We encountered so many problems in the few days we switched from Spectrum to DirecTV & Frontier through Premier after we were approached by Jon and Matthew. I gave them a chance to convince me to switch (usually I turn away salesmen right away) since we have had so many issues with Spectrum recently. Our family lives in a duplex home and they were able to set up two separate accounts for us which was great. The first problem I had was that neither of them wore masks when going door to door when it is mandated by LA County to wear one in public. I didn't realize this until I read other reviews that also mentioned they didn't wear a mask.
Second, there was some confusion about installation fees, having more than 4 cable boxes, and DTV's Wireless boxes but we were able to sort that out easy but our cousins would have to wait a few days for theirs. I hadn't canceled Spectrum yet just in case problems occurred, which I am glad I hadn't.
Since Premier's offices were closed & I needed to access my account to check the bill and watch TV on my laptop, I called DTV for help. So much of our account information was wrong. Jon or someone at Premier entered my mother's SSN & email wrong ("family" is part of our email username but they had spelled it "xamioy" and forgot the numbers that are part of the username). DTV said I couldn't make any changes to the account unless I know the last 4 digits of our SSN, but again, I couldn't do anything since they had entered it wrong in the first place. I spent 2-hrs with DTV until they realized that okay, it's not our fault and worked it out with us. I was able to change/correct our account info and log in finally.
Jon tried to blame me for not calling Premier to figure it out since the DTV agents I spoke to didn't know about the 2 accounts on the address, even though DTV did. When I had called DTV and provided the address, they said there are two accounts under the address and asked to provide the name on the account to bring up the right info. So they knew very well how it was set up. They weren't confusing the two accounts, emails, or SSN. Premier had messed up the info themselves.
When Jon and Matthew talked to us about switching, they had told us that DirecTV has an app for Roku TVs, which could help us with our bill since we wouldn't need to pay for another box. I tried to download the app but when I searched "DirecTV" on the Roku App Store, nothing came up. I was very upset since Jon had told me there was an app. I contacted DTV since Premier's offices were closed and Jon wasn't available at the time. Three different representatives from DTV said there isn't an app on Roku, only on mobile devices and laptops. I messaged Jon this and he said their technician would help us download it the next day. I called Jon the next morning and we were arguing back and forth about the app. He kept insisting there is one so I sent a picture of my screen that shows it does not exist. He then told me that I am just mad that I don't know how to download the app (even though I have downloaded hundreds of apps on my Roku TV), that I don't know what I am doing or how to do things right, insinuating that I am dumb. He also kept calling me bro, but I am not his "bro", I am a customer. Very unprofessional.
Jon also went on to say a few times that when I am calling DTV, I am talking to people from other countries and Filipinos and that they don't know anything about my account or what DTV offers. I understand that we have all had frustrating support agents from companies, but just to belittle them for being from a different country and telling me the TRUTH when Jon and Matthew were the ones that didn't know exactly what they were selling, that is just wrong and extremely disrespectful.
Additionally, Jon refused to tell me what the cancellation policy was or tell me what was on the contract when he signed us up. I shouldn't have signed up in the first place because of that, but I went along with it. Turns out that Premier had only put a 2-day grace period on our accounts and the DTV agent that canceled our service for us said that isn't right since DTV's standard policy is usually 15 or 30 days.
Both of our families canceled appointments and services and were able to get a full refund from DTV since Premier had lied at the point of sale about Roku, refused to discuss cancellation policies, setting an unfair grace period, messing up our account information, and for being disrespectful. I also canceled Frontier and received much faster internet from Spectrum for no extra charge for a year.
Edit: Since we cannot respond to Matthew, we were not wearing a mask since we were at our own home, working on our security system. They approached us. Regarding the grace period; I spoke to a DirecTV Supervisor and they told me they are canceling and giving us a refund for the reasons stated in the last 2 paragraphs. I also received a phone call from Jon since he was upset about the review. read more