Menu
DirecTV

DirecTV review: directv sucks 820

B
Author of the review
9:19 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I had DirecTv at my last rental property. I had the service from June 2007 till I put the account on hold for 6 months, in October of 2009, with a $68 credit on my account. Even tho I spent big $$$$ on the 3 boxes I had at the house, one a DVR, I was told I had to send them all back or get charged for them upon cancelation. (thought I was already charged for them?) So March I called to cancel the account (making constant reminders so I wouldnt forget, cause they didnt call)

So I was on Vacation at the time and didnt get home for a couple of weeks. Called and asked if that was ok to wait to send the boxes and it was, according to the lady I talked to. They sent me return boxes, and when I got home, there was only a return box for one box. So I called. They said now I only owed one box, the DVR. (yay, small victory) So I sent the box when I got home.

In the meantime they charged me for a month of service at a house that I dont live at anymore. They also charged me $175 for the box I "never" returned. With FedEx tracking number in tow, I called, they finially reversed the fee for the extra month, and said that eventually the charge for the box would get removed. HA.

So then, I think because I had that pesky little credit on my account, they charged me $60 for an early cancelation fee. But I have had my account for 2+years you say?, even over and above the 6 month suspension? But that loyalty does not count. Cause in June 2008 I purchased another box and paid for another room and I canceled the account in October 2009, 2 months shy of the December contract which aparently got renewed with the new box. Now they NEVER told me I had a new contract, cause I had planned my move out date accordinly not to have these charges, with any of my uitilities. So after 3 years with DirecTv, they still wouldnt help me out.

"Well it is now our policy to inform our customers of that." said the lady.
"Well what about people who you did not tell?" Says I
"Well we should have told you." says the lady.
"Huh? So you should have?" says I.
"Yes Mamn." Says she.
"but you didnt?" Says me.
"No Mamn."
"So I still have to pay the fee.
"Yes mamn."

"Best in Customer Satisfaction" my rear end! So you pay if you do and you pay if you dont. Please look elsewhere for TV service. I know that DTV has all the good chanels, but you pay dearly. THey have sooooooo many fees, it is rediculous. Better yet, buy some books! Or some movies! Or a good internet connection so you dont need those greedy ### at all!

Update by Becky hates DirecTv
Mar 31, 2010 9:20 am EDT

PS: I was paying $120 a month for service. Which was not the best, if a bird flew buy or hevens to betsy it rained, NO service!

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

More DirecTV reviews & complaints

820 comments
M
M
Moosestafa
, US
Nov 28, 2018 12:03 pm EST
Verified customer This comment was posted by a verified customer. Learn more

DirecTV (DTV) is trying to rip me off. It started a few months ago. My credit card changed and I forgot to tell DTV. When I found out, I immediately called in the payment. The next week, DTV sicked a debt collector on me. I called DTV and they said I stilled owed more money. I did not think it was right but I paid it.
The debt collector continued harassing me. I sent them a screen shot of DTV's web site showing that I owed $0. They went away for a week then started back. They claimed that ATT-Uverse (DTV's parent) claimed I still owed more. I sent another month's statement showing that I owed nothing. No change.
I finally complained to Consumer Fraud Protection Bureau. The debt collect went away.
Next month we had trouble with our equipment so we called DTV. They offered a 'FREE' upgrade to the new genie system since we had bee loyal customers since 2001 and we also had the protection plan. The guy came out and installed the new system.
At the end of the month I looked at the new bill >$1000 (~$900 for the upgrade). Called DTV and they very humbly apologized and agreed that this was a mistake and an 'escalation' would be filed and it would be cleared up shortly. Five days later, I checked and no change so I called again. The girl said that she could see the escalation (#7543487842R2) but it takes seven to ten days to resolve. On the eleventh day, I called again. This time the girl said she could see the escalation but wanted to know if I was ready to pay.
After the fifteenth day I called to cancel. This time the girl said the escalation was approved and I would see the new bill in three days. I canceled. She said that they were sorry to lose me and they would not charge for breaking the contract early (new escalation # 1-238263516392r2). I asked how to return the equipment. She said an email would be sent in three days with instructions. After three days I looked on the web for how to return the equipment. I found lots of complaints about DTV claiming the equipment was not returned (even though some had tracking #'s to prove otherwise).
I fully expect a (final) bill for $1500 - $2000 or more). Even if I pay it (which I won't), they would only turn around and set their dogs on me again for the same bill.
Even my neighbor has complaints about false practices from DTV. My son said that he experienced similar issues with AT&T Comcast.
AT&T bites

T
T
Tim Lucas
, US
Feb 07, 2017 6:20 pm EST

In July 2016 direct tv agreed to keep my bill at a certain amount but let a few months go by and they are back to jacking the bill up the amounts never the same. So, today we will quit the liars a few months early and pay the termination fee. Their paid liars and billing never on the same page. Will get rid of AT&T if they start their mega bite bs.

