DirecTV’s earns a 2.0-star rating from 10 reviews and 2189 complaints, showing that the majority of subscribers are somewhat dissatisfied with service.
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lies and bad service
year ago i moved to palmdale, ca i tried to swtich my service to the new address and i call the company to change it and to have a new plan new chanels but at that time i was told if i get the dvr they will give a prize they never give nothing then i called to cancel the service but i found that i was i a contract and i never was imformed about it, then 2 months later a called to change the chanels to add more but i was charged more than i expected.moth ago the dvr broke down it just show a black square on the tv, i called they told me they will change it with no cost at all they never mencioned shipping or handling;now they charging me that amount and 2 more recivers because the thecnician never diconnect the old dvr, i called back again and the only thing they keep telling is everyboy has to pay shipping but iwas never tlod that.so as you can see they give only certain information ;only what the costumer want to hear from them, and they lie about the service and the prices they never gave.i like to cancel this account but gues i have to pay fee.and please do somthing thank you. lidia
unfair business practice
Where to begin...?
I had direct tv several years ago. They were ok, but I had to cancel service for reasons not related to direct tv.
Then, I got high def, and direct tv called me in 2006 and offered a deal: the new hr20 hd dvr system at a reduced price of $250 (Half price from the $500 purchase price). Ok, I signed up.
Problems began almost immediately. Color of picture would go green, system would freeze while recording or playback, etc., etc. Had to reset system every time. Direct tv replaced, three times, by mail.
This last time, they told me: you own the system, so you either have to pay a $79 fee for a technician to come to your home, or buy the extended protection plan. So I bought, technician came to my home, and dropped off a unit I had to plug in myself. Ok, it is working fine.
But, here is the problem. Now direct tv contends that if I cancel, I have to send this box back as it is a "rental". So, think twice before going with direct tv. According to them, the $250 price I paid was for the "privelege of renting; everyone pays it" (So it is now unclear why it was a special deal). When I called to inquire, I too was placed on hold so they could "research". I waited 36 minutes the first time, and 25 minutes the second time, before hanging up and going with email.
According to direct tv, the $250 "purchase" price was really a rental fee, so I am renting, but, I am also responsible if the box fails or is otherwise defective, and I have to pay for a new box, or repairs, if the box starts acting up. Go elsewhere, its not worth it.
I was told I could operate my DVR from another room, same as dishnetwork. That was a lie by direct tv. 3 days later I found this out and called to cancel which of course they would not allow me to. That is when I had found out I had a two year contract. I was told it was a one year contract. They are just a rip off. Dish network is so much better.
I am so sick of them
DirecTV is a joke. I have been with DirecTV since January of 2008 and we have had nothing but bad reception the whole time. My son's box in his room causing problems for his TV and so I called for a tec to come out. When the tech called they wanted to try and have my troubleshoot over the phone because if the problem was my fault they are going to charge me. I asked the guy how would you know if it is my fault if you do not come out. He replied nothing. I am so sick of DirecTV that after my contract is up I will be cancelling and go back to Comcast. I would not suggest anyone use DirecTV.
The complaint has been investigated and resolved to the customer’s satisfaction.
false advertising!
I ordered Directv Service December 2007. I was told I would receive a free portable DVD Player or a surround Sound set. Then when I set up my account online I saw I would receive a $100 Visa Gift card if I put my account on autopay with a credit card, so I did. Well it is April 12 and have received neither item, but a runaround from phone support and email support. I have called all the number they indicated and filled all necessary forms. At one point a CSR told me there was never a $100 Visa offer. So I thought that I must have thought wrong. Well as I read on another site, http://www.complaintsboard.com/complaints/directv--free-dvd-player-c4555.html There is a $100 Visa Offer. There are many other customers experiencing the same problems with this company. I was only asking for the $50 but now I know I was correct in the gift being $100. These gifts were a main reason I switched from Dish Network, since they would take away from the higher bill prices with Directv.
This is what I filed with the BBB
I terminated my services on or around 10 may 2014. On 9 may 2014 i paid $98. 82. I thought this was all that was owed or would be owed. I received another bill for $68. 18 or close to it. I'm trying to figure out why i owe this amount when i already paid $98. I returned the equipment. I received a call from directv on 10 august 2014 at 11:09 pm. Why am i being called this late by a directv employee? This is unacceptable behavior.
terrible customer service!
I am just going to include here the letter I just sent off to Direct TV, and let it speak for itself.
Direct TV Office of the President
P.O. Box 6550
Greenwood Village, CO 880155
RE: #[protected]
To Whomever Might Listen to My Case, and Stop Quoting the Customer Service Manual,
I could take you through the hours spent on the phone, the letters faxed and mailed, and the complete and utter frustration of just having spent valuable time speaking with no less than four of your agents/supervisors in Phoenix. But instead, I will tell you that Agent #1, Agent #2, Dexter and Alexandra all repeated the exact same information to me, ad nauseum, no matter how many times I explained to them that no, I did NOT receive notice of "pending programming activation", and no, I was NOT "fully and duly aware that service would resume August 12, 2007.
It would appear that what gets typed into a customer's account becomes sacred, no matter what misunderstanding might have transpired, and that no pleading of the customer to say, be human and have a heart, will be heard.
Bottom line. My account says we owe $80.17 in service fees I was "fully and duly aware of", and I say this is not true. Some mistake, somewhere, occurred. $80.17 means something to my family, with four children, on one income. It is probably not such a huge deal to Direct TV. I was told that no matter what my stance, "integrity is valued in our employees at Direct TV", so whatever note was on my account was there to stay, and influence the reversal, or lack thereof, of the fees aside from the early cancellation fee. What happened to the customer being valued? What happened to, oh, I don't know, giving a person a break and maybe admitting someone on Direct TV's end somehow could have misunderstood the situation?
To quote that last letter from Phoenix:
We could only assume service was satisfactory because we received no request to extend the suspension when we sent notification of the pending programming activation, and no statements were returned to us as undeliverable.
We suspended service in July of 2006 because we had to move to take a job. We moved in with my parents, who had their own TVs and systems. We had no means to use the services of Direct TV, and to this day, do not. I never received any notification of "pending programming activation", or interim statements, making me aware of compiling fees.
No matter how many times I tried to explain that I would have never allowed charges to add up, that until I started receiving bills in the amount of 164.17 in Sept. of 2007, did I even know this was an issue, I was repeatedly told "we have a notation that you were aware". I called in September of 2007 to be sure the account was canceled. I began disputing the charges in late fall of 2007, and in January of this year, received the letter stating that the charges remain valid, and therefore, should be remitted.
And really, while the money is an issue, almost worse is the most insulting, offensive tactic to repeat over and over "I understand, BUT..." as your representatives did today. If someone understood, I wouldn't have spent 2 hours on the phone while my baby was cranky and crying, and my neck got wrenched while trying to prepare lunch and simultaneously handle this matter, while being told each supervisor on up the ladder was going to be harder to convince to even take my call. Oh, and then the endless time on hold. Hearing the cheery lady tell me how great Direct TV is and how simple simple simple it is to sign up, and get what I really want in total entertainment. Really. Someone should really explain how difficult difficult difficult it's going to be if you have unexpected circumstances derail your plans to to be able to enjoy fast-forwarding and rewinding live TV for a contract minimum of two years. Also, you really should just tell your representatives to say, "tough ### sherlock", because that's really what they think. And honesty, while potentially brutal, is always so much easier to swallow. Or if they do care? Then give them the power to choose who they may think they might help out.
My dealings with your company over the last few months are exactly what all "The Man" jokes are about, and why we, who are not The Man, really love to hear stories about how somebody finally got to stick it to Him. Big corporations who play all that "we care about you, our customer" jazz on their automated phone systems, where it is nearly impossible to get a real, live human (and who does finally answer, is questionable, here) while we languish on hold, just waiting to ultimately be told we, and our case, don't amount to one tiny ant crap.
So yes. I am disputing the $80.17 in assumed satisfactory service. And you may decide I have not one child-clung-to leg to stand on, but I just couldn't help but wonder if there wasn't one person in all of Direct TV who might just have the power, the cajones, and maybe even the kindness to say, "Hey, we're sorry for all the trouble, the time, and effort. Somewhere, clearly there was a misunderstanding. Here. We'll take care of that, for you."
Wow. Wouldn't a little of that go a long way.
Very Unsatisfied,
A.T.
