That is the story of every cable/satellite company in the world, my friend.

I commend you! We had the same battle a year ago and swore them off! I’ll give you a heads up with another company on the same level as DirecTV…TimeWarner Cable/Comcast Cable–not sure if they service GA but if they do…just letting you know you will scream everytime you get the bill or have to call customer service.

This is weird, cause you just explained my whole week with DISH Network. There must be a rip in the space/time continuum. Your contract should have given you 30 days to get out, they were just lying about the cancellation fee, to bend you for more money.

i just like that you called them, and i qoute, “dirty skanks”. thats funny.

that’s what you get for trying to unsimplify (aka complicate) your life.

isn’t it interesting that there isn’t really a cable company that prides themselves, or advertises themselves even, as a company with excellent, or even good customer service.

I don’t really see this as problem with DirecTV, more like a problem with any industry that has a very, very small number of competitors. People get furious about every one of the cable providers as Reid said, and if you swear them all off, eventually you’ll bend if you need your precious TV cable signal in your house and make due with one of them.

I mean, from a shareholder’s perspective, it’s worth the effort to try and bilk you out of $130. There’s enough pushovers in the world that would go ahead and pay it, particularly rich pushovers who’s time (2 hrs and anger) is worth more than money (#130).

Good customer service is expensive, because you need people who:

1. care (good luck with that)
2. are intelligent and empathetic (err)
3. have the power to change policies if they detect the customer will bail (scary for managers, not really given)

Way to use the rarely touched “I MegaLoathe DirecTV” technorati tag (that is to say, you and you alone pwn it).

This is absolutely hilarious because my wife works for the customer service company DirecTV uses to do it’s customer service. By what she’s told me, she (the lowest level rep., she just finshed training which was over a month and a half) can credit your acount for whatever she wants to, without asking a manager. So Eric your list comes down to #1, because everyone taking calls knows exactly how to do their job and everyone of them can credit your account.
sidenotes:
I get free directv in a few days
the same individual who owns directv, also owns dish, combining the two companies would be against anti-trust laws, so he just owns two completely different companies.
lastly, if you ever experience good custumer service, ask to talk to the manager and tell them about the good service, peeps get bonuses for such things.

Dude I know how you feel. I have had those same stone wall attempts from Apple about a faulty computer. My personal scorn with broadcast media is Comcast. They are the new Microsoft. Hope everything works out. Nice site by the way.

[...] My DIRECTV problems are documented here. They rolled out the red carpet for you to purchase their services. But once the purchase was made, they roll the red carpet back up and give you the run around. You’re already bound by a contract so there is no need to treat you fairly and reasonably and with common sense. [...]

Am I the only one who feels the irony of the previous recent post about simplicity and the desire for direct tv?

Don’t get me wrong – I am not criticizing, as I am the exact same way. I have direct TV and have the true desire to live simply.

I just thought it was ironic.

my whole life is irony and hypocrisy. but jack bauer is above all.

my whole life is irony and hypocrisy.

As is mine.

And Jack Bauer sucks…

[...] In the spirit of people getting terribly annoyed and upset with companies (DIRECTV for example) I’ve had it with Pep Boys. [...]

[...] We’ll I know I’ve been gone for quite awhile now. I have had all sorts of problems with internet and satellite television around these parts. Read about them here and here. Needless to say (if you read those post, or if you have ever lived without internet after you have lived with internet) it was a frustrating time in my life. [...]

sorry, but I’ve had nothing but pleasant experiences from the compnay including today when I called to report that my service was down due to a snow storm and requested a credit to my account. With the click of the button we got a $35 credit added to our account.

Josh,
Found your site to see if anyone has started a civil lawsuit yet against the anti-christ aka DirecTv. I have been a loyal customer for about 13 months after Judas aka Comcast raised my rates, love the new commercials by the way “Jack My Price Up!, until now.

I had a problem mid-January with my HD Receiver, which was still under warranty, called in and the rep said no problem send you a new one out today, you’ll have it tomorrow.

Got it the next day, called in to activate the replacement and issued resolved. So I thought.

Today I recieve my bill and an additional letter.

First my bill, I receieve an additonal $19.95 handling and delivery fee + $1.02 tax on my bill for the replacement. Okay lets go back to the other Eric’s comments about the person who has better things to do with thier time than call in and fight over $20 for 2 hours with someone from India. No Thanks.

Second Letter, aka The Straw that breaks the back of an already crippled camel. I quote “Thank You for choosing DIRECTV and accepting our hardware lease or purchase offer for current customers. This letter confirms your agreement to subscribe to any DIRECTV Service for an additional 24 consecutive months.”

Who agrred to what, no one ever explained to me that I would have to extend my service an additional 24 becuase they sent me a replacement receiver for a brokrn one that was still under warranty!

Well I just ended my 3 1/2 hour phone call with the Anti-Christ and finally got a really nice guy that said “yes sir I do not see that anyone explained these terms to you when you originally called in for your initial issue.” No crap, it only took 5 reps and an hour of holding to have him tell me something I already knew.

Who has the time to fight these people. I am in the process of writing my crooked Congressman as well, we’ll see if that does anything either.

By the way I work in the Wireless Phone industry and I know for a fact they are just as bad if not worse as the cable/sat companies.

Just tried to change my high def receiver for an upgraded version and a new dish to get hd on local channels. This is with dish network. They wanted to charge me $50.00. I am an at&t tech and according to their recording a “highly valued customer”. The first appt they never showed up. I called for another a.m. appt and the second time they did show up within the appt. window. I asked for an inhouse tech and got a contractor. He did not speak english fluently but what the heck he seemed like an ok guy. He did not have the receiver on his beat up pickup truck nor did he have the new dish. He told me to call Carlos, his boss in Santa Ana Ca. Bewildered, I did and Carlos informed me that it would be 2 hours before another tech would come out. “OK. 1:30 perhaps?” Yes, answered Carlos. Well, no one showed up. No one tagged my door and I was home till 7pm. Dish network supervisor informed me that they have no control over the contractors. What? Oh,….my bad. I see. Of course. What was I thinking. I mean how arrogant of me. Thinking I could just demand a tech to come out just because I had taken a day off of work and had an appt. Called Direct TV and got all the way thru the ordering process until they asked for my social sec. #. Uh,….what? “Oh, yes sir, it is to check your credit. And we are going to need your credit card # too.” I’ll be paying with checks. “I’m sorry sir, with out those we can’t proceed.”
I have a question. “Yes sir.” Do I have to get numbers tattooed on my forearm? “No sir.” How do I know you are telling the truth? “Pardon me sir, I don’t understand.”
Who do these companies think they are? I feel cornered. What ever happened to consumer protection? Law and order? I’m not walking down that alley, I will tell you right now.

I’ve had the same experience as the rest of you with Directv. I am up and running now without a contract after hours & hours of fighting with Directv over a box replacement and thrown into a 2 year agreement. That was settled (no extended agreement). Another problem cropped up tonight, I just found out that they have their own programming and with their new boxes they send you this program is downloaded by Directv in your harddrive and shows up on your playlist, and CANNOT be deleted, or condensed in any way!! It’s a ridiculous show about 3 ditzy girls. I called Directv tonight and this is only one of many “exclusive Directv shows” to come. I will be cancelling my Directv tomorrow and going back to “bunny ears” (antenna) as I realize this is the only true hassle-free TV. As I understand it, later this year Directv will have competition by AT&T & others getting into the Satelite tv business. Also, most television programming can be accessed via the internet. The only way to truly send a message to these companies is to disconnect from their service. I will also forward letters to their corporate offices as well as the FCC and my comgressmen letting them know my dissatisfaction. Maybe a petition is in order.

Here’s my letter, anybody got more addresses to send this to, please let me know.