P
P
Paul Jac
Windsor, US
Jun 03, 2016 8:24 am EDT
Verified customer This comment was posted by a verified customer. Learn more

As a long time customer of Direct TV I asked for a little help on setting up my dish in FL. All I got was the run around about because my account was in CT they could not put in a call for a tech to come to my condo in FL because the computer could not do that. If I told them I was going to move they would set it up run new cable all at no charge. If I was going to be a new customer they would give me everything free. I wanted to use my DVR so I wired my 5th wheel (which does not move) for a dish which I have with three LBNs the cable fellow in the park had trouble setting up the dish which is a little harder then a dish with one LBN.
I don't believe for one minute that a call could not be put in the system all it has to have is someone that knows how. Over ten years as a customer and I can't get a simple dish set up.
Next call is to President & CEO Chase Carey.

F
F
Frann Brothers
, US
Jan 01, 2016 5:53 pm EST

I do not watch TV often...everytime I tune on my TV it takes 1/2 hour in their automatic phone mess to get it going again. Contract will be up on 10/2016~! can't wait to lose these fools.

J
J
Judd Kessler
, US
Dec 01, 2015 10:53 am EST

I switched from Dish. They promised $200 card would arrive in 6-8 weeks. It's been 3 months, no card. Called, they had no record. SCAM!

S
S
Shurine
, US
Apr 30, 2010 9:45 pm EDT

After having NFL the first year I enjoyed it. Next year they billed me for NFL without mailing invoice or giving me any heads up that I got it agiain. I had searched for it on my Guide button but I had no 700 channels showing no NFL, only when I called and complained that it was revealed that you press 702 on your remote, so I loss first months viewing, only because they did not notify me that they had changed to a secret way of viewing the NFL. Not only that when it was revealed I asked to speak to her supervisor she hung up on me. I do not like how they tap into your credit account and abuse and extract money out of your account without invoice. When I asked for invoice they said they had the wrong address.

C
C
ChunkyJR
, US
Sep 19, 2011 7:01 pm EDT

I have been a subscriber to directv for 15+ years. I open my account when the company was PrimeStar. I recently had some finanical problems...and my service was dis-connected...I call directv to tell them I didn't want to close my account I just was unable to pay at the moment, because I had other bills I need to catch-up ...The next thing I know I was sent a box to return my equipment and my debt card was charged $1008.52 without my promission on 9/16/11. I have overdraft charges on my account and was unable to pay my mortage and bills and all the billing supervisor could say to me after 15+ years...I will not get my money back for early consolation on my account, but I never cancelled my account...just needed some time to pay more important bill and then re-open my account with directv.

R
R
Rakeisha Respress
Butler, US
Mar 23, 2013 8:37 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I'm disputing two charges that was made on my card account. I let someone use my card to get directv service because they did'nt have a card account. They got their service disconnected so their early termination fee has been coming off of my card account. I really do need my money back and my card account taken off of Danny Myles account because that is not my account and I can't keep having my money taken off of my account to pay someone else's bill. So I ask for this issue to be resolved please as soon as possible.

S
S
Sheila Hall
,
Dec 01, 2008 11:24 am EST

DirecTV debited my account for $1019.82 and can give me no explanation as to why! I had service with them for around 5 years, when in 2005 they kept sending me notices that offered new additional services to new customers for free. I called them to ask how I could get the new services offered and they informed me I would not be eligible for these services as they were only available to new clients. I then switched my service to Dish Network, who offered the same services.

So now on Nov 24, 2008, they debit my bank account for $1019.82. I have no outstanding bill with them, as each of the ten customer service reps I have spoken with have informed me. They cannot tell me why this large amount was drafted from my bank account. Also, all they had to do to correct the problem was send a letter on their letterhead to my bank stating I did not owe this amount and to release the hold they have on my funds, but each person I spoke with refused to help me. I had to file fraud charges with my bank.

DirecTV is a terrible company who does not participate in fair business practices! I will never do business with them again and, as I told them on the phone, I will make it my life's ambition to slander their name!

D
D
Don't be a DirecTV Sucker
peoria, US
Oct 13, 2011 11:14 pm EDT

OMG these people are horrible.

They offered free everything, hd dvr, three hd tuners, etc.. then, at checkout they changed it all, charged $300 for the equipment, and then a $300 deposit.

Then, the install was scheduled for 8-12.. well, at 3pm and 5 calls later I canceled the service.

They offered me $50 credit for my lost day of work.

Do yourself a favor; never do business with them, or take up drinking and get a huge jar of vaseline.

View 0 more photos
X
X
Xie
San Jose, US
Dec 16, 2012 4:06 pm EST

Be careful when directv asks your credit card #.
I have called directv to inquiry bundle service package to compare similar package from other suppliers before I decide which supplier I will choose. Directv sales rep told me in order to send me information about the directv package, I should provide credit card # and put down $1. I did. Then, the rep asked me to set installation date. I was alarmed by his words. I asked him that I have not ordered anything yet, why should I set up an installation date. Then, he told me that giving credit card number to him means I agreed to order directv service. So, you can see the dishonest sale practice already.
Then, I told the rep that please do not send me info package through email, just simply stop everything between directv and me. But, the rep said that sorry, he can not stop this process. I have to call customer services dept to cancel my order. Otherwise, directv will charge me $20/month for early termination fee. You see I did not order anything, directv set the order for me. This is cheating. So, no mater you like directv or not, just be careful to be hooked up without your acknowledgement.
Then, I have talked two level of managers up. They basically said the same thing that I have given them my credit card #, if I do not choose installation date, they will set an installation date for me. This is rubbery.
Later, I do received directv email which mentioned that I ordered service on 12/15/2012 and installation date is 1/8/2013. This is absolutely as ridiculous as that 'I am going to steal your money as long as you do not call somebody to stop me.'
To stop the rubbery, I called directv customer services to cancel the order directv set me up. The rep ask me why. My answer is directv sale dept is dishonest and told her above story. Then, she said this is standard directv process system. See, be careful on directv. Then, she try to sale the same package to me. I bluntly rejected her and told her directv practice is wrong. What she just said is shameless.
In case of that you do want to switch to directv from others, go online of directv web site, read carefully on all words of packages, make decision by yourself. So, you will not fall in the trap set by directv sale dept.

