DirecTV
Third Receiver Died, Protection Plan Replacement Delayed

Despite the information I received from DirecTV Tier 2 Tech Support for the Protection Plan department in a city in Pennsylvania, DirecTV has not notified customers that they "know" that the model # standard-D12-500 receivers have defective or faulty power supplies.

I became a customer less than 1 year ago, and today the 3rd different receiver I had professionally installed by their own contractor/installers has in fact quit, died, and doesn't work.

Each receiver was installed in a separate locations in my home, all are on power strips, and all are on different circuit breakers, but still the model # standard-D12-500 receiver died.

The first receiver was the least used, and it died first. The second receiver was the most used. Finally the 3rd unit died, and here is the problem:

They do not want to replace what they know is faulty, even though I bought and maintain their "DirecTV Protection Plan." Instead, they have referred me to an internal department called "Case Management."

I talked to a rude, condescending, smarmy Pennsylvania supervisor named "Steven" in their Tier III Technical Support area for the Protection Plan. He did nothing, and worse, said that "he could do nothing and that even though I keep talking now for 12 minutes, you would have to talk to Case Management before a replacement would be ordered."

- He did not empathize or ever say he understood my dissatisfaction at all
- He made no effort to resolve the problem
- He was very condescending and smarmy in his tone and attitude, and it was clearly obvious he didn't care
- He would not give me the phone number to the "Case Management" department
- He made no attempt to do ANYTHING!
* In all honesty, I called him a "smarmy, condescending punk." [Many would have said much worse]

If DirecTV knew there is an issue with the model receivers, why should I have to talk to anyone before the unit gets replaced? I have paid for the Protection Plan, and even though they are fully aware of the model # standard-D12-500 receiver having defective or faulty power supplies, they have another layer of wasted processes that I have to jump through in order for them to "make good" on both their Protection Plan and their own known issues with the model # standard-D12-500 receiver having faulty or bad power supplies.

[as told to me by their own Tier II Technical Support area for the Protection Plan Associate]

I am very angry, but unfortunately, I've got some more months left on my contract. I guess that is what I have to look forward to from their customer service and from their company. I guess they feel there are more customers "in the bush" they'd rather have than the ones they already have being happy.

If they make good, I will post that here too. But for now, I have to talk to their "Case Management" department. I hope they are not from Pennsylvania too!

Company: DirecTV
Country: USA
State: Nevada

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