CommentOn July 16 when our service still showed that the sattlelite was looking for a signal, we called Directv. We told customer service that our service was out and they said it would be July 21 until they could get anyone out to fix it. We were upset as this would be almost a week without service, so we were directed to the cancellation department to see how much it would cost to get out of the rest of our contract. I spoke with a gal by the name of Brenda. She said it would be $340 as our contract runs thru Nov 2009. She appologized and offered us $10/month credit for 6 months and they will credit us anytime we are out of service once our connection is up and running. We set up the service call for July 21 between noon and 4 pm and accepted the offer.
We received a call from Directv on Sunday July 20 to confirm that the service tech would be here on Monday July 21 between noon and 4 pm.
On July 21 at 7:30 am we received a call from Directv that they are unable to get our service started now until July 29th and gave us no reason. I called the cancellation department and spoke with Jennifer. She told us she could give us the offer that Brenda had given us plus $100 credit for our troubles. I told her I would call her back as this is my husband's decision.
All they have to do is go on our roof and move the sattlelite dish a few degrees for us to get service again. If my husband could do it, he would, but has a medical condition that won't allow him to do so. So we would be without service for 2 weeks total.
Also, with the storms, we had roof damage, and when we had roofers up there, when our dish was installed, the tech made 2 holes and did not seal them properly, so we had to pay for that service when our roof was repaired....
This is not the only complaint we have though-everytime the weather is bad our service goes out, so we have no idea what is going on with warnings/etc. On top of that, back in December when one of our receivers went out, a tech came and fixed it for free since it was under warranty, but then put us on a protection plan for $5.99/month without our knowledge. We did not catch this until March when we received a post card thanking us for our purchase. I called Directv about this as well as we were billed this amount for 3 1/2 months without signing up. The rep told me he could only credit me for one month as they would not allow him to go back further than that for credit purposes. But then we were charged a cancellation fee of $10 for cancelling the protection plan we never signed up for! When I called directv about this, they offered us showtime for 3 months free...
This company has billed us different amounts each month from day 1 and is very unreliable. We never get the same answer from anyone when we call and now we are scheduled for service call for July 29, but who's to say they won't call us that day and tell us they can't come out again!
We have not decided at this time whether or not to accept Jennifer's offer, and have 5 days to do so. I think we'll go back to our cable company...
 Comments (1) |  |
| 1. Written by Michael, on 22-07-2008 12:22 They seem to not realize that 1 dissatisfied customer is only $1200/year lost income, yet 1000 = $1.2 million! Over the average life cycle of a client this equates to a total potential revenue loss of upwards to $24,000,000!!! Send your complaints and issues to John at the "Office of the President" @ 1.888.237.8327. |
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