A
A
athomason
Hinesville, US
Sep 24, 2010 10:56 pm EDT

For the lase two or three billing statment I have not receive one. Since the times that i haven't receive one i done had my serive interrupt twice. The last time it was interrupt i was ask to pay the amont that i pad to restore my service.Now the time have came around again and i have not receive a bill. Now my serive once again interrupt, i call customers service about it they told me i had to pay the full amont before they can restore my serive. Now keep in mind i never receive a bill, i ask them about that and they told me that they stop mailing me a bill and start e-mailing my bill. I never told them two e-mail me my bill, i don't check my e-mail for bill. So i told them that i could pay the pass due bill but not the full amont since i didn't get a bill. They didn't mail me a bill but they expect for me to n0 what and when to pay.

M
M
MO customer
, US
Apr 29, 2011 3:05 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been a customer of DirecTV for many years and have an HD DVR and two additional receivers, and pay in excess of $80.00/month for services and equipment. The HD DVR quit last week, something that happens at least once a year. When the service rep said I needed a new receiver, this time he added that, in order to get the new receiver, I would have to agree to a new two-year service agreement. Since we expect to have to move somewhere in the next 3-6 months, I declined a new service agreement, and am returning the old HD DVR as well as the new one (which was not installed or activated). I am very angry and frustrated that DirecTV has so little regard for its long-time loyal customers that it would do this. As soon as we find out whether we really have to move or not, I will be switching to something else - cable if we move where it is available, and definitely DISH if we find out we can stay where we are. No doubt they will try something else underhanded when we tell them to come and get all their equipment.

M
M
mfries
Hilliard, US
Oct 14, 2012 4:09 pm EDT

i lost my job and now have no income, called in to see if I could lower my bill to find out that a movie channel that i know for sure I had called in months earlier to request cancellation was still on my bill, they said there was no notes of it on my case so no refund could be given. Just because it was not noted by the agent i spoke to at the time, does not mean this is my darn fault. I had one choice- put my account on hold. I asked about cancelling my account since the reception is horrible every time a gust of wind goes by my house, and they sent out a tech yesterday and that it was fine now. If I wanted to cancel it would be basicly 17 more months of bill costs to cancel, just under $400. I will never recommend this company, and filed a company on the directv website and the BBB website.

L
L
Louise Flanagan
Hancock, US
Aug 18, 2010 8:55 am EDT

We canceled our service to DIRECTV on June 17, and returned the boxes to them. They receivd the boxes on July 6 a 12:55 p.m. delivered by Fed Ex. They have charged us $237.60 for the boxes on our Master Card. We would like that charge removed.
Account # [protected]

M
M
Mary Gay
,
Jan 14, 2008 12:00 am EST

Several things happened with the customer service from DirecTV, but my main frustration was when we returned our HD Receiver in DirecTV prepaid FedEx box and then 3 weeks later we received a bill for $498.20 ~ stating that the receive wasn't returned. THANK GOD we kept our FedEx shipping label, other wise when we called them we wouldn't have been able to tell them the tracking number for them to find where we did ship it back... YES! They had NO RECORD of this being shipped back. We had to tell them the tracking number, the day it was received and even the person that signed for it ~ they had none of this info. So when calling them they told us that it would take 10-14 days for us to see a return back on our Amex (our account is set up on auto billing), then my husband told them that 10-14 days isn't good enough, so a supervisor (Leann , badge # 0193729) got on the line and told him that it would take 72 hours and we would have a credit on our account... NOPE ~ here it is a week later no credit. I just got of the phone with Direct and after being on hold for an hour and being transferred to 4 different people, NO RESOLUTION! They told me 10-14 days before I get my $498.20. Basically they have stolen $498.20 from my husband and me and are holding it until they feel like they want to give it back. Now it all makes sense why everyone hates DirecTV...

D
D
david richardson
Winchester, US
May 11, 2011 2:21 am EDT

i thought i was doing the right thing by unplugging the dvr during a thunderstorm. after the storm i plugged the dvr back in and it would not come on. i called customer service and was told they would send another dvr in 2-5 days, but that would cost me the shipping and handling fee (only 19.99). why am i being charged for trying to protect their euipment? I also mentioned that another dvr in the house was not working right and i had to reset it numerous times and the response was "that happens sometimes, call them back when it will not reset. Why, so i can be billed another shipping and handling fee! I have been a loyal customer of directv for 5 years and i am getting tired of the run-around and additional fees. I used to recommend this company but not any longer. I also asked since I was going to be without service for these days would my bill be prorated and I will leave that up to you to guess the answer (NO WAY)

C
C
csnbharathi
novi, US
Jul 09, 2010 11:40 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I joined DirecTV on November of 2009. I was given a offer of lock your price until 2011.