Dear Mr. Carey,
I trust this Email finds you and your Company in good health.
As a business professional, I am sure that you and your investors would be seriously interested in the nightmare I have been living since I decided to do business with Direct TV.
My name is George Doritty, my account number is 38325093, please refer to this for any of my phone records since 28 February 2007.
I ordered Direct TV service because of the high recommendations given to me by many of your customers.
I specifically ordered, 4 room set up, with HD DVR in one room, standard receiver in 2 rooms, and an existing DTV DVR in the 4th room. When the installers arrived, they had orders for only a 3 room service and I was told to call DTV and have the existing DVR activated, and this could be done immediately after my new service was activated. After the installation, I was very excited to go and watch my new HD TV Service. When I turned the receiver on, it was apparent that this was only a HD receiver and not the DVR I had ordered. I THOUGHT, I could rectify this with a phone call and switched over to a ballgame in HD. I could only get a picture for a half of a second, barely enough time to make the receiver change channels. I called your tech support and was without hesitation, was told that the HDMI output of that receiver was bad and was told to go buy cables and hook up the component out. I’m less than an hour of having your service and already 1) can’t watch TV unless I GO BUY CABLES?, 2) Received not only the wrong product, but BAD PRODUCT with full knowledge of your technical team. So I call your customer service, they send me to Idaho to a supervisor, spend an hour on the phone explaining my situation, and she then sends me to your retention group, where I spend another 45 minutes explaining the situation, the finally, I get a 19.95 shipping credit, WOW, was I in heaven or what. Not satisfied with this I call your customer service again and ask to speak with a supervisor, this time I get a gentleman named James, badge # U7721. I was very irate, mad, and told James either make this customer happy, or come get your equipment off my property. James FINALLY asked, “What, Mr. George, would it take to keep your business”, I explained that at this point, I should only get what I ordered. James went on to explain that the HD DVR was in back order and could not be delivered until the end of March. After many words back and forth, he did finally tell me to go buy the HD DVR and DTV would credit my account. He also scheduled a return date for the installer, to put in the existing DVR, send a new DVR to go in place of the HD. I agreed to these terms, but ask that DTV be responsible for the HD DVR purchase, to be delivered when it became available. The new install date for the 4th room and DVR’s was to be on 5 March, 2007 between the hours of 1 and 5 pm. I took off work at 1pm to be sure I was available to the installer for any questions and to be sure that his instructions were as I ordered.
I SIT HERE NOW AT 7:30 pm on 5 March 2007 AND STILL HAVE YET TO WATCH TV.
So I ask you sir, are ALL your customers individually important, or are we all just numbers. I also ask you sir, would you do business with a company that cannot keep their commitments and promises and cannot even take new customer order properly. I fully believe that you would have done what I have threatened, and that is to discontinue relations with said company and find someone competent enough to do the job right.
My time is as valuable as yours and any other American that works hard to earn a living. I have spent countless hours now on the phone and missing work, where I DO SATISFY MY CUSTOMERS the FIRST TIME, only to be disappointed by your company again. I only get one chance to make my customers happy.
How is your company going to make your (myself) customer happy?

EMAIL CONVERSATIONS WITH SENIOR VP OF CUSTOMER SERVICE AT DIRECT TV
THE FOLLOWING IS COPIES OF EMAILS I HAD WITH TWO TOP EXECS AT DIRECT TV TODAY. YOU GOTTA READ IT TO BELIEVE IT. I HOPE EVERYONE CONTACTS THEM IF THEY HAVE SIMILAR STORIES OR COMPLAINTS AS THE BUSINESS OPERATION ANALYST SEEMS TO THIN K SUCH COMPLAINTS ARE NOT “THE NORM”.

This is how Direct TV deals with major internal problems? Tell the customer, that despite Direct TV not providing the service they promised, that I am going to be expected to pay for cancelling the contract? Great customer relations and I am guessing that this decision will be regretted in the very near future.

I have found no less than ten websites dedicated specifically to customer disatisfaction with Direct TV. Despite Ms. Bitew’s contention that the horrible treatment that I received yesterday was unique, there appears to be hundreds, if not thousands, of people who might disagree with her statement. According to many of those bloggers-they seem to contend that my treatment
is the norm, not the exception.

So I will post the communication that I have had with your organization online so that consumers can see firsthand how the top management of Direct TV perceives their responsibility to honor their contractual obligations. I will also be contacting as many consumer protection agencies and legal authorities that I can find to also send copies of these communications. I find it very interesting that despite not one, not two, or even three major errors and hours of wasted time-that Direct TV’s expectation is that I be held to a contract that Direct TV did not honor. I am supposed to incur costs related to hiring someone to remove a dish that was applied to my roof by Direct TV and I am to spend more time boxing up their receiver and making more phone calls to a shipper to make arrangements for it’s shipment.

Yes, I can see that Direct TV really valued me as a customer and that they would love to see me subscribe to their services again. Not only was their customer service incompetent and rude and my time wasted- it is I, not Direct TV, than will be literally and figuratively paying the penalty for their incompetence. This response was not expected and I can honestly say that I am stunned. I have never seen or heard of a major company repond in such a manner. Every company that I have contacted with problems in the past has responded by taking responsibility for their staff and will generally work with the consumer to “right the wrong”. This really has me shaking my head in disbelief.

The mystery of how bad yesterday’s service was has come full circle. Having now directly communicated with Direct TV’s Business Operation Analyst, who began our conversation by telling me “what they couldn’t do for me” and how I would be penalized for my early cancellation. Excuse me? Your business treats me like crap and then I am chastised because I will not remain a
customer? Business loyalty is earned based on performance, not an expection or right on your part because you have a contract. Our contract clearly conveys an expectation that Direct TV will provide a basic, minimum level of service to remedy problems that occur as a result of Direct TV’s errors. You clearly did not provide that level yesterday. Did I make an good faith effort tocorrect the problem? Yes, I believe I did in my repeated phone calls but there is a level of ongoing screw ups and outright incompetence that would lead the average person to end the attempts and disengage themselves from that business. Which I did. Now Ms. Bitew has the unmitigated gall to attempt to penalize me for that?

The Business Operation Analyst at Direct TV apparently does not have the authority to remove charges associated with ending a contract despite clear evidence, which she acknowledges, that personnel in her company made numerous mistakes and in the process, treated a customer very unprofessionally. And apparently this same Business Operation Analyst at Direct TV lacks the authority to phone one of their installers and ask them to swing by my home at their convenience to pick up a receiver and remove a dish. All she apparently has been given the authority to say to me was “We don’t do that”.

She was correct in her summation that “you do not do that”.

You do not honor your contractual obligations-but you expect me to honor mine, you do not adequately train your staff, you do not have supervisors that are able or willing to take phone calls, you do not have a customer service department that can provide even the most minimal level of service to their customers, and apparently you do not have anyone at the top of your management team that has even the faintest idea of how to treat consumers ore resolve customer complaints.

Yesterday now makes perfect sense to me. This is a clear case of management styles tricking down. You directed the Business Operation Analyst at Direct TV “to resolve these issues today”. Apparently this is the resolution that she feels is in the best interests of her company, the customer be damned. Never mind that her actions add insult upon injury. I understand you were
recently appointed Senior VP of Customer Service. It appears to me that you have your work cut out for you. Good luck…you’re going to need it.

—– Original Message —–
From: “Bitew, Heywot”
To: “OR”
Sent: Wednesday, April 11, 2007 2:53 PM
Subject: RE: DIRECTV Service

I’m sorry you did not take me up on my offer to keep you as a customer. I have applied two credits of $9.99 on your account for the two months of HD service charge.

When your account was disconnected we sent out a recovery kit to your address. This is a prepaid package for you to return your receiver. You will need to call FedEx and they will pick up the package from your home. If the receiver is not returned to DIRECTV within 7 days of getting the recovery kit the account will be charged an equipment non return fee.
The dish is part of the install and is affixed to your home. DIRECTV does not un install equipment. We will not be removing the dish or metal brackets from your property.

Please be advised that you were in a contractual agreement with DIRECTV to keep services active for two years. The commitment was covered during the sale of your equipment and activation of services. The order confirmation you received in the mail after you placed the order for services also reminds you of your two year programming commitment. Although we regret the inconvenience of your recent customer service experience the commitment on your account still applies. The early termination charge is $287 and will be prorated for the days you had
service.

Sincerely
Heywood Bitew

—–Original Message—–
From: OR
Sent: Wednesday, April 11, 2007 11:20 AM
To: Bitew, Heywot
Cc: Filipiak, Ellen A
Subject: Re: DIRECTV Service

Thank you for your Email. I am sorry that my home phone messaging system was full and that I missed your calls.
Unfortunately, I am unable to accept your offer of returning to Direct TV. I have already entered into a contractual relationship with Dish Network.

Once again, I would appreciate it if you would have someone from your installation service contact me as to when they will be able to pick up the receiver and remove the dish from my roof. It is still raining a lot here on the coast here in Oregon and I would prefer not to leave the receiver outside if it can be avoided.

I would also like your assurances that I am not going to have any charges added to my billing beyond the month and a half that I have already had service, which I am more than willing to pay for. I am also hoping that the final bill has been corrected and pro-rated for this month and I can take care of that as soon as possible.

I appreciate your attention to this matter and I am glad that you are going to review some of the problems that I experienced. It was certainly never my intent to end your service when I made my first call yesterday. I am hopeful that the information that I provided to you from my experience can be used to benefit your company in a positive way.