I just spent an hour trying to find out what happened to an access card that I ordered on 1/23/08 that was supposed to be here 3 days ago. Rep/Cust Service found that the address that I have corrected at least 5 times since I moved 4 years ago is still wrong. So after several attempts, Rep says it is now fixed. However she had to transfer me to Access Card Distribution Team/ Rep there says card was sent to my old address and she would have to resend to my current address where I have
been for 4 1/2 years! Also I told them both that I could not access my account on-line due to a wrong E-Mail or Username error---they could not help with that and said I would have to call another dept. Talked to supervisor/ and basically was told the same thing. I said you either need to get your processes fixed or get people more training as this sort of customer service is anything but acceptable!
having worked for directv for over a year and being insulted, cheated, lied about & to as far as products, training and administration of corporate ineptitude is concerned i can most assuredly predict that you will NEVER recieve any sort of satisfactory response from an organization that has spent every available resource and effort to exploit EVERY morsel on its food chain, from its products, personel, employees, and the absolute very LEAST of all its annuity paying clientel... its policy is EXPLOITATION...spare no expense...and return profit to the corporate bottom line...REWARDS to the employees that can wear out the complainers...keep putting them on hold...sell them refurbished as if its new... deny them required service... charge them more when they need it..act like its an unknown problem...on and on... best of luck with the liars
I have been frustrated with Directv owing to their ignorance toward MLB viewing. They automatically renew the following year even though they were not told or given approval to do so. Despite four (4) instructions to STOP the service they continue to plug it into my receiver and bill me. Four times! I am about to inform Chase Carey of this [trying to find her/his name is chaotic].
Despite repeated verbal and written attempts I have still not gotten a running [cumulative] tally showing the [unauthorized] MLB/MLB Extra Innings Service, a total of $55 each month! Now they have the audacity of hanging on another $5 late fee. I continue to pay my monthly authorized fee of $134.05.
They can go to hell. I am moving to DISH, after spending $10, 000 on Directv over several years.
They even had a woman from the Phillipines call me about my account being in arrears! OMG!
Incredible how all the airheads end up at Directv.
unauthorized debit, no notice of contract being generated for replacement receiver
Let me start by saying, I had been a LOOONG time customer of Directv, 12+. yrs. Back in 8/05, I had the company come to my house and put in the local channels. The receiver that I had when they came was from Wal-mart.
I was told by the techs that came to install the local dish, that the box would not work with the 2 seperate dishes, so I needed another one.It would still be the standard receiver, but getting the local channels would generate a 12 month contract. I said I understood... the contract ended in 8/06.
I was also told that no matter where the receiver came from, that they were all leased receivers and property of Directv. I had still been using this same receiver, until the first week of this past March.My tv screen would just go black, then I would get a signal stating "searching for satellite signal" I would get some channels, then no channels, then just the locals, then no locals...then the Direct channels, then no channelsAll the time that this was going on, the skies were clear, no trees in the way, nothing...
I called the tech support and was told to try to turn off, unplug, etc... the receiver. It worked for about 2 days, then the problems started all over again. I called tech support again, trouble- shot over the phone, and was told that the receiver was bad, that I would need another one.I asked were there any "strings" and the tech said that there would only be a $ 19.99 ship/handling fee, nothing else. NO MENTION OF ANY CONTRACT!
The receiver came, no papers to sign in the box. No Contract... we called tech support to get the card activated, and we started to watch tv. Within 2 days, the problems started all over again, but worse. WE called tech support, went through the same steps... and after being told that we would have to pay a service call of $ 80.00 we told them to just disconnect the service.
I have not had to pay for the only 1 service call in the 12+ years for them to come out, I wasn't going to pay then, either... After all, they had always told me that the eauipment was theirs.
Neither of the 2 reps that were spoke to that day, stated anything of a contract. It wasn't until that I notified the woman of disconnect, that she said that she would offer 6 months of Showtime and HBO, 6 months of service protection plan and waive the $ 80.00 service call. I told her that if it took my leaving the company to get a wavier that I had asked for 3 weeks ago, then the company wasn't worth staying with. Still no mention of any contract, or contract breach, nor any penalties. The woman just stated that there would be only an $81.99 + the 2 weeks of programming on a final bill. NO extra fees. This was on 3/21.
On 3/27, I looked @ my online banking statement to check my payroll check, and saw that Directv had taken out $ 469.41 on the 27th. You could say that I was mad. I called the co. and was told that I had breached a contract, to look at the customer agreement. There is nothing in the customer agreement that states that activating a replacement receiver generates a new contract, only that if you change you programming that you can be charged extra fees.
I asked how that they could take this money w/o my authorization and they stated that they can because they had my debit information on file from making previous payments, and that their " beloved customer agreement" stated that they could do so.After 3 weeks, 4 tech reps and numerous hours on the phone, I still was out my money and still had to dump Direct.
Take my advice, BEFORE you pay Directv, or any other company, don't do it on line w/ a debit card. My bank states to me that I might not be able to get my money back, because the ALMIGHTY DIRECTV COMPANY states that I had a contract. I won't know of anything for a couple of months, while the financial institution investigates the transaction I DID NOT Authorize. I have also been told by my bank that giving a company your debit information is like giving them a blank check. Also, if you are with Directv, and are planning to disconnect your service, cancel your debit cards with your bank FIRST and get new ones. The information that you leave w/ the company will no longer be valid. The bank states that if they try to draw out through a credit card or EFT through your check book routing # that these two methods can be stopped, but not debit...I have emailed customer service at Directv, and all of the emails contradict each other, w/ exception of one thing, I most likely will not see any of my money back. Also, I have emailed Chase Carey, the President and CEO, everytime I correspond w/ the customer service dept. The only response I get are the " read reciepts".
DO NOT GET DIRECT TV... THEY ARE CROOKS!
my husband and i got direct tv in 1996 when you paid a fortune to get satellite. we were satisfied for 11 yrs. we were moving into a rental for a few months until our new home was finished so we decided to get cable instead of going thru with satellite. when i called to have the service disconnected i was told it would be a 250.00 cancellation fee, however we were never notified of any such agreement. we have asked for over a year now to see the proof where we agreed to pay the fee. they also are stating that because we had a defective receiver, that was a leased receiver, they were adding another 2 years onto the contract. i am not sure how any company can get away with this. we still have not received any proof of the contract we entered into and needless to say will never get direct tv again and have had many friends get rid of their service also. we have not paid the 250.00 and they are sicking a collection agency on us. i have filed a dispute with the credit bureaus so it will show that direct tv is in the wrong. i am really trying to figure out how a company can get away with this and how we can make it widely known that they do this. when i signed up for my cell phone they specifically told me i had a 2 yr contract and had me sign for it, why isn't the satellite company held to this same standard. they do have the worse customer service i have ever seen also. if anyone has any knowledge of what can be done to make this known and possibly get pressure on direct tv, i would really like to know. i am very upset about this and will not pay them since they are getting rich off of us loyal customers.
scam billing!
I had used Direct TV for at least 2 years. When I decided to relocate from California to Texas, I informed Direct TV that I would need to cancel the service because I was moving and would not need service any longer. A representative called me back and convinced to me to just 'suspend' my service and that when I needed to start the service up again, to give them a call. Well I never called, but I did receive a bill in the mail the second week of March 2008.
So of course I called to clear up any confusion, and I was told that the bill would be credited and that the balance would be zero. However that was not the case. Yes they did credit me 47.66, but still left a balance of 104.00. I called back and asked to speak with a supervisor, and she was very rude, she said that she would not send a payment dispute because she felt that I was responsible for the bill. So, I send an e-mail to try and get the balance cleared up. I receive an e-mail response informing me that the balance was still due and payable, however my information would be sent to management to inform them of my issue with the supervisor.
My whole issue is that they would not take responsibility for their error and are trying to charge me for it. Clearly, why would I call to reinstate service at an address that I no longer live? If I'm living in a home where the owner already has cable tv, why would I call to reinstate? This doesn't make any sense to me, but I guess that Direct TV sees no wrong. Issue is still ongoing.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have recently switched to cable, In the event i checked on one of my debit accounts and DirectTv has a charge of $75 pending. This was never authorized over phone or in writing. They stated to me that they have the right to do this, BULL S***. This is credit card FRAUD. I have used this card in the past as a ONE TIME EFT payment, but this doesn't give them the right to charge my account, instead of sending me a remaining bill through the mail this is what they do to people. I was with them for about 5 years, but will NEVER return. My charter cable is better and a lot more reliable.
We are being scammed too, how to deal with these people and YES the supervisors are very rude as are the people who answer unless you are taking their product.
Recently I had to drop DirectTV because of a move to a heavily wooded area.
