FOUCHON, LOUISIANA -- I purchased 3 receivers from 3rd party installers as DirecTV installers did not have federal security clearance to get on site. 6 months later the Company I worked for opened a company account with DirecTV and sent 3 receivers to replace the 3 I purchased. I called DirecTV that I needed to deactivate my receivers and turn on the company receivers. DirecTV said that I was under Contract for 2 years and I informed them that I was not - that I had purchased my receivers.
They said that they did not sell receivers and I informed them that I had a receipt. The turned it over to 3 different collection agencies and when I emailed a copy of the receipt the agencies dropped the case. They change the complaint to failure to pay for service and hired a 4th agency, for the same amount as the receivers. Don't do business with DirecTV, you will regret it!!!
The DVR receiver stopped working, at time over several months. Each time customer service called they make excuses, had to threaten to drop service before I finally got new receiver. Now several months later this receiver is acting up and again DirecTV customer service is no help. I will be cancelling once I can get a human to answer the phone. I'd rather go without service than have a terrible service.
TAHOE VISTA, CALIFORNIA -- One of my two DVRs failed (crashed hard drive). DirecTV agreed to fix it or replace it at no cost. After replacement they increased my monthly bill for a "Home" service that I did not request. The Home feature enables me to access recordings made by a DVR on the TV of the other DVR. It is just a nuisance for me because I record the same programs on both DVRs and now they appear as duplicates in the lists of recordings.
I contacted DirecTV that I had for over 15 years. After being at the phone for 1 hour and 20 minutes, I gave up. They kept on putting me on long holds while they were "reaching for a supervisor", an old trick to wear you out. DirecTV used to provide honest service and good customer support. Not anymore.
MIAMI, FLORIDA -- More than a year ago, I added a Genie DVR and at that time, was sold by the installers, a "Cinema Connection Kit" so that the original DVR would connect to my network. Turns out this is not needed when you have a Genie DVR. Interesting, looks like someone made some extra money. Regardless, I never used the on-demand or any other internet feature. Recently when trying to use some of these features, I found several problems; "Cinema Connect kit" was not working, neither DVR would stay connected to my network and could not watch DirecTV on my Mac Book.
DirecTV scheduled a service call but no one showed up. When I questioned this, a customer service agent and a supervisor, implied that I was telling the truth (lied). Wrote to upper management and did hear from someone (after working with several different agents) but that did not go well. They did offer a service call (and would waive the fee) but would not answer why I was charged for equipment that was not needed or why I was questioned about the previously scheduled service call.
In my letter I asked to be let out of the contract and when I asked this of the person from the corporate office about this she said that I would have to pay the remainder of the contract. DirecTV has problems with their features not working (according to corporate, these are free benefits) but I would have to pay to cancel service or pay for a service call to fix their problems. Sound like a company you would want to do business with? I have kept paper copies of all correspondence and phone records to validate my complaint.
SANTA ROSA, CALIFORNIA -- When I signed up for DirecTV I was misled about the services I would receive. I was promised internet at a specific price with the package and then DirecTV could not deliver so I had to go with a different carrier for internet at $30 more than DirecTV had offered. After initial installation we discovered that it was not done correctly and when I called to have it fixed, DirecTV tried to charge ME to fix their mistake. We were mistakenly charged numerous times for on-demand movies we did not order.
When I cancelled service, I specifically asked if my automatic payment would be cancelled and was told yes. The customer service agent neglected to inform me that it would take up to 6 weeks to stop the automatic payment. So I was billed for service I was no longer receiving. When I called to complain about this I was told DirecTV would return the money to me in 30 days. 30 days! It is unacceptable business practice to charge customers for your mistakes. If you are considering DirecTV, run very fast the other direction and choose a different carrier.
DESTIN, FLORIDA -- I've had DirecTV for over a year. My bill is setup on automatic payments and I've never been late. They are constantly adding on movie channels and NFL packages that we do not watch and then charge us for them after the trial period is up. We are moving in a few weeks and they want to charge me $200 including all the add on charges to move my DirecTV equipment ACROSS THE STREET! They actually told me they were discounting the service and it was "worth" $500.
