DirecTV Inc Complaint - How to get your dish removed...otherwise known as incredibly poor DirecTV service.
LAS VEGAS, NEVADA -- I have learned that writing to Direct TV about installation problems and damage to my home have had zero affect. I wrote to the "Office of the President" with all the issues I was dealing with on the installation to ask them to remove the dish from my damaged eaves and because I had already cancelled my service I was told that no, they never remove the dishes. I have figured out since that I should have had them come out to move my dish and when it was off the house I should have stopped them and then cancelled!
The level of sevice I received and the contiued escalation through customer service only to be quoted the identical policies was horrible.
When the "Office of the President" called they had not read my letter and were unwilling to accept either of my requests.
I've attached the majority of my letter to the president to show how many issues I had. They were satisfied in the end for me to quit and to refuse to take the dish down.
Office of the President – Direct TV
Post Office Box 6550
Greenwood Village, CO 80155-6550
January 31, 2007
I’m sorry to write under these circumstances but have been advised to do so.
I made a very difficult choice to cancel my Direct TV service today for many reasons, but it was a difficult choice because I have enjoyed what I can consider an exceptional, very satisfied relationship and quality for about two years at my home in Aurora, Colorado. Since my initial installation at my home at XXXXXXXXXXXXXXXXXX, my service was flawless and I truly enjoyed the HD service. My service included the purchase of an $850 receiver that I was told was required to receive HD signals.
Last year I purchased a home in XXXXXXX and now spend most of my time here. I discontinued my service for several months at my XXXXX address during the transition and then reinstated my service here in XXXXXXX last October.
The initial installation took about five hours and required drilling through my master bedroom wall to connect to the central cable connection box in my home. I was told that a new DVR receiver was required to benefit from the new dish so now my $850 receiver is in my garage in a box, less than a year old. I was told that I had to purchase the original HD DVR in order to receive the service. The new HD DVR (I believe it’s an HD-20?) receiver did not work upon installation, so they said they would ship me a new one. It took approximately 3 weeks. The installer told me they were having trouble with most of them and he thought Direct TV should have waited longer before bringing them to the market.
The installation of the satellite dish is on the eaves of my home and has been insecure from the beginning. The signal was erratic and finally I lost all the HD channels. A repair was scheduled and the second installer added two brace legs to the dish. My city has fairly high winds and during the next high wind day the dish began creaking loudly and again I began losing channels.
During his visit the repairman told me that the only other solution was to mount the dish on a post in the yard so that it would be stable. When I lost the signal this time I called Direct TV to see about moving the dish and was told that the charge would be $49. When I explained the reason for the relocation I was told Sorry, but you will have to pay the fee for the relocation.
Only after complaining and asking to speak to a supervisor did they agree to waive the $49 fee. I was told that there was no appointment available and that I would be contacted in 72 hours.
In between these repair attempts I also called to add international service to my home. The first available installation date for the second dish was the end of December. I was called in late December and was told that the installers were behind schedule and asked if I would mind rescheduling the International dish installation for the end of January, I agreed to the later installation date because it wasn’t that critical for me to have the service.
Anyway, no one contacted me regarding the relocation date and a week later I called to see what had happened. I was told that they would relocate the dish on the same date as the International dish was to be installed, January 29th.
January 29th the installer arrived, (he was very courteous) and told me that the International dish was as big as the HD dish and he didn’t believe the eaves of my house could hold it as well as the other dish, especially if I was having trouble with the existing dish. I had made the erroneous assumption that the installers would mount the dishes on posts but was told I would have to prepare the posts myself. I agreed to reschedule the installation and relocation and would call after the posts were ready.
Today, January 31, I dug two four foot deep holes per the installers instructions and them came inside to watch some TV. I was surprised to find that every channel was showing “channel not purchased”. This has happened three times before so I called Direct TV because in the past instances of this issue were repaired by resending some programming to my receiver.
This time however I was told that Qwest had disconnected my service for non-payment. I asked why and was told that they couldn’t tell me any more information, only that they couldn’t reinstate my service. When I asked who I could speak to they told me to call Qwest. (Initially, in Aurora, my service was bundled with Qwest services) I was highly annoyed by the continuing stream of service issues so I told the Customer Service Representative that I would prefer to cancel my service. I was again told to call Qwest. I asked what I should do with the HD DVR receiver and again was told to call Qwest.
I did call Qwest and was told that they had no idea what Direct TV was talking about and that my account should be billed directly by Direct TV. They agreed to transfer me back to Direct TV and said they would explain to Direct TV that they didn’t have any outstanding billing with me and that I was not in a non-payment status.
So I transferred back to Direct TV and was told the same thing as the first phone call??? I asked if there was anyone else I could speak to and was told no. So then I asked again what happens when I cancel my service. I was told that I would be charged a $12.?? fee for every month left in my contract. I again asked if there was anyone else I could speak to and was told that a supervisor couldn’t help me. At this point I was given your address as the proper way to request an exception to this policy.
I then thought to ask if I cancelled if they would come and remove the dish and receiver and was told that the dish would not be removed. I explained that the dish installation was damaging my house and they still replied that it wouldn’t be removed, that Direct TV never removes dishes. I asked where to send the DVR and was again told to call Qwest. I think I was asking reasonable questions in a reasonable way, but feel that I was getting unreasonable and short answers.
I’m sorry to continue but…the first installer that was here for about 5 hours and complained about the workload they were given most of the time he was here, or was complaining about the quality of the HD-20 receiver.
The second installer didn’t arrive until after the installation window was passed and stayed at my house until about 9:00 PM. I fed both installers dinner. During the time they were here one of the installers got into a screaming match with his supervisor on his phone, screaming extreme obscenities into his cell phone. My children went into their bedroom because they weren’t sure why he was screaming. My daughters are 12 and 15 so they thought it was a little funny afterwards…but it was still incredibly inappropriate. The installer was very apologetic afterwards.
So my experience with Direct TV since last October has not been a good one and feel that customer service has been unhelpful, quoting policy over and over, blaming Qwest for issues that I, as a customer, don’t believe is appropriate, and even asking me if I want to cancel my service.
My only choices at this point are to wait an unknown number of days until Direct TV and Qwest figure out who is doing what, and maybe reinstate my service…this is the extent of the information I have been given.
Or, I can cancel my service, throw my $850 HD DVR receiver in the trash, hire someone to come and remove the satellite dish from my eaves before it damages my eaves further (because I don’t own a ladder tall enough), remove all the cables from the exterior of my house and repair the hole drilled into my master bedroom, AND pay several hundred dollars in cancellation fees to Direct TV.
So, as you can see, I still don’t have a properly installed satellite dish, have inconsistent service whenever the wind blows, and have been frustrated by what I consider to be inconsiderate and uncaring customer service personnel, and have had family members and friends asking why I keep calling for repair and staying home from work to meet the repair personnel ( I am in sales in a strictly commission position and have to sacrifice potential income for each service visit) wondering why I have continued with Direct TV service through all this.
So I have decided to cancel my service, in spite of all the expense that this decision involves. My request is for your assistance with two things that I believe is a fair request under the circumstances. My first request is to have the installation personnel come by to remove the satellite dish from my house before it does any further damage, and second, to relieve me of responsibility for the monthly cancellation fees on my account.
Your assistance and understanding would be appreciated.