—– Original Message —–
From: “Bitew, Heywot”
To:
Sent: Wednesday, April 11, 2007 10:12 AM
Subject: DIRECTV Service

Thank you for taking the time to detail your unfortunate customer service experience with DIRECTV. Ms. Fillipak has asked me to personally address your issue. I have tried to call the number you listed with your email but was unable to leave a message as your voice mail box seems to be full at the moment.( My direct number is 310-964-6508.)

I have gone over your email and the details on your account activity on the day you called 4/10/2007. Please accept my sincere apologies for the numerous transfers, two disconnected calls documented) and your inability to get your issue resolved by the supervisors.

Looking at your account billing statement I was able to determine the following. The representative you spoke to on the day of install 2/24/2007 did indeed add four months of free HD service on your account. What she did not do was comment the account that this was offered and added and most importantly she did not disconnect the chargeable HD access also on your account. A careful look at your billing statement would have shown that there were two line items for HD service. One was at a zero charge and the second was chargeable at $9.99. It pains me to
say that the first representative you spoke to when you called yesterday should have been able to recognize this error and merely disconnected the chargeable HD service.
What was more surprising is that all the other representatives including the supervisor did not take the time to look carefully at the account. Rest assured that everyone you spoke to including the first representative who offered you the discount will be personally spoken to. In addition we are looking into why there were so many transfers and disconnects during your customer service contacts.

Please believe me when I say that your situation is not the norm, DIRECTV does not want to loose you as a customer. I am asking you to give DIRECTV another chance. We will reinstate your
services and I would be happy to give you a month of free services for your inconvenience. Please send me an email or call me with your decision.

Sincerely
Heywot Bitew
Business Operation Analyst

I am very sorry for the problems you have had with DirecTV. I will have someone contact you today to resolve the issues.

Best regards,

Ellen Filipiak

SVP Customer Care

——————————————————————————–

From: OR
Sent: Wednesday, April 11, 2007 1:51 AM
To: Filipiak, Ellen A
eafilipiak@directv.com
Subject: Fw: worst service have ever had

Ellen Filipiak,

—– Original Message —–

From: OR
To: investorrelations@directv.com
Sent: Tuesday, April 10, 2007 10:41 PM
Subject: worst service have ever had

I have just spent the last hour trying to get a simple billing error corrected and I give up. I have cancelled your service. In my 50 years, your company takes the first prize with regard to incompetence, and that says a lot as I have seen quite a few mis-managed companies.

I originally ordered the Family monthly plan and HD access in March 2007. When the serviceman came out to install-the HD access was not showing up as part of the install. So both the installer and I had to spend time with phone calls back and forth to your installation dept. It was finally cleared up and the person I was speaking to on the phone offered me four months of HD access free for the “hassle”.

But when the bill came-the HD access was being billed to my account. So I made the huge error of attempting to call your customer service to have this simple mistake corrected.

An extensive amount of time is initially wasted going through numerous voice prompts before finally reaching customer service. I am finally transferred to a man who had a very poor command of the English language. Apparently he was located in India. He had trouble understanding my basic and simple explanations but when he finally was able to get what I was telling him-he proceeded to tell me that he was going to transfer me to the “installation department”. Once more I am back in the system listening to canned music, on hold and being transferred to another person.

A woman comes on the line and I explained the situation all over again. She put me on hold several times and then came back telling me that she saw the error in my billing and then she proceeded to “try and correct the bill”. She requests that I “give her a moment to correct it” several times. In the meantime we had a pleasant conversation about the billing process and she tells me that the $100 rebate paperwork I mailed in has not been processed yet but that I could also file for the rebate online. This was the $10 off each month for 10 months, a promotion for new customers. After being asked by her several more times to “hold on, that she almost had the account corrected” she dropped my call.

I waited 10 minutes for her to call back-which she did not. But while I was waiting for her to call back-I went online and tried to file for the $100 rebate online. I entered my customer service number and was told:

“You have already received an instant rebate or a special discounted offer for this receiver during this promotion”.

I have never received another instant rebate-I am a brand new customer. The only rebate I received was the four months for Direct Access as a concession for the installation screw up.

When the woman in installation did not call back, I was forced to once call back in and start all over….through the various phone prompts…being transferred to India..transferred once again to the installations department and once again explaining myself to another woman. She told me that her name was Holly and that she was located in Idaho.

I was more than a little frustrated at this point. So I told Holly the entire story all over again and I also told her that I was unable to file for the $100 rebate online. She told me “we’re not offering the four months free anymore”. I told her that the four months of free HD access was due to a concession because of an installation screw up-not a promotion offer. She looked at my account and proceeded to tell me that the prior person “did not fix the HD Access errors in billing”. I asked if she could transfer me back to the person that I was originally dealing with in the installation department but was told “that it was impossible” and that I had to explain myself all over again with her. More wasted time.

At that point I asked to speak with her supervisor, as the time I had spent on the phone to Direct TV was nearing a half hour and I felt like I was spinning in circles. Holly put me on hold, came back after a couple minutes and told me that she was transferring me to her supervisor. But she proceeded to transfer me, without my knowledge, to an entirely different department in another state and NOT her supervisor.

After 5-10 minutes on being on hold again, “Tina” came on the line and told me that her division was in Georgia. She asked me why I was calling Direct TV and wanted me to once again explain the entire issue from the start.

I asked her if she was a supervisor. She told me that “no, she was a resolution specialist” . I proceeded to tell her that at this point I wanted to speak with a supervisor. She proceeded to argue with me telling me that “she had the same training as a supervisor”. I told her that her level of training was not the issue-I had asked to speak with a supervisor and was told I was being switched to a supervisor and that I wanted to speak with supervisor and only a supervisor at that point.

I was placed back on hold again for several minutes. Tina finally came back on the line and told me that her supervisor “Jason”, who is supposedly the head of the Resolution Department in Georgia, was refusing to speak with me and that he would call me back in “24 to 48 hours”. I offered to hold and was told that he was not going to take my call regardless of how long I waited.

At that point I had had it with Direct TV. I asked Tina where Direct TV’s Corporate office was located and she told me “that she did not know the exact address”. I then asked her for the city and state and she told me that she “didn’t know”. I advised her that as a result of the way I had been treated up to that point, that I was now going to cancel my account. I asked her to note in my account record that I had requested to speak with her supervisor and that he would not take the call. She agreed to make it part of my record. She told me that I was going to be transferred to the cancellation department. I was on put on hold for quite a long period of time and then the phone connection was dropped again. I had heard my phone call come into rotation more than once and was constantly being put back on hold. I think Tina was expecting me to hang up after being on hold that long.

So here I am, a third time calling back.. through the phone prompts…transfers to India….transfers back to the U.S., explaining everything over and over to each new person that I was transferred to. Now the time I have spent on the phone to Direct TV is well over 45 minutes and stretching into an hour…just to resolve a simple billing issue and I have passed frustrated and am now on to fuming.

I finally spoke with Esmer in Texas. She came on the line asking me the reason for my phone call. Needless to say, I was probably very short with Esmer, because at that point I was sick and tired of having to constantly explain the same issue over and over to different people. She had not taken the time to read my record prior to taking the call-which was a mistake on her part.

I asked her to spare me having to reiterate the story and to review the notes on my case. The over charges for the HD access were still there-no one had removed them. The last note she found on my record was a brief one by Tina that I wanted to cancel my account because of dissatisfaction and that my call was “accidentally disconnected”. Not a word about her supervisor not taking my phone call…but she did try to cover herself for intentionally disconnecting my call and portray it as an accident. I have NO doubt, based on her attitude and how she came across throughout our conversation-that she intentionally disconnected my call.

Esmer processed the disconnect and advised me 1) that I am responsible to get the receiver back 2). that I have to get up on a ladder and take the satellite down myself, and 3) that despite all the screw ups by Direct TV-that I will be receiving a full bill (my guess is that it will probably not be a correct one).

I made it clear to her that 1) someone from Direct TV brought the receiver and satellite and BOTH items need to be picked up and removed by Direct TV. I am NOT taking either one of them anywhere. I have had a knee replacement and have NO intention of climbing 10-12 feet up a ladder to remove a satellite…nor I am paying anyone to do it. I also made it very clear that I had NO intention of paying any bills sent to me by Direct TV. That had to be the icing on the cake.

I work as a consultant out of my home and the time that I have lost today alone, is close to two and a half hours, between phone calls, researching your information on the internet (because your staff refused to tell me where the corporate office was located) and ultimately this E-Mail. Including the initial screw up during the installation-Direct TV has wasted three hours of my time. The money I have wasted dealing with your billing errors would have amounted to at least $150 in billing if I had been working.

Most businesses would be horrified if their staff had made half of the mistakes that was made today…and would have been doing everything they could to retain the customer and their reputation. I know I would.

