We were offered DIRECTV GENIE system as "the best in the market" ...sadly to find out this is the WORST ever.
We had Genie installed on November 2012 and after numerous calls to the customer service, case management departments and several tech visits, the client's image keeps getting frozen and loosing signal every time we turn off or even change channels in the primary tv connected to the receiver. Sometimes the signal won't come back until the next day.
Two weeks ago we had a technician and a supervisor both visit at the same time, and that visit lasted 8 HOURS!, yes, they were here at home on a Sunday for 8 eight hours! they replaced every piece of equipment, even the cables, and still this is not the answer, the problem persists.
This morning, I called back the case management department (terrible service) and they admitted Directv does not know what the problem is with their Genie system and their techs are still working on it (its been 6 months already!) but still no solution to the problem (how much time their techs need?).
Directv case manager (Elbia - employee # MX1101) refused to open a case and told me that only solution is that I need to restart/reset the receiver "every" time the problem happens; can you imagine that? it can go up to 20 times a day! walking from one bedroom to the other (3 clients and a receiver tv) and then to garage to reset everything. Crazy!
It's so exhausting and frustrating, I call Directv every other day and I spend around 1 hour with them each time, rarely I get help or an answer, just excuses and reps. asking me to restart all the receivers, etc. I feel like instead of being the customer, I am a Directv employee trying to fix their product deficiencies every single day.
Now I am stuck with a 2 year contract with Directv and there has been not a single week when I have not called them to complaint about frozen images, lost signal, etc. I wish I would have kept my old tv/satellite service provider, a little more expensive but definitely so much better.
I've been reading other's complaints stories and realized that there are a lot of Directv-Genie dissatisfied customers out there. It is so frustrating to admit that we have been defrauded by Directv!.
Product or Service Mentioned: Directv Tv Service.
Monetary Loss: $500.