They WITHOUT PERMISSION WENT INTO MY DEBIT CARD ACCOUNT AND DEDUCTED $172.
They said they had a right to this SCAM.
Shouldn't there be a law somewhere that forbids using an unauthorized deduction from my account?
financial
My complaint is in the way Direct TV does business when you try to cancel their service. When you cancel service they send you boxes to return all of your receivers. After I closed my account they charged my acct. $119.00 until the receivers were received by return mail. I promptly did what they told me to do. I called a week later to see if they had credited my acct. They didn't seem them on my acct. I had to talk with two or three different people to finally make sure they got credited. When I asked them when they would credit the $119.00 back to my acct.- they said it would take 6-8 weeks. (It took them one day to take it out of my acct!) I waited 8 weeks- the money had not been credited back, so I called and asked where my money was, they appologized but made no excuse for the oversight. They said they would put a rush on it and I would receive it in no more than 12 business days. I finally received it after several phone calls and staying after them. I believe this must happen a lot. It seemed like DTV hopes you'll forget about the money they owe you. I will never use them again.
Please stand up together we can make a right thing
We will open a campaign to force Direct TV to provide their services to consumers rightful and Direct T V should obey the fed or/and state regulation that should protect consumers. Direct TV, They are running a big scam right now by giving out misleading information and flyers all over Medias. By many and many scams from Direct TV’ false advertisement, wrong billing, poor and incompetent customer service, Unauthorized over charge, cancelation fee and 24 hours only policy for cancelation, Harassing calls, scam selling, roof damage and more to notice. It is ridiculous for consumers that are allowed only 24 hours to cancel the services from the first day installation if consumers are not satisfied.
We need stand up together to ask our Congress representatives, our senators, our local force law force, our State General Attorney to sent a clear and strong message to Direct TV. We want State and Federal open investigation on all over Direct TV misleading services to our consumers for many years. We should not allow this happen in our society today.
We will collect all the problems you have, are facing with Direct TV and we will sent letters to all official agencies and Congress. Please have your name and address if applicable.
Best Regards
Kent Phh
[protected]
Student6991@yahoo.com
billing after canceling service!
This Direct TV "Account" was terminated in September 2007 when I moved back to my home in another county in Mississippi. I never received another bill and assumed I was current. Somehow this account was continued without my knowledge and possible moved to another location. I am currently trying to contact CBE Group and/or Direct TV. I will pay their $678.00 blackmail in order to get this off my report. And if you ever see Direct TV on my report again I can assure you it will be fraudulent because I will never deal with them again. Note: I have contacted Direct TV's Costumer Support at phone number [protected] and after a hour they where unable to find my account. Isn't that a joke. They cannot find my account but they can screwup my credit report.
Damage Resulting:
The action of placing this on my credit report has affected my credit score by 70 points. This can possibly have an affect on a property purchase planned for next week. The legal ability for these people to do this is total and outrageously wrong.
After 9yrs.of service with direct tv.Icanceled my account with them.My stations kept going down in number.I also went through 3 seperate DVR's.The day after I cancelled service my DVR return box was on my porch, 2 days later they showed receipt of equip. Now direct tv is wanting to charge me 457.00 for canceling under contract.I know my contract was for one yr. only.I think that my payments that started at 63.00 and worked up to 108.00, plus 9 yrs.of service should get me out from under my 1 yr. contract. The man who installed my dish also made 2 sets of holes in my roof. That is not so bad, but he did not fill the first set of holes he made.Roof repair on a 12-12 roof is not at all cheap. I will go class action if need be. Thanks for the chance to tell this story to someone who will listen to me.Direct tv will not listen.
i terminated my service with DTV. while on vacation and checking mu bank account, noticed my account had been debited close to five hundred dlls. checking with DTV, i was informed that when i returned their equip, i would be credited. i had not received their shipping material. they said Fed Ex would be delivering within the next few days. when asked how long it would take for my credit, verbally and E-mail they said 4-5 working days after equipment was returned. equipment was returned on 7/11. on 7/23 checked with DTV, now they are saying my credit would take 6-8 wks. they are a big bully, seems they are punishing me for terminating service. didn"t take them long to debit my account, but somehow it takes a long time to credit, even when they did not send shipping material on time.
non disclosure of fees
My complaint deals with the non- disclosure of fees and 2 year contract.
While speaking with the customer service rep, setting up the installation time and the program i was selecting, there was no mention of a two year commitment to their service. If i were to quit my service prior to the two year period, i would have to pay a fine. In addition i was not told that the equipment i was receiving was on a lease basis, and the reminder of the lease would be due and payable at the time of disconnect. All of this i would find out at a later date by complaining about their service, or lack thereof, that i was under contract for two years and would have to pay fines and prorated fees for leasing of the equipment.
When the installer came to my house, he seemed to know what he was doing, but spoke very limited english that was very difficult to understand at best, upon compleation of the install, he asked me to sign a paer showing he did install the equipment. Upon trying to get him to explain the system, he just handed me the book stating that his english was not too good.
I signed the paper only to find out later that he was to go over the entire set up with the customer and by sighning, i was agreeing to a two year contract. Once again, i was not explainded to or disclosed to this agreement. I feel that this is fraud!
I had a similar experience...These folks are beyond reprehensible...
scam and fraud!
I called to cancel service. Offered free upgrade to hd... Decided to stay. Installer came... Stated wrong work order... Needed a hd dvr... Work order listed a hd receiver only. Told them never mind... Person on phone said no problem... Will get you the dvr as promised. Installer left... Hd channels did not work... Called to complain... Told it would be 2 weeks... Said no. Sent a bill for $200 (For hd dvr) and $480 for cancellation... (Never agreed, never committed). Billed to my credit card... (Never informed). Disputed transaction... Money refunded... Directv pissed. Sent note to directv telling them to pick up their crap under provisions of the texas 3 day consumer cancel policy... Called bbb... Called ag. Sent email to ellen filipak (Vp of directv customer service)...
Ready to go to court... Cannot wait.
Directv Service went out 10 times in 6 weeks. Cancelled service, wass charged $440. for early cancellation. Directv sent prepaid return tags through USPS. Immediately sent boxes back with USPS says "Picked up and processed by agent". Directv did not get their satellite boxes back and charged an additional $660. for boxes not returned. What is my next step. Directv says they will not accept anything less than the boxes in their possession. I wish that Directv never existed.
DirecTv be needin' to kiss dat ### yo! Dey be chargin' all them cwazy fee joints and no be gettin' nuffin' in retun but da cwazy bill evy momf.
Don't know if you've resolved this yet (I'd hope so!) but I came across this thread as I was researching what "Picked Up and Processed by Agent" actually means and since I've now figured it out, I thought I'd post a response that, even if it's too late to help you, might help someone else. The USPS has a program called Parcel Return Service (PRS) that does just that. It lets customers print out pre-paid return labels and the way it works, basically, is that the company contracts with a logistics company (or has internal staff) act as "Agents" who go down and pick up the return package from the post office, generally in the same city as it was sent from. When the Agent picks up the package, as far as the USPS is concerned, the parcel was delivered and the status of the parcel (in the track and confirm area) is updated to "Picked Up and Processed by Agent"
From YOUR perspective, this means DirecTV did receive the return from you, but probably the Agent screwed up, stole it, or just didn't handle things correctly. Hopefully all this has already come out in the wash for you, but if not (and if you can), go back to the return label because the Agent should be printed clearly and plainly on there along with the Agent's permit number.
Point is, DirecTV shouldn't have charged you the money -- they signed for the parcel from the USPS and therefore did, in fact, take possession of the return. It's of course possible you mailed an empty box -- but if that was the case, they'd have your label and an empty box... which they don't, they just have "we didn't get it" which is untrue on it's face. You should bring a small-claims court suit, plus post this whole story on Twitter and Facebook (I'm not kidding). You'd win the case by default judgement I bet, it's too small potatoes for them to even bother with -- if they even showed up to defend themselves, I'd be surprised.
bait and switch!
In november of 2006 direct tv was promoting a free ipod if we signed up. I thought "this is too good to be true", red flag, red flag! But being the trusting consumers that we were, we signed up. Several months later we received an off the wall brand portable dvd player, which of course wasn't what we signed up for. I want to point out that we never broke the seal to the box. We contacted direct tv who in turn had us call the mystery people that are supposed to supply the free ipod. The first guy told us to keep the dvd player and that they would send out the ipod, which never came.
