DirecTV Inc Complaint - Unresponsive customer service
Unable to access NFL Sunday ticket games on 7 Oct and 21 Oct, I tried to get DirecTV's customer service to provide the service for which I had paid.
The first time, I was denied access to the Saints game even though I live about 1,000 miles from there and the Saints game was not televised locally. The rep told me that it was because I didn't have HD thru DirecTV. Never mind that the other games were available thru non-HD channels. Was like talking to a wall. I subsequently emailed the same complaint and received an unresponsive reply. I sent the complaint right back and this time the rep admitted that the game should not have been blacked out in my area - days after the game was over.
Two weeks later, two games were not available - one in Seattle and one in Philadelphia. Neither was being televised locally (the locally televised game was being shown on DirecTV and should have been blacked out). After repeatedly explaining the situation, the "service" rep said that he couldn't address the issue but would forward the issue to "programming." Hell will probably freeze over before I ever hear from programming. Subsequently tried to obtain a response by emailing DirecTV but have yet to receive an explanation.
In both instances, DirecTV did provide banalities in responding to my emails. They tell me that I have been a customer for x years (DUH - since I ordered the service and pay for it, I know how long. What's the relevance to the erroneous blackouts?). They also say the there are blackout rules (well, how did they apply to the specifics of my situation? Like asking a ref if a field goal was good and being told that the ball has to be between the uprights and over the crossbar in order for it to be good. Yes we know that, but was this particular field goal attempt good?).
A responsible company would not only respond with adequate information in a timely fashion but also post which games are being blacked out in which markets in advance so customers would know. AND provide that info to customer service reps so they could provide intelligent comments when queried. DirecTV's execs seem to be more concerned with their greed than with the customer.