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.
MACON, GEORGIA -- I just received my bill and never really looked at all the charges until today. I noticed I was getting charged for NFL package that I did not request. I had this problem last year and thought I had this solved. Little did I know, it was happening again and they assured me next year this will not happen again. LOL, my contract is up soon so I will be switching to Dish. Thanks for all you do DirecTV!
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!
EUGENE, OREGON -- I received my bundled CenturyLink bill that included the DIRECTV billing and just happened to really look at it. It seems that DIRECTV decided that I needed NFL Sunday Ticket for some reason. I immediately called DIRECTV and was told that it was too late to cancel and they could not refund the monthly charges either. I asked to speak to a supervisor and was put on hold, no one ever answered and I hung up after a half hour.
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!
Can anyone please tell me what has happened to the 2010 NFL Sunday Ticket on DirecTV? I have been purchasing the NFL Sunday Ticket for several years now and have maybe had one or two games blacked out over the years, but this year (2010), I have actually had to resort to cable to watch the games I want to see, and it doesn't seem to matter where these games are being played. I live in Michigan, so I can understand a blackout on a game from my state, but I'm getting blackouts on games that are playing from other states and it doesn't matter if it's 1:00 or 4:00 games. Whatever happened to "Watch any game from anywhere"?
I pay $49.99 a month for 6 months to watch the game I want and have yet to see one game I wanted this season on DirecTV NFL Sunday Ticket. Where I live, my neighbors and I can't believe we've had to resort to cable to see games that we are paying a large amount of money to watch through the DirecTV NFL Sunday Ticket and are not able to watch the games due to all these blackouts that aren't making any sense, again, I live in Michigan, why am I not able to watch games that are being played in Chicago, IL, Greenbay, WI, Minnesota, etc? I even though well, maybe its because my home state's team is playing in one of these games, guess what, NOT.
I don't know about anyone else, but I am tired of hearing "Blackout restrictions apply" and why now does that statement seem to apply to games that are being played outside of one's local area? I think its time that DirecTV goes to the negotiating table with the NFL and work out a better deal with this blackout issue.
I also think that if enough DirecTV subscribers refused to purchase the NFL Sunday Ticket because of all the "blackouts" DirecTV would be forced to face this issue and do something about it, unless the monies lost because that the Sunday Ticket isn't such a hot item anymore just doesn't seem to matter to DirecTV and one would think that the NFL itself would want to improve this problem if for no other reason than the monies they would loose through their advertising on the Sunday Ticket games if less and less customers were purchasing the NFL Sunday Ticket.
What's your thought? Are you tired of paying $299.94 a season for games you may not be able to watch and probably are not being able to watch? Let's do something about this! Remember, the squeaky wheel gets the grease! **.
I have DirecTV HD, and I also was blacked out, I called DirecTV and asked why I lost reception of the game, but I already knew the answer, it's because of COX Cable, and some kind of rights infringement. Cox cable for the last few years have been airing the Saints preseason games on COX Sports, being that we have DirecTV, we cannot view the game. Now that being said, the NFL channel is a DirecTV channel, at one time could only be viewed on DirecTV. When the NFL channel started airing the NFL during regular season, COX subscribers could not view the game, and the ratings was low for the NFL broadcast.
Therefore there was an outcry by COX customers and the NFL to where DirecTV allowed COX to broadcast the NFL channel so that now COX customers can view all the preseason, and the regular season, and I really & truly feel this was the right thing for DirecTV to do, because no one should be deprived of any NFL game. Now, because I have DirecTV, I was blacked out because COX has the rights for preseason football, but Cox cable subscribers were able to view the game on COX sports, and the NFL channel, and DirecTV customers was not able to view a channel, that we pay for with our service, that was our channel to begin with. What is wrong here?
Now you know what the DirecTV's answer was last night when I called to complain, and I didn't give them any slack, I demanded something free for them punishing me, after being on the phone for at least 45 minutes, while this person I was speaking to kept putting me on hold and coming back, they offered me $5.00 off my bill for 6 months.
What is wrong with these people? As much as I pay per month for this service, all they can do is deduct $5.00 dollars a month! I told the person I wanted 4 free movies for the pain and suffering they imposed on us. That made me so mad I told them to keep the $5.00, and I was getting COX on Monday. Then I hung up.
MONAHANS, TEXAS -- In September of this year, my husband called in to DirecTV to ask about receiving the football channels on HD. He was tired of watching the football games on regular cable channels. The games were not as clear as the ones as the HD channels. One month later, we get our bill with a $300.00 charge for the NFL package.
