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DIRECTV

Customer Service Ratings and Comments

DIRECTV is ranked #140 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 39.69 out of a possible 200. This score rates DIRECTV customer service and customer support as Disappointing.

NEGATIVE Comments

314 Negative Comments out of 350 Total Comments is 89.71%.

POSITIVE Comments

36 Positive Comments out of 350 Total Comments is 10.29%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • What the hell is wrong with Direct TV's website. My grandma can move faster than them. It just took me 30+ minutes to change my CC info for autopay annd to update my account info. The past two times I have logged on it takes FOREVER to navigate through their website. Everytime I click on anything (including trying to log on) it just sits there "processing" .Heaven forbid I clicked on the wrong thing I need to go back- it takes another freaking 5 minutes to go back to the page I was just on. And it's NOT my computer- this is the only website that goes as slow as molasses. Good God- we pay you an arm and a leg for Cable only to get crappy service half the time, the least you could do is fix your website.

    Fatcat 8/31/10 12:00PM

  • Horrible customer service!!! Do NOT use Direct TV!! I'm still dealing with them resolving an issue that was their fault! I have to record our conversations & I'm on the verge of filing a lawsuit.

    Againstdirectv 8/30/10 10:00AM

  • Does anuone read all of these complaints. I have been an on time paying customer for many years and was rated as an "A" rated account however whenever there is a problem, none of your technical peop;e can help. I contacted you 3 weeks ago, spent 2 hours with a tech on the phone and still the box is not functional so they sent me a new box and once again 2 hours on the phone with no success. They had me run to Walmart o pick up another cable and install the new box using it and again no luck. Now they tell me I have to wait 10 days to get someone out here to try to solve my problem making it a month with out my tv. This stinks, I called customer service spoke to Jay in Mississippi, then asked for a supervisor and his name was Dave and he didn't even care that I threatened to close my account. It sure would be nice to know that this company cares about it's existing customers not just trying to get new customers. Extremely disappointed!

    Anonymous 8/26/10 5:32PM

  • Awful customer service. Good luck trying to find someone who really cares about your service -- unless you are adding features, ordering new service, etc. My call was routed to a call center in Mexico ... and good luck trying to find folks who are able to think outside their tiny little box down there.

    sc 8/26/10 3:04PM

  • I am on the phone right now with a representatve. I had called and complained without being abusive in any manner and was hung up on the first time. My issues:
    1) no number is given for customer service to call if having problems on the bill paying system.
    2) the system at DTV was not able to process the account asked me to continue. When I wasn't able to, I pressed to pay again and unfortunately it charged me two times.
    3) I'm on the line now, and it feels as if it's an attempt to get me to hang up and give up. No rep is getting back on the line after 10 minutes.....I've been doing this for at least 40 minutes all together. No more paying bills on line! You'll just have to wait for your money. When this contract is done, I'm done with you.

    sunny 8/26/10 5:37AM

  • The customer service is TERRIBLE at Directv. They send bills and never provide the service and then want to send your account to a collection agency and then report the non-payment on your credit report. I requested that my service be disconnected and they suspended it. I moved from the address and then I get a bill 12 months later stating that I owe $189.00. Are you kidding me! I have not lived at the address for 12 months, so they said the charges are legitimate. They sent my account to a collection agency. I never received a bill during the 12 months and had been a customer for 8 years. I never paid my bill late, but I can't get anyone at Directv to review my account and get the matter resolved.

    Fletch 8/25/10 6:29PM

  • Your customer service department sucks, every time I call I get a different person and get nowwhere. They took two debits from my checking account without my permission and so far they have only refunded one, I tried to set up the service and they gave me a different price every time I called and when I checked my E-mail the price was not what they told me on the phone. When I called back they continued to jack me around and when I called to cancel they gave me a hard time about refunding my money telling me I had to wait six to eight weeks for a refund. They took the money instantly and told me that I would not be charged double but they charged me 43.54 equipment charge instead of 21.72. I am filling a report with the BBB and then I am going to contact my attorney to resolve the matter.

    Anonymous 8/25/10 12:14PM

  • So far in the last week I have talked to about 12 different direct tv people and have not got any where.They want Me to just forget it and back down. They are so unreasonable. The only highlight to this awful experience is one installer that was so understanding. Now I have another 2 year contract because I signed a paper for something that I don't have and never received.

    not happy 8/25/10 11:27AM

  • my viewing experience has been average not as good as Cox Cable. I recently used a Direct TV licensed agent that offered a turn Key option to provide me with all the options offered on the internet site plus complete all the Online rebates for me including the friend referral program. My first Bill should have been under $20. Turned out to be in excess of $65. I contacted Direct TV for help--so far i have been on the phone in excess of 5 hours with them. (they keep transferring me around the same call center to pass the ball) The agents have been polite and express empathy--but are unwilling to offer or correct my problem. In essence they said "BUYER BEWARE" it is not their problem.

    My local agent/dealer (in Virgina) will not return my calls and when i have caught him on the phone he has lied to me with more false promises of what he can and will do.

    My advice to you is do your research--if you have no other option but to use DIRECT TV then only sign up by contacting them directly--do not agree to anything verbally (you will be committed) do not sign anything with them until you receive in writing from them exactly what your bill will be from day one. Their billing system will bill you for the full amount until your rebates kick in and they do not issue credits or allow you to short pay any amount.

    If you do try to sign up they use multiple 800 numbers that are not necessarily related--you can call their regular number to sign up but you must call an entirely separate number to use the referral program and then their is no guarantee you will get the other specials that you may see advertised beyond the one deal--sneaky

    They taut their exceptional customer service--in my experience they are polite and courteous--but that is it, the people you talk to over the phone can do nothing for you--they are only the messengers of unyielding customer service policy. You will be locked into your decision for TWO years.

    If you have other options I would consider those before making any commitments.

    umpire 8/25/10 10:48AM

  • Property Owners, watch out for Direct TV. They installed a dish on an expensive flat roof on a house I own without my permission. They refuse to pay to have it removed and repaired. These people have no company policy to require permission from property owners. Helen in their "Office of the President" simply gives the typical broken record answer and avoids any responsibility. Watch out for these people!

    BC 8/24/10 12:59PM

  • I just was with a rep helping with no signal She was very nice but could not get it working. She said someone would have to come out but can't get here for a week. Seems like you should have better service than that. If not I should get some off my bill for no service.

    Anonymous 8/23/10 7:39PM

  • I have been a direct tv customer now for almost four years and I pay $5.99 service plan that is suppose to give me 24 hour 7 days a week service and my dish went out on the 21st and I am being told that the first day they can come is the 30th. I let them know that I am bed ridden for 2 weeks just had major surgery and could they please please help before the 30th and was told no way and I spoke with at least 5 different people Colorado, South Dakota, Oregon, North or South Carolina not sure which one and the best customer service was in Oregon the rest were rude couldn't be bothered and didn't want to be bothered. You need to have a local customer service these ones out of state are no help. Please give us local phone numbers to call THANK YOU

    owlz1331 8/23/10 12:09PM

  • DIRECT TV has the worst customer service of any company I have ever dealt with. I haven't even had my DIRET TV installed and called to make changes before my installation and the rep Julis ID 139790 was the worst I have seen. He continued to cut me off and use a condensing voice. When I pointed it out to me and said this was horrible customer service he said that he isn't in customer service. Based off this experience I am canceling and going back to COMCAST. This is a sign of the worst! You can thank you rep Julis for losing my business!

    hod 8/22/10 4:04PM

  • Worst company I have dealt with, I have had Dish network for 4 years never a problem wanted to get the NFl package and GOL Network which they Dish does not offer what a mistake and nightmare, These idiots could not keep an appointment if there life dependend on it and the contractors they use are a bunch of morans the first one that got here two minutes into his survey said he did not have the correct equipment to complete my install. By the way the guy came in a 70K Pickup truck no wonder the install are not getting done. So we reschedule for Saturday they call me all week to confirm and on friday they make one last call to ask me when will a like to schedule my installation that got me pissed and i told the idiot from DTV where i can email him the confirmation email they sent me for Saturday the jerk hung up on me and i havent heard from them since I will be calling today to cancel and this garbage for good screw the NFL package. .......

    hate-DTV 8/21/10 8:01AM

  • My 1st contact was a VERY friendly young man, said he was in New Mexico. He transferred me to someone else who could help me with an access card, and he was VERY CURT. Granted, he explained to me how to find my card, but being in customer service, he DID NOT have the tone of voice for that kind of service. Very sharp and curt.

    Dottye 8/20/10 8:12PM

  • I had issues with them that I had difficulty resolving. I filed a report with BBB online. That got their attention! Dtv contacted me within 48 hrs and problem was resolved.

    nelly 8/18/10 8:48PM

  • I am with DIRECTV for 10 years. It was in 2006 they started to leasing there receivers.
    in 2008 They upgraded three of our receivers and charged $5.00 per unit. plus add tax on that. When I called them they said they no longer give out receiver and they said by getting the upgrade I added two years to my contract. I told them I don't have a contract with them. And I wanted to return these receivers they would not let me. and would charge me a fee. So in July of this year, I bought my own on ebay. called to make sure that they were owned units and that if I buy them that I would not be charge for them. The man that I talked to told me they were ok to buy and I would not be charge a lease fee.
    I went to add them to my account I had to buy a new access card for $20.00 The next nut case came on and told me I was being charge a $4.00 lease fee for what I own.
    there must be someone that controls what this company can and cannot do to there customer. Help

    Kate 50 8/18/10 7:26PM

  • Wish I had read comments B4. I have called 11 times already and have not gotten accurate info. The advertising is fraudulant, Hd for life is BS as are free upgrades of recievers. This has been the worst customer service experience I have ever been through and I have been around the block many times.

    Dr.J 8/18/10 5:58PM

  • Wow! Sounds like our experience to.!!! I was full warned about Customer Service from friends referring me. BOY WERE THEY RIGHT!...
    WE ARE NOW ...VERY HAPPY WITH THE SERVICE AND DIRECT TV BUT.....
    It actually took us 5 times with 5 different account #s and etc. Not one of the customer service agents in ANY ONE OF THE AREAS I WAS TRANSFERED TO .. could understand that all we wanted was.. 3 DVR'S.
    I talked to Alabama... Missouri...Kansas...
    Ohio.... etc.. but the funniest connection was...THE PHILLIPINES!!!! YEP.. I SAID IT THE PHILLIPENS!!! LOL.. Anyway.. my calls were droped so many times and they can not call you back so.. guess what... YEP.. START ALL OVER! IT TOOK 3 WEEKS AND NOT ONE PERSON IN ALL THAT I SPOKE TO IN CUSTOME SERVICE COULD UNDERSTAND... 3 DRVs!!! Well.. I then contacted by email Corporate and a FANTASTIC REP BY THE NAME OF AMANDA R. CAME ON THE LIKE and BAMM.... it was taken care of in like 2 minutes.
    So.. We are now very happy with Direct Tv.. but.. they would NOT want me running one of their sales rooms because I WOULD NOT HAVE IT WITH MY STAFF!!! lol
    thanks... and THANK YOU AMANDA R. IN CUSTOMER CARE!!!! R. STEELE ( i need her number again... I lost it) lolol.. by ya all..from Vegas

    naynay 8/17/10 1:47PM

  • DIRECTV - Overall service complaint. This complaint regarding DirecTV is related to their equipment and Customer / Technical Services.

    We began service approximately three years ago. Initially we were issues one HD receiver and a std receiver. This issue relates to the HD receiver and support for the same.

    Our initial HD receiver was an H20-100. After approximately 15 months of service, we began having issues (poor reception, resetting receiver, GUIDE not populating or updating consistently). Tech Support scheduled a service visit. The technician replaced our H20-100 with an H20-600. The H20-600 lasted about another 15-18
    months before experiencing almost the same exact symptoms.

    After three to four calls to Customer Service and Tech Support, we finally received a replacement receiver sent directly to us instead of via a service visit. Low and behold, we received another H20 - an H20-100. Once I realized this from reading the packing documentation, I didn't even open the box. I was absolutely lived that they would replace any receiver with one to have KNOWN issues. How could you issue a receiver (regardless of manufacturer) that has KNOWN issues. Does one truly believe this is a good move especially for a customer who has had two successive HD receivers (both model H20)?

    Another call to Customer Service and then to Tech Support. This tech rep was cooperative, understanding, and helpful or so we thought. She setup a service call for 8.7.10. She all but guaranteed our service tech would be able to provide a different model receiver than what we have had. We agreed to the service visit.

    8.7.10 - The tech asked a few basic questions, spent about five to seven minutes checking signals, reception, and checked the access card in our current H20-600 HD receiver. He showed us the burned access card in our receiver and stated this is something the field techs have been complaining about for a while - H20s, burned access cards, shoddy quality. Nothing seems to be done about it. The technician stated he had two receivers in his truck - both H20-100s. Argh! This after the Tech Support rep guaranteed the tech would have a different model HD receiver than the H20s. This same tech told us they also have other issues with the H21 HD receivers. The tech told us to call DTV, request a return shipping label for the unused replacement receiver, a credit for the replacement receiver's shipping, and to purchase a receiver on eBay or a local retailer if we wanted a specific model. We told him we didn't need a specific model unless there was one that guaranteed 1080p signal reception. The tech stated that we would have to go to HD DVR service IOT get 1080p signal. We just do not want to go through a receiver replacement and have these SAME issues every 15-18 months. We just want a receiver that WORKS.

    I waited a full week because I realized just how irritated and angry I was. Again, I phoned DTV. After just a few minutes on the phone with this TS rep, it didn't help my mood especially when I received DirecTV's scripted respond - "We don't control what equipment goes out other than a standard, HD, or HD DVR receiver." (repeated) "Sir, we do not control what receiver you receive from the distributor's warehouse." Nothing more than third party blame game. I requested a member of the Case Management staff. The TS rep ignored my request and kept explaining how they did not control their own stock of branded receivers that were provided to THEIR customers. I not so politely told the TS rep that I will be shopping my TV service and will likely switch providers unless DTV finds a way to get us a different model receiver than an H20/21.

    All we want is an HD receiver (not an H20/21) w/o these issues or other known issues. How hard can that possibly be?

    Skimmer90 8/14/10 2:28PM

  • The WORST Customer Service. I had an appointment for installation from 8-12, it is now 4:30 and I still can't get an answer when they are actually coming, I have made 5 calls to customer service and they are absolutely useless. I am locked into a contract and at some point this company will get what's coming to them. While on hold their automated announcement states "We provide the best cutomer Service" This is the biggest joke.

    Anonymous 8/14/10 1:34PM

  • These people are INSANE if they think they can do business this way. I have several issues with them, including dishonest methods of selling the product, 35-40 minute waits to speak with a supervisor, and being told that I could get out of the contract but they would charge me an early cancellation fee! They said they would let me out of the contract because of the deceptive way I GOT Direct TV in the first place, but they still want to charge me an exorbitant fee for allowing me to cancel!!! These people can't be reasoned with or you cannot get legitimate issues resolved without another HASSLE. Do not do business with this company. Look up Customer Service Scorebord on Google & you will be shocked and appalled by what you read. They are super low on the customer satisfaction scale and they are rated between TERRIBLE & DISAPPOINTING!!! I called Quest to complain to them because I had a bundle that included Direct TV. I also made a complaint to the Better Business Bureau. Maybe if we all followed through with our complaints, they would be forced to change business practices. Its worth a try! They are good at trying to make you give up because you have to wait 40 min to speak to someone higher-up.THIS IS A ROTTEN COMPANY!!! DON'T DEAL WITH THEM. THEY ARE UNETHICAL AND NOT A CUSTOMER SERVICE RELATED COMPANY. JUST TRY TO FIND A PHONE NUMBER FOR CUSTOMER SERVICE/COMPLAINTS ON THEIR WEB SITE. THEY DO NOT WANT TO HEAR WHAT YOU HAVE TO SAY CUZ THEY KNOW IT ISN'T GOING TO BE GOOD!!!

    SUSIEQ 8/13/10 5:24PM

  • DIRECT TV has good packages, but man their customer service is THE WORST of any company/store ive ever dealt with- EVER!!! I really have no idea how they get away with it!! The problem is their packages are great so I guess u just have to put up with their HORRIBLE costumer service!! Too bad!

    Anonymous 8/12/10 11:58AM

  • These people use deceitful practices to get customers to sign up for their service. I was not told the truth at sign-up time or I would not have made them my provider for "cable." I asked the sales person if my service would be affected by the weather because I'd had a bad experience with another company with lack of service during a rainstorm. I asked specifically if I would have the same problem with Direct TV and the Direct TV representative told me NO. Then when the service went out during a rainstorm, I called to complain that I was told I would not have that problem with Direct TV. After waiting on the phone FOR OVER HALF AN HOUR to speak with a representative,I was told they would cancel my account but would bill me for the early termination fee. I told them I would contact the Better Business Bureau, which I am going to do right now. This company is unethical, dishonest and gives terrible customer service. My friend told me they were the worst "cable" company and don't go with them, and I am sorry to say that I didn't listen. PLEASE! I BEG OF YOU TO TAKE MY ADVICE AND DON'T SIGN UP FOR YOUR "CABLE" WITH THIS COMPANY!!! I don't know if reporting them to the Better Business Bureau will help but it will sure make me feel better. They have a good sales pitch in the beginning of the relationship but when you get into that relationship, they treat you like DIRT!!! Trust me; its true!

    cockamamie51 8/12/10 9:46AM

  • I was a happy customer with Direct TV for 3 years until my husband passed away and I decided to cancel my subscription to save many. I was told I needed to return the receiver once I received a shipping box from Direct TV. I did within two days.
    Direct TV acknowledges that they received the DVR on June 23rd, BUT on July 27th they removed $180 from my checking account. When I called customer service they apologized and acknowledged their mistake and said they would return the money within 7 business days. On August 4th the money was NOT returned. I called again to which they again acknowledged their mistake and again said the money would be returned in 7 business days. I am so disappointed with this company. I have written over 15 different e-mails and not even received one response. BOO direct TV

    April 8/11/10 6:32PM

  • i was a happy direct t.v. customer UNTIL i had to move! I called 3 weeks ahead of time and payed a $50 service fee. i moved 07/08/10 and they came out on 07/09/10. the installer could not get a signal at my new home. so a supervisor came out on 07/10/10. he also could not get a signal. so my acct was cxl by direct t.v. because they could not provide service. i was told a rep would call me. on 07/15/10 i called them because no one called me. i was told they had no record of this. the rep finally figured it out and told me it would be taken care of. over the next few weeks i received 104 phone calls from direct t.v. reps asking i i closed my acct. early. i explained to each of the waterheads that it was them not me who cxl'd my contract. on 07/25/10 i rexcieved a bill stating i owed them $343 for early termination.i called them again and after 3 try's got a rep that spoke english who assured me it was fixed and even reimbursed the $50 fee the next day. they received my equipment back on 08/05/10 and on 08/10/10 debited my checking acct $343 dollars! i called asap and was told ot would be fixed within 24 hrs. aftwer deeling w/ these idiots i knew to call back and verify. i was told by a supervisor that i would get my money back in 6-8-weeks. her excuse being my acct's closed so they can't put money back on my card. so with this being said they can take youtr money off a closed acct with no authorization but it takes these ass holes 2 months to give it back because they make a mistake. so now i have contacted the police and my bank and filed a formal complaint for the UNAUTHORIZED debit from my acct. i will make sure no one i ever meet in my life makes the MISTAKE of become an INDIRECT T.V. customer. With the way they treat there customers they should keep doing it from another country F*CK YOU DIRECT T.V.

    Charles Wakefield 8/11/10 5:26PM

  • On 8/6/10 I called to pay my bill and get a problem straightened out from a left over problem I had with a between Direct TV and my old bundle package from Qwest that Qwest was claiming was still not resolved as well as they were still billing my Direct TV acct on the monthly bill. I severed ties with Qwest's bundle package 5/10 and was becoming frustrated with the whole communication problem. I spoke with Direct TV's rep #AQ2443 Eddie and his supervisor #AQ1029 Steve who resolved a year old Qwest/Direct TV problem in less than an hour. I paid my bill to reflect a credit on my acct & their together efforts left my with laughter and a very customer satisfied feeling of comfort that I felt blessed and fortuneate to have had my service and my year old problem in their problem resolving hands. Thank you Eddie and Steve for the time and care you showed me on what was my only off day for the week and the enthusiasm you showed in getting to the end of that year old problem. I am so glad to have dealt with the two of you that day and any day that I have to trade an earned off day for a final satisfactory resolution day. Joyce Geddes

    Anonymous 8/7/10 11:19PM

  • This is the worst company in the land for scheduling and actually showing in Charlotte, NC. Confirmed three times from Indirect TV "We promise to be there between 8am-12noon." At 11:30am a call is received stating they are "running behind on a job in front of ours and will be there between 1pm and 1:30pm." At 1:15pm, another call stating "we are almost done and should be no longer than an hour before their arrival." At 2:30pm the 'supervisor' calls and says "since the installers have already called twice to change the time, they felt it would be better if I call this time. They should be there around 3:30pm." At 3:15pm my wife (who's taken a 1/2 day off-yeah RIGHT!!! Indirect TV) calls the 'supervisor" to see if they area actually on their way and he says "well, we're not sure of the time right now, but it COULD be around 4pm." My wife ask what happens if they don't show today and the 'supervisor' said "if they don't show, I'll have to show." This company spends millions and millions of $$$ in advertising and then puts out this crappy S##t service at the beginning of a relationship? After installation is complete and only God knows when that will happen, they will be re-scheduled to pick up their equipment in the front yard after Time Warner switches them out early next week. I'm just not sure what time I will schedule Indirect TV for the "service."

    Paul in Charlotte

    paul617 8/6/10 12:30PM

  • DirecTV provided the most unprofessional, rude, and disrespectful service I have ever encountered. On the first occasion, the lady representative became offended by the number of questions I asked, quickly rushed through my consultation, and basically hung up in my face. Yet in still, I gave DirecTV another chance after this and decided to enroll. Upon my decision to cancel my service, another representative was very rude and derogatory to me and my boyfriend. I spoke with the manage concerning these matters, and the manager was very understanding but could not provide any further assistance since I had canceled my service.

    I would never recommend DirecTV to my family and friends.

    pdk 8/6/10 9:40AM

  • ordered whole house dvr on June 30th. Was rescheduled 5 times before installation Aug. 2nd. Today, 8/5, the receivers "broke down" and a tech can't come out til 8/12. This after 3 years of being a very loyal customer and sunday ticket customer. Though this year I cancelled sunday ticket, so maybe that's why I am getting such sh*tty service. I'm raving mad too!

    Raving Mad Josh
    **Tomorrow is my birthday and the 10 guys who were coming over for my big poker bash are going to laugh their arses off when they look at a blank 52"Plasma TV. Thanks Directv for making me look like an ass!

    JOsh0822 8/5/10 6:28PM

  • almost 1 hour and 11 minutes on hold, before i was connected to the correct department, technical and service, it seems like the people that first answers your phone (after 1st listening to approximately 6 minutes of promotionals) are not paying attention to what the reason for the call is. after being on hold for about 25 minutes i was connected to the billing department, for what reason i don't know and was put on hold again until i was connected to the correct department. not a good way to keep customers.
    raving mad, Ron

    Raving mad Ron 8/4/10 12:33PM

  • So we had owed them money - our bad. My husband went to our bank website and paid them in full, it is now 5 days later and they have yet to restore our service. The customer service people are rude to the point of hanging up on him. They are telling him had he called in the payment it would have been restored immediately - they do not accept electronic payments through banks. Interesting, considering the money was accepted by them and is out of my account. We have been to the point of a conference call with our bank and Direct TV (for an hour!) and are no closer to getting our service restored. They are saying 2 - 10 business days. Poor excuse for a company - when our contract is up in October I will go with TIme Warner.