When i called (After 3 months) to cancel the freebies, they told me that the price is valid until november of 2010 not until 2011 as promised. I talked to the supervisor and was told that they can make it until december of 2010 and technically that would make it 2011. I told him that i was promised for a 15 month discount (Until Feb of 2011), but was turned down.

********

The Free HD offer.
I called the Customer service on June and requested them to include me in the Free HD offer. They said i need to signup for the "Autopay", i obliged and I was told that the monthly bill would be 34.99$ per month (After hte 10$ discount).

I get my credit card charged for 44.99$ on the bill date (Not the due date), I thought there might be a mistake in not giving a 10$ credit, called them, put on hold for 20 minutes then was told that i do not qualify for the offer.

I reminded her that I was told that i am eligible and was given the offer during my earlier conversation, I was still denied.

I was told that i could clal them back in November when my discounts expire, i was shocked again, as I have a price lock (supposedly) until 2011.

Bait and Switch policy is what I see here.

M
M
Max
,
Apr 08, 2008 1:34 pm EDT

On 4/7/08, I called DIRECTV to cancel my account and much to my surprise, I was told that I was still under contract. The rep stated that if I canceled my account, a cancellation fee would apply. I was told that my contract was extended for 18 months, starting last December. He stated that I would have to pay $20 for each month of the contract, that was not completed. In my case, that total would be $280.00. My first issue is that last December, I called DIRECTV because one of my standard boxes was malfunctioning (through no fault of my own). The rep stated that it sounded like a manufacturing defect. She said that she would send me a replacement box in the mail. Now, I pay for the Protection Plan for all of my boxes, every month. So if anything went wrong with any of the boxes, I'm entitled to a replacement box, with no cost to me. So THAT coupled with the fact that I wasn't signing up for additional service or boxes for a different room, there was no reason to extend my contract. My second issue was that the rep NEVER informed me that she was extending my contract. Had I known, I would have continued to use the defective box, seeing as how I was considering leaving DIRECTV for Verizon anyway. Under NO circumstances would I have agreed to extend my contract. I was told that I should email DIRECTV to dispute any cancellation fee that I may incur. I sent an email to them, only to get a response saying that when I agreed to have them send me a "replacement" box, I was agreeing to an extended contract. Apparently, ethics have gone down the toilet with DIRECTV if they have to stoop to this level to maintain customers. I am disappointed at their lack of integrity. I will bite the bullet and pay the cancellation fee. For it is a small price to pay for ending my business with such an unethical company such as DIRECTV. I hope Verizon claims ALL of DIRECTV's customers.

S
S
Stephanie Bornak
Los Angeles, US
Aug 07, 2009 12:35 am EDT

I decided to get a directv service after finishing my contract with comcast. I specifically asked if I could close the account at anytime without costing me anything. All the agents I spoke with say that I could cancel it anytime without termination fee.

I HOPE DIRECTV WOULD FALL APART TOGETHER WITH ALL THEIR AGENTS AND PEOPLE! THEY ARE A BUNCH OF LIARS! AND THEY ARE TAKING ADVANTAGE OF THEIR CUSTOMERS! I HOPE THAT THE SAME THING WOULD HAPPEN TO THEM! I HOPE DIRECTV WOULD SOON EXPERIENCE A GREAT BIG KARMA!

DIRECTV IS LIKE A REALLY REALLY BAD NIGHTMAAAAREEEEEE! YOU WOULD ALL GO TO HELL! YOUR GREAT BIG COMPANY! ILLNESS WOULD STRIKE YOU AND YOU WOULD REPENT LIKE THERE' NO TOMMOROW!

We are in recession people! its not time to take advantage of the poor working class. You should be ashamed of yourselves. You even told me that you are all in sync with the same information.

There is no office you could go to and complain, there is no complaint department. Your entire company should be dedicated to complaint! Whoever is the founder of directv should be ashamed of what you are doing!

S
S
setox
Brooklyn, US
Apr 12, 2011 9:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I called up to process an order for 3 new hr24's the HD dvr's they worked with me and offered the receivers for $250. I call back 2 days later to process the order they said they can't do it i spoke with a supervisor and they were able to get me the receivers i wanted at $80 more at my cost. After ordering the receivers i get them delivered and not only they were not the hr24's i asked for but they were refurbished receivers. so i ordered new equipment at a price offered never got the offer previously presented and i now get refurbished receivers i went through 2 supervisors and 6 other reps. They all stated sorry that’s just the luck of the draw and we can't do anything further for your account you can always send the equipment back and kept quoting policy and never once was empathic.

J
J
Jay
Middletown, US
Feb 12, 2010 1:13 pm EST

I signed up for a 1yr package from DirecTV. After the install was completed and the service technician activated the system he gave me a 2yr contract to sign. I made a copy of it after drawing a line through the signature section. I told him that I didn't sign up for this and I asked him to take out the system. He told me not to worry about it. He said that I didn’t have to sign anything and then he quickly left.