So we called again and were told by another person to send the dvd back with the enclosed return shipping label, a letter of explanation, and they would then send us the ipod. We sent the dvd player back with the seal still intact and still have not received the ipod. I contacted direct tv customer service today to recant my "bate & switch" story and she told me there was nothing she could do about that. It is now march 18, 2008 and still no ipod.
I would love to hear if anyone else has encountered this same problem with direct tv.
Robert.
Below is a letter that I sent to Direct TV regarding their "bait and switch" policy:
I just finished a telephone conversation with several of your representatives and I am astonished by the lack of customer service your representatives exude. I have had the unfortunate pleasure of dealing with your Alabama call center for the last 30 minutes and if this is how you train your employees to deal with customer concerns your need to re-evaluate your training department.
On November 15, 2007 my wife, Jennifer, transferred our account from California to Tennessee. The representative who established the account offered my wife the premier channels free for 4 months – there was no mention of the NFL Sunday Ticket package for $69.99 each month. This is where the bait and switch comes in and apparently Brandi in your Atlanta office condones this type of behavior as she wanted to argue the point that my wife had agreed to this. If the initial representative had offered this package with something to do with NFR (National Finals Rodeo) or some type of programming along this line she probably would have taken the package, but definitely not football. Neither my wife nor myself watch football except for the occasional college game. This is the reason I know that my wife did not agree to the NFL package.
After speaking to a representative that I did not get the name of, I then spoke to Adam who could not help me. Adam transferred me to Ashley who was able to assist me to a degree, she waived the December billing and canceled the NFL Sunday Ticket programming, but was not able to take care of the November 15th to December 16th billing. Per Ashley this is an agreement you have with the NFL? Ashley then transferred me to Brandi who wanted to argue the point and did not want to let me speak. When I asked to speak to her supervisor she refused. I finally was able to get out of her that the call center manager was Sue and that they were located in Alabama, but she refused to give me any other information or transfer me. She also finally gave me the office of the president, but very reluctantly.
The bottom line is: I want the $69.99 waived for the 11/15/07 to 12/16/07 billing cycle as we never requested this service. At this point it is not a matter of money, but it is a matter of principle as if this is the type of customer service your company condones, it is not a company that I would like to do business with. Up until our move to TN I was very satisfied with Direct TV, but since we have moved here, the installer showed up at 8pm on the second appointment – he missed the first one, and did not leave until midnight. You company did give us a missed appointment credit, but now I have to deal with this situation and customer service that is far below a minimum standard.
Sincerely,
Ron.
My husband took advantage of the "Refer A Friend" promotion. He has since been on the phone at 3 hour intervals (including a call center in Mexico!) to find out why he is not receiving the $10 monthly rebate?!
He was told (a) It was not set up properly, but we cannot fix it for you. He should have talked to so-and-so...but how were we to know that when he called the number on their promotional flyer?
(b) That even though he was talking to customer service (this is Mexico) he could not be transferred to a Supervisor because of their procedures. So, if William could not help him, too bad, no suprevisors are to be bothered?
(c) That even though he called the 800 number provided, you need to talk to (1) new service (2) customer service (3) billing, etc. etc, all at the SAME 800 NUMBER HE ALREADY CALLED?
(d) DirectTV contracts out their service. Initial installing and customer service, so even though they answer the phone as DirectTV, they are NOT DirectTV...and we know this how? By trying to get something corrected that apparently nobody wants to take ownership of. EVERY department transferred him to yet another department, also known as Passing-The-Buck!
(e) He is now being transferred to the "Escalation" department. They are telling him that if their "Activation/New Service department" set it up incorrectly, too bad nothing can be done, even if it is DIRECTTV'S fault!
So, we ask for the Corporate Office phone number, can only get a PO Box number, and we all know what file that goes into...13!
Do we wish that we had read complaints before signing up...of course! Hopefully others reading about the dissatisfied service given to their customers, they will think long and hard before buying into their "Special Offers" programs, or any other new services.
Trust me, this company is good on Offering specials, but short on delivering on them. I mean really, should it take longer to get an answer as it does to give birth?
The "Escalation" department is none other than the other 30 departments we have talked to...totally useless!
Sorry to sound so bitter, but really, can all these complaints be ignored? Apparently, the answer is YES.
That’s not the only time they do bait & switch. When I upgraded to my HDDVR, I was told I needed a new dish, but that the upgrade was free. The tech came and installed my dish, but they charged me a 49.99 relocation fee, which they said was to move and set up the other existing DVR that I *physically* carried to my bedroom upstairs and that *I* programmed myself. I was the one who pointed the dish and programmed the new DVR. They did credit it to me.
The charge was incurred because after the tech came out and installed the dish, I realized I didn’t have two lines run to my bedroom for the existing DVR. I made a call to Direct TV to have them do this, and thus, was charged. However, the tech who installed my dish said I need to have a wall fish and that it would be $60. I called Direct TV with that information to set up the service call, and the rep said well, it’s only $49, so be it. That charge was added to my bill, and I paid it before the second service call happened.
When the tech came back out (a different tech, a different company this time), I was then told it was $120 because it was two floors and that I needed to pay him. When I explained that I was quoted $60 and that I had already paid Direct TV, he gave me a supervisor line to call. The idiot rep tried to tell me that the $52.36 on my recent bill was not for the extra line run charge, but was for pay per views because I had swapped my receiver (sent it back) and kept the card.
The idiot rep didn’t even realize I had kept the entire receiver and relocated it myself to the bedroom. She then asked the tech if there was any evidence of new lines ran.
When I asked her how he would have this information, she said there’s a database he can call up to to find out. I asked her if he would have received this information prior to coming to the call, because he was standing right there in front of me using MY landline to speak to her. She told me that no, he could use his cell phone to call another number.
I asked her how that was going to be possible while he was talking to her on my landline and I was right there in front of me.
Basically about 8 hours later of holding, screaming, sighing, and speaking thousands of foreign languages to figure out what the heck happened here, I realized that you don’t call Direct TV to have custom labor, like wiring a second line, done. You have to call their contracted installer, and you are at the mercy and whim of whatever tech comes out and quotes it.
If you don’t like that price, you can refuse service and make another appointment, but be prepared to wait three months and be given several songs and dances about how the hurricane has put everyone’s installation dates off even if you don’t even live anywhere near where the hurricane hit.
I asked if Direct TV thought that this practice was reasonable. If someone calls up a store, is quoted a price, makes the drive out to the store, and talks to a rep while at the store, and is waiting on this piece of equipment in order for something to work, and is the told at the register that it is double the price, I think most people would feel that is predatory business practices, and leave.
When I suggested to Direct TV that I get the quotes in writing first and decide who I want to install my cable, they asked me if I thought it was reasonable to cut them out of the deal, and I retorted, do you think the extra $60 is going into YOUR pocket?
Yes, I think it’s reasonable when I have someone drilling into my siding, stapling into my drywall and doing something not to electrical code that I DO HAVE a choice in whom I pay and WHAT I pay for that service.
I have had Direct TV since 2000, and in the last three years, I have never seen such customer service gaffes from a company. I explicitly went with this company due to the same stick-it-to-ya practices that cable was engaging in….
Now….I’m not sure I’m going to have satellite service again. What crap - if I ran my business as such, I wouldn’t have customers, and I’d be reported to several governmental agencies and sued out the yin yang.
Unfortunately, the only voice with have here is with our dollars and who we decide to give them to.
Try complaining here: if enough of us do it, maybe they’ll listen:
Senior VP Ellen Filipiak
Direct line (310) 964.6508
DirecTV Corporate Offices
2230 E. Imperial Highway
El Segundo, CA 90245
Attention: Office of the President
Chase Carey President & CEO
John Suranyi President Sales & Service
I completely agree with the lack of proffesionalism that I recieved from this company. We have been customers with them for more than 13 years and have always paid our account on time.
The last times that I have called to speak with someone, I was blantantly called a liar and was treated with total disrepect by several of their representatives. No one would address my problem and extended our "commitment" with out any authorization. When I asked questions from different representatives, I was given completely different answers. When I asked them to produce "paperwork" to substantiate their claims, they told me that this was not possible and there was nothing that I could do and then hung up on me. Also, even though I have ducumentation to prove that I had previous calls to them regarding my issues, they again called me a liar.
I will be taking this company to task for treating me in such a unprofessional manner and urge others to not go with this company for their provider.
Kay
I did some leg work & located their corporate office number which is [protected], try to call them. Explain the issue in a calm manner (don't be ### or angry) & explain why you think it's unfair & see if they will be able to assist you.
Generally that would be the final step with the company to get the charges reversed.
Pablo
awful company!
