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Angry with Directv Customer Service

kathysvideos
02-11-2007, 11:20 PM
My area cable company had a special running at the new year to try and get you to switch over. My price with tax was going to be $52.88. I got a work order printed out and on hold waiting for my call which was good for 30 days.

My Directv it seems continued to go up in price as I was paying a little over $80. I have total choice plus with locals, plus 3 additional receivers, plus HD service.

We decided to cut HD channels. That got us down to around $72. I called Directv and asked what they could for me. They didn't offer me anything so I told the Hispanic lady that I barely could understand, I was dropping their service for cable as we just didn't have time to watch much anymore with work and all.

She offered to price match. My bill would come out around $53. I agreed to stay with them for 1 year. I got her name and her department.

Well, bill time came last month and nothing was changed. I called back and got another lady that was equally hard to understand. She said the credit had "forgotten" to be issued and immediately did so. My total was correct that I was previously quoted. She apologized for the mistake.

A week ago, we had satellite issues. My new HD receiver that I got last fall for my birthday had died. Directv said they would send me a new refurbished one out. THey did and I sent mine back in to them. The replacement wouldn't even come on. So I called back. They sent out a tech guy. He gave us a different one and took that box. He said that happens occasionally. I was good to go again.

Tonight, I look at my bill in shock!
I am charged the old rate of $72, plus a past due of the difference of last month that she supposedly credited me, PLUS a service call, plus a refurbed box!!!

My bill is now $278!!!

Now this is rediculous!!!

I have to call every month for my credit?

I am charged for a box that was under 1 year warranty that THEY confirmed and I have the purchased receipt from?

They are going to give me a credit then charge it back???

*********

Okay, what can they do if I refuse to pay this amount and drop their service?

I believe in 3 strikes and your out.

Blade316
02-11-2007, 11:53 PM
*********

Okay, what can they do if I refuse to pay this amount and drop their service?

I believe in 3 strikes and your out.[/QUOTE]

They can send you to collections and hit you up with a cancelation fee for not fullfilling your commitment and all this would go against your credit score.

justloafing
02-12-2007, 06:44 AM
Call Customer Retention Service.

stonedog23
02-12-2007, 09:37 AM
I am amazed at the number of people who claim they get Directv customer service reps who they can't understand. In 7 years I have only encountered American customer service personnel.

02-12-2007, 05:44 PM
I am amazed at the number of people who claim they get Directv customer service reps who they can't understand. In 7 years I have only encountered American customer service personnel.

Agree 100%. While I may have been connected to a CSR that was not quite as educated on DTV issues/offerings as others, all have been well spoken, helpful, and passed me on if needed (including to retention). I sometimes wonder about the people making the calls being able to articulate and understand what is going on vs. the CSR. And no, I am not a DTV schill just a customer for over 9 years who has had his share of calls with customer service.

adhood
02-12-2007, 06:37 PM
Sorry to hear about your problems.
I have had D* for 4 years. Never has a problem that wasn't solved quickly by a CSR.

All the CSR's I have encountered have been English, and I could understand them very clearly.

*Side Note:
I am having HD service installed tommorrow, I will make sure that I post my observations.

There is a winter storm advisory for tommorrow, hope they won't cancel.

Jimbos
02-12-2007, 06:54 PM
I am amazed at the number of people who claim they get Directv customer service reps who they can't understand. In 7 years I have only encountered American customer service personnel.
Believe me, it happens, but it happens in most businesses, it all depends where the channel backs send you.
I have come across foriegn service reps and I do my best to understand them,if I can't I will ask for someone else, maybe a supervisor or simple call back.

Jimbo

stonedog23
02-14-2007, 10:03 AM
Sure it happens Jimbo, but you'd think in 7 years I would have gotten one of these foreignors where English wasn't their first language when calling Directv. Now the last time I called Netgear I did get an East Indian fellow who was very knowledgeable, but very hard to understand.

herkyjerk
02-14-2007, 10:51 AM
We decided to cut HD channels.

You lost me right there

AngryDtvTech
03-09-2009, 12:56 PM
I work for a company that has a contract with DTV to do install and service work ...
your problem with the bad receiver is very common, I see it everyday... we HATE to take Refurbs from our wharehouse.. half might work...
I go to serice calls (SC) everyday with the same problem u had.. DTV has mailed out a dead receiver (IRD)..


Ever wonder why they just mailed it out to you anyway??? why did they not send someone out to fix it the 1st time.... prolly because the ppl u spoke with are paid to keep the paid service calls at a minuim if they can get u to fix it ur self they don't have to pay us to do it....
I hear from customers everyday the same problems you had with your bill... VERY common.. also about the spanish speaking CSR... most are in INDIA... they simply transfer your call over the internet to a contracted call center, prolly in another country to save themselves more money... all the time they conuintlly screw your bill up.... hoping that u will just give up and pay them

The Customer Retetion Line is prolly an actual DTV employees... these ppl are not paid on commmision... so they shouldnt add hidden fees on ur bill and are general much better educated they the retards from the call centers..

I will post more later... can't think about this stuff much... blood pressure gets outta control

chirshey
03-09-2009, 02:05 PM
Mr. Angry,
How about on your next post you include some positive feedback about your day at work. If your job is really as bad as you indicate in your post and it is effecting your health, you should start looking to find a less stressful line of work. It's really not in your best interest/longevity to continue working in the environment you now find yourself in. And, if further posting here about your daily stressful situations negatively effects your blood pressure, by all means don't do it. We will survive and it will make us all feel better knowing that you have made a positive step in lowering your blood pressure, thus leading you toward a much more healthy life style.