The majority (not all) of the Direct TV staff I encountered today could have cared less about retaining me as a customer. They instead compounded the frustration I was experiencing with retaliatory actions that only made the situation much worse. For a “trained” resolution specialist to be so argumentative and vindictive is amazing. And for the supervisor of a resolution department to tell a customer, that is already very upset, that he will get back to me in a “couple days”…has to be the height of arrogance and incompetence. I am unable to find a reasonable explanation why a supervisor, who is in the business of customer service, thinks that he can treat customers with such a dismissive attitude and that his disregard for customers will be OK with his company. I can only assume that it is with the approval and acceptance of Direct TV, that his avoidance of his duties is acceptable from their management perspective. It probably speaks volumes about why many of the line staff, particularly at this office, has such a disregard for the customer-they see it first hand from those that are in training/supervision positions.

At my request, my service was immediately disconnected. I am now in the process of speaking with your main competitor to arrange service. I think that many misguided companies spend significant amounts of money on public relations and advertising in an attempt to entice new customers, only to lose them due to extremely poor customer service. This certainly was true in my case with regard to your company. I can assure you that when I made my first call to Direct TV that I was not even slightly frustrated as mistakes happen to all of us and I naively thought I would be able to get it cleared up in a few minutes. But instead I experienced billing that still has not been corrected, two dropped calls, multiple transfers, computer errors for rebates, being lied to about being transferred to a supervisor and lied to about where your company’s corporate headquarters are located, having to re-explain why I was calling in no less than a dozen times to different people, and the notes in my case not accurately reflecting staff actions. And that was just one afternoon for a simple accounting error. The quagmire you call customer service has been so poorly designed that if the consumer isn’t angry or frustrated at the onset-they certainly will be by the end of their call, or in my case-calls.

Staff appears to have little or no accountability and “dropping calls” , “transferring the problem elsewhere” or “leaving a customer on hold indefinitely” seems to be commonly used practices and there appears to be no consequences for their actions. If anything-abusing customers works for them and unless a customer takes the time to complain, which probably 95% do, their actions are completely under the radar of upper management.

One of the chief reasons I am taking my business elsewhere is my firm belief that you intentionally designed the customer service section to be a literal nightmare for the customer. In my frustration of being held hostage to the voice prompts…transfers to India and back, I happened to call the phone number that you have listed for customers that want to order service. Two voice prompts and there was a person immediately available to take my call. When I initially ordered my DIrect TV service-throughout the entire process I spoke with just one person. No multiple transfers…no being on hold for long periods of time and certainly no hang ups. You are well aware of the impact those actions would have on sales. Yet your company is willing to accept extremely low standards for customer service as you illogically think that most consumers will simply tolerate it rather than change providers.

You have made the sales division of your company consumer friendly and just as easily could streamline the customer service end to reduce the amount of times a person is transferred and hold staff more accountable for their actions. It is It is one thing to draw the customer in…you can print up flashy ads in all the major newspapers, run low start up specials…but the true measure of a company is their ability to retain the customers of which they are already serving.

I would appreciate it if you would make arrangements for your installation staff to contact me to make arrangements for them to pick up the receiver and satellite as soon as possible as I am sure the other satellite company will want to install their dish in a similar location.

i have had so many problems with direct tv it’s not even funny. today was the worse i have ever had. when i asked for a phone a phone number for their corporate office they told me all they could give me was an address. how crazy is that?? i told them every corporate office has a phone number and i want it and they said they don’t have but rest assured you can write them and they will write you. all over one of their reps saying they can post date a check and then lying about and taking it out of my account 3 days earlier than they were suppose and direct tv caused my husband’s precription money to go out of the account along with their money. but don’t worry according to direct tv we’ll give you a $10.00 credit every month for 6 months!!!!!! i asked them now is that going to get his medicine this month??? no it’s not because they pharmacy will laugh at me like no tomorrow. the hang ups are the worse along with the transfers to the people that speak barely any english. i know it’s hard on them but dang it’s hard on us as well. i’m tired of the 1-2 hour phone calls to get something settled. like i told them i’m going to cancel my account and get something else somewhere else with less hassle.

To all above and those who are thinking of satellite TV service,

I know exactly how you feel and I recently became a victim of DirecTV. Every company is obviously customer based and resolution, in most cases ,should fall in the customer’s corner. DirecTV’s service lacks the spirit of the word, and I bellieve should be investigated by the FCC. Hey, I have a money hungry lawer on a retainer fee. Maybe I’ll kick of the class action suit.

My father just went through the same abortion of customer service with Dish Network and becuase of this we are starting an LLC devoted to warning potential customers of ALL businesses that either take advantage of, intentionally decieve, or flat out lie to new and existing customers. If you would like to join our mailing list please send me an email.

Well, you guys take care and let every person you meet know that DirecTV is not worth their hard earn dollars. I tell everyone, and I mean everyone. When I walk in a store, the Post Office, at work, or anywhere people gather I say it loud enough for most to hear. Some have actually asked me about my troubles becuase they were thinking about signing up. Lucky them, huh.

Take care and energize the consumer to put a stop to companies that pull this &*!% on hard working Americans.

Oh yeah, I almost forgot. If you want to cancel your service and DirecTV won’t waive the fee, just block all purchases from them on your card, or change your account number.

Let them file with collections. If it hits your credit report you have the legal right to send a written dispute to each credit egency eplaining the situation and your credit score will not drop for a $100.

We have a different problem with them and are talking to our lawyer. I didn’t see it in the letters above but they took out of my account 457.66 with out my authorization. To no avail from them it is still coming out of my account. Lucky I have it there. But what about the people that don’t. they said they have the right because it is in their contract, I then said we dont have a contract with you. they said when they sent out the new reciever for the one that was broke that put us in a new contract noone told me that. I would have never signed a new contract we were moving. Then they were suppose to cancell my service on 4-14-07 and didn’t till 5-17 the shut it off noone was living there place is empty. charged me for that month too. I knew I owed them 96.04 but they charged my account 457.66 We told them we were disputing it and 3 days later out of my account without my knowledge. I thought only the IRS was aloud to take money out of your account with out your permission, I don’t think they are the IRS., We are in the process of suing them for my money. I do believe we should file a class action suite also. If anyone knows what to do about this or who to call please email me. In the mean time I am out that money. mzmazz7001@sbcglobal.net

Should have went through a local dealer.

What you went through is what I exactly went through. However, I finally got my problems fixed after threatening not to pay them and to come and remove their equipment. I am throughly discussed with satalite TV & directv as I cannot watch TV every time it snows or rains. As much as I hate to go to cable (as they are higher priced and I’ll have to pay a penalty to remove Directv) I want to watch TV when I cannot get out. My only choice is Comcast as they drove Champion cable out of business in the Denver area. NO COMPETITION! where are our legislatures?

I contracted with Direct TV to come out and do a installation for a system with a DVR. First, the Direct TV tech did not show for two scheduled appointments, (I should have canceled the service then). Finally on the third time someone showed up and installed the TV boxes and used the old dish on the roof from the previous home owners. After a few hours of playing around with the system I noticed that I could not record anything without having to watch it too. I scheduled another appointments for the tech to come out and do a proper installation and once again they did not show. I scheduled one last appointment and the day of the appointment I received a phone call form the service tech saying that because my home is a two story house they could not do the installation.

I want to take a moment out here to state something. If the tech had told me that the company did not do two story installations when they finally showed up on the third appointment to do the original install I would have never entered into the agreement. I am under the personal belief that if the service tech who did the original installation knew that a DVR system was being installed and did not do the cabling installation correctly and then enter into a contract for a service that he knows he has not set me up to receive represents the elements necessary to prove fraud.

After calling the corporate offices and talking to a manager I was told that I had two options. They could give me a $75 credit and I could get another company to come out and do that actual cable installation or I could do it myself but that Direct TV does not do two story homes in Houston TX. I informed that manager that he had two choices either someone comes out and install the system per the agreement or they cancel my contact. The manager then proceeded to cancel the agreement with me over the phone.

I know I will have to fight them when they try to charge me a early termination fee but I think I will cancel the credit card I used to set up the service just to make sure they don’t rip me off.

Long story short if you are thinking about going with this company DON’T.

I had to laugh reading your rant – I just had EXACTLY the same run-around from Directv and I have been a super-loyal customer for OVER TEN YEARS. They’re service has gone to hell in the last year or so.

I cancelled and am changing to Verizon Fios (optic fibre tv and internet) – the internet speed is fantastic.