Everything is great the first year, then after your contract is up, they of course raise your rates, and when you try to cancel, they only give you seven days to get their equipment back to them. They shipped the boxes by fed ex on 3/14, I canceled on 3/12, it's 3/17 I still have not received the boxes, I just told the jerk customer service idiot that there was no way I can get the equipment back to him in seven days, and all he could say was I haven't been charged yet, of course not, it hasn't been seven days yet. I told him flat out I wasn't paying, and he said Alright, then I told him to have a nice evening A-hole.
All their customer service people are rude and have bad attitudes. Do not go with directv. Plus, they don't want their stupid dishes back, only the receivers and remote controls, what am I going to do with their stupid dish.
The complaint has been investigated and resolved to the customer’s satisfaction.
I subscribed to Direct TV on March 29th after my request with Dish Network to reroute my dish wiring through my bedroom window to comply with our condo association's regulations was declined without charges. I got the Preferred Choice package which includes TFC, HBO, STARZ and Showtime for $62 per month for the 1st year and will go up to $72 per month thereafter plus the $6 Protection Plan. I was also in their website during the subscription process and the Preferred Choice package was not shown in the options since I was told it's an international package. I specifically asked (confirmed 3 times) if the Military is included in the package and 3 times I was given a "yes" answer. Concluding the deal I was given a 12PM to 4PM time window that the Direct TV technician will arrive to install everything. I took a half-day off from work to make it happen and 4PM past, no technician. After several follow-ups with Direct TV the technician finally arrived @ 5:50PM. Everything were going smoothly till after the 1st TV was operational, I started to check the channels and found out that the Military channel is not included in the package. I called Direct TV and was told that the Preferred Choice package I subscribed for does not include the Military channel. I reiterated the deal I had on March 29th and the rep I was talking with offered me the missing Military channel but a completely different package altogether. Price went up to $98/month for the 1st year and will increase to $133 thereafter. I called for the complaint @ 9:35PM PST and the technician have not finished installation yet. I was threatened to be penalized $20/month for 48 months, the length of the contract if I will not confirm cancellation at that very moment. I was also charged $25, as a deposit, which I was promised, will be reimbursed to me in my 1st month's bill. Given no choice I had to cancel because the contract I agreed upon on March 29th was completely modified.
Direct TV's deceptive practices to consummate the sale are unacceptable. They will revise the package which will jack up the pricing and the threats you'll be given to give in to their altered offer on the package will make people agree to their terms is unacceptable. I wish to put a stop on this approach of Direct TV and penalize them for continuing to threatened people of penalties despite their deceptive practices. The installation was completed @ 10PM PST, March 31st and I cancelled the service 25 minutes earlier.
The quality of the signal is terrible. If it rains in the slightest amount, I can plan on listening to the radio for the evening.
When I expressed my concern about bad signal in rain to the agent when I purchased the service, I was told that they improved the quality of service and she only had problems in serious weather conditions. What a crock!
When I call and complain, the person at customer service says that loss of signal is normal. They walk me through the normal tests then say that the dish is misaligned. They suggest sending out a service technician. Think there will be a charge? I will ask for assurance that there will be no fee for a service complaint.
Must be nice; no signal you pay. Don't pay, they turn off the service. They turn offthe service, you still pay. WOW!
terrible experience!
For the past 5 months, Costco & Directv have been running a joint promotion. If you sign up for Directv at Costco AND you purchase a 30" or larger HDTV, they'll mail you a $200 Costco Gift Card. In late October, while I was in the Costco store, I signed up for Directv, with a HD Receiver, DVR, etc... In December, 2007, we purchased a 47" Vizio HDTV. I...
Read full review of DirecTV and 14 comments
damaged our roof during removal
We were loyal customers for DirectTV (Account Number: [protected]) for 2 years since 2005, and here is what we got from them after we decided to cancel the service.
September 26, 05 we subscribed for Directv services with a commitment of (no cancellation) for 1-year ($5 discount for first 6 months + 3 extra channels for free)
June 20, 05 - Directv technician Mr. Daryl came to install receivers for 2 TVs and satellite dish. The technician expressed concerns that many trees surround our house and the only place to mount the dish is the top of our roof. Daryl never disclosed information that Directv is not responsible for removing the dish, and that we 'own' it.
February 7, 08 - we have had enough with poor tech support from Directv, and decided to cancel the service.
The customer support person Mr. Isaak (ID #[protected]) was not too friendly about it, and insisted that we would have to pay a penalty for canceling Directv service.
February 15, 08 - we decided to apply for help to the Directv online customer support. We asked why we were charged the penalty for canceling, why we still did not have the partial refund, and where was the FedEX box to return the equipment back as requested. We also asked to remove all directv devices from our property including the dish from the roof.
February 16, 08 - Directv representative Warren A. (ID [protected]) replied stating that Directv leases the equipment to us ($4,99 per month), and threatened with more penalties ($965) if we don't return it. In the same email, he also wrote:
The complaint has been investigated and resolved to the customer’s satisfaction.
scam on bundling services
offered contract by cinci bell to switch serv from time warner cable to cincin bell and direct tv-contract prices and promises not kept/direct tv will not honor the contract at all and is charging me over 100 month just for the satellite tv alone-cinci bell has no recourse against them. The contract i signed was bogus. This is going to cost hundreds of dollars to get out of. when I complained direct tv shut off my service. I have no tv now and hundreds of dollars of bills and no way to stop this company-trying to switch back to time warner but just got message that cincinnati bell put a freeze on my phone number. Let's be clear-i am not late on my bill-they just shut my service off. Everyone lies to you and no returns phone calls. They said they can charge whatever they want. And guess what-unless i get an attorney-they can
Yes they do lie. Though my complaint is not with direct Tv. I was promised a rebate when I purchased 2 phones 200.00 dollars for each if I signed a 2 year contract. I filled out the paper work and mailed it in but I am still waiting. Also when I call about my wireless bill being to high the next month my phone bill is 25.00 higher. I too am so fed up with that company. I guess they think they are dealing with a bunch of idiots. Will I am tired of being taken advantage of by these large companies. I hear nothing but bad stuff about them anymore. So I emailed them a letter saying to drop my wireless service due to them not keeping up there end of agreement. They can put a freeze on my number I don`t care. They are not the only phone, internet and wirless company around. I will go else where.
Tired of being sick and tired of there business.
March 27, 2010
On the same page.
Be aware !
Cincinatibell = Bad Company + Bad service + No reply call to consumers
In the end, I am happy to switch Timewarner Bundle instead.
same problem here, its a lie the contract is for 24 months so were stuck wit it for now...SCREW DIRECT TV THEY SUCK
I agree I also got scammed they offered the bundle for 23.99 and then they charged me 72 dollars and change and they said that we should have gotten a coupon that gave me 50 % off the regular price but it had to be received within 60 days of activation to get the offer. I talked with CB and they said that it had no agreement with DTV and I should talk to DTV. I did and they said it was to late the 60 days had elapsed . Well I agree CB has no control over the costs but they sell you the bundle and I also found that the DSl was not yet in my area so I changed for nothing. I asked about their wireless card and their Account Exec. told me it was junk not to buy it because it had no range. They also screwed up my business phones and it took over a month to get the DSl working.
I agree 2oo percent I had the same exact problem with Directv and Cincinnati bell. Cincinnati Bell told based on information posted on their web site that if i switched to their bundled service I would get all the movie channels with the exception of Cinemax for 12 months free, when I recieved my first bill and it only indicated 4months I called Cincinnati Bell with my concern and they basically blew me off and said it was ok, and would automatically change in the system. Well that never happened and when I contacted Directv who sends the bill every month told me this is not the information they have for my account and there was nothing they could do on their end and that I should get in contact with Cincinnati Bell and have them reimburse me. That never happened and now I keep getting the run around. Would not recommend anyone doing business through cincinnati bell for any services they have no control over.
false information
When i originally agreed to sign up for Direct TV there was a promotional advertisement going on now that i've gotten my services installed and i received my billing statement the price that was told to me is not what im being charged i've spoke to two representatives in which one said that I may have been incorerctly billed so she would transfer me to a supervisor whom i spoke to and basically was told whomever initially set up the account gave me wrong information and i was wasting my time because there is nothing he could or would do to correct the false information that was given to me.
I am completely unsatisfied with the way the situation was handled I spoke to three different representatives from Direct TV in which all of them have given me different informaton i fell as though they tell u one thing to get you to sign a contract and then bill u for whatever they want and that is totally unaccetable and i would like to get this matter resolved a.s.a.p.
Direct Tv is very misleading .
