Direct TV sent us cards in June 02 that didn't work. We both work full-time jobs and had to call after work (8:00 pm EST) for help. If you do the same. Pack a lunch, because you're on hold for over 20 mins. When you DO get someone, all they do is send replacement cards that don't work either. Ask for a billing adjustment for time not connected, and you don't get it.
We called back a total of six times since June. One call was over two hours as the "service tech" had us checking lines, dialing phones and other such nonsence. We went through the whole process again and again with "new" cards... And they didn't work either. Direct TV's final solution? They offered us new recievers but, of course, we had to BUY these! This is after investing over 400 bucks into the dish and two recievers that are not yet even a year old. Needless to say. We didn't buy new recievers.
In frustration, we orderd digital cable (in October) and we sent Direct TV a certified letter asking for disconnect and credit. We sent the letter because they try and talk you into "free" service (that you can't use because the cards don't work) or sending new cards again, or asking you to buy new recievers when you call. Who needs this high pressure act?
Wouldn't you know that in spite of getting our certified letter in mid October, they billed us again for October and for November and for December? So. We called again today (1/7/03). It was a 27 min ordeal on the phone. Try doing THAT from work! We asked for a disconnect and credit. They were very nice about it and said they would credit us for 30 days. What happened to the other 5 months we were billed with no service? They said we have to dispute this in writing. I guess we'll know soon if they can resist ripping us off for yet another month with no service.
Direct TV is proud to say that are rated #1 with J D Power in customer satisfaction for satellite subscribers. But let's face it, folks. When there are only a few providers of this service it's almost a 50/50 shot of who stinks the least! As for us... We feel ripped-off, neglected and abused by company that is so automated that they don't know how to answer a phone with a human that actually listens to a problem and then works to solve it without asking for the customer to pay more (ie: having us buy new recievers).
Thinking about Direct TV? Read our story again. Yes. Cable is over-priced, and the quality isn't all that great. But at least it works most of the time and you can actually get service if something goes wrong.
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