    Erin 8/3/10 8:38AM

  • I have told the Direct Tv people that we never do sports, never have and never will, and do NOT put such on my bill, yet they insist on billing me for it anyway, my bill keeps going up, for what reason we do not know, and we are not notified until the bill comes out. If this continues to happen, we will have no alternative but to discontinue service.
    Jerry and Sandra Miley

    Anonymous 8/2/10 11:59AM

  • 04:10PM.Just got of the phone with a customer service supervisor (Robert). Did not get his last name because when I requested his last name he hung up the phone!!! The 8 month problem I have is audio drop out with the HR10-250. The audio will drop out for about 1/2 sec intermittently. This occurs only with live feeds and not recorded programing. The other receiver does not have the problem. Service folks said they have had the problem for two weeks and are working on the issue. I explained I had the problem for months. Robert said he would report the problem to see if other customers reported the problem. He said wait and call back later. ???I then asked for a trouble tracking number, so when I call again service could reference/track the problem. This is when Robert became very irritated and unprofessional and hung up.
    Account # 3028210

    Anonymous 8/1/10 5:01PM

  • On Monday July 19th 2010 I watched a television ad which prompted me to research the Direct TV website, I looked over the packages and then I called the number from the webpage. 1-888-777-2454
    I ordered a package which included 225 channels, free lifetime high definition, an HD-DVR recorder, an HD Receiver and 3 standard receivers, I was promised 3 premium channels, Showtime, HBO and another, for the first 3 months. I was promised that I could record and watch those recordings (DVR) on any television, in any room. All of this for a monthly bill guaranteed amount of $69.00 for the first year, on a 2 year contract.
    I set up installation for between 4:00 – 8:00 Friday July 24th 2010, My wife scheduled time off work, missed an important company dinner and waited, and waited. No phone call from them, NO Show!
    I called Direct-TV, was told it would be between 9 and 9:30, I told them if it was after 9 pm it would have to wait because I have a six year old child, they apologized and rescheduled my installation to between 8:00 am-12:00 noon the following day. (Saturday July 25th) Again, we waited, missed a boating trip, when it rolled on noon, we called again to be told that we were not scheduled until the following week Saturday July 31, 2010?
    As you can imagine I was very upset, I was told that the local company cannot install on Saturday July 25th because they didn’t have the required equipment, that tells me, they didn’t have the equipment on Friday, when I was supposed to be installed originally, I was told the equipment would have to be ordered, the earliest date was the 31st between 8:00am – 12:00 noon.
    I reluctantly agreed, on Saturday July 31, 2010 the technician arrived at my home at approximately 1:30pm, he proceeded to remove my existing working Dish Network equipment and started to install the Direct TV equipment.
    After about one and a half hours my wife came to me very upset and told me that the tech only had the HD DVR and then the standard receivers for the rest of the rooms and that for us to be able to record in each room in would cost us an additional $500.00 to $600.00 payable, up front?
    I called Direct TV and was told that the tech was right and I should check my order. They told me basically that I was lying about being able to watch and record in every room and that I ordered a system that you can only record and watch in one room. The Dish account that I was replacing Direct TV with, gave me the ability to record in two rooms, why would I order less?
    After 2 hours of phone calls and waiting on hold, I finally said enough take out your equipment and reinstate my Dish. Before I cancelled I asked the customer service rep if the tech would everything back as he found it, I was given a definite yes, but the tech had a different story. The Tech proceeded to cut the wires the Direct TV dish and removed some of the direct equipment leaving an ugly satellite mounting bracket and excess wires on my roof. Then the Tech (Jamie) proceeds to tell me that he cannot restore my Dish to working order??? I called again to Direct TV again, this time I pretended that I wanted new service and again, the Salesperson told me “yes you can watch, record and playback in every room on a standard receiver, the tech and my wife heard the salesperson on the phone promise something that the tech states is impossible, as did the original customer service rep that I cancelled with earlier in the day. I passed the phone to Jamie, the Tech, and asked him to explain. Jamie spoke to the salesperson who confirmed to Jamie that I could watch and record in every room, Jamie told him that in fact you need an HD Receiver to be able to record in every room and the salesperson stated that he was a new to Direct and had just finished a big training session about their new NFL promotion and this new DVR multi-room service package they are promoting and in his training was told different?
    Jamie agreed that indeed customers are being mislead into signing with Direct based on false information, to be fair to Jamie he called his people while I was calling Direct TV. He corroborated the fact that I was promised recording equipment in each room and supported me in asking Direct to honor the original agreement. Direct refused to offer any kind of assistance, Jamie left my house, and I ended up not having any television service at all because each DISH wire had been severed.
    Since that time, I ordered again new service, this time I recorded the conversation. I never told the sales agent any of the previous experiences; I just acted like a new customer. Again, I was told that I would get TV in 5 rooms with the ability to record and watch in all of the rooms. I made the sales agent repeat numerous times “Yes, you can watch and record in every room for a monthly bill of $69.00 with no upfront expenses”.
    Later, I called Direct TV customer support and explained again the situation; I even played the tape to Daniel a supervisor who identified himself as #100254661. He was no help at all.
    As it stands, I am disgusted by this entire ordeal, I wasted another day waiting on installation of Direct TV, I currently have no television service at my house at all, and I have a new install date of August 10th, I have ordered the same as I did previous except this time I wasn’t offered the 3 premium channels?
    I have transcribed word for word some of the recorded conversation between myself and the Direct TV sales agent, as you will read I asked twice in this section of the transcript;
    RH Lets just clarify what I want, I want 5 rooms, HD in one room is all I really need but I want the ability to watch and record in all of the rooms.
    DTV Right
    RH OK, how much is that going to cost me?
    DTV Your monthly charges for that is $69.99
    RH And that is the extra fees on top of the $39.99 for the package that I ordered?
    DTV That’s $5.00 for each room for independent viewing, so you are looking at a total of $20.00 for your rooms and then we have got your HD DVR wholehome DVR service which is $10.00 as well waived with HD cost which is minus -$10.00 for that. Plus the $39.99 for the package, so that brings it to $69.99
    RH That’s great.
    DTV And I’m going to send you an e-mail of all this so you will be able to look at it.
    RH OK, You are sure that I can watch and record in every room?
    DTV I’m sure, you got the whole home in there so you’re good.
    RH OK, great.
    Later in transcript after I gave my credit card information;
    RH So I have 1 HD DVR, 1 HD Receiver, 3 standard receivers, and I can watch and record on any room, right?
    DTV Right! With that whole home DVR function, the installer has a special way of putting up your wiring so it’s all transmitted through each receiver.
    RH And I don’t have to pay anything extra than what you have told me, the $69?
    DTV No, I added everything together, $69.99.
    RH OK, So when they come to install this it’s not going to be an issue with the installation guy?
    DTV No why should there be an issue with the installation guy?
    RH I’m just trying to be the devil’s advocate, so err….
    DTV …Oh no….laughing.
    I asked a total of 4 times “Can I watch and record in every room”, every time I was assured that I could. I confirmed the pricing numerous times, I have the complete recording of their lies, I believe that this constitutes fraud. Can you offer any help or advice?

    Rob Hart 7/31/10 10:42PM

  • Race came on and was changed to a channel we don't have, spent 10 minutes trying to get your DAMN computer to find our account. Then spent 25 minutes on hold . Explain to me why we should continue to keep your service and not change to someone else ?

    Anonymous 7/31/10 5:09PM

  • My Friend has your services but you guys trick her to get special service.
    Now, shw is stuck with high payment for few years.
    My friend is over 80 yrs old and she never record or any of those stuff in her entire life.

    This poor old lady has to pay over $130.00 every month.

    How many older person knows how to set up to record movies?

    Shame, shame on you, Direct Tv.

    Anonymous 7/29/10 4:33PM

  • i am a direct tv customer for almost a year now, i have not had to deal with any techs, since my install and that took all day, the one complaint i have is i bundled with att for internet svc, and never did get my credits that i was due from either company, long story, but they dont communicate well between the companies and my acct was neveer noted from previous calls. I was going to see what they had to offer cuz I am moving for whole house setup, but with reading these complaints I will just pay the early withdrawal penalty, i was in a 2 yr contract. I am so sick of dealing with companies that have NO customer svc skills, so will go back to cable. I had better pic quality with direct, but not worth it if what is said below is true.

    Anonymous 7/28/10 12:17PM

  • I'm so fed up with DIRECTV. This is the second time I have tried to get service with them. Both times I was told I couldn't get service because there was no line of sight. I was told by the tech that he would send someone else out for a second opinion. A week later no one has called. So I called Friday night and was told there were no notes about what the tech told me and I would receive a call tomorrow, Saturday about sending someone else out. Saturday goes by no call. Sunday comes still no call. So call back and I was told this time that everything was cancelled. I told the lady over the phone that was very slack of them not to notify me of the cancellation. I'm sitting here waiting for a call about someone to come out and check the signal again and they already cancelled everything. What really pisses me is the tech was where all maybe 5 minutes and the lady over the phone would not give me corporates number. She gave me some line about well every conversation is recorded. I asked well is there a number or website I could leave a compliment. I will never never ever recommend DIRECTV to anyone. All they do is lie and their tech are lazy SOBs.

    Anonymous 7/25/10 6:35PM

  • I paid my bill via B of A's online Billpay service and Direct TV credited it to the wrong account. Then they cut my service off today (Sunday!) and won't turn it on unless I FAX them my bank statement (which doesn't come out for weeks!) to prove they have my $. I have a confirmation # from B of A but they will only take a Bank statement. Meanwhile I have NO service, and the supervisor named "Louis" #26064 is rude & dismissive about the problem. My only option is to pay them- AGAIN! I HATE these people!

    AltadenaMOM 7/25/10 11:32AM

  • i have direct tv for 9 years now and i pay over 275 a month for service nfl nba mlb and priemium package now i just upgraded to the hdtv dvr receivers for about 1 1/2 years now in that time i done had 4 replacements spoke with customer service and supervisor they told me as they go down they will replace them with no chage because i have the servie plan. get this direct tv i dont want the new receiver i just wont my receiver to work. everytime i get a new one i lose my recordings and i dont have the time to be on the phone with directv idoit every 4 months. i will be cancelling my service when my contract is up in dec 2010 what a joke

    Robert from conn 7/25/10 8:00AM

  • It sucks it takes 4 days to get service. I have seven sets none works. Maybe I should try cable.

    Anonymous 7/24/10 7:43AM

  • We had our dish installed today what a nightmare. The stucco that was just replased was damaged. I had to vacum up the mess the tec. left. Wires are loss in my bedroom, totally unsafe for my baby. The dish was plased in front of a picture window and a nieghbors. So I called and was told they would meet me half way and only charge me $24.99, to fix the prorblem. I also need to make a claim for the pilliar. Maybe I should get Netflix instead and read more.

    Anonymous 7/23/10 4:38PM

  • Ditto to all of the complaints below. I am going through the same problems. Nothing as promised and something different from everyone you talk to. You get sucked in to their bogus promises and their bogus customer promise and then you have no where to go. You can't get past a supervisor to anyone who may have some common sense. As soon as my contract is over I am done with
    DirecTV and will never go back to them again.

    llh66 7/21/10 6:07PM

  • Worst customer service ever. They are supposed to "upgrade" my equipment to keep me with them. They've rescheduled 4 times, and if you know their scheduling its a 4 hour time frame when they might show up. One of the times they didn't even call to tell me that they couldn't make it. I called in after the time block and they had the field reps call me. Now the last 2 times I have to call in to reschedule and I complain about this issue they tell me that they did call.. they just forget to mention that it was after I called in after the scheduled time.

    mm 7/21/10 5:28AM

  • im very disapointed that you misinform me when i sign up i was inform that i would get my local chanels and then i learn that i would not get them to october im a very big football fan of alabama and with out local chanels i will miss some games i feel i was betrayed and lied to.....BILLY THARPE

    Anonymous 7/20/10 7:57PM

  • Direct TV is the worst cable company in USA. They advertise alot of good deals but when you sign up for them it is a different story. The customer service techs really do not care about the customer at all. Some of them barely speak english and do not understand there companies service.I would never use this company again. I spent 4 hours on the phone trying to get a rebate that was promised when I signed up for the service and still do not have it. Dont waste your time or your money on Direct TV!!!!!

    Anonymous 7/19/10 2:52PM

  • Directv is getting worse then ever!
    I have been a customer for over 18 yrs, think they care? They don't give a CRAP !

    I have 5 (FIVE) units in my home and an HD TOO!
    lightning hit my roof the hd went out and all they can do FOR HOURS, call after call i they have me connect disconnect reConnect and have me on phone for hours! This is call after call for 9 days Now!
    I did get a new HD receiver & it does not work, I called again and again for them to send out a customer rep to find the problem, they even gave me a EXPRESS NUMBER AND PIN I called gave pin and the JERK AT DTV SAID"let's trouble shoot" I said KISS MY A_s!
    I am 100% service connected disabled from the Marine Corp, I am limited as to what I can do and after all this CRAP from directv JERKS they have answering phones that don't give a sh_t!
    They answer calls and get a check, not a concern about us!
    I spend a lot of $$$$ with them and have for OVER 18 yrs!
    Then at first they were called PrimeTime or PrimeStar in AZ...
    This company is getting to big to care about you or I!
    18 plus years, who did we buy a house for???
    Do they care?
    HELL NO!
    I am looking for a better company that holds customers as the way to success, DTV has lost the visions they once had!
    I tell them on phone I'm limited and the rep says "THEN CALL BACK WHEN YOU CAN DO AS I ASK"
    I'm Disabled permenetly, what do they hire?
    I'm looking for better, if not in quality then at least in CUSTOMER SERVICE!
    they have not called me back now in 4 days and I was promised they would!!! Do you think they care or read anything we experience?
    He'll no!

    Rayk77 7/16/10 6:23PM

  • this service is the worst i have ever had my dadis 60 had a heart attack only been out of the hospital for a week and cant even watch tv. the sad thing is he cant get anyone out here to fix the problem so hes been trying to do it himself on a ladder try n to fix the dish makinmg sure all the cables are correct because the picture is almost like watching a dvd while it skips but worst now how sad is that a man that just had a heart attack just getting out of a hospital has to fix direct tv crap because he cant even get them out here not to mention how i have to spend time helping him and try n to stop him from doing this direct tv should be put out of business u guys are the worst co. i have ever dealt with i wouldnt even tell u guys to work on this problem i wouild just hope you would go out of business.......

    Anonymous 7/15/10 5:48PM

  • Don't know how DTV gets such or at least self proclaims high customer service. Maybe to new customers, but if you are an existing customer, forget about it. They charge you for everything, won't upgrade, promise you things then immediately say they can't do it when you take them up on the offer. Make you take time off of work to get upgrades, which they promise for free, then show up with only half of what they need to install it, and inform you it's not free. Just unbelievable. As soon as Dish irons out their DVR/TIVO lawsuit issue, I will be switching over, unless of course Dish loses the court case and turns off it's DVR service.

    Anonymous 7/14/10 2:17PM

  • Another issue...I read the previous complaints regarding unauthorized charges from checking accounts. tHEY DID THIS TO ME, AND i DIDN'T EVEN HAVE DIRECT BILLING. pLUS THE BANK OF AMERICA said they could not do anything about it....so, overdraft fees aside, I was promised twice that the money would nr refunded and it never was...Direct TV IS THE BIGGEST RIPOFF EVER...

    DJS 7/12/10 8:36AM

  • Terrible customer service, the worst I have ever seen. Had to stop service because I could not get local channels (after 9 months, found that out, thought it was me) and they knew this in the beginning. Now they are trying to charge me a disconnect fee, plus the rest of the "contract" which they cannot honor!

    djs 7/12/10 8:28AM

  • After 7 years my receiver when bad. The new reciever has a new remote that will not work with any of the three TV or two DVD in my house. It ONLY works with the DirecTV receiver. DirecTV customer service said that they will NOT replace the remote as it work with there receiver. Don't do business with DirecTV.

    Anonymous 7/12/10 8:09AM

  • Having read many of the recent negative comments about DIRECTV, I fully concur. I was an "early adopter" of the service and kept it for 10 years - then experienced the same "shabby" business practices referred to by others, including erronoeus charges as much as $800, poor service, treated worse than a new subscriber. This company needs to be put out of business. There are now much better ways of getting "multipchannel" HD and 3D service.Just do the research and fire DIRECTV as we did. And we have notmissed the hastle of dealing with this crooked bunch !

    Anonymous 7/11/10 9:09AM

  • DIRECTV is a crooked company. I have been a customer from 1998 and last month they had a offer for free HD for life for new customers. I called Directv and asked about the offer and it was stated to me that I could not have it because I was a existing customer. I then said that I was going to switch to DISH because they would give me free HD. I then was promised to have free HD and a 2 year contract. Two week later they now stated that I cannot have free HD for life but now I have a 2 year contract with this crooked company.

    Morrison Colorado 7/10/10 5:29PM

  • i have been with directv for about 8 years.i recentlt added high def.good for about 3 months.now can get nothing. after contacting a tech i was told to wait 24 hours and i should have service...this did not work. i was also told they would swap the box as something has gone wrong with this one. called back today and get a different story...i will have to keep hitting my reset several times a day until they can fix the problem. i asked if they could call me when they felt the problem was fixed and i was told no. i asked if this was going to take a long time to correct and was told they do not know...nice customer service you guys. I WOULD NOT RECOMMEND DIRECT TO ANYONE AFTER THIS

    SSKIN11@EMBARQMAIL.COM 7/8/10 8:02AM

  • Direct TV made unauthorized charges to my bank account to the tune of 646.12, causing me to have to pay 70 dollars in over draft fees and eliminating any household money for a period of 2 weeks. I have contacted my bank and the bank is in the process of reversing those charges (within the next business day). Once that happens, I will cancel my bank account, open a different bank account, and tell Direct TV to shove their boxes and illegal practices up their collective asses. Of note, I had contacted them previously to discuss my account, was told that all was fine and that I was fine until July 23rd. They scammed my account July 6 AFTER 2 conversations with their alleged customer service department. I have additionally contacted the BBB and the district attorney for both the states of Indiana and California as well as the FTC Bureau of Consumer Protection. The exhorbitant prices and piss-poor customer service are trademarks for what is an unbelievably inept and unacceptable company.

    DON'T DO BUSINESS WITH DIRECT TV.

    Anonymous 7/8/10 12:25AM

  • I am furious that after 5 years I need a service call and I am to be charged $50 because someone has to come out here and fix a problem with the satellite that belongs to Direct TV. I've never needed a service call before and I think this is ridiculous!
    I hate Comcast with a passion, but Direct TV is starting to head in the same direction. The customer service representative was not knowledgeable or understandable. I had to ask her again and again to repeat herself. I suppose it is hard to find warm bodies to fill the customer service department when the company policies are designed to screw the customer out of as much money as humanly possible. Go simple life and give up TV. Back to books folks!!!

    directvnotagoodneighbor 7/7/10 5:52PM

  • I would not recommend Direct TV after the service or lack there of we received today. I moved and Direct TV was moving my service. Two workers were in the house for about an hour then just walked out without saying they were leaving or cleaning up their mess and did not have us sign any paperwork. They also left our exterior door to the garage wide open. We have been trying to contact Direct TV to get our service completed with not much luck.

    mogarber 7/6/10 5:21PM

  • Directv customer service has changed drastically in the last few years. The new policy for direct payment with an order is abominable! My credit card was charged up-front for hardware and service and when the service was attempted they refused to install the equipment because my dish was installed on the roof by another company. The whole job was cancelled by them and I have made four phone calls and I am still waiting for a complete refund to my credit card. The people I have talked to at Directv have been polite but are not very bright. They simply tell me that I need to wait longer for them to complete the process. For some reason, they were able to cancel the equipment charge promptly but I must wait longer for their "financial people" to complete the credit for the service portion of the charge. If necessary I guess that I will have to dispute the charge with the credit card company. I intend to keep my DirectV service but I work with other companies to getany new service installed.

    Anonymous 7/5/10 3:38PM

  • direct tv took an unauthorized amount of money out of my account i would not reccomend setting up direct pay i have been on customers service for 4hrs it hasn't helped my bank faxed information showing the amount they say they didn't and i have yet to get my money back i would not use this company for my tv service i have had cable and dish network and have never had this problem i am trying to get out of the contract even if i have to pay a fee i will not do business with this company ever and will not reccomend them they took 868.00 dollars out of my account.

    Anonymous 7/3/10 10:40AM

  • Your customer service stinks. I am contacting my cable company to talk about transfering to their service which is considerably more reliable and 50 dollars a month less expensive just for television. As a bundled, internet, tv and telephone package we stand to save well over 100 dollars a month. We routinely loose signal when there is the hint of rain. The additional charge per reciever is a major rip off and the promotions you offer to new customers are an indication that your rates for existing customers are highly inflated and much too high. It is curious that you advertise that you offer better value than your competitors when your customer service is among the worst of any company I have ever dealt with. I guess keeping me and my family as customers isn't terribly important to you. Your agent did nothing to encourage me to stay with DirecTV. Even when I asked for information on bundled packages from DirecTV all he could do was send me to a web site. Thanks for nothing!!! Dissatisfy enough customers like me and word of mouth will sink your company.

    PaulR 7/3/10 8:46AM

  • Within a 2-hour period of trying to place an order/make the salesman understand what bundle I wished to order, I was disconnected twice. When it was determined that one of the services was unavailable at my address, I canceled the order. This was within perhaps an hour of placing the order. You better believe they shoved my payment through and it shows on my bank statement, but where is my refund for the cancellation? Um, I'll get it within 4 days, I am told. Or not. I will never EVER do business with this company.

    dotsicle 7/2/10 6:21PM

  • I would not recommend DirecTV to anyone. I am currently disputing my monthly bill - I was offered new services through a "contracted" sales rep. through a promotion at Sam's Club only to find out later after signing the contract that the promotions would not be honored by DirecTV. I contacted DirecTV and was told by a customer service rep. to locate the Sales Rep to get the promotion specials. I have tried for 6 months to straighten out my bill. When I attempted to cancel the contract because I am not getting what I signed up for - I was told that I would be charged an early cancellation fee of $450.00. How much sense does this make - They do not have to honor the contract for services, but if I cancel they can "hold me hostage" to the contract and charge me for early cancellation. This is a scam if I have ever seen one.

    Cougar1206 7/1/10 8:23PM

  • Just spent a half hour on the phone trying to get a clear picture of EXACTLY what my bill would be. Even though the flashy ads say FREE INSTALLATION! they charge you a $30 "handling and delivery fee". A lot of nickel and diming which is more like $10s and $20s and $50s additional once you have responded to the flyer to get set up. Just ridiculous, but I don't know why I am surprised. The usual BS. They say FREE INSTALLATION for up to four rooms, but then charge you for the equipment in each room after the first. It doesn't really matter if they "install" it if you can't use it until you buy something else from them. Why doesn't some company just come out with a higher charge and have HONEST advertising saying that is the whole cost (even showing what the taxes will be in each state). It is always an ordeal

    Anonymous 6/29/10 2:05PM

  • I've paid for the maintnance service since 2001 and they won't send someone to see about the unit

    qtrmoon 6/28/10 11:39AM

  • YOU HIT IT RIGHT ON THE HEAD!!!!! I SPENT ENDLESS HOURS ALSO ONE PHONE CALL LASTED # HOURS AND NOTHING WAS RESOLVED. RIDICULOUS SERVICE N I THOUGHT AT & T WAS BAD.

    CHITTIE 6/28/10 10:36AM

  • The worst customer service I have ever encountered.
    My rebates and discounts did not apply to account, charged me $46 more than what was promised. After I called and gone through 3 representatives, found that they didn't push the rebates through. Did not reimburse me the extra I paid because "rebates only can be activated for the next month". The next month, charged me for show time and cinemax which is suppose to be free for three months. After being directed to 5 different representatives and 2 hours on the phone still no reimbursement for cinemax. Now it has been 3 months in which they charged me $80 extra. Going to call them again for the 5th time in 3 month.

    rpgfiend 6/28/10 9:30AM

  • Directv is one of the worst cable providers I've had the opportunity to deal with...the contract stated when you sign the installation paper never mention a set amount for involuntary cancellation of services. Remember when you give them the $19.00 to install, you are giving them permission to steal from you bank account!!! Making a deal with Directv is like making a deal with the dEVIL.

    Marked Man 6/25/10 11:13AM

  • Customer Service is an oxymoron at Direct TV. I have been dealing with an issue for over TWO YEARS, have had a dozen "technicians" (ha ha) come to my house in Tahoe City, California, and only one knew what he was doing. When I called back to request he be sent to correct a problem I was told there was no way to know who he was and that the "customer service agent" did not know how to contact the support service staff in Reno, Nevada. After my last 25 minute wait to speak to a "supervisor", I was told he was on another line and would call me back within the hour - that was two weeks ago!!

    Anonymous 6/23/10 4:05PM

  • I just had the tech out to my house after 5 days of waiting for service. (I live north of Lake Pontchartrain. Tech was very professional and fixed the problem.

    I was told by a friend of mine that lives in New Orleans they get one day service.

