I understand we don't know all the details, but I usually trust what someone tells me until they prove they can't be trusted.
But a question: If a customer calls DirecTV with an issue with their equipment, don't the CSRs have a script/flow chart of what to ask? If the OP called and told two different CSRs the same symptoms (an assumption that the same symptoms were given), shouldn't he be asked the same questions and shouldn't the end result be the same?
Yup, the answer should have been the same if those CSRs had the same training, the same scripts and some mutual idea what the solution to the problem was. Real life is the CSRs at the lower levels just don't know enough. That should be obvious to anybody.
Pull this same scenario in a different company, say a power company and you'd get answers that were more on the mark, but it's only TV and what's the danger? Nobody is getting injured or killed, no apparent governing body overseeing the management of the company. Seems like they do what they want and don't care what the results are.
Verizon's the same way. They'll lie to your face in a store to sell you a phone. Who you gonna call to complain about that, Ghostbusters?
I like D*, they've treated me well over the years. I hope they do well forever, I don't want to change providers. But, what a way to run a company!