Direct TV
Dead access cards and billing after certified disconnect letter

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 minutes. 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 nonsense. 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 receivers but, of course, we had to buy them. This is after investing over 400 bucks into the dish and two receivers that are not. Needless to say, we didn't buy new receivers.

In frustration, we ordered digital cable (in October) and we sent Direct TV a certified letter asking for disconnect and credit. We sent the letter because they try to 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 receivers 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 minute 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 they 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 a company that is so automated that they don't know how to answer a phone with a human who actually listens to a problem and then works to solve it without asking the customer to pay more (i.e., having us buy new receivers).

Thinking about Direct TV? Read our story again. Yes, cable is overpriced, 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.

Company: Direct TV
Country: USA
State: California
City: Los Angeles
Address: P.O. Box 92600 Los Angeles, CA 90009
Phone: 8005315000

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