When you talk to the sales team and set up your account they dont tell you that in order to get the refferal reward for some one that recomended you you have to set it up before you sign on the instalation. That is also the case for there Rebates. and when I gave them my cridet card information for a one time payment of $19.99 service fee to start it up they billed me for $57.99 a month in advanc and took it direct from my account, They also set it up as a direct with drawl from my account for the rest of the payments .
I contacted customer service and the reply was " You should have read the fine print" and " To bad what it is is what it is "
I'm not done with this yet .
I signed up for direct TV about a year ago I think. I was quoted an amout with several specials offered to me for leaving cable and going to Direct TV. I bought the DVDDR with a discount also. When the installer came to my house, he hooked eveything up. When he was finished he called a representive at direct and she went over the EXACT AGREEMENT that I had agreed to. There was no problem. The next day the channels were not all working, when I called Direct TV I found out that I was now signed into an agreement that cost more and didn't have the package I agreed to. I made several calls, the customer service was very rude, would not help, actually said there was no package even offered that I had agreed to. After the rudeness, no help from the customer service and now I didn't have the package I agreed to, I canceled my service after three days. I then was charged a bill for breaking my contract. NOTE: The contract and service that I never agreed too. Several months later, Direct TV told me if I mailed my DVDDR back my account would be cleared. So I mailed back the DVDDR that I paid for and owned, and now I have a collection agency calling morning, noon, and night. Can you please correct this problem for me. If I have to pay anything, I want my DVDDR mailed back to me, Thomas R. Bergstrom, phone #[protected]
dvrs are horrible as is customer service
I was a customer in love with directv. Never had one problem in almost four years. I had the wonderful directv tivo box. While paying my bill online, I noticed that directv were offering boxes that held up to 100 hours. My old box only held 30. So I decided to "upgrade". And while I was at it, I decided to have a dvr installed in our bedroom as well. So directv sent me a box for the living room, and scheduled a tech to come out to set up the bedroom.
Worst mistake ever!
I did not realize before it arrived that this “new” box was not a tivo, nor was it new, but refurbished. I was sent the r15 100. It was clearly not a tivo; the features could not even compare (where is my season pass? My wishlist?)! But I figured, ah well, I will learn to love this as I loved my tivo.
Unfortunately, before I could start this new affair, the box crapped out. Right away it gave me problems: black screen where recorded shows should be, freezing, etc. After hours and hours on tech support (resetting, re-downloading updates, finally re-formatting the hard drive - in which I lost all the shows I had been able to record), directv finally said they would send me a replacement box.
However, before it showed up, the installers showed up to hook up the bedroom. Now - while they were setting the room up for dvr, this room already had the regular directv box in there. So when the guy from ironwood communications tells me he needs $75.00 before he will start work, I was confused. He mentioned something about having to wall fish and that being the cause for the charge. I felt it was odd since I had been promised “free installation” but ah well, I wrote him a check. He does the work, while the “new guy” he was training did god knows what. He sends the newbie out to have me sign saying the work was complete, and while doing so made some off color comments to me. At that point I just wanted them out. They leave, and I realize there is no mention whatsoever on my copy of the receipt that I paid them any money or that any special work was done. Then I get to thinking, what the hell did they do that was so special? Wall fishing? Uh, there was already a cable going from the satellite to the old box, didn’t they just follow that? Eventually we were able to get ironwood to shred the check, but I was still feeling a little ripped off.
But then, the next day, guess what? The same damn problems start happening in the bedroom. So I call directv and ask them to send me a new box instead of another refurbished one, since so far, the two they had sent me were both faulty. They informed me that was not going to ever happen, if I wanted a new box I would have to purchase one (what was the $99 for, since I guess I am leasing these from them?!) and mind you, this is after night after night of dealing with tech support and lost shows. They do tell me that should any more problems arise, I will be assigned “case management” so that I do not have to jump from tech to tech every time I have problems, and will be given one person who will know who I am and have been going through. That is great, but I hope the replacements will just work as they should and I have no need for any more assistance.
Now, I might also mention that every time I have to unhook one box and hook up a replacement, it means losing any shows I had in my playlist. It also means having to once again set up the prioritizer, remotes, etc. And it means having to wait for the guide whiles it s l o w l y gets the correct info. All of which is taking time and losing shows.
So they send me a replacement for the living room and a replacement for the bedroom. The replacements are r15 500s. The living room one is another refurbished one that is all scratched up, but luckily the bedroom one came brand new.
Everything was fine for about one and a half weeks. I was finally adjusting to life without the glorious directv dvr, when bam! The living room box freezes in the middle of a show. I had to unplug the box to get it to come back up. I hoped that was the end of the problems, but of course lmao, it was not. Two nights ago, I happen to walk into the living room at 8:55. I look over at the box, which should have the “record” button lit up as it was supposed to be recording two programs at 8:00. But of course, the whole box is dark and unresponsive. So I reset, and get the blue “hello” screen. Then bam! Back to black. I reset again and it finally comes on, but of course, I am out of luck on my two shows. I also notice that the 2 shows that were supposed to record at 7:00 actually did not start until 7:12, meaning I missed the 1st ¼ of them.
I am really upset now, because once again, I have lost shows and am having to deal with a crappy product. I head to bed, making sure the box is working. Then last night, I get home from work, about to head out to dinner, when I notice that the box is once again dead. I reset, reset, reset, make sure my shows are all set to record, and then I call directv. I explain the situation, and also mention that I would like to have the case management set up, especially since it took going through 3 techs before anyone was willing to help me. 1st, he asks me if the box is plugged in. Seriously. Can he not see in his computer that I have been through the ringer and have tried all the steps before I call? But whatever, not too big of a deal. Then he tells me as far as the case management goes, no problem, he will set that up and be right back. But of course, when he comes back, he informs me that I am not eligible for c. M. (even though I was previously told I would be) he says all he can do is send out a tech to see what the problem is, and that he will bring a replacement box. I explain that would be fine, however, I do not want anyone from ironwood communications coming into my house ever again due to the last incident. He informs me that they are the only company in the area that would be able to assist me (really? In the whole north bay?) then he offers to just send a replacement, if I am comfortable hooking it up myself - which of course I am, I have already done it a couple times by now. And since I am now late for my dinner plans, I say fine, let’s just get this done.
So now I am ticked off about my ongoing drama with my once beloved company. I push past it though, and try to enjoy my dinner. Once I get home, I am relieved to see that the box is still up and running. Until I check the playlist… and find that survivor is missing. I guess the dvr just decided that I did not need to see it. You know, regardless of the fact that it is the top show on my prioritizer.in the history list, not even a mention of it. That is bad enough, as I am ready to throw the freaking box out the window, but then when we sit down to watch lost, about 10 minutes in, the box shuts down again. So, knowing the drill by now, I go and hit the reset button. Nothing. So I repeat. Nothing. This goes on for about 5 minutes, sometimes the box coming to life to say hello, and then shutting down again, other times just ignoring me altogether. I finally unplug it, let it sit, and then plug it back in. It comes up, and we have no more problems the rest of the night. Oh, except the fact that one of the shows I was recording when the box shut down, is now completely gone, not a mention of it anywhere.
And now today. As I get ready for work, I head to the living room, and find that once again, the box is dead. I do my little song and dance with the reset button, and the power cord, but alas, nothing. So now, I am without a working box in the living room.
Will I be compensated? Hell no.
Will I have to continue to pay for service while I wait on the replacement to show up?
Of course.
Will the replacement be another refurbished piece of crap that will in almost certainty screw up again? I would bet on it.
I might also mention that over the course of all my phone calls with tech support for each of the boxes, I have spent about 10 hours of my time and energy. When I asked a supervisor about any kind of compensation, he said all he could do was give me $5.00 off my showtime for 3 months. Wow! A whole $15.00 off! So basically, my time, energy and such is worth a whole $1.50 per hour. Thanks directv! Thank you so much!
How about this - if you are cutting ties with tivo, and are going to offer your own dvr boxes, how about you make sure they damn well work before you send them out?! How about you don’t dick me around by sending me refurbished box after refurbished box and give me something that has even a chance of working?
Or better yet, how about you let me hook up my trusted tivo again, and not charge me the $150.00 fee you say you will. I mean, crap, I agreed to another two years with you before I realized you were going to make my life hell, so you could at least do that.
Or wait, I know, what you really could do is check yourselves, and lick tivo’s heals in hopes that they will take you back. If I had not agreed to the 2 more years, you can bet I would be long gone.