    The tech told me that they have fewer techs working north of the lake. In other words we pay the same for the system but are treated like step children.

    rjbuilder 6/23/10 9:52AM

  • I would like to state that I find Direct TV onhe of the worst cable/sattelite vendors I have ever dealt with.
    For the 3rd year in a row, I am uncable to watch the World Cup. Why, because as usual the system does not work. I spent 2 hours on the phone with your "help" line and I am still uncable to get the HD channels I am paying for. This happens at this time every year when our corporate COO wants to watch th games. The "help" line wanted me to do their troubleshooting by asking me to swap out my receiver with another one that I know works. This is a corporate site, and I am not going to knock down a working conference room to do Direct TV work for them. The system is Junk, your support is Junk, the system in not dependable, and we are throwing $1500 a year in fees for NOTHING!

    tduncan@amerisure.com 6/23/10 4:51AM

  • HAD A FRIEND HOOKUP DIRECTV AND WHEN SHE CALLED BACK TO GET HERE FREE HD THERE TOLD HERE SHE WAS NOT QUALIFIED GO FIGURE THEN I CALLED FOR AS A EXISTING CUSTOMER AND THERE TOLD ME THE SAME THING NOT QUALIFIED THEY SAY YOU DONT HAVE A TRACK RECORD IN PAYMENT I TOLD THEM IT IS THRU A BILL PAY THUR THE MY WEBSITE AND OFFERED TO AUTOBILL THOUGH DIRECTV THEY JUST KEEP REPEATING THEMSELVES AND SAY DONT QUALIFY WHAT DO YOU NOT QUALIFY I AM PAYING MY ON TIME AND NEVER BEEN LATE WITH PAYMENT. I HAVE NOT HAD MUCH LUCK WITH CUSTOMER SERVICE REPS THERE DONT HAVE MUCH INFORMATION OTHER THAN YOU DONT QUALIFY THEY WONT HELP YOU WITH ANY PROBLEM SO WHEN MY CONTRACT IS UP I AM TURNING IN MY RENTAL BOXES AND CALLING IT QUITS. I WILL GO BACK TO MY OLD SERVICE I KNOW WHEN THERE IS A PROBLEM IT WILL BE HANDLED PROMTPLY WITH NO I CANT HELP YOU WITH THAT PROBLEM LET ME TRANSFRER YOU AND IT KEEPS GOING AND GOING THAT IS WHY CUSTOMERS GET FRUSTRATED THEY ARE PAYING FOR SERVICE THAT THEY EXPECT LIKE MANY PEOPLE WHEN THE BILL IS DUE THEY WANT THERE MONEY BUT WHEN YOU NEED THEM OH WELL............. AND THAT GET A LITTLE OLD AS I READ SO MANY COMPLAINTS THIS ONLY ADDS TO THEM. IF YOU THINK I WOULD RECOMMEND THIS SERVICE TO ANYBODY ELSE I DOUBT THE BEST IS WORD OF MOUTH AND WHEN PEOPLE ASK I TELL JUST WHAT I HAVE HAD WITH BAD EXPIENCE WITH ME AND MY FRIEND WHICH I GOT HOOKED UP WITH THE SERVICE SHE IS SO SORRY NOT WITH THE PROGRAMMING IT IS THE CUSTOMER SERVICE. YOU OTTO LOOK INTO A REFESHER CUSTOMER SERVICE PROGRAM AND ENLIGHTEN YOU STAFF ON CUSTOMER SERVICE IT IS FOR US THAT YOU ALL HAVE A JOB EXPECIALLY IN THIS ECONOMY THERE ARE SO MANY PEOPLE OUT OF WORK BE THANKFUL IT BECAUSE OF US YOU HAVE A JOB

    Anonymous 6/22/10 5:22PM

  • oh how I understand, cancel service after 4-5 weeks. Penalty charged $442.18 amount was due 6-28. Withdrew the funds from my checking account on 6-21. Cannot get anyone to address this situation properly. Told me to write a letter and fax it. This crap is insane. If anyone knows of a magic phone number to somebody that can actually be of assistance PLEASE let me know...

    slillard 6/22/10 11:41AM

  • We've had this stupid services for less then two months when we had to call for service. Got the run around and when they were able to schedule, it was 5 days later. Tech shows up and can't fix the problem because it was "wired wrong to start with" (note tech shows up at 7p.m. to start work on this issue with six recievers and was told this at 9p.m.) So had to reschedule again for an 8:15 a.m. appointment seven days later. So here we are, 13 days without the stupid thing, no one will take any responsibility for it. Looking at sending the contract to our lawyer. On the short end of it, once this is all said and done, will go back to Time Warner (god, can't believe I said that) as their service at least responds within 24 hours.
    Never ever ever have direct tv again.

    Ed 6/22/10 7:05AM

  • They didn't provide customer service so I cancelled then they redused to send me the boxes to return thier equipment I will never ever use them and they refused to allow me to return so they can charge me.

    crystaliv 6/22/10 6:13AM

  • Very dissappointed with Direct TV as I called about $100 gift card status.They said you had to be enrolled in auto pay to be eligible but did not tell me that at time of order. Called 2 times and was told that I should be getting it soon but never recieved it and was not told either time that I was not going to get it. Last person I spoke with read me the notes from conversations and there were no notes from the 2 calls I had made to Direct TV concerning this matter. Would not reccommend Direct TV to anyone now.

    shaula 6/20/10 10:30AM

  • i have had the worst experience with direct tv than any other cable company.the associates are rude!They do not try to help by explaining what you ask from them instead they try to make you feel like you did something wrong or that you are stupid.As hard as times are now everyone is struggling,your company need to have some compassion.I ask if I could pay some on my bill and pay the rest when I get paid next thursday the associate stated "NO YOU NEED TO PAY IN FULL,I see you have had a disconnection before." I asked if I could get a better rate with direct tv since I have made it through my contract with problems from day one.I was told by a rep. from direct tv that my bill would not be more than 60.00 a month to get this package.your rep. came into my place of employment to get this sale,but you and I both can see that this was a lie from the start. the only reason I stayed with direct tv the 2 years is because I WAS NOT HOME WHEN DIRECT TV INSTALLED MY CABLE AND I DID NOT KNOW THAT THERE WAS A 2 YEAR CONTRACT!THE REP. HAD SOMEONE THAT WAS AT MY HOME SIGN THE CONTRACT WITHOUT ME BEING THERE!I AM THE ONE THAT SHOULD HAVE SIGNED THE PAPER WORK NOT NO ONE ELSE.IF I WAS NOT HOME HE SHOULD HAVE CAME A OTHER TIME.SO WITH THAT BEING SAID I FINISHED THE CONTRACT MARCH 31,2010.I followed through with your company even though I was not happy.your Reps. never ask me to adjust my payment plan due to the Rep. giving me the wrong information.when I ask to speak to a manager the Rep. transfered me to another associate,I asked if he was a manager he said "no" but I can do what a mgr can do.I asked for a manager I should of been transfered to a manager.I WILL PAY MY BILL AND STOP DIRECT TV.I WILL LET AS MANY PEOPLE AS I KNOW HOW TROUBLE YOUR CUSTOMER SERVICE IS TO YOUR CUSTOMERS.ONE MORE THING I FEEL YOU SHOULD KNOW THAT YOUR ASSOCIATES ARE TELLING PEOPLE"IF YOU DO NOT GO TO DIRECT TV PRIMARY BUSINESS AND A PERSON OR BUSINESS THAT SAY THAT ARE A REP. FOR DIRECT TV THAT YOUR MAIN OFFICES CAN NOT HELP THEM WITH ANY PROBLEMS.IF A SOLICITOR CAN SELL YOUR PRODUCT THAN YOU SHOULD STAND BEHIND THE NAME AND THE PROBLEMS THAT COME WITH IT!I AM A PERSON TRYING TO MAKE IT AND PAY MY BILLS,BUT TIMES ARE HARD FOR NOT ONLY ME BUT OTHER FAMILIES TOO.

    Anonymous 6/17/10 5:55PM

  • I am extremely disappointed with the installation services provided by DirecTV when they send to my house two (2) installers that were drunk!! They don’t only create a mess in the attic of my house with wrong wiring connections (the attic in my house was inaccessible because of the wrong wiring- it was like a web!)

    During the installation the installers BROKE THE FAMILY CRYSTAL FLORAL VASE VALUED AT $350.00. The installers apologized and acknowledge the wrong doings however; DirectTV was never willing to adjudicate this case.

    I waited another week when they send another installer to correct the problems. This installer corroborated with my concerns and HE saw and verified the mess previously created by the Direct TV installer. He agreed to report these issues to his supervisor.

    When I contacted DirecTV about these issues, I was informed that those individuals were sub-contractors, therefore; I need it to deal with their hiring company. What a poor services p [provided by DirectTV - I cancelled my services

    Anonymous 6/17/10 11:07AM

  • IT'S TRUE, THEY TELL YOU THAT THEY ARE GOING TO COVER ALL THE INSTALLATION, ONCE THEY ARE IN YOUR HOUSE THEY DO CHARGE FOR WIRES AND HOLES THEY HAVE TO MAKE ON THE WALLS.

    EVERYTIME YOU CALL AND YOU ASK TO SPEAK WITH A FLOOR SUPERVISOR OR MANAGER NO ONE IS THERE. THEY GET YOU WITH THE MINIMUM 2 YEAR CONTRACT...ONCE IS OVER NEVER BACK WITH THEM.

    CC 6/15/10 3:52PM

  • I also was a dtv customer. the 21.00 fee for shipping a reciever that was never shipped. oh and is a non-refundable. this was stated only after a week passed and they couldn't sign me up as a new customer...A new company is out they call it NETFLIX Good bye !!!

    done 6/15/10 1:59PM

  • Everyone has a different answer for questions you ask,as well as not knowing the policies. And advising of services you should have been told unpon coming into the service. Do not buy direct tv for a motorhome it does not produce any reception.

    Anonymous 6/14/10 12:47PM

  • Direct TV really sucks do not get involed with them! They gave me credits to retain me as a customer, and then started raising my bill back up, upon questioning they stated they could no longer give me the same deal, and when i cancelled they took back the credits they gave me!! by charging my credit card on file without authorization. They gave me something to retain me and then took it back, after years of committement, and timely payments. This is how they will treat you. Do Not Get Suck into ther game!!

    unethical 6/14/10 12:15PM

  • Well let me tell you all about the experience I had with DirectTV. I called DirectTV on 06/12/10 about possibly purchasing service from them. We went through the whole rigamaroll of giving information and me being "approved" for one of their specials discounted plans. The person then gives me the pricing for my plan, what channels would be available, and informs me that I do not have to pay for install and set up. There is a one time fee of $21.00 for shipping and handling. I say ok. The person then asks for my credit card number. I give it to her, because at this point I was pleased with what had been discussed and was going to get their product. After giving my credit card information, the person then states at the beginning of her laundry list of information that I will be charged the $21.00 for for shipping. I was just like, ok you already told me that. Keep in mind I was assuming this charge would be levied when I said ok, sign me up. She then begins to explain the terms of service to me. She gets to the part where fees can change after one year. I ask her to stop and explain what that means. She stated that my rates could go up from $40.00 to $80.00. I didn't like that and let her know. This is where she slipped up... "Well sir, if you don't like your service you can call back after you have received your receivers and cancel at any time before they go out and hook up your service." What do you mean after I receive my receivers? I haven't ordered any. She goes on to tell me that she has already charged my card for the $21.00. This is where the conversation went down hill. I asked why she just assumed I was going to get the service, and how could she just make a charge without me giving the go ahead. "Well sir if you are not happy with the service you can call back and cancel at any time before they hook up your service." That was not the point. I explained that I had never authorized the company for the $21.00. She then starts asking what was it about the plan that had prompted my sudden hesitation. I explained the eventual price increase was not enticing and the fact that she had charged my card without authorization. She then tried to explain again, that I could cancel before they hooked up my service. I stated that I no longer wanted service, refund the $21.00, and let me be on my way. She then questioned me again about what I did not like about the plan pricing. I stated flat out "Look, I don't want the plan. Cancel the idea that I want satellite television. Refund my $21.00, and let me be." "Let me get a supervisor sir..." For what? I just wanted the refund. Another woman comes on. She starts off the same way. Keep in mind that they have practiced that initial line to sound as american as possible. I go through the same thing with the supervisor for about 30 minutes. I stated 4 or 5 times, that I did not want any service and just refund the $21.00. The woman finally relented and said "Ok, you have your refund. Good day." and hung up. I will never do business with this company.

    JAGonzalez 6/14/10 10:21AM

  • They kept billing me for pay channels after 3 month promo expired and I called to cancel. They said system didn't register my call, so I owe them for the extra months of service or else! Then they asked if I knew the date and time of my original call! Heck, I wouldve recorded it if I knew what thieves I was dealing with. Once my contract expires I will NEVER go back to DIRECT TV no matter how low their prices get.....

    FreddieB 6/11/10 4:52PM

  • Horrible service, last time they were in my house I had to make the repairs myself as their technician was too obese to fit in my attic. Wish they would acutally repair my HD, but they won't even answer my email.

    Anonymous 6/10/10 10:25PM

  • Getting a new box. Actually got through to a tech who suggested to use the remote and press Exit three times and then enter 02468 to download new software.

    He waited until the download was complete and then it STILL hung up on step 1.

    Really nice guy.

    Here is the number I used - 800-695-9251, "express" customer service.

    Good luck to all - now my request for free stuff will wait until the new box arrives so I can calculate the days without service.

    Anonymous 6/10/10 1:56PM

  • My "fix" just crapped out. Worked OK last night and this morning though the remote was very sluggish.

    Just turned on - audio, but a herky jerky still pic from some channel or another that refuses to disppear no matter what I do.

    Did the two plug again, plus the double reset again, plus taking card out etc. Now hung up AGAIN on step one.

    I did not call today to get a day rebate plus a free PPV for my anguish -- now it will be up to two of both.

    Anonymous 6/10/10 1:21PM

  • Need to know what is going on with our HDTV and its direct TV remote. Since yesterday, the remote is locked in on one channel and we cannot use the direct TV remote to change , turn off / on the TV. Repeated calls to the customer service ended up in repeating the red button pushing and trying to reset, about a dozen times. What is the problem and how do we fix it? Should we try to unplug ( we did that too) ?
    The only way we knew that the TV has no problem , when the TV remote could turn it on and off. But we just cannot reset the TV. Any suggestions? I see that many had the same problem. It has to be the 'Dish" and how they are receiving and transmitting the signals. But I hope that the 'most popular Dish on the planet' must have the most qualified engineers too to fix the problems.

    sume@comcast.net 6/9/10 7:30PM

  • Directv is screwed up. By the time you talk to a rep you are so pissed off to talk to an IDIOT!!!!

    watusi@aol.com 6/9/10 5:03PM

  • Directv has a hold on my debit account...and has since Sunday. We tried to establish new service, and when my husband called them, the salesman didn't bother to tell him that you can't use a prepaid Visa to set up an account. Somehow, and we still don't know the answer to this one, they put a $310 hold on my debit account. I cannot get a single person to release it. All it takes is a phone call to my debit card company. I have faxed and faxed all day. I have called for 3 days, and all they tell me is to just "wait it out". I don't know about you, but I don't have 8 days to sit and wait on $310. I'm so damn disappointed. I refuse to get Directv after I get a "real" (as they put it) Visa debit card.

    Windy 6/9/10 3:07PM

  • I am a directv customer now for about 5 years. I have never in my entire life 53 yrs had so many frustrating problems with a company as I have with directv.. But yesterday was the last straw.. When first you can't seem to use your tv, so you try to call directv and there is a busy signal, then when you do get through you are on hold for over 45mins, with a recorder saying thank you for your patience, what patience???? Then when you get someone and they still can't fix your problem but tell you they will send another HDDVR out to you, and all you want to do is watch TV, but every month they exspect your monthly bill to be paid, and don't even give you a percent off for something your paying for but not reciving??? This has got to be the worst run company in the USA.. I'm so ready to go to Dish TV....

    maria117 6/9/10 12:54PM

  • i was very upset, 1) thinking that equipment i had was failing. 2) how will i fix or replace the crap. 3) no info telling the nation (us) there a major problem. At a mimimum Directv should have informed on our TV's that there was a problem. i tried the double reset it still did not work, so my down time was about 8 hour. i only had one channel for a brief time. (Once i reset no channel). DIRECTV BETTER TAKE THIS SERIOUSLY or they will LOSE alot of CUSTOMER. Jeff on the Westcoast

    Anonymous 6/8/10 10:47PM

  • Customer Service Leaves Something To Be Desired!!

    Please Contact Me A.S.A.P.770-26 6/8/10 6:58PM

  • Played the reset game all morning, finally a functional unit. I can't understand how this could happen overnite. If the new software was bad why couldn't they just roll it back to the software that worked. Ever since they rolled out the new MRV service there have been issues. I have always liked DirecTV, but I am real close to changing providers.

    Anonymous 6/8/10 2:54PM

  • FINALLY fixed. Never was able to get through to tech, but both CRS were very pleasant, but the patch through to tech was dropped.

    The first time I did the double plug deal, if loaded after an hour while I was gone BUT the remote didn't work.

    The second time I did the double reset button trick and after another HOUR, it loaded and the remote works, but is SLUGGISH.

    Tomorrow, need to spend time whining to get a rebate and maybes some free stuff.

    Anonymous 6/8/10 2:29PM

  • I have tried all advices, nothing worked. I called the tech dept. The person I spoked to said they are working to get everyone's system to work on their. She said it take a couple of hours. This is it for us. We will not redo our contract with directtv.

    Anonymous 6/8/10 1:57PM

  • Since 6:15am NY time I have had absolutely no luck in trying to get thru via phone & internet using my account #,etc.,to a "HUMAN BEING" who can walk me thru a MASSIVE PROBLEM
    that seems to have struck not only the area in which I live, but the entire EASTERN COAST
    of the USA!Seems everyone woke up to the same problem of turning on their tubes and getting all frustrated because "ALL" of their Directv receivers/remotes/ETC>>>> just would not do one bloody thing! Trying yet to make a "CALL" to a customer service rep WAS JUST AS SCREWED UP AS THEIR DIRECT TV SERVICE
    and furthermore, still at 4:22PM EDST, a call
    nor a message could be sent via E-MAIL to find out what the PROBLEM IS/WAS/&/or WILL CONTINUE TO BE! AT LEAST IN MY OPINION,WE CUSTOMERS WHO ARE SUPPOSEDLY PAYING BIG #'s for this service should have T E C H Direct Support in cases like this!!! Hope I am not the only "OLD" stupid person that feels this way, being we are squeezed into this whether we like it or not! For this aggrevating problem it's gonna be "WE" the people who work our butts off who will most probably have to pay for D I R E C T V 's huge disaster today and never let us in on their boo-boo! WAAAAAAAAAAAAAAAA!!!!!!

    not2LAY8 6/8/10 1:35PM

  • tech support is in india say no to off shore cust svc.

    Anonymous 6/8/10 12:13PM

  • Customer Service is ajoke!

    Anonymous 6/8/10 11:47AM

  • I have been trying to reach a service representative for the last 1.5 hours. Repeated disconnects have left me frustrated. HELP!!!!!

    john bock 6/8/10 11:05AM

  • You guys will love this one, Direct tv says on their updated twitter account that they are aware of the problem and working on a fix. They say to unplug the unit from the wall for 15 seconds and then plug back in twice and it should fix the problem or call tech support which of course you can't get thru to because its a busy signal but the real topper and the arrogance of this company is between all the tweets of telling people how to just get service they are advertising for new customer deals, if anybody reads all the problems they are having and calls them for new service they are suckers that is if you can actually get thru

    Anonymous 6/8/10 10:42AM

  • Ok, so I must not be the only one having issues with my receiver. My guide keeps messing up and now this morning I cant get it to work. It keeps "checking the settings". I've been a loyal customer for 10 years, I think it's now time for a change!

    Anonymous 6/8/10 10:34AM

  • All my units are dead. Hit the red reset button and then the picture comes back on but it stays on the same channel did it again same thing can't change the channel with remote or manually. Of course direct tv with their customer service can't get thru for over an hour just busy signal and then when I do the automated system just cuts me off and hangs up with me. If I see one more commercial about how direct tv is so much better then Dish in customer service I'm going to scream! They are horrible! Any suggestions on if they have a fix or have an explanation for this!

    Anonymous 6/8/10 10:33AM

  • I am having the same problem except my receiver wont do anything either...the only way for me to shut it off is to unplug it...I finally got to an automated customer service and it said it was going to transfer me and then it hung up :S very frustrating!!

    Anonymous 6/8/10 9:45AM

  • UGGGHHHH! Went through the whole process, got evertything working, now not working AGAIN!!! Can't stand DIRECTV. The last straw. We will switch!!

    Frustrated 6/8/10 9:35AM

  • Dvr wouldn't work this morning on main TV. Trying to find a working number for Direct is inpossible. One was disconnected. After several tries, I got through to a recording telling me to unplug dvr twice so I hung up. It did turn on tv but couldn't change channels. Hit reset and after a wait it works. I wish I knew about all these problems before I switched from Dish who had minor problems compared to this. Now I'm stuck for two years. I'm paying $29 rate for 12 months. Does anyone know what I'll get charged for second year? Direct claimed there would be specials on charge that I can take advantage of on when first year is up.

    Anonymous 6/8/10 8:36AM

  • worst customer service experience, ever! i can imagine a sophisticated business like Directv could come up with an automated message indicating a problem has been discovered and they are working on it and by the way, try this if you're having probs with your dvr. i've been on hold for over an hour. it's a matter of principle, now.

    so, that was a wag o' my finger at directv. here's a tip o' my hat to Contacthelp.com. Great idea for a web site! thanks for giving us a forum to exchange info and to just vent.

    i'm gonna try the extra steps that some folks did to get back up and running. of course, i did some initial troubleshooting before i called customer support.

    Anonymous 6/8/10 8:26AM

  • what the hell is going on with directv? my directv is not working,no phone line.i want some type of credit for this mess up.wish i had stayed with comcast.directv sucks.

    teresa 6/8/10 7:59AM

  • Our TV is stuck on one channel since the 3D upgrade. I called customer service and was on hold 45 minutes and then the line went dead. It is so frustrating. I don't think I have ever experienced such poor customer service.

    Anonymous 6/8/10 7:45AM

  • Having the same issue - remote not working, stuck on same channel. Tried calling the 1-800 number. Get this was redirected first to a phone sex line and then to some association!!!! What the flip. Tried the 1-800 Get Sports line...however, on hold forever, so just hanging up.

    To be honest, I haven't had the issues most seem to have on this board. My biggest issue is the cost. This might be the issue that pushes me to switch. I have had this service since 1995!

    Anonymous 6/8/10 7:41AM

  • I called 1-800-531-5000 and waited 40 minutes before someone answered. When u call this number say yes to first couple of automated question then after that say operator everytime and they will finally transfer you and then you wait for someone to pick up

    Anonymous 6/8/10 7:33AM

  • Same problem here in Louisiana. Receiver not working, phone numbers to DTV not working either.

    Anonymous 6/8/10 7:19AM

  • My DVR Box is not working. No power. I have called Direct TV many times only to get a busy signal. Then I finally got in only to have questions asked, but none of them related to the DVR Box. The phone call was disconnected on their side. Called again got through and waiting at this minute, so far 31minutes /51 seconds. This is ridiculus!!!

    Anonymous 6/8/10 7:13AM

  • THIS IS THE WORST COMPANY I HAVE EVER DEALT WITH. I CURRENTLY HAVE NO TV SERVICE AT ALL. ONCE I FOUND A NUMBER TO CALL THEM, WHICH WAS NOT EASY, ALL THREE NUMBERS I FOUND ARE BUSY!!!NO TV, NO SERVICE, THIS COMPANY SUCKS BIG TIME!!!!!!! AS SOON AS I CAN CANCEL THIS CONTRACT I WILL!!!!!

    MICKI 6/8/10 7:08AM

  • Me too! My DVR wasn't responding to anything at all this morning. I tried calling them 5 or 6 times and every time they said couldn't complete the call at this time and would hang up on me. After resetting the box 3 times, the box now is finally working. But with the service problems, the fees I wasn't told about, and all the small things that have went wrong, lately I can't wait for the the 2 year contract to expire.

    Sometimes missing Comcast 6/8/10 7:06AM

  • here in Vegas ...no service box won't turn on and cant get thru to customer service...bet the bill gets here!!!

    Anonymous 6/8/10 7:04AM

  • Several people warned me that Direct TV sucked but being the person I am, I decided to give you guys a shot. Boy am I paying for that one big time. DVR box updated itself to 3d and now is stuck on one channel.It takes forever to change channels when it does work. Ordering fights is a big hassle also. Now I see that customer service is horrible too. Been trying to reach you guys since 6:05 this morning! I'm going back to Knology.

