We have been loyal Direct TV customers for over 3 years. However, we have had their technician come out on multiple occasions due to service issues and equipment failures. We have their service in four rooms in our home. A few weeks ago, the remote in our living room stopped working. We called them and were advised that there are issues with their remotes and their engineering team is aware and once the issues were fixed we would be emailed updates. They were able to walked us through switching our remote to different setting and it worked for a day or so. We ended up having to call back a few days later because the remote was barely working and we were told that we owned the remotes and would have the pay $25 each to have the remotes replaced. This was not what we were told when we originally called to report the issue. After a very frustrating phone call with Direct TV, we informed them we would just cancel our service and get a different provider as we were not paying them for remotes that they already acknowledged they were having issues with. We contacted Xfinity and were scheduled for installation a few days later. A supervisor from Direct TV called the next day and said they would now send someone out free of charge to replace the remotes. This should have been done to begin with instead of telling us we would have to purchase new remotes and pay a fee for the technician to come out. Since we were still frustrated with their service, we declined the offer and told them we already had Xfinity scheduled to install their service on Friday.
Each day, we were getting calls from Direct TV account managers asking what the issues were and why we wanted to cancel our service. We have explained the situation to multiple account managers at Direct TV over the last six days. We were finally advised that they would ship us a box to return the equipment in and they would give us a $300 Visa gift card. We requested again to speak to a supervisor and arrangements were made that they would ship the box, send an email with instructions on where to return the equipment and waive the cancellation fee (instead of the $300 visa gift card). Needless to say, we haven't received the email with instructions, nor have we received a box to return their equipment but we have received no less than 8 more calls from account managers.
Today, at our wits end (after receiving another call from an account manager), we called Direct TV back at 800-531-5000. The first representative we spoke to couldn't locate our account (even though their account managers have had no issues dialing our phone number) so again we requested to speak to a supervisor. We were was connected to someone named "Chris" (after holding for 15 minutes). We tried to explained the situation to him and that we want the cancellation fee waived as promised, an email showing we owed a balance less than $170 (which was our last bill) and the box shipped to send their equipment back. Chris proceeded to tell us that our bill stands with the cancellation fee and is over $500. He said that they would not honor the $300 Visa gift card because that was only available to customer who were going to reconnect their service. When we asked to speak to a manager above him, he tried to tell us that he was the highest supervisor there. Give us a break...he isn't the president of Direct TV (so there is obviously someone above him).
I worked in customer service for over 8 years and this is no way to treat your customers. If you representatives and supervisor promise something, you need to honor that agreement. The calls are recorded so if you didn't have all of the facts, you should have asked to look into it, review the calls and call us back. The supervisor named "Chris" decided he was going to put us on mute and not respond.... we told them they should consider our account paid if full since he didn't have the common courtesy to respond and then the call was disconnected.
We will never used Direct TV as their representatives never tell the same story twice, they do not honor agreements with their customers and they lie!! read more
