy and install or pay to install.

The satellite company can't afford to go around clearing off its customers' dishes, and IMO that isn't their responsibility. The only solutions are to try to knock the offending buildup off, or melt it off - they offered some possible methods.

I hope the temperature rises soon and that buildup goes away - taking care of a loved one is stressful and it would be nice to kick back and watch tv. Good luck.
At Your Service on 2011-12-28:
Ultimately it is the customer's responsibility to make sure their dish is clean and has a clear view for the satellite. I would think the best solution would be to move the satellite dish to a different location but, of course, that would mean the customer would have the responsibility to have it done.
tnchuck100 on 2011-12-28:
Contact a local service, not DirecTV, and have a dish heater installed. Such as:
http://www.amazon.com/HotShot-Satellite-Dish-Heater-Dishes/dp/B0045G2C4W/ref=sr_1_3?s=electronics&ie=UTF8&qid=1325128337&sr=1-3
clutzycook on 2011-12-28:
Well Charles, welcome to the midwest. We get snowstorms and yes, they interfere with the satellite signal. What my fellow posters have suggested (clear the snow off the dish, install a dish heater, etc) will help with the snow at least. But be prepared. Come about March or April when the thunderstorms kick in, there's nothing in the world that can be done to help you there. You'll just have to kick back and read a book.
jktshff1 on 2011-12-28:
We do have a small tv hooked up in my office that is not hooked up to cable or satellite for instances when the others are out.
FoDaddy19 on 2011-12-28:
The solutions proposed by DirectTV are pretty comical. But DirectTV cannot control the weather. And it's not DirectTV's fault that the OP is unable to clear the dish himself. There are caveats that come with dish-based services and this is an example of one. I'm sure there have been scenarios like snow on the dish before, but apparently other dish users have managed to handle the situation themselves. I think the OP is going to have to ask a neighbor or friend for help, and when the weather clears up, possibly fit the dish with a heater or apply a coating to it to prevent the problem from happening again.