    Pharaoh from Augusta Ga.

    madefrom9 6/8/10 7:03AM

  • I called there business service and they said that all services are down and so are all the phone lines so if u r on hold u will stay there because they can't answer. They told me to just keep trying to call

    Anonymous 6/8/10 7:00AM

  • What a relief to know its not just me! I have called for the past two hours with a frozen DVR from 4 different phones and two numbers only to get "This call can't be completed" or busy signal. When I final do get through and march through the steps for the umpteenth time and think I might get transferred to a human, I get the call can't be completed thing or a busy signal.

    Anonymous 6/8/10 6:56AM

  • I waited 52 minutes on the phone only to hear the csr tell me there is a software problem. My remote channel guide is not working therefore you can't change channels. Why doesn't DirectTV post technical problems on your website and save everyone a phone call?

    Anonymous 6/8/10 6:55AM

  • Having same problem with remote not talking to box. Customer service number comes up as not working and the other number rings busy. This is bullS***

    Anonymous 6/8/10 6:53AM

  • Not sure what's going on ...having the same problem with Direct TV this morning? No power to DVR, not able to speak with anyone from Direct TV?

    Anonymous 6/8/10 6:33AM

  • since 8AM i havetried to talk to someone about my directv not working. It is now 925AM and either the automated system will not respond or no one answers the line. It keeps telling me things like "we can not identify your account number" or please hold for the next available operator" after 45 minutes of this I gave up. Sorry service. I now wish I had never gone to DirecTV. Clean up your act

    Anonymous 6/8/10 6:32AM

  • In response to "Mad as Hell" --I understand your problem. I am having this same problem. We live in Oklahoma. Direct TV has got lousy customer service. Thanks for your blog.

    nanagail 6/8/10 6:29AM

  • As most of the other comments state, this company has the worst customer service ever. I have been holding since 8:40 a.m. and it is now 9:15 a.m. just to reach a representative, and still no one has answered. Directv needs to address this problem.

    Anonymous 6/8/10 6:18AM

  • A usual screw up by Direct TV, remote wont talk to DVR cant change channels tech support wont answer phone or are swamped with other customers calling. You should be fined a large amount for this. Time to go to Comcast.

    Mad as Hell 6/8/10 6:18AM

  • I have been trying to talk to someone in tech support for over an hour, and when I attempt to describe my problem, the automated service tells me "we are unable to complete your call at this time, please call back later."

    I was directed to an operator on one call, but the service still hung up on me.

    Anonymous 6/8/10 6:14AM

  • Hey same thing happened to me. I got up to no DirecTV to any of my boxes. Only one that is working is the one in the office that doesn't have a box. Also the 1-800 number is not working also. What's going on

    gardner 6/8/10 6:11AM

  • Same thing happened with me this morning. No power to any of our DirectTV boxes and the customer service phone number isn't working. I had the operator try it and she said there was something wrong with the number.

    Anonymous 6/8/10 6:05AM

  • You must think I have all day to mess around with your computerized answering system. I think you can afford to hire live bodies to answer the phone & help your customers. This is aggravating.
    -Aggravated in Oklahoma

    Aggravated 6/8/10 5:42AM

  • I'm in with the majority of all of your comments. When I got directv, I also asked for the NFL season ticket. The next year when NFL season came around, I noticed that I was being charged for it again. I called them up and told them that I didnt want it again. They told me that since it was already started that there was nothing that can be done about it. I figured it was a "season" pagage and I would be charged, just for that season; not for every season. Then I was behind on my payments and they cut my service off. I called them to tell them that I am going to pay my past due bill and I was just letting them know this.I wasn't asking for my service to be turn on. I said I wont be able to pay the amount they are asking for. They said then they will send out the equipment to send their boxes back to them. That was 2 months ago. Since then I have been getting charged $90 each month on my previous existing bill; for rental fee. How can they call it rental fee, when I can even use it!? Please send this website to whoever you know that presently has Directv and lets boycot them for good! Dish network, Im sorry I ever dropped your service. P.S. Directv, if you want your equipment back? Then come out our own selves and get it. I'm not going to waite my time sending it back to you. Not to mention waist my gas traveling 80 miles out of my way to get to a ups store.

    sweetnessest 6/7/10 11:36AM

  • I think the cancellation policy stinks,customers do not always read carefully the papers sent to them about policy,I was not aware that when you suspend service for six months it adds on to you contract time - I have a camper and only need service from May - Oct.-Plus I purchased a new TV and I get all basic stations now with my antenna.If I can find a web site where I can express my views on Direct TV feel assured I will let people know with a new TV and old antenna your service is not needed-plus in my line of work I have contact with many people and I intend to let them know how I feel about your company.

    UPSET WITH POLICY 6/6/10 5:13PM

  • i had problems with direct tv a couple days after i got it. supposedly over 99% reception. the third day it was on it kept going off. wirhin the first month it was off for three days. fri, sat, &most of sunday. i amo now having more problems since 4 days ago. i called customer service & was told i could have someone come out for a checkup. while i was on the phone with the agent it went off about 15 times. he did try to sell me a protection plan. that obviously would raise my monthly bill. he suggested i go out to the dish on the rooftop and check it. unfortunately for me, i am permanantly disabled and have trouble walking, much less climbing on my roof. i am very disappointed in what i feel were lies told to me and do not by any way recommend this company. it is companies like this that take advantage of people who can least afford these problems that got our nation into the mess we are in. i will continue to look to find other sites to let folks know of my experiences. beware, these people cannot be trusted.

    querendon 6/4/10 4:10PM

  • I don't even know where to begin. This is by far the WORST company that I have done business with and I am 60 years old! They debited nearly $200 from my account and even though my bank statements (which I was told to fax to them shows this in black and white) 5 days later they still claimed that they NEVER received the money. I have spoken to dozens of Agents of whom NOT ONE of them have been helpful. I have been transferred to numerous departments, of which NONE of them were helpful. I contacted the Office of the President and faxed the information to them and am awaiting their response. I WILL DEFINITELY cancel my contract with them and warn everyone DO NO fall for their promotional offers because once they get you on the hook line, they are of no good to you if you have a problem.

    Regretful Customer, NY 6/3/10 1:46PM

  • DirectTV has the worst customer service ever, the company is backwards and finds loop holes to steal from you. Don not, please do not order service from them. Somehow I had a credit on my account, and then they sent me a bill! How on earth does that make sense?? HORRIBLE COMPANY. Completely rude customer service, they actually starting YELLING AT ME!

    lynn 6/3/10 1:21PM

  • Direct TV is terrible..I called May 28th 2010 because..all 5 of our boxes stopped working for whatever reason..They tell me that no one can come out until June 4th at the earliest! GO FIGURE..I pay a monthly service fee for service that I have not gotten in the 4 years that I have been a customer and then they say it will be that many days til someone can come out! So tonight I call, to have my Direct service disconnected, bc we are tired of this..and while talking to rep..GUESS what happens..she can't do my disconnect bc computer are doing an update, she tells me half way thru our conversation..So I have to call back tomorrow and do this all over again! No wonder ppl drop your service!

    Why us? 6/2/10 9:14PM

  • whether it is verizon, your local cable company or directv..customer service sucks. Yet directv has no customer service..it is literally a number you call so they can try and sell you something. They owe me money and refuse to pay me back..never had such a bad experience with any company. Very easy lawsuits from a civil attornet point of view. Get verizon..they might give you the run around but there is still a chain of commmand and a few different ways to get ahold of them

    cooper101 6/2/10 1:35PM

  • If you feel like wasting an entire day on people transferring you around and hanging up without helping you or hearing your problem, then by all means, call Directv. They are the most disgraceful company I have ever had to contact!!!!! Wish I could do nothing at work all day and take home a paycheck!!!!

    Anonymous 6/2/10 10:17AM

  • Man! I tried calling and then came on this site looking for help with the picture and delay problems of my Direct TV and have gotten zero. Reading these posts I see I'm not gonna get any help. Direct TV Customer Serivce Managers....You guys suck and need to find something else to do.

    Anonymous 6/2/10 7:14AM

  • I have had it with DIRECTV !!!! I have no service and they are telling me it is going to be 11 more days before they can send out a technician. I went out to check the dish as they requested only to find it rigged and loose. The guy who mounted it didn't even attach the LNB to the dish with screws !!! It's just on there but not attached and the dish is mounted n a pole and put over the original pole so it moves when the wind blows. You would think a technician could install a dish correctly ! I have had this issue before and they just done get it, they never fix the problem properly it is just rigged up so it will operate and then it fails again. I am going to switch providers and get away from these idiots ! I have been a customer for 14 years and you would think that would count for something, but it dosen't.

    neodana 6/1/10 7:20AM

  • DIRECTV has the WORST customer service I have ever encountered in my 48 years. I have been trying since May 21 to get a refund of an large overpayment. Since then I have spoken with at least 6 different "customer care representatives" who have all told me something different each time. Same goes for the emails that I've sent to them. None of the responses really provide any concrete information regarding my refund. As of today, I still don't have my refund. As soon as this is over, I will be so through with DIRECTV even if it means no TV at all!!! I am truly disgusted with this so-called company. Don't

    Disgusted in Indiana 5/31/10 9:23AM

  • Customer for 6 years. Needed new access card. Requested next day delivery on Wednesday May 26th 2010. Was told by agent it was not their policy to send next day delivery even after I said I would pay the shipping. I tracked the UPS number my card will be delivered on June 1st. We will not have any service for 6 to 8 days depending on the actual delivery. In addition I purchased a maintaince plan to avoid this very problem. I had bundled my cell,landline,tv and DSL and now am having difficult time cancelling everything. Once Direct TV has access to your credit card information you goose is cooked. Direct TV your customer service stinks!!!!!!.

    grams1943 5/29/10 1:42PM

  • We've been a customer for years but I must say you really shafted us when you screwed us out of VERSUS. All of the Indy 500 pre-race is on there along with the PBR and many others. I think we pay you enough each month to not get channels which we originally signed up for cancelled.

    Anonymous 5/29/10 10:11AM

  • We called to schedule a service appt. for a service issue and an upgrade on one of our televisions. The rep advised that we needed 2 separate appts. and scheduled both of them. The service appt. was scheduled for a Friday afternoon 12-4pm - I took off work and waited all day - no show. At 5 pm I called and was told that their "system" cancelled one appt. because it "saw" a duplicate ticket. I clarified that they were not duplicate, but 2 separate issues. Then I was told that the system does not allow multiple service tkts. I asked them to send someone out because I had taken off work and could not do so again - I was told no. They were willing to re-schedule but that would cancel the upgrade tkt already in the system. Bottom line, I lost a day's salary, sat around all day waiting and I am not a satisfied customer. This is the poorest customer service I have ever encountered. They chose to apply a credit to our account rather than to fulfill their obligation of providing service as scheduled. The apologetic words they utter are just that...words. There is no sincerity behind them - the reps speak from script and do not go off script. Given the fact that applying a credit is their "policy" in such a situation, I wonder just how frequently their "system" cancels appts., leaving the customer inconvenienced and aggrevated.

    Anonymous 5/29/10 4:44AM

  • I'm glad I found this page since I too was profoundly angered. I have changed my service to FIOS because I figured it's the best. Direct TV had sent me boxes and had me return the recievers, remotes, as well as the cords I returned. Well, the paperwork only listed THREE recivers be returned since one of their receivers was faulty. (I had talked to a customer service person about one of my TV's not working and she said it was the receiver). So, I had three old Hughes receivers in my garage they did not want back when I discontinued my service the first time so I told the CS person that I could try one of them, so she told me to go ahead. Well, I transferred the card to the Hughes receiver and it worked. She never told me what to do with the malfunctioning receiver so I figured they would want me to keep that too. Anyway, now as I said they only sent me the numbers of the other three receivers but all of a sudden they send me a bill for $135.00 for the receiver that was malfunctioning (which I no longer have.) I wasn't told to send it back so I guess I got rid of it. I still have two Hughes recievers I would be happy to TAKE back but then they wouldn't get their $135.00 they conned me out of. So much for being the Good guy. I should have had them bring me a new receiver and gave them back their malfunctioning one, then. The first time they told me to keep the recievers and now they want them back. What's Going ON with them anyway?

    Anonymous 5/27/10 1:18PM

  • The CEO's name is Michael White. P.O. Box 6500, Greenwood Village, CO 80155-6550. Send "Certified, Return Receipt", then you will know that your letter was received, at least.

    I'm in a holding pattern, waiting for the other shoe to drop. I bought a house that already had DTV dishes, so thought I'd try it. They came out, put "old" (non HD) boxes in 3 rooms. All was well.

    A week later, one of the boxes failed, and no amount of "resets" would work. So we were scheduled for a tech to come replace the box.

    The NEXT DAY, Customer Service kept calling (we weren't home) to "schedule our visit." We'd HAD our visit, so I ignored them. The kept calling. Finally I called back and said, "No, they were here. We're fine."

    They said, "You don't understand. Our system has been upgraded, and you need ALL new boxes!" Now...WHY couldn't they have done that THE DAY THEY WERE THERE!?! Whatever.

    So they came BACK out and put in "new" (HD--although I didn't KNOW that) boxes in all 3 rooms. The only PROBLEM with that is that ONLY *ONE* OF MY TVs IS HD-CAPABLE! They took another afternoon of my life, but again, whatever.

    Until I got the bill with $10 added for HD access. I called and said, "WHY didn't you ASK me if I wanted the HD boxes? You just said, 'Upgrade'. I only have ONE tv with HD, and that's in my daughter's room. Like she needs THAT."

    So they agreed to leave me the boxes, but take off the HD charge. I'm holding my breath to find out what my bill looks like next month.

    Meanwhile, I have a note on my desk to cancel the "free trial of Starz" on a certain date. I'm wondering if there's going to be a stink/repercussion about that.

    Waiting with bated breath...

    Anonymous 5/27/10 6:38AM

  • Thanks for messing up the 24 finale last night. Customer service at Direct TV is a joke to say the least.

    Anonymous 5/25/10 10:46AM

  • Never in my life have I ever been so disgusted with a company as I have DIRECTV. After declining my card because it's a prepaid card, DIRECTV debited my card not once but three times for the amount of 25.00. Yeah, 75.00 total. Now they're saying I have no account with them...WTH!!! How can you debit one's card 3 times with no account number??? And talking to these people is like speaking a different language.. All they know how to do is transfer you to another "person" so has no more knowledge than they had...And guess what they apparently have no "supervisors"..What kind of company is allowed to do business like this? It's been 3 hours and 30+ transfers and I'm still no closer to getting my money back...DIRECTV....You would come out better reading the newspaper...

    Anonymous 5/20/10 8:30AM

  • This company is without a doubt the biggest joke in business...they are scam artists and "sleight of hand" masters...there is nothing but frustration to be had by dealing with them...save yourself some serious trouble by NEVER EVER entertaining the thought of doing business with them! If you give them your cc info, you have just messed up, big time! Go to complaints.com if you don't believe this is a huge problem which goes unpunished because there is no one at the helm with any accountability.

    Anonymous 5/20/10 6:10AM

  • I just tried to contact directtv to get information as there is a possibility of signing on with them....their answering proceedure is such crap...I kept pushing the zero button in hopes it would connect me to a human being....no such luck so they have proven to me as stated by many of you here that they are no good...thank you for the warning and for directtv....you will not be screwing me around

    mad as hell 5/18/10 2:01PM

  • DICERCTV is most worst people work in custumer service of the company. I been keep on hold my service and I called them to cancelled before end my hold time.But they start it charge on my account again, I do not have service from them.So I invite you everyone post in court claims for thi company.

    Felix.

    Felix 5/18/10 1:08PM

  • Direct TV is worse than being mugged!
    The company used my credit card WITHOUT my authorization.
    I paid my son's account when he fell behind and they
    used my credit card to pay the bill.
    The credit card has been cancelled since the un-authorization access of my account.
    On this website I have reviewed over 174 accounts where other people have experienced the same treatment.
    This is illegal and I do not care what Direct Tv states their policy is.
    I have contacted the TV station, Radio Station and the newspaper. They are going to report this illegal transaction.
    I have also sent information to the Oprah Show.

    English 5/17/10 7:00PM

  • Directv has the worst customer service in America, maybe the world. I have been trying to get credit on my directv account for a payment made by my on-line banking dept. It has been 36 days now. I had a representive from my bank make a conference call to them and verify the payment was made to the correct account and Directv confirmed the payment went into there coffers,but does'nt show up on my account. Management is useless and nobody cares about the customer. There is no process in place to resolve a problem and nobody who can make a decision. Goodbye Directv after 15yrs. You don't deserve my business.

    Mike D 5/16/10 3:46PM

  • Direct tv is fantastic. Blackout local tv inorder to sell a subscription for a sport.
    NBC blacked out in Medford, Oregon, Don't call. We are working on it. RIGHT
    Shall consider not using them on my rentals.
    One thing to blackout a program, another to lie. LIE Am now considering legal.

    Anon 5/16/10 2:32PM

  • My name is Mark and i am an engineer with the Hyatt vinyard creek in santa rosa ca.,I have been on hold for over an hour waiting for assistance. it is now 10:00
    am on sunday morning 5-16-10, i find this very unproffesional and will be expecting a response to this email A.S.A.P. i will also be talking to management about changing service providers. my cell phone number is (707) 569-6260 and i will be timing how long it takes you to respond, and yes i am still on hold waiting for someone to answer, its been 1 hour and 15 minutes.

    Anonymous 5/16/10 10:06AM

  • I have been on a fixed income and my bill keeps going up!!!! Why can't the elderly get the smaller amts??? I wrote you last month and have not gotten an answer...I get very frustrated...we don't have much to keep us going when "homebound" most of the time!!!!
    I would like to drop the ESPN stuff and get
    NatGeo....which is much better for me!!! But
    all you can do is give better pkgs. to newer
    customers and seem to take the elderly's money and give them NOTHING!!! I cannot on good faith recommend your co. to anyone the way that I have been treated.....I would appreciated some attention to this matter...I don't need all this PAY PER VIEW as I can't afford it!!!!!!!!!!!!!! Thank you, R.E.Seeger

    reseeger 5/15/10 5:20AM

  • The coustomer service and cooperation of this company is awful.The worst I have ever seen.

    Anonymous 5/14/10 2:06PM

  • My first ever involvement with Directv was very disappointing. Their complete lack of interest in solving my problem has left me without further interest in seeking any of their services in the future. I was attempting to upgrade one of the receivers in a house with existing service. What I thought would be as simple as replacing an outdated receiver with a newer one exploded into a slew of fees and leased equipment restrictions far beyond anything I could have imagined. I do not want anything at all from Directv now.

    Anonymous 5/10/10 8:30PM

  • Since subscribing to directv I've had nothing but problems. Even the managers aren't compentent. I regret ever subscribing to this crap

    Anonymous 5/10/10 9:58AM

  • In October 2009 after more than 5 years of using your service, we developed a problem with reception of your signal. We contacted the local dealer and a serviceman came out and after investigating said we needed a new receiver. After trial and error it was discovered that the problem was with one of the wires from the outside dish to the receiver. The original receiver was fine but we had paid the initial charge and the service charge and we were not aware that this extended our "contract" for another 18 months. January 2010 I was laid off from my job and we have to cut back on our expenditures. We cancelled our service with Direct TV and then received a bill for $265.00. When we cancelled the service no one told us that this would happen. When I called customer service they indicated I could only have that credited if I continued with your service. Adding insult to injury they said they would give me a $5.00 credit on the family plan but then we received a charge for the primary receiver of $5.00. Today I tried again to see if anything could be done to eliminate this charge since we had never signed a contract extending the time frame. Sarah, Badge #100-104755, after waiting 30 minutes for her, told me nothing more could be done.

    I am retired and living on Social Security. I am writing to you to see if you can do something about cancelling my service without charging me a $265 fee.

    I will send a copy of this letter to Mr. White and all the other Executives and to the Better Business Bureau and ask my Congressman if anything can be done about companies taking advantage of the elderly by changing a contract simply by sending a printed track to their customers as an implied contract. Your the only business I know who tries to get away with this.


    Kenneth Kissinger

    Casey 5/9/10 9:41AM

  • I was a DIRECTV customer for a number of years and loved the service, switching from cable television to DIRECTV. I unfortunately had to move from my residence and within a year moved into another location with my television service suspended. On March 1st, moving into my new apartment, I was told by the management company that they I could not install any dishes on their property. I had 2 service technicians come out to hopefully find a way that maybe a portable pole/dish could be installed on my porch or some other way for me to continue my service, that I really wanted. I had no such luck and was informed by a DIRECTV representative that I would not be responsible for the $215.77 early cancelation fee, seeing this was outof my control. Well at the end of all conversations, I was informed that I would still be held responsible, one representative asked if I could possible move to another location (I just moved into this one with a year lease) or maybe have a family member or friend take over my service. I feel that the representatives were not reasonable nor willing to work with me. I was advised by another representative to write a letter to the Billing Disputes Department, which I did and on 4/15 spoke to a representative who told me that it would take 4-6 weeks to reach a verdict on my dispute. What I got in return was for DIRECTV to go into my checking account on 4/16 and withdraw the funds, without informing me that they were going to do this or the fact that a decision had been made within 24 hours after speaking to someone. I talked to a representative and asked how could this have happened and was told that the represntative that I spoke to the previous day did not have access to the screen which would have told her that the decision had already been made. I inquired then how is she answering the phone to handle calls when she is not privy to all screens. I am presently filing a complaint with the Better Business Bureau.

    frustrated 5/8/10 4:51PM

  • In case you didn't get my complaint. Directv is not servicing my house after I could not get it to work with your pkane advisor.
    I now have to wait 5 days. Quite inacceptable!
    As a long stading customer I want service within 24 hours not 5 days.

    Peter Metivier 5/6/10 7:58PM

  • my move was completely jacked up with the exception of the techs who came to install my equipment. but as for the customer service department it was useless. and one of the supervisor's didn't even want to help me get in contact with the moving department. he didn't give me a phone number he gave me a fax number and asked me to fax my cerdit card infomation to them. with this experience and if direct tv doesn't get there act together i will change back to cable. also the phone call asking about my set up it would help if the guy calling me could understand what i'm saying. not "okay thank you call again".

    Anonymous 5/6/10 11:24AM

  • I have been with them for 3 months. So far, they have bold-faced lied to me about on-demand service (can't get it) and are charging me for an additional receiver ($209) after promising me I would get it for free when I ordered it. When you try to rectify situations, they stonewall and tell you there is nothing they or anyone else can do. I will be dropping the service and they can work to get the cancellation fee. Good luck!

    Anonymous 5/4/10 7:49PM

  • I have just spent noon to four waiting for a Direct TV representative. No one called no one showed. When I called a perky young lady informed me that I did not have an "official appointment." The company had called me; because one of their checks had indicated that I was not getting full service; they then offered a free service call. That was the message on my answering machine, along with a number to call. I called. An agent set me up with the appointment for today. How was I to know it was not an "official appointment?" Luckily, I believe that Time Warner is offering a nice bundle price now.

    Martha Adcock 5/4/10 2:32PM

  • Let's get something straight about Directv Customer service. They do not even have a customer service department! When I ordered Directv I was told that there would be no charge for a movers connection. Well I guess the $50 admin fee they charge and forget to tell you about when ordering must be going towards the company christmas party and is not a real charge. Talking to them about it will get you a "I'm sorry sir but yes there is a $50 admin charge and we have no control over the sales people. Kind of like paying for that undercoating on your new car thay they forgot to tell you about. I would never recommend Directv to anyone.

    Anonymous 5/4/10 11:48AM

  • I have never had more run around and lack of customer care coordination that I have had with Direct TV. I have been a "loyal customer" (or at least that's how they answer the phone) for several years now and have never missed a payment and still they are attempting to extort a payment out of me that I have already made and for which my bank has faxed proof of payment. It would not take a genius to review my payment history and realize that there has been an error here, but there is no coordination that would allow that to happen. I will sadly be cancelling my account because of this and I don't see why no one at Direct TV finds this loss of business important enough to contact me. Never again.

    Anonymous 5/4/10 10:16AM

  • My husband and I have been through the Twilight Zone with this company today. Our service has been out for 5 days. Each time we've called they haven't been able to fix our connection because of weather fronts. We were told to call back Tuesday of next week ( after the front had passed, according to their CSR). The front had passed by Monday. We called and asked when we might expect service and were told they would have a man out in three hours. No one showed up so we called back. They said they had no record of our call from earlier today and that no one could be out that soon and that they could schedule someone for Thurs. At that point, I told them to disconnect the service. Of course they threatened me with all the standard threats. I essentially told them to do what they had to do but to get their service out. I will be closing my checking account tomorrow. I think its a sad state of affairs when consumers have to close long standing checking accounts for fear of a company illegally, without prior authorization, removing funds. How does that happen????