All I want is a product to work the way it is supposed to. And if said product fails to do so, that the company behind it remedy the situation. And if they cannot, then they should not be charging me for said product.in the whole time I had the directv tivo, I never had one problem. Not one! Isn’t that pretty much how things are supposed to work?
Throughout this entire thing, I have remained calm, and friendly with the techs. I have not become one of those irate screaming customers, because working in customer service myself, I am fully aware that it is not the techs fault for the company’s bad business. However - the buck now has to stop somewhere. I am livid and will be getting results, however I can.
All I wanted was to expand my hours from 30 to 100. That was it, simple and easy. And now I just want to be done with it. The pure and simple fact is that I am paying for a service that is not working, and that sucks. I want a resolution.
If you have read this far, bless you :> if you have any suggestions on how I could handle any of this, please let me know. I would greatly appreciate it!
Have a great day, and may tivos be bestowed on all
Just to let everyone know- I spoke to DirecTV, and they have solved their problems with TIVO! HOORAY! It will be some time before they have box ready, but better late than never!
I am the original poster, and this is what ended up going down...
After I posted this, and sent DirecTV another email in complaint, I decided to remove the DVR from my living room. It was dead and no good to me, as I mentioned before. So I put my Tivo back in, called them up and got it activated. They tell me no problem; they will send a recovery kit to get the box, and to just refuse the replacement they had already shipped. I also made sure to ask if I would incur any sort of penalty, and ws told nope, nothing.
Then, that night, I get not only one, but TWO calls from Case Management. The first call came in as I was just walking in the door, so I missed it, but then they called back about 20 minutes later. It seems I have magically been deemed worthy of Case Management! A little too late, as I am beyond done with their piece of crap refurbished DVRs, but OK, let’s see what happens. So I explain that after I was told I was not eligible for Case Management, and my 3rd box had died, I re-installed my DirecTV Tivo. I question why I was told that I did not qualify the day before, and now suddenly did. The tech tells me that the rules have changed, and I just DID qualify now (uh, ok… perhaps because you have had similar complaints/ problems? Whatever). He asks what I would like them to do for me. I tell them I just want something to be done to show that they recognize all the [censored]e they have put me through. He agrees, and in the end, we settle on $10 off my bill for the next 12 months, and 3 months of free movie channels.
At this point, I am pretty satisfied, and figure the nightmare is finally over.
Turns out I am wrong again.
I notice my bill stating that I have to pay the $99 for the DVR. So I call to request that this charge be removed or credited, as I have returned the box and am back to my DirecTV Tivo. The “lady” informs me that the charge is an “Activation Fee” and cannot be removed. Well I know this is BS, but I decide to let her in on all the fun I have been having with DirecTV, the 3 receivers I have gone through, the rude supervisor I had spoken to, my dance with Case Management, etc. She then tells me that, get this “Miss’ you have never spoken to a supervisor”. WHAT? WTF- Does it say that on her screen? OK, I tell her again about asking that I receive new boxes, instead of refurbished ones, was transferred to the supervisor, who is the one who told me that I would never get a brand new box unless I bought it. She just keeps repeating that I never talked to a supervisor. At this point, I am getting really pissed. I know that they can remove this charge, and I know that I either spoke to a supervisor, or DirecTV lied to me when I asked to be transferred to one. Besides that, I ask her how is it that I returned the box, yet am still being charged this fee. She insists that it cannot be removed. Once I activated the box, the charge sticks. ARE YOU KIDDING ME? I tell her that if I had known that the box would not work when I plugged them in I NEVER would have activated them. She pretty much laughs and repeats that the fee cannot be removed. She says you activated it, and then you CHOSE to send it back, so the charge sticks. I say, “I CHOSE to send it back? Uh, the frickin thing did not work, which is DirecTV’s fault- not mine. I played the runaround games with your company over and over and over, asked to be sent a new box to avoid it, was teased with Case Management when I needed it, was jerked around every which way till Sunday- how much is one customer supposed to take?! At this point she is having the time of her life repeating that the charge is not gonna come off and giggling the whole time. SO… I ask that this “lady” transfer me, because she clearly does not want to help me. She tells me that I am going to be on hold for a long time, but that she will do it. THEN, and why am I surprised, THE HAG HANGS UP ON ME.
The end of the story is that I called back, finally got someone who would try to be helpful, but the same result. They are not going to remove the $99 from my bill. This is utter BS and robbery. But I guess their tactics work, because at this point I am too exhausted to try and fight with them anymore.
So, I get screwed out of $99, hours of missed shows & season finales and my time, but get $120 in discounts ($10 p/m for a year) and 3 months of free HBO etc.
I HATE Directv with a passion. I have been a loyal customer for over 14 years now. I remember when us Directv customers had to buy the premium movie channels through a different company, USSB. That's how long I have been with them. In fact, my first argument came when Directv bought the rights to the premiums (HBO, SHOW, etc) and even though I had paid my bill to USSB for my HBO, Directv charged me again for the same service in the same time period. After hours of arguing back and forth with both companys transferring me back and forth to each other, I hung up, threw the phone against the wall, and cried for hours. They STOLE my money. I have brought 3 new customers to Directv over the course of the 14 years and since it was before the whole refer a friend thing I have never gained a dollar from Directv for this. I have spent approximatly $2000.00 over the years for their equipment and have never received a thing from them without it costing me a fortune. My mother who I introduced to Directv 12 years ago is having an HD DVR installed tomorrow through Directv WITH NO OUT OF POCKET COSTS WHATSOEVER. They are upgrading her with a free HD DVR. When I called they told me it would cost $100. Mind you, I have never been late for a payment ever in 14 years. I could understand if I had but I am not understanding what is going on. Why is she a more valuable customer than I am? I have been with them longer. I am not under contract and I never have been so I am now going to be canceling and going with Dish Network. No cable where I live. From the sound of this board it seems that I wouldn't want their HD or DVR service anyways. And their customer service is NON-EXISTANT. The CSR's are only there to make your life a living he**, and drive you crazy in the process with their stupidity. Maybe not all of them but so far at least 99%. Good luck finding the 1% that will help and also have the knowledge to help.
This does not bode well. I have put up w/ a freezing older model Tivo DVR (R10) for the past 4 years. Easier to push the reset button than waste 30 minutes of my time when all my son wants is to watch his shows. I didn't want to call because of the horrible customer service and and when I did they said I hadn't complained enough times to warrant a replacement. Finally, this past week they saw exactly how old my dvr was (or maybe I annoyed them enough) and offered me a replacement (it was probably on a refresh list it is so old - I have been a customer for 14 years). Just found out today that it is an R15 100. After reading these posts I will be on the lookout for problems w/ a refurbished unit and probably irritated w/ a non-Tivo unit. The rep did tell me that there should be a new Tivo unit out soon (before Spring), since they have worked out their issues between the 2 companies. She suggested I order one as soon as possible (probably at a $199 or more charge I'm sure).
Hello, im a tech for Directv. and yes, i must agree the customer service sucks and even for us tech they suck...but when your company outsource to these mom and pop installation company you are going to get the mom and pop service, which is not good. Because i work directly for Directv, we as techs have to go back and clean up the mess these installation company left behind and we get blamed and cursed out for the job that they did. also, for these installation charges that are not free, yes, its true...You have to pay for any custom work such as; wall fishes. that is not with the free installation. Directv is a great satellite company but its sometines the people that makes it a bad company. Please do not give up on my company...We have packages that no other satellite or cable company can offer. i apologize to the customers that got the run around from customer service. Please don't let them run u away from a great satellite company. Directv Tech (female) MDP
I thought Directv was going to be great, I could not have been more wrong and can't wait until my contract is up. Their customer service is useless and the hold time when you call is as bad or worse than cable. I plan to go back to Time Warner cable because even though it sucks too at least I can swap a defective DVR at the local mall. Don't believe people when they tell you how good Directv is - they have been drinking the Kool-Aid.
