DirecTV Inc Complaint - Installation nightmare with DirecTV
I tried to get DirecTV to upgrade my service to HD. As a 10 year customer, you would have thought DTV would be happy to accept more money from my account. But the installation process became such a nightmare, I ended up switching to cable and canceling DTV.
The first call ended up with the order being written and canceled three times by the customer service representative who kept making mistakes. Each time DTV charged, then refunded my bill. When the installer showed up, he had the wrong equipment, as the representative still didn't get a basic HD install correct.
I called again, and rescheduled. I later called once more to DTV to explain the on-line order did not have a HD dish, the customer representative said "don't worry they always bring a dish". Sure--wait for it-- the installers showed up without a dish and I missed 1/2 day of work for nothing.
Spoke to a supervisor who apologized, refunded my bill ( for the 4th time), rebilled and rescheduled another install. This time I wised up and scheduled the install for a Saturday afternoon. At 4 pm I get a call that the installer is sick and won't be coming. (It is a beautiful day outside!!)
I call back DTV and speak with a supervisor who credits my bill (5th time) and reschedules for
one week later. The scheduled appointment never shows up on the website, so I call DTV again--and they have no record of any appointment.
I give up- cancel DTV and have cable in full HD in the house two days later. I call DTV after several weeks to see where my credit refund is and I am told I never requested it!! I guess I wanted them to keep my money.
All the DTV employees were friendly, cheerful and
polite--they were just incompetent. The problem is also that DTV has no installers on their payroll. They use third-party businesses who can be better or worse. The only communications between DTV and the installation company is by e-mail. Errors are made very easily.
You would think a HD install would be pretty standard by now.