From the moment I called to inquire about specific programs, and was put on hold by the salesman Mike every 2 minutes so he could "double check", the red flags should have gone up.
I clearly explained I had just moved from the East coast and my sons were looking to watch East coast teams. Mike informed me that they offered a sports package for $11.99 a month and I was extremely interested as my former provider charged around $150.00, so I agreed to cancel my former provider and switch to Direct TV. WHAT A MISTAKE!!!
The installer showed up 3 hours late to begin with, then informed me he did not have all the proper tools needed to complete the job, but somehow he will manage. Upon completion some 4 hours later, it was time to activate. He placed the call to the activation center and put me on the phone. Immeditatly, she began to blurt charges I was not informed of including $4.99 per each additional, in my case it was 4, and that the so called $11.99 sports package was not major league teams but college, so I was completely turned off for the word go. I told the installer to go right back on my roof and remove the system and I thought he was going to cry. He asked to speak to the rep and he pleaded with her to resolve the matter asap. We had no choice because I was not going to disappoint my children again, but to purchase the Major league package for a mere $150.00, however they would credit us 1 month, well they had me by the neck, so I agreed. Upon signing the contract as a done deal, I clearly hand wrote accross the bottom that I was mislead and lied to right from the start.
Then came the other issues. Signal??? Umm, God forbid a cloud hicupped, we would lose the signal, sometimes for hours. Cloudy or rainy days? Forget it!
I began calling on a regular basis to document my disatisfaction and got nothing but brush offs. On June 27, again I called and spent a better part of 2 hours on the phone with a supervisor named Aurie who promised me he would continue the promotional rate of $29.00 for the remainder of my contract, what a joke!!!
I just got my first bill since the promotional ended and yup, you guess it, my charges are now nerely doubled. On August 7, at 6:10 pm, I called again to complain that I was being overcharged whowever, kept getting hung up on. I called again and again, this time I thought I got lucky and actually found a rep (Richard ID# 10039182) that gave a hoot. After going over and over my records, he agreed to credit my account $135.00, plus issue a credit of $10.00 a month for the remainder of my contract plus upgrade me to the plus package. Sounds great right? Wrong!!! You see Richard put me on hold and never came back, the next think I heard was a dial tone. Well, I figured I was safe because I had his ID number, so I called back. This time I got a very rude man named Chris ID#U2422 who then told me it was easier to win the lottery than to get the same rep twice. He looked at the notes and agreed that Richard was in the process of issuing a credit, however his notes did not indicate the amount and he found it "crazy" that he would make such an offer. I asked him if he was suggesting I was lieing and he again said the same thing. He said my complaints and issues were not worth a credit that high, however he would issue me a $60.00 credit. Of course I said noway, I wanted what was promised and he said I see I cant help you, then guess what. HE HUNG UP!!!
Now consummed with frustration, I called back and got Chrystal who would not give her ID# and said I should have accepted Chris's credit because she is only willing to offer me $45.00. Are they kidding me??? This time I HUNG UP! I called back again, now 3 hours later and got Steve who agreed I was intitled to something and promised me a call back from accounting within 1 hour. Well now 11pm, I did get a call back from Jessica who claimed to be the accounting manager who then informed me I was owed nothing and would get nothing!!! When I informed her I was contacting the BBB and the State attorney general as well as my local TV station, she wished me good luck in a sarcastic manner and yup, you guessed it, she hung up!!!
I have since called their headquartes, no responce, emailed them 3 times, no responce and have filed a report with the BBB in California who informed me that as of August 8, there are 5,191 complaints listed with them, and thats just in California!
Take my advice!!! Don't get direct tv!!!
Scott
Manitowoc, Wisconsin
U.S.A.
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