ARIZONA -- I was given the NFL Sunday ticket for free as a promotion. I cancelled the following Spring through CenturyLink. Several months later, I got a letter from DIRECTV saying I needed to phone in to cancel. I did just that. However the sales guy would not stop selling the product. He even informed me that if I didn't stay on the line, the cancellation would not be completed. Sooo, I had to keep saying "no" to his endless suggestions as to "why" I should keep the NFL Sunday ticket. If that's what DIRECTV has to do to sell this, then I doubt it's worth the money.
Also, during our conversation, another sales representative yelled in the background "I made a sale!!" And everyone clapped and yelled. My sales representative replied, "Sorry about that. It's someone's birthday here." PLEASE! If they are celebrating like that for one sale, then I'm guessing they aren't getting a lot of sales.
OSHKOSH, WISCONSIN -- DirecTV (now part of the AT&T family) has now stooped to the level of auto-renewing people for services that they had for free LAST year in order to take money from their customers. Since I was a new customer last year I actually received HBO, Showtime, and NFL Sunday Ticket for free.
This year I was auto signed up for NFL Sunday Ticket, and not only could I not get a refund for the 3 months that I did not WANT or use this service but I also could not cancel the 2 remaining months of service. I am appalled at the tactics and also the procedures that were used to swindle me out of money. I will be canceling after I am finished complaining about this on every review site.
REYNOLDSBURG, OHIO -- I was sucked in to renew for another year to reduce my bill and also my own convenience. It has even gotten worse since AT&T took over. They treat NFL ticket like a family and won't budge on the price even for loyal customers. They will give it away to new customer but not even discount to regular customers. I will serve out my time and go back to cable. You can get Red zone for 10 bucks a month but DirecTV won't let you do that. They have become a bunch of snobs but it will catch up to them. There are better options coming up. Stay away or you will regret it like I did.
SWANTON, VERMONT -- DirecTV has a monopoly on the out-of-market NFL football games. I live in a condo and am unable to attach a satellite dish to the building or on a pole in the yard. DirecTV offers Sundayticket.TV now which streams out of market games live. After being passed around various channels with the customer support team for roughly four hours total, after reassurances from various employees and faxing personal documents for review, I was denied anyways and told that "We are not trying to provide football games for everyone under the sun."
They have the ability to accept my payment and let me watch the football games that only they can broadcast, yet they chose not to. I don't think it's fair to have one company be the be-all-end-all of NFL experiences. The NFL should think of allowing more than one company to dole out its wonderful experience to out-of-market fans.
Email correspondence with DirecTV representatives. CUSTOMER AFTER SPEAKING WITH TWO DIRECTV REPRESENTATIVES ON THE PHONE: As an existing customer I would like to be treated as good as your new customers. When you offer them a service for free that I'm interested in using and using that product would probably persuade me to buy it in the future and giving me the "Free" deal even though I'm not a new customer would create more of a brand loyalty and possibly make me a DirecTV customer for life and tell others how great of a product it is.
Instead you tell me I have to pay full price or the best you can do is give me $20 off. Once my contract is up I will be dropping DirecTV and I will be telling all my friends & family and Facebook Friends and acquaintances...that once DirecTV signs you up... they stop taking care of you. Take care of your customers... and they will continue to be your customers. I like DirecTV but this will be a deal breaker.
REPRESENTATIVE RESPONSE: Thanks for writing. I completely understand your inquiry on the offers available for the NFL SUNDAY TICKET for new customers and for you as well. I appreciate being given the chance to respond to your concern and would be glad to provide you with the information that you need.
The prices that you see in our advertising tools are for customers who would like to get DIRECTV for the first time. We invest deeply to get new customers to try DIRECTV services. Sometimes we must dig deep to give them different pricing to entice them to try DIRECTV. We are confident that we offer the best possible pricing and quality programming so that once people come to DIRECTV they will stay with us for many years after that, but sometimes we must offer competitive pricing to get customers to try our services.
I understand that this looks a little unfair especially for you who have been with us for quite some time. As a customer you are entitled to certain benefits other customers would not have available to them. On the other hand, please be informed that our best programming offers are usually online. By registering at http://directv.com/ and signing up for email alerts, you'll also find out about any special deals as they become available. Just go to http://directv.com/register to sign up. If you still are not satisfied, we need to speak with you to help you get the programming you're looking for at the best possible price. Please call us at 800-531-5000 so we can assist you.
