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DirecTv is a bunch of crooks!

Discussion in 'DIRECTV General Discussion' started by FrankFromFl, Jun 4, 2008.

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  1. Jun 4, 2008 #41 of 107
    gfrang

    gfrang Hall Of Fame

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    Next what i would do is call and talk to a csr get them to take off any extension that you have and send installers back out and fix it. If you have any problems with the csr ask to speak with a supervisor. This should be cut and dry especially with the protection plan. If and when they come to fix the problems don't sign off on the work sheet unless every thing is working and you are completely satisfied.
     
  2. Jun 4, 2008 #42 of 107
    mgtr

    mgtr AllStar

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    I think that D* is a great company, but they have some really lousy installers (who work under contract for separate companies). I have learned that before I let them in the door, I talk to them about exactly what they are going to do, and what, if any, extra charges are going to be. I have sent several away and asked them to send a supervisor next time. My worst experience has been with a company out of Orlando -- I sent one away, called D* who called the company owner who called me. I explained the problem clearly and calmly, and he said he would take care of it. Two days later, the same installer showed up with the same junk and the same attitude. I sent him away again.
    If the OP has had to deal with this company (he is in Florida), I can understand his frustration.
     
  3. Jun 4, 2008 #43 of 107
    David MacLeod

    David MacLeod New Member

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    I feel sorry for the OP, this is the type of situation that gives all installers a bad name even if its not deserved. the 1 bad apple scenario :(
     
  4. Jun 4, 2008 #44 of 107
    hdtvfan0001

    hdtvfan0001 Well-Known Member

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    I always wonder about the motivation to make these kinds of post, trying to convince others to do something based on a negative experience. It's unfortunate that those things occurred, but I would get a broader view of the customer experience to consider any provider.

    Since DirecTV has the highest customer satisfaction rating for years now, and their subscriber base has grown in huge numbers as well for years....one could make the case that they must be doing something right....alot right.

    So the problem I have with these posts is the premise that everyone else should base their decisions exclusively on one person's negative experience.
     
  5. Jun 4, 2008 #45 of 107
    VLaslow

    VLaslow Active Member

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    FrankFromFL, dealing with DirecTV can be difficult at times. The advantage you now have has been some really good input from this group. In particular, the email address of the VP of Customer Service.

    I've had to contact folks at the VP level before because of installation problems. I can tell you that they really do care and, if you do it properly, they will make every effort to resolve your concerns.

    I hope you'll handle it that way and become a satisfied customer. Let us know.
     
  6. Jun 4, 2008 #46 of 107
    Incog-Neato

    Incog-Neato Godfather

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    Then you got ripped. I've replaced numerous receivers (most recently 2 HD TiVos with 2 HR20's) under the PP and never paid a cent or had a committment extended or even questioned. Unless there is something you're not telling us at least your contract issue should be easily resolved.

     
  7. Jun 4, 2008 #47 of 107
    dcowboy7

    dcowboy7 Hall Of Fame

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    ....and who isnt ?
     
  8. Jun 4, 2008 #48 of 107
    say-what

    say-what Active Member

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    Just getting back to this. My initial response purposefully ignored the commitment part. But after catching up, I don't see where they should have extended your commitment. It gets frustrating when things happen on your account that shouldn't or weren't explained in the first place.

    You should definitely email Ellen Fillipiak (sp???) as previously suggested and explain things, step-by-step in a bit more detail than here. Her office will make things right - even if you still want to cancel.

    Anyway, and this really is just me rambling on - one thing I've always done is watch over any install at my house. Very little gets done outside that I don't check on and nothing gets done inside that I don't see. I've learned a lot in my 14 yrs experience with DirecTV (1st parents, then my own account) and I try to inform myself as best I can on what to expect for any new work that needs to be done before the techs arrive. Not saying you should have done this or that you somehow should be blamed for not knowing what was happening, just how I go about things so I know what's being done. Heck, when I had in-home warranty work done on my TV, I assisted the tech in a limited fashion while he was taking the set apart, locating the board that needed to be changed (on a subsequent followup actually replacing the lcd panel itself) and then putting the set together again. I now know how to disassemble and reassemble a Sony Bravia LCD. :D
     
  9. Jun 4, 2008 #49 of 107
    FrankFromFl

    FrankFromFl Cool Member

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    Just because I have the protection plan did not solve my issue.

