1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

DIRECTV Gets 'F' From Better Business Bureau

Discussion in 'DIRECTV General Discussion' started by Barcthespark, Jan 12, 2010.

  1. hdtvfan0001

    hdtvfan0001 Well-Known Member

    32,456
    258
    Jul 28, 2004
    WOW...what a post. :eek2::D

    (you are likely right on all counts by the way)
     
  2. ziggy29

    ziggy29 Icon

    691
    2
    Nov 18, 2004
    San Antonio DMA
    Yep. And in reality, even if it were just 98% instead of 99.8%, just about the only place where a 98% satisfaction rating isn't good is eBay.

    Any business outside of eBay would be thrilled with 98%, let alone 99.8% customer satisfaction.
     
  3. BKC

    BKC Icon

    682
    0
    Dec 12, 2007
    Thanks, I feel better now. [​IMG]
     
  4. TBlazer07

    TBlazer07 Grumpy Grampy

    4,827
    7
    Feb 5, 2009
    Wasn't the 36,000 for the LOS ANGELES area BBB only, not nationwide because D* is HQ there? Other local BBB's have separate lists.
     
  5. tcusta00

    tcusta00 Active Member

    7,911
    1
    Dec 31, 2007
    No, that's not quite how the BBB works. The local chapter covers the business in its HQ location, yes, but it also tracks ALL complaints for the company nationally. If you check the other local chapters sites for DirecTV around the country you'll see that their complaints section refers you back to that chapter since that's where all the complaints are referred. I assume they do it that way for the benefit of the company since they can deal with the local chapter of the BBB.

    Make no mistake, the BBB is a for profit business. They may be a "non-profit" organization but that's become quite the misnomer today. Check out page 5 if you don't believe me.

    http://www.bbb.org/us/storage/16/documents/ForCharities/2006 IRS 990 - BBB Wise Giving Alliance.pdf

    That dude's salary as a percentage of the money donated (from page 1) is 30. 30% of their donations go to pay that guy.

    Oh yeah, they're out to serve the public interest. This tax return is for their CHARITY arm, too. !rolling

    What a joke.
     
  6. dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009
    Bottom line is that D* creates LOTS of complaints by producing unhappy customers . They deserve that F!
     
  7. tcusta00

    tcusta00 Active Member

    7,911
    1
    Dec 31, 2007
    Oh yes, let's take quantitative facts that other people post and turn them into rhetorical statements in bold.
     
  8. Shades228

    Shades228 DaBears

    6,081
    46
    Mar 18, 2008
    You know what the best part is? By paying your bill you perpetuate the problem! I blame you for this situation.
     
  9. dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009
    I bet that D* charging a hefty ETF fee even when a customer is not satisfied also contributes to this F!
     
  10. tcusta00

    tcusta00 Active Member

    7,911
    1
    Dec 31, 2007
    Please stop typing in bold. It's the text-equivalent of yelling.
     
  11. Shades228

    Shades228 DaBears

    6,081
    46
    Mar 18, 2008
    Is that ETF more expensive than the cost of the programming you'll pay for?
     
  12. dubber deux

    dubber deux Icon

    716
    0
    Mar 7, 2009


    Shades...

    you are quite the D* corporate flunky....You PR much ?:p
     
  13. Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

    28,939
    72
    Jul 12, 2006
    Los Angeles
    I also bet people having to pay an ETF because they don't want to contributes to the F ..

    Virutally all complaints were answered .. Just because someone calls up the BBB and tells them that DIRECTV is a POS, does not mean that what they are saying is truthful. Sure, there are valid reasons to call and it's likely many of them fell into that category, but some are irate customers that either don't understand the contract or simply ignore the contract.

    I would argue that it just doesn't make sense to give anyone an F if virtually all complaints are answered. What if there were 36,000 complaints with zero answered? Is there worse than an F?
     
  14. Shades228

    Shades228 DaBears

    6,081
    46
    Mar 18, 2008
    If that's what you want to think go ahead. I'm simply stating that every time you post it's because you're unhappy, except for the first post about being installed and then you were happy, so why should you continue to deal with something you're not happy with. You keep saying you're unsatisfied so do something about it. Life is too short to get upset over something as simple as a tv provider.
     
  15. tcusta00

    tcusta00 Active Member

    7,911
    1
    Dec 31, 2007
    What was funny in my investigations of the BBB the other day is that virtually all "BBB Accredited" companies were rated an "A" or above while those not accredited were not necessarily that way.

    Take, in the financial services industry for example, two large companies, Merrill Lynch and Morgan Stanley. Both get very poor ratings by JD Power and Smart Money, coming in close to last or last place:

    http://www.jdpower.com/Finance/ratings/full-service-investment-firm-ratings
    http://www.smartmoney.com/Investing/Stocks/Ranking-the-Full-Service-Brokers/?page=2

    But while Merrill Lynch gets a D- from BBB Morgan Stanley gets an A+. Morgan Stanley is "Accredited." AKA, they pay a fee every year to the BBB.

    Sure, there's different survey criteria, but the BBB specializes in ranking "trust" for customers. Take a look at the Smart Money "Low Marks" category... "trust" for both. BBB is doing something wrong here. :sure:
     
  16. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    14,609
    373
    Sep 5, 2006
    Allen, TX
    Shhhh, Swanni might see this. The reality may scare him.
     
  17. bobcamp1

    bobcamp1 Icon

    896
    1
    Nov 8, 2007
    If it takes 10,000 hours to be an expert on anything, then how can any of us be commenting on how the BBB or CR works? :grin:

    One thing for sure is that you aren't an expert in statistics. Not everyone who has a complaint files it with the BBB. Not even remotely close. So you can't just take that number and divide it by the total number of subscribers.

    Plus, if CR is a rag, then maybe they should have ranked D* LOWER than they did. After all, if they can screw it up one way, they can just as easily screw it up the other way. FYI, CR also uses comments they get about the service through their customer surveys. That's especially important when dealing with the customer service aspect of any company.

    People turn to the BBB and Consumer Reports because they want to know if there are any problems associated with any of the products or services, and what they are. Since companies don't advertise what their deficiencies are, and these services have high ETFs, they (and some Internet sites like this one) are the only places that gather this information. They have problems, but a non-profit organization that's not directly influenced by a handful of sponsors is as good as your going to get.

    They are just data points to use in making your decision. People don't take them as gospel, because others do buy the products or services that ranked lower. However, the BBB's summary of complaints with D* is consistent with the problems reported in other sites.
     
  18. Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

    28,939
    72
    Jul 12, 2006
    Los Angeles
    I think many people do take the BBB's word as gospel ..
     
  19. hdtvfan0001

    hdtvfan0001 Well-Known Member

    32,456
    258
    Jul 28, 2004
    Sadly.....I believe you are correct....which as we know....is a mistake.
     
  20. dpeters11

    dpeters11 Hall Of Fame

    16,344
    503
    May 30, 2007
    Cincinnati
    I wonder if a lot of these issues could be avoided if there was a longer time to cancel with no ETF. I know some states require a 3 day period, but I don't know how difficult it is to get DirecTV to let you out without the ETF. I know there's money involved in setting everything up, but if you could basically try it out for a few weeks, it would be nice.
     

Share This Page