Over the past three weeks I have watched my service with Direct TV go to complete hell and have come to the conclusion that there is no longer one person at Direct TV who gives a shit about a customers issues. It wasn’t too long ago I wrote about Direct Tv and started to mention some of my frustrations with trying to get a few services up and running.
Fast forward to this week and my dealings with Direct TV have only gotten worse. After I thought I was set up to receive MLB Extra Innings and Nascar Hot Pass and I think everything is going just dandy, I decide to replace two of my older Direct TV boxes with two new Direct TV DVR receivers. My assistant picks them up from the store for me and Sound Decision installs them into the A/V Cabinet and it’s now time for me to Deactivate the two receivers I was replacing and activate the to receivers I had just purchased.
After going through Direct TV’s joke of an automated calling system I finally get a human, the young lady deactivates the two older receivers with no problem, than I give her the Access Card # as well as the Receiver ID #, which the girl on the line ends up asking me for three more times. She tries to add the new receivers to my account but has a problem, she asks me to hold on a few minutes while she works on it, this game goes on a few times and before you know it she is handing me off to the next person.
Now all along I am explaining to the Customer Service reps of Direct TV the problems I had when trying to add Nascar Hot Pass and MLB Extra Innings, they don’t seem to care and continue to struggle getting the satellite receivers activated so I can use them. An Hour and 40 minutes goes by and no one at Direct TV can solve the problem or get the receivers activated, NO ONE. I end up talking to four different people on this phone call, all four of which promised that my call would be escalated and resolved within no time, however no one could give me an estimated time. I wait a couple of hours and call back, I end up playing the same game I played earlier, except this time I was lucky enough to get some moron who was suppose to be a Manager that prmised me everything would be taken care of within the next 2 hours.
I ended up going out to lunch and hanging out with the family, I waited six hours before checking or calling Direct TV back. There was a UFC Pay Per View on Saturday that I wanted to order but couldn’t until the receivers were activated. Six hours later, the Direct TV DVR’s were still not activated, now I am beyond pissed of I have called and spent a total of 3+ hours on the phone with Direct TV with no resolve, listening to a bunch of morons tell me the same bullshit time and time again. I get a girl on the phone who goes on to tell me that my issue was never escalated because they couldn’t get into my account to escalate the issue or manage the account. Nothing like being fucking lied to by a bunch of Direct TV idiots when you spend $400+ a month with them and have every service under the sun. This girl ends up deleting all of my services and putting them on hold so that she can access the account and escalate the problem, she tells me I will now have a call back within 2 hours.
It’s now a week later and I finally receive a call from Direct TV, is it someone to tell me hat they have resolved my problem? Is it finally someone who can get me taken care of? Shit if it’s a week later I hope that’s why they would be calling me, but I couldn’t be more wrong. Instead it was a “Follow Up Call” because they saw that I was a Valued Customer and called customer service and they wanted to see if I was satisfied with the Customer Support I received. I spend the next 15 minutes explaining everything to this rep and along with a big fat applogy came someone else that attempted to try and fix my account but couldn’t, when he spoke to a manager they couldn’t fix it either. Best part is they were comfortable having no answers, no ideas and in all honesty couldn’t care less. I asked for a number where I could speak to a tech with some solid knowledge or a phone number where I could speak to a manager that would have a clue or at least be able to get some answers and well that’s useless because Direct TV doesn’t have any numbers like that or they don’t feel like giving them out, one or the other. Best part about it is that I mentioned numerous times that I was considering Verizon FIOS as an alternative to Direct TV and their crap service and that didn’t really seem to bother anyone either.
At this point Direct TV can shove it up their ass, if it wasn’t for their NFL Season Pass I would be done with Direct TV forever, there was a time in my life where I would have bragged about Direct TV’s customer service and told anyone I knew to go with Direct TV, that time has come to an end, it looks like Direct TV has become what I thought they would become….. To Big for their own good, customers no longer matter to Direct TV, needless to say I still sit here with my Direct TV service NOT WORKING and n o one from Direct TV calling to resolve the problem.
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Direct TV stole $673 dollars from me! They just lifted it out of my checking account. I called and told them I recently became unemployed and I wasn’t currently using the service. I wanted to put my account on hold for 6 months. They set that up and then a month later took fees out of my checking account for not returning the receivers. I called and said, I was keeping the service. They had put my account on hold. They promised to reverse the money back to my account. They told me it would take 72 hours. I called back everyday after that and was told it took 5-7 days. I called again and they said it takes 15 days but they had put a rush on it 8 days ago. Today, I’m told it takes 8 days for them to process it and then a few days at your local bank. Direct TV customer service are bastards!
Twitter: extremejohn
@PO’Reilly holy crap that is a joke! If only the customer service were as good as the service itself, I love DirectTv but calling and trying to get anything done is a complete joke. I wish they would just make every single part of account management available online. Let me hit my own box, let me cancel and subscribe to any service I like or dislike.
I am on the phone right now with Direct TV and depending on an answer I will either remain with them or drop them – regardless of the sports packages – I am that pissed.
We moved into a new home in CA from Colorado. In Colorado I had the older equipment – not the SWM / multi room since we lived up in the mountains where cable was not available. My new home is pre-wired for cable w/ co axial cable – fully SWM compatible. But no one asked me about this, no one mentioned the new SWM system to me and so the technician spend 6 hours running wires and drilling holes all over my home (its in Carlsbad so you have some idea of what it cost me). I had a home theater guy out at the same time to give me an estimate and he asked the tech why they didn’t install SWM – wouldn’t it be easier, he asked? “Sure would”, said the tech, “but we aren’t allowed to up-sell” only install whats on the work order.” Days and numerous calls later I have many apologies, tons of thanks for being a valued customer, and they want to charge me $100 to install the new multi room system – same as anyone else. So if they care so much and are so sorry – what about a hint of effort to put some value on that? I am now talking to a supervisor, who is seeing what she can do…..what will it be? Do I continue as a valued customer or become a cable subscriber and hold out for fiber optics? I will not give money to anyone. And the verdict is……NO……”sir, this is what all our customers have to pay, that’s all I can do for you”. I then called as if I were a new customer and guess what? I could have installation for free and they offered me the same $10 a month off that the supervisor offered for my inconvenience! Direct TV you are done!
Twitter: extremejohn
Oh wow Andy thats a bunch of crap, Im curious to hear how the phone call ended up going with them. It almost blows me away that they win these crazy customer service awards meanwhile the service is brutal.