Directv

[kps0001]

i know there are multiple Directv topics. However, I wanted to share my most recent experience.

I called Directv to order a new HD DVR. Lady told me there would be a $50 service fee for someone to come hook it up. I told her i can do it. She informed me she coudl "drop ship it" that a technician had to install and there was a fee. I called BS. I hung up and went online and ordered the receiver with self installation, no fee. Receiver was delivered in 2 days. Great!

I am activating said receiver and realize that 1) it is an older model than what I just got in Sept (HR22 vs HR230 and 2) it is REFURBISHED. I don't really have any issue with either except I feel I was mislead and ripped off. Why would I want to pay same full price, $199, for a REFURBISHED unit when I could get a brand new, updated model, for the same price.

I called to complain. first time I have ever had a complaint with Directv in over 8 years doing business with them. I was informed that only NEW customers get NEW equipment that anytime you call or buy on their website as an existing customer you are gonna get REFURBISHED equipment. Her only resolution was that I send it back and go by a new unit at Best Buy. I told her this was not reasonable solution as I refuse to do business with Best Buy. She said she notated my account and told me to have a good day.

Horrible customer service. has anyone else had a similar situation? As silly as it sounds I am considering changing service to Dish Network, whom I feel offers an inferior service, just based on this one experience. I probably won't but I am considering.

 

[O]

i know there are multiple Directv topics. However, I wanted to share my most recent experience.

I called Directv to order a new HD DVR. Lady told me there would be a $50 service fee for someone to come hook it up. I told her i can do it. She informed me she coudl "drop ship it" that a technician had to install and there was a fee. I called BS. I hung up and went online and ordered the receiver with self installation, no fee. Receiver was delivered in 2 days. Great!

I am activating said receiver and realize that 1) it is an older model than what I just got in Sept (HR22 vs HR230 and 2) it is REFURBISHED. I don't really have any issue with either except I feel I was mislead and ripped off. Why would I want to pay same full price, $199, for a REFURBISHED unit when I could get a brand new, updated model, for the same price.

I called to complain. first time I have ever had a complaint with Directv in over 8 years doing business with them. I was informed that only NEW customers get NEW equipment that anytime you call or buy on their website as an existing customer you are gonna get REFURBISHED equipment. Her only resolution was that I send it back and go by a new unit at Best Buy. I told her this was not reasonable solution as I refuse to do business with Best Buy. She said she notated my account and told me to have a good day.

Horrible customer service. has anyone else had a similar situation? As silly as it sounds I am considering changing service to Dish Network, whom I feel offers an inferior service, just based on this one experience. I probably won't but I am considering.

Call customer retention and tell them that you are considering switching to Dish unless they resolve it to your satisfaction.

 

[Dr. Jones]

There is an executive relations email address somewhere if you google it. They respond to you in under 24 hours guaranteed.

Will they solve the issue for you? maybe not.

IMO, Directv is the best out there. But since I know of the email address above it tells you that I have had issues also. Mine revolved around a cust svc rep just stonewalling me for an hour or so. One email, one more call, and they gave me the world.

Good luck.

 

[RON_IN_OC]

Had Directv...dropped them for Dish...Now, though, we have AT&T Uverse and couldn't be happier. Great service, terrific pricing, smoking fast internet, and they use DTV's channel line-up. We had them at our old house for a month, before we moved...when we moved I thought we would just take our old equipment with us, but no, we got all new equipment with the install at the new house. I was shocked. Then, they only asked to have the set boxes sent back, so we have an extra battery backup and 3 extra remotes from the old equipment. The DVR works great...can record 2 HD and 2 SD shows at one time and play them back on any tv in the house, from a single DVR. Coming this summer they will up the downstream to allow 6 total recordings at one time...3 HD and 3 SD. The DVR is 250GB and has a data port on the back that plug my Blu Ray into, to be online. In fact, all of the set boxes have data ports on the back and act as routers.

 

[Shane]

Directv Rules. There customer service is by far the best IMO. If you have any true issues just ask for retention. they have always resolved any issue I have had without zero hassle. Being an 8 year customer you have a lot of leverage. I even called retention and asked for a free HD receiver for being such a good customer for so long. They obliged. All I did was pay the 25.00 shipping. Couldn't be happier.