jonthethird on 2011-12-29:
There are dish heaters available which kick in when snow or ice begins to form. If you live in a snow prone area, it would seem prudent to have one installed.
Diane on 2012-01-10:
Welcome to the world of satellite TV. I had it for years, and every time it would snow, or ice, or even under heavy cloud cover, the signal would be lost. You just learn to live with it. I had cable before but had just as many problems with it. I now have local service only, and subscribe to Netflix. MOney saved, problem fixed.
jesse on 2012-01-10:
I feel your aggravation.I've been with them for 6 years.I'll say that you made a mistake putting that thing on the roof.I'm aware it needs clear views and all that but still,the roof is the last place to mount the dish because of what you're going through right now!!Mine is on the side of my garage and when it snows and it starts acting up,I just go out and wipe the snow off the dish and it's fine.MOVE THE DISH TO WHERE YOU CAN REACH IT and you'll be fine!
jesse on 2012-01-10:
...and by the way,I like DIRECTTV much more than regular cable which also went out when I had that for various reasons so no system is foolproof.
Jason on 2012-01-10:
Have them change the mount so the distance from the dish to the roof is greater
mommadukes on 2012-01-10:
we had the system in Maine and had a teflon cover for the dish so the snow would fall off. before that my boys would throw snowballs at it to no avail couldn't reach. lol
1gary on 2012-01-10:
There are companies who make " boots " to cover the dish. I can't remember the name of the BigBox store we got ours at [ Home Depot or Lowes ] but you can search on-line and they installed ours and it works fine. I might also add that if you have cable service you can get all the sports teams you're interested in viewing - actually more than Direct TV offers - but ya got to pay to view.
woodinVIRGINIA on 2013-12-07:
Hot Shot heaters, Ice Zappers or cover dish with dish cover. [The cover is the cheapest option will work 75 percent of the time ] The heaters vary in cost from 100- 155 plus low voltage electricity and a transformer circuit. Apply heaters to back of the dish INSIDE at temp above 50 degrees for best results.
sue on 2013-12-23:
I have had same problems with direct tv. Goes out frequently. Last time was cause they were doing some work. Took a week before fixed. Out again now from snow on dish, at least that is my diagnosis. Problem is they put the dish up and did not ask me about location. So, on the roof of 2 story building. I too am of age and can not get up there. I recommend cable. Wish I could get out of my contract. Have tired of the scripted responses which do not help.
Pam on 2014-07-12:
For everyone saying move your dish or get a heater, that shouldn't be his responsibility. First off he is disabled and even if he wasn't it's not his job. The other option cost money and Direct Tv is not going to pay and shouldn't have to. I'm sorry I ever went with this company , I wouldn't suggest them to anyone. They did not give me a choice where to put my dish and mine hoes out constantly. Also it's almost impossible yo watch a movie without it having to buffer a hundred times. I think it's a joke you have yo have a separate internet company that suck too. My bill has doubled and when you ask why they have all these charges they just make up crap. I'm seriously thinking about paying the penalty and losing these jerks. Never recommend them!!!!
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For all you DirecTV customers who LOVE to blame us Technicians, here's the real deal
Posted by on
PENNSYLVANIA -- I have been a Sub Contractor for DirecTV for 2 years now and every once in a while I surf these sites to see what everyone is whining and over-exaggerating about. While you people are bashing the installers for the work they do, or because they arrived late, or it took to long, or they didn't have the proper equipment.. It's NOT the techs fault! Everyday I'm given 4 to 6 huge installs that equate to over 12 hours of work, according to DirecTV time. Which means its more like 15 hours because things go wrong during ALMOST every install because DirecTV's receivers are GARBAGE. I leave my home in the morning at 630 and do not get home till after 7pm almost everyday of the week. I am FORCED to work 6 days a week, sometimes 7 days a week and can't do a damn thing about it because I'll be "fired" if I don't. They call us Sub Contractors but they treat us like employees when it benefits them. The labor board does nothing about it because we are considered Sub contractors. I can't turn down work like a contractor should be able to do because I'll be "fired". If there is 3 feet of snow on the ground I have to work on 2 to 3 story ladders. Rain, lightening, snow, sleet, the don't care. If a customer calls and complains about me being late or they don't like something I did I LOSE ALMOST ALL THE MONEY I MADE ON THAT INSTALL. Yup, DirecTV takes the money back out of my next check! No matter what the reason is! When we are late it's because DirecTV gives us way to much work, yet they take our money because of it. They force us to lie to customers about phone line hook ups. They make us tell the customers who have a house phone that we have to hook each receiver up to the phone line so it can download what ever software updates it needs when really its because they want the customer to be able to order movies so they can make more revenue.. The receivers download their software through the satellite, not the phone line. And, on top of all of this, the contracting companies steal money out of our paychecks every week for made up charges and for equipment rentals. they force us to rent a little handheld computer for $80 a month to activate receivers when we can do the same thing with a cell phone or over the phone.

Anyway, I can go on and on and on about the shady practices of DirecTV, DirectSat USA and all of their little shady contracting companies. So next time you guys and gals want to bash your DirecTV sub contractor think about whose really at fault..

And for those of you who are going to say, "Why don't you get a different job?" are you hiring? Didn't think so!


Your friendly neighborhood DirecTV Sub-Contractor
     
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Anonymous on 2011-01-12:
But it's OK to bash the hand that feeds you.
DirectvSubContractor on 2011-01-12:
I'm not bashing anyone, I'm simply stating the truth..
whocares91 on 2011-01-12:
That stinks and sounds typical of a big company.
jktshff1 on 2011-01-12:
Sounds like you need to find another calling.
Anonymous on 2011-01-12:
You should really find a different job.
tnchuck100 on 2011-01-12:
I must say each and every contact I have had with installers or any of the technical people have been helpful, friendly and efficient.

