We switched from Dish Network to DirecTv about a year and a half ago. My wife was at home when the man came to put the dish on. He told my wife the only place he could mount it was on our wood fence. When I got home, I questioned why he put it on a wood fence that could possibly be moved, but trusted that DirecTV would send technicians who knew what they were doing.
We had troubles with it over the past year, but nothing too terrible that knocked programming out for a long period of time. However with the recent storms, our fence was moved by wind, and caused our HD programming to not work. I called DirecTV and asked them to come out and move the dish from the fence to the top of the house. I told them the whole situation and was even told by a technician that it should have never been mounted on the fence in the first place. I asked them to wave the fee because of what the technician said. I got the runaround as I spoke to three different people, plus was hung up on when switched to a manager. When I called back to speak to the manager, I was told they would come out and move the dish free of charge. I even confirmed 2 or 3 times that the service call was to be FREE.
I would not have done the service call, had it not have been FREE. The technician came out and was great, he also told me that the dish should have never been mounted on the fence and this was the 2nd dish in two weeks he had to move from a fence.
I received my bill last night with the $49.95 charge on there. I called Customer Service and spoke with a manager who said there was nothing in the notes, and the charge would stand. I asked him why he couldn't go back and listen to the call because its "recorded for Quality Assurance Purposes" but he said he couldn't do that.
I love DirecTV and have sung it's praises since we got it.in fact we have gotten 3 of our friends to switch as well. However, I can't stand being lied to and no longer wish to associate with a company that lies to it's customers, because that isn't customer satisfaction. I plan on filling with the BBB, emailing corporate, and anything else I can do, so that this won't happen to anyone else.
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