Direct TV
Promised Credits Never Posted, Dish Not Moved After Tech Visits

In May I received a new terms of service agreement. It stated that if you did not agree to the new terms, you could cancel your contract. I chose to cancel my contract. When I called in to cancel, the woman I spoke with asked why I wanted to cancel, and I told her it was because our TIVO had never worked properly and I was tired of dealing with being charged for things I had not ordered (sports channels). Every time I get on the phone with DirecTV, it takes a minimum of an hour, and I am not being paid for that like you are.

Back to my original issue: when I told her this, she said that was no problem, she was so sorry for my troubles and would send someone out to either fix or replace the TIVO. I added that I was also unhappy with the installation job of the dish because the wires had been left lying on the ground. I then added that I may as well have the dish moved if I was keeping it, because we are having a new home built. She apologized again and said she would need to charge a credit card for the dish moving but that it would also be credited back right away. I said that would be alright. She then said she would give us a credit for all the trouble and apologized again.

An appointment was set up and the tech came to the house and replaced the TIVO unit with a new one. When I tried to use the TV that evening, I realized the forward and reverse buttons did not work and that he had not left a new remote with the new system. This same tech was supposed to move the dish but told us that his instructions did not state that, so he could not move it. He gave me very clear instructions, which I wrote down, on how to ask for a new dish to be installed.

Knowing that there would be no one in the house to meet a tech for a while, I waited a couple of weeks to try to arrange this again. I got the service department and told them exactly what I had been told to tell them by the tech. They said it was free to move your dish once a year (so why had I been charged $49.00?), so I said please move it. An appointment was made for the next day. When this tech came out, he was not very polite to begin with. He informed us that he could not place the HDTV satellite on the shop as there was not enough clearance to the air space. I never asked for an HDTV satellite. I don't have that kind of TV or TIVO, so why would I want one? So he left.

My dish has still not been moved and my wires are still on the ground. Then, to top all this off, I finally got my monthly bill and what did I find but a $70.00 service charge. I have still not seen a credit for the $49.00 on my credit card, and you also have the nerve to charge me for a new remote, which should have been there in the first place.

I am tired of waiting on the phone and getting nowhere. I am just plain tired of your service in general. Apologizing throughout the phone call does not make it better. I know you tape your calls and I know your phone people write everything down, so why can't this all be tracked back to the person that started it? Also, why do I have to keep repeating my story over and over? You keep notes, so look at them. What kind of customer service is this?

Understand this: had I been informed of any charges I would have incurred in all this, I would have opted to just cancel the service and go elsewhere. The only reason I stayed with you was because I was given the impression I was getting fantastic customer service. I refuse to stay on the phone for another hour getting this straightened out. I have done that at least 3 times now, and the only people I seem to get connected to are extremely hard to understand. If they can't speak proper English, don't put them on the phone. You are running a business, for goodness sake. People need to understand what they are hearing on the other end of the phone.

This is what I want: I want the $70.00 service charge removed, I want the $15.00 remote charge removed, and I want a credit to my Visa for the $49.00 you should not have charged in the first place. I want all this done by Friday June 22nd, 2007.

I would also like my dish moved at no expense and with no extra commitment to a post we have planted in the yard. I do not want an HDTV dish, just a regular one. I want you to quit charging me for things I have not requested. I want you to be a role model for customer service to your customers. That is how you keep customers happy and paying you; otherwise they go elsewhere, and it's not like you are the only satellite dealer out there.

P.S. Your automated phone system is awful!

Company: Direct TV
Country: USA
State: Oregon
Site: directv.com

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