DirecTV Inc Informative - Getting information in writing
I have had DirecTV for a little over 4 years. I am out of contract. (I hate contracts) The satellite service has been excellent. Customer service is another matter.
I have been attempting to get answers to specific questions regarding upgrading to HD. I have been asking for what equipment, what costs, who is the installer, etc. I began by emailing their normal customer service. All I got back were canned sales pitches. Nothing more than you can find on their website. No answers to my specific questions.
So, I sent a request to higher management asking for someone who could address my concerns. I actually received a phone call from them to discuss the issues. The man was very friendly and would answer any of my questions. Almost. Some items were simply "I don't have access to that information." I did inform him that I wanted my answers in writing.
I advised him that I had seen too many complaints on the internet about them telling the customer one thing and doing/charging something different. At that point he informed me that their legal department will not permit them respond to specific questions in writing.
I told him that their track record of standing behind what they say on the phone was very poor. I had no intention of getting caught by their deceptive tactics. I thanked him for the call and advised him that if he can't answer my questions in writing we would not be upgrading.
Bottom line is DirecTV will not give you anything in writing before you are trapped by their contract. IMO that reinforces the idea they deliberately deceive the customers on the phone.