If you’re thinking of Directv – DONT DO IT

Shisters or just lack of ethical Service?
Had 2 receivers, 1 went bad after couple of years,
Directv sent replacement receiver but it wasn’t
Then I cancelled one receiver
Then I got married and moved
Then Directv sends me a cancellation charge for renewing my service since i had RENEWED my subscription
In other words they didn’t fix the problem and took it as an opportunity to renew my subscription
GO FIGURE

OMG i hate directtv I am over them have had two dvrs in the past two weeks and neither one of them workwhen I called for them to cancel my service they told me my early termination fee was 480 dollars anyone for a class action law suit let me know I am ready

DirecTV lied to us about local channel availability, charged us for a service we never ordered, and a cancellation fee when we cancelled it. They sent the 1st bill to the wrong address and then charged us a late fee. They were rude on the phone and our cell bill was an extra $100 in charges for being on hold. They want over $400 early termination fee. We want out! We’re looking forward to a private or class action lawsuit.

Directv is the worst! Directv has been forced to pay millions for various violations and yet they continue these unethical business practices. They cut off my phone line during installation and took no responsiblity for it. I had to call my phone co. to repair it. They are not familiar with what services they offer. The technical problems were constant. I finally cancelled. They are now trying to charge me $212.00 for a 2 yr commitment. The only problem is that the installer never gave me the 2 yr contract to sign. They’ve now got lawyers and bill collectors after me. Directv is the Enron of satellite companies.

I am currently a DTV CSR (Customer Service Rep). I can honestly say that whoever you spoke to in your one of many conversations had nooooo clue to what they were saying. They could have, at any time, reimbursed you for the time you waited for the DVR replacement and even if you wanted to still cancel at that point, there is a spot within DTV called “retention.” These “reps” should have done whatever possible to retain you as a customer and I can only apologize that there are so many unhappy customers. Truly, what idiots!

We should all start a class action lawsuit against Direct TV. They stole $782.21 out of my husbands account! Apparently, by giving them your debit card #, that gives them carte blanche to steal money from your account for bogus charges!
My husband has spent 6 hours in 2 days on the phone with DTV. Their MO is to stonewall into never calling them again. They actually threatened him by saying they would charge him $5 for each time he called to get his money reimbursed to him.
This company is horrific. They need to be stopped. If there is a class action lawsuit we are in!

Same kind of story here! I returned my equipment, after moving, paid a cancellation fee (w/no problem) and they have still charged my bank card on file over $270 for that very equipment!! What’s incredible is that they charged my card TWO WEEKS after the equipment was returned, only to tell me that the departments don’t communicate. What?!

I have been battling these fools for 5 weeks now, and all of the times I have called the CSRs I have gotten different stories on how long my money will take to be returned. They have admitted their faults to me, and stated many times “I understand your frustration…” but they TRULY DON’T. I may have to miss a semester of college because they are babysitting my money for me, until they decide to give it back.

When you view my account information online, my balance is -272.22, so they have refunded the money to the actual account in “magic computer land” since 04/03/08! Yet it’s not in my bank account! Amazing!

I have read other sites in which people have had some luck by emailing the CEO’s office at: chase.carey@direcTV.com. In my free time I plan to bombard the ‘net, and this company with my complaints until they lose as many customers as I can get in contact with. I truly hope someone somewhere gets a class action lawsuit started…I am also in!

Well, I see I am not alone in dealing with the incompentence of Direct TV.
I have a similar dispute over the non-installation of a DVR, when I re-activated the NFL package. I was told local stations were now available, I said I would take the DVR if so. Well they were not due to low Sat. position, so I did not want DVR. Customer Service said a Senior Tech could get service and 2 came within a week. Still not possible. I followed procedure to return DVR with in time limit, but unknown to me they had activiated it when they did checking for local channels, so they are charging me the $200 + early termination fee for a service they could not provide. The Call to them have taken over 8 hours of my wife & my time. Letters to dispute department were denied, because some operator ‘Flipped’ a switch with out my approval. I try the email but I suspect that has been changed or protected.

we have been trying since Jan 13 to get a 60.00 refund from overcharges on our account. Today, May 1 the girl told me they were waiting for our bank statment. First, I was never asked for it and secondly they don’t need that. They know they overcharged and I have been told on 4 separate occasions that the refund will be issued ASAP. yeah, right.

return comment to CINDY LOU regarding your retention department. They were the first ones in January to tell me I was getting a refund. May 1 and I can’t even get someone there to talk to. EVERYONE is tied up with other customers. Sorry Cindy Lou – you work for a crooked company.

Same story here. We are innocent robbery victims too. I’m sure I’m not the only one who sees a pattern here.
DirecTV sends out faulty equipment after obtaining customer’s bank account, credit card or debit card number under the guise of using it for some other reason, like security or to set up auto pay for the “convenience” of the customer or simply messes with customers signal. Sometimes they just mess with the monthly bill by adding bogus charges. Customer is forced to spend hours or days on the phone with highly trained moron reps only to be angered to the point of canceling service. Then the customer gets hit with hundreds of dollars, in some cases, nearly $1,000 in donations to DirecTV robbery fund.
We just received yet another return kit from them after returning our 3 receiver boxes via FedEx yesterday (the same day we received the return kit). We called DirecTV and we were told that we should return the extra box immediately so that we won’t be charged for a 4th extrareceiver box. We just called FedEx and they are going to pick up the extra box. We shall see, but I am almost certain DirecTV will try to charge us for a phantom receiver box. We might be able to post an update about this in a few days or so.
I do not know a lawyer and I only wish I knew how to start a class action lawsuit. Please, if anyone can help, we would all (probably each one of DirectTv’s victims, er, customers) deeply appreciate it and I for one, will happily join in.

I just think calling DirectTV a dirty skank is too much. I’m dying over here.

Same story here. We are innocent robbery victims too. I’m sure I’m not the only one who sees a pattern here.
DIRECTV sends out faulty equipment after obtaining customer’s bank account, credit card or debit card number under the guise of needing it for some reason, like security or to set up auto pay for the “convenience” of the customer. Then, when it’s time for the contract to end, or sometimes, shortly after receiving the service, the customer either gets bad reception or DIRECTV
adds bogus charges to the monthly bill or makes some other problem which prompts the customer to call them.
Customer is then forced to spend hours or days on the phone with highly trained DIRECTV moron reps only to be angered to the point of canceling service or getting canceled by DIRECTV.
Then the customer gets hit with hundreds of dollars, in some cases, nearly $1,000 in donations to DIRECTV’s robbery fund.

I won’t go into our case in detail here because this post would be way too long if I told about all he promises, lies, deception, thefts, etc. We still have emails.
We just received yet another return kit from them after returning our 3 receiver boxes via FedEx yesterday (the same day we received the return kits). We called DirecTV and we were told that we should return the extra box immediately so that we won’t be charged for a 4th extra receiver . We just called FedEx and they are going to pick up the extra box. We shall see, but I am almost certain DirecTV will try to charge us for a phantom receiver. We might be able to post an update about this in a few days or so.
I do not know a lawyer and I only wish I knew how to start a class action lawsuit. Please, if anyone can help, we would all (probably each one of DIRECTV’s victims, er, customers) deeply appreciate it and I for one, will happily join in.

By the way, I think they are also dirty skanks also, or even worse.

Assuming either the Left Wing or the Right Wing gained control of the country, it would probably fly around in circles.

Update:
The next morning after we received the return kits from DIRECTV, we sent the receivers via FedEx.

A week after returning the receivers and the extra empty box, we got an automated threatening call from them saying they had not received our boxes and we would have to pay an exorbitant fee for each one if they didn’t get them.

We went to the FedEx website and used the tracking numbers on the package labels to see if they had made it to DIRECTV. They had all been received and signed for by someone named R.Dean. We made copies of all of the receipts.

We called DIRECTV and they confirmed that they had all the receivers and the extra return kit that we had sent.

Today, another week later, we got another automated threatening call. We are waiting to see if they try to charge our bank account again. We canceled the card they have on file and we hope our bank doesn’t get suckered by DIRECTV into helping them rob us again.

I found the online “contract” that we supposedly agreed to when we signed up for service. It took quite a while to find it and this part was very deeply buried:

(e) Payment Upon Cancellation.
You acknowledge that you have provided your
credit or debit card account information to us. You understand that you will incur fees and charges as a result of your receipt and use of Service and/or Receiving Equipment, and may incur early cancellation fees and/or equipment non-return fees (as specified in any lease, programming or other service commitment agreement you entered into in connection with obtaining Receiving Equipment). By giving us your credit or debit card account information, you authorize us to apply this method of payment, in accordance with applicable law, to satisfy any and all amounts due upon cancellation. You further acknowledge that you are required to maintain current credit or debit card information with us and agree to notify us whenever there is a change in such information, such as a change in the card number or the expiration date.

and this:

6. PERSONAL DATA

We collect personally identifiable information about our customers (“Personal Data”). The use and disclosure of this Personal Data is governed by our Privacy Policy and, to the extent not inconsistent with the Privacy Policy, by this Agreement. A copy of our Privacy Policy is available at DIRECTV.com We will also send you a copy if you send your written request to this address: DIRECTV Privacy Policy, P.O. Box 6550, Greenwood Village, CO 80155-6550

How about this?

c) Our Cancellation. We may cancel your Service at any time if you fail to pay amounts owing to us when due, subject to any grace periods, or breach any other material provision of this Agreement, or act abusively toward our staff. In such case, you will still be responsible for payment of all outstanding balances accrued through that effective date, including the deactivation fee described in Section 2. In addition, we may cancel your Service if you elect not to accept any changed terms described to you, as provided in Section 4.

