DirecTV
$150 Custom Installation and $76.61 First Bill Versus $35 Quote

It has been one month now since I ordered Direct TV. When I called to order, I was quoted a price of $35 for my plan (rebates for $10 AAA, $10 HD, $23 movie channels). The installer came on Thursday, and after I was initially told on the phone that installation was free, he told me it would actually cost $150 because I needed "custom installation." After getting upset, I agreed because I really did want the service.

He worked for about 3 hours and then announced he could only get service for me in two of the 4 rooms I requested. I said that was unacceptable. So he disconnected all of the work he had already done and left. That night, I called Direct TV, and they had no record that the installation had not been completed. Their computer showed it was completed. After 2 hours on the phone, I finally got another appointment for an "experienced technician" to come out and try to install the Direct TV.

John, the customer service rep, also told me to call back after installation and they would give me some additional credits to make up for all of the hassle. On Saturday, the installer came and spent 10am-5pm at my house, but Direct TV was finally installed and functioning (after paying for custom work). One note: I was told that to get full-service DVR (be able to watch TV and record another channel at the same time), I would have to pay an additional $60 for another outlet. I said forget it. I'll just have "minimal DVR."

I was so ready to be done with Direct TV customer service that I did not worry about calling to get my additional "free credits" John referred to. Well, today (Thursday) I checked my credit card bill and saw a charge of $76.61 for the 1st month of Direct TV. I called, and after being on hold for a while, I finally got a rep. I explained that my first bill is supposed to be $35. He proceeded to explain that I have to pay $76 the first month and then credits should appear "some time in the future." I explained to him that this makes no sense, and he says this is the way the computer always does the first bill.

Then I mentioned getting the "credits" John referred to, and he said that wasn't possible because that was offered by a technical person and they would have to give the credits. I told him to transfer me to someone with more authority, which he agreed to. After waiting again, I finally hung up because I have no more time to spend waiting on the phone for Direct TV.

I regret the day I decided to switch from cable to Direct TV. Take my advice: do not let their false ads claiming lower prices convince you to switch. By the time you pay for "custom installation," spend 12 hours waiting on installation, and then don't even get the price you were quoted, it is not worth it. Never choose Direct TV. Stick with cable!

Company: DirecTV
Country: USA

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