Bad Experience With DirecTv
DirecTv Satellite - Complaint
KENOSHA, WISCONSIN -- My wife and I have been looking for ways to cut back and save some extra money per month. We are tired of paying close to $150 per month for cable service. We contacted DirecTV who advertised some great rates. I should have known it was too good to be true.
I ordered the service, and the sales representative set up my install appointment. I was given a phone # to confirm my install appointment which I was to call the day before the install. When I called the number, the lady who answered was very rude and didn't seem to care that I was a new customer. She did however, confirm my appointment for the following day and gave me a 5 hour window (2pm - 7pm) for the install guy to arrive. I canceled all my plans for the day of the install and began waiting around the house for 5 hours, because someone over the age of 18 had to be at the home. 715pm came around and no one showed up. I called in to DirecTV using the 800 number customer service line. The customer representative told me that somehow there had been an error and the appointment was never confirmed and somehow got canceled.
I told them that I did not cancel it, but since it was after 7pm there was nothing left to do for this particular day. I was then told that the next available install day was 3 weeks out. I expressed my frustration and told them this was not acceptable since I had already been promised a date and ended up waiting around for 5 hours and no one showed up. I was told there was nothing that could be done. I requested to speak with a supervisor, who was also not helpful at all and didn't seem to care that they had made a mistake. He did however comp me an extra 3 months of HBO, Showtime and Cinnemax that I did not want in the first place.
The supervisor then told me that he would file a claim ticket to the install department indicating what had happened, he said that by filing the claim, it would speed up my install date and would put me towards the top of the list. He said that I should expect a call within 24-72 hours. I waited the full 72 hours and was never contacted. I called in again and a customer service representative told me the same thing, however he indicated that he would file a second claim (since I had threatened to cancel service) to speed up the install date. He told me that it would take an additional 24-72 hours, but since I filed 2 claims it would speed me up faster and they would understand how inconvenienced I was.
I waited 1 full week with no call. I finally called yesterday to cancel and the representative told me that I was told the wrong information and would only receive a call within 24-72 hours IF an opening was available in my area due to a cancelation. After expressing my frustration I told her to cancel my installation appointment. She tried telling me how great of a deal I was getting and how wonderful the package/deal I was getting and if I canceled I couldn't receive these incentives in the future. I told her, "What's the point of you telling me how great of a package I am receiving if I can't use it?"
Needless to say, I canceled my order, went back to the local cable provider. It's more expensive but at least I know what I am getting! I will never order DirecTV in the future, and I would highly NOT recommend them. Their customer service is deplorable!