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.
I have subscribed to NFL Sunday ticket for the last couple of years. I totally understand the blackout rule. What I don't understand is when I cannot see a game that is in Indianapolis and I live in Georgia. Last Sunday the game was not on the ticket or on the 4 regional stations that I have. This did not happen last season and it has happened several times this season. I have talked with other people who agree. What is up! The price gets jacked up every year and the quantity goes down. I dearly love football but I am not going to pay not to see my favorite team. These big companies need a serious wake-up call that can only be provided by a strong solidarity of consumers tired of getting short changed.
The NFL spends 1 BILLION dollars a year on the NFL Sunday Ticket. You think they can give that to every single customer for free you are retarded. When you signed up as a new customer you get plenty of deals that existing customers don't get, including up to half price of regular programming. It is absolutely ignorant to think that DirecTV can give every customer NFL Sunday Ticket for free. You pay anywhere near 1 billion dollars a year for service? No? Then learn how capitalism works.
I'm a long time Direct TV customer and pay my bill on time. I called to ask could if I could get the NFL ticket that's being offered for free for new customers and I was told that it wasn't possible. I find that to be very bad to people like myself and something should be done about it. I think its very wrong. Thank you.
I tried to cancel NFL Sunday ticket, I tried to call several times but I don't have an extra 45 minutes to spend by the time I talked to a customer service representative I was told the season had started and it was too late. I ask to prorate and was told NO. We need to file a class action suit, DirecTV's cancellation policy forces you to pay for services that you have not yet received. This is a legal issue
While I like the NFL Ticket offering, I don't need to watch all 16 games per week. I purchase the NFL Ticket because I moved from my home state. How about an option to purchase single games? That way I save when the team I follow is on Monday night, etc. I can save a little bit of $$$. Just a thought...
MENLO PARK, CALIFORNIA, CALIFORNIA -- This is September, 2008, the day before the Sunday beginning of the regular NFL season. I signed up, and am paying a premium, for DirecTV's "NFL SUNDAY TICKET Superfan" which is billed to allow me to watch any of the NFL games in HD, played on Sundays, provided there is not some blackout on a game in my area. I had this service last year, and was quite happy with it. This year, everything is different, without prior notice to me, their customer. Last year, I could set my DirecTV DVR to record upcoming games the week before. This is exactly what you would expect. That's what a DVR is supposed to do.
This year, for some reason DirecTV representatives cannot explain, and I've just spent the last 3 hours on a Saturday Night on the phone with them... 4 of them... I kept getting disconnected. This year is different. This year, in order to record an upcoming game,... you're not going to believe this, but 3 DirecTV representative have confirmed it to me... you have to wait until the game is in progress before you can record it!
I am flabbergasted. But the problems don't end there. On DirecTV's 'guide' on my TV set, they don't even have the correct teams listed playing each other. Their system is completely screwed up. Their tech representative see one thing, my screen says another, and their new policies say something different. I'm going to give them 3 weeks to get their act together. If it's still this screwed up, I'm going to cancel their entire service and return to Comcast for my HDTV.
LOS ANGELES, CALIFORNIA -- Direct TV is moving over towards "Cable Company" mentality... Now, they "blackout" NFL games on the Sunday Ticket, because the "Local" network stations own the rights to televise these games. I live with no NFL team closer that 200 miles away (San Diego), so that is not an issue. Since 1994, this has never been an issue, however, ALL OF SUDDEN, it is! I complained to the FCC, but they don't oversee Direct TV. WHO DOES?
Oh, by the way, if I PAY for the Local Programming package, I will receive the NFL games, that I have already paid for with the subscription to the "Sunday Ticket". I don't even want to go into calling Direct TV and complaining about this! I NEVER heard so much BS in my life. I mean, I was in the US Navy for 20 years, and this tops them all! Direct TV "backstrokes" when you call them. They have an answer for everything, except the truth!