AUSTIN, TEXAS -- We had normal reception one evening. The next morning, no TV. My wife - when we FINALLY got a real live person on the line - was subjected to an hour and a half of trying this, trying that - all the time on the phone. She asked for someone to come out and fix the problem (obviously it was not our problem, the TV just stopped working). He said he had to go through the entire check list before he could send someone. Finally he had us up and running. The point is that it was not our fault - it was theirs. But we had to pay in hours of disruption and telephone time. Not cool. We will change when our contract expires. Horrible company!
SAN ANTONIO, TEXAS -- When I signed up I was promised at monthly bill of 50 as well as the NFL package. The NFL package was only given to me for the first weekend of the season. I did receive about two months of 50 bills and after that it went up to 76. When I called they told me that the packages change and this was my new bill! I argued with them and then a couple weeks later a representative from DirecTV calls me to say that the bill will be lowered.
Next month my bill is still the same and I call them and they say that they cannot change the bill. I asked to cancel my service and then they throw the two year contract and you will have to pay the cancellation fee at you. STAY AWAY from this company!!!
SHREVEPORT, LOUISIANA -- I have been a DirecTV customer for over 10 years. I was having trouble with some channels not working from my DVR. DirecTV couldn't fix it over the phone so a service call was set up. 2 very nice me and show up. They determined it was my DVR.
There was a problem because they don't make my DVR anymore and they didn't have a replacement on their truck. We discussed that I didn't have HD service and maybe I wanted to upgrade. I asked how much more a month it would be. They didn't know so they made a call. They had the call on speaker. The representative said it would be $10.00 a month. I questioned that and they reassured me $10.00 a month.
My bill was $122.52. My first bill after the upgrade was $140.09. My next 2 bills were $137.16. It's not a huge difference and some of that is taxes. The actual overcharge is $3.00 a month. Not much until you consider I am now stuck in a 2 year contract and just got a notice they are going up $4.50 a month. They lied about the amount my bill would go up. They won't fix it and if I cancel they will charge me an outrageous cancellation fee. They can lie and overcharge their customers and hold us to a contract that they keep changing the terms on.
BIRMINGHAM, ALABAMA -- I have been a DIRECTV customer for 20 years and have been very happy until last week. It appears to me that AT&T acquired DirecTV and moved all the jobs offshore except for the service men. I was attempting to either return a broken receiver for a like kind or another type. The person I spoke with could speak English but did not understand the language. After waiting forever, I got through and spent over 45 minutes of frustration trying to determine the price of 2 simple options. I finally agreed to something just to get an opportunity to speak to a service man when he arrived.
The sales person was untrained and could only take orders and was constantly leaving, I assume to ask for help. After talking with 3 people including a supervisor that could not answer my question, I agreed to something. Supervisor would not process my order without recording that I accepted the terms of the order which I accepted under duress.
Once the service man arrived my life got better as he was very helpful. But he also has experienced great frustration. I am waiting for my statement to see what I will be charged. My experience was that I had been subjected to a lot of double talk and bait and switch scheme. AT&T needs to bring these jobs back to the USA and go back to the high quality service that built the company. As a CPA it appears to me that the acquisition cost of DirecTV was to eliminate jobs in USA. President Elect Trump needs to call this company out. We the customer will not tolerate this kind of treatment and will go elsewhere.
MPLS, MINNESOTA -- DirecTV has the worst customer service. I have been a paying customer for YEARS - and my husband called with a question on the Sunday ticket, which we have been paying for YEARS. While he was on HOLD FOREVER, he was channel surfing. He pressed the wrong button, and didn't even realize it. Pretty soon our bill shows up charging us $69.95 for a boxing match we never watched and never ordered. When I called to have it removed from my bill, they told us "TOO BAD, you pressed the wrong button and have to pay for it."
WTF- Is this the way you treat long term paying customers, by telling them too bad you made a mistake? Horrible customer service, horrible long wait times on the phone, horrible equipment that doesn't work when it is windy and/or rainy outside. What a bunch of crooks.
RACINE, WISCONSIN -- I was prompted to switch from cable which I had for over 30 yrs to AT&T & DirecTV. This has turned out to be a big mistake from a satisfaction standpoint. Even though I saved a few dollars, the system has proven to be cumbersome to use, and the reliability of the dish signal is poor at best. Anytime, there is bad weather you can expect interruptions in service, which in Wisconsin is a fairly regular affair.