DirecTV said that I accepted the terms when I activated the system. I didn't even see the new terms until the technician was about to leave…. after he activated the system. I am still fighting with DirecTV regarding the early cancellation fee. I feel like I was the victim of a drive by install. This company has extremely unethical marketing practices. STAY AWAY! Check them out at the BBB.

J
J
James Dickinson
Rayne, US
Jan 22, 2013 8:56 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Directv took $180.00 out of my bank account without telling me are getting my authorization.They are refusing to give it back to me because it's in there policies that they have the right to do this.They say I agreed to this.i was late for as many as 3 months in the past and they never did this but now all of a sudden they have the right to do this because I agreed to this. When? When I signed up a few years ago? Why was this policy not implemented when I was as much as 3 months behind before?If I had know that then I would have canceled my account before it could happen again.

V
V
Veklaey
, US
Apr 06, 2010 6:36 pm EDT

Do not purchase direct tv ever for any reason they are terrible. Not like cable you have to pay for service if things don't work or buy their bs insurancea at$ 8.00 a month. But, here's the kicker. I upgraded abox to hd from standard. That automatically extends your agreement 2 more years. They don't explain it to you when you do it, they say it in the original install agreement you sign saying they installed the system. Know how many people read this bs fine print.no one does. they suck stay away you will be so much better off.

Z
Z
zippy the pinhead
Cookeville, US
Jun 07, 2011 10:01 pm EDT

As a former employee of DirecTV who has heard complaint after complaint about them, I wanted to take the time to post some facts about DirecTV customer service for consumers out there who feel like they've been ripped off and lied to. I will go through what I know for you and give answers to Frequently Asked Questions.

Also, if you have any questions about DirecTV and/or how to deal with them, I will do the best I can to answer for you.

1.Customer Service is Lousy.

A1. Will you receive poor customer service if and when you call DTV? Yes, a lot of times you will. Occasionally you will get an employee who cares and does their utmost to solve your issue. Most of the time they care to some extent but not enough. Let me explain why customer service sucks at DTV and what you can do to hopefully mitigate your terrible experiences.

DTV employs literally thousands of people on their phones. The average lifespan of an employee is about 3 months. You don't get on the phones with DTV customers until you have completed 3 weeks of classroom training, then two weeks of what they call On The Job training where you are closely monitored by coaches who help you through your calls. That sounds like a lot of training; It isn't. It's not nearly enough. When I got out of training I knew about 80% of what I needed to know to help you, the customer. I would consider myself one of the brightest people who went through the training. Not patting myself on the back, just observing that they will pretty much hire anyone because they have such high employee churn.

When you get out of training you have been fed information quickly and a lot of times been coached by someone who doesn't know the correct answers either. This is why you will call DTV and get a different answer almost every time, especially if it is an obscure or maybe confusing issue, like a special promotion or facts about local channels. DirecTV is a large corporation that has loads of things you should know to answer people's questions; to absorb all that takes months and months on the job and frankly, most folks just don't last that long. There are a number of different reasons why employees turn over so often, I'll go over some of them later.

To mitigate this, if you feel frustrated, ask to speak to a supervisor. They may make you wait for someone, but it is worth it. If you get disconnected, just call back and immediately ask for a supervisor. If this fails to get you a response, then ask to speak to their customer retention people because you want to "cancel". If this doesn't work, you have the option of communicating by mail with the OOP, or Office Of The President. This should be a last resort, because if you get a negative answer from the OOP, you are well and truly screwed. This means they won't do a finger to help you.

2. Customer Service people lied to me!

A2. Most of the time, because they are poorly trained, you receive different answers. I'm going to go out on a limb and say that 99.9% of the time when you receive an answer from a DTV customer service person, they are giving you the answer they have been told. They are not deliberately deceiving you. They either have been misinformed or they truly don't know and are trying to desperately find information in the DTV database and have found what they hope is the right information. So are they lying to you? Not purposely. I know that doesn't help much. All I can say is if you feel you've received the wrong information and/or been lied to, ask to speak to someone in charge. Ostensibly they know the answers.

Another problem is DirecTV doesn't own all its call centers. They subcontract out to all sorts of different companies for call center customer service. So probably 7 times out of 10 you are not even talking to an actual DTV employee, you are speaking to someone from a third party company. They will tell you they work for DTV but they don't. So they may have even a poorer understanding of DTV and its services than actual DTV employees, depending on the quality of the third party providers training process. I have worked for DTV directly and also a third party provider, and let me tell you, when I worked for the third party, they basically didn't care about my giving right answers; all they cared about was how well I could upsell you the customer on HBO, Showtime, Starz, Cinemax or a premium sports package. All the people I saw promoted while I was employed there were promoted not because they could do a great job, solve your problems and answer your questions. They were promoted because they were great at up-selling. I met all the metrics for this third party provider 100%, had 100% attendance and well over a decade of management experience, yet was passed over for promotion that was given to someone whose metrics were a mess because the one metric they cared about was sales, and that person did fantastic in that area. She couldn't help you in questions about your service but she was great at sweet talking you into trying HBO for three months.

Which brings up another problem...once you've rejected someone on a pitch to sell you HBO or other premium services, at that point they basically stop caring. They are being harped on to sell, sell, sell. If you don't want to buy anything, they lose interest in helping you. You can't really blame them; the company will fire you if you don't meet certain sales goals.

