DirecTV Inc Complaint - Installation Ripoff and Other Unethical Behavior
I am one of those people that DirecTV Customer Service says "You are one of our best customers" to when they call in for so-called "care". In fact, I am one of the first 1 million of DirecTV's customers (since October 1995). In the last few years, this company has become a very aggressive and abusive monopoly. The are good at rhetoric, but short on real business ethic. I would like to see both Mr. Chase Carey (President, DIRECTV) and Mr. Mike Palkovic (CEO, DIRECTV) be fired by the DIRECTV Board of Executives. They are definitely trying to make DIRECTV the ENRON of the consumer electronics industry.
In the last four days, I have attempted to get DirecTV's installation contractor out to my home to fulfill a work order generated through DirecTV Customer Service last Friday. Last Monday, I received a phone-mail message confirming the appointment for Thursday, June 1st - 8AM till 12PM. Thursday morning, when the service call was supposed to occur, the installation contractor fraudulently called DirecTV, pretended to be me, and changed the appointment date/time to Friday June 2. I can assure you that this is true, and when confronted with this, the installation contractor did not deny it (heard/witnessed by DirecTV Customer Service as well) DirecTV told me this when I called late Thursday morning to find out if they were coming. After much discussion between myself, DirecTV Customer Service, and the installation contractor, they were to attempt to do the job Friday afternoon.
Late Friday morning (not afternoon), the installers showed up, without the requested installation equipment (which was to have included a 40ft. ladder), and told me that they wanted to mount the new 5 LNB Dish on my roof. This would have required violating my home warranty for my roof. So after again going back to all parties involved, I then was ASSURED by DIRECTV, the INSTALLATION CONTRACTOR (no less than 5 confirming phone calls) that they would be out to do the work by 6 PM EDT.
They did not show up, or did the actual installation techs call me to confirm that they were coming or not coming, and by 6PM, we were in the middle of a thunderstorm. Now as mad as I was/am, I would not have sent them up on a ladder during a storm. So the whole exercise.......the commitments, the assurances, etc. were all just more of the same old DirecTV incompetence, deceit, and customer abuse. I guess that we "best" customers are entitled to the best "abuse".
My attempts (3 attempts) to get even a DirecTV supervisor on the phone last night to explain all this to were fruitless. This is just another of a whole list of major problems that I have had with this company in the last two to three years. Others include:
- Having my TIVO hijacked during normal viewing hours to force "enhanced content' on to it
- DIRECTV and their retail dealer's misrepresenting purchase versus lease options on new equipment
- Using the U.S. Mail to notify me that I was eligible for a $200 rebate on my HD-DVR, and then DIRECTV Customer Service telling me that I was not
- Failure of Mr. Chase Carey's office to respond to my complaints about all of the above
- Failure to inform customers PAYING DirecTV for both local channel and HD services that their MPEG-2 receivers and HD-DVRs cannot receive local HD channels because they are being broadcasted using MPEG-4 encoding!!
The good news is that all of these issues are now under official investigation within the FCC and hopefully, soon within the FTC and DOJ as well. I also hope to see several key U.S. Congressmen in the next few weeks to review the history of these abuses, and seek their support in moving the investigation forward. I have attempted (as of yesterday) to again contact Mr. Carey's office in El Segundo to assure them that they continue to make things worse by ignoring me. They will soon have to answer to people far more visible than me.
In the mean time, I am going to talk to DISH about replacing my home DBS services. I have a LOT invested in DirecTV equipment and services right now......6 receivers including 2 DVRs, 3 LNB dish, 4x8 port multiswitch. I expect to have to sue DirecTV to recover some of these costs.......however, I would prefer to lead a class action lawsuit on behalf of all DirecTV customers, as it would relate to these issues.
Stay tuned.......more to come!