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DirecTV Complaint - Poor Customer Service
DirecTV Complaint

DirecTV Complaint


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?

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