    Anonymous 5/3/10 6:14PM

  • I just had service installed for 4 rooms on Friday, April 30. As of right now, only 1 works. I filled out the online customer service form, explaining my problem, and the email I recieved suggested that I pay them for technical support. I am VERY SORRY I switched from cable. I have the definite impression that my time with them is going to be a headache.

    Anonymous 5/3/10 7:40AM

  • I had my first DVR box for a year and it suddenly quit working. I was told a new box would be sent and that there was normally a charge for the box but that would be waived and I only had to pay for shipping. I agreed and the new box arrived. Almost immediately I noticed that sometimes during playback the screen would go black. I would still have audio but no picture. These were not programs recorded during bad weather. I lived with it for a few months then finally hit my limit and called. I was told I would have to reboot the software on the DVR thus losing all my recordings (I had 20-30 movies I had recorded during TCM's 30 days of Oscars). I was angry but finally agreed. Of course the problem reaccured during the next week so I called again. I was promised another box. When this box arrived immediately I noticed FOUR separate problems with it. I called and was told I would have to do another reboot. Since I had only had the box a week I only had about 12% of my memory full. I told the rep that they had sent me a defective piece of equipment and that I didn't want to do this step but I wanted a new box and not a refurbished one like the last two had been. I was transfered and transfered until I had argued with four separate reps and each one apologized and offered sympathy but no one actually helped. Finally I did the reboot losing my saved programming again. As I thought the problems reappeared and I had to call back again. I was given to a "special case manager" who insisted that a service call had to be done to verify that the problems were not due to my instillation despite the fact that I had the first box a year without problems and that the problems with the second and the third boxes weren't the same. I told the case manager that because I had the box for about two weeks now I had about 60% of my memory full and I was going to lose all that programming but if they had just replaced the defective box when I first called I would have only lost the 12% or so I had when I had called. I told the case manager that I wanted a NEW box and not a refurbished one like the last two. He told me he had no way of communicating that to the service rep. I think that is crap. With phones, computers and cell phones there should be some way to communicate special instructions from customer service to the service reps. He told me that new customers get new boxes but after that only refurbished boxes are sent out. The service rep was very nice and after I explained my problems he made a special effort to find the "better" of the refurbished boxes that he carried on his truck. He even gave me his own cell phone and told me that if I had problems with this box in the next 10 days he would make an effort to get a NEW box and bring it to me. Of course in the switch I lost all my programming which included 9 1/2 baseball games. I have had my FOURTH box for about two and a half weeks now and it malfunctioned today. I called and luckily for me a restart fixed the problem I'm disgusted with Directv. I didn't even mention how angry I am when I call Directv. Their phone system is horrible. You are asked to veryify your phone number by the automated system and when you are finally connected to a human being the first thing you are asked is you name and phone number. The automated system is hard to get through. I mention this everytime I call and once I was told to press "9" or "0" when the menu is being read. I told the rep that is what I do and I still have trouble getting through to a human being. I was pretty happy with Directv for the first year I had it but after dealing with customer reps and trying to get a working DVR I am no longer the happy customer I once was. I am chronically ill and spend a lot of my time resting and watching prerecorded television. I have lost movies that won't be repeated for a year (or more) and baseball games that will never be repeated. My contract ends in August I'm wondering about Dish Network!

    Denise 5/2/10 7:59PM

  • I can only parrot what so many others have said. THE WORST customer service and service we've ever had. I wish I had researched a little more thoroughly before ordering them. The CSR's are rude and totally unhelpful. Seems as thought we have the "...searchingfor satellite" message as often as not. When it goes out, we are guaranteed to be without service for 4 or 5 days.

    We got turned over to some special department for "instances such as ours". They tried to imply the instances were the frequent outages, but I suspect it's because my husband and I have become so unpleasant in our dealings with them. I'll be dumping them. They just do things that are not real kosher.

    I'm very much afraid we are going to have to be contacting someone to intercede on our behalf in our dealings with them.

    Anonymous 5/2/10 3:10PM

  • Direct TV came for a service call and the tech stated that the problem was clearly not our fault, but, in fact, the fault of a previous tech that was sent out for a neighbor. Regardless, Direct TV still billed us $120. After three or four phone calls, they still refuse to remove the charge. The last rep stated "I'm sorry that the problem was not your fault, but you still have to pay the service charge." When I called prior to the service call, they told me that the tech would determine if we were to be charged or not. Now they say that the tech should not have told us that it was not our fault and we would not have to pay. Wasn't HE the one that was there and saw the problem? It sure was not the lady behind the desk. We asked that they please talk to the tech and they said they are not able to do that. PLEASE! We have been long time customers of Direct TV at another business we own and was getting ready to add Direct TV at our home,. NOT NOW!! Obviously, it's worth it to them to lose three accounts for $120 that we don't owe to begin with.

    Brenda 5/2/10 11:30AM

  • I was very suprised with the unprofessional tactics and crooked ways of this company. I was promised and given a $100 gift card for auto paying of my account. unfortunately,the card never worked --deducting monies from the balance of the card, but being denied by the merchant==complete run around.NO ONE in this whole company could help with this problem. different people would give different reasons, but no corrective measures.IT WAS A SCAM
    the bill amount fluctuates monthly--different amounts monthly deducted out of my account..BUYER BEWARE

    RD 4/30/10 3:36AM

  • The biggest mistake I ever made was calling these people. They charged my account 10 times. My checking account is 0. My savings account has 26.00 in it..and I can not get a single person to help me. I have been on the phone for over 2 hours. The last one told me I have to call my bank. Bank will not do anything until everything post. What are my and my kids supposed to do for money NOW! It's is just not right!!All I can do is cry.

    salphord 4/28/10 4:52PM

  • I have a phone number that anyone could remember, they got it wrong not even close. The installer was supposed to be there between 8:00 & 12:00. He got there at 6:00 PM. It worked for about a week. They sent another installer and he said the first installer didnt know what he was doing and basocally messed everything up. He had to drop the line down into the closet and route it all around the room to another wall.(now you can't shut the closet door. The line was about 10feet to long and I hid that behind a bookcase.

    lindalkmoore 4/28/10 8:26AM

  • DTV was very quick to install but their customer service and responsiveness is terrible. Their signal goes out frequently, and it takes forever to reach anyone to solve issues. Their automated response does not come close to addressing any one of the issues I have had but made me wade through tons of menus and waste of time.

    MK 4/26/10 4:25PM

  • As soon as possible I am getting rid of Direct TV What a run around I have been getting from them for the last 4 weeks. My non Hd dvr keeps recording things that I don't record. I record one 2 hour program and it goes on to record everything on that channel up to 14 hours of recording time. They tell me they are working on it and can't send me a new dvr because it will have the same problem. I can't stand it what a disappointment. I will let everyone that I know to go to comcast.

    Anonymous 4/26/10 3:03PM

  • This company have the WORST customer service ever!! I tried to subscribe with them, but their customer service does not seem like they want my business, so I cancelled it right away!

    Anonymous 4/26/10 10:43AM

  • THATS RIGHT DIRECTV ARE SNEAKY LIARS, TADAY I CALLED 4/26/2010-MY INSTALLATION DATE APRIL 10/2010-WHEN I CALLED ON APRIL 21/2010 WITHIN THE 14 DAYS FOR THE HD DVR HD RECEIVE THEY HAVE REFUSED TO GIVE ME THE NEW RECEIVER. NOW PAY MORE FOR LESS.GETTING TREATED LIKE I'M STUPID.

    MICHAEL 4/26/10 6:44AM

  • It is unbelievable how a large company with name recognition does such a shaby business. The first 6 months there were mistakes all over the bill. I had to get the qwest (that boundle direct tv in thiere services) 8-10 times involved to have them to reverse errors. The worst point was that when I tried to cancle it they rep, just like a croock played any game to stop me (more than 30 minutes). I gave up and called back again and another 10 minutes. The last guy tried to put request for 4 days before the end of contract (people in Qwest told me to make sure that you do not request cancelation of contract even 1 day before end of the contract) to charge me for $200 for britch of contract.

    FYI, every year DirectTV takes 3-4000 of owener of the companies that market/install services to Dallas (or Orlando) fully paid (air, hotel, food and gift). Ofcourse subscribers pay for these trips expences.

    Stay away from DirectV.

    Mani

    Anonymous 4/24/10 2:01PM

  • Wow..!!!! I'm not complaining about having to wait the entire four hour window your given for the technician to show up. But, after the technician showed up, all Hell broke loose..! Five hours later, three technicians, and my home phone not in service is a little ridiculous..! I have exposed wires down the side of my yard. My side gate will not close due to the wires not being buried at all. Boxes from the material that was brought out to my house was left laying in my yard. The third technician had to dig up the wires the first technician ran because he could not get the right signal. The reckless crew was in a hurry and done a horrible job. At the end of the day and two hours of missed work, the HD DVR receiver completely stopped working and the driver had just pulled away from my house..!! After being put on hold three times in a row the customer service representative told me it was my fault the home phone does not work and tried to upsell me on a bigger package...!! I wish I could post pictures to give you the real store. Just be careful....FYI

    Be Careful 4/22/10 6:48PM

  • Directv was a good company back in the day. What your seeing today is the after math or a company shift. The company is so concerned with churn"customers leaving" it has lost its mind. The problems started when then started treating their employees like they were expendable, so the representatives responded in kind and stoped helping people. The mentality set in if I'm getting treated like I'm expendable then so are the customers.

    Anonymous 4/22/10 12:09PM

  • sneaky,liars,customer service worst I've ever dealt with.Don't believe you can't cancel service if you have just hooked up. Another lie to get you passed the day you can cancel (local state laws) and not be bound to a 24 month contract.

    Anonymous 4/22/10 8:19AM

  • Be warned: if you take advantage of free promotions like the NFL package, when you call to cancel at the end of the free promotion, they call that a change in your package and move you the (higher) rate that is currently in effect. I have also had horrendous problems getting refunds on incorrectly levied penalty charges, even after getting written acknowledgement that the charges were in error--they admitted the error, and said the charges would be refunded. but they never do it. Their tech people and installers are great--the business people don't care.

    zebra 4/21/10 9:04PM

  • Will not ever do business with directv the customer service is horrible and money was taken out of my account without authorization and will not be refunded after i was told that i would be.

    Anonymous 4/20/10 4:38PM

  • My original recvr. finally quit. So I called and ordered a replacement unit.
    What a piece of junk arrived along with a $21 dollar shipping bill!
    The new remote will not program to interact with the TV. Called Cust. Support and got transfered around the company. Finaly arrived at "Todd", located in Utah. He said the remote is not a Direct TV product so its not "garunteed".
    When I ask to speak to a supervisor he stated he was acting as a supervisor! He would not take my complaint about the "refurbished" receiver and the B/O remote. So I ended the phone call, and my new/old recvr. still takes two remotes to work. I have three of these substandard recvr's.
    Does any one know where to get the old units repaired?

    Ron H 4/19/10 10:03PM

  • I'm tired of being hanged up on by "customer service". I've MOved on and am saving 60$ a months Keep your great service"

    green bee 4/19/10 11:11AM

  • my bill was different every month and i ended up paying over $600 in 7 months for cable that was only supposed to be $39.99 per month. When i attempted to contact customer service i was huyng up on during several occasions. Dont bother with direct tv and dont get locked into there 2 year contract.

    Anonymous 4/17/10 4:41PM

  • So sick and tired of Direct TV Customer Service. I have been a customer for close to 10 years. They used to have excellent service but then in the 3 years it has gone downhill. I have been transfered to 6 different people then made promises of new billing monthly billing amounts which never seem to make it into their computer system. I take notes, get names and employee id numbers. I have been apologized to for what they call "my" misunderstanding. I have been in customer service for 25 years. I do not misunderstand what they promise me. Now, lately they have resorted to hanging up when I ask to speak to asupervisor in the resilution department.

    I will continue to short pay my bill to the amount promised to me by Rowan Employee ID Number 100986. To Helen and Rashad...Hanging up on me says much about your lack of skills.

    Anonymous 4/17/10 7:26AM

  • Rude and condescending. Every problem starts with a reset. If that doesn't work we have to reformat the hard drive & lose everything that has been recorded. Who ever has a blank DVR except when it is new or craps out?

    Apparently I am an idiot and have not read the MLB blackout rules. I have read them. I learn so much more from following the online forums that I ever do talking to DirecTV. I only call them to log my problem. It is quite painful

    Portercat 4/14/10 2:14PM

  • I cannot begin to tell you the frustration I have gone through because of this company. If illegally holding your money hostage is considered a good business practice, they they are certainly doing their job. They went into my account to place a hold after I had told a representative and his supervisor "NO!" Then when it threw my bank account into overdraft, it has been a nightmre trying to get my money released and refunded. I've always thought going into someone's account without permission was a criminal activity.

    Anonymous 4/14/10 6:11AM

  • I have been a customer for over 10 years I had said no one would ever get me to drop directv. But now the last 3 months i have seen the bad side of directv and i have poor service and they have still not corrected the issue, but to leave them you have to pay a cancellation fee.

    Anonymous 4/11/10 10:10AM

  • It is april 10 and here we go again! We can send freakin people to the moon but I cant get a tech out here to align my dish, what the @#$%! When i was in the military, if we used satellite to shoot down an enemy and it didnt work, people would die, and direct tv cant align a dish???? Im over it, im over it, im over it! DIRECT TV. YOUR FIRED!!!!!

    Anonymous 4/10/10 4:43PM

  • This company is a rip-off. I called to cancel service after being a loyal customer for 2 plus years due to an income adjustment. The customer svc rep. stated that my svc would be disconnected on a particular date (done) and gave me the amount of my final charges. I mailed the final amount and a day or so later i contact my credit card company and find out that an unauthorized charge was made to my account from DTV in the amount of $180.00. DTV charged my cc for an early termination fee of $120 plus the final charges $60. What early termination fee??? I've been a customer for almost 3 years and this fee was never mentioned during my cancellation call. DTV says because I bundled AT&T and DTV a few months ago, my agreement started over. New agreement??? This was never mentioned by the AT&T rep that bundled the svcs. So now DTV has wrongly $60, the final charges I mailed. DTV said I would receive a refund of the mailed charges in approx. 8 weeks (done) but its not the full amount. The refund is $15 short. No explanation of why my over payment is short. Just says "adjustment". Why ??? This is bogus and never, ever will i deal with this company who has customer svc reps who fail to give upfront information, but have no problem taking inappropriate fees by over billing or whatever means they can use to get your money. When i call to complain, DTV's rude reps. tell me to send an email. No one in the customer svc dept. can issue credits or refunds. They might as well outsource because you get the same "unskilled reps".

    Anonmous 4/9/10 10:10PM

  • Direct Tv is a rip off they take your money and dont give you service.They changed THEIR channels, our tv stopped coming in and in order to get it fixed we need to pay for THEIR mistake

    Anonymous 4/9/10 1:06PM

  • directv is the worst company i have ever seen. they make no sense and want you to dish out money for every little thing. i pay $100 for basic tv. i get no channels and the service goes out all the time. i had to pay a cancellation fee because I MOVED and they didnt offer it in my location. directv sucks!!

    Anonymous 4/9/10 8:45AM

  • SCAMMERS! FRAUDS! THIS COMPANY IS DISGUSTING WITH THEIR BLATANT DISRESPECT FOR THEIR CUSTOMERS!!!!

    They told me my service visit would be covered under my service plan, came, and then "decided" to charge me 50 bucks for the visit.

    Apparently it is at the discretion of the tech. dept. of who they charge, and although the tech was at my home for MAYBE 10 minutes, they charged me 50 dollars. When I called to complain, they tried to offer me three months free of the Smithsonian channel... Really?

    They should be ashamed of themselves.

    isacia 4/8/10 9:17PM

  • a few years ago my mom signed up with direct tv. the 1st yr was H-E-L-L! every single day the cable would go out and it wasn't the electricity or the cable box or the cable hookup. we would be watching tv and then we get the error message. it was all the time and it would last for a long time. we did the whole "unplug the unit and wait 30 seconds" and half the time it didn't work. because a few minutes later it would do the same thing. we would call c/service and they always said the same thing..."unplug and wait". we kept telling them we did and sometimes we did it again while on the phone. but they always trsfered us. finally after a while we were given new cards to put in the box. it would mess up still but not as much. then it just stopped messing up. i will NEVER go back to direct tv. it was very frustrating. c/service was not helpful till the one person decided to give us new cards-he was the only one that came up with that conclusion after so many frustrating months of unplug and wait advice and being transfered around!

    never again! 4/8/10 5:44PM


  • Hello there, I recently signed up for Directv services for an affordable amount of $41.99 after rebate of $24.99 and $5.00. Afterwards I phoned in to add AAA discount but the rep had informed me she would have to redo order by canceling it. I explained funds were not available until the following day. She then stated she will note the account so that when I call the next morning they would know exactly what to do.
    However, when I phoned in to add AAA discount, I explained to the different rep Mary (user id) QUAMGREEN that she had to read the notes which read that she would have to redo my previous order with 200+ channels and give me the same rate minus AAA discount. Instead the rate was the same with AAA discount plus she added shipping and handling fee which was previously waived. I told her she ruined my order and she argued with me and put me on hold. She continued to do that and so I asked her to just cancel everything.
    Email reference #100328-002518
    Instead she argued with me again and put me on hold, then argued with me more and gladly agreed to cancel my order. At that point I was upset and I disconnected.
    I phoned in again to speak with a supervisor but was put on hold for 15 min by badge #100314130 however I understood the waiting process.Finally when I phoned customer service, the rep there wrote in a complaint on my behalf and advised me to send a formal complaint by mail explaining to you the frustration I had to go through due to Mary's lack of customer service skills. In addition, when Mary responded with "yes ma'am" her tone of voice was clearly sarcastic and unfriendly. Mary also interrupted me many times, speaking louder refusing to hear my matter.
    On the other hand, I had Directv under my husband's name, Mike before for many years. Our account was left in good standing, and we were satisfied with customer service. Unfortunately my experience with Mary's performance disgusts me and so I hope nobody will have to go through that by her again.



    scuderi 4/8/10 5:12PM

  • I was told I could get the Showtime promotion. I said ok. Then I get my bill. This company charged me for the day I said ok until the promotion started. I was not told I had to pay until the day the promotion started. This was unethical, unprofessional, and mispresentation. I intend to file complaints with all kinds of organization and see if a lawsuit is possible. This organization has ethical problems

    Anonymous 4/8/10 2:20PM

  • Because my hausband and his father have the same name (one is Sr and one is Jr) Directv's risk management decided that we are responsible for his father's disconnected bill and charged our account $211. and change. When I called I was told by the CSR that I needed to collect the money from my father inlaw or deal with the collection agency. This debt that his father has is close to six years old. They pulled his father's debt from a collection agency just to slap it on our account. Is that legal? Because it is too much of a risk they will not remove the charge until it is paid by us. Once my contract is up I will never use Directv again, I might even feel froggy enough to pay the early termination fee. Luckily a friend who has had previous bad experiences warned us to use a prepaid debit card/money orders to pay for the bills. I am glad we did. The CSR was polite and knowledgable to begin with. He put me on hold and came back online and all of a sudden he was unable to help me. Could not transfer me anywhere could not give me any information. Became hateful and implied that we trying to rip off his company. I am not saying the bill isn't real but it isn't mine. I will be contacting the State Attorney's Offices of Colorado and California and where ever else I have to.

    directvigilante 4/8/10 6:52AM

  • I'm calling the BBB in the morning to report false info giving by my installer and his admitted failure cause he forgot to tell us about registering for rebates--then he installed our system 6 days before the DIRECTV letter/rebate signup/agree and review before installing even gets to us!!!!!HE FORGOT? Now he says our bill is locked in $30 per month higher and there is nothing he can do?? SCAM? DIRECTV Customer Service says it's our installers fault-go ahead and pay-don't worry about it> signed standaug@yahoo.com in Swainsboro, Ga.

    Stan 4/7/10 5:11PM

  • WE WERE SCAMMED BY DIRECT TV. THEY HAD A PROMO ABOUT $200 GIFT CARD BY SUBSCRIBING DIRECT TV AND USED OUR AMEX CREDIT CARD AND WE WILL GET THE $200 GIFT CARD. THE PROMO OFFERED CHANNELS WERE NO GOOD. NOW BOTH COMPANIES ARE POINTING EACH OTHER WHO WILL GIVE THE GIFT CARD. WE TRY TO CANCELLED OUR SUBSCRIPTION BUT NOW WE ARE THE ONE NEED TO PAY THEM FOR THE SO CALLED PRO RATED EARLY TERMINATION AMOUNTING $300+ SOME. THIS IS ABRUPT AND WILL NOT DO ANY BUSINESS ANYMORE WITH DIRECT TV.

    Anonymous 4/7/10 8:14AM

  • I can't believe it is going to cost me ANOTHER $49 for Direct TV to fix the problem with my 5 tv/receivers. I may not have a choice now but I will when my commitment is up. It may be worth it to go back to cable NOW. How can I get this problem resolved?

    edearls@aol.com 4/5/10 1:38PM

  • I decided to get direct in Parlin new jersey Raritan valley in 2008. I found out they have outside contractors performing installations. I order two cable boxes one DVR and one basic box upon installation date technicians advised me that their work order did not include a DVR box and that they would be able to get me one for $200.00 and I would not have to worry about paying DIRECTV. A few weeks after I received a bill with the $200.00 charge for the DVR box. Even after explaining the situation to DIRECTV I was still obligated to pay the bill.
    I experienced several outages even after arguing that the dish should be placed on the outside of my house for easier access the outside contractors tried to charge me an additional $100.00 to move the dish to which I rejected. Several technicians were called to the house to secure the dish. plenty adjustments were made by at least 20 technicians after many appointments, some said the roof was too icy and they could not get to the dish.
    Please don't let this happen to you . I recently switched my service provider and was counter offered the amount lost by DIRECTV by representative but decided to cancel services because it was too little too late. But it seems there is deception with all service providers. If you don't call to make a big stink about your charges they will continue reaching into your pockets without notification. whether it by email or mail delivery. I never dealt with dish network or Comcast and I'm not even making any attempts to do so I had enough.
    The following company's mentioned in dispute
    1.DIRECTV
    2.Optimum line .

    Anonymous 4/4/10 5:08PM

  • We have had the worst service that a person can get.We had Direct T V 1 time before and got rid of it for the same old service that was about 6 yrs ago.They have sent a new box and still having trouble like i have told them to many times it is in the cable.It is the same cable we had 6 yrs ago.Now they tell me it will be a week before i can get someone out very bad service.I think they need to make a big ajustment on my bill because it is out more than in just check your records,Getting mighty fed up.

    oldhag541 4/4/10 3:33PM

  • dtv customer service sucks big time if i worked for a company that treated customers like this i would walk out !!!!! i have been charged for pay per view movies 3 times now that i never ordered and even did what they suggested to me to prevent it and still was charged again. I was told to write a letter to someone in texas why waste my time doing that for there mistakes ??? like i would get a response anyway . ive been with them for 14 years and have been treated like crap for the last time. told them they have 24 hrs. to contact me and resolve problem or dish network here i come. but im sure they will not respond. im just 1 person in there sea of customers. well guess what keep treating us like this and soon you will be looking for jobs instead of customers.

    Anonymous 4/2/10 4:09PM

  • Direct TV is the worst customer service oriented business. I have ever had the DISPLEASURE I of working with. They do not honor their end of an agreement, lie about rebates, and refuse to assist one in resolving cusomer service issues. They told me I would recieve my rebate information with my first bill. 3 months later I have never recieved a bill from them, so they are trying to charge me full price until May and telling me" Oh it's okay,because that rebate price is good for a full year." I will not do business with them for a full year.They also add$ 5.99 per month for the protection plan without appvoal even during the 90 warrantly they provide. Their are usually no supervisors available, although I did reach one who was just as lacking in cutomer service skills as the rest of the personnel.

    I am launching my own personal debate with them and will join the boycotts available.

    For those of you who cannot get in touch with somebody to address your issues I suggest a cretified letter to the president of Direct TV@ Direct TV Inc.
    President ( they don't give his name) PO Box 6550
    Greenwood Village, CO 80155-6550.

    I have also encouraged them to take me to arbitration. Keep good documentation of your disputes.

