DirecTV
Poor Customer Service

DirecTv has poor customer service. Being newly divorced, and returning to my home after more than a year, I attempted to begin a new account with new equipment. The new equipment was partially delivered and a man came out to install it, but he could not figure out how to do so. He had to call for a senior serviceman to come on another day. This man was supposed to bring the rest of the boxes needed for 4 rooms of service, as only one had been delivered. A few days later the next rep arrived and installed the dish. He did not have the 3 additional boxes required though, and called to see if he could get them sent out. At this point I was told that I had to pay off a bill accrued by me ex-husband in order to get service. Previously, I had asked if I was eligible for new equipment with my new last name and was told that was okay. I later was told that the rep who took my order was from an outsourced company, and I received an apology for being told that one DVR receiver would play shows in all my rooms and that no other boxes were necessary. I paid the bill of my ex and was required to return the new box and resume the old account, an account held since around 1999—12 years now. Recently service was interrupted; I called and was told that a new box would be necessary. They offered me the bottom of the line DVR and I asked to get the all house style. I decided to cancel service since this option was disagreeable with them. They have now informed me that I am now locked into a NEW 2 year agreement. They say that they can not tell that I have been a customer for about 12 years. (I have never received free installation or equipment. Back when I purchased mine we opted to install the system ourselves. I think there was a rebate. The point is that I feel that I should get equipment just like new customers do.) They say that since a new box was delivered, even though they cancelled the account and took the box back, that I am now in a new 2 yr contract. They are the ones who voided the other contract by not allowing me to open the new account and close the joint account with my ex-husband! I have spent many hours on the phone with them. To add insult to injury, one of their installation reps refused to leave my home when I requested he step outside so that I could have a private conversation with DirecTv customer service. He folded his arms and leaned against my wall in defiance. I then advised the phone rep that the rep inside my home refused to leave, and with that he stepped outside. Gee, all I wanted was new equipment. Isn't it worth that to keep a long established customer? Why spend hours of time from both sides arguing something like this, when you provide new equipment every day of the week to newbies?

Company: DirecTV
Country: USA

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