DirecTV Review

BELLA VISTA, ARKANSAS -- Had an enormous event planned around Sunday Night Football. DirecTV had an outage all afternoon and currently now at 10:00 PM still no Sunday Night Football. Called DirecTV customer service and spoke to "Steven". He first tried to lie and say the outage was local and there was nothing he could do. Then I suggested they turn on the East coast or West coast feed just for the evening so I could watch the game. Then Steven lied again and said "Sunday Night Football was out all over the country including New York and Los Angeles."

When I advised him I text a friend in New York and my father in law in L.A. and they told me there were no problems with Sunday Night Football he began to backtrack and said there wasn't anything he could do because I was yelling which is incorrect.

I was upset but not yelling. Regardless I was not happy that he lied and accused me of making "unreasonable demands" and when I asked him to connect me to a supervisor he said there was no need because they would say the same thing as he was and I had to INSIST 5 TIMES before he finally reluctantly connected me to his "supervisor" Kwon who was just as un-sympathetic and apathetic as Steven and said "he didn't know why I was so upset over this and that he doesn't let things like this bother him".

I advised him I was a 13 year customer and had paid 200.00 month or nearly 30,000.00 over the last 13 years and could not believe I had called in with a complaint and instead of trying to console me and offer some sort of solution I was accused of yelling, making unreasonable demands, lied to, told I was over reacting, and that I shouldn't let things like this make me upset. And these were customer service representatives?

I pay 200.00 to watch what I want when I want. I understand there may have been a technical issue they could not resolve but why they could not turn on another active NBC feed such as New York or Los Angeles just for the evening is beyond me. Especially since I have a waiver on file with DirecTV allowing access to outside markets.

Regardless whether they could or not they could have shown some sympathy and empathy to my scenario. Instead they basically blew me off, lied to me numerous times, accused me of over-reacting, accused me of making unreasonable demands, and told me I shouldn't let things like this upset me.

This is one of many pathetic run ins with DirecTV customer service and is the final straw. If you are with Directv cancel now. If you are not do not ever make the mistake of signing up with this arrogant, unsympathetic, poor customer service, overpriced, company DIRECTV!

CRAWFORDSVILLE, INDIANA -- #1 We have never once received a bill from DirecTV. They took it upon themselves to withdraw the bill money out of our account at our bank. Which is empty until payday. We live check to check so we are on a fixed budget.. Anyway. They took the payment out which is 40.00$ Well. Them putting our account in the negatives we then owe the bank 100.00$ Overdraft fee. So since we have been using DirecTV we have been paying 140.00$ a month for their service. That is killing us. By the time we pay that and other bills we are left with absolutely nothing to live on. Which is BS. We should be able to receive a bill and pay ourselves.

#2 NFL Sunday ticket. When I set up service I made it perfectly clear I want all sports channels and NFL Sunday ticket.. We had it for one weekend and nothing after. I contacted customer service and they claimed I never ordered it but I can add it for six payments of thirty dollars. We shouldn't have to do that, it was supposed to be free when you go with DirecTV instead of others. So we feel we are getting completely ripped off.

On top of that we upgrade to get on demand. Well we tried to watch it and realized it didn't work. So I called them again. They said "oh ma'am, you have to get our internet for it to work." They doped us. Their service is awful.

I had Xfinity cable for years but finally decided to make the switch to DirecTV when I saw their continuous ads for the NFL Sunday Ticket. We signed up in June and were promised the NFL Sunday Ticket with our service and again were reassured by our installation representative that we had the channels.

Then on football Sunday I was all excited to try out my new service that I have heard so much about and none of the channels work. Called their customer service line, which was the most infuriating experience of my life. I was transferred to a total of 11 representatives and the call ended with myself in tears. No one could help me, the first 8 people had no idea why I didn't have the NFL Sunday ticket and then the last 2 explained how it was all my fault that I had signed up for the wrong package.

When I explained to them that I told the representative from their company that I wanted the NFL ticket they did not care nor did they listen. I was told the only options would be to cancel my service and pay $400 or pay for $200+ for the NFL service that I was promised in the first place. Was planning on referring my friends to get the referral promotion but would never ever want anyone to go through this awful experience.

SANTA FE, NEW MEXICO -- I cancelled my NFL ticket because your advertising is a slam in the face for females you have NO regard for the women out here that love football and after all my years of service with you I am done. I will never order your NFL package again and I'm sure you really don't care.

Your ads are so over the top with men I can't even stand to watch them I think you should get rid of your advertising company because your ads are just awful far from funny. I cannot even stand to watch them if I didn't like football so much your ads would make me want to never watch football AFTER ALL AS YOUR ADS SAY IF YOUR "NOT" A MAN then you might as well go garage sale shopping... Does this mean that you don't want "US" women watching your men's football? Sure sounds like it! "MISS" **.

SAN FRANCISCO, CALIFORNIA -- I've been on HOLD for over 20 minutes trying to cancel Showtime and NFL ticket. I called the 800 number only to be transferred to the Premium Department. I was on hold for 20 minutes. UGH! Finally... got to a woman who's actually pretty nice.