Your feedback about getting the NFL SUNDAY TICKET for free is of great value to DIRECTV and the services we offer. As such, I have forwarded your comments to management for review; please rest assured your voice is being heard and many of the changes we make are a direct result of the comments and suggestions we receive from our customers. Thanks again for writing, **. I appreciate the opportunity to personally address your concerns regarding the NFL SUNDAY TICKET.
CUSTOMER RESPONSE: I understand your point, but as a company you should realize giving deals like NFL Ticket for free to new customers and not giving current customers the same deal if they ask for it is going to alienate your current customers. Would you not accomplish the same goal by allowing current customers to try NFL Ticket for free for a year? Isn't retaining customers as important as getting new customers? I am still not satisfied with answer I received. I will be satisfied and continue being a customer and even purchase NFL Ticket next year if I receive it for free this year.
However, if I don't receive NFL Ticket for free this year when my contract hits the 12 month mark and our current rebates expire I will cancel my DirecTV account. I'll have spent $468.60 total on my monthly bills and the cancellation fee will be ($480 - 20 x 12) $240. Totaling = $708.60. At that point my monthly payment will be come $70.05 x 12 months = $840.60 plus purchasing NFL Ticket next year $334.95 = $1,175.55 you will not be receiving from me.
Add in the potential that when my two year contract is up I sign another two year contract and it continues to add up. Once again, I'm not being unreasonable...you are giving it away for free to new customers... let me try it for free this year and I will continue to subscribe to your service.
REPRESENTATIVE RESPONSE: Thanks for writing us back. I'm very sorry to hear of your dissatisfaction with the previous response. I totally understand how you feel about the Free NFL SUNDAY TICKET offer to new customers and I know it is pretty upsetting that it is not being extended to existing loyal customers. I just wanted to let you know that I have forwarded your email for special handling. We respect your time and want to assure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 24 hours. Thanks again for writing, **. We appreciate your patience while we work to resolve this issue for you.
REPRESENTATIVE RESPONSE: Thank you for writing back in to us. I can understand your feelings regarding the NFL promotional offer for the current customers subscribing to our services. We certainly do not wish for you to think about leaving and would like to see what we can do for you. Please know that we do have offers that we are unable to apply through email. Please know that I have noted this situation on your account. please call us back at (800) 531-5000 so we can review our options. Once again, thank you for taking the time to write to us.
CUSTOMER RESPONSE AFTER CALLING AND DEALING WITH 3 REPRESENTATIVES: I called tonight and had to speak to 3 people. The first two didn't even know about my original complaint or emails and told me I had to pay full-price if I wanted NFL Ticket. The third person said that new customers are getting NFL Ticket for free but are having to pay $250 a month... which if DirectTV's website is correct about the package prices with NFL ticket included... YOUR representative flat-out lied...and if that is the truth your promotion is mis-leading... either way you're not living up to your customer promise: Excellence is more than a goal. It's a promise. I will be canceling my subscription.
REPRESENTATIVE RESPONSE: Thank you for writing back and allowing us another opportunity to provide you with great customer service. I tried to call you several times today, most recently at around 9:30 A.M. to assist you. I am sorry I was unable to reach you as I would have enjoyed talking with you personally however each time I called I received a busy signal.
As previously stated, while we are unable to offer you the new customer promotion that would allow for the NFL SUNDAY TICKET free, we are able to offer an incredible discount for our most valued and long term customers, however we are unable to offer any promotion via email. If you are interested in further information, please respond to this email, please be sure to include the original email, with a phone number and a good time to reach you, and we will then ask a specialist to contact you in the next 24-48 hours.
FINAL CUSTOMER RESPONSE: I can be reached at ** after 6:30pm on weeknights. However, since you are giving away NFL Ticket for free to new customers but not current customers the most I'd be willing to spend is $10/month. So, if your incredible discount is more than $10/month don't bother contacting me. Once again, I was planning on purchasing NFL Ticket this year but then you started promoting the fact that you're giving it away for free to new customers. There is no way I'm going to pay even close to your $69.99/month when you are giving it away for free.
I also don't appreciate that your last response leads off with you claiming that you have great customer service when my previous emails and phone calls clearly show that I have not been satisfied with your customer service in the least... but I guess if you consider having to explain myself over and over again to multiple representatives as my frustration continues to build and build is excellent customer service... it just adds another reason for me to drop your service.
My wife ordered Direct TV with the NFL Sunday Package and 2 Year contract for my birthday. She set an install date and even noted on the notes that we already had a 4LNB dish on the house. The install day comes and no one shows up in a 4 hour window so I call them. I get a person on the phone and it takes them several minutes to discover what is going on. They then tell me that there is a past due amount from 5 years previous. I tell them that is impossible as all bills were paid and the contract had been honored. She proceeds to tell me that the outstanding balance is $357. What? I asked if I was on candid camera...