I don't know what the average technician looks like, but the one that installed my equipment spent ten minutes installing and twenty minutes chain smoking beside his truck. He wasn't wasting my time, but to say his time was worth $500 is insulting. I have no problem paying a transfer fee, I'm paying one with every service I have, but $200 is a little ridiculous since the second most expensive for me is $50. The customer service representative was very rude when I questioned why it was so expensive, she was argumentative... I actually had to tell her that I was not going to argue with her about it.
Bottom line -- if you have any intention of moving, I would research other options. I definitely wish I would have. The good news is it is only $260 to cancel, so I will be calling them again before our move and switching to another company. I will not be moving again for three years, but I would rather pay more with someone else than continue giving my money to a company that will screw you every chance they get.
FAIRFAX, VIRGINIA -- It all started in August! Hubby LOVES football, we were tired of crappy Verizon, so we made the leap and signed up with DirecTV! Installed without programming the remotes but that's OK. Day 2 of having service… no playlist on other TV's??? We have 4 kids and like to record their shows for "TV time".
I call about the DVR... no fix. Now, we see that the playlist will disappear all together, or if it is there, it will be from last week (shows we've already deleted will show up and new shows from that day are MIA?) I have reset the box, had DirecTV to my house MANY times and even had a case manager (had a code 47 and 48… had these codes this morning!) STILL NO FIX.
November, when DirecTV is tired of us calling, assign us a case manager, who should not work in customer service… ever, told me "In 3 weeks OR SO, our new SOFTWARE will fix ALL your problems. No, you cannot get out of your contract unless you pay $450." So, now it's January. :) December 4th, my TV showed new software BUT I found out this morning that wasn't "THE" software, so my problems are still ongoing!
So, NOW, January 8th, I still have DirecTV and it still doesn't work BUT I'M STILL PAYING BECAUSE IT'S NOT THEIR FAULT, IT'S THE SOFTWARE!!! Isn't that your fault? I feel like I should get an hourly pay because I'm always resetting, unhooking or speaking to DIRECTV. TV is such a small thing in life and shouldn't be this difficult. I pay you for a service, you provide me that service… right? Not at DirecTV. You pay them and you kind of get service BUT they are working on it. So as a paying customer, I WAIT, wait until the engineers release "THE" software. Well, I've been patient since AUGUST and I'VE HAD IT.
The manager this morning tried to comfort me in telling me "This is an ongoing problem, you are not 1st person I've talked to today who has the same issue.” That's sad! It sure didn't make me feel better, it made me come online and WARN others. If you want to pay for a service and not receive it, pick DirecTV. If you want a constant headache and always be "on hold", pick DirecTV. If you don't want your kids watching that much TV, pick DirecTV. If you like a big blue box informing you "your playlist is disconnected" every 2 minutes, pick DirecTV. If you want to be in the boat of people with the "same" problem for 6 months with no fix in sight, pick DirecTV.
The promise on their website is a script, not a "promise". If that were true, I would be out the contract, like requested, without paying you $450 or any dvr related fees! I feel DirecTV breached the contract and have not fulfilled your end… not even close. But, the little people pay and the suits win! I cannot believe a "new" customer has had such a horrible experience with your company AND is still on the hook for the cancellation fee.
DirecTV should pay me the fee and do me a favor for once! I thought it was cheaper to keep an "old" customer than to advertise for a "new" customer??? I hope, if you have a similar problem, you TELL THE WORLD. Warn people not to get involved until this magic software is released! Good luck to all who are new in my shoes, and to those who are "old" customer who cannot get out without paying the cancellation fee.
