I wrote a letter for Direct TV and sent it today (7/28/09). It tells the full story.
I hope you understand that I am not an individual that is easily irritated or upset. Congratulations! Your company has managed to succeed where others have failed. Bait and Switch, Lies and Breach of Contract, that is what I have to say about Direct TV and the services your company provide!
When my husband and I began looking at and talking about getting Direct TV, we chose to go through our local phone company because we were told (marketing through the phone service) that we could get certain benefits by signing up with your company through theirs. Specifically, combined billing (not available), great service (not provided), warranted equipment (issues with that), and as a bonus - 6 months of premium channels free (not 6 but 3, we found out today). Our phone service rep transferred us to your company (with whom they have a partnership) to complete the transaction.
I had some concerns and spoke to the rep who explained that there was a 90-day warranty on equipment and if the dish did damage my roof, it was covered. I was happy to hear that I had a 60 day out clause in which if I were not satisfied with my service, I would not be penalized. I was even more excited when your rep told me that I would get 6 months of HBO and Starz free for joining. I turned the conversation over to my husband who would schedule the service (being I would not be available) and finish the conversation as well as do the on-line rebates offer that the customer service person walked him through. I then cancelled my existing TV service and went on about my day.
• On June 1st, a letter was supposedly written by Direct and sent to me outlining a contract agreement. I never received this letter.
• The system was installed on June 8th as my husband had scheduled.
O On June 8th, the technician could not get the receivers to work. He had to call Direct TV to troubleshoot the equipment and get it going.
O When my husband asked him how to access the On Demand (what was supposed to be part of the package), the technician told him that a different technician would have to come to our home and hook the system into the phone system to receive this service.
O After I returned home, I noticed that the cables coming into the house were not sealed, ants come into the house on those cables and cool air goes out. I should not be able to see light from outside in my laundry room. A technician was supposed to return and correct this problem. No one has come.
• On June 10, I called; the system was pixilation and freezing up. The customer service rep walked me through the disconnect and set up process again.
O This was a major inconvenience and frustration. I am not a technical kind of woman. The customer service person got frustrated when I had difficulty with the information they were providing making me not only feel stupid but frustrating me.
• On the June 22, my husband called because the system froze and would not find the satellite.
O While troubleshooting the system he asked when the technician would be back to complete the instillation of the On Demand feature. The customer service / technician person explained that he would have to do that himself and gave him instructions on completing the task. At that time, he explained that his schedule would not allow for this and was told they would schedule a repair tech to do it when they looked at the system because it kept "losing its programming".
O No service technician came and apparently, no service technician was scheduled (as I have discovered today).
O On July 11, my husband installed the On Demand feature himself.
• Between the time the system was installed and today, I have called Direct TV six times. Four of which were equipment and or service issues.
• The remote to one of the boxes did not work properly.
O I was asked to do a bunch of "troubleshooting" tasks and then told by Direct TV to go to Best Buy and buy a new remote although the equipment was less than 90 days old.
O After refusing to do this and speaking to a supervisor, a new remote was mailed to us, our bill charged, and then credited.
• The recording feature on the main box, peculates the recordings intermittently, making that feature not only frustrating but un-reliable therefore not useful to me.
• We were told that HBO would be available On Demand. It is not.
• The system will intermittently freeze up, loose connection with the satellite, and peculate in rain or sunny weather.
O The customer service department has told me that if it is not doing what I am complaining about when the technician arrives, they cannot fix the problem.
O They walk me through the steps of moving a huge HD Flat Screen TV that is mounted to a stand away from the wall to disconnect wires, wait, and reconnect cables. I have explained this procedure to the technician (due to the fact, my husband works out of town, I have to do this). They do not care.
O I have been told that if I am not willing to (basically do their job) troubleshoot the system they cannot schedule a technician to come out and if I insist on him coming out I will be charged.
O I have explained that I do not care; I want working service and was assured that a tech would be calling me to schedule a time. I have never received that call.
Today after a month of frustration and broken promises of corrections to situations, I called Direct TV to cancel my service (being that I am still in my 60 day grace period) only to find out that what I signed up for was not what I was receiving. Jenny in your customer service department explained that there was no 60 day out clause and there was a 90-day warranty that applied to their equipment only. She also said that I was receiving the promotion of 3 months not 6 of HBO, Starz, and Show Time. She explained that the contract that I agreed to stated all of these facts. She also explained that the receivers and the remotes would need to be shipped back or I would incur an additional fee (over the disconnect fee). After some discussion about the fact I was told 60 days, Jenny told me I could dispute the charges in writing and gave me an address in Greenwood Village CO. I asked to speak to her supervisor. Shortly Ryan was on the line. He then explained the same things Jenny had and told me that my credit card (on file) would be billed the full amount. He was terminating my service because I would not let him do his job and send someone to correct the issues I had. I explained that I had tried to get technicians out on four occasions only to be told that one would call me (which never happened). He told me he had no record of any conversations other than the remote issue. HOW FRUSTRATING! Yet another lie. Ether he was lying to me or the other Direct TV reps had lied. At this point, my husband got on the line and told Ryan to disconnect the service and come pick up the dish. Ryan said he would have it done. The conversation ended with my husband informing Ryan that he would file a complaint to the Better Business Bureau and call out attorney about the fees they would be charging to my card.
I calmed down, wiped my tears, (yes Ryan had me crying, felling frustrated, and taken advantage of), looked on line for Direct TV in Colorado and placed another call. This time I called the office of the president 888-237-8327 and spoke to a person (pronounced Ja-may). He basically dismissed me but not before telling me that I would be charged between $440 - $480 on my credit card. He also told me that Ryan had not disconnected my service but he would.
I plan on posting this letter in a couple of days on every board and rip off notice advisory site that I can find and sending it to the board of directors (I am confident I can find their e-mail addresses). I will also be filing a complaint with the FTC, BBB, and the Attorney General. I will be sure to e-mail all of my friends, neighbors, business associates, and family members explaining the WONDERFUL service I have received with Direct TV and advise them to choose another service provider. My husband is currently making a yard sign just so the passer bys will get the jest of our experience. "Direct TV un-instillation due to substandard quality and customer service".
I know that if my company provided this type of service, it would not have any customers. Without customers, there is no income. No woman should be made to feel inadequate, un-intelligent, or frustrated the way I have. No consumer should feel as if they are being ripped off, lied to, or scammed by their service provider. When a company promises a service, a customer pays for that service, and the company does not deliver, it is theft. Theft by deception, misrepresentation, bait and switch, breach of contract, (what ever you want to call it) it is just bad business practices. I may be insignificant to you and your company. I may have made a bad choice in switching to your company, but I will make sure the people I know are informed so they can make a sound decision and not be lied to.
Thanks,
Rhonda Watkins
Peachtree City, GA.
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