I wish I could say the same for their customer service. Such is not the case. With an occasional rare exception it is always a frustrating challenge to accomplish anything. It generally takes 3 to 5 calls and/or emails to sort through the lies and get solid confirmation on what you want done.
idontthinkso on 2011-01-12:
Being a professional in the Security field, I feel your pain. Especially since you jumped into the Lion's den here. As a consumer, my experiences with subcontractors has been wildly varied. Experienced professionals like yourself can get burned out, or just start playing the game and slapping in whatever they can in the time they have.

The corporations know the stress they put on their subcontractors, that is WHY they use subcontractors. Paid employees would walk out if treated with the overwork, and penny pinching schemes that they pull on subs.

The turnover rate on competent employees is usually high. Even when a contractor starts attracting good employees, another company will come by in six months and undercut the contract. Screw service, they are $100 a job cheaper! You get what you pay for... Until the new subs get fired, or YOUR bosses buckle under and accept an even lower pay rate. Vicious cycle, which usually ends with you having a 16 hour day, dealing with a customer that has had 3 idiots screw up their hose before YOU get there... And you'd better fix it NOW!!

I feel your pain man...

But all we consumers want is what we were promised. A ball park time of installation, and for the damn thing to W-O-R-K!!! Can you really blame us, for getting grumpy while holding the wrong end of the stick?? None of us are involved in the corporate nonsense that caused this... we just want a phone-call when you are going to be late. We want wires actually run INSIDE walls, instead of across floors or (yes it happened to me) across the front steps!

None of the winners I have dealt with over the years have even TRIED to explain being hours late, or that they simply screwed up or that they don't KNOW why the box doesn't work...

When the installer is professional, respectful and informative... I can forgive a LOT. When they point to the "EVIL COMPANY" shrug their shoulders and do a CRAPPY JOB... I raise hell. I call supervisors. I threaten to sue.

I have to.
jktshff1 on 2011-01-13:
idont,..+10
azRider on 2011-01-13:
truly you need to find a new job. Clearly your stressed, over worked and under paid. if you have that many installs I'm guessing you work in a town with a good size. keep your job, but start looking around. save up 6 months worth savings, then start looking and get a less stressful job. maybe cleaning foreclosed homes..
Sassy2 on 2011-02-03:
Our Attorney Generals should do something about this money grubbing company! It is simply beyond belief what DTV can get away with!
doximom1 on 2011-02-06:
I have always had techs who were professional and actually CALL when they are on the way. It's the 800-DIRECTV reps who are often terrible! Very rarely does my problem get addressed correctly on the first call.
Joe Average on 2011-07-25:
Sub-contractor, all the grief non of the benefits. Sadly this is not only a DirecTV issue.Just another way big business screws the working class.
Joe on 2013-07-21:
I feel you brother I worked in sat installs, security, and audio video installs You do all the work they get all the MONEY I worked 15 hr days and had many problems with the company as a sub and employee I was great a the job so they wanted to keep me so I had it a little better than some think about this start your own business doing installs for surround sound and tv etc.
John on 2014-02-13:
I am a subcontractor of a subcontractor for DirecTV, most people are. DirecTV does not have many or any direct sub-installers. It is just like what the OP said. I am a sub when it comes time to get paid and an employee when it comes for freedom. I am required to work the warehouse for free one day a week. Its illegal but if I complain, no more jobs. If a customer calls in because something is wrong more than one week I get charged. I have been charged $55 for a job I only got paid $40 for and that was because a tree limb fell on their dish. This is every week, they take almost 25% of my pay in charge backs. For the first 7 days they will send the original installer out. If I get called out to fix another installer's job I don't get paid and he gets charged for my work and vise-versa. I am in Alabama but work for Wave Communications and services 7020 Tiant Way Elk Grove, CA 95758. Look them up on Google maps, it is just a house. They don't even have an Alabama business license they have an office in a mini-warehouse. If I ever get hurt working on your home you will get sued because they don't have workers comp on me.
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Horrible Customer Service, Fraud
Posted by on
This is the email I sent to HZBitew@DirecTV.com who is apparently the head for dispute resolution. Still awaiting a reply

I have been given your email address by a low level manager of yours regarding a major issue I have become aware of. I have been a DirecTV customer for the last 10 months, all of which unfortunately have been not very pleasant.

