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!!!
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.
LOUISVILLE, KENTUCKY -- I called to cancel my service with DirecTV after 18 days. I was never informed about a 24 hrs to cancel service with penalties of $480.00 or be locked into a 2 yr contract. When I called about the installation the customer service agent told me I had 30 days to cancel and no penalty and ship the equipment back.
The agent told me they will put the charge on my credit report history and then take the money from my credit card without my authorization. They gave me misinformation with my billing and the services with AT&T they bundle the internet service was horrible, always working offline. They also had my order incomplete for home phone service.
I would like for them to waive the $480.00. And I will be willing to pay for the 18 days of usage. I feel they used unlawful and deceitful practices to get new customers to sign up for their product. I will also notify the Better Business Bureau for further actions. Overall my experience with DirecTV was horrible and I would not recommend their service to any other consumers!
ST AUGUSTINE, FLORIDA -- When I cancelled (Finally! Thank goodness.) my service, I was told that even though my original contract has a two-year term, when we upgraded one box a year later, it automatically extended the term for another two years. They now are billing me 280. When I called billing to say I would pay it monthly over the remaining tern, I was told they don't do that and it would be sent to collection if I did not pay all of it right away. I then said "I'll pay 50% right now" and have them waive the balance. Rep said only way to do that is to negotiate with collections. Not permitting an extended billing is lousy customer service.
I will NEVER, EVER, NEVER use DIRECTV again and I will tell everyone I come into contact with "do not use DIRECTV." This is just then last straw, their channel lineup is ridiculous with infomercial channels interspersed with all regular channels. That was enough but now this. I had to use DIRECTV through the bundle with AT&T and I'll gladly not use AT&T again either.
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.
CANOGA PARK, CA, CALIFORNIA -- After 7 calls over 7 days, I had to dismiss the installers twice because my program package, the price and the equipment kept on changing. Every so-called customer care representative apologized and said my order was different than what the previous representative had told me. I never knew what I had and for how much. Worst service I have ever encountered. Their employees simply do not know what they are doing. For your sanity, stay away from DirecTV.