That brings me to the final thing I have to say...please have pity on the poor suckers who have to take your call. They haven't created the mess but are forced to work in it. They are given poor training and conflicting information. They are harped on to sell, sell, sell you things, even if you can't actually afford it. They are being paid peanuts to do a terrible, crappy job. Don't yell at them. Pity them. In this economy, it is often the only job the unemployed can find. Blame the corporate structure and officers. Reserve your anger for them. The poor schmuck on the phone is trying (most of the time) to help you.

H
H
herbert T
Colorado Springs, US
Feb 07, 2013 11:54 am EST
Verified customer This comment was posted by a verified customer. Learn more

DirecTV are thieves. Here's why I say this. I have a vacation mobile in Apache Junction, AZ. I am there for less than 2 months a year. In April 2012, just before packing up and leaving, I went online and switched the account from CHOICE ($64/mo) to FAMILY ($30/mo), plus I deactivated 2 boxes ($6 each/mo). In Feb 2013 I returned to AZ and found all 3 boxes deactivated. I called - 3 times - because twice the rep hung up on me though I was polite but firm - and was told that they had no record of my online account switch, AND it is their policy to deactivate all TV boxes after 30 days of non-use. But they would give my account ZERO credit for the 10 months of non-use. The fine print of the contract allows them to do this. So, the lesson learned is do not use their website to make changes, and most important, read the fine print of the contract, which allows them to take you to the cleaners. DirecTV prides themselves on their customer service, saying that pleasing their customers is their #1 priority. But, in my experience, these are empty words. They do not honor their commitment to their customers, and they have not earned, nor do they deserve, our patronage. Signed, Thoroughly disgusted, soon to be ex-customer.

D
D
Dave123456
Hendersonville, US
Apr 24, 2014 8:53 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I was promised a free upgrade to a High Def converter if I stayed with them for an extra 18 months. The time came, I made the call, and they said they do not have, and never had, such a program. I talked to a supervisor and even threatened to cancel, and she didn't seem to even care-either about the broken promise or my willingness to cancel. The other Dish is available, as is cable. The switch is coming soon.

P
P
Pineymom
, US
Jul 25, 2012 2:09 pm EDT

Been a customer since 2006. Have 2 receivers. The oldest one crashed and Directv sent me a replacement. Different model. It was 2 days by the time the program guide loaded and I could record. That's when I found out that the 30-second skip, and the Fast Forward didn't work. I was told to plug a phone line into the receiver and wait 3 days - that it was a "known issue" and would be corrected with an update. 3 days later I called again, and was told: Directv has no idea when the fault will be corrected; Directv has no control over what model receiver is sent out, so no replacement will be sent for this defunct model because they could send another one with a "known issue"; Directv can provide me with a HD receiver if I will pay for an upgraded service. I requested a supervisor, no. I requested someone to callback by the end of the day, no. I asked if the two previous techs were lying when they told me the "known issue" would be corrected in 3 days. "That's usually how long it takes." I asked why a receiver with a "known issue" would still be on the shelf. "It does not include all receivers of that model." I asked, what are the odds that both my sister and myself would get defective models? [crickets] I asked how is a major corporation not able to control what models are shipped? [crickets] I advised that not only would I cancel and get another service, but I would advise my sister, and 5 other referred friends to do the same. [crickets]
Bottom line: nothing you hear from so-called techs is true, just BS to put you off while the company trolls for new customers, who get the receivers without "known issues". These people don't give a crap about customers once you've signed up. Go to cable, or DISH. Even if you get less channels, you'll also get less aggravation, and better customer service.

P
P
PKski
Grand Island, US
Jan 16, 2009 9:43 am EST

I took a day off from work to wait for DirecTV to show up between 8-noon. I received a call at 12:15 stating the installer would be there by 1. He showed at 12:45, asked me which rooms I wanted my two receivers in, and began installation. He drilled into my eaves and put the dish on the house, set up the two receivers, told me that he could not turn them on b/c the installation line was down (this was after making a phone call to someone), told me he has the numbers he needs in order to have my receivers up and running as soon as the installation line is working and left. I was never asked to sign anything nor given any other instruction on how to work anything.
Approx. 8pm that same evening I called DirecTV to inquire about the status of my installation. The customer service rep. told me that the lines were not down that day and he had no idea what happened. He gave me the number of the installer and told me to call to see what happened. I did and of course there was just a recording. An installer complaint was filed by me through the rep from DirecTV. About a half hour later I called DirecTV again to see if there was any way I could start the system myself. This time I spoke with a another rep who had a different story. She said the installer states in his notes that he is still on the premises...she checked further and said that the card was not programmed and that he must have been embarrassed to tell me that. She asked me for the model numbers of the receivers and told me that the standard receiver in the one room was working...oh? Ok, so I was to know that how?
The next day at 9am, I received a phone call from someone who claimed to be the installation people. The woman told me that my service was not up and running b/c I had a hold on my account. I asked what she was talking about and she said I hadn't paid my bill. I asked what bill since I didn't have DirecTV yet ! She said she could not get my personal information but that's all she knew. I called DirecTV again. This time the rep told me that he would call the installer himself and then let me know what happened. I was put on hold and since I was at work, I couldn't stay on the phone forever to wait. The rep also told me that the installation lines were not down so he didn't understand either.
So one more time I call DirecTV. This time another rep tells me the notes say I cancelled my order. Of course I did not. I said I want to now ! He then said the installation company cancelled my order. He then told me that he will try to get ahold of the installers and that someone will call me when they figure out the problem. OR I could call DirecTV back and have them walk me through some steps that might work.
Meanwhile...my charge card has been charged...

