Direct TV Roxanne Austin President COO
Promised Satellite Channel Needed $79 Special Dish Swap

My friend told me about a TV program that could only be seen by satellite service. When DirecTV called and said that "they would be in my area," I called and asked if they knew about this particular program. The customer service person did not, and I told him, Ryan, that I only wanted to switch from cable if they offered this program. Because I did not know the name of it, I had to do some research.

Research brought me to the website of that channel, where it said to contact DirecTV or satellite services, as they were a part of that system. I called Ryan back and told him the name of the program just to make sure it was included in the package that we were discussing. Indeed it was; in fact it was in the basic plan, and I was getting the "plus" plan. That was the deciding factor to change from cable to DirecTV.

The service was installed on Friday, 6/13/03. As soon as I went to find my program that weekend, I discovered that I could not get it. I called and spoke to someone on the weekend who said that I needed a special dish, an elliptical dish, and that they had made a mistake. I called and left several messages for Ryan, who had promised this channel.

When he finally answered the phone, he said that he needed to talk to his supervisor. Still no phone call after a few days. I called and asked who the supervisor was and was put through to Kevin.

Kevin told me that there would be no problem switching out the dishes, but it would cost an additional $79.00. I agreed to pay the fee. He said that he would get the order in.

Another week went by without hearing from anyone about the installation, so I called and again left messages for Kevin. When I finally reached him, he had no recollection of speaking to me, suggested that I had spoken with Evin or Bevin, and said that he could not do anything. He said that Ryan, the original customer service person, would have to put in a work order.

I was transferred to Ryan's voicemail, and I left a message asking him to please take care of this matter. Another few days passed with no call from Ryan. I called and asked to speak with the manager of customer service and was put into a voicemail that did not identify itself as belonging to anyone in particular.

I'm very frustrated. I have contacted my VISA company, and as soon as a charge is put through, I will file a dispute. I agreed to pay them for this service for a full year, but I am not getting the service that I requested and was promised.

Company: Direct TV Roxanne Austin President COO
Country: USA
State: California
City: Los Angeles
Address: P.O. Box 92600
Phone: 8005315000

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