I tried to order a Pay Per View and of course had problems once again! I always have problems with ordering Pay Per Views because Direct TV doesn't have an easy and easy to understand system for ordering Pay Per Views. They allow you to order a Movie at 11:30pm but when you try to view the movie, you can't because the Movie was actually purchased for the Next Day! Who orders a Movie at 11:30pm for the next Day at 11:30pm??? NO ONE!
When you call to cancel the order, they tell you they are doing you a favor by not charging you the customary $5.00 fee associated with using their phone service! Can you believe that? I miss my movie, I have to waste my time to call them to not only find out why my movie purchase didn't go through even though my card was charged, and then I find out I can't even purchase my movie until tomorrow night and they try to make me feel like they are doing ME a favor??? Unbelievable!
I asked to talk to a Manager after the first rep hung up on me for complaining to her and asking her to speak to a manager and the Supervisor (yes, Supervisor because Managers are hands off!) was even worse.
I ask a question and they either refuse to answer your question directly, instead giving you all their stupid policies, and then when you interrupt them to stop them from further wasting you time with useless information, they get all rude and start to accuse you of "not wanting to be helped" Unbelieveable! DirectTV Sucks!!!
The policy, according to the supervisor I talked to is that you cannot order all day tickets at 11:30pm at night! So, even though they allow you to place an order and don't make it obviously clear that your purchase is in fact for Tomorrow! They don't actually allow you to watch the movie at the time their scheduling is showing the movie!
You have to plan ahead to watch a stupid Pay Per View! Geeze! I purchase Pay Per Views BECAUSE I didn't plan ahead! I thought Pay Per View was convenient and allowed you to order movies whenever show times are scheduled! That is NOT the case.
You cannot watch a movie whenever a show time is scheduled. You have to plan in advance to watch a Pay Per View which, in my opinion, makes Pay Per View totally useless for me.
Oh, and complaining about this policy and the rude customer service is totally impossible as well. DirectTV protects their workers from having complaints logged against them by not allowing customers to talk to managers. They have a call center and you never know which call center you will be directed to, thus, you can never have the satisfaction of at least reporting poor customer service.
DirectTV basically markets a product that they refuse to hear complaints about. They make it very difficult for customers to voice their opinion to management. Basically, from what I experienced, DirectTV doesn't care about what customers feel is problematic.
I was told that my complaints were unimportant and that my desire to talk to management was unneccessary. YES! That is what I was told by a Supervisor. When I told this supervisor that I was most likely going to cancel my account, she was VERY rude and said "great, shall I forward you to the cancelation center?"
DirectTV could care or less about their customers. They just want your money and don't want to hear from you at all. If you don't like their service or the rude treatment from their customer service reps, they are VERY willing to HELP you cancel. Basically, they already have your money and are SO arrogant that they think you will not cancel or will come back if you do.
People need to know that DirectTV service sucks and people shouldn't join DirectTV thinking they offer a good service because the service from DirectTV is nothing but a hassle and a run around once you are a paying customer.
K
San Diego, California
U.S.A.
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