DirecTV Inc Complaint - Horrible Customer Service, Fraud
This is the email I sent to HZBitew@DirecTV.com who is apparently the head for dispute resolution. Still awaiting a reply
I have been given your email address by a low level manager of yours regarding a major issue I have become aware of. I have been a DirecTV customer for the last 10 months, all of which unfortunately have been not very pleasant.
First off I would like to inform you that I am a Certified C-10 Electrical contractor and low voltage specialist in San Diego, CA. I have owned my own business for the last 7 years and up until today have recommended your service to several hundred clients over the years, my recommendations for your services will cease today!
I called this morning to inquire about package changes and got drastically thrown of course when the first customer service employee I spoke with informed me that I am in a contract till Feb. of 2011!!! When I originally signed up for DirecTV service in Feb of this year I signed and agreed to a 1 year contract with many benefits and new customer bonuses. I was happy and looking forward to my DirecTV service being activated in the next couple days. The tech showed up on my house on that Saturday and I had everything ready for him, he needed not run any new wires, there was no need to install or align a new 5 lnb dish as one was already on the house, all he had to do was make 1 phone call. I opened the box and installed the DVR as I have a very elaborate and very tidy equipment rack. The tech was in and out of my house in less than 30 minutes! I then received a bill for my first months service that in no way shape or form was indicative of the service that was originally set up for me. After several hours of phone calls, several hours of waiting on hold, and after speaking with no less than 10 representatives of DirecTV, 8 of whom claimed to have a “managerial” title, I finally came to find out that when my paperwork was processed I was put back in the system as an “existing customer”???? Ok; I used to have DirecTV service, over three years ago and in a different city, at a different address, under a different phone number, and under totally different contractual terms all of which were fully obligated and paid in full and terminated when I left that residence. So since I was “reinstated” by your company as an existing customer all of the discounts that were afforded to me as a new customer were revoked without any knowledge or consent. My package was set not at the level I had signed up for but at my previous, as in three years ago previous, package level which happened to be about $100 a month more than I had signed up for. This debate went on for about 2 weeks before I finally received a phone call from a “Dispute Resolutions Manager” who clearly saw what had been taking place agreed that it was totally wrong, credited my account for all wrong doing and the made sure I was given all the rebates and bonuses I was promised by DirecTV in the first place.
Since that date I have been very dissatisfied with DirecTV as a whole, why would a company so big that has to thrive on customer service and satisfaction so blatantly disrespect and misdirect their customers?
So I called this morning to inquire about making changes to my package as I am really planning on bumping my package down to the lowest level possible for the last 2 months to complete my contractual obligation and terminate my service with DirecTV. I was then informed that I am under contract with you guys until Feb. of 2011! I was absolutely confused and told by April employee number 100421021 that this was told to me by someone, she had no idea who, and that I never signed anything but I verbally agreed!? Do you guys encourage your employees to lie? To mislead? This is known as fraud in the consumer world. I was then passed onto a manage by my request, the next person on the phone identified herself as a manager but refused to give her name or employee number, once again, if there isn’t anything strange going on why do your employee’s refuse to identify themselves to customers? She then notified me that yes, I originally signed a 1 year agreement and that agreement was then extended another year when I added a new box in mid November.
A brief history on this HR21-100 that is now causing problems. Like I mentioned previously I am a contractor I sell and install very high end home automation systems most of which I recommend DirecTV as the service of choice, and only cause of picture quality, the customer service at this company is some of the worst I have ever experienced. I purchased this box along with 25 other HR21-100’s from Amerisat in San Diego, CA an authorized retailer, distributor and installation company for ATT, DirecTV, and Dish Network. These boxes were all purchased out right, not leased! When I installed 1 of these 25 boxes at my personal residence and called in November to have it activated, your company has somehow automatically assumed possession of this box and I have now been told that I am leasing this box from your company! Please, please explain how this works~! And because I “leased” a box from you, which is not the case at all I own this box, it is mine, my contract unbeknownst to me was automatically extended 1 year without any knowledge of my own and without my consent, once again fraud and misrepresentation. Had I been notified that by adding a box to my system that I would have to endure another year with this company I would have never done it and would happily remove said box if that was the case.
At this point the representative I was speaking with was clearly outside of their comfort/ knowledge realm and I asked that they transfer me to their supervisor. Once again I was greeted by someone who was happy to identify herself as a “customer service resolution supervisor” but once again she refused to provide her name or employee number and insisted several times that the topics at hand were solely about me and my account and she needn’t be associated with the current dispute, she advised me that if I had an issue that she would not listen to me and that all disputes need to be submitted in writing and may take up to 2 months before anyone even acknowledges my dispute! Please tell me this is not true. Why in the world would an employee have the title just mentioned only to refuse to do anything. Well I asked her that same question and was hung up on! No yelling, no cussing, no abusive language, just me asking with pleases, thank you, yes ma’am, and no ma’am and I was hung up on! I really hope that whomever I ended my phone call with it is notified in my account notes, because hanging up on a customer who is speaking very respectfully very calmly, and very professionally, and this should be very easy to hear because all of your phone calls are recorded, this person should be met with staunch discipline as this is a direct reflection upon DirecTV and all of its employees!
So now Sirs/Madams I am requesting your immediate attention to this matter. I will be posting this email and any responses directly on my website, and on no less than 10 consumer websites so that all may see how DirecTV handles its customers. My goal until this is dispute is resolved is to spread the word to as many people as possible, which will be in the thousands I assure you, to make sure that consumers are aware of the horrible business practices, unbelievably disrespectful customer service and mismanagement of your company and its customers. I also assure you that any positive response out of this will be met with equally positive distribution of information.
If this email and dispute is outside your allowed level of conflict resolution please see to it that this email is passed on to those who have the proper authority.
Your immediate attention to this matter is greatly appreciated.
My Compnay is:
CE Pro top 100
CEDIA Certified Designer and installer
CEDIA Board Member