DirecTV Inc Informative - Don't do business with this company no matter what they say!!!!
After doing my homework I just dodged a bullet by cancelling my order with DirecTV. Like many I had seen an advertisement for what seemed to be a very cost effective alternative to my current cable TV/Broadband/Vonage solution by switching to DirecTV and DSL. I never became a customer and experienced such bad customer service I spent nearly 8 hours on the phone over the last week before finally cancelling. Thankfully I had specified I was interested in bundled TV/Internet/Phone service ONLY or they would have held me to the contract. But since I never chose a DSL provider/package there was not a complete contract to be bound to.
I write as a testament in support of the many complaints I have read on this, and MANY other sites, including the stories about the class action lawsuits against DirecTV for deceptive billing practices. Initially I called and the package sounded to good to be true, for $49/month I was going to get two HD-DVR's and two HD converters with no installation fees and while tying into a two year contract it included unlimited moves with no penalty. Thankfully when I was transferred to the "Bundled Services" department and then to the third party provider for the DSL things went bad from the start. After repeating the same information to each of the 25+ people I talked to (phone, address, name, email, order#, and on, and on) the people at the DSL company couldn't get their offerings straight. 4 sales agents on the first call, each had a different set of offerings, dependent on a different set of packages chosen from DirecTV, with different prices, different activation fees, and different bandwidths. One even said they didn't provide service in my area.
I live in a townhouse and my neighbor (as I found out last night) is their customer, a very unhappy one at that. That led me to being bounced between Verizon (the DSL partner) DirecTV, and BlueAngel on each of my 6 calls trying to get a straight answer on the price/fee/bandwidth/feature/cost combinations. First, the DirecTV salespeople talk in hyperspeach talking about autorebates that once you register result in things costing nothing. Red flag one, there is no free lunch, just like with new cell contracts, you're paying for the phone in there somewhere. So that made me start to distrust DirecTV on top of never getting a definitive answer as to what my choices were for DSL bandwidth/phone features/costs (setup/monthly) after the 6 calls. I spent the last few nights talking to our neighbors as I saw many that I knew had DirecTV dishes on their decks. After talking with them and hearing all the horror stories I finally decided to do a comparison of what I was saving to what I was risking. As it turns out, even if the best deal they offered where legit, I would only have been saving $5.00/month! That and losing substantial bandwidth in switching from cable broadband to 3MB/728 DSL! Worst case scenario I was still losing all the bandwidth and actually paying $30/month more! Made the decision easy, cancel the order.
You would think that would be easy... right. Ironically I started the call, pressed 1 for English, and got a Spanish speaking agent. Bad sign 2 was that the first line of phone menu options included cancelling your order as the first option. I got a CS agent on the phone and they simply wouldn't cancel the order, they were a broken record, continually going back to "what can we do to salvage this premium deal you are getting". I finally asked for the supervisor, and their supervisor, who took me through the same routine promising they would walk through every issue until we got the "misunderstanding" straightened out. After 45 minutes of this I blew a gasket and simply said cancel the order, cancel the order, cancel the order... I don't care if you pay me to use your service I still want you to cancel the order. Childish, but fight fire with fire, and after about 5 minutes of this stupidity they finally gave in and said they would cancel the order. Then she went into some rambling about not being able to cancel a contract because... and I cut her off saying they had no contract because I never setup an order with Verizon or Blue Angel so they couldn't fulfil their contract to provide me TV/Internet/Phone. On hold for 10 more minutes and the order was finally cancelled.
I share this only for anyone researching using this service. DON'T DO IT!!!!!!!!!!!!
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