First off I would like to inform you that I am a Certified C-10 Electrical contractor and low voltage specialist in San Diego, CA. I have owned my own business for the last 7 years and until today have recommended your service to several hundred clients over the years, my recommendations for your services will cease today!

I called this morning to inquire about package changes and got drastically thrown of course when the first customer service employee I spoke with informed me that I am in a contract till Feb. of 2011!!! When I originally signed up for DirecTV service in Feb of this year I signed and agreed to a 1 year contract with many benefits and new customer bonuses. I was happy and looking forward to my DirecTV service being activated in the next couple days. The tech showed up on my house on that Saturday and I had everything ready for him, he needed not run any new wires, there was no need to install or align a new 5 lnb dish as one was already on the house, all he had to do was make 1 phone call. I opened the box and installed the DVR as I have a very elaborate and very tidy equipment rack. The tech was in and out of my house in less than 30 minutes! I then received a bill for my first months service that in no way shape or form was indicative of the service that was originally set up for me. After several hours of phone calls, several hours of waiting on hold, and after speaking with no less than 10 representatives of DirecTV, 8 of whom claimed to have a “managerial” title, I finally came to find out that when my paperwork was processed I was put back in the system as an “existing customer”???? OK; I used to have DirecTV service, over three years ago and in a different city, at a different address, under a different phone number, and under totally different contractual terms all of which were fully obligated and paid in full and terminated when I left that residence. So since I was “reinstated” by your company as an existing customer all of the discounts that were afforded to me as a new customer were revoked without any knowledge or consent. My package was set not at the level I had signed up for but at my previous, as in three years ago previous, package level which happened to be about $100 a month more than I had signed up for. This debate went on for about 2 weeks before I finally received a phone call from a “Dispute Resolutions Manager” who clearly saw what had been taking place agreed that it was totally wrong, credited my account for all wrong doing and the made sure I was given all the rebates and bonuses I was promised by DirecTV in the first place.

Since that date I have been very dissatisfied with DirecTV as a whole, why would a company so big that has to thrive on customer service and satisfaction so blatantly disrespect and misdirect their customers?

So I called this morning to inquire about making changes to my package as I am really planning on bumping my package down to the lowest level possible for the last 2 months to complete my contractual obligation and terminate my service with DirecTV. I was then informed that I am under contract with you guys until Feb. of 2011! I was absolutely confused and told by April employee number 100421021 that this was told to me by someone, she had no idea who, and that I never signed anything but I verbally agreed!? Do you guys encourage your employees to lie? To mislead? This is known as fraud in the consumer world. I was then passed onto a manage by my request, the next person on the phone identified herself as a manager but refused to give her name or employee number, once again, if there isn’t anything strange going on why do your employee’s refuse to identify themselves to customers? She then notified me that yes, I originally signed a 1 year agreement and that agreement was then extended another year when I added a new box in mid November.

A brief history on this HR21-100 that is now causing problems. Like I mentioned previously I am a contractor I sell and install very high end home automation systems most of which I recommend DirecTV as the service of choice, and only cause of picture quality, the customer service at this company is some of the worst I have ever experienced. I purchased this box along with 25 other HR21-100’s from Amerisat in San Diego, CA an authorized retailer, distributor and installation company for ATT, DirecTV, and Dish Network. These boxes were all purchased out right, not leased! When I installed 1 of these 25 boxes at my personal residence and called in November to have it activated, your company has somehow automatically assumed possession of this box and I have now been told that I am leasing this box from your company! Please, please explain how this works~! And because I “leased” a box from you, which is not the case at all I own this box, it is mine, my contract unbeknownst to me was automatically extended 1 year without any knowledge of my own and without my consent, once again fraud and misrepresentation. Had I been notified that by adding a box to my system that I would have to endure another year with this company I would have never done it and would happily remove said box if that was the case.

