We switched from Dish to Direct because Dish had terrible customer service, but their programming and equipment were awesome. I believe that in this day and age you should not have to put up with poor customer support/service. Little did I know it would get worse moving to Direct. 3 days after we started with Direct my system started freezing, we have the Genie and the clients system. I called and the answer I got was to go down and restart my Genie by pushing the red button. 1 week later same thing happened. Has continued to happen on a weekly or semi-weekly basis since November. I have called several times. Finally one lady tells me that there is a software issue and they have an upgrade rolling out but have no idea when it will come to my area. That was in December. It is now March AND my bill has gone up as they have "renegotiated" some contracts and the customer has to pay the difference. I called and laid into Alex last night about my bill. I aske4d why I sign a 2 year contract if they at any time can raise the prices. My answer was - it is in the contract. I asked if I did not feel like I was getting my $52.00 worth of service as my system freezes and my shows do not recored, could I not pay for wnat I was not getting? No that would be breaking my contract. I understand that Alex is just a customer service rep and does not make the rules, but is a represetative of that company. I spent 40 minutes on the phone with them. He came up with 2 options - 1. I could BUY the HD DVRs and downgrade to them, I would have been happy with a downgrade, but was not going to buy them at $200.00 a piece and I have 4 TV's but they woiuld comp me for 1... Lol! 2. They will send me new a Genie and new clients to replace what I have. It is not the Genie is what I have been told, but I am going to play along and they are going to ship them. When and I do mean When it happens again I will just keep calling. I will never make it to the end of this two year contract even though the penalty is expensive. I told Alex that Dish may have had bad customer service but their product was quality. Direct cannot say that, their product is beyond subpar and their customer service is worse than Dish. I have to say that atleast Alex tried to offer me a solution. The last 3 or 4 never even tried.
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