Customer Service for us has been a true test. Right from the install of the equipment... The installer never took the time to go through the installation with me as promised. He installed and left as quickly as possible. That is when the fun began. It did not work properly from the start. It would cut out the program (freeze up) and give us the message of not receiving the signal... Then gave us a code number 771A. We went through the steps advised on screen to fix the problem but that did not work either. Finally a call was made to them to get help in fixing this problem. You call them only to get put on hold and get a message that you have a little over 10 minutes waiting time... That happened 3 times... Finally a little over 5 minutes... That happened 3 times... Then a little over 3 minutes... And finally 2 minutes... Twice... Then I got a person. (LIKE OUR TIME DOES NOT MATTER TO THEM.) FINALLY we were told that they would schedule a service and it would happen within 2 days. So for two days I was watching a program and it would freeze up. For two days this happened... Finally the guy came and installed a new piece to the dish. He left in a hurry again. And an hour after he was here it started to happen all over again. Problem not fixed. So another call was made and it went just like the first call... Put on hold for over a half hour before finally getting connected to a person. Once again I was told that a service call would be set up for us and to expect it within two days. Then I remembered the guy that had installed it had called me, so I found his number and began calling him directly. He said he would come that day but I would be his last call of the day. Just before 5 P.M. He called me back and told me he would have to come the next day he was out of the area and it would be dark by the time he got back. The next day... A call came from him telling me he had 3 installs to do first. Again no show and this time no call back from him. I finally got myself a folding chair and sat in the laundry room to watch the tiny TV that is still hooked on the house antenna to watch the Royal wedding. With an occasional shout from my husband to tell me the big TV was now working. Soon I would be running back to the little TV when it would freeze up again. This happened all day long. Another call came from the service man saying he could not make it again to fix the problem... Until tomorrow. That took us to Sunday and it was announced that it would be on his day off and he was willing to do me a big favor. (A bit of a guilt trip was in his tone.) I held my ground that he should come and that I would AGAIN sit and wait for his arrival. (My husband went to church alone.) He arrived home and still no service man. Then I got a call telling me he was waiting for his x-wife to come and pick up his son and that he would come as soon as she picked him up. (Another guilt trip.) Finally he arrived. I told him that since I was always getting the same message of 771A that he should check the black box first... I thought that was the problem. He did that first and... YUP THAT WAS the problem. He replaced that and ever since the service has been working. Funny thing is... I had told him that I thought this was the problem on his first call back and he never thought it could be the problem. Oh ya... I also called to get it set up with the company... And went through the calling experience for the third time. So I want to share our experience with you so you can be prepared for the lack of service that you get from DirectTV. My suggestion to them is... Hire better help and more of them, to service your customers. When our contract is over... We will go back to our antenna. Unless they can improve their product and service... in time I am sure they will just fade away. Oh ya... One more thing... I was promised that if the guy had to come back again we would get another 3 months added to our free viewing experience with movies. Funny thing is... Now they do not answer my calls... I get a message that they will call me back... But two days have passed and I have not received a call back. So much for the promises that they give you. Good luck and if you haven't gotten DirectTV yet... Think it through long and hard before you make your decision.
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