    BAILEY616 4/1/10 4:29PM

  • hd as been added to my bill starting 3/10 i did not add it. i do not want it. i have asked for it to be removed and i am being told it can not be removed. we brought our own box from best buy and your company is telling us they are going to come and switch the box we brought from best buy. i am not happy with your companys service i would like this resolved fairly if not i will be terminating your service and i will be taking this issue as far up the company ladder as i can till i feel i have been taking care of fairly. i would like a response to this email please. so far i have been on the phone for 46 minutes and have not had this issue resolved nor have i been able to talk to a supervisor and now i'm being told that they pressed the wrong button and now i have to go back to the end of the line to wait to talk to a supervisor

    Anonymous 3/29/10 1:53PM

  • Called 1-800-531-5000 this morning to report no service since yesterday morning 3/25. Was told by rep. that no one available to come out until this weekend, so asked to speak to a Supervisor. "Thomas" (would not give last name and told me policy was not to give it out) got on the phone and was NOT helpful at all. He proceeded to tell me that there wasn't anything they could do and that it usually takes 7-10 days to get someone to come out. I told him that was unacceptable and he told me that "he didn't think that was unreasonable." Since I really don't care what he thinks, this was an inappropriate response. I also told him that we've been a loyal DirecTV customer since 2003, but based on this response, I would probably be looking for another service carrier, to which he responded ......"You do what you have to do." He also mumbled throughout the conversation, so I had to ask him to repeat himself several times. When I asked to speak with someone above him, he told me that Managers were only available for "administrative issues" and not available to customers. Overall, this was a very poor customer service experience, and I am very disappointed with the response. I later called 888-777-2454 and tried again to get some resolution. This time I spoke with "Lacoyia" (Supervisor) and she was very apologetic and explained that it's rare to get someone out on the same day, but that we're scheduled for tomorrow (3/27) between 12-4pm. She also took down the information about my interaction with "Thomas" and said she would report it to his Manager. I am still disappointed that someone cannot come out today and will probably move forward with looking for another carrier.

    Anonymous 3/26/10 10:00AM

  • I could not believe how I was treated by Direct TV. I was a customer for 5 years and was treated the worst I have ever been by a company. First they told me I had no contract and when I eneded service they said I owed on a contract which they have yet to produce after five calls but charged me $100.00. I cancelled my service yet they still took money out of our bank account even after saying we cancelled direct pay. What a nightmare company. I will never ever use them again!

    takenadvantage 3/21/10 7:59PM

  • WORST CUSTOMER SERVICE! EVER SINCE I GOT DIRECTV LIKE 5 YEARS AGO IT WENT UP LIKE 10 DOLLARS! I DO CHECK MY ACCOUNT ONLINE ALL THE TIME AND ALWAYS HAVE TO CALL CUSTOMER SERVICE TO REMOVE CHANGES I NEVER MADE. LAST WEEK I CHANGED MY ADDRESS AND WAS OFFERED SHOWTIME FOR FREE FOR 3 MONTHS. I ASKED IF IT WAS FREE NO EXTRA CHARGE THEY ASSURE ME IT WAS COMPLETELY FREE. NOW I CHECK MY ACCOUNT ONLINE AND HE CHARGED ME 20 DOLLARS EXTRA I JUST REMOVED IT AND AM VERY UPSET ABOUT THIS. THEY DO WHATEVER THEY WANT.

    Anonymous 3/20/10 3:40PM

  • i think its terrible how they advertise such good prices for that hidden year or 2 and thennnnn...heck our subscription is over 70.00 a month now and we have not changed our programming in at least 6yrs. Every year beware it goes up at least 2-3bucks...
    so watch out for them...they hike it for everything you ask for or get....and it adds up.
    we need to get more competition...for the satellite and cable companies...when we had the big dish,,,it was so cheap..

    mamajeep 3/15/10 2:45PM

  • Con Con Con.....Confirmed numerous times that I would not be signing up for a contract/agreement/lease and could cancel at anytime....WRONG........TWO YEAR AGREEMENT!!!!!!!!!!!!!!!!!!!! and you don't even have to sign or acknowledge it!!!!! You get service like it or not you have it for TWO, yes, TWO WHOLE YEARS. Or you can pay for it outright to cancel........

    Anonymous 3/15/10 2:16PM

  • Disconnected service after filing chapter 13. Have always paid bill on time for the last two years. This cannot possibly be legal.

    Kim 3/14/10 7:37PM

  • Horrible customer service, do not use Direct TV...Rude, non-flexable, con you into contracts. We purchased a DVR at Best Buy and were told by a Direct TV rep. we would not be subject to a new contract if we went this route vs. leasing one from them. LIE, we now have another 2-yr contract that we did not expect. I loved COX Cable and will return to them when my contract ends.

    routetooz 3/3/10 5:53PM

  • We're now getting harassing phone calls "regarding the account." I called the phone number on the recording twice and both times was told that the account is fine and supposedly the call was just a courtesy call to let us know the payment posted. Since when do they call about that. I've asked them not to call unless there is a problem on the account (we'll call them if there is a technical problem), but they didn't honor this. The person I spoke with last week (the second one) said she would note the account so they'll stop calling (after all why do they need to call unless there is a real problem (payment not sent or overdue)?) but apparently she failed to do so. I am frustrated because it does keep going out in the storms (99.9% reliability, ha!) but they are the only company that doesn't charge for local channels (required by law to receive local channels in an area where they have them available). They are superior to cable in my area and as my analog through conversion no longer seems to get anything on it, we are stuck. But I do wish the phone calls would stop since there isn't a problem with the account according to the two people at that number I have spoken with!

    ses31 3/3/10 12:43PM

  • I am very dissatisfied with DirecTv. I switched from Comcast, thinking I would get better service. This was not the case. Before I signed up, I asked for fees and other charges so I could compare. I was told by TWO people that up to 4 rooms were free, after that you are charged. At the time I had 2 tv's, and I asked Both reps if I could add another room later on for free or was there a time limit. Both reps said there was no time limit, all I had to do was call them so they could come out and set it up. Now that I have a 3rd tv for my 3rd room, they tell me I will be charged $194. I have spoken to 3 people about this, they all say the same thing. I tell them to pull the call records, they can't do that. I don't understand why they can't do that since it specifically tells you the call may be recorded. Since I spoke with them on several occasions, I figured at least one call record would be available. When the installer arrived, I asked him if there was a time limit on the offer of up to 4 rooms, eh said no. Why are their employees not trained? Why do they misinform the customer? They outright lied. I am very dissatisfied with the service, and will never deal with them again or recommend them to anyone.

    Mediva 3/2/10 4:01PM

  • http://www.petitionspot.com/petitions/getNFLback Would you reward a kid for stealing from your purse? Of course you wouldn't.Then why is the NFL rewarding Directv with exclussive rights? They lie , cheat , and steal.They charge you to lease their equipment , then charge you upto $5.99 to protect it against repairs.They will also make unauthorized charges to your credit/debit card.This is 100% accurate , google directv complainsts , it will blow your mind , they had over 20,000 complaints in 3 years , thats a BBB record.They have 3 lawsuits pending , in California , Washington , and Oregon.This does not include the silent suits.My goal is to get congress to open the NFL Sunday Ticket to cable companies , And all Satellite companies , At the top there is a Petition , my goal is to get 10,000 signatures then I'm sending the petition to congress.America needs competition , what if there was only 1 electrc company , gas company , Or auto maker?You Get the point , Thanks for your support!

    David71 2/28/10 12:15AM

  • I've had directv service for like 7+ years , I only got them since they are the only ones to have the NFL Sunday ticket.Most of the years were good until , I moved from Chicago to Central Illinois 2 years Ago.I had massive problems with the install company (BlueGrass).The tech did not inform me nor install the dish that provides local Channel's.It took directv 2 months to fix , they really offered no help , told me it's between me and Bluegrass.Well i've always had a problem Directv charging you to lease the equipmen , then charging 5.99 to protect it , otherwise hit you with costley repair bills.(Almost sounds like a sleazy used car salesman).Anyway November of 2009 , my job was having heavy impacts from the economic times and all of our hours were cut.It was so bad I had to decide feed my family or pay directv.Well I called directv to cancel and the customer service rep was great she gave me credits to put my bill down to almost nothing.Well end of the year my work closed the doors , so beginning of the year I found a new job , but part of the deal was I had to live onsite , and the building doesn't allow satellite.So I called directv to cancel , the CRS lady said ok , I requested a final bill and would pay in 2 payments.She said OK no problem , well less then a week later directv charged my debit card (without permission) for a crazy ammount.It forced my bank account to be overdrawn , Well after failed attemts with directv they told me they can do that for whatever amount they feel I owe.Well I contacted the BBB , Atty. general's office , local congress , even tried the white house.And of course disputed charge with my bank we'll see.Earl Evans Champaign Illinois

    DirecTVSux 2/27/10 2:00PM

  • Badge Number 411718.....UNACCEPTABLE attitude towards customer....This should not be tolerated by DIRECTV mngt.

    Ms. Seventeen 2/26/10 6:34PM

  • I have Directv in my business and your customer service rep's are just not good. Today I called because one of your rep's came and replaced the equipment because it stopped working on 2/19/2010. When we called that day your rep's were rude and not helpful, we were even told that if the problem wasn't the Directv equipment we would be charged $150.00 for the service visit. It turned out to be your equipment...
    Today I was still treated badly on the phone, I asked to speak to a supervisor but the rep would let me. He stated a supervisor couldn’t help me with this. He attempted to tell me about electronics and how you just send a signal. As it happen my TV and your box were out the same day. Now that is odd… we have other equipment in the same room and everything else is working just fine. We had to replace the TV and you all had to replace the box. Something is a little wrong with that picture. Now on your web site you state that "employees are determined to provide you with prompt, courteous and excellent service" We have simply not received that.
    My Business did not have service from 2/19/2010 until today 2/24/2009 and we lost business because of it. We would normally broadcast music and sports and people left because we could not provide that. I think we deserve more than a 7 day credit.

    My name is Vivian Williams and my business is The Ohio Hog Company.

    Anonymous 2/24/10 3:31PM

  • Absolutely AWFUL EXPERIENCE. I cannot stress that anymore. They con you into invisible contracts and have the WORSE customer service imaginable.

    They have zero respect for their customers and all they want is a fast pay out. That's why they hit you with all these hidden fees and penalties when you're not looking.

    I had to check my bill like a hawk each month because 8/10 times I had charges that I never made. What is this?

    Now to cancel they want to charge me an arm and a leg for somehow renewing my invisible 2 year contract last year. Which I never signed for. I'm asking them for a copy and if I don't receive it I'm not paying a dime. This is preposterous.

    Kristix18 2/24/10 1:28PM

  • Why should I keep Directv? My equipment is antique and good long term customers are not rewarded. Thinking strongly about switching Soooooon!

    Anonymous 2/22/10 12:47PM

  • directv need to go out of business. theywhat they want and still dont het your service right go cable or disk network. call corporate tell them to shut down.

    Anonymous 2/22/10 6:56AM

  • They r horriable,, DONT get their service!!!!! customer service is really bad

    giorgio 2/20/10 9:49AM

  • So one of my Directtv recievers went out and now they want me to pay $50 to have someone come out a fix a problem with their equipment. They provided the service and then don't stand behind it. Direct TV is a Peice of garbage company and all they want is your money. I will never use direct tv again, they just plain suck. If you are thinking of getting Direct TV don't.

    Killerkabo 2/18/10 8:53AM

  • Everytime it rains this system goes OUT---I have had DISH also---what to do?? Have no idea--but Directv does NOT seem to care at ALL---and am locked in to them for another ? months...just spoke with Kyle--he advised a technician come out--DUH....I might return to underground Cable----

    HenCapt@aol.com 2/12/10 8:45PM

  • DTV is a crook. If i were to attempt the kind of stuff they get away with I would be in jail. I called and gave the receptionist my phone # and payed my bill. well someone else had my phone number listed on their account and even though I gave them my name they still credit the other persons account. I cancelled my service because they would not fix the charges and went to verizon even though I lost the $280. Now 8 months later my account gets charged $696.34. I call and find out the money went to the other persons account. They tell me to fax my account info and they will stop the transaction. Today my truck payment is late because my check bounced they recharged my account again. I just don't know what kind of a country we live in, when I can risk my life for my country and while I do so some huge company can repeatedly take my hard earned money and there is nothing I can do to stop it. DTV is pure evil!

    Who will police them? 2/11/10 11:21PM

  • We just got this stupid company's service a couple of weeks ago. Already, two of our TV's work sporadically. One of the TVs was out for approx. 4 days and now works. When I asked the supervisor of one of their customer service centers, his answer was "all electronics get confused" and it is to be expected. After spending about 2 hours with these rude people, they refused to let me speak to the manager and would not give me the corporate office's phone number. (You can guess why). As I sit here, the night before the Opening Ceremony for the Olympics, expecting 30 people and cooking for all, I have to cancel this party because the wonderful people at Direct can't get anyone here till Saturday. By the way, if you ever speak to a supervisor in Florida named John, Badge # LKC0079, hang up. He is a real jerk and not one bit helpful.

    Anonymous 2/11/10 5:43PM

  • In March 2009 I called Direct TV for service. Being VERY specific, I asked for
    Verses, NatGeo, History. I have been a PBR (Professional Bull Riding) fan since 1995. The season events are broadcast on Verses. This is a huge part of my family's entertainment and it's history. Shortly after, June or July, when I tuned to Verses there was a message. Several calls were made thru out the summer. After missing the 2nd half of last season, the World Cup and World Finals, I hoped the issue would be resolved before the 2010 season in January.
    It was not.

    Also, the system was slow to the point of aggravation. It took forever to change channels to set the DVR. Far to long to do anything. KERA the local PBS stations service was constantly interrupted and you'd lose 30 seconds or longer of the picture and sound. The tech support person told me that just happens. REALLY, never has before with a variety of providers.

    Overall the quality of service was bad. This weekend I cancelled service, going to Dish solely to receive Verses. I was told
    my credit card would be charged $260. for early cancellation. I expected $150 or so but $260. for bad TV is outrageous.

    This is unfair. They did not provide me the #1 specific channel I requested. I called several times, offering to pay more per month if necessary.

    Given the overall poor reception and response of the system and no Verses, I think this is unjust and "have me over the barrel". I have been a Direct TV customer in the past, but NO WAY will I ever be again, nor recommend it to anyone. I'll be filing a complaint with the BBB.

    PBR FAN 2/8/10 9:24AM

  • We recently filed chapter 13 bankruptcy. Directv info was given as a monthly expense, but not something to give up or try to put in the plan or discharge. Our service was disconnected and I called in to pay the past due amount, as usual, to restore service. I questioned how the disconnect happened at all because I thought bankruptcy stopped all that. I never imagined what happened next! They first assured me same day restoration after payment, which I made. I clarified before giving account info about the restoration. Rep confirmed, processed my payment, gave me confirmation number, and THEN they started telling me I could not get service back because of chapter 13, not until after discharge in FIVE YEARS!!! We have been disconnected since 1/6/10 & my attorney has written emails and snail mail and called them as well as we have been getting the total runaround with flat out empty, pacifying claims that lead us to believe someone is working on it but no one ever calls back. I have offered to pay entire past due and future payment as well to get service back but they keep saying no because i have filed for bankruptcy. How can they do this? I could understand if I was trying to NOT pay them... this is ridiculous and they won't even turn back on after talking with our attorney. They did process our payment reversal and credited our card back but we wanted the service back because the filing does not permit us to obtain NEW services. I am so sick of looking at this blank screen for almost a month. There is no accountability for what the reps tell you, they can tell you whatever they feel and the next rep you speak to can just counter that and say you were told wrong,oh, so sorry...I even wrote down their names, but that doesn't matter either because they get the calls from all over and you can't be transferred back to a specific person. I guess Directv wants you to withhold information from the court in order to be worthy of their service. They also sent me a box and told me to send back the receivers or I will be charged. How can they not take my payment but can charge me for receivers???!!! Is this really legal, is this really happening? Everyday is like the movie "Groundhog Day" , I keep going to battle with them over and over again and getting nowhere. What happened to the automatic stay? Or does this just apply to "all creditors or expenses EXCEPT Directv"? Has anyone else had problems with them after filing a bankruptcy?

    padoaa3 1/25/10 5:59PM

  • I am very disappointed about how I was treated by the Direct TV Rep. I paid my bill and billed for 2 boxes I returned.
    My service was disconnected because Direct TV did not credit my account properly for a Returned DVR BOX and HD STANDARD BOX. I had to call them and fax the copies of the FedEx Tracking Numbers I used to return both boxes. They are lazy when it comes down to paperwork but are not lazy to add fees and hidden fees. I had to wait 20 minutes to speak to a Direct TV Supervisor about the credits they owed me.
    I pay my bill on time and now I have to watch it like a hawk. This is NOT customer service. I had to do double work and I am customer! :( Customers are NOT suppose to be doing anyone's job that is why we pay them. Customers make DIRECT TV'S EMPLOYEES' CHECK! DIRECT TV WITHOUT YOUR CUSTOMERS YOU WILL NO BUSINESS OR A STEADY PAYCHECK!!
    CUSTOMERS BEWARE OF DIRECT TV!! :(

    JC2010 1/25/10 3:54PM

  • I CANCELLED MY AGREEMENT TODAY DUE TO YOUR INABILITY TO SERVICE THE SYSTEM. i HAVE BEEN WITH OUT SERVICE FOR ONE WEEK AND I WAS ADVISED THAT THE SOONEST A TECHNICIAN WOULD BE ON SIT IS ANOTHER 6 DAYS. UNACCEPTABLE

    Harold Abeln 1/23/10 1:46PM

  • I have had nothing but a horrible experience with direct tv. The deals are attractive. I signed up for the service and it was a approx. a week before my install. They messed up my email address therefore I had trouble logging on for my rebates. They then intalled the wrong receiver (basic instead of DVR). They said they need to have a tech install the new one b/c another line needs ran. I had to take a day off of work for this. They then called the morning of and canceled b/c of weather. Despite the fact my dish was on the ground and all the everything needed to be done inside. They said they wouldn't get me in for another week. Guess what, I have to take yet another day off work for this. All because the initial guy checked the wrong box. I called the customer service and they gave me a whole $5 off a month. I asked to extend my free showtime since I had no DVR. They say it's not possible (like I believe that). It has been nothing but trouble. I never had trouble with any other service satalite service company. My mission will forever more be to save all others from this so called customer service guaranteed company. The best advertisement is word of mouth.

    disappointed 1/20/10 8:29AM

  • The remote that came with my Hi Def box a little over a year ago died. Tried everything including the replacing batteries. It remained dead after my efforts.

    I was told during my call to Directv that there was a $15 dollar replacement charge. Found this very disappointing.

    I have a second remote that came with my older non Hi Def box 3 years ago. I will learn to live with the older remote which continues to work.

    Disappointed

    Anonymous 1/16/10 12:16PM

  • Directv is the worst customer service experience I have ever had. I counted about 15 times that I was called a liar, several times I was told that I don't know what I'm talking about and many other references to my lack of inteligence. They have charged my credit card for billing that was unauthorized. Woo hoo that caused me a couple of overdraft fees and one hell of an argument with my wife. The worst thing about it is the conversation with my wife was far more inteligent than the one with directv.

    Wow Never Again 1/14/10 6:33PM

  • Spend my $45+ wisely. Will never receive another cent from me or anyone I can relate my experience to and keep them from making a huge mistake.

    directv never again 1/4/10 3:53PM

  • I joined Directv, by phone on 9-30-09. I applied for the rebate of $26 per mo. and I also applied for a "friend referral". The friend referral meant that my friend and I would receive $100 credit ea. ($10 per mo. credit on our bill for 10 mos.). I was told that I had to apply on-line for each rebate. For the "Friend Referral" I called a number, gave my friend's name and the account no. as per directions. As of January 1st, I still had not received my rebate for the friend referral. I called directv and was told that I had not done this and, since this was not part of my original order, they could nothing for me. However, I DID do exactly as told for the referral rebate and they refuse to recognize this, or to admit their mistake and rectify it at this time. I left Time-Warner Cable for Directv and this was the sorriest mistake of my life.

    mimi88@frontiernet.net 1/3/10 3:38PM

  • $100 refer a friend program is a scam, We referred our daughter and they royally screwed up, had her receivers on our account and then wouldn't do anything to make it right. Still won't give either of us the discount that was promised when she hooked up. Time for a class action lawsuit. I don't think they try to scam us, they just can't hit their a** with both hands!

    Neveragain 1/3/10 11:46AM

  • STOP THIEF!!! I was robbed by DirecTV today. I'm NOT a DirecTV customer, but about two months ago a dear friend was in a financial bind and ask for my help. She asked if I would pay her DirecTV bill for her. So I did. I wasn't authorized to access her account so she set it up so I could. I Made the payment using my credit card. Sounds harmless right? Well today I was charged $510.44 by DirecTV. When I called them to find out why, their response was "My card was on file so they charged her bill to my card. I never authorized them to keep my card on file. And I was never told that they were gonna keep my card on file. I would've never paid it using MY credit card had I known that. I was told that in order for me to get my funds back from them I would have to fax a copy of my bank statement to their Financial Operations. WTF!!! Today I was robbed. Not by some young punk waiting to ambush me. But by a gang called DirecTV.

    motion 12/30/09 5:43PM

  • I ordered direct tv and was really excited but, when the installer showed up and whinned about his job and he was behind in day, he ended up not connecting me to your service. My credit card was charged and now I have to wait 24 to 48 hours for reembursment.... I am highly disappointed...

    Anonymous 12/30/09 3:11PM

  • Customer service is beyond bad I had to come to this site to find the customer service number. From day one I have had problems with direct tv. First of all the lied about the cost and I was very clear on what I wanted and made the tech repeat what I was getting. But when I received the bill what a different story. I demanded that they pull up the call sincethe call maybe recorded. I recieved a discount for six mounts after that a higher bill than I did with Cox (which is by the way is the reason I switched). Stay away from Directv.

    Anonymous 12/29/09 8:44AM

  • Direct tv is THE WORST , most horrible company i have ever delt with !!!! Why dont they put these comments on tv commercials!!!
    everyone needs to go to ANY OTHER company but this one!

    Anonymous 12/29/09 6:51AM

  • I have been a loyal Directv customer since 1997 when they took over Primestar. I was very satisfied with Primestar and never had the issues or complaints that I have with Directv. I own all of my equipment and what really bothers me is I pay the $5.99 monthly charge for warranty protection and once you require service or equipment replacement, you no longer own the replaced equipment and you are forced into a contract or committment for 2 years. At no point was I ever informed of this and do not believe it is right or fair. How did I go from owner to leasee? In regards to customer service it has clearly gone down the tubes. No one knows how to troubleshoot or fix your service issues or complaints, they are no longer a 24 hour operation and hold times range from 5 minutes to 45 minutes depending on when you call. In regards to the service, HD does not come in all the time and states that it is searching for signal, clouds, rain, wind and snow prevents receiving pictures. The service is horrible and the staff are horrible. Give me the tv from 40 years ago with an attenna and tin foil.

    DirectvStinks 12/23/09 11:37AM

  • This has been the worst help that I ever gotten for the problem I am having. I have had a service call and many telephone calls and nothing is being done for the problem. It has been over five months now and all I get is that they are woring on the problem. I feel they have the worst customer service there is.

    dennuis 12/22/09 3:47PM

  • AFTER THE HOLIDAYS I WILL BE CANCELING MY SERVICE WITH DIRECT TV NEED HELP AND WANT BE ABLE TO GET ANYONE OUT UNTIL SUNDAY DECEMBER 27TH THATS TERRIBLE NO TV FOR THE HOLIDAYS I PLACED MY CALL DEC.21. YOU KNOW THATS BAD.. NEVER AGAIN

    Anonymous 12/22/09 7:27AM

  • This is the worst company to deal with always trying to blame you instead of actually accepting some responsibility. Why can't tel just say it is there problem and "Sorry"? Wouldn't that help trust them?
    They always have something or someone to blame and if not they always want to send someone at a huge cost to you... They hours to help don't help should be there 24/7 when you pay their Hugh costs. Not they claim everything is weather related GRRRRRR
    I will defiantly be looking for a better provider after the Holidays as I am sure others will. If we had more to choose from they wouldn't be so errant, in my opinion.

    Anonymous 12/20/09 7:28AM

  • I have been trying to get through to technical support for 40 minutes with a question that is not answered on their forum. The company tries to keep everything online, and there isn't even a direct tech support extension. I had to go through voice prompt after prompt, and finally was put on hold - no answer, then switched back to the main menu to go through it all over again.
    Direct TV is foolish to be so cheap with service, because I don't ask much of them. The few times I've had to contact them, the customer service has been a negative experience. Right now I am so disgusted, and my tech support question still hasn't been answered. So I have decided I will definitely look for a different provider.

