I signed up with Direct TV in Aug. 2008 after moving to NH because the hardware was already present in the household. They installed within a day. Soon after the tech left, our tv stopped working. I called and they said it would be three weeks before a tech could come and fix it. A tech showed up for five mintutes, left, same issue. Another three week wait. Another tech. Same issue. Another three week wait. Finally, in late Nov., a fourth tech notices there is a crack in our satellite. No one else bothered looking. Our tv now works. I have logged around 10 hrs with customer support on the phone. I have been assigned to an "case manager" who never contacts me. They credit me for time without service, but I am upset that I missed my promo period. So four separate people tell me to call back in Jan. And they will give me free premier at this time to make up for the lost promo period. When I call, they now tell me this is not possible. They do give me free movies for two months instead and I agree.
During this time my dvr service shuts off periodically several times, requiring more time on the phone with customer service. During one of these calls, my husband asks to redeem a coupon book we have. It was mailed to us by direct tv at time of activation, called "Our gift to you" with 12 coupons for various channels. The agent thinks we are making the book up and forces us to read him the entire coupon book twice. Finally he redeems the coupon. A week later a very mean agent calls and tells me we are not allowed to use the coupon book and we "never should have gotten it." So now they have sent us a coupon book and redeemed it, but they are "taking it back." So I said, just cancel it and credit the account. He said, "I will cancel it but I am not crediting the account." So he is charging me for the channel and charging a cancellation fee. I asked to talked to a supervisor, he refused. I asked to talk to customer retention, he refused. Then I asked to cancel Direct TV, and he refused.By this time he is so mean I am crying and can't bring myself to call back and spend another ten hours on the phone. This is now on separate occasions I was given a price for a service, and then the price was withdrawn.including an entire coupon booklet. Poor customer service is one thing, but I see this as bait and switch—advertise for something, sell it to me, then charge a different price.
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