I contacted DirecTV on January 1 concerning a faulty reciever I have in my home. After going through their"technical support questions" it was determined that a tech would need to comeout to my home.
I advised the agent Brett that the problem I was having was indentical to a problem I had several months ago and that a replacement receiver was sent out and that correct my problem at that time. He claimed "he could not send out a replacement".
The tech came out on January 4 and replaced a wire and said that would solve my problem with the reception I was recieveing from their directV receiver. I called back to DirecTv on January 8 concerning the same receiver the tech state was fine on January 4.
I was again forced to go through their "techincal support questions". The agent I spoked decided the receiver needed to be replaced and he would place the order. He stated I would receive the receiver within 3 business days. I recieved the replacement receiver from DirecTV today (January 13) via fedex.
Upon opening the box, I found the replacement Receiver sealed in a bag filled with roaches. I was livid. I contacted DirecTV immediately where I was hung up after disclosing what had happened.
I called back spoke with several supervisor Bonnie who told me DirecTv could have a installer come out to my home today and bring me a replacement receiver and then I was told by LISA the customer retention supervisor based in Idaho, that DIRECTV could not authorize anyone to come out to my home today to replace this faulty receiver and that the only thing I could do would be to either set up a service call for monday to receive another refurbished box or wait for someone from the installations department to call me in order to set up a time when they could bring me out a brand new receiver.
I advised her that this was outrageous given the circumstances and that a gesture of goodwill the company should be able to correct this problem today. Lisa response"there's nothing we can do and DIRECTV cannot make an exception even if you did receive a roach infested replacement". I immediatley sent back the roach infested receiver today and am now unable to enjoy the service I am paying for.
I have four DirecTv receivers (three leased and one purchased) in my home and have had to contact DirecTV several times in the past months 12 regarding the three leased receivers. Problems have ranged from poor reception, no reception, having the receivers shut off my television without warning, being unable to turn off these receivers, etc.
Despite my numerous complaints, DirecTV continues to provide me with poor equipment and lousy customer service. I would estimate that in the past 12 months I have had fully functional equipment at least 75% of the time, despite the fact I am paying for 100% of service.
Also, I was a primestar customer since 1994 who was transferred to directv through their buyout so I did not signup with DirecTV.
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