 

[Dr. Jones]

Directv Rules. There customer service is by far the best IMO. If you have any true issues just ask for retention. they have always resolved any issue I have had without zero hassle. Being an 8 year customer you have a lot of leverage. I even called retention and asked for a free HD receiver for being such a good customer for so long. They obliged. All I did was pay the 25.00 shipping. Couldn't be happier.

Same here... Been with them since 2001.... They love me. Never pay for new recievers and always get discounts on Sunday ticket and all of Superfan free.

 

[joeshmo]

Same here... Been with them since 2001.... They love me. Never pay for new recievers and always get discounts on Sunday ticket and all of Superfan free.

Been with them for 3 years. Only had one minor problem with customer service. Unit went bad so I called them up to send me a new one. They said they had to send someone out to look at it for a charge of $50 or I could buy there plan for like $80 dollars which covers all in house assistance for a whole year. I told them I know it wasnt a cable or dish issue(was a cable guy for a school districts IT team for 8 years some time ago), I knew what I was talking about just send me a new unit. Told me she couldn't do that so I told her if they come out and find that it is a problem with the unit I will not be paying the $50 fee, I would only pay it if it turned out to be cable issue or dish issue. Lo and behold it was a unit issue and the guy that came out gave me a new unit(newer model) and while he was there he also put on new water proof connectors on the dish, put on an extra bracket on the dish that helps it wobble less in high winds, and added better gold connectors on the cables inside the house. Never was charged for it and I didn't have to call them back to get the $50 off my bill.

the only other problem I had was with initial installation. The contractor that came out wanted to charge me extra per hour to run the cables in the attic or he could just run it on the outside and drill a hole through my house and put the cables in that way for free. Told him to just give me the length of cable he would use to run it on the outside and I would install the cable myself just get the dish put up and the units programed in. He also tried to sell me monster cables on the side for double the price I could get it myself, I don't mind a guy trying to make an extra buck but he was annoying about and wouldn't stop, like a car salesmen.

 

[Duckjake]

Had Directv...dropped them for Dish...Now, though, we have AT&T Uverse and couldn't be happier. Great service, terrific pricing, smoking fast internet, and they use DTV's channel line-up. We had them at our old house for a month, before we moved...when we moved I thought we would just take our old equipment with us, but no, we got all new equipment with the install at the new house. I was shocked. Then, they only asked to have the set boxes sent back, so we have an extra battery backup and 3 extra remotes from the old equipment. The DVR works great...can record 2 HD and 2 SD shows at one time and play them back on any tv in the house, from a single DVR. Coming this summer they will up the downstream to allow 6 total recordings at one time...3 HD and 3 SD. The DVR is 250GB and has a data port on the back that plug my Blu Ray into, to be online. In fact, all of the set boxes have data ports on the back and act as routers.

Only one problem with Uverse. No NFL Sunday Ticket. Can't go without being able to record the Cards games. Unless of course you know of an Austin Chapter of Cardinaholics Anonymous.

 

[Dr. Jones]

Only one problem with Uverse. No NFL Sunday Ticket. Can't go without being able to record the Cards games. Unless of course you know of an Austin Chapter of Cardinaholics Anonymous.

*High Five* from Central PA.

 

[AzStevenCal]

I had Directv from 1996 until just a few months ago. I switched to Verizon FIOS which is but a pale shadow of Directv especially from an HD standpoint. That said, I'm glad I switched. I really tired of Dtv's arrogance and the lies they routinely tell their customers.

I'll miss the NFL package but they've priced it to recapture what they spent getting exclusivity and that puts it too rich for me. They spent an awful lot of money so that other sources couldn't air the games; it seems to me they have a lot of gall trying to pass that cost onto their existing NFL fans.

Steve

 

[RON_IN_OC]

Only one problem with Uverse. No NFL Sunday Ticket. Can't go without being able to record the Cards games. Unless of course you know of an Austin Chapter of Cardinaholics Anonymous.

True, no NFL Sunday Ticket, but for $5/mo. I get Redzone channel...and since the Cards play the majority of their games late in the day, I really don't miss much. I actually like RZ a lot...When I had Sunday Ticket I was always flipping through games, looking for action...now, somebody does it for me. For me it's a great trade off...I'd rather save the hundreds of dollars each season.

