Direct TV

I. like many have experienced the dishonest and unethical practices of Direct TV. From the very beginning of installation to lack of reception, double billing, being hung up on, being put on hold, to having some manager named Scott (whose last name was withheld) rudely and matter of factly tell me that " Direct TV" provides a programming service, not reception or TV viewing and to "read my contract".

After working in the service industry for 20+ years, in a management position, not that it matters, NEVER have I experience such arrogant and abrasive, not to mention dishonest and unethical behavior! Not only was I told that I had to pay for someone to figure out and fix the receiver or pay an additional monthly fee of 5.95 per month for insurance, but they were going to reverse a previous credit they had given me, because they now believed I was not entitled to it. When I question the representative, I was told that I had scheduled an appointment for service, and then cancelled it back in March. I disputed the fact that I had ever scheduled an appointment, so the "manager" said he no longer felt a credit was deserved and he was going to add it to my bill this month! Again, I denied ever requesting a service and he said, " It says right here in your history that you requested it in April 2009." I told him that never happened. He became indignant and in a very loud voice said," you need to read your contract. I am reinstating a credit you never should have been given in the first place." I asked how they could bill for something that never happened and why he couldn't just resolve the issue that I had called about. I told him that we had experienced many problems with Direct TV, but had tried to make the best of it as we had entered a two agreement. I was boldly told there was no "history" of any problems ever reported and he would resolve the issue by telling me to read the contract.

These are but a few of the issues we have experienced:

- Installation (wrong date, wrong time, no show, wrong disc)

-Billing (double billing, billed for service not requested, being told a refund was in the mail only to discover a small amount deducted from monthly billing)

-No Signal (no signal for over a week 24/7 on the one TV)

And now I feel I am being blackmailed into an "insurance" to maintain visibility on my TV because, and I quote manager Scott, "we provide programming, not a service, not being able to view what should be on your television screen."

It is my opinion, which I explained to three different people ( the tech., the supervisor, then the manager) that I am paying for a service DIRECT TV which for all intensive purposes means being able to watch television channels whose reception is provided via satellite with Direct TV. If I am unable to view these programs I am paying to view, a service they were paid to provide, they (Direct TV) should correct the problem or release me from a two year contract that I have honored monthly without fail or being late.

When and where does this end?

Comment On This

I have received extremely poor service from your Direct TV. The sales team assured us that service during windy/rainy conditions was uninterrupted except during extreme conditions. Our experience is that even during mild wind and rain the service is problematic. The initial installation was so poorly done that the dish had to be realigned within a week and the entire installation had to be redone within two months. Incidentally, the company has no record of a technician coming to our house the first time. That is Scary. While I was deployed, my wife had a hard time getting proper service and had to get help from our neighbors in getting a service tech to come out and fix the issue. The result was weeks with out proper service. Finally, my wife gave up trying to get the problems fixed and waited for me to return from my deployment. Direct TV took this as a sign the service was trouble free. I was also overcharged for movie channels I had not ordered and had to argue over a long distance call from the Middle East to get the charges corrected. I called customer service and spoke to a Ms. Raychel (Employee # 100363549) who said a supervisor would call me within 72 hours. There was no call back. I called customer service and asked to speak to a supervisor. I was transferred to a Ms. Jennifer (Employee # X3136) who claimed to be a supervisor. She gave her supervisor’s name as Ms. Lashonda but that she was not available then transferred me to a Mr. Sergion (Employee # 210221). Mr. Sergion was unable to give me a job title and claimed to be the highest level supervisor at Direct TV. Mr. Sergion told me that customer service was not answerable to customers and rather that the customer was to act according to what customer service directed. SO THAT’S WHAT THE DIRECT IN DIRECT TV STANDS FOR. WELL SLAP MY BUTT AND CALL ME CHARLIE. Direct TV has not kept the promise of good service. We have suffered through faulty installations, bad service, and rude service representatives. Don’t ever deal with these clowns. EVER.