At this point the representative I was speaking with was clearly outside of their comfort/ knowledge realm and I asked that they transfer me to their supervisor. Once again I was greeted by someone who was happy to identify herself as a “customer service resolution supervisor” but once again she refused to provide her name or employee number and insisted several times that the topics at hand were solely about me and my account and she needn’t be associated with the current dispute, she advised me that if I had an issue that she would not listen to me and that all disputes need to be submitted in writing and may take up to 2 months before anyone even acknowledges my dispute! Please tell me this is not true. Why in the world would an employee have the title just mentioned only to refuse to do anything. Well I asked her that same question and was hung up on! No yelling, no cussing, no abusive language, just me asking with pleases, thank you, yes ma’am, and no ma’am and I was hung up on! I really hope that whomever I ended my phone call with it is notified in my account notes, because hanging up on a customer who is speaking very respectfully very calmly, and very professionally, and this should be very easy to hear because all of your phone calls are recorded, this person should be met with staunch discipline as this is a direct reflection upon DirecTV and all of its employees!

So now Sirs/Madams I am requesting your immediate attention to this matter. I will be posting this email and any responses directly on my website, and on no less than 10 consumer websites so that all may see how DirecTV handles its customers. My goal until this is dispute is resolved is to spread the word to as many people as possible, which will be in the thousands I assure you, to make sure that consumers are aware of the horrible business practices, unbelievably disrespectful customer service and mismanagement of your company and its customers. I also assure you that any positive response out of this will be met with equally positive distribution of information.

If this email and dispute is outside your allowed level of conflict resolution please see to it that this email is passed on to those who have the proper authority.

Your immediate attention to this matter is greatly appreciated.


My Company is:
CE Pro top 100
CEDIA Certified Designer and installer
CEDIA Board Member
     
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User Replies:

Anonymous on 2009-12-27:
"She then notified me that yes, I originally signed a 1 year agreement and that agreement was then extended another year when I added a new box in mid November."

Any changes to your service extends the contract, even if you just upgrade a cell phone. I agree its sneaky, but it is in the contract that you signed. Even if you purchased the box, you called them to activate it and that changed your service. Good Luck.
Anonymous on 2009-12-27:
I R confused! And NO, I haven't had any Wild Turkey yet today.
Anonymous on 2009-12-27:
You signed up as a new customer and got a special rate for NEW customers. They in turn learned that you were not a new customer. You were a previous customer. You lost all the discounts you got as a new customer.

Nothing hard to understand here. It does not matter that you had a different address or phone number or lived in a different city then. You already had been a customer, therefore you can never be a new customer again.
Backlash2 on 2009-12-28:
If you are still a customer and DirectTV has your bank account or credit card on file,you would be wise to cancel these accounts before you cancel your service or Direct TV will help themselves to whatever they can get from your accounts.Good Luck!
LCDLBA on 2010-01-02:
I have never had anything but GREAT customer service with DirecTV. In fact in hard times, they have even given me a free month service so not to lose us! I have ZERO complaints about them! Been with them 6 years and will be will them for good. :)
PepperElf on 2010-01-02:
I solved all tv issues by choosing to not own one =)