    Nan 12/13/09 2:18AM

  • Customer service is a joke, when the snow clears up they will send someone to check the problem. That could be April or May as we are in Reno, Nv. and known for our snow..

    Anonymous 12/12/09 9:18PM

  • sold me a reciver for hd.
    when cancelled told me i only rented it
    for 3 payments of $99.00 and i get
    no money back and they get the reciver back
    or i owe them $125.00 more to keep it!!!

    DONT GO WITH DIRECTV . I DID WHY WHY WHY !!!

    THEY CAN CHANGE THIS COMMENT BUT NOT ALL
    THE PEOPLE I TOLD ABOUT IT

    Anonymous 12/12/09 12:35PM

  • This is the absolute worst customer service that I have experienced, if my company was operated like this we would go out of business, Direct tv get a grip and wake up without customers your equipment is useless.

    ET 12/10/09 6:39AM

  • okay so... remember to listen to your gut!!! Well I didn't and here I sit about to disconnect Directv and tell them why I'm not paying their disconnect fee.

    We lease our receivers from Directv, they acknowledge they own them, today one receiver quit working - no reason - just not working, doesn't reset, doesn't do anything. So we call the brilliant Directv Customer Service Department. They offer to send a tech out but we have to pay them $49.99 for the call Or we can pay them a $5.99/month Warranty fee and they'll send a tech out. Their rational skills are not working 'cause they think it's okay for us to pay them to take care of their equipment or better yet to pay for service we aren't receiving!!!
    I figure the real problem is we're locked into one of their invisible 2 year agreements - you know the one where we have to keep their crappy service and pay for it and like it, whether it works or not and they have to do nothing but keep charging us and even upcharging where they feel necessary.
    I hope others read this Forum before getting Directv and DON'T MAKE THE SAME MISTAKE I DID!!!
    I'm outtie ~

    cdewolf 12/8/09 9:28PM

  • I've now been screwed out of my $100 dollar referral award twice. They say we will take it off your bill 10 dollars a month. It never happens. When you call to complain they will give you an excuse like you were denied because you called the wrong number. Lie! Or we are still investigating that. What's there to investigate? Is that person one of your customers. Well I referred them. End of investigation. They will promise you an extra 10 dollars a person a month that you refer, but don't hold your breath! You will never see it. If I wasn't roped into a two year contract under false advertising and false pretenses I would cancel my service.

    Anonymous 12/3/09 3:21PM

  • I don't think it will help for one person to do so, but I have complained to the FCC that this is false advertising on many levels. First, the rebates are not honest. Second, the signal isn't reliable and, finally, the "best customer service" they promise is not existent. If enough of us complain, surely the FCC (and hopefully) DirecTV will listen.

    Chad 12/2/09 11:12AM

  • I am so FURIOUS with DirectTV that I can hardly type.

    I signed up for DirectTV and then per DirectTV's instruction, called Verizon to sign up for their Triple Bundle (where I would be billed for DirectTV through Verizon).

    When the installation man came out he asked if we wanted another receiver for a second TV--I said, "well, sure." He told me that I would have a new account number and would have to re-do the rebate.

    My only mistake was that I did no re-do the rebate immediately.

    Suddenly I receive a bill for FULL PRICE DirectTV service. I call to ask why this is and was told that "YOUR VERIZON BUNDLE IS VOID AND YOU NEED TO CALL THEM WITH YOUR NEW NUMBER."

    I said, "NO ONE EVER TOLD ME THIS. Please credit my account accordingly and I will do so."

    "I'm sorry, we can't do that. Oh, and by the way, a second full price bill is on its way to you."

    I asked to speak with a supervisor. 20 full minutes on hold. Another refusal. I became angry and explained that THEIR REPS had failed to tell me that my previous package had been canceled.

    HE HUNG UP ON ME.

    GREAT way to treat a brand new customer! I'll be canceling.

    Paula 11/29/09 3:37PM

  • I have been a directv customer for nearly 8 years and I discontinued service because of them unwilling working with me and they penatilized me $280 for discontinuing a 2 year contract, but remember I was a customer for 8 years. Then they asked for my DVR in return that I purchased MYSELF at RADIO SHACK or PAY THEM $140!!!! They took almost $700 out of my bank account WITHOUT my authorization!!!! I feel this is a rip off and they STILL refuse to work with me! I am a VERY UNSATISFIED CUSTOMER!!!!

    unsatisfieddiectvcustomer 11/28/09 1:33PM

  • I wished this would actually help but here we go. I have been a customer since 2002. I moved from Colorado to Atlanta in 2006 and used the “movers package”. When I arrived I discovered the waiting time was 3 months! Soon I discovered one of the first DirectTV stores was located at Discover Mills in Lawrenceville, GA. The owner was there and he seemed to be really nice. Anyhow I installed a regular dish and used the Tivo I brought from Colorado. I installed myself and everything worked great. About that time I saw HD TV was coming out and DirectTV would have soooo may channels. So I called up and they had a waiting list that I remember being incredibly long. I went back to the store and ordered a DH DVR unit paying 50% down. The unit arrived and I picked it up. It worked but my Tivo was much a better DVR. I did not know I needed to have a “special dish”. So back to the store. Because the “special dish” had to be mounted with extreme accuracy I was told I could not do it myself. By this time I have invested about 600.00 bucks for the HD received and dish. The installation was another 200.00 bucks. Two weeks later the installer came out and I was really happy. It was summer and Atlanta was experiencing a drought. When it finally rained even a drizzle the reception would go out. Then if the wind blew moderately it would go out. I call the installer from the store and said ‘it worked when they left”. I then called Direct TV and they said because I purchased a DVR and Dish I did not quality for installation and the wait time then was even longer! So I got on the list. A really long time later a technician came and remounted the dish and it worked great! So now I am happy and the service is great!
    Yesterday I called to cancel service as I am moving. They tried every angle to get me to stay but my last experience was so horrible and time consuming I decided to go with cable which was virtually instant. So they cancel service. Next the fellow ask for my address because I have to send the receiver back. I told them I own the thing. They said because I paid a lease fee they believed I did not own it. So I tell representative the story which turns out to be a huge waste of oxygen. The just said I need to send them proof I purchased it. Oh get real! Three years ago? He insisted and with complete outrage I hand up. This morning I get up and guess what? Yep no service and error 726. Man these people really play hard ball. Anyhow I have an attorney friend and told me Direct TV has to prove I signed a lease agreement and produce it. The burden of me purchasing this not required. The burden of proof is on their side. I know where this is going. The are going to report the a credit agency and if I do not pay they sell the supposed debt to an agency then I get annoying calls for a long time. All that I have learned is after 7 years of service paying at least 1200.00 per year they want to guarantee I will never use their service again. Pretty stupid move. One just cannot change a leviathan the size of Direct TV.

    Ernest 11/27/09 5:02AM

  • We have been a directv customer for 9 years & have had good service UNTIL NOW. I am so frustrated I could scream. I called on ll/14 as our tv service wasn't working. They tried to solve the problem but couldn't. I was told it was an engineering problem and it would 24-72 hours to fix. So on 11/18 when we still had no tv and of course no word from anyone at customer service, I called again and got nowhere. I finally got to talk to a supervisor and it seems it would be another 24-72 hours. I called again on 11/20 just to see how things were progressing with our service. And it seems that my problem was never reported to the engineering dept. until 11/20. So we have to wait another 14-72 hours. I called on 11/22 to see if we couldn't just close out our existing account and start a new one. And I was told that would take longer than waiting for service. And then was told that it would be another 3-5 days. So tomorrow will be 10 days without tv in our home. And not one call or anything from them. You can't convince me that that is very good customer service. It makes me feel like they want more customers but to the devil with customers that have paid good money for 9 years. GRRRRRRR!!!!

    PAT 11/23/09 6:13PM

  • I HAVE BEEN TRYING TO GET MY BILL RESOLVED BUT NOONE HAS ANY CORRESPONDENCE TO MY RECEIVERS BEING PICKE UP ALL I GET IS PEOPLE TELLING ME I SIGNED UP FOR 2 YEARS AND NOONE HAS A RECORD OF THIS ALL I WANT IS TO GET THIS RESOLVED AND NOT HAVE PEOPLE CALLING ME 24/7 WHO ARE RUDE.

    DIRECT TV 11/19/09 11:05AM

  • This is by far the worst company to do business with - the customer "service" people are just plain stupid! Each call takes at least 30 minutes and then you get "launched" There are no supervisors available - EVER. Any billing disputes will only result in being given an address to file a formal complaint. Total BS.
    My bill was paid with my Qwest bill and after I cancelled Direct TV Qwest continued to pay the bill. Qwest says that I have to pay them or they will take me to collection. I paid Qwest to avoid this and now am trying to get my money back from Direct TV. NEVER again will I go with Direct TV.
    Jim 11/13/2009

    Anonymous 11/13/09 11:44AM

  • they do not keep their appointments they are rude and do not let you cancle their service within 10 days i am disconecting their equiptment myself and placing it on my back porch and told them to come and pick it up before it rains. the only reason i got involved with directv was through AT&T, AT&T should have stayed with phone service because they only have incompinent people working fopr them . i will never use any of their services again.

    jim 11/5/09 12:04AM

  • DirecTV as DECEPTIVE SALES AND BILLING PRACTICES! I had 2 HD-DVR's installed and a dish moved in July, and then over-charged by nearly $600. CS now denies the original deal was ever offerred and the guy I spoke with is not working there anymore. Unable to resolve the problem-spent multiple hours on the phone. I would not recommend DirecTV at all-try DISH or something else!

    Anonymous 11/3/09 10:09PM

  • This number will NOT help you, you will end up calling a different number. Any DIRECTV customer service / technical support / billing questions can be helped by calling
    1800 531 5000

    Noneya 10/24/09 2:28PM

  • Okay I had to add my two cents to this. Directv's customer service really sucks!! From what I see here it's not only me that thinks that! I have been waiting for a refund for over 9 weeks which I finally got today. I was told I would receive that refund WITHIN 6-8 weeks so I waited my time and once it hit 8 weeks the people got seriously stupid and rude about it! After the 8 week mark they kept telling me over and over that I would rcv it within 6-8 weeks not even taking the time to "GET" that it was past that, even the supervisor gave me the same speal. What is with companies now a days!! I am SO glad to be done with them!

    Irritated to say the least 10/24/09 2:16PM

  • Directv? My Dad always said "If you can't say anything good about someone, keep your mouth sht". And with that in mind - I'm going back to free tv. No more sattilite or cable for this family. Think about it, 40 years ago there was no such thing as a bill for television programming. Here's a thought; if everyone shuts off the services they offer; the price has to go down. They need you - you don't really need them. Life is too short, and money is too hard to come by to put up with the likes of those guys anymore.

    Anonymous 10/20/09 1:35PM

  • I've been a customer of Directv (approx 15 years) ever since it merged/bought out Primestar, the company I was formally a customer of. Other than what I consider an exorberant charge for its service, I had very few complaints until recently. Six weeks ago or so I recieved a call from them telling me that the package of programs I have always was being discontinued, and I'd have to upgrade in order to keep them all. I was then fed a line of BS about how, if I agreed to accept NFL sunday ticket and paid $59.00 a month for it, I'd get all of the other channels for free for five months. They said that would result in a $2.00 a month savings from my previous bills, for five months. I agreed to it.

    Two days before I was to get my first sunday ticket games, while checking to make sure everything worked, I realized I couldn't get any of the channels the package included, so I called them. They told me my reciever wasn't capable of delivering the package of ball games, and they shipped me, overnight Fed-X, 2 recievers that would work. On Sundqay everything worked great, including the game mixer (8 pictures on 1 screen) and Red Zone.

    Week two the game mixer and Red Zone no longer worked. On my first call to them I was told that I didn't have a digital reciever; I explainned that I had recieved them the week before, and they'd worked just fine. Their response was to apologize for what they implied was my ability to tell them the truth, and reinterated what they'd first told me - I hung up.

    I called them again, in hopes of talking to someone who spoke better english than the first one, and hopefully someone who could actually help solve the problem. This time, after 15 minutes on hold I reached a person with no better ability to speak english, but they did walk me through a process of unplugging this and that, in order to reset the reciever, etc. etc., along with running upstairs and back down a buch of times to make sure it didn't come in on either reciever. It still didn't work, but she said she would do up a ticket on the problem and try to get it resolved as soon as possible. I thanked her and hung up.

    After thinking about it, I called again. This time I was told that I had only recieved game mix and Red Zone during week one because it was a special arrangement in gain interest in it so they could tack on an upgrade to a higher lever "Fan" package. I hung up.

    I called again. Yes, I know, but by this time I was so ticked off that I didn't care that the 1:00 o'clock games were almost over. When the person answered my call, I asked her to tell me exactly what was included in the NFL Sunday Ticket package. Guess what? She said that Game mix, Red Zone, and an upgraded digital reciever are all included. So I asked why I wasn't getting them, and listened as she began to stutter and try to work her way out of the lies she had just fed me. I hung up again, determined that I was done with Directv.

    I let my bill lapse, they stopped giving me the service for non-payment, and I thought I was ok with that. But today I see that in an advertisement they're saying they deliver all of "your local channels in every package level", at no charge. I wonder why, then, have they been charging me $14.00 a month as a seperate charge to recieve network programming from cities that are a minimum of 250, and a maximum of 3000 miles away from where I live?

    If you're considering buying their service, think twice. To save yourself a lot of headaches & hassles, by your kids a swimming pool, an ATV, and give your wife a $100.00 clothing allowance every week instead. You all will be happier, healthier, and live longer than you will if you choose to submit yourself to the stress of dealing with Directv!!!!!!!

    Anonymous 10/20/09 1:06PM

  • They suck! They have charged my credit card close to $2000.00 for 2 hd dvr reciever. I have called them everyday since the second day that we got our hd reciever dvrs. Until to this freaking day im still calling them and asking for my refund. I can't believe their customer service is suck..Im to this point and cancel my services from them. And dispute everything. I hate them!!

    jen 10/19/09 10:24AM

  • so true the costumer service is terriable am without a reciever and service for almost 2 weeks because of delivery issues...WHF am i to do with two teenages....they need some serious help in the comstumer service derptment...

    Anonymous 10/16/09 12:52PM

  • Deceitful and thieves run away if u know whats good for u.

    cathysti1958 10/9/09 7:48PM

  • Foreign accents so thick that you can't understand.

    Anonymous 10/2/09 6:43AM

  • I have been with directv for about 10 years and like most relationships at the beginning everybody happy and responsive to each other needs. Directv declared they are 1#, but in order to get there, u have to have help, and i think after 10 years, i should be like family? Like most relationships, someone has to get hurt at the end.
    All i asked for is local channel, five years go by, all the answer i get is we are working on it.. No they are not. So if u lie too me all these years, and no one knows the answers, then u lost another customer...bye

    rapides33 9/23/09 5:43PM

  • When calling direct tv, you should do your homework. Their customer support specialists don't know much. I think they call themselves specialists because their mommys told them they were special. So remember, these people are stupid.

    I have been a long time Direct TV Customer for over 3 years. I switched to Direct TV when a salesman stopped by my house and promised me that direct TV would provide better service than dish network. I like the programming from Direct TV, and I like the DVR, the functions on the DVR and the convenience of Direct TV’s website.
    I am writing this letter to inform you that I have had many problems with your service, and if you want to keep a good customer you should read this letter fully and call to work something out. I have had problems with my service many times through the course of the 3 years. The receiver in the bedroom quit working over 2 years ago, and I never was able to replace it because they wanted to charge me an arm and a leg to replace it. Because I liked the DVR I let that go and continued with Direct TV. Now I am only getting some of the channels I am paying for and the bedroom receiver still doesn’t work. I have called many times to the phone service, and I have been kept on hold for a ridiculous amount of time.
    I want to cancel my service now because I don’t want service through a company that can’t invest in good customer service. You are only as strong as the customer base you carry. If you keep running all of your customers off with ridiculous wait times on the phone, and poor service when we do reach a person, then I have no doubt that you will be dwarfed by the competition. If you look on the internet at feedback from Direct TV, and Dish Network, you will find that Dish Network has much less negative feedback than Direct TV. For this reason I have decided to go with Century Tell who can provide me with Dish Network through cable service.

    Also, When I called another department trying to reach a real person, all i met were the rudest people i've ever seen in the customer support field.

    I may still be interested in keeping my service with Direct TV if you take the following actions. I don’t want free service, I don’t want you to offer me Free channels or even a discount. I don’t mind paying for the channels that I receive. However I haven’t been getting all of the channels I am paying for. All I want is for a person to come out and fix the wiring that wasn’t even installed correctly in the first place. I also want to upgrade my Broken Receiver that I am paying a monthly rent for.
    I propose that you send a DVR to replace the broken receiver ( I will pay the monthly DVR FEE). Fix the wiring that was poorly installed. And allow me to upgrade the DVR in our living room with one that works without charging me an arm and a leg.
    Again, I wish to inform you that I have had unsatisfactory results with my service. I even cancelled it once, and found that 4 months later I was still getting billed for it. I liked the service, maybe that’s why I still kept my account open. I am on my last string, and if you keep treating customers like this your business will fail, and none of your customers will be there to support you. I am a business owner myself, and I hope you hear this. I know that our business relies on our customers support through these hard times.
    Please call me at ***-***-****, my name is ##### ########.

    PS. If you try to have a computer call me again, I will go mad. Making people wait 2 hours to talk to a customer support representative should be against the law. My money goes to support you and billing me with no representation is wrong. The only reason I am considering keeping my service with Direct TV is the convenience of the DVR’s search options, and the list layout.

    Anonymous 9/20/09 12:42PM

  • My NFL Sunday ticket is not working. I have tried everything online and calling and can get no where today. You either get unhooked or a busy signal whenever you get close to tech support. 12/7 is BS there is no one there to help today.

    Anonymous 9/20/09 12:08PM

  • I can not believe that I pay my bill for NFL Sunday ticket and can not reach anyone to get help on Sunday. I am a good customer and can not receive the NFL mixer channel you need to get rid of that annoying voice service you have because it does not help customers at, all I was transferred and no one ever answered and I was told to try again. I've tried to reach customer about 10 times and still nothing. Directv needs better service. maybe I should have stayed with COX CABLE to get good local help when I need it

    Anonymous 9/20/09 11:07AM

  • Discontinued service because they couldn't get a line of sight for a HD signal. After cancelling their service $300+ taken from my checking account using my on file debit card, not authorized by me. After spending close to 2 hours on the phone, I will get a refund for the funds they stole from my account in 6-8 weeks.

    Anonymous 9/14/09 12:01PM

  • OMG! What a nightmare! Without service for 4 days...now am told past due balance of $20.00...paid that, they can't find the payment...can't schedule servcie till I pay again! They want $6.99 a month for 6 months to give insurance to fix satellite, or a $45.00 service call! I am paying put contract and back to DISH. What a terrible company!

    srodgers 9/14/09 7:33AM

  • I lived Palm Coast, fl 32164. December 10th 2008. I called directv and requested a 6 months suspension of my service. My reason for said suspension, was a once in a lifetime trip to Europe. I am retired, My only child was off to college and I had this golden opportunity. My request was denied by D-TV. I was not going to let your unfair decision stand in the way of my dream trip, So, I want! I returned home June 09 to fine that I was placed in collection with a company called CBE group. I repeatedly attempted to fine a way to workout a solution with them explaining my trip. They where as heartless, no compassion was shown. I paid CBE $550.00 to settle my bill. Or so I thought? I reviewed my credit report last night to fine, what negative that was removed after my payment is now back. What do I have to do to get away from your unfair uncompassionate NFL monopoly reaches. I systematically fellowed each step to prevent this kind of nightmare, yet I'm living it.

    ronnieluv1960 8/24/09 10:39AM

  • Have jadeworld package with directv using regular receiver in 2 rooms. Explained that one particular box kept giving me code 721(not purchased) and the other showing 771 searching for signal. Prior to talking to an operator the automated system will instruct u to perform reset...when u get to speak to someone they will tell u that they can only perform the same reset and even plead with u to remove the coaxial cable from their settop box to check that the coaxial cable are intact plus the spill on checking splitter...this play by play step is all they will dish out before they schedule for a local contrctor out maybe in a week so as a responsible customer u r to call them back to ask for loss of service credit. One of their playbook include our system is going thru an upgrade so they don't have access to your information and worst they can't set u up and please call back in 4 hour without even providing a case number that they spoke with a customer. If u have any choices switch your service.

    ExDirectTv 8/21/09 10:15PM

  • I have been a DirecTV customer for 1 1/2 years and I have been regretting it from Day 1. Unfortunately, I signed up for one of those 2 year package deals with a ridiculous termination fee so I have to stick out the remaining 6 months. Unlike DirecTV, I am a person who honors my commitments, even those involving rude, unfriendly, incompetent, morally bankrupt companies such as them. If you are ever thinking of switching to DirecTV, don't! While your other options may not look pretty, it doesn't mean you should settle for the best-looking turd sandwich! Aside from sports, most of your favorite shows are on the net! Your future is Chapter 11 bankruptcy DirecTV and when that moment comes, I will be among the many wronged individuals to celebrate!

    MadASHell 8/18/09 8:45AM

  • Years of terrible customer service handling. Poorly trained, rude, often unintelligible, confrontational, unaccountable...

    Anonymous 8/5/09 5:21PM

  • Called Customer Service about a phone call that they were charging my account for receivers that I ordered 3 months ago, but never got because the installer refused to install service at my location.

    Representative couldn't understand why I cared, barely understood English, couldn't help me at all, wouldn't transfer me to a supervisor.

    Called back and asked for US based Customer Service which actually helped, but took 30 minutes on hold to do so because my non-existent account was never actually canceled.

    Anonymous 8/5/09 1:46PM

  • horrible

    mspran8013 7/22/09 11:54PM

  • I called DTV over online payment problem that I never had over the last 5 years. tried to pay online when striking the submit button bounced me out to the password screen, now wait here's the best part. Tried to phone DTV, all of a sudden I'm speaking to a Philipino in the phillipines with the worst broken english could not understand I was asking for an american to speak to, so I finally get an american (african american) after 23 minutes of hold. I explained my problem she was very polite and asked me to hold, at which point I heard several beeps and lo and behold I'm now speaking with the same broken up english speaking philipino that originally answered. Comcast starting to look real good. My question is DTV, Is this how you economically keep your heads above water? didn't Kathy Lee Gifford make her clothes (sweatshop) over there too? Idiots

    Anonymous 7/22/09 9:40AM

  • Our directv receiver in our living room has started "searching for satilite signal (771)", on most channels, The service in our 2 bedrooms still work just fine and receive all the channels. I called customer service, checked all the things they asked me to and she finally told me that I had to have a service person come to our home and it would cost $49, or we could sign up for the service protection plan for $6 per month, which you have to keep paying as long as we have Directv. It is a rented receiver and I was under the impression they would fix or replace them if they weren't working properly. I guess I'll have to switch back to Dish again!

    Anonymous 7/15/09 9:28PM

  • I called for service and I was sent a new HD DVR. My 1st attempt at talking to a svc rep to help get my system up and running disconnected me after about 30 minutes and in the middle of trying to work out the problems. My 2nd attempt said she'd have to report my problem to a specialist. They will call me, who knows when...in the mean time while watching tv everything freezes up for about 5 minutes at about 3 minute intervals....I am very frustated.....Then I was told if I didn't return the old unit within 7 days I would be charged 450.00. It doesn't matter whether the problem is solved or not just send the old unit back. So we have been without HD for 7 days with no resolution in sight!!!! Look out att ...if you are working to get DIRECTV as a part of your U-verse package!!!

    unsatisfied customer 7/11/09 2:56PM

  • We have a 2 year contract that ends in October 2009 and that timeframe will not get here soon enough. We have had a NO SIGNAL problem on a TV for over 4 days and have made 5 calls to get help. I have been told that it is now my responsibility to find out whether the problem is in my TV or the Direct TV box. The TV works fine. We tested that. A technician said that I would have to go buy an HDMI cable and test that to see if that was the problem or I could buy "green, red, yellow" cables and see if that fixed the problem. Until I do my own trouble shooting and find the problem myself, they cannot help me. Like you, I spent a full day calling only to hear that no customer service reps were available and to submit an email. I did send an email to the president of DTV, but don't expect to get an answer from them either. This has been disaster. If I treated my customers they way that DTV has treated me, I would be out of business.

