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Terrible Customer Service at DirecTV

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Old 04-21-2007, 12:25 PM   #46  
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I talked my newly moved in neighbor to switch from Dish to "D". So they ordered regular DVR and second receiver for bedroom. I told them they should have ordered HR20 (they have a Sony 50" HDTV). I called "D" and they changed the order and order number (verified), and kept same install date. Tech arrived with old order number, standard dish and said he had to install it since that was the service order he had even though we showed him the new order number. A different tech had the new number and all the HD equipment for installation the same day in the same install window. New customer canceled new install and stayed with non HD equipment. I know he will not be happy with standard PQ and he will end up not liking or recommending "D" in the future. This type of screw up happens way too often and most people just let it slide. It's a shame.
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Old 05-05-2007, 11:29 AM   #47  
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The last sentence of your letter is the best. Never thought to put it that way, I'd always say "my friend works for the local paper" or "my cousin is the consumer affairs reporter for Channel 3".
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Old 06-09-2007, 07:10 PM   #48  
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what's new thats DirecTV
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Old 07-09-2007, 09:50 AM   #49  
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I to have had all three direct dish and commcast Direct by far has done very well not perfect by any means every problem always has been met with a sincere apology and a credit toward my account.just have a little faith and things always get better.
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Old 07-09-2007, 11:47 AM   #50  
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Originally Posted by inazsully View Post
I talked my newly moved in neighbor to switch from Dish to "D". So they ordered regular DVR and second receiver for bedroom. I told them they should have ordered HR20 (they have a Sony 50" HDTV). I called "D" and they changed the order and order number (verified), and kept same install date. Tech arrived with old order number, standard dish and said he had to install it since that was the service order he had even though we showed him the new order number. A different tech had the new number and all the HD equipment for installation the same day in the same install window. New customer canceled new install and stayed with non HD equipment. I know he will not be happy with standard PQ and he will end up not liking or recommending "D" in the future. This type of screw up happens way too often and most people just let it slide. It's a shame.
Wonder what would have happened if the original order would have been placed correctly?
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Old 07-10-2007, 01:56 AM   #51  
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NFL Sunday Ticket is the only reason as far as I'm concerned. Of course, they are coming very close to pricing me away. I long for the day when Directv no longer has a monopoly on this service...
Just for your information, DirecTV makes no profit off the Sunday Ticket. Every penny of what you pay goes to the NFL and to broadcasting. So if you want to blame someone for pricing you out, blame the NFL. The point is that you wouldn't pay less for it on cable.
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Old 07-10-2007, 03:12 AM   #52  
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DTV may not make direct profit from the NFL ticket (it may even be a loss for them), but they make PLEANTY of indirect profit. The profit comes from the fact that so many customers woule leave DTV altogether if they did not have exclusive rigths to the NFL ticket. This is commonly know in the cable/satellite indistry. Read any of the trade rags to confirm.

Last edited by ivanl; 07-10-2007 at 03:14 AM..
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Old 07-10-2007, 06:44 AM   #53  
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DTV may not make direct profit from the NFL ticket (it may even be a loss for them), but they make PLEANTY of indirect profit. The profit comes from the fact that so many customers woule leave DTV altogether if they did not have exclusive rigths to the NFL ticket. This is commonly know in the cable/satellite indistry. Read any of the trade rags to confirm.
No question about it. But anybody who feels they are being priced out of the Ticket needs to wise up if they think it's be less, or Superfan would be free, and so on, if cable or Dish started carrying it.
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Old 07-10-2007, 08:52 AM   #54  
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No question about it. But anybody who feels they are being priced out of the Ticket needs to wise up if they think it's be less, or Superfan would be free, and so on, if cable or Dish started carrying it.
Agreed on your comments about Cable and Dish. As for the price in general, i do think it is high, but the open markey ultimately dictates if it is or isn't. I tend to think the NFl got the best of DTv on this deal (i.e. DTv could have gotten it cheaper). And if they did get it chepaer, they would have even more customers sign up for it which would drive overall subscription rates (new custoemrs) up for DTV.....But as you know from other posts, this not a big deal to me. I am much more concerd about the lack of info coming from DTv on future plans...
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Old 07-10-2007, 11:34 AM   #55  
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Agreed on your comments about Cable and Dish. As for the price in general, i do think it is high, but the open markey ultimately dictates if it is or isn't. I tend to think the NFl got the best of DTv on this deal (i.e. DTv could have gotten it cheaper). And if they did get it chepaer, they would have even more customers sign up for it which would drive overall subscription rates (new custoemrs) up for DTV.....But as you know from other posts, this not a big deal to me. I am much more concerd about the lack of info coming from DTv on future plans...
The NFL makes Direct follow very strict guidelines on carrying the package. It's basically a year-to-year contract. If the company messes up in any way or the NFL feels the contract has been violated, then the NFL always has contracts in their pockets ready to be signed by Echostar or cable.