I had DirecTV for almost 8 years and I was very happy with their service and it was a good alternative to Comcast with a full digital lineup for several years. My issues started when they decided not to partner with TV anymore and push their piece of junk DVR on everyone. I got their first generation non-HD DVR, and soon after, started getting skips, having to reset it constantly, etc. Had it swapped out a couple of times. Now this one won't rewind live TV unless I completely low level format it for 3 hours and then it will work again for about three days. Their HD DVR was a little better, but sure enough, after less than a year, similar issues and this one had to be replaced too.
When it got replaced the last time, they took away the ability so I could get off-the-air HD from my local stations unless I bought this new box from them that costed another hundred bucks, and they wouldn't give me the old model as a replacement. I finally completed my contract and scheduled to have it removed on Feb. 11th. They screwed up and disconnected me a month early.
Then, when I called them to restore my service for the last month I planned on using them, they treated me like crap, never apologized for their error disconnecting me a month early, and had the nerve to tell me how their crappy DVR is better than TiVo, and they couldn't give me my old service plan back. I was persistent, and after getting hung up two times by their supervisors, they finally gave in and restored all of my programming which the first two said was impossible.
Before this experience, I would have considered them in the future.Now, I will never do business with them again. So long jerks at DirecTV, you really need to learn something about customer service and trying to make things right. BTW DirecTV, I have a first generation TV that is now over ten years old and it has never skipped a beat (lifetime subscription baby) and yours is not better!
COLUMBUS, OHIO -- I called DirecTV the last week in August to purchase their equipment and services. After getting pricing and comparing deals with competitors, I decided to go with them (DirecTV). I spoke with ** who was at a call center at the Sacramento State Fair. They were running a promotion for NFL Sunday ticket for $69.99 for 4 months. If you qualified (which I did after they ran a credit check), you could get the deal for $49.99 for the first 4 months.
After adding HD/DVR and 2 additional boxes, my total monthly bill came to: $79.99/mo with a $233.73 down payment for the equipment. I was granted a reduced rate because ** "misquoted" me the whole time I was checking on pricing. After ordering, it took them until the 19th of the next month to install their product. Once I finally got everything in, the HDDVR wasn't working properly. It wasn't recording multiple channels, we couldn't order movies on PPV properly. All said they sold me a faulty receiver (HDDVR).
So I call in the 24th of Sept., which was the same day we received the first bill. That was 5 days after the first month of billing started and it was for $95.06. So I called in out of frustration with my whole experience up to this point. I spoke with ** in billing and she explained that I needed to pay that price the first month or two until they sent me the monthly rebates. I was never informed of monthly rebates being involved and that the 79.99 was the price I'd pay for the first 4 months. ** lied to me again. So I told ** that was fine, I'd pay that until the rebates came.
She transferred me to ** in tech support. He took me through a troubleshooting process that took 45 minutes and didn't resolve the problem. So we decided to schedule a time for a Tech to come out to my home. The first available date they had was Oct. 15th. This is over 6 weeks from the day I ordered their service and nothing is right. After scheduling the service date, ** transferred me to billings again so I could get a credit for the service I was not receiving. I spoke with a lady whom I could not understand very well, so I didn't get her name. I explained to her the HDDVR wasn't working properly and I wanted a credit.
She said they could not give me a credit because the problem wasn't solved yet. Once it was fixed, they'd apply the credit to the next bill. So I pay 6 weeks of service at the $95.02 price for something I'm not really getting with the monthly price being overcharged. That's just not right. I tell her that I want a credit beforehand. She said, “Well, you're not being charged for the receiver anyway, so if you want, I will just disconnect your service until its fixed.” When she said that, I got real mad. I told her if she was going to do that, they could pick everything up and give me a refund on the whole deal and I'd go back to Time Warner. I asked to speak with a manager. She put me on hold.
At this time I was on the phone for 1 hour and 44 minutes with them. All the sudden I hear a click and the call ended. I hate this company. I hope I get some response because I know this has to be happening to more people than just myself. This is a company that truly doesn't care for their customer. I was lied to about pricing, service, the equipment was bad. They take forever to get out to you for service and take forever on the phone. I made a big mistake.