WestDC
03-09-2009, 02:19 PM
I have only been angry once in my 12 yrs with D* all I had to do was email [email protected]

And explain in a nice way what the problem was and a short history of it and all was resovled in a quick(24hrs) and polite way.

spidy
03-09-2009, 02:46 PM
I always just ask to speak to a supervisor if I have to call a second time to Request something to be Fixed... Actually when I had an issue with my signal loss I started with the Supervisor..I told the CSR I know exactly what you are going to say and I need to talk to someone who can make a decision, not give me the normal run around....

jpcamaro70
03-09-2009, 04:39 PM
I am having billing issues as well. Forget about the DVR issues. It started early last year after 3 dvr's in 6 months, they offered a $10 credit for 12 months. As it happens, every few months, the credit goes away and i have to call again. They do take care of it, but i have to keep calling. I actually had to call them this morning to fix my bill, this time, my discount was cancelled because i have an expired program, total choice plus is something else now i guess. He offered me the new package with the discount which had just a few stupid channels added, i declined, and stated i just wanted the remainder of my discount applied. He said he couldn't and transfered me to retention, who immediately applied the discount for a new 12 months. So although they keep dropping it, the discount is getting extended for me. I think they do this and expect some people not to catch it IMO.

piratefan98
03-09-2009, 06:42 PM
Mr. Angry,
How about on your next post you include some positive feedback about your day at work. If your job is really as bad as you indicate in your post and it is effecting your health, you should start looking to find a less stressful line of work. It's really not in your best interest/longevity to continue working in the environment you now find yourself in. And, if further posting here about your daily stressful situations negatively effects your blood pressure, by all means don't do it. We will survive and it will make us all feel better knowing that you have made a positive step in lowering your blood pressure, thus leading you toward a much more healthy life style.


A Dr. Phil in every crowd. :hithere:

Jeff

AngryDtvTech
03-09-2009, 11:31 PM
i Have been dealing with the contract companys that basicialy make up Dtv for almost 4 years....


My 1st year i made 58k as an installer, they gave me a new van, gas card and paid 1/2 my phone bill, paid for overtime and some holidays..althought we always worked holidays even Christmas...all was good

my 2nd year i made 53k and gave me another van.. but decided not to pay for or cell phone or overtime anymore.. all was ok

My 3rd year.. i made 39k.... and they stay on us all the time about calling customers, managers, CSR's and W/o Close centers<in India>...
all while installing 4-5 houses everyday.. 7 days a week.. But now we can only turn in 35 hours a week reguardless how many houses we do a day.. this way they can call us part time and don't pay for holidays or overtime.....

I don't have much time to post tonight.. will be back tommorow

isszguy
03-10-2009, 02:13 AM
My area cable company had a special running at the new year to try and get you to switch over. My price with tax was going to be $52.88. I got a work order printed out and on hold waiting for my call which was good for 30 days.


Okay, what can they do if I refuse to pay this amount and drop their service?



Sorry to hear about your troubles. However, I do know that my Comcast Cable bill was around $120 per month when I dropped them a few days ago. I'm am now on a DTV "teaser" rate which is comparable to my Comcast Cable "teaser" rate. I realize my DTV will increase, but I believe it won't be as high as Comcast.

I guess if a person wanted to get the lowest price, they should do DTV, followed by cable, followed by Dish and then repeat as often as possible.

As to what DTV MIGHT do is send your account to a collection agency and post a smear on your credit rating.

Good Luck

IamMrDJ
03-10-2009, 04:54 AM
Sorry to hear about your troubles. However, I do know that my Comcast Cable bill was around $120 per month when I dropped them a few days ago. I'm am now on a DTV "teaser" rate which is comparable to my Comcast Cable "teaser" rate. I realize my DTV will increase, but I believe it won't be as high as Comcast.

I guess if a person wanted to get the lowest price, they should do DTV, followed by cable, followed by Dish and then repeat as often as possible.

As to what DTV MIGHT do is send your account to a collection agency and post a smear on your credit rating.

Good Luck

Don't forget to notice their post was over 2 years ago and they have not been heard of much since.

glennb1
03-10-2009, 09:50 AM
i Have been dealing with the contract companys that basicialy make up Dtv for almost 4 years....


My 1st year i made 58k as an installer, they gave me a new van, gas card and paid 1/2 my phone bill, paid for overtime and some holidays..althought we always worked holidays even Christmas...all was good

my 2nd year i made 53k and gave me another van.. but decided not to pay for or cell phone or overtime anymore.. all was ok

My 3rd year.. i made 39k.... and they stay on us all the time about calling customers, managers, CSR's and W/o Close centers<in India>...
all while installing 4-5 houses everyday.. 7 days a week.. But now we can only turn in 35 hours a week reguardless how many houses we do a day.. this way they can call us part time and don't pay for holidays or overtime.....

I don't have much time to post tonight.. will be back tommorow

Your yearly income goes down every year ?They only let you turn in 35 hours a week ? When you hit the 35 hour mark you should drop what you're doing and go home, even if you're on someone's roof installaing a dish. No paid overtime ? No extra pay for Holidays ?
Sounds like it's time to look for a new job. Working at Walmart would probably be better at this point.