DirecTV
Three Install Attempts and No Reimbursement for Roof Repair

I was contacted by DirecTV to initiate service. I informed them I lived in a 2-story home and they would need an extended ladder to install the dish. It took 3 attempts to connect. The first attempt was an 8-hour waste of time that resulted in the technician placing a large bracket on a side roof on the front of the house. We did not wish for the dish to be visible, which we communicated to the technician.

He did not have a 40 ft ladder, so after 8 hours of attempting and placing the bracket on the side roof and not being able to get a signal, he rescheduled us. For the second attempt, the guy was an hour late. I called to check on the appointment. Customer service told me he would be there shortly. The guy did show up, in a rental vehicle without a ladder, as he had been in an accident and was told by his boss he would have to come to inform me in person.

The technician was obviously shaken. For the third attempt, the ladder was long enough, but the technician said he needed a second person for safety to hook up. After 4 hours, my husband ended up assisting with the installation. The hookup took all day. When the technician went to make the connection call, they had us signed up for a different service. This of course took forever to straighten out. I called to complain about the start of this service. I was transferred several times and finally connected to someone (in India) who said he would give us some free service time, provided an address to send my roof repair issue, and promised great customer service from then on.

We were never able to get the promised HD channels even though we had an HD TV and an HD receiver. Most of the time we had to restart the system or call into customer service (a 10-15 minute call each time). The end result was that I missed the first 15 minutes of just about every show I wanted to view. If I scheduled it to record, it would miss the show altogether. I scheduled 3 technician appointments. One third of the time they would show up and not be able to do the job due to inadequate equipment.

After several months, there was no compensation for our time and trouble with the hookup and no reimbursement for my roof repair. I called to cancel my service, and the customer service person talked me into allowing "the best technician they have" to come out. He came without a ladder on the scheduled day. He rescheduled for 2 days later. While at our home, he stated that because of our location and the large oaks, we would most likely always have difficulty. 2 days later, I went to view a program.

I got the familiar error message and called to cancel service. I had taken off work for 3 days to allow installing the darn service, had my husband in danger as the technician's assistant, missed the first 15 minutes of my few favorite shows during the entire service time, was not able to view HD channels, and last but not least, had to cancel a football party since we were not able to view the game. I thought they would waive the early termination fee, but they are charging me and have not addressed any of my complaints. I would advise against doing business with Direct TV. The contract with them is one way only.

Company: DirecTV
Country: USA
State: Florida
Site: directv.com

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