The NFL spends 1 BILLION dollars a year on the NFL Sunday Ticket. You think they can give that to every single customer for free you are retarded. When you signed up as a new customer you get plenty of deals that existing customers don't get, including up to half price of regular programming. It is absolutely ignorant to think that DirecTV can give every customer NFL Sunday Ticket for free. You pay anywhere near 1 billion dollars a year for service? No? Then learn how capitalism works.

We went from Dish to DirecTV. The week after I called to sign up, they advertised Free Sunday Ticket to new subscribers. I called and they said that we could get it. 2 weeks later, didn't get it, so I called back. They said we couldn't have it, that we signed up a week early. My husband called back and asked again, and was told that we could get it, and then when we didn't hear anything, also, called back to ask about it, and was told no, we couldn't have it, so he asked to speak to a supervisor, and was hung up on by customer service.

We got our bill and it said that we were subscribed, but when I tried to get the channel, it said that we couldn't view it. I called them and they said that my husband had cancelled it so they gave us a credit, but the credit wasn't for the full amount. When I told her that my husband didn't sign up to pay for it she was rude again and said that we couldn't get it and cancel it. They need to hire better customer service. People who can talk without talking in circles. Will cancel our service at the first opportunity.

As most have seen the advertising, DirectTV is giving away the NFL package this year to new subscribers as incentive to switch. To those who don't know, the current subscription rate is $384 for the season and repeat buyers get an automatic discount down to $324. Needless to say, this is alienating for long term Direct TV customers to pay such a premium when it is being given away to others. Also of no surprise, they no doubt are having issues over this with angry repeat buyers, such as myself.

If you already are a Direct TV customer, call them and ask what's being done for current subscribers. The appear to have small concessions immediately ready to be offered, but if you push, they are deeper discounts available. It sounds like it may vary what they'll give based on circumstances, but I am month to month, with over 15 years as a customer, and all with the NFL Sunday ticket bought each season. That combo got me almost half off this year.

I had it on my to do list to call and glad I finally made time just to see where their heads were. I would recommend calling to anyone who wants the package this year that is a current customer, especially a seasoned one with no contracts left. Do it before the season starts or you lose the right to cancel the package with a full refund, which is the alternative they probably want to avoid.

I have DirecTV HD, and I also was blacked out, I called DirecTV and asked why I lost reception of the game, but I already knew the answer, it's because of COX Cable, and some kind of rights infringement. Cox cable for the last few years have been airing the Saints preseason games on COX Sports, being that we have DirecTV, we cannot view the game. Now that being said, the NFL channel is a DirecTV channel, at one time could only be viewed on DirecTV. When the NFL channel started airing the NFL during regular season, COX subscribers could not view the game, and the ratings was low for the NFL broadcast.

Therefore there was an outcry by COX customers and the NFL to where DirecTV allowed COX to broadcast the NFL channel so that now COX customers can view all the preseason, and the regular season, and I really & truly feel this was the right thing for DirecTV to do, because no one should be deprived of any NFL game. Now, because I have DirecTV, I was blacked out because COX has the rights for preseason football, but Cox cable subscribers were able to view the game on COX sports, and the NFL channel, and DirecTV customers was not able to view a channel, that we pay for with our service, that was our channel to begin with. What is wrong here?

Now you know what the DirecTV's answer was last night when I called to complain, and I didn't give them any slack, I demanded something free for them punishing me, after being on the phone for at least 45 minutes, while this person I was speaking to kept putting me on hold and coming back, they offered me $5.00 off my bill for 6 months.

What is wrong with these people? As much as I pay per month for this service, all they can do is deduct $5.00 dollars a month! I told the person I wanted 4 free movies for the pain and suffering they imposed on us. That made me so mad I told them to keep the $5.00, and I was getting COX on Monday. Then I hung up.

Email correspondence with DirecTV representatives. CUSTOMER AFTER SPEAKING WITH TWO DIRECTV REPRESENTATIVES ON THE PHONE: As an existing customer I would like to be treated as good as your new customers. When you offer them a service for free that I'm interested in using and using that product would probably persuade me to buy it in the future and giving me the "Free" deal even though I'm not a new customer would create more of a brand loyalty and possibly make me a DirecTV customer for life and tell others how great of a product it is.

Instead you tell me I have to pay full price or the best you can do is give me $20 off. Once my contract is up I will be dropping DirecTV and I will be telling all my friends & family and Facebook Friends and acquaintances...that once DirecTV signs you up... they stop taking care of you. Take care of your customers... and they will continue to be your customers. I like DirecTV but this will be a deal breaker.

REPRESENTATIVE RESPONSE: Thanks for writing. I completely understand your inquiry on the offers available for the NFL SUNDAY TICKET for new customers and for you as well. I appreciate being given the chance to respond to your concern and would be glad to provide you with the information that you need.

