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Customer No Service and Lies

Discussion in 'DIRECTV General Discussion' started by joe_it, Sep 8, 2011.

  1. Sep 8, 2011 #1 of 33
    joe_it

    joe_it New Member

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    Nov 28, 2008
    Hello Everyone,

    I referred a friend of mine to DirecTV and now I am wishing I hadn't. I have had my share of problems with DirecTV customer no service but I have always been able to get past issues until now.

    A friend of mine moved two states away and moved into an apartment building. Her options were Comcast or DirecTV. I told her DirecTV is awesome, comcast you don't know what you might get. She will be moving every 3-6 months for the next year on contract work so DirecTV seemed like a good option. So she calls DirecTV and this is what they tell her.

    - $60 for Installation, nothing more to pay (paid over the phone)
    - DVR will be shipped to her apartment
    - Call to Schedule appointment when it arrives.
    - One Year Contract

    So she gets a receiver, gets the installer over at her place and low and behold the installer wants $60 for custom installation and another $60 for a pole to put her dish on. So she calls DirecTV asking what is going on, this is not what I was told. DirecTV then tells her she was billed $30 for shipping over the phone and another $30 for installation, but that was for Basic Installation, custom installation is Extra. She is obviously upset here because she was promised nothing extra for the install, but she could live with it. The two extra gotchas was she was promised a 1 year contract (I was shocked to that they would do 1 year) and it was now 2 years, and the DVR she was promised was just a receiver.

    The call to customer service yielded nothing.. She is being charged an extra $120 from what she was charged INITIALLY over the phone, an extra 1 year contract was added over what the salesperson told her, and the DVR she was supposed to be getting is just a receiver. I feel HORRIBLE right now, someone who I care about as a friend was just royally screwed by a salesperson. Customer no service has told my friend we are sorry that you were lied to (the call was recorded and nobody will go and listen to it) but there is nothing that we can do, it is what it is. Not a free DVR or an offer to exchange for it, not a credit to her account for the extra charges that she was promised she would not be charged for, and we are sorry but you get stuck with an extra year over what was promised.

    I have never felt so ashamed of the way anyone has been treated in my entire life. I can't believe that I am still a customer after the way they treated my friend. Does anyone have any suggestions? She has called customer service twice and they don't seem to care. I'm considering opening a complaint with the Better Business Bureau, but I don't know how far that will go.

    Thanks in advance for any help.

    Joe
     
  2. Sep 8, 2011 #2 of 33
    Shades228

    Shades228 DaBears

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    DIRECTV doesn't ship equipment so it sounds like a dealer install. It sounds like it's been a few weeks since the installation or DIRECTV could probably correct it. The new customer agreement has been 2 years for awhile now.

    Next time I would recommend using the refer a friend which goes through DIRECTV and as well getting a better discount for both of you.
     
  3. Sep 8, 2011 #3 of 33
    wingrider01

    wingrider01 Hall Of Fame

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    Directv people will specificly state that any custom work - like wire fishing is an additional charge that needs to be negotiated with the installer, the 60.00 that she was quoted was for a standard installation - aka punch through the outer wall and feed the cable. Not sure about the pole mount, unless it required a special mounting bracket - I thought that there was no additional charge, given the fact you mention it is an apartment, then suspect it did need a special mounting bracket

    Commitment has always been 2 years for a dvr, not 1 year, this is documented on their website. Have never seen or heard of them lowering the commitment time limit for anything
     
  4. Sep 8, 2011 #4 of 33
    SPACEMAKER

    SPACEMAKER Freethinker

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    Not having Comcast is worth the extra money.
     
  5. Sep 8, 2011 #5 of 33
    bixler

    bixler Hall Of Fame

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  6. Sep 8, 2011 #6 of 33
    Justin23

    Justin23 Hall Of Fame

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    Find out what # she called. If it was from one of those flyers in the mail, more than likely it was from a D* dealer.
     
  7. Sep 8, 2011 #7 of 33
    Newshawk

    Newshawk Hall Of Fame

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    Broken...
    What it sounds like is she was originally set up as a multiple dwelling unit customer but somehow things got switched around and she was installed as a regular customer.
     
  8. Sep 8, 2011 #8 of 33
    paulman182

    paulman182 Hall Of Fame

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    I'm not sure DirecTV is a very smart choice for someone who will be moving every three to six months while under contract anyway.
     
  9. Sep 8, 2011 #9 of 33
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Sounds like an "mdu" type property install that got screwed up because she called a DirecTV local provider instead of her building's system operator.
     
  10. JoeTheDragon

    JoeTheDragon Hall Of Fame

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    but at least with directv you can take your DRV with you and not lose shows or have to learn a all new channel map.
     
  11. dpeters11

    dpeters11 Hall Of Fame

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    Right, plus if there is no way to get a signal, you don't pay an ETF.
     
  12. joshjr

    joshjr Hall Of Fame

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    I believe we have 24 hours after the install to cancel and void the contract. I would of told the installer to hit the bricks right there, cancelled D* and then resigned up again with terms I could live with. For one why send her the receiver before the install and I would not have had it installed with the incorrect equipment. If the box was a SD receiver only I think the commitment is shorter. They have to act fast to get things changed. Hope it works out and let us know.
     
  13. joshjr

    joshjr Hall Of Fame

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    Thats true, if they need a custom install at each place that could get expensive. They only allow one move per year I believe and I think you have to have service for at least 6 months before they will pay for the first one.
     
  14. trh

    trh This Space for Sale

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    Yep. Bad recommendation as Movers Connection is "available once in any 12 month period". She should get out of her contract now if possible.
     
  15. jameskelly

    jameskelly Mentor

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    Feb 16, 2008
    Why do most of you defend DTV? Are you stock holders or something? They are nothing but a very large money sucking conglomorate co. that lies to their customers. Customer Service is the worst around. They know nothing about the product. :mad:
     
  16. Rich

    Rich DBSTalk Club DBSTalk Club

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    I have had my committment ended well before it's time because of problems that I had with their equipment and service and CSRs misinforming of charges and other things.

    Rich
     
  17. Rich

    Rich DBSTalk Club DBSTalk Club

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    Gotta disagree with you on that statement. Verizon is worse, Cablevision is worse. Both are wayyyy worse than D*. I think.

    Rich
     
  18. JeffBowser

    JeffBowser blah blah blah

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    I have ceased recommending DirecTV to friends a few years ago, for many reasons, including a story similar to the OPs.

    They are sloppily run, it should not take e-mails to the office of a VP to get day to day stuff resolved. This is why I posted the other thread to see if anyone had noticed any changes since that Undercover Boss episode.
     
  19. HoTat2

    HoTat2 Hall Of Fame

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    +1

    And also wayyy more expensive for setups like mines anyway, with 6 DVRs, 1 STB, and the Premiere package. Less capable equipment too ...

    But hey, if the poster can suggest a better pay provider though who can offer me roughly the equivalent to what I have now. One who is not really "a money sucking conglomerate" and is mostly about altruism and honesty, I'm more than prepared to hear it. :rolleyes:
     
  20. Rich

    Rich DBSTalk Club DBSTalk Club

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    If that provider existed, I'd use it. There simply is no better, cheaper provider than D*.

    Rich
     

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