 

[TJ]

Little issues w/ directv. I was able to finagle a second DVR receiver for free the other day. Been a customer for 5 years and if you haggle with them enough, they will eventually submit. Sometimes, you have to threaten to take your business elsewhere for them to get their antennas up, but eventually you win

 

[AzStevenCal]

Little issues w/ directv. I was able to finagle a second DVR receiver for free the other day. Been a customer for 5 years and if you haggle with them enough, they will eventually submit. Sometimes, you have to threaten to take your business elsewhere for them to get their antennas up, but eventually you win

I agree. And it's pretty easy to get them to knock a hundred bucks off the Superfan package too. I just don't think a customer should have to call up and beg to be treated as well as a new customer gets treated. I've also been lied to (actively and passively) by them on several occasions.

I was one of the customers that got screwed during their Super Bowl massacre a decade ago. Without warning (the morning of the big game) they zapped all the access cards within a certain range apparently because some had been counterfeited. They also failed to inform their tech and customer support people. After hours of working with them to try and diagnose my problem I gave up and dropped a grand on an HD box. A few months later, the HD Tivo I had been waiting for hit the market and I shelved my HD box. Okay, I can't blame DTV for being stupid enough to buy something I knew was likely to be outdated soon but without their actions I'd have never been that stupid.

Another example (minor, but annoying): Back in 97 or so they reduced their guide information from 12-14 days down to 3-5 days. When I called to inquire about the change they denied it repeatedly. It took awhile but I finally got the CS rep to confer with her boss. She came back on the phone and explained to me that DTV, in an effort to improve customer satisfaction, had reduced the guide dates because errors were likely to occur 12 days out and they wanted to give their customers the most accurate info.

They've fed me crap like that so many times that after awhile I found it hard to ever believe what they were telling me. I suspect they were telling me the truth more often than not but once you lose trust in someone (or some company) it really makes it hard to distinguish lies from truth. I pay just about as much with FIOS as I did with DTV and I have a lot fewer HD options but so far no one's lied to me either.

Steve

 

[Linderbee]

Love Dish way way better than the crappy DirecTV we have now. I just can't stand their menu navigation & the absolutely ridiculous set up they have. Bleh. Don't need Sunday Ticket...if I were an out of towner, I'd probably get it, but for here, I wish we had Dish. (That rhymed!)

 

[Covert Rain]

You have to know how to play the DTV game. I get at least 2 free receivers from them every year and I usually can get free shipping out of them to. If you go to the AVS forums their are entire threads about hot to go about doing this. I have been using this tactic for years to get free equipment. Also, don't buy into the refurbished crap either. They will give you new equipment if you threaten to cancel.

A few things you have to know. First off, every customer has an internal DTV rating. It's based on how long you have been with them, your pay history and what package you have. Second, what they are willing to do for you depends on that rating. Third, the first person you talk to at DTV is only authorized to give you certain things. After that, you must get to the Retention department to get the real offers by threatening to cancel your DTV. Last, even the Retention reps final deal is almost never the final deal. On several occasions, I simply said that is not good enough only to have them make another "final deal".

Also, for those that get NFL Sunday ticket. If your an "A" list customer, they will knock down the price and offer you NFL Super Fan for free. I have not paid for the extra HD package for NFL Sunday ticket 3 years running. I also got them to cut the price of the NFL Sunday ticket package on top of it. Every single year I simply call them and say I don't want it this year, it's too expensive and go from there.

Hope that helps some of you.

 

[AzStevenCal]

Also, for those that get NFL Sunday ticket. If your an "A" list customer, they will knock down the price and offer you NFL Super Fan for free. I have not paid for the extra HD package for NFL Sunday ticket 3 years running. I also got them to cut the price of the NFL Sunday ticket package on top of it. Every single year I simply call them and say I don't want it this year, it's too expensive and go from there.

Hope that helps some of you.

I didn't like jumping through the hoops. For years I'd react to the AVS info about DTV giveaways but after awhile I got tired of playing that game. IMO, they've put forth much more effort trying to get me to come back to DTV then they did to retain me at the end of my 14 years as a customer with them. And as for "A list", I didn't use their pay-per-view but other than that I bought just about everything they offered (okay, slight exaggeration-I didn't buy soccer, hockey or NASCAR).

BTW, for the first 12 years on DTV I virtually never lost my picture but the last 2 years or so (because of the additional satellite locations) I found myself looking at snow more and more often. I didn't go a week without picture loss in addition to the frequent pixelization problems. After the first couple of tech calls they insisted on charging me (I wouldn't buy their stupid maintenance package) even though it was their equipment and their installation that kept failing.

