DirecTV Inc Informative - Poor Customer Service
The purpose of this letter is to inform you that after approximately ten years of association with your company I intend to terminate my service just as soon as I can get another servicer into my home to connect me.
The service (or I should say “lack of service”) is unconscionable. For the past year I’ve nothing but problems with my HD service…..particularly on one HD/DVR receiver (I have a total of four DIRECTV receivers). Around February of this year I had reception problems on my TV. A technician arrived and stated that I needed a new dish because the one I had was outdated and that I needed a new HD/DVR as well. Because of the extremely frigid temperatures that day the tech was unable to install the antenna on top of my house but did replace my receiver and provided me with a refurbished receiver. I continued to have the picture problems for the next 10 days (without any HD signal) until the tech returned to replace the dish. All was fine at that point and I was promptly charged for a service call.
In August I began to have picture problems again. It was the same problem as before (the picture kept stopping and skipping intermittently). The technician arrived on August 29th, and stated that the problem was the dish antenna. He went on to say that it was misaligned or defective. I explained that the antenna had been installed in February and that because I was have no problems with any of my other receivers that I believe the problem was the “refurbished” receiver that I’d been given in February. Having spent 16 years as an electronics retail manager I am familiar with how to troubleshoot these kinds of problems so I was fairly confident that the problem was the receiver and not the antenna. Since the tech’s English comprehension was limited he proceeded to the roof anyway to tinker with the antenna. After an hour or so of hammering and banging on the roof the tech came back into the house only to find that the problem persisted. At that point the tech said he would have to leave and go get another receiver. He returned approximately an hour later with yet another “refurbished” receiver. I protested but because the tech had no clue as to what I was saying and I was now extremely frustrated at have spent more than 2 hours at home for a problem that could have easily been fixed in fifteen minutes, I allowed him to install another refurbished receiver. When the tech left he backed his DIRECTV truck over newly laid sod (part of ten thousand dollars worth of landscaping). To his credit he did inform me and asked me not to call DIRECTV because he had a relative who did landscaping and would repair it free of charge. It was repaired approximately 1 week later albeit very shabbily.
Since August I have continuously had the same problem. The first couple of times I called DIRECTV I was given instructions on how to reset the receiver by depressing the red button on the front. The second time they had me restart the system by having me completely wipe the “hard drive” clean, which of course caused me to lose all of my recorded programming. Each time the problem was fixed for 3 to 4 weeks until once again I had to restart the system. For the past week I’ve had to reset the system every day before being able to enjoy a program without the problems of picture interruptions.
I again called DIRECTV last night to complain and asked that I be sent a “new” receiver. I was told that DIRECTV would not send a new receiver but they could correct the problem by wiping the “hard drive” clean. That’s ridiculous! It’s a circle you’ve created for your customers with no consideration for the hassles that you put them through. I’ve spent HOURS on the phone with DIRECTV trying to get this one problem solved. Oftentimes as much as 15 to 20 minutes are spent just trying to get past your automated system.
Last night I first spoke with a service representative named Mark and subsequently his supervisor, Rebecca Hernandez when I refused to go through Mark’s scripted responses to my problem. Her assistance was worthless and only furthered angered me as she wasted my time by telling me that DIRECTV would not do anything until I jumped through the hoops that you’ve had me jumping through for the past year. I even offered to go out and buy a new receiver myself from Best Buy if she would credit my account for two months of payments (which incidentally would still be less than what I’d have to spend for a new receiver). She insisted that if cleaning the hard drive didn’t work that she’d send out a technician to fix it, at my expense. Why would I pay for another service call? It kind of sounds like a money making scheme for DIRECTV. As a matter of fact I am considering filing a complaint with the Illinois Attorney General’s Office.
One problem with your customer service is that your customer never talks to the same customer service representative. Each time I’ve called I’ve talked to someone different and have to go through the same story over and over and over again. Sometimes this happens because the caller conveniently gets disconnected. Despite being told that your problem is being documented so that the next customer service representative can see what has happened so far, that rarely happens because if it did the customer would not spend enormous amounts of time explaining time after time the nature of the problem.
For all of these reasons and others I’ve decided to go with another company that I feel will be more responsive to my needs and demonstrate to me that they appreciate me as a customer and not someone who favors your “Catch 22” approach to customer service.