My husband never requested the NFL package. My husband then calls DirecTV to complain and they tell him it CANNOT be changed once the season has begun. He steadily argues with the representative for 20 minutes. The representative continues to tell him that they know that DirecTV made a mistake but that there was nothing they could do until after the season was over. They then offer my husband some kind of SUPER FAN package (a discounted NFL package) to somehow make things better, NOT giving him any other choice.
A few days later, I call DirecTV. I tell the representative what happens, she then sends me to her supervisor. I speak with him for a good while and then he sends me to his supervisor. He gets on the phone and we do visit for quite a long time. His final decision was that since my husband had agreed to the SUPER FAN the second time he called that it basically sealed the deal and therefore there was nothing we could do but just to pay for the NFL Package of $300. WE DID NOT ASK FOR THE NFL PACKAGE!!!
It was not our fault that their representatives are not being trained well. That they are just charging people for things that are not being ordered. Is this how DirecTV is doing business now? Are they charging people for packages, when they just have questions about the programs? Is this the new way of doing business in America now? Taking people for all that they are worth. Upset customer!!!
92115, CALIFORNIA -- I had Direct TV and loved every minute of it; why wouldn't I; I'm a football fan... Anyway, I relocated and had to set up a new Dish. So I use Direct TV's relocation service and setup a time and date. The tech shows up... oh wait, I have another story to tell first... So at my first place, Direct TV was already setup - so all I need was a cable box. It took their tech 2x before they ever showed up. Then about 6 months later I decided to upgrade to the HD DVR (spent $300). The 1st time the tech brought the wrong equipment, the 2nd time the tech never showed up, 3rd time the tech call to reschedule; and finally they showed up w/ the correct equipment and took care of me.
Now, back to my relocation story; I moved from one part of town to another part of town (San Diego). Anyway, the tech guys calls about 20min before the end of the 2 hour time period they give themselves to show up to ask if we can reschedule. I said no... So I had to be a ** and tell them I'm not going to put up w/ this crap again and the manager said he would see what he could do...
Well, for the first time he said he has a tech that can show up after 5pm - I said, cool. The tech shows up and right off the bat says we cannot install the dish here because the tree out back is in the way (I moved into a condo)... I said, **. So I lived w/ it and got cable. Well, since I just upgraded about 2 months to the HD DVR ($300) I wanted to see if they would give me a refund? I called, I wrote and I **... Nothing they would do for me, they kept sending me from person to person, from manager to manager and finally told me to write to some schmuck in Colorado... I did...
All I got was a sorry... I guess they don't want to keep potentially reoccurring clients that are willing to put up w/ their crappy customer service? Oh, but the greats part of all, is that since they couldn't setup the dish I called to cancel my service and they charged me a $250+ for early cancellation. Now how does that work? I want to keep the service, but they cannot provide me with their services anymore and I get penalized for it? Screw Direct TV - NEVER AGAIN! Not only, did I have these problems, but my brother had problems with the tech crew as well - he never did get Direct TV.
Unable to access NFL Sunday ticket games on 7 Oct and 21 Oct, I tried to get DirecTV's customer service to provide the service for which I had paid. The first time, I was denied access to the Saints game even though I live about 1,000 miles from there and the Saints game was not televised locally. The rep told me that it was because I didn't have HD through DirecTV. Never mind that the other games were available through non-HD channels. Was like talking to a wall. I subsequently emailed the same complaint and received an unresponsive reply. I sent the complaint right back and this time the rep admitted that the game should not have been blacked out in my area - days after the game was over.
Two weeks later, two games were not available - one in Seattle and one in Philadelphia. Neither was being televised locally (the locally televised game was being shown on DirecTV and should have been blacked out). After repeatedly explaining the situation, the "service" rep said that he couldn't address the issue but would forward the issue to "programming." Hell will probably freeze over before I ever hear from programming. Subsequently tried to obtain a response by emailing DirecTV but have yet to receive an explanation.
In both instances, DirecTV did provide banalities in responding to my emails. They tell me that I have been a customer for x years (DUH - since I ordered the service and pay for it, I know how long. What's the relevance to the erroneous blackouts?). They also say the there are blackout rules (well, how did they apply to the specifics of my situation? Like asking a ref if a field goal was good and being told that the ball has to be between the uprights and over the crossbar in order for it to be good. Yes we know that, but was this particular field goal attempt good?).
A responsible company would not only respond with adequate information in a timely fashion but also post which games are being blacked out in which markets in advance so customers would know. AND provide that info to customer service reps so they could provide intelligent comments when queried. DirecTV's execs seem to be more concerned with their greed than with the customer.