I've been on FIOS for 4 months now and haven't had a single problem. It doesn't have all the bells and whistles of DTV but there's something to be said for utility.

Steve

 

[Covert Rain]

I didn't like jumping through the hoops. For years I'd react to the AVS info about DTV giveaways but after awhile I got tired of playing that game. IMO, they've put forth much more effort trying to get me to come back to DTV then they did to retain me at the end of my 14 years as a customer with them. And as for "A list", I didn't use their pay-per-view but other than that I bought just about everything they offered (okay, slight exaggeration-I didn't buy soccer, hockey or NASCAR).

BTW, for the first 12 years on DTV I virtually never lost my picture but the last 2 years or so (because of the additional satellite locations) I found myself looking at snow more and more often. I didn't go a week without picture loss in addition to the frequent pixelization problems. After the first couple of tech calls they insisted on charging me (I wouldn't buy their stupid maintenance package) even though it was their equipment and their installation that kept failing.

I've been on FIOS for 4 months now and haven't had a single problem. It doesn't have all the bells and whistles of DTV but there's something to be said for utility.

Steve

Interesting. I have had almost ZERO problems with DTV. I think I have been a user since the year after they came out. As I stated above they have given me lots of free stuff and discounts as well. So, I really can't complain. My biggest problem with them was during the transition to HD. Some of my locals kept getting the dreaded "Vrrrrrrp" sound on some shows. That is no longer a problem though.

Prior to DTV everywhere I lived I had COX. There were also a few times when I dropped DTV shortly to try COX again a long ways back. Each time I came running back to DTV. Cox was horrible. I have heard alot about FIOS but not had it.

I just have to have NFL Sunday ticket. My hope is that eventually the NFL will spread the love to multiple carriers. Then I would consider switching possibly.

 

[AzStevenCal]

I just have to have NFL Sunday ticket. My hope is that eventually the NFL will spread the love to multiple carriers. Then I would consider switching possibly.

Did you have to bring up Sunday Ticket. My reaction is almost Pavlovian; I have no choice but to rail against DTV when this subject arises. They paid the NFL serious cash in order to acquire exclusivity. The NFL would have been just fine spreading the package throughout multiple carriers but DTV made it too attractive. DTV does this in order to bring in cable customers that love football but they pass this cost on to their existing customers.

I use to pay something like 149 dollars (maybe 159?) for the NFL package. Now how much is it, 400 bucks? Why should I have to pay extra money so that my neighbor can't watch the games? This kind of purchased exclusivity just pisses me off to no end. It doesn't matter whether it's Directv or Starz movie channel I hate having to pay more simply so somebody else can't watch it.

Steve

 

[LVG]

Speaking of problems - did anyone else have that receiver issue this morning?

Caused me to miss an episode and a half of ST:E

 

[azmike74]

Speaking of problems - did anyone else have that receiver issue this morning?

Caused me to miss an episode and a half of ST:E

Can't say I noticed a problem, but when I got home from work yesterday both my receivers were on, which was weird. That's happened a couple times and I know they are off when I leave for work.

 

[LVG]

Can't say I noticed a problem, but when I got home from work yesterday both my receivers were on, which was weird. That's happened a couple times and I know they are off when I leave for work.

You would have noticed. Your receiver wouldn't respond to remote commands, would stop recording, and the screen went grey. DTV had a message on their call in recording.

 

[dreamcastrocks]

Speaking of problems - did anyone else have that receiver issue this morning?

Caused me to miss an episode and a half of ST:E

A week or so ago one of my HDDVR's had a storage device issue. I had to ship it back but they sent me a new one. Can't complain about that.

 

[Mulli]

A friend of mine rents a house in the Chicago burbs. He signed up with directtv, but when they came out to set up service, they said there were too many trees in the area and that they could not set up his dish to get a signal.

They wanted to charge him $500 bucks to cancel his service.

 

[dreamcastrocks]

A friend of mine rents a house in the Chicago burbs. He signed up with directtv, but when they came out to set up service, they said there were too many trees in the area and that they could not set up his dish to get a signal.

They wanted to charge him $500 bucks to cancel his service.

No way they can get away with that with a little fighting.

 

[Covert Rain]

Speaking of problems - did anyone else have that receiver issue this morning?

Caused me to miss an episode and a half of ST:E

I did. They rolled out another update. I had to unplug my DVR's twice. Then everything was working normal. They wouldn't respond to remotes or anything.

All is good now.