One thing about Superfan--I don't know about existing customers, but new customers almost always get it free. During the season, if you sign up for an HD receiver you get the HD games for free, but not Superfan (because H20 is not yet interactive). However, toward the half-season offer Superfan will be included free on all new orders. Also, about every two months during the offseason you can get SF free during a "father's day special" or whatever is goin on.

Anyways, I wouldn't count on DirecTV ever losing the ST. As long as they follow the rules, broadcast the games to people that should get them and sell it for what the NFL wants for it, it's not going anywhere.
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Old 07-10-2007, 03:33 PM   #56  
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Why does anyone go with a dish unless they have to? I hate the Cable industry, but it seems like the obvious "lesser of two evils". You don't need a phone line, don't need a dish, get more local channel options and locals in HD, plus the prices are all approximately the same. I admit that having channels 1-99 in analog is a minor drawback, but that will eventually change and it's a small price to pay as a trade-off.

Since I've never had a dish (although honestly, I have considered it) it may be unfair to "dis the dish". Would anyone care to point out the positives of being a dish owner other than the satisfaction of telling the Cable Company where to shove their monopolistic arrogance?
If you have two residences (like if you live in one place and have a seasonal home elsewhere), having DirecTV would be ideal. This way, you won't have to pay for two different cable services at two different locations. With DirecTV, you pay only $4.99 for additional receivers. I paid ZERO to have an installer come out to my summer residence to install the new 5lnb slimline dish. I also paid a small price for a new HD DVR.
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Old 08-09-2007, 07:27 PM   #57  
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I have lurked for awhile and have gotten plenty of good info from this forum. I have been a D* customer for 10 years and have had HD since it was first available. I am in Houston, TX and signed up through the D* website for the Slimline dish and HR-20 upgrade for $199. The first available appointment was 3 weeks later between 8am & 12pm.

I get a call the morning of my install telling me the installer would call when he was on his way. By late afternoon no one showed so I call D*. After being on hold off and on for 45 minutes I was told the installer didn't have the equipment needed and the next available appointment was in 3 more weeks. "Sorry, there is nothing we can do."

I accepted the new appointment and then told the CSR I was thinking of getting the NFL Sunday Ticket with SF and was told "sure, that will be full price." I asked since I wasted a full day and the installer never even called to say he wasn't coming was there any kind of a break I could get. "Oh I see you are one of our preferred customers." Nope. Nada. Nothing. Thanks for your loyalty. I think preferred customer stands for sucker we squeeze a lot of $ from. I told them I would think about the Sunday Ticket w/SF and call them back.

I have been trying to calm down before I call back so I don't lose my cool. It's only been 5 days and I still am too ticked to call back!
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Old 08-09-2007, 07:51 PM   #58  
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Compared to Comcast, DTV has heavenly service. My son bought a house recently and wanted the Comcast Cable disconnected. These guys went to the wrong house and disconnected the house down the street by mistake. Now my son has free cable, and the people down the street have nothing. Seriously, why doesn't DTV have their own forum where they can get input/suggestions from the people on the receiving end. Since they subcontract everything I don't think they know half of what's going on with the people and the dishes. The service reps can't really be honest over the phone, because they know the phone lines are monitored. When you ask them, "Do many people have the same problem?" you get this long pause...In a way, it's a little like East Germany in the 50's.
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Old 08-09-2007, 08:46 PM   #59  
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Default Reminds me of a thread I posted a few days ago.

Finally made the switch

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What the hell was I waiting for? After dealing with Direct TV for five years I had just bought an HDTV and wanted to upgrade my direct TV service to HD, so they get an installer out to install an HD dish. Well after he got there he couldn't get an HD signal from where the old dish was so he decided to install it on the roof, OK with me I would be watching my new TV in HD real soon. But wait after drilling five holes in my roof and installing the dish he couldn't get a signal again so he took the dish down and left the five holes in my roof. He tried it again on my new fence that we just installed still no HD signal and five more holes that he never fixed so he finally left. I said screw it, I called Verizon got the Fios hooked up and it is perfect, I called Direct TV to cancel my service with them they told me that after upgrading to HD I was in for another contract with them, THEY NEVER UPGRADED ME, so they give me a contract for upgrading me to something that they couldn't provide me and I'm stuck with frickin holes everywhere. Sorry just venting and probably going in a bunch of different directions. Anyway Fios is incredible, the picture on every channel on every TV is amazing especially in HD and the installers were really professional unlike DTV, I will NEVER go back to them I will be with Fios for a long time.
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Old 09-19-2007, 09:34 AM   #60  
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Yes, I have written directv a letter and faxed it to their headquarters in Cali. And now we are having problems AGAIN w/ our reception and I dread dread dread contacing them for repair. Horrible customer service. Does anyone know of any satellite repair people in NY?

we'd be out if it weren't for NFL Sunday Ticket.
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