Direct TV - Poorly Trained Customer Service Reps + Dishonest/Disrespectful Installation Contractors = Infuriating Experience
MASSACHUSETTS -- Having had positive experiences with Direct TV and their tech support at previous residences, I was looking forward to getting hooked up at my new house. There was a narrow band for reception and I approved a spot midway between two windows. Without asking, the installer mounted the dish in a different location, obscuring the view from the window of a newly remodeled bathroom, which I had proudly showed him on a tour. I called to order removal and cancel the service, saying I did not want a second opinion and first technician clearly said slate roof was not an option. Customer service representative INSISTED dish could be moved to slate roof. I said I wasn't open to it, but had my doubts ... called second CSR who also indicated it was permissible option. I was very clear that the next visit needed to result in relocation to slate roof OR removal. Clearly stated I was not interested in a second opinion on siting and that I was NOT willing to have a third visit on siting/removal. Gave very site-specific info to be put on job ticket so there could be no mistake. Second crew was not prepared to remove or relocate to roof. Verified that slate roof was not an option but would not remove - said they were only authorized to give a second opinion.
Totally downhill from there. Hours and hours on the phone. Installers who said they'd be back in a few minutes, who never returned or called. Installation managers who promised to have someone come by the end of business, only to hang up on me later the same day when I followed up on that promise. Direct TV customer service reps who misrepresented what they could and would do in response to my requests to close account.
Other customer service reps who reported they found my earlier requests for written communication in the notes on my account. Customer service reps a month later who said no such requests for written communication were logged in any notes. I went from "hey, nice try but I don't get service at my site" - a neutral experience for a customer who had been happy in earlier contracts with this company ..... to someone who will be filing with the Better Business Bureau against Direct TV. I didn't lose any money to them, but I was so disgusted by their dishonesty and disrespect of my time and good will.
I will tell anyone and everyone: do NOT do business with this company. You cannot afford the stress and frustration of dealing with them if there's any glitch in your contract. Run!!!!
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