DirecTV
Missed Appointments, Nearly a Month Without TV, Disabled Customer

I am very, very disappointed with DirecTV. I have been a customer since 1999. On August 19 I called to say that one of my receivers was not getting a picture and the other receiver was starting to get choppy, and I wanted both receivers checked. The agent said someone would come Saturday, and I said I needed to be notified 30 minutes before they came because I am physically disabled and needed someone to come over and open the door.

They called at 2 pm and said someone would be there by 3 pm, but the person came at 3:30 pm instead, took my satellite dish down and said someone would come the next day by 8 am to relocate my dish. I canceled my morning appointment because DirecTV was coming. But no one came, and when I called DirecTV I was told that an appointment is never scheduled for an exact time. The appointment time was 9-12.

I called again at 2:30 pm and was told my appointment was 12-4, not 8-12. I reminded the agent and stressed that I needed to be notified 30 minutes before they came because I am physically disabled. But, of course, when I went to the restroom and no one else was home, they came. I called immediately and was told I needed to reschedule because somebody had been there but no one was home. I stressed to the agent that I needed to be notified 30 minutes before they came because I am physically disabled, but no one did.

Then I was told no one could come until Sept. 25th, but the subcontractor, when I called directly, gave me an appointment for Sept. 16th. I could not believe I would be without TV for almost a month. I could not believe that after being a loyal customer for nine (9) years, with my account set up for automatic debit, I was being treated this way.

On Sept. 14th I received a message on my answering machine confirming the Sept. 16th appointment. On Sept. 16th no one had come as of 2 pm, so I called DirecTV for confirmation. They said I did not appear on their screen but I should call the subcontractor. The number they gave me was wrong, as it was only for Tempe residents. I called DirecTV again to get the correct number.

I could not believe I had to call a different number because DirecTV could not help me. Chris called me saying I was on his schedule as an insertion and would be coming. I did not understand, as I had this appointment set up a month ago plus I had received a voice mail confirming Sept. 16th. Anyhow, Chris came with a trainee, Braiden, and both were very professional and got all my TVs working properly.

Furthermore, I was charged for the moving of the dish plus the monthly fee even though I had no TV. My brother got the account credited for both charges, but the impression I got was that they believed they were doing me a favor. I highly doubt that if I were a new customer I would have been told that I could not have TV for almost a month.

Company: DirecTV
Country: USA
Phone: 8003473288
Site: directv.com

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