    I just got off the phone with a member of the office of the President of Directv regarding these issues and he stated what I have experienced is in fact correct to a point.

    There is a clitch in their system that when a new card is activated "receiver replaced" the contract starts with the new card. He explained that the supervisors should have been trained on this clitch and I should have been informed of it and my account fixed. This did not happen. So the clitch caused my attitude and the poorly trained supervisor fed it.

    They were able to fix my issue, so thank for for the assistance.
     
  10. Jun 4, 2008 #50 of 107
    FrankFromFl

    FrankFromFl Cool Member

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    This reply feels like a personal attack and for that, I do not appreciate your input. If people who are unhappy about a company do not speak up, one, the company will never change, and two, consumers never hear of the issues. If you read my post, I say consider this, I feel and I think. If you don’t like my considerations, thinking or feelings, do not read or reply to my posts.

    Just because a company has high customer satisfaction does not state a single thing about how they resolve conflict. It only states they have a large group of people that are currently happy. I did not get an isolated case. I got a string of ignorant supervisors and customer reps that continued to make the case worse with each incorrect comment. Only after speaking with the office of the President and explaining to him what I was told and what had happened did he have a chance to straighten it out. There were even notes in my account that were incorrect.

    So please, do not attack me because I am stating facts here, not an unmotivated attack on a perfect company.
     
  11. Jun 4, 2008 #51 of 107
    FrankFromFl

    FrankFromFl Cool Member

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    Something I am not telling? I explained in detail each step of this mess.

    I spoke to a customer rep and finally her supervisor and they both told me the same thing. The supervisor even told me I could find the data on their website and that he was going to email me a link.

    As I stated above, I found this to be untrue, but it took a much higher manager to resolve it. He even stated he was going to contact ther supervisor I spoke with for some retraining.
     
  12. Jun 5, 2008 #52 of 107
    FrankFromFl

    FrankFromFl Cool Member

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    This issue has been resolved. The individual that contacted me has set my account back the way it was and offered to correct the situation.

    For those that offered valuable help and suggestions, I thank you for your time and assistance.

    For the few that thought I was being malicious or venting in an inappropriate way, I hope one day you can experience this with a service provider and then maybe you can see things from my side of the fence.

    I still stand behind my opinion. I really feel these guys have very poor first level customer service. It should not take multiple phone calls requesting a supervisor to resolve an account issue.

    So anyway, thanks for the help. Feel free to delete this thread if you so wish as I doubt I will be revisiting it.
     
  13. Jun 5, 2008 #53 of 107
    ironwood

    ironwood Icon

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    How much did they charge you for running cable through the walls?
     
  14. Jun 5, 2008 #54 of 107
    inkahauts

    inkahauts Well-Known Member

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    Frank,

    I'm really glad you got everything fixed. One thing you need to know, is that there are posters every so often that come on here and bash directv just to do it. I'm not kidding. Also, sometimes we get people who write a post like your first one, but when we dig we find out they did everything wrong to cause their situation. There was one last week where the guy even blamed this forum for allowing what he felt was a defective software release to make it to his box! And he said he had posted about many issues. Guess what, he posted about two issues, and was asked several questions and given advice here to help him fix what might have actually been a simple problem. However, he never once replied to anyone, and told us we couldn't help him anyway because we're stupid. Most of the posts on here that you probably take as attacks are from people who have been around awhile and have seen people who start a post like yours and then use the entire thread to do nothing but bash and yell at Directv, rather than actually responding thoughtfully and working on getting their situation fixed. I'm glad you're someone who seems intelligent and got his situation fixed. Oh, and you wouldn't believe how often someone leaves out one little detail that they think is insignificant, but changes everything, so people around here always caution what they say if they've been around for a while.

    Also, I don't think anyone here thinks you didn't have a bad experience. And frankly, I think you did a good job of venting although I would say calling them outright crooks was slightly harsher than needed. I probably would have titled this thread....

    Why is Directv treating me like an ugly duckling? :D
     
  15. Jun 5, 2008 #55 of 107
    CJTE

    CJTE Hall Of Fame

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    Accidents happen. Sorry that your order got screwed up. By the way, an HDDVR is usually $200 lease, and the DVR is $99, and DirecTV only gives a $100 credit for equipment. You didnt mention wether or not you were charged the other $200, but I wanted to make sure that was clear.