If you really want to get steamed read the entire “contract”. It says that they can do anything they wish, including changing prices, changing policy and terms, stealing from personal bank accounts, and canceling service for other greedy any reason they can think of.
Could this be legal? Am I wrong in thinking that a contract is suposed to be an agreement between 2 consenting parties?

How can we consent to something that we didn’t know about. I learned of agreements existence from an alleged supervisor who told me it is on their website but didn’t even say where I could find it.
FYI, it is at the very bottom DIRECTV’s homepage in a tiny barely noticeable blue strip. You have to click on “Legal”. The “Privacy” Policy is there too.

DIRECTV just assumes that everyone owns a computer. My mother can’t even look at her “agreement”–no computer. It says that if you don’t like their terms, that you may cancel (if they don’t cancel you first for arguing with them after they make you angry). Yeah right! Just try it. You will get robbed.

Why would they think anyone in their right mind even agree to such BS anyway?

DIRECTV deliberately neglects to tell the customer that an agreement is activated the instant they become a subscriber. In my opinion, that is lying by omission, which seems like it would make them guilty of fraud.

I’m with you, Josh. I wish them and their company nothing but the worst.

DirecTV completely scammed me. In early 07 I called
to cancel my subscription. The rep I talked to in the
retention department told me that I could instead put
my account on hold until the next football season
started. I asked him if I at that time I would get a
phone call to ask me if I wanted to restart my
service as I was unsure I even wanted to restart
service. He told me I would.

1 year later I notice many DirecTV charges on my
credit card for 5 months worth of charges. I wondered
what had happened not remembering the restart because
I was relying on DirecTV to call and ask me before
starting.

I can understand a retention rep wanting to keep
someone from canceling, that is their job, but that
doesn’t mean that person can say things that are not
true, or make promises DirecTV does not follow through
on. DirecTV had a responsibility to right any wrong
their broken promises have caused and they have not
done that.

I contacted DirecTV and was met with indifference,
given the runaround, dealing with people that either
have no authority or no inclination to do the right
thing, mostly robotic-like “customer service” reps
towing the company line.

The “great” customer service that their commericials
advertise are a joke. They should take the millions
of dollars they spend on those commericials and use it
to revamp their customer service department to
actually try and do right by their customers.

I have been reading your complaints about Directv. We were behind on our bill by $46 and our regular bill was due on the 15th of June , but they shut us off on the 12th of June at 5 in the morning. On Tuesday June17 I mailed out the full payment of $113.67 by priority mail and also had a tracting number to verify when it was receive which it was receive at the post office in Phoenix at 5:43 am this morning which means it was put in their box at that time. When I called them to ask how long it would take to post they tell me it will take 3-5 business days, even though last month I mailed the bill out on the 3rd and they had it posted and sign in as credit on the 6th of the month. I did ask to talk to someone in the Phoenix area and they give me customer service all over the country, I said I wanted to talking to someone from accounting in Phoenix but they said that they are not allowed to take calls but I have previously talked to someone in accounting just 6 months ago, I would have no problem but I sent by money order and money orders are safer than checks or credit cards because than they have less chance of access your personal information. I am waiting to see if they post it yet today, but I think there service stinks

My old-as-dirt uncle went thru this same thing with Directv debiting his credit card, although they told him they only needed the card in case he became delinquent with his bill. It was not explained to him that the contract had to be in effect for 2 years; he never even got a contract! In any event he was forced to move out of independent living and in with us (his niece) I called and asked for a copy of the signed contract so I could review my uncle’s account rights to cancel service (he used it 9 months). They said there was no contract that he signed but he was verbally told….they were very crappy about the whole thing, even 4 calls later. I wrote, emailed and called to no avail. I emailed our state attorney general, who tried to persuade Directv, but said that was all she could do and they weren’t biting. DO NOT do business with this unethical company.

On behalf of DirecTv, I am hereby authorized to send each and every account that has outstanding balances to CBE for collections. This is my job. Pay your bills on time and in full, and we would not have to do this. Being poor/broke is not an excuss, you ordered the service, you pay the bill.

Scott West
DirecTv
Albany, OR
1-541-926-4635 Field Office
1-360-885-9669 Regional Office
1-541-936-1908 Office
1-800-531-5000 Customer Service

Does anyone know of a lawsuit with DISH, in Texas. If so i would like to join, they have given me the run aroung with where they put my dish

They seem to not realize that 1 dissatisfied customer is only $1200/year lost income, yet 1000 = $1.2 million! Over the average life cycle of a client this equates to a total potential revenue loss of upwards to $24,000,000!!!

Send your complaints and issues to John at the “Office of the President” @ 1.888.237.8327.

Direct tv has begun a practice that allows them to go into your checking account or charge your credit card for outstanding balances, cancellation fees, equipment. This is without your consent or permission. EVEN without a bill. I receive my bank statement stating that there was a 300 dollar charge from direct tv. I had called to inquire about transferring my service due to moving, I was told I couldnt get a transfer order until i paid the bill of 80 dollars that was going to be sent to within the next couple of days for the month service. I inform rep that i would make payment once bill was recieved like i had done for the past 12 months of service with direct tv. The rep stated that without paying the current months bill i would not be able to transfer service. She said that all i could do was cancel and reorder later once i got moved when i told her that the new owners had moved into my home. The call got disconnected and I was out of town figuring I would call back later to follow up.

3 days later my checking account has the charges taking out of my account. I call direct tv, i was inform the bill was for early cancellation fees and the 80 dollars for the month of service. I inform that i was under a 12 month contract and year was up so why was i being charged early cancelation. it was at that moment the rep stated that since i had the dvr, the contract was changed to a 2 year, i informed her no one had ever told me this and the email i recieved stated a year contract from direct tv.

the rep also inform me that it is now direct tv practice that all customers must have credit or bank cards on file so that they can deduct charges. I ask how was this possible without having a consumer permission. this was when she inform me that all consumers agree to this when signing up for service, it is in the customer agreement. that they will use any cards showing in their systems in which the customer has made payments with in the past, she verified that i had 2 credit cards stored in their system in which they save when payments are made, also this is without having consumer permission.
so despite not having permission or even a bill, direct tv will debit your credit or bank card. BEWARE! this angers me, my account wasnt in collections, i have never been behind on their bills and pay consistently, nor was their any outstanding balance. i hadnt even gotten a bill yet, the fact they are able to go into banking account without my knowledge or permission is unethical to me.

******I am including the web link of their agreements so that you can see what they use but isnt verbally stated about their practices of debiting customers bank accounts. http://www.directv.com/legal.

*******also a copy of their email that confirms service, no where states a dvr becomes a 2 year agreement:

Congratulations on your recent order of a DIRECTV® System. You now have access to the best entertainment value on the market today. Below is a summary of your order as well as the terms and conditions of the offer.

Our web site at DIRECTV.com has a wealth of information that may help you with questions that you may have about your DIRECTV System and programming. You also may change or confirm your installation date and time by creating a user account on http://www.DIRECTV.com. If you have additional questions about your order, please call us at 1-866-678-9465.For questions about DSL Service please go to http://www.DIRECTV.com/DSL.

Lastly, we’d like to let you know about a special opportunity to enjoy free DIRECTV® service. Simply refer a friend to DIRECTV, and when they activate their service, you’ll receive a special bonus credit on your DIRECTV account. There’s no limit to the number of referrals you can make, so you could enjoy free DIRECTV® service for a very long time. Go to http://www.DIRECTV.com/refer or call 1-866-GIFT-TO-YOU for details.

Best regards,
DIRECTV, Inc.

——————————————————————————–

DIRECTV ORDER RECEIPT – PLEASE RETAIN FOR YOUR RECORDS

Qty. Description Each

1 DIRECTV DVR $0.00
1 DIRECTV System (18″) $0.00
1 DIRECTV® Satellite Dish $0.00
1 PLUS DVRT P000006357000000001 $0.00
1 Standard IRD $0.00
Installation Included $0.00
Handling and Delivery $0.00
Tax $0.00
Total $0.00

——————————————————————————–

NEW CUSTOMER OFFER TERMS AND CONDITIONS
Please refer to your DIRECTV Lease Addendum for all Terms and Conditions regarding your leased equipment.

