DirecTV Complaints - Horrible service

19 days ago by Penny [send email]

I recently moved and had DirectTV come to my house to install the equipment. The installer wanted to put the dish in my front yard and charge me $75 because said he did not want to go on the roof to put the dish where the old one was at that time. We had to upgrade to HD so the dish had to be replaced. When I asked him to install the cable for the HD TV where the TV was located he told me he would not reinstall the cable (which was already in the house before the move) but would staple the cable to my floor or baseboard. Of course, I did not allow him to do that. He also refused to call DirectTV and have my local channels changed to that location. He said I could do that as well as hook up my own DVD players which I had been told he would do. After staying on the phone for well over 1 1/2 the technician had trouble changing the locals and told me they would work on it with someone who could fix the problem and it would be resolved before the morning. After a week and numerous phone calls where I was asked to hold for hours at the time and never got a service person to answer the phone, we finally got another tech and the problem was resolved. When we tried to use the second TV, we found out that it had never been hooked up by the installer. The receiver had been plugged in and the light left on to leave the impression it was working. We found out that he had been on the roof and took the LNB out of the old dish but left the dish on the roof so now we had two. After many more hours on hold waiting to get a service department employee to answer the phone, I was apologized to for the rude service and told they would send his supervisor immediately to fix all the problems. A month later and many more hours on hold we had not heard or seen anyone concerning the problems. I decided to cancel the service when again I waited 2 hours on hold for a service tech to answer the call. I thought he was the rudest person I had ever talked to until I had the pleasure to speak with other service personnel. I had purchased the HD receiver when I had DirectTV move our service 2 years prior and was told that was the only way to receive the HD channels. They did not provide the HD receivers so the customer was responsible for purchasing their own. I have a receipt that shows the purchase of that receiver. Now they are telling me that even though you purchase the receiver, from them or anyone else, you have to give it to DirectTV when you cancel the service. They sent a box with a letter informing me they would charge me $460 for that receiver (which belongs to me) if it was not sent back immediately. I had finally reached a customer service person who had told me that they were sorry for all the problems and not to send back my receiver the week before the boxes arrived. When I called to tell them I had received the boxes by mistake they informed me that it was no mistake and I would be charged as much as possible if I did not do exactly what they told me to do. They have locked my account and my credit card cannot be changed. I sent the written notification not to charge anything to that card and was told they could charge any thing they wanted and I had no recourse. By the way, I talked to 4 customer service reps who were some of the rudist people on earth during this time. When I aske each one of them, male and female, for their name, I was told they all were named CHRIS. The installer was also named CHRIS. When I told the last girl I did not believe for one second her name was CHRIS, she told me it was a nick name and her real name was Mary. Isn't that convenient! (Merry Christmas)
I was told that I could not talk to a supervisor and the legal department did not have a phone so I e-mailed and got a response from someone who assured me that her name was not Chris but they did have several people by that name and even had some with unusual names such as Merry Christmas! She was the rudest yet!!!
My point. No one should ever get DirectTV service. They are very nice until you try to cancel, no matter how long you have had their service and tell you lie after lie about the contract you supposedly signed when you initially got the service although they will not produce that contract for you to see (because it does not exist)
I would love to get involved in a class action law suit with this company. Preditory lendors are one thing but preditory service companies are much more common although people just do what the ask because it take too much time and effort to fight them.
Hopefully, someone will see this post before making their choice to sign up with this horrible company, and for God's sake if CHRIS is your service person, please hang up!!!

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