We have been long-term customers of Direct TV. Every time you call in, there is no less than a 15-minute wait to speak to a live, breathing person. On at least 4 different occasions this summer (summer of 2008), we have called in and complained about the DVR system having problems with recorded shows, such as freezing up, skipping, and going back to the beginning of the show when I hit the fast forward button. Every time, we have done their troubleshooting, and it acts up every time.
On Aug. 28, we called in again and did a complete system reset again, and the representative said that the next time we call in, it will be replaced, no questions asked, no more troubleshooting. We called in on 9/7, and, don't you know it, we were on hold forever and needed to do more troubleshooting. Direct TV could not care less whether they were about to lose a long-term customer because of THEIR faulty equipment. They just wanted to hassle us even more with troubleshooting on the same faulty equipment as before.
After lengthy troubleshooting, they finally agreed to replace the equipment, but gave no credit for our time putting up with the customer no service. If you have your choice of service, go elsewhere. Direct TV does not care about their customers, period, end of story!
P.S. I forgot to mention that somehow, conveniently, the calls prior to 8/28/08 were not recorded.
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