G
G
Gabriel25
, US
Apr 21, 2010 5:58 pm EDT

Direct Tv- such a bad experience. I am a new customer. Initially I talked to 7 different people got 7 different prices. I was on the phone 2 hours. They promised rebates off your D-tv bill and AT&T bill. So I went and signed up for my rebated when my bill came it was not on there.

So I called in to get it fixed was on the phone another 30 mins. Had to ask to speak to a supervisor to get them to give me the rebate. Then I found out that I had to call AT&T for their supposed discount. They informed me that I had a basic phone line and therefore did not qualify for the discount. So there is some false advertising going on with D-TV. So not happy with this company! They lied and they have employees that do not speak english so getting help is not really possible. I wonder if that is on purpose, I think so. Now I'm stuck in a 2 year contract, that they did not disclosed while I was signing up (for 2 hours). Only found out that tidbit of info after the fact. My suggestion is to stay with comcast or try dish network.

K
K
Karen Jesnowski
Jefferson, US
Mar 09, 2011 5:10 pm EST

Dear Mr. Carey,
I am writing this on behalf of being a faithful DIRECTV customer for well over 15 years and in 4 states. Right now I reside in TX and I am appalled at how I am being treated. Let alone I am in the country and if the wind blows the wrong way I lose connection. Well I ended up calling to see why this was happening so often and at that time the customer service associate told me I had a free upgrade available for another box, so I said yes, needless to say my contract was well over the 2 year commitment from the time I ordered it from when we moved here. To make a long story short, my husband got laid off, and my hours were cut, so going through our finances we had to make cutbacks, DIRECTV was one of them, we could no longer afford the $98-$100 a month just to watch TV. I called to cancel and explained the situation, and I was told I have to pay an early termination fee!
Well when I signed the contract for the new upgrade box no one mentioned that it was also another 2 year contract, I thought it was just an agreement that I had received the box, had I been told this was another contract I would not have even bothered with the box. I was devistated when they said I had to pay well over $400 in fees, I didn't have the $100 a month to keep it, so where was I to get $400+? I said I would have to make payments which I have been doing at $25 a month and I am down to $201 now. I have been harrassed by collecters telling me they will ruin my credit if I do not pay more, I cannot pay more. I called DIRECTV and asked them to stop the collections but they won't, there is nothing they can do, they want payment in full. I happened to mention that I was supposed to get $150 gift cards when I originally signed up and never received, all I kept getting on that was the runaround also, "talk to your local installers" and they would say call DIRECTV well that=BS. So it seems that after all my loyalty to DIRECTV I get screwed, NEVER AGAIN! I will never forget DIRECTV and will never refer, if I do I will warn them. Customer loyaty appreciation has become obsolete, what a shame. I thought that expressing my concerns would ease up, but I am just angrier thinking about it.

Sincerely,
Unsatisfied X-DIRECTV Customer

S
S
Smart3256
, US
Jun 08, 2010 5:56 am EDT

I will begin with the service, I was a long term, loyal customer and started having a lot of problems with the reception, one rep actually told me to go out and purchase new connectors for the back of the old equipment(my contract was up years prior to that)---I then demanded updated equipment(current equipment=8YRS OLD)---THEY WANTED TO CHARGE ME--I then canceled my service, they did not want any of the equipment back, states it was too old (MY POINT EXACTLY), and they were not using that equipment anymore. It took many calls to get refunded for the service time not used. To support my decision in canceling the service-- The grounding cable from the satellite dish(no longer in use), fell to the ground, but is still connected to the utility pole. A inept supervisor(and I use the word super lightly)informed me that the cable is my property and now that I am no longer an active customer, it would be my responsibility to get someone to remove the cable from the light pole. If I was still a customer it would be removed only with a fee---RIP OFF---DO NOT ORDER DTV.

M
M
Mr. Lewis
Jacksonville, US
Aug 08, 2011 4:30 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I woke up one morning to find my receiver would no longer turn on. I called DirecTv and scheduled the earliest appt for a tech with was 3 days later on Friday, August 5 2011 from 4-8pm. I had to have my girlfriend arrange to leave work early so somebody would be there by 4:00pm. I received a call from the tech at 3:45 pm and he said someone would be over probably within the hour or so. I never heard back from anybody and I called him back at 8:05 pm only to leave a message and never hear from him again. I then called DirecTv and spoke to Cindy and told her the situation. After explaining it to her she then put me on hold another 18 minutes! When she finally returned she said a tech would be calling me within 20 minutes. I asked what do I do when nobobdy calls withing the 20 minutes and she again confirmed that she would guarantee someone will call within 20 minutes. Of course, nobody called.
The following morning I was rudely awakened at 7:40 am on my only Saturday off with a call from Abby from DirecTv only to tell me someone will be calling me in 20 minutes again! I did't receive a call until 3:10 pm. The tech finally arrived at 6:00 pm to install the new receiver. It took him 6 1/2 hrs to complete this one thing! He was at my house until 12:30 at night!
I have never been treated this bad or heard of this kind of service.