the last time I went to buy a tv, I got to the store and realized I really didn't want one anyway.
I came home with a pretty lamp instead
Disgusted in NJ on 2012-03-20:
My big mistake was upgrading to HD/DVR I received a 2 page bill which I am unable to decipher and neither can their customer service reps.
I ask for a simple bill 3 days ago- I am still waiting, instead I get a credit for $3.19 for protection insurance that was added without my knowledge the purpose I have no clear understanding.
I am still waiting for a CS call back to explain my bill.
SRAgee on 2012-06-23:
@LadyScot, that is only how Direct TV operates when THEY want to. My roommate got Direct TV service in February 2012. After several months of incorrect bills and hours of phones calls to customer service, he decided to cancel the service. A month later, Direct TV helped themselves to money in MY bank account as I had been allowing the use of my card to pay his bills. When he contacted Direct TV customer service on the day of the charge, he was told that they would refund the charge to my bank account but ONLY IF he would reinstate his service. And was told that he could get even better discounts because he would be a NEW CUSTOMER. So, after being cancelled only a month, he would have been a new customer, same address, same phone number. So how is it that this person was getting service again after 3 years and not even at the same address but NOT be considered a new customer??? I filed a complaint with the BBB and am waiting for a resolution through them. But, my advice to ANYONE thinking about getting service through Direct TV....DON'T DO IT!!!!! My roommate actually got a deal with a competitor for $65 per month and that included TV and internet for 2 years. Direct TV can't touch that. They have the worst customer service and most unethical business practices of any company I have ever dealt within my life. Fortunatly, this ordeal has been the reason that many of the people that I know that HAD Direct TV cancelled their service...making sure any CC information was delete so as not to have their bank account raped by Direct TV.
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DirecTV email customer service is in the toilet
Posted by on
When trying to get something in writing from DirecTV this may provide some insight as to what you can expect from their email customer service. I have made this same request periodically without difficulty. It appears things have changed.

My initial request to DirecTV.
-----------------------------
In the past I have suggested/requested you provide the customer contract expiration date in "My Account" on your website and have it printed on the paper statement. Several website revisions and updates have taken place since that time. So far no one has cared enough to add something as simple as this. That being the case I must resort to periodically emailing you to verify that my expiration date has not changed.

So here we go again. What is my contract expiration date?

Thank you, xxxxxxxxxxx
Acct# nnnnnnnnn
-----------------------------
DirecTV's response:
-----------------------------
Dear Mr. xxxxx,

Thanks for writing. I see that you've been one of our loyal customers since 2003, we appreciate your continued patronage.

I understand your would like to know the end of your agreement since you can't find the information online. I'll be glad to assist you.

While we don't have the exact information for your agreement through email, we've set up a special phone line with a PIN Number that you can used to reach one of our account specialists directly. Our specialists will assist you in providing the accurate information about your agreement easily.

Please call us at 800-824-9081 between 8:00 AM and 1:00 AM ET daily. When the system asks for a Personal ID Number (PIN), enter nnnn(this PIN is good for five days). We're looking forward to talking to you.

On the other hand, we appreciate your feedback about the agreement included on your online account and paper statement. Any new enhancements to our services are subject to change until a formal announcement is made, so I don't have any information that I can share with you right now. I have, however, forwarded your email on to our management so that they can have a record of your request.

Thanks again for writing, Mr. xxxxxxx.

Sincerely,
xxxxxxxxx. - nnnnnnnnnn
DIRECTV Customer Service
----------------------------
My reply:
----------------------------
This is information is readily available to you. Simply respond with the agreement expiration date. If you are unable to accomplish this the pass it to someone who can. It's not that difficult.
----------------------------
DirecTV's response:
----------------------------
Dear Mr. xxxxxxxx,

Thanks for writing us back. I understand how important it is to you to know your agreement expiration date.

I just wanted to let you know that we are limited to what account information we can provide via email. We do want to be sure we've done everything we can to make your DIRECTV experience a great one.

You are important to us and we certainly want to keep you as a customer. The phone number mentioned in our previous email is still available. To be on the safe side, I'm issuing you a new PIN number to enter when the system asks for a Personal ID Number. Your new PIN number is nnnn (this PIN is good for five days).

We're constantly reviewing our policies to ensure that we're meeting the needs of most of our customers. At DIRECTV, we're always working to provide our customers with new products and services to make sure we bring the best possible TV experience.

Thanks again for writing, Mr. xxxxxx. We're happy to have you as a loyal DIRECTV customer and we look forward to providing you service for years to come.

Sincerely,
xxxxxxxx - nnnnnnnnn
DIRECTV Customer Service
--------------------------------
My reply:
--------------------------------
It appears you believe me to be quite naive. Let me assure you, such is not the case. You are, however, doing an excellent job convincing me that your abilities leave much to be desired.

