Hopefully this gets to someone. I have complained before several times and enough is enough. I have reported this company to the BBB as well as countless online blogs. I am also seeing a contract buy out and urging others to do the same. Something has to be done about the way this company handles things. It's also amazing how many of your employees agree about the wrongful practices that take place daily.initial installation was scheduled 6/27. I was very excited about my new service. I have never been a Direct TV customer before, and felt that the service promised would greatly compliment my new television. When I had called initially, I had told the woman who had taken my order that I indeed did not have internet service yet and that I was unsure of all that Direct TV had to offer. I took notes on the conversation we had and felt like she helped me pick the right choice for myself and my partner. I was also to happy to hear that when I use the automatic bill pay service, I received "free HD for life"! I greatly anticipated the installation day. On the day of the installation, the tech was at our residence for about 7 hours. I had initially greeted him and my partner was with him the rest of the day, as I had an obligation to attend. My partner specifically took time off for this service. It wasn't until the "completed service" that my partner was made aware that the free HD service we were promised wasn't being provided. The box and satellite were not HD compatible however, he had done the extra wiring for the HD DVR service we had expected (which included drilling a hole through the side of our new house and having sloppy wire everywhere). My partner had called me and made me aware of the situation and I had promptly called and was heading on my way home. When I had called to remedy the problem, I had spoken to several people before I had spoken the 4th person on that call who to had yet to give me a solution. Prior conversations I had had up until the point that I had spoken to the last person made it seem like the error was a simple fix and that we should be up and running shortly. While the tech was still at our residence, my partner was also told that the problem was a simple fix. I was shocked to hear that the fault was mine because I failed to remedy the problem on the confirmation email, which reads like Greek to those who don't work for the company, that I had to pay for HD service. I then informed her of the promotion I was offered by the woman who originally took my order. I was offered "free HD for life" with automatic billpay. I also stated that everyone makes mistakes and surely when I signed up, the sales rep could have clicked the wrong box. The burden of proof was there. They had me set up for automatic bill pay at the time the order was made. Why wouldn't I agree to a free service offered at that time when I had already made the requirements. I was then told that there was no way to alter my order unless I wanted to pay for the service. I found that surprising because we were told by the original tech. That all we had to to was "swap boxes". After arguing to the point of tears, I figured out that the only way to get the service promised was for me to immediately terminate my account and have my partner open a new one. Home at the time, I had handed the phone over to him. When taking his info, they never verified who's name was on the checking account. They had used my personal account for the automatic bill pay for a service that is in his name. This account is in my name ONLY and should have been verified before it was charged. We were then told that our service would be terminated by midnight and we would have to wait until 7-12-11 for our installation. My partner was also promised that because this is not a full installation and only the downstairs box had to be changed and re-activated, that the service would be fairly quick. After a 2 week delay we were able to get service. We were told that the service would be provided between the hours of 8-12. My partner had taken off for the first round, and I had taken a half-day for the second. I am an independent contractor for a company. Taking time off is almost impossible. When I do have to take time on a scheduled day, I loose that day's pay and will not have the opportunity to make the day up. I was scheduled for a full day and was to be compensated $250.00. I awoke early and started getting myself ready for the day. I had figured that I could be on the road soon after they come. The tech had called me to inform me that he probably would not be around until 1:00pm. He was swamped with orders and could not fit me in any early. I had asked him what the work order looked like for us. We were told that we would be marked as a priority because of all the initial stress and after waiting two weeks and taking more time off, couldn't see why my morning appointment was the first to get brushed off. He told me that he was going to see what he could do based on the work he already was scheduled for. I had called my corporate office to let them know that I was not going to be attending work today due to the mess your company had gotten us into. The tech had called to let us know that his first appointment had to be bumped back because of no adult present and he would get to me as soon as he could. When he and his co-worker had arrived, he tech was shocked by the work that was done prior to his visit. The work was sloppy and wrong. Cords were too short, and the upstairs box was never activated and needed to be replaced. Another issue that arrived was the promise of a internet connection to fully view the vast library of movies and programs. The connection could not be hooked up because, in order to do so, the tech would have to drill through our porcelain tile in the kitchen and run a wire to our living room. I had to call and get to the bottom of the problem and later was told that a wireless connection could have been done at no additional cost. When my partner had spoken to the sales rep, none of this was brought up as a potential problem, or a solution. I had to agree to have to piece of equipment dropped off and set up later. The box in our guess bed room was done completely wrong and had to get replaced by the second tech. Is this the service you offer? Where is the promise to your customers? This was the worst experience I have ever had with any company. Lost wages. Sloppy order taking, blame on the customer, lack of personal bank account security. This is ridiculous. I am going to continue to write to your company and give a buyer beware to anyone that wants to start a service. My last letter had not gotten me anywhere. The same confusion, inconsistency, and passing customers off like a round robin continues.
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