By placing this order you agree to the following terms and conditions:

You are a new residential DIRECTV customer.
If you cancel your order prior to installation, we will issue a full refund.
FAILURE TO ACTIVATE ALL OF THE DIRECTV SYSTEM EQUIPMENT IN ACCORDANCE WITH THE EQUIPMENT LEASE ADDENDUM MAY RESULT IN A CHARGE OF $150 PER RECEIVER NOT ACTIVATED.
Offer requires you to purchase 12 consecutive months (24 consecutive months for advanced equipment) of any DIRECTV base programming package (priced at $29.99/mo. or above) , or any international services bundle. In certain markets, programming and pricing may vary. DIRECTV PROGRAMMING AND PRICING SUBJECT TO CHANGE AT ANY TIME.
You must activate and maintain DVR service ($5.99/mo) if you ordered a DVR or HD DVR.
An HD Access fee ($10.99/mo.) is required for HD Receiver or HD DVR leases.
You accept the $4.99/mo. lease fee for the second and each additional receiver.
Your receiver must be continuously connected to a land-based phone line to activate certain sports programming and to allow pay per view ordering by remote control.
If you fail to maintain your programming commitment, you agree that DIRECTV may charge you a prorated fee of up to $150 for standard equipment or $300 for advanced receivers within 7 days of downgrading or disconnecting your programming.
Leased equipment must be returned upon disconnect. If you do not return equipment, DIRECTV may charge a fee of up to $55 per standard, $200 per DVR, $240 per HD and/or $470 per HD DVR.
If you cease to be DIRECTV’s customer for any reason ( whether voluntarily or involuntarily ) , you must call DIRECTV at 1-800-531-5000 within five (5) days after the termination of your DIRECTV programming services to (i) make arrangements for DIRECTV to pick up all of your DIRECTV equipment; or (ii) obtain information from DIRECTV necessary to arrange for a ground or air freight service to pick up and deliver all of your DIRECTV equipment to DIRECTV.
You and DIRECTV agree that any dispute arising under or relating to your agreements or service with DIRECTV, which cannot be resolved informally, will be resolved through binding arbitration as fully set forth in your DIRECTV Customer Agreement (a copy is sent with your first bill but may also be viewed at DIRECTV.com). Arbitration means you waive your right to a jury trial.
Limit one rebate per account/person/household/DIRECTV account per 12 consecutive months.

Added to this, has anyone else gotten burned by their 18 month contract? No one ever, EVER told that there was an 18 month contract or and early termination fee. After I failed for the 5th month to see any savings, I cancelled my contract and got busted with a $260 early termination fee!

Very original story #1.
I have ordered their service at first on JulY2nd of 2008, Waited 2 weeks and when on 16th of July installeR SHOWED up ( I did not know then)-it was a miracle, he has wrong amount of recievers. He worked for 9 hours. And istalled the settalite dish on our block wall-it is horrible, since my stocco will break very shortly.They such a morans on the phone too. I spend since July16 until today August 19th neary 2 hours daily on the phone, trying to make someone come and finish installation.
First installer had not completed my international channels installation, SINCE, READY???IT WAS NOT ON HIS ORDER AND WHY I DID NOT TELL HIM THIS IN THE MORNING HE WOULD OF DONE IT?? LIKE I SUPPOST TO KNOW, WHAT ON HIS ORDER???I SPENT 2 HOURS SAME NIGHT ON THE PHONE CANCELING SERVICE, YES, THEY TOLD ME ONLY BECAUSE I ACTIVATED SERVICE 2 HOURS AGO I WILL NOT BE CHARGED $200 CANCELATION, NOONE COULD TELL ME HOW COULD I GET PROMO PRICE THEY POSTED ON LINE FOR 200+ OF $49.99/M?? THEY SAID “NO” IT IS $72.99/M. AND HOW COULD I INSTALL MY INTERNATIONAL DISH AND ACT. PROGRAMMING.I use american express to avoit any faulty charges for 5 years, since they very good with dealing with companies like Direct TV IN CASE OF ANY CHARGES.
PART 2:
i HAVE PLACED SECOND ORDER, BUT NOW I HAD TO DO IT UNDER MY NAME, NOT MY HUSBANDS(OTHERWISE WE WILL NOT GET PROMO PRICES POSTED, SINCE WE JUST CANCELLED WE WILL NOT QUILIFY FOR IT-MORANS, MORANS, MORANS!!)
SECOND ISTALLER SHOWED UP-AND THAT IS WHEN MY REAL NIGHTMARE BEGINS ON jULY28TH, 08 UNTIL THIS DAY. HE SPEND 2 HOURS TELLING ME, WHY HE COULD NOT INSTALL BOTH NATIONAL AND INTERNATIONAL CHANNELS. HE WAS ABOUT TO LEAVE, WHEN I ASKED HIM TO INSTALL AT LEAST NATIONAL PROGRAMMING, SINCE THE DISH WAS ON THE WALL ALREADY HE HAD LITTLE TO DO. DID I MENTIONED, THAT WHEN HE LEFT 1 OUT 3 TVS WERE ACTIVE???HE HAD NO IDEA WHAT HE WAS DOING, HE NEVER SEEN PLASMA TV IN HIS LIFE ANDWAS KEEP TURNING IT BACK AND FORTH LOOKING FOR PLUGS(AND THERE WERE NONE ON THE BACK!!!!!!!-MORAN)-IT HAD SEPARATE BOX, WHICH I SHOWED HIM.
SERVICE PROVIDER HERE IN PHOENIX CALLED “DIRECT SET USA”-THE WORST OF THE WORS.I FOUND THEIR DIRECT NUMBER, 2 SUPERVISORS CELL NUMBERS. I KNOW EVERY DISPATCHER NAME BY NOW. ALL SUPERVISORS: DAVE, SCOTT, DAN AND SENIOR SUPERVISOR KELVIN PROMISSED ME INSTALLATION: LAST WEEK-WEDNESDAY-NO SHOW, 2 DAYS LATER-SATURDAY (08/16/2008), MONDAY (8/18/08)-NO SHOW AND TODAY (8/19/2008)—-DO I HAVE TO SAY NOOOOOOOO SHOWWWWWWWWWWWWWWWWWW

tHEY MADE ME CRY, DRINK AT 10 A.M. SCREAM AND CRY AND DRINK AGAIN.
i STILL DO NOT HAVE MY INTERNATIONAL CHANNELS.

I AM FOR CLASS ACTION ON BOTH SERVICE PROVIDER AND DIRECTTV.

IT NEEDS TO BE BIG FIRM, THAT CHARGES NOTHING TO US, BUT SPLIT THE DAMAGES. SOME OF YOU WHO HAVE $200 CANCELATION-DIRECT TV ALREADY HAD CLASS ACTION 2005-2007 IN 22 STATES, BUT NOT ARIZONA-SUCKS, THERE IS MORE STATES.
BIG LAW FIRM LIKE:” SPIEGAL AND UTRERA” (OFFICES IN MIAMI AND CHICAGO) SURE WILL BE INTRESTED

BY THE WAY I LEFT 3 VM TODAY TO THIS SUPERVISOR -THEY ALL SHOULD BE FIRED!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!FIRED!!!!!!!

Just Sharing
Date: 8/21/2008

To: Jay H. I.D. # W2773 DIRECTV Customer Service
Concerning: Account reference # 14448902

Consider this an official request for any recording or documentation you may have of my giving DIRECTV permission to use what you call “the credit card on file” for automatic payments and or payments on services to any other address than 5359 Scarborough Way.
If you have the original contract on file then please provide me with a copy of it immediately.

I signed up for service from DIRECTV in November of 2003.

My records clearly show that during my service period at 5359 Scarborough Way I was being billed by
US Mail and that I was making each payment with one time only payments over the phone.

I never gave my permission for DIRECTV to take payments automatically from that debit card.

When I moved to 7434 Springvale Way I made it perfectly clear to your representative on the phone that I could not and would not be continuing DIRECTV’s service at the new address.

Jason H. ID # W2773 claims.
Even though the owner of the house I was then renting would not let me have the dish installed on his house, that I agreed to reactivation after a suspension of the account from 5359 Scarborough Way so DIRECTV could reactivate the payments at a later time.

Please provide me with a recording of that conversation. I am dying to hear that one.

If the account was reactivated. Why wasn’t I sent a bill each month?
Why wasn’t a dish installed on my house and service reinstated so I could get what I was paying for.

Jason H. ID # W2773 say’s that negligence of my bank account activity gives implied consent.

