Directv
Lost HDTV Service for Four Days Waiting on Replacement Part

On Thursday (12/20) we lost our HDTV service and called DIRECTV Customer Service at 7AM, the problem was determined to be a power device and I was told a new one would be shipped FedEx Overnight. The new one did not arrive on Friday the 21st and I called and complained, I was told to call FedEx and inquire as to why. I explained to the Customer Service Rep that it was Directv's responsibility to get me the new part and since they contracted with FedEx they should be making any calls. Needless to say I kept getting BS from the Rep and finally got him to give me his supervisor. She said the person who told me it would be shipped overnight was wrong, normally 2-3 days shipping, she actually gave me SHOWTIME free for 4 months, to calm me down. Well the part arrived on Saturday (12/22) morning and I installed it, not a big deal, it still didn't fix the problem and when I called Customer Service back they agreed to send a technician to go on the roof and check out the dish. They transferred to a higher team (CASE MANAGEMENT) who told me the soonest they could get a technician to me was Monday (12/24) between 12-4PM. I told him that it was unacceptable to be without TV for 4 days because it was a DIRECTV equipment problem. I wanted to speak to the local office who was sending the tech, he couldn't give me that information, because he said he didn't have it. I have been a directv customer since 2005 and this is the first time I have been given such a run a round. Needless to say I am fed up, have been trying to get the CEO's email, well hidden and as I told the CASE Management guy I am going to look into other suppliers of HDTV. I'm pissed.

Company: Directv
Country: USA

  <     >