I have nothing bad to say about DirecTV or their website. They really do everything they can to keep long-term customers happy. I have only dealt with two bad customer service reps in my years as a customer and those situations were quickly handled when escalated. The billing portion of the site is perfect and gives a detailed description of every single transaction, the live TV feature on my phone works flawlessly and makes it really easy to record things when I'm not near my DVR. I highly recommend the company to all my friends - better than any of the "others" out there, that's for sure ;)
No blackout games for NFL Sunday Ticket and great iPad 2nd screen experience! No blackout games for MLB Extra Innings! Great service, channel selection and competitive pricing. Unfortunately, not supported in all areas of NY, apartment building rules vary greatly and most bar satellite dishes from being installed.
So here we go...
We recently moved from a residential area to a military installation. When we moved in we told the housing office we were transferring our cable service which required installing a satellite dish. They knew exactly what we needed an issued us a permit to allow the installation of the dish. I called Directv 2 weeks ago and setup an appointment to have service transferred. They offered me the normal promotions hoping that when the promotions app that will keep the "free" movie channels; that's fine I understand sales. They told me my installation cost were waved and all I would need to pay was $21.55 for the installation equipment to be brought to our house. Ok that's fine. We set appointment for the next day, I listened to a recording and we concluded the call.
I received a call later that night at about 9 pm from an 859 number. Sitting around with friends, curiously, I answer the phone call. We were told that our appointment was prematurely setup and that someone named Stephanie would need to come out and spray lines and submit a permit for approval allowing them to dig to install the satellite dish. I informed Carrie Ann That we asked for the permit and we were approved to have a satellite installed. She explained that it was a different permit and that this is the procedure that they follow. She explained that the process would take 7 to 10 business days and that we would be contacted to sign the final paperwork at installation. 14 days has gone by. There has been no contact via call, voicemail or email from Directv. My husband has been asking me why I have not called sooner and I told them is because their service, while affordable, is almost not worth the insincere customer service but they offer. I explained that every time I call the people either don't know what they're talking about or they are borderline rude. But today I braved the call. After 57 minutes, 6 representatives, and 3 transfers, speaking to a supervisor who is clearly under-trained who then consulted a couple of her also under-trained peers, who also offered to wave my fees allowing me to terminate my service instead of a credit for being previously misinformed and forgotten by Directv (This is why companies believe in commission. If it doesn't directly effect their paycheck, they really could care less.) told me that Carrie Ann shouldn't have cancelled my appointment and that she had never heard of spraying line before since they don't dig deeper than 1 or 2 feet to run lines for the satellite dish. She then transferred me to the customer service designated for moving service. I spoke to a girl named Alexis who obviously didn't have any authority to make decisions on her own who after offering me all of the same promotions gave me a supervisor name Whitney who was snide, short and unwilling to offer a solution to turn me into a promoting customer who is loyally staying with the company. She said I would still owe my $21.55 for delivering the dish, even though they never came the first time. I said she can offer me a credit for a different amount of my next bill. Very shortly she said, "No." I asked for her employee ID number and she said she would not give it to me when I was told my the previous supervisor that the ID number is what they're allowed to give customers.
She gave me back to Alexis, I paid my fee, we set up an appointment for tomorrow from 12-4p, I listened to the recording and we ended of the call after confirming with Alexis that my call was recorded.
I got a call tonight from another 859 area code not connecting the dots just yet. I let the call go to voicemail since I was on the phone with my mother. After a couple of hours I thought to myself I should listen to my voicemail, which is extremely uncharacteristic for me. The same Carrie Ann from 2 weeks ago was on my voicemail giving me the same script as 2 weeks ago, letting me know that Stephanie would be out to spray lines and submit the permit. Yeah right, I'll hold my breath on that one. Of course the office was now closed, but I remembered that my husband had written down Stephanie's direct number. With it being 11 o'clock I still didn't hesitate to call and leave a voicemail. If she had done her job the first time I would be calling at 11 o'clock at night.
Being as furious as I am I thought to call customer service directly and voice my lengthy concerns in hopes of a solution.
Once I was connected to Blake, the customer service rep on the phone, I asked for a supervisor or preferably someone above a supervisor. He asked if he could get some information first. I gave him my whole story, not swearing,not yelling, having a very stern voice, but controlling my true feelings I have towards my experience with Directv. I concluded with, "So there's my story." He then told me that the systems are down and he can't look up my account so that I would need to call back tomorrow morning and talk to a supervisor then. I asked him why he couldn't take down my phone number and have a supervisor look up my account in the morning, figure out a solution and have them contact me once the situation is resolved. He said that any supervisor that is there now will not be there in the morning so he can't help me. (Wouldn't his supervisor see the next shift supervisor at change of shift? Riiiight.) I confirmed that my call was recorded thanked him (for what, I don't know) and hung up.
This isn't bad luck, this is a trend. Horrible doesn't describe my service. I will be spreading the word. As as a .military family the word will spread far and fast.
Switched from Dish Network to DirecTv a year ago so my husband could get his beloved Broncos games (we lived in MO). My bill went |UP nearly $50 for the same package (no I'm not including the Super Fan package we paid extra for). It was very expensive to start- even though you're not "buying" the equipment, we still had to pay nearly $500 to lease the boxes for our 4 TV's. Installation was HORRIBLE, the guy was a real moron, drilled holes all over the place and cut the cable so we can't ever use the outlets in our walls again (we also had cable internet and they had to re-run all the cables because of the DirecTV installation). Supposedly the picture is better with DirecTV, but I never noticed. I hate that I have to have 2 seperate DVR's (dish let you have one that ran 2 TV's- also saved on the monthly bill). We have since relocated and put the bill on hold for 6 months (very nice feature). This time the installer was great. Very professional, did a great job, and our TV's work off of the cable outlets already in our walls... no new holes! I still feel like the bill is pricy compared to Dish Network, and will definitely be shopping around once our contract is up. I would say compare the two, they each have specific things they offer (ie Broncos games for us) and watch the installers like a hawk!
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