    He damaged your house, ehh? How so?
    You had 2 options. A standard install would be the tech running 2 lines per DVR (so a total of 4 lines) down the side of your house, which is a basic install, or, you sound like you demanded that he fish them, (run them inside the wall) which is custom work. It also sounds like you complained, so instead he just split the cabling, which was obviously incorrect.

    Again, sounds like you asked for custom work.

    No... Its 4 lines. 2 per DVR. The techs have some cabling that has both lines seamed together, but its still 2 individual lines per DVR.

    Once again, accidents happen, they should credit you back one of the equipment charges. It sounds like you called in and yelled at them, which basically gave them no incentive to help you.
    The HBO/CMAX/SHO/STARZ offer is for 3 months.

    You were probably outside the time line of this offer. I cant remember when it expired though.

    Ok, so possibly you got a faulty peice of equipment. You dont tell us what the issue was with your DVR. Just like you never told us how the first tech "damaged your house"

    Technicians are specifically trained to run the cabling straight through to the receiver, some even complain about putting it through a grounding block. I'd be surprised if it was in fact the tech that put it through your power conditioner. And the phone reps also ask that you UNPLUG THE CABLING and check where it goes. They wouldve told you not to go through the power conditioner as well.
    Yes, units get replaced with refurbs. Its in the agreement you received and accepted by paying your bill.

    You watched it on the DVR? The Standard DVR, or the HDDVR thats been replaced?

    Yup, sounds about right. But even so, with a 2 year commitment it'd be right around $480 no matter when you had it installed

    You shouldve read the lease agreement that came with your bill, and is also available online? Or maybe you could've read the papers any one of the times the tech came out and asked you to sign. Each work order has the lease agreement written on the back, so you had the opportunity to read it before even signing.

    They did screw up your order the first time around, maybe it was the reps fault, maybe it was the computers fault, who knows. They straightened the order out for you. They double billed you... The rep probably didnt cancel the first order, so you call in and the credit team credits you back. You still havent explain how the installer "screwed up your house". They didnt send you a refurb DVR to punish you, they sent you a refurb DVR because its all they had in stock. Most customers now dont even get brand new equipment. And I assume all your service calls were within the 90 day warranty of the tech coming out, so you didnt get the protection plan, and they were fully in their right to extend your commitment, as is stated in the commitment agreement pamphlet you received with your first bill, and every single work order you signed.
     
  16. Jun 5, 2008 #56 of 107
    MartyS

    MartyS New Member

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    I'm here in FL and had an absolutely outstanding installer from day 1. IN fact, I kep his cell phone number and when I need work done (like running additional wires) that I know I have to pay for, I call him directly and he sets up the work order.

    It's nice to know that this guy knows what he did and does follow up on any issues that I have, with no problems.

    So, you're right... the wrong installer can make a world of hurt or difference.
     
  17. Jun 5, 2008 #57 of 107
    FrankFromFl

    FrankFromFl Cool Member

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    You must work for them. You sound just like their customer service people assuming I did something wrong. I assure you, most of this is incorrect.

    Had you read the entire thread before posting, you would have seen most of this answered, but I will give you the benefit of doubt.

    First, I was told of the charges. I ordered the 2 DVRs, the guy showed up with neither. I called to find out what was going on and they claimed I was no longer a new customer and could no longer get the new customer deal on the equipment. I don't know how else to explain this without writing a book for you.

    I know the difference between a standard install and a custom install and I have said that I requested a custom install. During the install, the tech tore several massive holes in my walls, broke my in-the-wall cable box so that he could stuff one of his splitters inside my wall and to hide the mess, pushed my TV back into place before I could see the damage.

    You may be correct in the fact that it is 4 wires, but it is 2 cables and 2 wall fishes (one per DVR). Not 4 and no installer has the right to charge for 2 wall installs per DVR.

    I never called and started yelling. I called, calmly asked what was going on, explained the situation and once I got to a brick wall and they stopped helping, I started getting more forceful. Again, this was not an issue I was trying to resolve here, I was just telling it to show the frustration I have been through with these guys.

    As for the offer, you again are incorrect, it was from 10-07 to 3-08 if I recall correctly. I started in 12-07 and activated in 1-08. I signed up while the big banner was across the top of the Directv.com website for this offer. So I know I was in fact not outside of the offer.

