Directv
DIRECTV has the WORST customer service reps

I recently moved, with my niece, to live with my brother after his marriage fell apart. He is with the military, which means he is gone a lot, and was having issues with the internet/cable provider at the time. Given that our parents have had such a wonderful experience with DIRECTV and AT&T, something I can attest to as I was living with them while attending school and raising my daughter after leaving an abusive marriage, I talked him into getting DIRECTV. Boy do I regret it. First off my brother spent 2.5 hours discussing the best options etc, and when it came time to pay he forgot that he had received a call from his doctors office saying he had left his wallet at their facility prior to making the call. My brother then pulled out his credit card statement, which had the number of the card on it, and gave that to the representative. When asked for the security code, which isn't on the card's statement, he couldn't remember it. Their rep then accused my brother of wasting his, the representatives, time because it was hard for him to believe he could remember the credit card number but not the security code. He cursed at my brother before hanging up. My brother left to go pick up his wallet and came home to set it up once he had his credit card. Then I have had to deal with their representatives over the last three weeks since my brother has been out of town for work for the last three weeks. Our living room has the DVR box and it is hooked up to a surround sound receiver. Well it has had issues with losing the picture but not the sound so I called DIRECTV for help. I was accused of messing with wires, for the record I didn't as everything goes through the surround sound receiver in the cabinet 6 ft away from the tv, and I tired to explain the wires are not where I can access them as they go through the surround sound box. The guy I was talking to didn't have a clue and he was very rude. I asked for a manager only for him to hang up on me after saying he would allow me to speak to a manager. So I called again. I spoke with another agent who was also just as rude and just as incompetent. He too didn't have a clue as to what I was talking about and they refused to send anyone out to the house since my brother was on the account and that my brother would have to authorize me to request that they send someone out. I once again explained he was with the military and was out of town for the next three weeks with no way to contact him and reminded him that DIRECTV had no issue with me being the one signing all the documents, etc for them to come in and hook everything up last September, and that they had no problems with me calling in and making changes to our account. Then I was told due to the fact he had a surround sound they didn't normally send techs out when the setup was like his... Again NO issue with them setting it up in the first place but now that it is acting up they refuse to. Once again the guy got rude and I asked to speak to his superior just as I had with the service rep before. He said that there was not a request to speak with a manager/superior on file with the previous service rep I spoke to. But he agreed to transfer me to his superior and once again I was hung up on. So I have not been able to use the DVR, despite being charged for it, for almost a month and am so disappointed with DIRECTV. I would have NEVER even suggested him switching to this company if I had known that it would be such a HUGE difference from the wonderful experience my parents have had with this company and their reps who have always been helpful and patient when we needed to call them. I don't recommend this company to anyone unless they like being talked down to, accused of wasting the reps time, and/or being talked down to like you are stupid. DIRECTV needs to fire most of their representatives because they are nothing short of ignorant and rude.

Company: Directv
Country: USA

  <     >