This information has previously always been available via an email request. It is not proprietary information. I am not interested in what a customer service representative may tell me on the phone. Statements that are made on the phone carry no accountability. I require something that provides hardcopy documentation regarding my current agreement expiration date.

So far your efforts to avoid providing this information is proving that DirecTV's regard for their customers is slowly but surely deteriorating.
--------------------------------
DirecTV's response:
--------------------------------
Dear Mr. xxxxxxx,

Thank you for writing back. Your e-mail has been forwarded to me for review and response. I understand you are looking for information on the end date of your current programming agreement with DIRECTV and I can address this for you.

It is not our intention to provide you any frustration in attempting to get this information. However, the information provided by our previous representatives in past e-mail correspondence is accurate. We are currently no longer able to provide information about the end dates of programming agreements via e-mail. To obtain this information, you will need to contact the number provided to you previously. This is a direct number so you will automatically be connected with a representative who can accurately provide you the requested information.

Mr. xxxxxxx, we respect your time and I thank you again for writing back.

Sincerely,

xxxxxx (ID nnnnn)
DIRECTV Resolution Specialist
------------------------------------
My reply:
------------------------------------
I am sorry your email customer service has deteriorated to this extent.

I can understand not allowing anything that would alter the account being done by email for security reasons. However, supplying an expiration date of a customer agreement via email in no way compromises the account.

There are far too many complaints on the internet about people being misled with inaccurate information when obtained verbally by telephone. It has happened to me as well. That is why it took me a year and half before I had enough information IN WRITING to proceed with the HD upgrade. Even at that there were still shortcomings in what was promised and what was actually done. But it was eventually worked out satisfactorily.

In addition there are many, many complaints about DirecTV extending agreement dates without the customers knowledge or consent. I do not wish to be caught unaware of the conditions of my account. Since DirecTV refuses to make the agreement expiration date available online or on the billing statement I must resort to keeping tabs on it this way. DirecTV's obvious deliberate withholding, or at least making it difficult to obtain documentation of this account critical piece information is a seed for distrust.

What is presented verbally on the phone is not held accountable. This is why I require this information in writing. Your stance on this issue has all the earmarks that DirecTV's legal department or corporate policy will no longer permit you to put anything of significance in writing. That can only be interpreted by the customer as calculated deception. ie: Tell the customer anything by phone. Deny it later.

I'm sure you are aware that you lose many customer by these frustrating, deceptive, mis-leading practices. The loss of customers at this point is not great enough to cause DirecTV to become more customer friendly. Someday it may.
---------------------------------------
I will update this if DirecTV has a response.
     