At that time I had so much money in the account, that it went un noticed, only because I was so busy working full time and going to school and trying to earn money by making an honest living.

DIRECTV was getting away with extracting money from a bank account, using information they obtained from a debit card under false pretences.

They exposed there exploits when they got to greedy and went so far as to actually have a collection agency try to collect on a non existing service.

Jason H. ID # W2773l You offered to stop collection on payments after the debit cards expiration date.
But you haven’t even offered to give me the service I Paid for in advance. What’s up with that?

DIRECTV has taken $1961.07 from this bank account illegally.
I demand Payment of the total amount of $1961.07, that I be provide a copy of the written documentation of the stop put on all collections and written confirmation that there is no obligation by me or DIRECTV to continue this relation ship any further.

Mark E. Hammock

I’m still boiling mad over my $500 DIRECTV experience after only 11 days of service I can’t see straight . They are liars, crooks, and the worst kind that can still sleep at night knowing they are not honest to their customers, and they honestly don’t care.

On 8/8 we ordered DirecTV being very specific and firm in having our local Fox affiliate available. We were assured that the Fox channel was available to us.

on 8/11 serviceman installed HD receiver and dish. After he left, approximately 3:00 PM we tried to get the Fox affiliate – GUESS WHAT!!!!! NO SERVICE.

on 8/12 before noon we called saying we were not given what we were promised & wanted to cancel. Needless to say, after many conversations with rude, arrogant and just plain stupid people we are still fighting them. They have charged our CC for the HD receiver and over $400 for early termination even though we had it for less than 24 hours!

One person told me, “well, you did turn it on.” I asked him how on earth were we to find out if we had Fox without turning it on???

Anyway, the receivers have been returned, but nothing was mentioned about the dish itself. What happens to it?? We were given no instructions about returning it. Do we just keep it?

We got direct TV over 3 years ago, Last year when they offered Game Lounge we got it for 5 dollars a month after the first week or so it stopped working and kept telling us to subscribe we called their customer service who got it to work again the next day the same thing happened we again called same thing they got it to work a day or so later the same thing happened yet again, after numerous calles being transfered tech after tech they decided it was our box that was bad and had a bad modem so they would send us a new converter box with pre pay for the return of the old one,called had it activated as explained by their reps after a few days the same dam thing was happening called rep tried things got it working a day or 2 later the same thing,finally after weeks of trying we cancelled the game lounge, the bill came and they tried charging us for a box the amount was over 5 hundred dollars we called and complained they took that charge off but they also charged us for shipping the box that was 9.99 I think we called and complained yet again they gave us 3 months of starz we let it go. now here it is a year since all this happened and we are getting cable and called to cancle the account and they are trying to tell us we have an 18 month contract since we asked for an upgraded box !!!! what the hell Direct TV it was your techs that said it was bad!!!! we told them we wanted it cancelled on 9-7-08 since cable was comming on the 6th. the rep got pissed and said we would be charged 20 dollars for each month of service left on contract we said we dont have a contract told them story etc but there is nothing they can do we got a new box etc….I told him send me the bill cause I am not paying it he then said if we have a credit card on file we will charge it, real nasty!!! I called card company and got a ned card number and cancelled that one!!! woke up the next day and service was cancelled NO TV!!!!! called and they said we need to call our Virizon phone company and have them have the service turned on again WTF??? so I called Verizon who called driect tv and had it turned on again till the 7th as requested in the first place. DONT anyone at direct tv listen or follow directions? Ther bosses I am sure see and hear all the complaints from their customers or their lost customers Dont managment care or do anything about it at all??? I am in the customer service business sorta and if we did or treated anyone like they treat us we would be fired period…our livelyhood and Yours direct tv is your customer…wake the hell up and treat them like you should to retain them and grow your business and make it the best and most profitable not the other way around are you all stupid like your reps or what???? like I said we have had Direct tv service for over 3 years met our contract over and above and now are canceling our service and we get treated and threatened by one of your reps and get told they will charge me 20 dollars a month till next sept cause we got a box that your tech said we needed to get game lounge to work which it didnt and now we have a new contract…something is totally wrong here and your thinking is way off and it needs to be corrected and corrected fast…I am not paying for any disconnect fee I will have cable come in and run their wires etc and use their service and if you send me a box or 2 or 3 to ship your equiptment back in I will gladly do it even though your techs should be doing it as part of their job….if I dont get boxes for all the equiptment( 4 boxes and a dish) I will send the latest box and will I guess be charging you oh say 40 dollars a month for storage of each peice of equiptment that you dont send a box for to be returned how is that for MY CUSTOMER charge and service for your equiptment…THIS company needs to be sued big time for everything a jury will award all of us and if there is someone that starts a class action law suit against them I want to be on the list…Rich Hayward Wilmington ohio I am in the phone book.
E-Mail is richnsandy@msn.com

Thank you

So we had an H20 receiver that has a recall on it. I called in to customer service and the gentleman talked me through recovery and ordered my new box since I qualified for a free replacement.

A few days later i received the new equipment and it is different than what I have. NP, I call them up to activate and also order the missing BBCs. The lady looks into my account and basically adjusts the billing to credit the different receiver since they had only given me a 100$ credit to the defective replacement (which is goofy in itself). We have more conversation while she then activates the new HD-DVR.

A couple days later I get a call late at night from DirecTV. Apparently they cannot issue the credits on my account and I am now being told I am responsible for paying the difference on the upgrade! No way I tell the guy..I dont even need the DVR as I have 3 other ones in my house. So, he tells me in a nutshell, “sorry, but you agreed to the upgrade”. At this point I am going nuts so I ask to be given a credit for the now 4 weeks of Sunday Ticket I cannot watch. His reply? “You can go to another room” . I then suggest that they send me the equivalent box and let me resend this one back to them. “Sorry, no refunds, exchanges or returns after activation”..

At this point I then request to be escalated.

Once escalated I go through the same motions with another agent. Apparently this is a manager and he looks into it. At first he is reluctant to do anything because I could have just refused it. But after I explained that I would have had I not been told it was free when I called and explained that it was a different model. I am not going to say no to a free upgrade to be honest. Eventually I get into the common sense part of the gentleman and he then reissues the replacement order to the original HD box, and sets up a recovery of the new HD DVR. Squaring it all away and starting back at 0.

To be honest, it would have just been easier for them to let me keep what they f’d up. I’ve been with them for 7 years and they could have thrown me a bone.

DirecTV is the anti-christ – that is how I feel today about it. The short story is:

- signed up for the service in October 2007. At that time the special was that you got NFL Sunday Ticket as a part of that “deal”

- called in December 2007 to say I don’t want the Sunday Ticket – they said ok, removed it from our bills, credited the charge to us

- got a bill in July 2008 with the ambiguously worded statement “NFL Sunday Ticket Renewal: Sports Subscriptions continue each year, unless you call to cancel before the season start…” – go figure I ignored it because we cancelled it last year

- realized that we are getting invoiced for it (yes, should have caught it earlier, dumb me)

- have spent 2 plus hours on the phone to get NO WHERE – still being charged – cannot get straight answer. Have determined that they don’t have a published policy about billing disputes because they don’t honor the billing dispute statement on the invoices.

Very frustrating. Very very frustrating.

It is obvious to me that they just don’t care. No one we’ve spoken with can do anything.

I have direct tv service for about a year, I initially took for 2 year agreement along with HD package. Now I changed my channell line up as basic + international package none of the channel come with HD but they are still charging HD access fee because of the 2 year agreement and HD DVR reciever. I asked them to replace my HD DVR, they say i have to pay $200 to replace the reciever.

It is pain in rear with these customer service representatives to deal with the issue, I had service with charter and dish network; they were lot better than direct tv representatives.

I got screwed by Direct TV also, they promised 2-week cancellation policy and then went ahead and charged the cancellation fee of 460. I switched cards on the bastards, I’ll fight them to the ends of the earth.

check this out…

this is mine…

Wow, to be fair, their offers usually are for 1 free dvr or hd receiver, and you have to select it with your order in order to get it.. because if you dont tell people you want something you wont get it. That whole re-scheduling thing sucks for you and that usually happens for every tv provider, but come on, at least pretend not to be retarded.

I have just started a Facebook Group so that we all can have a place to voice our complaints about Direct TV. Join the group and spread the word!

http://www.facebook.com/?ref=logo#/group.php?gid=242451930669&ref=nf

I can relate to everyone’s experiences with DIRECTV. Now, more than ever, am I going to cancel my service. I have gone through 2 DVRs … Both of which have literally been faulty and blew up. DIRECTV has since ruined two of my televisions and owes me over $2 grand as that is now my current bill with the fire dept for having had to come out to my home and put out the electrical fires. I want to file a lawsuit but not sure how.