M
M
Mickespinoza
Phoenix, US
Nov 09, 2010 6:14 pm EST

I will NEVER do business with Directv ever again, they took 455.00 out of my account at 11:30 PM saturday morning, they didn't tell me they would keep my credit card information on file...but they do. I wanted out of my contract due to what I felt was their fault for not honoring their part of the contract ie the $10 off for refering an employee or friend.In the 5 months that I was a subscriber I had phoned them over 12 times each time spending no less than an hour at a time (45 minutes was on hold)3 people from that company stated that the only way out of their contract is if you DIE.If anyone plans on taking this company to court let me know

H
H
HATE DIRECTV
, US
Nov 30, 2010 7:32 pm EST
Verified customer This comment was posted by a verified customer. Learn more

DO NOT SIGN ANYTHING with this company! They offer you a great discount/package price...you never end up getting that price, they overcharge you and it takes forever to credit back/issue their "rebate" - they make you sign a 2 YEAR AGREEMENT...which it appears even if the home is sold due to someone being ill or maybe even dying - they STILL HOLD You to a HUGE Cancellation Charge! AND best yet, you supply them with a credit card...so there they got you...you just gave them PERMISSION to charge the credit card for HUGE cancellation charges!
SCAM! SCAM! SCAM!

B
B
Bloosone
, US
Mar 05, 2011 7:36 pm EST

My HD receiver keeps searching for signal. After over 2 hours on phone with DirecTV they sent out new receiver. After 4 days of it working same problem again. After my call to DirecTV they now want to charge me $5.99 per month for service protection.

I said OK send out tech response -- someone from upper management needs to talk to me first. I expect a call in 24 to 48 hours.

What terrible service!

After 10 years plus with these jokers, I am going to look at fiber optics or some other provider.

DirecTV is getting just as bad as the cable companies!

S
S
sbouwman
Lansing, US
Feb 24, 2009 11:38 am EST

I called to cancel my service to save us money and they are claiming that I am in a 2 year contract that I knew nothing about. We have been with them since 2003, but last summer we had one of our boxes go out, so we bought a protection plan and they sent us out a new box. I guess in doing that, they sent us a leased box, which we are paying a fee for every month now ($5), in addition to the protection plan fee($5), but we were also bound into a new 2 year contract. I was never told of this, never signed anything agreeing to this. In order to cancel they want to charge me over $400.

Valerie
Valerie
, US
Jul 10, 2008 1:32 pm EDT

Want to charge me for 4 pay per view events from 2005 here it is 2008 I complained all they say is pay the bill they are a rip off company what is a consumer to do I have been a customer for 10 years you would think that they would have some sort of feelings for the customer that are keeping their jobs going this event was suppose to have happened in 2005 now they want to charge me I spoke to a lady name Karen at DirecTV she was no help at all very nasty al she keep saying was I should pay the bill.

M
M
Michelle Meseroll
,
Feb 04, 2008 12:00 am EST

I signed up for Directv about 2 years ago. Their service works when it wants to and only when it wants to. If the wind blows it blows my dish out of alignment. The first time I called directv about this I was told there would be about a 2 week wait before someone could come out and fix it, of course that meant I would be without tv and there was no credit for this BUT they could tell me what to do and I could go on my roof and realign it myself. So this is what I did, EVERY TIME the wind blew. Today I checked my bank account and directv has removed money from it that I did not authorize. When I called them they say they have the right to do it according to my contract. My first problem is I was never given my contract. When I told them that I wanted a copy of it, where I signed it, they told me I would have to call the company that did the installation. They don't keep a copy of their contracts? I am calling my bank. I did not authorize this transaction and they had no right taking any money from my bank and they can not prove that they do since they claim to not have my contract.

I
I
IMaitin
Philadelphia, US
Oct 04, 2011 12:49 am EDT

We canceled service with DirecTV at the end of July 2011. On Oct 3, 2011 we received a September 30 statement received from DirectTV for $21.16 for movies purchased on 12/27/2010, 5/22/2011, 7/29/2011, and 7/30/2011. At least one movie, stated by DirecTV - if not three of these movies were advertised as "free" through the customer loyalty program. In fact, we never received a free movie, but were billed in every case.

Upon calling DirecTV on 10/3/2011 6:30p, they repeatedly (6x) stated the charges would be dropped if I reinstated my service with DirecTV. Each time I stated that I did not want to renew my service. They insisted on telling me about their promotions even after I made it clear my answer was "No". After the 6th time they passed me to a billing specialist who did not resolve my problem. Instead, they stated thata while seeing a movie was ascribed to customer loyalty I had used the remote to order, not the internet or remote with telephone line, therefore I was ineligible for the refund.

DirecTV works against their own interest in treating past customers poorly. Through their actions they ensure past customers will not renew service. Worse - these same customers will speak out against DirecTV ensuring additional loss of market share. This is truly a low quality company that should be avoided.