DirecTV Inc Complaint - DO NOT USE DIRECTV - ALL PARTS OF SERVICE
The following is the last 3 years of DirecTV service form me.
It all began with the install. The installation was to be between 12 and 17:00. By 17:30 still no install. And I was told that they had called numerous times to tell me they would be late. However I never received a call. (Turns out they had the wrong number.) Around 18:30 I was told that the install team was running too far behind and would not be there today. Reluctantly they informed me that I was due $100 because of a "on-time guarantee." At 21:00 the doorbell rang. And an installer was there to begin my installation. The installation was finally completed by 23:30 and 3 installers later. The installers left, and were obviously tired. Before they left the HD channels wouldn't tune in and they told me that it would be about 10 minutes. 30 minutes later still no HD. SO I start what would be my fist of MANY calls to DTV. During this fist call they tried to tell me that I was no longer eligible for the $100 "on-time guarantee" because I had let them do the install. I had to argue that 6 hours past the scheduled time does constitute not being "on-time" then they tried to guilt me out of it telling me that it comes straight from the installers paycheck. I still went through with the claim.
I spent the next year on the phone with DTV with various problems with equipment and signal.
The next major chapter began 2 years ago. I was told by a coworker that DTV was offering a free upgrade for year long customers. Either a $100 HDDVR or a free standard to HD receiver upgrade. I called DTV to ask if this was true. The CSR told me yes I was eligible and I informed her that I would like the standard to HD upgrade. A week or so later a refurbished HD receiver showed up. Half the the HD channels wouldn't come in and I was right back on the phone to DTV. I was told that the receiver was missing a piece that would have to get sent to me. And I asked why it was an old refurbished model? I was told that not everyone gets a new box. I accepted that and the call ended. A couple days later the connector showed up and all the HD channels came in.
However a month or so prior to my contract expiring I got a AT&T Uverse ad in the mail. It would allow me to keep my same programing level and save $50 A MONTH! I called DTV to see if they would be willing to match pricing. They told me that the only thing I can do is to drop my programing level to save money. We went around and around on this issue before I finally said "forget it, ill switch next month when my contract expires." They informed me that my contract had been extended a year when I got my new equipment. I asked when did I sign a contract extension? I was told that the CSR would have told me about it when they called me with the offer. (CALLED ME!) I informed them that I actually called DTV to inquire about the offer they never called me. They then said "well the installer should have also told you about the extension." I informed them that I didn't have an installer that hooking up the DTV line and a HDMI cable and plugging it in was fairly easy for me. I repeatedly asked to have the extension I signed sent to me. And over and over I was told they didn't have it. Finally I was told by a very frustrated CSR "I found it and its in the mail." A week or so later I got a "Terms and Conditions" pamphlet in the mail. And funny, it said nothing about extensions for equipment upgrades.
A year goes by, a breeze here a rain or snow storm there and "Searching for satellite" message is my new show of choice. I get to go to the store to by new bolts because the dish is coming off my roof and if DTV comes out its a costly service charge. So I do it myself in a rainstorm for $7.
And brings me to today. My wife keeps asking, "Why is the DTV bill so high? Why is the DTV bill so high?" And we get Dish Network ad sating that I could save $70 a month. I call DTV and get a useless CSR who tells me that there are currently no specials that that can give me. I inform them that this is the reason I have told 5 different people to not use this company and have given up $500 on their "referral program" because I would hate to see friends of mine go through what I have. I'm then told "hold on a minute let me see what I can do for you." After about 5 minutes of breathing and keyboard clacking I ask for a supervisor. I'm told OK there are 2 calls in front of mine. 5 minutes later the CSR says "there are now 3 calls before you" So in 5 minutes I somehow lost ground. 6 minutes later the CSR tells me the supervisor told her that I could have $10 a month off my bill. I inform her that this is insulting wish her a nice day and hang up.
I can't wait to get rid of this company. The worst I have ever dealt with.
DO NOT USE DIRECTV!!!