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DirecTV - Poor Customer Service, New Genie Doesn't Work Right
DirecTV clients and Genie - Complaint
Review by jdudiak on 2012-12-07
Rating: 
WANTAGE, NEW JERSEY -- I have to start off by saying this: To anyone who is thinking about signing up for DirecTV, think long and hard before you do and do your research. Since our installation on 11/17/12 we have had nothing but problems and instead of DirecTV making them better they have made them worse as each day goes by.
Here is my story:
DirecTV was installed with the new promotion of the Genie + 4 additional clients at no charge, minus a couple of trees we had to cut down. Sounds good, free installation right? Two days later the installer had to come back to hook our Internet up to the Genie and to address the white screen we were sporadically getting on the bedroom TV, ok minor issue at this point we just installed it right? Well since then, we get the white screen in the bedroom still and also occasionally get messages on the TV saying we are not authorized on that client (umm ok? our account is active for 4 clients). Call direcTV every time we have an issued and all they do is tell you to re set the box every time. Finally the issues became so frequent we called and said we can't take the Genie anymore we want a tech out here and have them swap for the Home DVR set up. They said we could however there is known issues with the Genie's and that they were trying to fix remotely and asked us to give them a week.
Well, we gave them the benefit of the doubt yet again, a week+ went by and the problem got so bad that now we can't get TV because our access card isn't working properly all of a sudden. After 4 hours of troubleshooting and going in circles with no resolution they finally decided a tech needs to come out. Then we were told that a tech couldn't make it for 5 days, now this is after we wanted to schedule a tech a week before but didn't because they said the problem would be fixed by now. Now there is a huge wait b/c they screwed up and we have to pay big time for it. So, I asked for a Supervisor. Well the Supervisor was down right nasty, had an awful tone then proceeds to tell me if we swap out it will cost us $500. $500!!!??? Why I ask? Apparently it is in the contract that once your receiver becomes active, anytime you want to "upgrade" there is a charge per client and receiver in the house.
Now, after calling directTV over a dozen times in a 3 week time period reporting serious issues with our receiver, don't you think theres something wrong with the receiver, and after all the frustration if a new customer has had such a horrible experience you would swap their equipment to what they want to keep their business???? No no no not with direcTV! All said and done today, we have no TV right now, waiting for them to come out b/c if we cancel we will also be charged out the wazoooo. DirecTV is the biggest scam of a company I have ever known. There were a lot of other details I left out too from other times we called them to troubleshoot, I could write a 100 page book about my only 3 week experience with them so far. What the saddest part of this is to me is that they are a large company and have so many customers but can't even give just satisfactory customer service. Never ever dealt with customer service like this and I've dealt with some doosies.....
Here is my story:
DirecTV was installed with the new promotion of the Genie + 4 additional clients at no charge, minus a couple of trees we had to cut down. Sounds good, free installation right? Two days later the installer had to come back to hook our Internet up to the Genie and to address the white screen we were sporadically getting on the bedroom TV, ok minor issue at this point we just installed it right? Well since then, we get the white screen in the bedroom still and also occasionally get messages on the TV saying we are not authorized on that client (umm ok? our account is active for 4 clients). Call direcTV every time we have an issued and all they do is tell you to re set the box every time. Finally the issues became so frequent we called and said we can't take the Genie anymore we want a tech out here and have them swap for the Home DVR set up. They said we could however there is known issues with the Genie's and that they were trying to fix remotely and asked us to give them a week.
Well, we gave them the benefit of the doubt yet again, a week+ went by and the problem got so bad that now we can't get TV because our access card isn't working properly all of a sudden. After 4 hours of troubleshooting and going in circles with no resolution they finally decided a tech needs to come out. Then we were told that a tech couldn't make it for 5 days, now this is after we wanted to schedule a tech a week before but didn't because they said the problem would be fixed by now. Now there is a huge wait b/c they screwed up and we have to pay big time for it. So, I asked for a Supervisor. Well the Supervisor was down right nasty, had an awful tone then proceeds to tell me if we swap out it will cost us $500. $500!!!??? Why I ask? Apparently it is in the contract that once your receiver becomes active, anytime you want to "upgrade" there is a charge per client and receiver in the house.
Now, after calling directTV over a dozen times in a 3 week time period reporting serious issues with our receiver, don't you think theres something wrong with the receiver, and after all the frustration if a new customer has had such a horrible experience you would swap their equipment to what they want to keep their business???? No no no not with direcTV! All said and done today, we have no TV right now, waiting for them to come out b/c if we cancel we will also be charged out the wazoooo. DirecTV is the biggest scam of a company I have ever known. There were a lot of other details I left out too from other times we called them to troubleshoot, I could write a 100 page book about my only 3 week experience with them so far. What the saddest part of this is to me is that they are a large company and have so many customers but can't even give just satisfactory customer service. Never ever dealt with customer service like this and I've dealt with some doosies.....
Comments:
Posted by BA on 2013-01-30:
Try to update the firmware on the Genie. The software update they were referring to is available now. This should fix the problems with the clients. If you need help doing this, call customer service they can talk you through the process.
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