I JUST WENT THROUGH ALL THE SAME STUFF ON HERE FOR (2 YEARS OF CRAP) AND RECENTLY GOT A NEW BOX UPSTAIRS AND IT JUST FROZE UP ON ME. THEY REPLACED THE STALITTE DISH AND THE OUTSIDE HARDWARE, CAN THERE BE ANYTHING WRONG WITH MY CABLES? SINCE THE REPLACED MY DISH IT DOESN'T SEEM TO BE AS BAD? 3 OF MY TIVOS WOULD ALL RESET/FREEZE AT THE SAME TIME, NOW IT SEEMS TO BE ONLY DOING IT ON MY UPSTAIRS DVR BOX. ANY IDEAS OR SUGGESTIONS. I REALLY WANT TO SWITCH TO U-VERSE BUT IT IS NOT IN MY AREA YET. WHAT ELSE CAN I TRY? PLEASE HELP THANKS JOE
OH NO---GREAT---DONT LIKE WHAT I AM READING HERE--- we just noticed that we have lost everything in our "playlist" dated prior to 08/11/08--however--we still show only 17% available storage---are the shows still in there somewhere?--if they somehow got deleted our available memory should be over 80%---can I get them back?-- I have the DVR fromn direct TV that was installed about 22 months ago--I'm at work and dont know exactly which model--but am extremely disheartened by what I am reading----
If the problems are with the R15-100, see what DTV will charge for an upgrade to their newest DVR as there have been many documented R15-100 problems. Just like an old car, sometimes it is better to upgrade to avoid same model problems.
If a problem arises write down the name of the supervisor, time and date. If installer is late past the 8-12 time you were promised, call and DTV installation dept. will verify and you may qualify for a credit on your DTV bill. If you have difficulty with not getting help, hang up and call back as you will get a different person. Explain you just called and need someone to help you explain or understand better. If installer takes money, always write it down on what they wish for you to sign saying service is completed. Write down how much and what the service they requested money for before you sign. As far as getting a new system upgrade, you may be eligle to get a new upgrade for $99 if you speak with a supervisor and if you have been a long time DTV customer. With so many verfied problems with refurbished, I would think a supervisor in technical could work with you on getting a new upgrade and get their newest DVR.
I just had this happen, I have been a Direct Tv customer for several years also. I just upgraded to HD ($99 for the HD reciever) and man oh man, I dont know what happend to there survice or if it always been like this but man. The installer was 4 hours late from my 8-12 time frame they gave me so he got there around 4pm. He wanted to charge me $100 for installation, after wasting 8 hours of my day waiting for this guy, I was already pretty ticked off. So I let him know in a loud way that I am not paying that and I got on the phone with Direct Tv, they did let him know that the instal was free and he finished the work (4 hour later and several calls to someone for instructions on how to do things) later. When he left I noticed he had the box set up wrong. Thank god Im tech savy, I fixed the problem and my HD looks great. Now, on to the next problem, I decided to move and after I found a place I called all my utilities to transfer over like a month in advance. Got my directv scheduled for the same weekend that I would be moving. Had the TV and everything setup and ready to go. They never show up, I call Direct TV and hour before the deadline they gave me and told them this had happened before and I just wanted and ETA. They checked the system and nothing was inputed. So when the time was up, i called again. They said give him another hour they will try and contact the installation company. About a half hour later the installation company called and informed me that the tech had broke down and would have to reschedule. I set that up and called Direct TV. Since this happened to me before and I know there is a $100 credit if the tech doesnt show up. I let them know the tech called but after my scheduled time, I want my $100 credit, the put a suprevisor on the phone and he says that I dont qualify for that because they said they tried to call earlier and there was no answer. Hmmm, I was home waiting, I got the call to reschedule. So after argueing and getting loud with the superevisor i did get my HD service free for 6 months. OK, the third issue; I called Direct Tv to get some information about the HD DVR and to my surprise they dropped $100 in price from $299 to $199 and they offered to split it up into 3 payments. I said great lets do it, but I had to start another contract, well I had to when I moved in order to get the free installation, so it only been a month so OK. I order the box and they shipped it to me. I get the package a few days later and open it, there was the HD DVR, instructions and the power cord just thrown in the box. The instructions and power cord werent even in plastic, they were just laying in the box. So I grit my teeth and proceed to install it, I clear off a shelf, manuver the box into my entertainment center, plug it in then I look in the box and its empty. No HDMI cable or any type of cable to connect the DVR to the TV. I call Direct tv and after that damn annoying voice activated recording I finally get a person, then give them my phone number after telling the recording, then my name; i explain the probelm and they said they have to transfer me. I get transfered and I give my phone number and name again, then explain the problem. The lady says, let me get you to my supervisor, AHHHHHH! He comes on the phone and I have to verify my phone numeber and name yet again and explain the probelm. At this point I am very ver very pissed. I tell him in a shorter more annoyed and frustraded mad way. I tell him that they sent me a used box, and incomplete at that. He kinda brushed it off he said he can credit $30 for the HDMI cable and send me the B-Band coverters that are required for HD programming. So those finally come, I hook everything up, I got picture woo hoo. Now for number 4, I am watching my new or used HD DVR the pictures great and the sound is also, then the sound goes on an off continuously, the the picture freezes. Im like, OK maybe the signal got lost for a sec, I check the signal stregnth and its at 90% for A and B. I reset the box via the red button, then after the load tv is back. Then it does it again, this goes on all day. Im hoping it will go away cause I really dont want to call direct tv. Needless to say, it doesnt. I get on the phone with direct tv and go through the same routine as stated above. Now im on the phone with a Supervisor, I explain what is going on and let him know that I was sent a used HD DVR, he also brushes that off. He says to me, he will send a tech out and make sure its all connected and setup right then take it from there. I tell him to make sure the tech has a replacement HD DVR so incase it needs to be replaced. And he said he will put that on the request. Now the teck arives within the scheduled date and time and looks at the DVR, he goes through the set up, looks at the dish and says everything looks good, the DVR will need to be replaced. He said I have to call and reorder one, I explained to him that he should have a replacement with him, thats what I requested and Direct TV put on the request. He said OK, let me call my supervisor. This had bad news written all over it. He now says he cant give me a brand new one, I have to call DTV and order a replacement. I thought this to be kind of odd, so im like OK. Im ready to cancel. He goes on his marry way and I get on the phone to Direct TV, go through the motions and get a supervisor. I tell him and make sure hes hears me, that this DVR is used. He said whether he meant to or not, that existing customers get used or refurbished items at a new price and only new customers get new items. So I say, thats a great way to do business, get someone locked in a contract the ### on them. What I got out of the conversation that this is pretty much Direct Tv's way of doing business. So after our arguement he breaks down and says he will knowck the remaining payments on my existing DVR and have someone bring a brand new one and install it. So after all that, I will no longer purchase anything that will make my contract longer. I am going to cancel the first chance I get.
But you're an "A-List customer".
online signup
Tried to sign up for Direct TV online. I got a screen that said there was a problem with my order and to call and gave a phone number. I found, when I called, that there was no problem, they just wanted to tell me that the first month would be $10 higher and that there would be a $21 fee for something.
None of this was on their website. I told the rep that their website was deceptive and to cancel my order. She just kept right on talking until I hung up.
I will do without satellite TV before I will do business with this company.
Please stand up together we can make a right thing
We will open a campaign to force Direct TV to provide their services to consumers rightful and Direct T V should obey the fed or/and state regulation that should protect consumers. Direct TV, They are running a big scam right now by giving out misleading information and flyers all over Medias. By many and many scams from Direct TV’ false advertisement, wrong billing, poor and incompetent customer service, Unauthorized over charge, cancelation fee and 24 hours only policy for cancelation, Harassing calls, scam selling, roof damage and more to notice. It is ridiculous for consumers that are allowed only 24 hours to cancel the services from the first day installation if consumers are not satisfied.
We need stand up together to ask our Congress representatives, our senators, our local force law force, our State General Attorney to sent a clear and strong message to Direct TV. We want State and Federal open investigation on all over Direct TV misleading services to our consumers for many years. We should not allow this happen in our society today.
We will collect all the problems you have, are facing with Direct TV and we will sent letters to all official agencies and Congress. Please have your name and address if applicable.
Best Regards
Kent Phh
[protected]
Student6991@yahoo.com
free & 30 trial!
I am disputing the charges from DirectTV for $477.85 on 1/26/08. On December 13th 2007 I had DirectTV installed in my home. The reason I tried DTV was because they were doing a year-end promotion. The promotion was $39.99 for one year with a $20 off coupon per month for that time. They also had a 30-day return policy for this promotion. Obviously it was too good to pass up so we had it installed while keeping our regular cable company just in case since we had thirty days. On December 25th I emailed them (emails attached) to cancel the service, within the 30-day trial. I then saw on January 26th they charged me the above amount. I called and talked to Clover who stated I was correct and she would forward the email to the Management team for evaluation. I followed up with a email on their website inquiring about all this and never received a response back. Of course, you cannot get a copy of the contract you originally “signed” on line at the time of sign-up. So it is hard for me to prove this since it is not available to me.
This practice is unacceptable by DTV and I refuse to give them what they are NOT due. They are a bunch of lying thieves and no one in the legal system seems to care!
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