The response from their technical support is comical at best. I'M A SEASONED CITIZEN with somewhat restricted mobility, but they tell me that I should consider climbing on my roof (2 story house) and brush the snow off my dish in a snowstorm, and in the rain I should check my connections. What a joke.
GRASS VALLEY, CALIFORNIA -- DirecTV sent a tech for an installation at my home and within 5 min. he told me that he couldn't do the installation because there was no line of sight. I asked him "how about putting the dish on the roof?" He said, "we do not climb on roofs." There were two dishes on the roof one being from DirecTV. I asked the tech. "how did that DirecTV dish get up there." The tech's answer was "I don't know, we don't climb on roofs".
I called DirecTV and explained what happened and they said "we apologize. We will make this right for you. We want to keep your business and we do not get you more upset etc." They promised to send a more experienced installer in 2 days, I said great!!! They said everything was documented and I was going to receive an email confirming the next appointment. I received the email and the installation was scheduled for 8 days later.
I called them back and spoke to 9 different people (including supervisors) in 5 different departments and they all passed the responsibility to somebody else and nothing got done. The sad part is there is only 2 choices in my area DirecTV and Dish TV. The reviews for Dish were so bad that I decided to try DirecTV.
I recently discontinued my service and wanted to know why I was charged $5.99 after my account had been credited for $7.22. The rep's first question to me was why I discontinued my service. I explained to him that it was for personal reasons and the phone call today was about the $5.99 charge. He continued to ask and I continued to inform him that he can offer me everything under the sun but I was not interested in re-establishing my service.
I asked him several times if he could just inform me what I was being charged the $5.99 for. Then he asked, "So you don't want to save $400?" At this point I asked to speak to a supervisor. He informed me that none was available. I told him that I will file a grievance if he continues with this line of questioning. He told me he was just doing his job. I told him to put down the script and LISTEN to me. Then he told me that I had the wrong department, that he was the re-connect dept.
My frustration level is at maximum now. I asked him to transfer me to someone who can inform me why I am being charged $5.99!!! His response was "that would be me". This is the reason I will NEVER do business with DirecTV again!!! After approximately 20 MINUTES, he finally informed me as to why I was charged the $5.99. I understand the sales pitch. I worked in Sales, but at some point the reps need to listen to the customer so they don't go away extremely frustrated!!! Goodbye DirecTV!!!
CHICAGO, ILLINOIS -- I switched to DirecTV from AT&T U-verse in October 2016. This is one of the worst mistakes I have ever made. I have had problems from day #2 with one of the TV's. It happened that it was a problem with one of the remote controls. I called their customer and talked to three different departments before I finally got someone in technical support. That person said that he would switch me to someone at Wal-Mart's. She was very knowledgeable and assured me there was nothing wrong with the remote but it needed to be reprogrammed. She very capably did that, no thanks to DirecTV.
Now, here comes the same TV with a similar problem. I was on the phone with DirecTV for more than 2 hours trying to get the situation straightened out to no avail. I spoke to two different supervisors reading the same thing from their script. I'm sorry but there is nothing that I can do other than schedule a service call. I had to wait seven days for a service call. I was scheduled for someone to come out between 12pm and 4pm. At 2pm, someone called and said they were still coming. No one came. I called back and was told it would be between 4pm and 8pm, they had no record of the other time.
Well I could go on and on. I haven't even gotten to the issue with my rebate of which they gave me four different numbers to call and still nothing resolved. To try and make a long story short, I feel that they have lousy service and they don't care. They already have you hooked into a two year contract. Stay away from them.
ORLANDO, FLORIDA -- I had service with DirecTV for years and then decided to cancel due to high monthly charges. When I spoke with their customer service department on October 16, I was advised that I would have $0.00 charges for a final bill. Of course, I confirmed this numerous times as it rarely happens. Not to be surprised, I received a bill via email. I called DirecTV again on November 15, and was advised that they would escalate my concerns and remove the charges from my account.
Lo and behold, DirecTV took a credit card I had saved on file for payments (apparently there is a disclosure allowing them to take money without your consent when you save information on their site) and paid their bill. Upon learning of this, I reached out again to DirecTV and was advised that they will not refund my money. I was hung up on 3 times during conferences for over an hour. I was advised that customer service is the final say and that there is no management or others that can assist.
There is a reason that Hulu and Netflix continue to rise - it is the poor customer service these larger companies offer. American business has lost their loyalty to their customers and hide behind large call centers. It is a disgrace and I will NEVER use this company or recommend them to anyone again.