    Again, I was not trying to resolve the faulty equipment. That was resolved and not the reason for my post.

    As for the cable, I also explained that it was that way from when I had cable. I can only assume that the install tech was in such a hurry to hide the holes in my wall, that he did not bother to follow the cable to my TV.

    Man, you could not be more wrong on this if you tried. I really wish you would have read this entire thread before making such a statement.

    It is a clitch in their system, or so I am told. It has been fixed on my account, but others will most likely still face this issue. They do not have the right to extend a contract for replacing lease equipment and without signature. It is against the law to extend a contract without consent from the customer. I read everything. My closing on my house took hours because I read each line of that document, I did the same for the DirecTv contract. I signed nothing when the new DVR was installed, there was no tech, I did the install myself.

    You are most likely correct that I was double billed because the new order was added over the old order and it has been resolved, but I am a firm believer in attention to detail. The second order should not have been charged. The rep should have seen that I had already paid.

    I have now explained how he screwed up my house, but I will give you more detail. He tried to install one of the wires through the stud rather than dropping from the ceiling. In the process, he must have used a drill as it looks like one side of the hole is chewed up from a chuck. After failure to get a hole all the way through the stud, he moves over to the other side of the stud, cuts another hole that is too large for a wall plate and this is where I think he gave up because he put a blank plate over the hole goes back to the first hole, busts out the in-wall box that I had there and stuffs a splitter in the hole, attaches 2 wires to a face plate that is now too small for the hole due to the damage, so he did not mount it and pushes my TV back into place without cleaning up the mess or letting me see the damage. He then continues to go into the next room where he must have been pulling on the cable for whatever reason, because he created an 8 inch tear in the drywall.

    I didn't say they sent me a refurb to punish me, but the one they sent me is scratched up big time. Not a big deal, but again, another piece to my frustration.

    Again, wow. You assume wrong and I had explained this on the first page. The problems were day 1 and continued from there. Yes I have the protection plan and had it from day 1 and yet again, you are wrong about the commitment. Your protection plan DOES NOT cover the equipment. This is the reason so many people are confused about this issue and after you telling me to read the commitments, maybe you should read them. The protection plan covers the installation, the wires, the dish alignment, and the overall system. It prevents us from having to pay for phone support, tech service calls and if equipment is replaced, it covers the handling fees, shipping, and tax. Total of $19 per replacement. It does NOT cover the equipment. The lease covers the equipment. So again, please do not assume something. I am not an idiot, I did not just learn to deal with the world yesterday. I read each document that I received, I even read the protection plan to the supervisor during the call that he told me about the extension and asked him where in that did it say my contract would be extended.

    Thanks again for reading the thread and your very helpful post.

    I am not attempting to flame anyone regarding this, but forums should be about helping, not assigning blame.
     
  18. Jun 5, 2008 #58 of 107
    bobkvjr

    bobkvjr Legend

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    I agree with Frank on this issue. It has to be the installers from the Orlando Area. I received the same sub-par service from them for a upgrade HD-DVR. The tech showed up without the HD-DVR and did not replace my dish. I had to take off 1/2 day of work to wait for him to arrive and then he did nothing and left. I called D*, explained the problem they called the install company reset the install for the next day. I took an 1/2 day off from work again the tech never showed up or called to cancel. Called D*, explained the situation, they said to reschedule the install. O.K I said , the install date was 2 months later. I canceled the install order. Frank, I feel your pain...

    :mad:

    P.S>- D* member since 1996 - paid $1000 for 2 Sony Sat-B1 receivers and Dual LNB dish
     
  19. Jun 5, 2008 #59 of 107
    Rage187

    Rage187 Mentor

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    I've been with them for a year and couldn't be anymore satisfied.

    Great service, great picture and still cheaper than comcast.

    :heart; DirecTv
     
  20. Jun 5, 2008 #60 of 107
    rbean

    rbean Legend

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    I think CJTE drank the kool-aid. Good job Frank, I think posts like yours help everyone with knowing how to get things corrected. This is exactly the place to come to post issues like yours and to get help. I've been with Directv for 14 years and have had nothing put good service but like everything else there are screw ups and what better place to read about them and get that help and we all know that Directv monitors this forum.
    Unfortunatly there are those that don't want to believe DirecTv can make mistakes.
    Congrats on getting your problem resoved.
     
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