I have called several times about the sound dropping out on my a/v receiver. After having to prove the problem was not on my end, Direct TV opened an engineering ticket. I gave them more information than they needed and I ended the call.
When I called this morning to add additional information to the ticket, I was told that their system did not work like that. They had set out an "email" to engineering and they could not add any additional information. I asked to speak to a supervisor; I was shocked at what I was told on the phone. I waited for a supervisor on the line for over 6 minutes, only to hear a click which we all know to well, I had been disconnected.
Immediately called back and suffered through their IVR system to be placed in queue for 9 minutes before talking to a Technical Support Rep. I asked to immediately talk to a supervisor explaining that I had been disconnected. This representative immediately began to trouble shoot the problem asking me questions, about the ticket, not placing me on hold to get a supervisor. I finally got through to this woman that I had already done everything that she had suggested and that all I wanted to do was place additional information on a trouble ticket with engineering.
When she replied: "well we can't do that.", I kept my composure and again asked to speak to a supervisor, explaining that her response was what had prompted the call in the first place. After another 8 minutes on hold I was placed with a supervisor named Dan. Dan proceeded to listen to me for a few seconds, then interrupted me concerning the ticket process. He explained that the process was what it was, and that hey had told upper management about the problem over and over with no one listening to them. He told me that I would have to just deal with it.
I then asked for a credit because of the entire debacle with their customer service and was told I could receive a $5 credit for 6months. Dan and I argued for several minutes, not once did I hear that he or the company was sorry. What I did hear a lot of was how he was so sorry that I FELT that way. Dan finally had had enough; of my badgering and use of their own customer promise against him, that he said good bye.
Now I am sure ol' Dan thought that I had hung up when he said that, what I did do was place my phone on mute and waited for him to disconnect me. That did not happen and for the next35 minutes I got to listen to Dan and his colleagues BS their way through calls, disconnect calls ON PURPOSE, and show a real lack of respect for any Direct TV Customers!
I finally hung up on my end figuring I had tied up their line enough, at least as much as they had tied up my time. After I hung up, I decided that they only way to get through was to be the squeakiest of wheels. So I called back and asked to have information placed on my account a to how many sound drops had been experienced by me hour by hour. After my second call I was told the only way to fix the problem was to send me a NEW DVR. Which upon talking to ANOTHER supervisor turned out to be false.
So now every hour I watch Direct TV I call, suffer the brain dead IVR, and then suffer the mis-informed tech crew, and with luck get my inconvenience recorded onto their customer service system. I am hoping that at some point they will fire me and I can gt out of their insipid contract, or I will have enough inconvenience proof to get out of the contract for breach on their part. We'll see.
Bottom Line: Direct TV is as bad if not worse than the rest. They have a p.O.S. Service culture that does not have to change, they can require a contract. You are nothing more than "$" to them so the less you pay the less likely they are to help you, and if it cannot be solved in a few minutes, they will disconnected your call or ignore you all together. "Direct TV we are not good because we don't have to be!"
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