Directv
Poor Customer Service - Awful Customer Service

My interaction with DirecTv has been less than desirable. I ordered my DirecTv through the AT&T website and received a confirmation number and picked a date for my DirecTv to be installed. Upon the date of installation, I took time off of work to meet the installer, but no one came to my house.

When I called DirectTv, customer service rep, Rose Lopez from California, said they had no record of my order, and that there was no way I could have ordered it. Because I did have a confirmation number, and I had taken time off of work, I asked that they rush my order and have someone come to install my DirecTv that same day. Rose said that was not possible and scheduled me for a day when I was unavailable at the scheduled time. When I asked Rose to please let me talk to someone else in charge of scheduling she said she would do so and then transferred me to a number that did not exist.

I called DirectTv back and asked that they move my time from installation between 12-4 to installation between 2-6 as I was out of town between 12-2. I was told a note would be placed in the file and that I should call DirectTv on the day of installation at 10:00AM to have a definitive time of when installation would occur.

When I called DirecTV at 10:05 AM on the day of installation, there was no note, and installation was scheduled from 12-4. I asked this customer service rep to place a note in the file that I would not be home prior to 2:00 and to please have the installer call me prior to arriving. I then inquired about the refer a friend discount as my parents referred me to DirecTV but I forgot to alert customer service when my second order was placed. The representative said they could not do it due to policy but would transfer me to someone else. The next person who I spoke to also said she could not do it due to policy. When I asked to speak to a manager she hung up on me.

At 12:39 I received a call from the DirectTV installer saying he was coming over to install my DirecTV. As mentioned earlier, I was not in town and would not be available until 2:00 but to please call any time after that.

At 2:15 I received a call from another DirectTV installer who said he was heading to my house. Upon arrival and looking at the situation, the installer said he did not have the right equipment and would have to come back tomorrow.

As I had already taken 2 half days off of work, I could not afford any more time off of work. I called my boyfriend and asked that he please come over to meet the person for installation.

The following day the installer showed up on time and installed everything very quickly. When I came home at night to turn on the TV, my TV said the satellite could not find a signal. After much investigation I found that the cable outside connecting the satellite to the box was not connected so I had to pull out a ladder and connect it myself.

Needless to say this has not been an easy or convenient process and I currently would not recommend anyone switch their service to DirecTV.

Company: Directv
Country: USA

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