Long-time customer (14+ years), pains me to see what happened to this once great company since AT&T took over. Called them 6 months ago to switch to a lower plan, wasn't worth the $175/month I was paying and told them I needed it to be closer to $65. No problem, they made the changes... but then I find out that was only a 6-month promotion, bill jumped by 70% at month 7. When I called to see what they could do, basic response was, "Thanks for your 14 years of service... but no, sorry, no more discounts for you."
When I went ahead and canceled, they told me I would have to pay an extra $80 for "early termination". What?? I've been a customer since 2004, there's no contract. "Oh, but there is, when you switched to the lower plan, you agreed to a new 1-year contract." No I did not, where's the copy of my signed contract? Doesn't matter... They don't have what doesn't exist, still charging me. Disgusting. Nice customer service. I'm sure some people who left them have eventually returned. By charging me an $80 exit fee, they have guaranteed I won't be one of those people coming back.
SALT LAKE CITY -- Phoned customer service and spoke to MAX. (Woman). Had already made a payment thru my bank, but because it was a long weekend, I noted that payment would only go thru five days later, so I phoned to inform DirecTV what my dilemma was. Max was completely unsympathetic and just put the phone down. This is not the first time I have had the worst possible service from this company. I have NEVER had a good outcome from the customer service! You would think once you are a customer they will work hard to keep you but once you are in a contract there is no way to get out. THE MOST SHOCKING CUSTOMER SERVICE IN THE COUNTRY!
I've bounced back and forth between DirecTV and Dish over the years, never really happy with either and switching when their customer service (or actually, lack of) pushed me too far. I've had many frustrations with DirecTV over the last few years, so I finally called to find out if my contract had expired so I could try Dish again. WOW! What a difference this customer service experience was.
When the girl from another country (who was very sweet) couldn't help, she immediately transferred me to someone actually in the US in their brand-new Loyalty Department. She started with, "what don't you like about your DirecTV experience?" and addressed every issue one at a time. I even got a monthly discount for a year WITHOUT having to start a new contract. My opinion of them has changed completely, and I would now wholeheartedly recommend DirecTV! :-)
MINNESOTA -- June 11th after a storm my screen says, no signal. Bear in mind we have had DirecTV uninterrupted for 22 years. I call and get run through diagnostics, then get told I need a tech to come out for $99. Again, remember this equipment is over 22 years old and not mine. I refused to do this and requested to terminate service and switch to Dish Network. Then, I call back to confirm this happened and nothing is being done. I get transferred to tech and get offered $60 off, then have a $23 upgrade, which put me at $59/month plus taxes and so on. Now I'm less than $20 savings per month for 12 month and a 24-month contract.
I ask what the 13th month charge would be... Ahhh $101/month, a $25 increase over the present charges. I refused to do that and requested cancellation and refund. Now, I call today and I guess I am on contract. Funny. Now they are cancelling and are going to charge me for early cancellation. What a scam!!! Off to the bank today to cancel accounts so they cannot charge or bill to my account. These guys are crooks!! Oh, also I'm an AT&T customer for 7 years. Time to make a change there too. That'll be $285/month going somewhere else... I was supposed to get a $25/month discount for having AT&T phone service.
CULPEPER, VIRGINIA -- We sold our house and moved in with friends. We had no choice but to cancel our DirecTV subscription. We even expected to pay some kind of cancellation fee even though we told them our current residence already has DirecTV and that we would sign back up once we are settled. What we did not expect was to be charged EIGHT MONTHS of service! Customer Service would not let us speak to a manager and refused to budge. They told us to go on their site to dispute. Went there and they require a credit card number before you can continue. Read the fine print! I wish we had read all the terrible reviews before becoming involved with these cold-hearted crooks!
TULSA, OKLAHOMA -- The technician and the customer service are terrible and do not know how to communicate. I have had the same issue since December when they tried to install everything. It is now May and I still have the same issue and having the same problem with both the tech showing up or being a no show and the customer service sending them when it clearly isn't the correct person to send. I have made numerous phone calls but have had no luck on getting anything accomplished. I have also tried the chat and they will make you think everything is resolved and they actually didn't even look at the account.
NICEVILLE, FLORIDA -- Today they installed DirecTV services in my house. Before they signed me up I told them what channels I normally watch. Representative told me that was no problem that I was getting all the channels. Apparently not the channel that I watch.
In my package if I want those channels I have to be charge 15.00 more a month. This an hour later after I received the installation. I talked to 3 customer service specialist Aubrey, Charles and the last one Michael with not result. The package that I was promise apparently was my imagination.
So I told them to disconnect my services immediately one hour and 36 minutes after my installation. So Michael informed me that I have to pay for one day of services and the 27.15 that they charged to my Credit card is a nonrefundable. So please whatever you do. Do not go with DirecTV. They just care about selling you a services that you are not going to receive. Also when I set this account I did thru AT&T.
ROCHESTER, NEW HAMPSHIRE -- I purchased a 4K TV and was told that DirecTV had 4K capabilities... When I had the small client installed on my main TV in my living room, because the main Genie is not 4K compatible, the picture has been HORRIBLE to say the least ever since. We even had the TV replaced thinking that was the issue when in fact, it has to do with the box, or so I was told by the DirecTV customer service representative.
They scheduled a service call, not before they made me sign up for a $7.99 fee per month for "insurance" or I would have had to pay $99.00 out of pocket the day of service (as service was needed, you have to pay $99.00!!!) for their malfunctioning equipment. So, the Service Tech came out on Saturday morning and when he stepped into my home, he didn't remove him work boots and trampled my carpet and then proceeded to say he didn't have the 4K box in his truck, he was not told he needed it! WASTE OF TIME!!
He swore up and down it wouldn't be the box, but I have 0% faith in anyone associated with DirecTV. So now, I am suckered into paying $7.99 per month for the crappiest service I have ever had, ever! Then I call to cancel the service charge and am on hold for about 15 minutes at least! Every time you call them, plan on being on the phone for no less than a half an hour. DirecTV is a horrible company and they should be ashamed of their practices toward customers and their outrageous fees for service. It is a disgrace!
DirecTV caused me nothing but problems from the very start! They are very dishonest and have terrible customer service. When you call them with an issue, they transfer you from one person to the next so they don't have to deal with it and you get told a different story from everyone you talk. Cancelled my service about 3 months ago and sent equipment back but it got lost somewhere along the way and I got sent to collections. After my phone call with them today, they have the equipment but can't do anything for around 3 weeks!!! That's bs!
CHICAGO, ILLINOIS -- My bill went up without my approval. Money was taken out of my account without my permission. I contacted several reps at DTV who said there was nothing they could do. Their reasoning was horrible so I asked to speak to a supervisor. I was put on hold for 45 minutes. The representative came back on and told me he was on the phone still and I was in queue number 4. I asked if he could call me back and was told she would give him my phone number and details of my complaint.
Two weeks later and me calling to speak to a supervisor. NOTHING. DirecTV is horrible. I have been with them since 1999 and thought I would be treated as a loyal customer. HA. I am going to cancel them but the told me there would be a cancellation fee of $200. I am going to file a complaint with the BBB and Attorney General. I am sick of them screwing people over.