The prices that you see in our advertising tools are for customers who would like to get DIRECTV for the first time. We invest deeply to get new customers to try DIRECTV services. Sometimes we must dig deep to give them different pricing to entice them to try DIRECTV. We are confident that we offer the best possible pricing and quality programming so that once people come to DIRECTV they will stay with us for many years after that, but sometimes we must offer competitive pricing to get customers to try our services.

I understand that this looks a little unfair especially for you who have been with us for quite some time. As a customer you are entitled to certain benefits other customers would not have available to them. On the other hand, please be informed that our best programming offers are usually online. By registering at http://directv.com/ and signing up for email alerts, you'll also find out about any special deals as they become available. Just go to http://directv.com/register to sign up. If you still are not satisfied, we need to speak with you to help you get the programming you're looking for at the best possible price. Please call us at 800-531-5000 so we can assist you.

Your feedback about getting the NFL SUNDAY TICKET for free is of great value to DIRECTV and the services we offer. As such, I have forwarded your comments to management for review; please rest assured your voice is being heard and many of the changes we make are a direct result of the comments and suggestions we receive from our customers. Thanks again for writing, **. I appreciate the opportunity to personally address your concerns regarding the NFL SUNDAY TICKET.

CUSTOMER RESPONSE: I understand your point, but as a company you should realize giving deals like NFL Ticket for free to new customers and not giving current customers the same deal if they ask for it is going to alienate your current customers. Would you not accomplish the same goal by allowing current customers to try NFL Ticket for free for a year? Isn't retaining customers as important as getting new customers? I am still not satisfied with answer I received. I will be satisfied and continue being a customer and even purchase NFL Ticket next year if I receive it for free this year.

However, if I don't receive NFL Ticket for free this year when my contract hits the 12 month mark and our current rebates expire I will cancel my DirecTV account. I'll have spent $468.60 total on my monthly bills and the cancellation fee will be ($480 - 20 x 12) $240. Totaling = $708.60. At that point my monthly payment will be come $70.05 x 12 months = $840.60 plus purchasing NFL Ticket next year $334.95 = $1,175.55 you will not be receiving from me.

Add in the potential that when my two year contract is up I sign another two year contract and it continues to add up. Once again, I'm not being unreasonable...you are giving it away for free to new customers... let me try it for free this year and I will continue to subscribe to your service.

REPRESENTATIVE RESPONSE: Thanks for writing us back. I'm very sorry to hear of your dissatisfaction with the previous response. I totally understand how you feel about the Free NFL SUNDAY TICKET offer to new customers and I know it is pretty upsetting that it is not being extended to existing loyal customers. I just wanted to let you know that I have forwarded your email for special handling. We respect your time and want to assure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 24 hours. Thanks again for writing, **. We appreciate your patience while we work to resolve this issue for you.

REPRESENTATIVE RESPONSE: Thank you for writing back in to us. I can understand your feelings regarding the NFL promotional offer for the current customers subscribing to our services. We certainly do not wish for you to think about leaving and would like to see what we can do for you. Please know that we do have offers that we are unable to apply through email. Please know that I have noted this situation on your account. please call us back at (800) 531-5000 so we can review our options. Once again, thank you for taking the time to write to us.

CUSTOMER RESPONSE AFTER CALLING AND DEALING WITH 3 REPRESENTATIVES: I called tonight and had to speak to 3 people. The first two didn't even know about my original complaint or emails and told me I had to pay full-price if I wanted NFL Ticket. The third person said that new customers are getting NFL Ticket for free but are having to pay $250 a month... which if DirectTV's website is correct about the package prices with NFL ticket included... YOUR representative flat-out lied...and if that is the truth your promotion is mis-leading... either way you're not living up to your customer promise: Excellence is more than a goal. It's a promise. I will be canceling my subscription.

REPRESENTATIVE RESPONSE: Thank you for writing back and allowing us another opportunity to provide you with great customer service. I tried to call you several times today, most recently at around 9:30 A.M. to assist you. I am sorry I was unable to reach you as I would have enjoyed talking with you personally however each time I called I received a busy signal.

As previously stated, while we are unable to offer you the new customer promotion that would allow for the NFL SUNDAY TICKET free, we are able to offer an incredible discount for our most valued and long term customers, however we are unable to offer any promotion via email. If you are interested in further information, please respond to this email, please be sure to include the original email, with a phone number and a good time to reach you, and we will then ask a specialist to contact you in the next 24-48 hours.

FINAL CUSTOMER RESPONSE: I can be reached at ** after 6:30pm on weeknights. However, since you are giving away NFL Ticket for free to new customers but not current customers the most I'd be willing to spend is $10/month. So, if your incredible discount is more than $10/month don't bother contacting me. Once again, I was planning on purchasing NFL Ticket this year but then you started promoting the fact that you're giving it away for free to new customers. There is no way I'm going to pay even close to your $69.99/month when you are giving it away for free.

I also don't appreciate that your last response leads off with you claiming that you have great customer service when my previous emails and phone calls clearly show that I have not been satisfied with your customer service in the least... but I guess if you consider having to explain myself over and over again to multiple representatives as my frustration continues to build and build is excellent customer service... it just adds another reason for me to drop your service.