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Anonymous on 2011-12-30:
Seems like a typical canned response, I see no reason why they can't provide you an expiration date.
Alain on 2011-12-31:
You're making a simple request and they are doing their best to annoy you. That's a lousy way to keep customers.
jonthethird on 2011-12-31:
If everyone was aware of their services' expiration date, they may use it to change service. They would also become aware when the expiration date was extended due to some portion of the "contract" DirecTv does not want the customer to have too much information
sassy2 on 2012-01-24:
If someone cancels their service not being sure when their contract ends,DTV automatically charges them with early cancellation fees and the burden of proof falls on the consumer as to the exact day because it is simple for DTV to change the dates and this means lots of money for DTV.
amanda on 2013-03-12:
that is the same issue I am having with them they rob you blind worst cable company ever
Sue on 2014-06-18:
Why don't you just call 800-531-5000 and ask for your contract end date? Why are you making this more difficult than it needs to be?
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DirecTV absolutely horrible
Posted by on
PORT ST LUCIE, FLORIDA -- To Whom it may concern:
On October 13th 2011 I had, had enough of my picture constantly going out due to the rain. I had just finished trying to watch a show I had recorded from the night before only to find that over 20 minutes of the show didn’t record due to the rain the night before. The 5 days before this it had been raining quite a bit and during that time I had no picture regularly, there were periods where my picture was out for 2-4 hours at a time. Living in Florida during the summer it rains a lot, and I had the same thing throughout the summer. UFC pay per views that I spent $50 dollars a piece on with a house full of friends ready to watch the fights only to have the picture go out for half of them including the final two rounds of a championship fight. Needless to say after one of my favorite shows not recording I was at the end of my rope. I called in to cancel my service, I had had it. I called the 1-800-DIRECTV phone number and after telling the automated system I was calling to cancel I was put through to Oscar in the retention department. I told Oscar my problems and frustrations and he began offering me things to try to keep my business. I kept telling him I wasn’t interested and that what he was offering me just wasn’t enough to deal with not having a picture half of the time. First he offered me a $50 credit off my bill for the month, I said no, then he offered me Showtime free for 12 months on top of the $50 credit, I said no. The next thing he offered was an additional $10 off my bill per month for 12 months on top of the other things, still I said no. His next offer was to add the NFL Sunday Ticket for free to my account on top of the other offers, to this I decided that may be worth staying for so I told him OK, but that I wanted a technician to come out and check my dish. We set up a date and time for the technician to come out, Oscar gave me a confirmation number and another phone number of 1-888-355-7530. After putting me on hold for a couple minutes we were done and I was happy.
About 6 hours later when I got home I decided to check out what was on Showtime only to find that I wasn’t getting the channels. So I once again called Direc TV. This time I got Melinda on the phone employee id # 100422109. Melinda pulled up my account and told me that there were no notes on my account, that nothing had been done, and that the system showed that I hadn’t called in since February. I told her about the entire conversation earlier with Oscar, and all the things that I had been promised all of which I had written down. She put me on hold for several minutes and came back only to tell me that all of the things that were promised to me to keep my business could not be honored and that the only thing she could do was give me Showtime free for 3 months. I was furious. Here I’ve been a loyal customer with Direc TV for years, stayed with Direct TV even after years of frustration of my picture going out, only to be told that everything that was promised to me I could not get. I spent close to a half hour of my day on the phone with Oscar for nothing, and I spent over a half hour on the phone with Melinda dealing with this. I asked her about the fact that the system told me the conversations were being recorded and that I wanted the conversation to be pulled up. Her response was that’s for training and that’s not possible. Then she told me the only other thing she could do was offer me the NFL Sunday Ticket at HALF PRICE! I told her absolutely not, that Direct TV was not getting another dime out of me, I should be getting money from them for the horrible service and frustration I’ve had to go through. Melinda’s attitude was one that I really couldn’t believe, it was one of just not caring at all, like she didn’t care if I stayed with Direc TV or not, like my business was nothing to the company. I told Melinda that I wasn’t even going to bother trying to talk to a supervisor and that I’d be calling Comcast and once I had a date scheduled for the cable to be hooked up Id call back and cancel service with Direc Tv, and she very easily let me off the phone.
I want you-Direc TV to know that I intend on complaining to every single agency, website and forum that I can possibly find. I’m going to let everyone know exactly what kind of “service” you provide and the dirty tactics you employ to try to keep customers. I also plan on letting all of my customers my company deals with about your company. You see in owning a, lets just say technology based company my employees see a lot of customers every day, often times customers will ask us what's the best computer we recommend or TV and very often we are asked about cable and satellite providers and before we would always recommend DirecTV, you can bet that will never happen again. This issue with me ultimately will cost your company tens of thousands of dollars if not more, you're not just losing one customer. To be promised something only to be told you can’t have it is ridiculous. Your reliability percentages are lies, fabricated to earn you business from your competitors. You can still do the right thing, but by my experience with your company to this point, I’m sure I’ll never hear a thing from you. Maybe I’ll be proved wrong.
Sincerely,
Shane Horton
     
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Alain on 2011-10-15:
Maybe these two links will be a time saver for you: http://www.fcc.gov/complaints
http://ftc.gov/bcp/index.shtml
Your review joins others that have had similar problems with Direct TV.
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