Directv
Replacement Receiver Arrived in Bag Filled With Roaches

I contacted DirecTV on January 1 concerning a faulty receiver in my home. After going through their "technical support questions," it was determined that a tech would need to come out to my home.

I advised the agent, Brett, that the problem I was having was identical to a problem I had several months ago, when a replacement receiver was sent out and corrected my problem at that time. He claimed he could not send out a replacement.

The tech came out on January 4, replaced a wire and said that would solve my problem with the reception I was receiving from their DirecTV receiver. I called back to DirecTV on January 8 concerning the same receiver the tech stated was fine on January 4.

I was again forced to go through their "technical support questions." The agent I spoke with decided the receiver needed to be replaced and said he would place the order. He stated I would receive the receiver within 3 business days. I received 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, and I was hung up on after disclosing what had happened.

I called back and spoke with a supervisor, Bonnie, who told me DirecTV could have an installer come out to my home today and bring me a replacement receiver. 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. She said the only thing I could do would be either to set up a service call for Monday to receive another refurbished box or to wait for someone from the installations department to call me to set up a time when they could bring me a brand new receiver.

I advised her that this was outrageous given the circumstances and that, as a gesture of goodwill, the company should be able to correct this problem today. Lisa's response was, "There's nothing we can do and DIRECTV cannot make an exception even if you did receive a roach infested replacement." I immediately 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 12 months regarding the three leased receivers. Problems have ranged from poor reception, no reception, and the receivers shutting off my television without warning to being unable to turn off these receivers.

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 that I am paying for 100% of the service.

Also, I was a Primestar customer since 1994 who was transferred to DirecTV through their buyout, so I did not sign up with DirecTV.

Company: Directv
Country: USA
Phone: 8883557530
Site: directv.com

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