Amazingly frustrated with DirecTV (RANT ALERT)

[DyerWolf]

I recently switched to DirecTV from cable. I like the greater variety of channels available for the same or comparable price to cable. What I don't appreciate is why DirecTV's customer service agents cannot get my order right without screwing it up EVERY TIME.

I initially ordered their HD DVR package which should have come with 3 months free HBO, Showtime and Cinemax, and a couple of rebates and a free gift. I specified that I wanted them to bring a 5LNB dish when they did the install.

Instead, what I got was two separate installers (one from DirecTV in a DirecTV van, the other some guy with a bad attitude in a dented pickup ) who came out with standard definition boxes and a 3LNB dish. I sent the pickup guy away and told the DirecTV guy to get the right stuff.

After installation, I noticed I got every premium channel, but no HD channels, and the DVR did not work. So I called back.

They activated HD and DVR but cancelled all the premium channels. When I called to ask where my promotional channels were, they activated the channels again, charged me a service change fee and charged me the full rate - not the promotional rate.

So I called again. (Mind you, it takes 30 minutes to 1.5 hours just to get someone on the phone). I got to talk to two nice people - the first one agreed (without listening to anything I said) to put in an automatic cancellation order. When I questioned that, without a word she put me back into the hold queue. Another nice person came on, and this time she fixed everything and assured me that I would get a refund on the overcharges. (Two hours on the phone). And then charged me a prorated service change fee.

So the promotional period ends, and I call to discuss the regular options I want (HD, DVR, Sports Pak, Showtime and Starz). The nice salesperson tells me that with their Premier Package I can get a lot more channels for about the same price. I agree to try it out. (1 hour 45 minutes on the phone). My wife notices that night that we don't get any of the HD channels anymore. Also, many of the sports channels I select (it is College Football season after all) say "Channel Not Selected".

Another 45 minutes on the phone today and now (maybe) they've got the channel selection correct.

I will give DirecTV this: their representatives are courteous, nice and pleasant. They go out of their way to be so. They just don't listen. I would rather talk to a grumpy foreign call center employee ONE TIME if it meant my order was placed correctly THAT ONE TIME.

I still don't have the free gift.

[/RANT]

[Larry Jacks]

I can understand your frustration. Companies who cut corners on customer service are flirting with danger. There's an old saying, "Give me good service and I'll tell my friends. Give me bad service and I'll tell EVERYBODY." Here's offering a shread of hope: I've used DirectTV for years and never had a problem with their customer service or their installers. I hope things work out better for you soon.

The only problem that I've had with DirectTV is loss of signal in a heavy rainstorm or when snow builds up on the antenna (Dish has the same problem). I mounted the antenna where it's easily reached by a broom to get rid of snow.

[Doodler]

I can understand your frustration. Companies who cut corners on customer service are flirting with danger. There's an old saying, "Give me good service and I'll tell my friends. Give me bad service and I'll tell EVERYBODY." Here's offering a shread of hope: I've used DirectTV for years and never had a problem with their customer service or their installers. I hope things work out better for you soon.

The only problem that I've had with DirectTV is loss of signal in a heavy rainstorm or when snow builds up on the antenna (Dish has the same problem). I mounted the antenna where it's easily reached by a broom to get rid of snow.


Feh, customer service is so obsolete in big corporations...I recently had some issues with BGE not sending me my electric bill, so it hadn't been paid. The bill is in my landlord's name, so paying online or any other form of tracking was pointless. I did get the turn off notice...thanks guys, really...

Now, BGE also decided to extend the middle digit to its customers because it only accepts Discover and Mastercard for credit card/check card payments. Again, thanks guys...me and my Visa reciprocate the gesture... So I had to pay be electronic check. Because this might take a few days, I decided to ask for an extension on the turn off (the timing was tight because the turn off was the 31st, I get paid on the first, the check went in on the 31st, figuring it wouldn't clear). Anyway, I go through the automated system, figuring I'd hit a human being who could be negotiated with and could answer a few pointed and direct questions about the billing issue.

HA!! Doom on Doodler. I push 1 for an extension, and the system automatically issues me a seven day extension with a recorded message. Absolutely no human presence in BGE customer service whatsoever.

Thanks guys, I'll take my stinking number now...

[DyerWolf]

Spoke too soon. Back on the phone with them. They didn't activate all the HD channels I'm paying for.

Been on the phone for almost an hour. The nice person tried to fix the problem - I'll give her that. She's passed me on to another person (I'm in the hold queue again).:whistle:

This is like buying a new car under warranty, and the first time I drive it a wheel falls off. When I take it back to the dealer for warranty repair, they fix the wheel, but then the radio falls out into my lap. They next fix the radio, but now the trunk wont close. They fix the trunk, but now the wheel comes off again.:rolleyes: I feel like someone who traded in their old Chevy Malibu Stationwagon for a Jaguar (who now gets to ride the bus while the Jag's in the shop)...

They keep saying that they're about turn on the lights of their brand new satellite. Its supposed to send a bunch of new HD programming. I wonder what will go wrong when they do?

[aurora]

We've had DirecTV for a couple of years, one Tivo and one regular receiver.

We've had zero problems with them.

I feel like I should knock on wood or something.