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.
CIBOLO, TEXAS -- I am a new customer of a DirecTV and have had multiple problems with the service but have been strung along until my 30 days was up and am now locked into a contract. Now they tell me that on demand is hit and miss and that it has been an ongoing problem since before I signed up but failed to tell me when I was signing up. I will be switching tomorrow and they can see how hit and miss their demand is!
NASHVILLE, TENNESSEE -- After one year I had to cancel my DirecTV - we had to move because my husband was diagnosed with cancer and we were not going to be able to stay in the house we were in. I called and explained to customer service and they said there was nothing they could do.
I went to the bank and closed the account that they had the information for and opened another one. They then sent me a bill for almost 1,000 stating I didn't return the equipment which I did. They found the equipment but still tried to get me to pay the cancellation fee.
I explained my situation, even offered medical proof of my husband's condition and they still refused to waive the cancellation fee. They are heartless money grubbers. Go ahead and send me to collections DirecTV. I only have about 500k in medical bills right now - what's another 1,000!!! JERKS!
CRESTVIEW, FLORIDA -- For the entire year we've had this service, we could not use our DVD players to watch our movies. The satellite was always going out and the fees kept creeping up. They were trying to get us to use the HD. It still wouldn't work and they wanted to charge us to send out a tech. We argued with customer service for 45 minutes and finally told them we just want to cancel the account.
They said first it was $220.00, the next day when we called to say the receivers were ready to ship they said it was $380.00. Angry we waited for the labels packed up everything and shipped it out. Today we got a paper bill and it said $409.53 further angering us. So we went online to pay it and be done with them. The online the bill was now $419.53. So we called and asked why after another 30 minutes arguing they said it was an additional fee for canceling the protection plan.
This company is so dishonest. Now we know $10, even $100, is not going to hurt us. But if they do this creative pricing different each month to everyone to some who can't afford that amount, can you see the amount of additional cash flow they get each month? So back with our old cable company, their techs set up our DVD players and they work fine even if we didn't buy cable HD/DVR. For those who are not in a high tax bracket we would recommend sticking with your local cable company. And you can go in and deal with them face to face.
INDIANAPOLIS, INDIANA -- Last Tuesday, we had a bad snow storm. I lost signal for a few hours. It all came back but my playlist. I did not have full either. And there is no way I can recover the playlist. It is upsetting. I had some movies I won't be able to ever record again. They should have a backup for your playlist to go in case this happens. I think, when it went out the system, couldn't recover my playlist. So it was just deleted like it never was there. This is horrible system. They need to have a better back up system for playlist. If they do, that wasn't even working because that comes up with no deleted files.
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!