I then ask for an itemized statement of the charges and she tells me that I was sent a new DVR and I owed over $150 in service charges. I then tell her that we never received the DVR because we were offered a great deal with another company and they were not being competitive at the time for current customers (only new). I tell her there must be some kind of mistake and that since we did not receive any new equipment that I would pay the difference of equipment charge and service charge. She says that this is not possible. I get a supervisor on the phone (supposed).
I run through the above and also mention that we cancelled or previous service with Dish and that we are having a get together for the first weekend of football and I have no TV. This lady sounded like she couldn't care less and said that I would have to pay the entire $357 to get their service. I then tell her that she is crazy to dispute a 5 year old bill with me because I am willing to nearly split the difference and sign a two year contract with them to give them more monthly revenue at at least $80 plus dollars a month and we already had a dish on the roof.
She says that is the best they can do. I tell them that it is definitely their loss and they will not ever be getting my business or anyone I can reach. What kind of company is unwilling to take a persons money after they have already completed on record a full contract of service and at the same time lie about sending equipment and that service charges were not paid when you are even willing to meet them half way to save a relationship.
This kind of customer service will be the demise of them as more people discover their unethical ways. Word of advise... Get Dish Network this fall when the new 922 slingshot DVR is released. Dish has always had the best equipment and now the offer Red Zone for 5.99 per month with a $70 plan. Hope this helps someone out there. Thanks, ** OK USA Go Sooners!
ARIZONA -- I purchased NFL Sunday Ticket as I dropped Cable TV. The games are not accessible if they are being televised in your home market (including Cable). And doesn't include Monday or Thursday night Football. So far I've only watched one game this season. That game was blocked, and I had to purchase a VPN to mask my location. Complete waste of money! I tried to call and cancel and they stated I bought the season and there are no cancellations. Obviously they're not allowing cancellations because it doesn't work!
LOS ANGELES, CALIFORNIA -- I'm paying $40-$50 a month, which is a lot, so I can watch my team (I live in LA and love the NY Giants). Besides the picture quality going in and out of high to low quality and back again, I'm CONSTANTLY having to refresh the app or web browser when it FREEZES. This happens at least 20 times per game, and sometimes during very crucial moments of the game, which is SO frustrating. I wish there was another option but it looks like DIRECTV has the market cornered for those of us without some crazy NFL cable package.
BELLA VISTA, ARKANSAS -- Had an enormous event planned around Sunday Night Football. DirecTV had an outage all afternoon and currently now at 10:00 PM still no Sunday Night Football. Called DirecTV customer service and spoke to "Steven". He first tried to lie and say the outage was local and there was nothing he could do. Then I suggested they turn on the East coast or West coast feed just for the evening so I could watch the game. Then Steven lied again and said "Sunday Night Football was out all over the country including New York and Los Angeles."
When I advised him I text a friend in New York and my father in law in L.A. and they told me there were no problems with Sunday Night Football he began to backtrack and said there wasn't anything he could do because I was yelling which is incorrect.
I was upset but not yelling. Regardless I was not happy that he lied and accused me of making "unreasonable demands" and when I asked him to connect me to a supervisor he said there was no need because they would say the same thing as he was and I had to INSIST 5 TIMES before he finally reluctantly connected me to his "supervisor" Kwon who was just as un-sympathetic and apathetic as Steven and said "he didn't know why I was so upset over this and that he doesn't let things like this bother him".
I advised him I was a 13 year customer and had paid 200.00 month or nearly 30,000.00 over the last 13 years and could not believe I had called in with a complaint and instead of trying to console me and offer some sort of solution I was accused of yelling, making unreasonable demands, lied to, told I was over reacting, and that I shouldn't let things like this make me upset. And these were customer service representatives?
I pay 200.00 to watch what I want when I want. I understand there may have been a technical issue they could not resolve but why they could not turn on another active NBC feed such as New York or Los Angeles just for the evening is beyond me. Especially since I have a waiver on file with DirecTV allowing access to outside markets.
Regardless whether they could or not they could have shown some sympathy and empathy to my scenario. Instead they basically blew me off, lied to me numerous times, accused me of over-reacting, accused me of making unreasonable demands, and told me I shouldn't let things like this upset me.
This is one of many pathetic run ins with DirecTV customer service and is the final straw. If you are with Directv cancel now. If you are not do not ever make the mistake of signing up with this arrogant, unsympathetic, poor customer service, overpriced, company DIRECTV!