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DirecTV Support Ticket - terrible service, DVR still broken

DirecTV Support Ticket

terrible service, DVR still broken - DVR repair

Created By: SusanGray's Picture SusanGray Last Reply: SusanGray's Picture SusanGray
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: N/A Replies: 1
Product: DVR repair

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.


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SusanGray says: (9 years ago)
 0
Okay, I need to update this complaint. Turns out that my ooma voip system was blacklisting the call from the Direct TV case manager. Somehow it must have read the Direct TV 800# as a telemarketer and blocked it. They had been trying to call us for 2 days. They finally found another number for us and called that one. I APOLOGIZE TO DIRECT TV!!!



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