DirecTV
Poor Customer Service

On Friday, Dec. 13th, I called to inquire about setting up an account with them, as well as bundling one of their partners for phone/internet service. I was told, by a Mr. Rudolpho Gomez, that "yes indeed we can set that all up for you". After scheduling an appt. For installation (as well as being charged $214), I was transferred to their Bundling Dept. Who informed me " their was nothing they could do until my service was activated". I decided to wait until Monday morning to call back, to give the system time. Upon calling Monday morning, I was then told that " they could not set up anything, until service was installed and activated". Later that day a man came and installed my service. I then called, for the 3rd time, to set up phone & internet service. I was once told this time by the Bundling Dept. For DirecTv that " we do have Windstream service in your area, and we can not help you". I tried to explain that not only did your sales rep guarantee me this was possible, but that the sales rep for Windstream also confirmed that they service my neighborhood. After countless hours on the phone, speaking to one supervisor after another, I was told "there is nothing we can do for you, other than cancel your service". NICE RIGHT? I am trying to STAY WITH YOUR COMPANY, AND YET YOU TELL ME TO CANCEL! I even tried having one supervisor get on a 3 way call with Windstream so they could in fact see Windstream serviced our area, but he declined. So, having now been exhausted trying to tell DirectV that they need to honor the agreement made to me, and being told by everyone I spoke with " they can't honor it, and to cancel my service... But... You will not be reimbursed for the equipment you purchased" After another 3 hours on the phone, waiting 45 minutes for the 1st supervisor (Jesse), then an hour for the next supervisor (Raul), I spoke to the Sr. Manager (Homer) who al told me there is " nothing I can do, I can cancel your service, but you will not be refunded the fees for the equipment and if you call back tomorrow you will incur a cancellation fee". I then asked to speak to Homer's manager, who I was told " was not there, but I will leave him a message to call you, and give you his voice mail".

In short, I would highly recommend to anyone considering switching to DirecTv to seriously reconsider, unless you like terrible customer service, a company that promises you one thing and delivers another, that you enjoy spending hours on the phone with incompetent people who will just transfer your call, or disconnect your call all together, and have them tell you " sorry, can't help you so cancel your service".

I have sent emails to anyone in an Executive Role at DirecTv telling them of my malcontent for their company, as well as write complaints to the FCC, and every other consumer affair web site. They pissed off the wrong guy...

Company: DirecTV
Country: USA
State: California
City: El Segundo
Site: directv.com

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