DirecTV Inc Complaint - Worst Customer Service, Worst Technical Support, Terminations = $400 July 2009
MARYLAND -- If your dish goes out, you can't get through on the tech support line. A recorded instruction list ensues, and you can't bypass it, even if you've already done the entire cycle on your own. be assured, you will be fixing all your problems on your own - they have made me wait many days for service calls and tech support. This time it was eight days. AFTER I spent two hours being told how to fix it myself. "Sorry, that's all the time we have. We never guarantee that we're going to fix anything in 24 hours, only guarantee that we will give you the next available appointment." Which, by the way, no contractors available, because they don't want to work for them. The guy that did our installation was really good, had it installed, and running in five rooms in a matter of hours. One of the parts on the dish broke a few days later, we called tech support, it was a part that was defective on the roof. They BACKCHARGED HIM for having to go back out there, and it was their faulty equipment! He called and asked that we call him directly next time, and he would take care of it, as they jacked him on his install payments. He apologized for the inconvenience. Later, when another incident occurred where none of the boxes would boot up, he said he didn’t work for them any more.
Last month my daughter ordered another box for her own room, and was told the installer would be there before noon. He never showed at all. He finally called after late dinner, and said he was sorry for the inconvenience, that he would come the next day in the afternoon. She had to take another day off work. Lost more money. For a college student, that's very damaging. Three days later, on the phone with tech support again. When I call today to complain that I've not had help with the system since last Friday, and I want to cancel my service and get the termination fee waived, the answer is "No, we're not waiving the termination, you're not living up to your contract." when I reply "neither are you!" their response was: "we never guaranteed you service." "And, we're taking the termination fee off your credit card on file in the next six (6) days."
I was a cable customer for 7 years prior to ordering DirecTV for Sunday Ticket. Don't get roped into that - all the games they played in our area we could already get on regular TV. Playoffs? Already on network television. Superbowl? Already on network television, not even published on their service, the channels simply went blank and referred you to regular stations. Definitely a black hole of money with no real service or quality. The tech support issues were never serviced in less than three days. I had one cable service call in 7 years, and they were there in 2 hours. If you are used to that service, definitely avoid DirecTV. Their motto is: you can fix it yourself if you can access your computer. I don't know about you, but if I'm paying $100-140/month for television, they better be willing to service the account better than in eight (8) days... yes, service went out on Friday night, and they said happily, after 2hours on the phone: "Well, we can be there next Saturday between 12-noon and 4:00pm. would you like this appointment?"
And by the way, because I didn't want to wait a week, and 'offer them the opportunity to correct the problem,' I was charged a $400 termination fee for breaking my contract. And, oh, by the way, would I like a credit for the time my service didn’t work??? Duh. If I ever offered services, didn’t perform them, then demanded a termination fee from my customers, I would get sued and run out of the business. Why are these people getting away with this? Who regulates them?
I had a guy come to do some landscaping, telling my story, and he said the same thing - hours on tech support, doing it yourself, and shabby service. Next door neighbor, same thing, but afraid of the termination fees. So, be aware, once you sign up, you can't get out. you are hosed. If you care about reliable television service, no issues with repairs that are frequently required, this is not the service for you. I have never written a report, review, nor complained about a product in any other venue. this is the worst. If my $400 termination and $100+/month is a help to anyone, it's worth this ten minutes. And any other review site I can join. Been on it for more than a year, because I wanted Sunday Ticket. Nine phone calls and three in-house repair calls in that year. compare that to ONE call to cable with a human appearing in my doorway in two hours. And that was because a rodent, next door, had chewed the lines, not because the service quit on it's own. you be the judge.