Four months after having our DirectTV Dish installed on our house the unit tipped forward during a light wind storm. None of our neighbors had this problem with their satelite dishes. We pay $8 a month for insurance covering defects in product and workmanship. So we called and scheduled a repair but had to wait 4 days for a technician to come and repair the problem.
When the tech wrote up the report - he stated that there were FOUR bolts missing from the base. He also stated that it looked as though they were never installed because there were no holes where the bolts should have been located.
Fine - it was now repaired. However we were charged $75 for the service call. Why should we pay DirectTV money to repair something that was not installed properly? We basically paid $75 to have a DirectTV technician tell us that they don't know how to properly install their own product. (Four bolts missing is absolutely ludacris!)
The icing on the cake was the rude customer service. They claim that although the insurance we pay for covers "defect in workmanship" - that it only covers it AFTER the satellite is actually installed. How does that make sense? When I asked the first rude customer rep to let me speak to his supervisor - I was then transfered to the supervisor who was ruder and more unapologetic than the first guy.
I have spent many hours trying to sort this out (mostly on hold). I understand it is only $75; however it is the principle of the issue. Not only do they not honor the insurance policies they sell you by finding "loopholes" in the contract - but they have terrible customer service that makes you question how committed they are to making their customers happy.
We are not impressed by DirectTV and would urge anyone thinking of using their service to find another provider.
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