DirecTV
Repeated Missed Callbacks While Requesting Replacement for Freezing DVR

I have had DirectTV for 8 years and pay their protection insurance, and have their highest level of service. The DVR started freezing and skipping. I asked for a replacement, but they insisted it was the cables and sent repairmen out who changed the cables and left. The DVR continued to skip and freeze. I called again that night and asked for a replacement. They told me my case was accelerated to the case manager who would call me between 8 and 10 am the next day. 8-10 came and went. I called again. They promised they'd call within another 2 hours. 10-12 came and went. I called again. They made an appointment to call me at 2:30 pm. 2:30 pm came and went. I called again. They promised a call within 2 hours. Again, I asked for a replacement and they insisted it had been accelerated to the case manager and I couldn't talk to anyone else. Of course, there was no direct number to the case manager. Another 2 hours came and went. I called again. This time I insisted on a supervisor who assured me they would call within 2 hours and if they had not called by 6:00 pm, she would do something about it directly. 6:00 pm came and went... No call from Janna the supervisor. I called again. Ryan in Georgia said he would email directly to the case manager who would either call before 9:00 pm or first thing the next morning. It is 9:00 am the next morning. No call. I am looking at the ads for Dish TV or Time Warner Cable.

Company: DirecTV
Country: USA

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