DirecTV
Technician No-Show After Protection Plan, Offered Saturday Slot

Three days ago a message appeared on our TV saying our HD Directv receiver was searching for the satellite signal. We assumed the weather was to blame, although the day was nice. After 2 days and several attempts to fix it ourselves, we decided to buy the protection plan, which has a monthly fee, so we would be covered in the future. Today we waited for the technician we had booked two days earlier. Directv asked us to be home from 4pm to 8pm, and we were. We are teachers working far from home, so we had to get a substitute to cover our last class of the day in order to be there on time.

After 3 hours of waiting, a little before 7, Directv's dispatcher called to say they could not find the technician and that we should wait until 8 to see whether they could locate him. I called back, because I did not think it was fair to waste a whole afternoon because of DirecTV's poor service. All I was told was to re-schedule for Saturday! I thought it was a joke. We were home waiting and waiting for a service we booked and are paying for (and it is not cheap). I still cannot believe we were asked to be home AGAIN, from 8am to noon on Saturday. I truly value my time, as we are always working and very busy. I do not appreciate having to ask for a substitute teacher so I can go home and wait to see whether DirecTV will do its part of the agreement I made when I signed up.

Of course I am unhappy with "let's make another appointment," because that is NOT CUSTOMER SERVICE. When I said I was thinking of cancelling, all they said was "call before you cancel." Just like that! What a shame that I have to sit through so many commercials claiming they were awarded for customer service!!! I do not know if it is a joke, but I would say what those commercials claim is far from the truth and misleads consumers. I am more than disappointed with Directv's service, and I want to warn people thinking of signing a two year contract with them about how little responsibility they take toward their customers.

Company: DirecTV
Country: USA
State: Colorado
City: Greenwood Village
Site: directv.com

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