    Desperate in Atlanta 7/10/09 7:10AM

  • I been obligated to fulfill a 2-year contract with DirecTV and those two years are almost up. During this time, I have had to make customer service calls almost monthly because something fishy always pops up on my bill. I often get charged for things I did not order and sometimes don't catch it until I've paid for it for 6 months. Customer service refuses to credit more than two months worth of any charge. Most recently, I noticed that I've been paying $5.99/mo for a protection plan I know I never signed up for. My attempts to reach a representative have been met with no success. I have also not received a response to my email. For several days, the service line was not even providing customers with an option to speak to a representative, change programming, etc. Today I have waited on hold for over 30 minutes and am still waiting to speak to someone. I hate DirecTV.

    Anonymous 7/9/09 12:04PM

  • Trained well enough to read a protocol for most simple fixes, DTV Tech Support is limited in expertise and options for individual case help. Their 5 day expiring PIN is designed to lose your account history by sending you back to square one, which most people don't have the time or patience for. Their hardware is junk and they do not want you to return their receivers: postage costs them more than the rcvrs are worth. IT's a system that pretends to help, but actually they have very little to offer other than "The software team is aware of the problem". They do not return phone calls. I should never have left DISH.

    gnubja 7/6/09 6:35PM

  • i have been a direct tv customer for 10 years - I have NINE HD BOXES in my home and subscribe to gold package that they offer - costing roughly 200 a month - my service has been down since June 7th and they are not due to come out here until June 17. this a appaling - they are to busy doing installs to assist their current customers. I have been in touch with Dish Network and I am thinking of changing. I wouldn't refer Directv to my worst enemy

    robinl 6/15/09 2:04PM

  • I have not had a problem with their customer service. The only thing close to an issue was when they tried charging me for a replacement DVR that was a least and then extended my contract by a year. I was able to speak to the manager and had the charge removed along with my 1 year extension other wise things would have been different.

    Anonymous 6/13/09 10:48AM

  • Love DirectTV, have had it since small dishes first came out. I have never had a problem that they were not kind and understanding about. They compensate me with extra movie channels and money off my bill for my problems. Of course I am a long time customer and they never fail to thank me for my loyalty and committment to them as I expect the same from them. One of the few businesses that I rate top stars to.
    CR in Texas

    Celebrate2 6/10/09 10:49AM

  • are you kidding me??? service of my local channels has been out for hours and no one will answer the so called customer service phone....

    MAL 5/18/09 5:16PM

  • The worst ever. We are paying a big bill each month and only one out of three of our modems are working. And the one just does work. Each time we contact them, it is the same thing, you need to be in front of your tv so they can run you through it. We are not techs and if their equipment does not work, they need to fix it. Nor have we had any return on any payment. These people are a joke.

    JMBC 5/15/09 8:22AM

  • Had a bad expereince with DIRECT TV. We were not getting the channels they had promised when we chose the package. When we complained they blamed it on our equipment so they sent a technician with the promise that we will not be charged. Eventually the technician comes in and did nothing. Had to call customer service again and eventually they changed my whole package deal (ofcourse at a higher rate) and then got the channel that I was looking for. Then I get hit by a bill for $49 for the technician who did not do anything. When I called back a rude customer service person and the supervisor replied that we had asked for the tech. so I need to pay. Direct TV sucks and always gets there way of charging for service which did not work. Very rude and arrogant customer service

    jam 5/8/09 10:44AM

  • Well, if you need dispatch/technical repair, don't count on it! Had tech out on Monday, problem was back on Tuesday, called 800-347-3288 and was told they could get someone out here a week from Friday!!!!! Will be without service for two weeks at that point!!! I have a protection plan too!!! Lot of good it does. A supervisor named John at ext LKC0079 basically told us to stick it, and that was the way it is. By the way, this John must be one of the owners because when asking for his supervisor, he stated their is no one above him. Good Luck out there. Will be switching to Comcast as soon as my contract is up. By the way, because of poor service we can't even cancel our subscription. I will not go back to Directv.

    grace 5/1/09 1:52PM

  • I had service through Direct TV for a year. In September of 08 I called to cancell because I was moving. They told me that the service would be disconnected on 10/02 and that someone would come to my residence to pick up the receivers on 10/06. No one ever showed so we put the receivers in storage. Then in December of 08 I got a bill for $1100.00. When I called customer service they said it was because I did return the receivers. CS stated that they do not "pick up" the receivers the send out FedEx boxes to return them in. Then about 3 weeks ago I tried to make my car payment and my payment was declined. So I called my bank and they stated that DirecTV debited my account for $650.00 which overdrew my account and it cost me $30.00. When I called DirecTV about it they stated that when I signed a contract that I gave them the right to debit my account 6 months after cancellation of services if the receivers weren't returned. They stated that once I returned the equipment that within 72 hours my account would be credited the amount. So I requested that they send new boxes to my new address. The next week they withdrew another $480.00 which overdrew my account AGAIN costing me another $30.00. When I called about this withdrawal they stated that it was for an additional box that they didn't charge me for the last week. I argued with them over this because I PURCHASED MY OWN BOX and they were trying to charge me for it like I leased it from them. The next day I received the FedEx boxed in the mail and I loaded up ALL of the receivers (6 total: 3 that we leased from them upon opening the account and 3 that I purchased on my own) and returned them. The next week they withdrew another $120 and when I called them about this they were unsure of the charges. They indicated that they had received the boxes. So I asked when my account was going to be credited and they stated that I would get $820.00 in the form of a check within the next 6-10 WEEKS!! I told that that this was unacceptable and that I wanted the full refund. They stated that I owed $420.00 for a past due bill. I was hung up on 3 times by 3 "supervisors" when I proved them wrong about my account. They didn't want to hear that they were wrong. It's been 4 weeks since they made the first withdrawl and 2 weeks since they received my receivers and I have not been credited my money. I've called and asked to be put in touch with the Legal Department and I'm told that DirectTV doesn't have a legal department. Lucky Me!! I've asked for a fax number to fax them some information regarding my account and they indicate that they don't have fax machines to accept any faxes.

    What kind of company is this!?!?!? Oh, and did I forget to say that I didn't sign a contract and each time I request to have a copy of my contract as well as my entire file I'm told that they cannot send me a copy? Yeah, my signature on a contract that I didn't sign miraculously enough I "can't" have a copy of.

    I'll NEVER use DirecTV again!!!!

    RippedOFF 4/28/09 12:13PM

  • Direct Tv is cheating me out of $23 per mnth in promised rebates by not informing me of the hoops I hav to jump through to get them. I have not recieved even one notification that I had to be connected to the internet t acquire theses promsed rebates. then after hours on the telephone, begging for my own account number, and doing everthing I thought was required of me they now say I am too late to recieve these rebates. They ave even denied me the rebate for automatic payments even though they are taking the money bdirectly from my credit card. Directtv,s phone service lines are practically unusable and when you can get a real person they have no power to even look at your account. I spent over an hour on the phone to talk to a supervisor only to be disconnected twice. I am reccomending that everyone I know avoid using this service untill I actually get some customer service.

    michael armour 4/7/09 11:29AM

  • I'm currently in a dispute with DIRECTV taking money out of my account that they owe back to me for a credit. It's been 2 months, hung up on numerous times by terrible customer service and you aren't allowed to speak to a supervisor and they aren't allowed to return your call. I've sent a certified complaint to the President of DIRECTV, Better Business Bureau and my credit union is trying to get the stolen money back. This company sucks go to DISH!

    Keep Trying 3/25/09 10:56AM

  • I was givien an appointment on the 11th of March to have HDTV installed on the 19th of March. The time slot was between 8 A.M. and 12P.M. The techincian arrived at 3:30 P.M., looked at my roof and said that he did not have the correct base to mount my dish on the roof. What about the exsisting dish already mounted on the roof? It needs A different base; I was told. How can a technician leave the service warehouse to install a new dish without the proper materials in his service vehical? I'll be back later on this afternoon, or you will be the first on my list for tomorrow morning. I was given a contact number for by the technician. I waited until 12 noon before contacting the technician and I got a mail-box.I called DirectTV to find out when the installer would get to my house. I was told that I would have to reschedule. What about my exsisting appointment. I did not get my equipment installed as schelduled. We don'thave the technicians available, you'll have to reschedule. It seems as if every local service yard should have a trouble-shooter to take care of unforseen incidents such as this without the customer having to be placed on the waiting list again by rescheduling. Now I have another week to wait and another day waisted waiting for an installer on the 26th of March.

    Disappointed and Very Frustrate 3/20/09 1:47PM

  • My experience with DirecTv has been horrible! I've been working with them for the past 3 months on a refund due to me and no one knows what anyone else is doing, they don't have record of any prior calls or conversations and I get the same, insatisfactory answer every time. I highly recommend NOT using DirecTv...EVER!

    hnadeb 3/18/09 6:46PM

  • I had a dreadful experience with Directv support. I was moving and attempted to get my service moved to my new address. Tech came out and stated no line of site, you will need to cancel service. Called directv support while tech was onsite and they we understand no line of state we will cancel service due to no line of site and no early term fee will apply...that was in January.

    Then in late February, I get a bill stating that I owe for all of January and all of February month's service and that my account is still active....I call and they say the account was never disconnected and the only way they can disconnect is to re-send a dispatch out to confirm that there really is no line of site...I ask for a supervisor and state that this is really an inconvenience and I am promptly hung up on stating their system doesn't say no line of site and nothing else can be done. So I call back and speak to another rep who says that is ridiculous, we can see no line of site from your January call...we will cancel the account.

    Now this morning I log into my bank account and have a $520 early term fee...Call again and they say, we can't waive the early term fee until you allow a dispatch out to verify no line of site...3 different reps state this...so out of frustration, I agree to this.

    Can anyone assist?

    Anonymous 3/12/09 10:52AM

  • I was treated very poorly by one of your supervisors Edgar. He was really rude and condescending and upset me very much. Asked to talk to another supervisor and he would not transfer me. I have been a Directv customer for six years now and have never been treated like this before.

    Anonymous 2/26/09 1:26PM

  • I hate the voice recognition phone service. It does not work well. It only serves to be highly irritating.

    Anonymous 1/31/09 1:10PM

  • we have had service with Directv every since they took over Prime Star. My servce was disconnected this morning because bill had not been paid. We have not received a bill since Oct and I have another account with then for my Granddaughter which I was paying as soon as I receive it. I did the same with other bill which was in My husband name. It took the billing Dept one hour to locate my bill. They informed me that I called on November 8, 2008 and change my address which I had not call. We have live here for thirty years why in the world would I call an change address. I don't want any part of Directv and I have alway paid my bills. It is a funny thing to me that they new how to cut off service but could not find our bill. Directv can come get thier receiver any time. I am finished with Directv

    Anonymous 1/27/09 2:16PM

  • After discontinue my service for pooor customer service and high price of tv service on 12-10-2008, which i had for approx 5 years, i was told my acct was going to be charge for my total closing ballance due, which drtv. did.my ballance was 0 ballance as of 12-17- 08. Then came a bill from dtv. collection manager lynda Sutherland,on 1-23-2009, stating i owe a ballance of 54.95 for pay per viev fight in may-07-07.( 1- years later.)wow!!!,after contacting dtv on disputing charges ,if or not i had paid for this service during the 1- year that has past of my statement billing payments status, i was told that i still had to pay .This type of buisness the public do not need. that is why people end up with bad credit.

    Anonymous 1/26/09 12:26PM

  • Fist had a 15 minute wait to talk with anyone. Talked with that person 10 minutes. Transfered to second person after 12 minute wait. Talked with that peron for 8 minutes. Transfered to third person (one could help me)after 12 minute wait. Total wait time before customer service started 57 minutes. I watched a whole episode of house waitng for service.This was last night. All of this was to get a service call that didn't fix the problem the day before. I am now waiting for the local service to call me to make an appointment. I was promised they would call before 9:00am. It is now 10:30am and I am sitting by the phone and can't leave the house. John Weems Venice Fl

    weemsjohn 1/16/09 8:33AM

  • I echo EVERYBODY's comments that Direct TV has the worst!!! customer service. I have tried for 2 days to get a hold of a customer service agent to get a new access card. I was transferred to a "specialist", but disconnected each time. I am now on hold for an hour to cancel my service!!!

    Furious 1/2/09 12:05PM

  • This is without exception the worst customer service I have ever encountered in my life. The problem is not getting someone on the line. The problem is getting them to do things. I wanted to cancel the service and it took 6 people on the first call before the call ended in deadspace. It only took 2 people on the second call before the line went dead. On the third call the guy had me on hold for 10 minutes but he told me he closed the account. I will believe it when I see the final statement. All in all the whole experience took 1 hour on the phone, 9 directv people. At least 3 of them tried to convince me to stay , offering all types of discounts. I have a feeling the whole charade is set up to keep you as a customer at all costs. In my case it backfired. I don't think I will ever consider Directv for tv service again.
    Installation was also a nightmare, it took many, many calls to get the correct programming. It's been a year so I don't remember all the details, just that is was very difficult to get things done. But at that time you are a new and hopeful customer so you take it all for granted.
    I am now with Brighthouse who also offer internet and phoneservice for the same amount as I was paying Directv for tv service only. Sofar so good.

    Orlando 12/31/08 4:38PM

  • My advice is to stay away from Directv. We have been customers since 1998 and always had great service until the last year or so. When we moved they offered to provide two free upgrades. What they failed to mention was the upgrade comes with a 2 year contract that they will NOT let you out of. Did I mention this supposed contract is no where to be found. Never signed it is just verbal according to them. If you cancel early they will charge 480 dollars. This is why they are so eager to help you out. Apparently they can't keep customers because their service is so bad so they have to strong arm and manipulate people to become lifelong customers unbeknownst to themselves. If you do have Directv DONT TAKE A FREE UPGRADE. It is a total scam!!!! Also when the subcontracters came to my house to install the recievers they damaged my property and never finished the installation. DIRECTV doesn't care. The only thing they care about is to tell you about your 2 year commitment. Pathetic!!!!!!!

    DoopedbyDIRECTV 12/29/08 11:04PM

  • they are horrible. i started to place an order and then cancelled it because of lack of local programming. i was assured everything was cancelled during the orginal phone call. Since then i have spent 5 hours on the phone suffled between people who cant help me and dont seem to care. All i am trying to do is get money back they charged against my credit card that should never have been charged. Conveiently now they can find no record of my account. This is the worst customer service i have ever received. Do not use directv.

    Anonymous 12/29/08 11:53AM

  • I've been a customer for a decade now and over the last 18 months to 2 years I've had nothing but problems when calling. For ie. I had a receiver that went bad and I had to make two phone calls and talk to about 7 different people. Each one telling me that I need to talk to somebody else. I was also hung up on by one of the customer care representatives.Everytime I get off the phone with your company I feel so angry and wonder why it has to be such a hassle to get things done. If it wasn't for NFL Sunday ticket I wouldn't have Direct TV!!

    Chris 11/15/08 11:57AM

  • This number really works, thank you! I actually got to speak to a live person in the USA -- no foreign accent! I was on hold for quite some time -- about 20 minutes, but at least I was able to finally speak to a person. If any other service offered NFL Sunday Ticket, I would definitely switch....DirecTV's customer service is horrible....actually, there is NO customer service!

    Anonymous 9/21/08 11:09AM

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  • All I can say is I live in NW FL and the service and customer service is GREAT!!

    Anonymous 7/29/10 10:21AM

  • I just hooked up service 2 days ago and although in my order I said I wanted the internet hook up, it wasn't done at installation. I called today and spoke with Kathy (Badge #3ACSHORT) who handled my call with great customer service. She was knowledgeable and very personnable. She didn't charge me any of the extra fees or installation.

    I have read some of the complaints on this and other sites and I just have not had the same problems. They came out 2 days early to install the system - which was great. The installer was very nice and polite.

    maew 7/7/10 3:44PM

  • WOW! Direct has been great since I've gotten it. Your personalized service is awesome.
    The main reason why I first got Direct was because you guys carried Link TV (ch. 375).
    This morning I woke up to see you now have Free Speak TV too (ch. 348). That leaves no reason what so ever for people to stick with the Dish. The one and only complaint is I wish you guys would create a separate, or an additional pay package for your 11 religious and music channels--I don't need those and would love to drop them. THANKS! Damian James.

    Damianna 7/4/10 7:55AM

  • Purchased another satellite box and had to rely on two of your Techs for about 30 minutes before I got it right. They were extremely patient with me, very knowledgeable and very polite.

    Winkypoo 6/27/10 1:29PM

  • Just spent less than 20 min on phone with 2 awesome customer service reps that resolved all issues. Good job, ladies.

    fancione 6/27/10 12:52PM

  • Justin from South Dakota gave me some suiperior service this even under difficult circumstances. he showed so much patience.
    David F. Messina
    dfmessina@comcast.net

    Anonymous 6/23/10 9:27PM

  • Just got my dvr to work with the tv and remote. It took two tries of resetting to get the dvr/tv/remote to work. I talked with Renea in Texas and she was very helpful. Thank you Renea in Texas.

    Judy9569 6/8/10 7:47AM

  • Customer service is the best they forwarded me to someone who could help me with my problem

    Anonymous 6/5/10 11:00AM

  • Today, June 2nd, Eric was at our home for service. It is a pleasure to deal with Direct as Eric is considerate and efficient.

    Anonymous 6/2/10 10:28AM

  • Techs at Directv have always been able to solve problems efficiently and within reasonable time frames.

    If price were the only issue, I would switch to Dish, and maybe one day I will, but as long as DTV performs to my expectations, I'll stay a customer.

    Anonymous 5/21/10 5:45PM

  • Honestly, I have never encountered better service than with Directv. They have always been helpful, have saved me bundles of money. I was just recently thinking of switching over to Fios. When I called Directv, they gave me a wonderful deal and saved me over $300.00. And this isn't the first time. My oldest boy ways that he has saved $1,000 of dollars over the years with directv and just is thrilled. Truly the best customer service anywhere! Just can't say enough about how good they are!

    Lee 5/4/10 8:59AM

  • I have had some issues with Directv in the past and can agree to some extent that some of the reps are unqualified. I do however have to say that does not go for all of them. Today I called to transfer my service and spoke with Candace. Candace was very professional and helped with all my questions. She informed me she could give me a free upgrade on one of my boxes but before she processed the change made sure I knew it would automatically sign me up for another 24 months. I did express to her that I was considering not renewing my service when my contract is up in December. I asked her if there was any promotions going on at this time and she offered my 6 months of Showtime and Stars for free! So like I said while I agree there are bad reps in this company as in all companies, Candace does not fall into that category. Thanks Candace!

    Anonymous 5/3/10 11:06AM

  • Just want to put in a good word for the customer service rep who helped me set up our DirecTv service for the summer on April 30. (He was in Oregon.) It was the easiest year yet!

    sunnymacmillan 5/1/10 12:29PM

  • I've been a DirecTV customer for almost 15 years and have enjoyed good service. I suspect lots of others have as well. It is always easier to get motivated to complain than it is to compliment, but today I had the pleasure to work with Jennifer (ID # 100443268) who was extremely patient and helpful. I'm sorry to read the comments of those who have had trouble, but I want everyone to know that they should not brand all DirecTV support staff.

    Thank you Jennifer for great support and patience.

    D. R. Peterson

    Anonymous 4/14/10 1:36PM

  • I had problems getting my receiver to work after I had disconnected the cables from the TV and the receiver. I called and asked that a technician be sent to my home to help me reconnect the different cables in the correct position. The sudtomer service Rep told me that it would cost me to have a technician come to my home so he would help me over the phones as there was no charge for his help. He was unable to help me after exhausting what knowledge he had so he very politely told me that he would have to transfer me to someone with more knowledge. The lady who came on worked with me until finally I was able to get my TV and receiver to start working again the way it was before I had disconnected them. They were both very professional and I thank them both for saving me from having to pay for a technician to come to my home. Thanks to them both for showing me that DIRECTV have people that really care about their customers. I see no reason for me to change from DIRECTV anytime soon as I have been a customer since 2005.

    Margo 4/14/10 9:23AM

  • I had to phone to take off our free 3 months of awesome showtime. Just a suggestion Direct TV would even be better if they continued my free Showtime.
    Katie gave me service..and she gave me excellent service.. thanks again for the free programs.. Showtime

    Kadie 4/12/10 7:47AM

  • Hmmm...had to call DirecTV as they were shipping equipment to my address for someone I don't know. I'm a cable subscriber and have never had any kind of satellite. Called the 888 number listed above, followed your instructions and reached a live person rather quickly, on about 9:30am Saturday. She was very courteous, took my info and said that they would stop the shipments to my address. Also told me to disregard what had already been sent. Even ended by telling me to "have a good day, sir."
    Sounds like this is the exception rather than the norm, or maybe they are actually listening to customer feedback and trying to improve.
    I have no affiliation to DirecTV and am simply reporting my experiences.

    CraigW 3/20/10 9:45AM

  • I would just like to take this opportunity to Thank Cliff Foster of Missippi Customer Service I couldn't get my T.V. reconnected after moving my TV to paint & he walked me through to whole process & we got it working again YEA...
    Also I just love my Directv DVR the best thing they ever came up with It's just awsome

    I've never had a problem with the service from you guys... Thanks for your service keep up the good work.

    Mrs. Moore Longwood Fl.

    Mrs. Moore 3/4/10 6:50PM

  • I just spoke with Lorry (Laurie, Lorrie, other?) and she did a stellar job of helping me with my reception problem (still in process) She is a credit to your organization and I think she deserves a gold star. Or better, a raise.
    Thanks!

    Henry Ariail

    Anonymous 1/29/10 9:39PM

  • After calling the main line and going through 5 minutes of call prompts, only to be given another phone number which I couldn't find in any of their literature or work orders, I had to go through another 5 minutes of inane computerized call prompts to get to a human being.
    This person was extremely helpful and patient. I was able to rectify my problem
    with her assistance. It turned out to be a defective powerstrip (mine), and not their equipment. If I could have gone DIRECTly to a human being I could have saved a lot of time and agravation. Direct should have a line available for people who have already gone through the reset procedures listed on the screen.

    Problem solved but reachability 1/21/10 12:40PM

  • I have been with directv since april of 09 and have had nothing but problems until today.... First I would like to let you know of the problems I have had.

    First off I did not get what I wanted at first meaning HD box and dish. This took some phone calls after the installer left my home. When I did get this taken care of the tripod that I paid for which cost me 65.00 dollars was taken by the next installer that came to my home. The frist guy was a sub contracter for directv the second guy worked for directv. He replaced the tripod with a steel pole and took mine. This did not sit well with me. Since then I have had directv at my home 3 different times a total of 5 times. Many phone calls have been made to 800-531-5000. This number is a joke if you are looking to resolve real problems not simple one's. I have been hung up on and of course the drop call here and there. I would say I have been on the phone with a total time of 8 hours, NO JOKE... So today when I called about my bill being to high, double what it should be I talked to a supervisor hahahaha and was put on hold for a transfer hahaha. 30 minutes later I hung up and called 1-310-535-5000. I then told the person that picked up the call that I am having problems with the customer service people and have had enough. She put me on hold for about 30 seconds and a real person in charge took my call. I told her all the problems I was having and keep in mind there are many more than I have listed. All in all this took me a good 5 min to explain. She then told me she was so sorry for the problem I have been having and that she was going to help me. I now have a credit of 149.66 on my account. WOWOWOWOWOWOW unreal I am so happy. For months I have been sick with directv and had the feeling that such a big company and little old me who cares right. Well wrong, pass the bs and go to the top. Once again don't call this number unless you have had enough and if you only have a real problem. If you call for any other reason you will only ruin it for the people who really need to be taken care of. I hope and pray all my problems are over and if not I now know who to call. Good luck to all of you. My rating below are for the number that took care of me. As for 800-531-5000 all the get is 1 thats it all ones.

    ronin9674 1/8/10 12:24PM

  • The female I spoke with did a great job
    and enabled me to program my new
    sony using Direct TV remote only. I didn't
    get her name but thanks!

    Lucille Galli

    Anonymous 11/4/09 8:19AM

  • I put through a call to your customer service office at around 4:30 PM Alaska time.
    One person hung up on me and another could not help me at all. I was becoming quite frustrated by the time I was transferred to a young man by the name of Josh from your Albany, Georgia office. Josh deserves a raise. He was certainly the friendliest and most polite person I have talked to in your customer service area. He was able to resolve one problem and then immediately resolved the second problem. He never put me on hold and asked questions in a very professional manner. Again, I say that this young man is an outstanding employee of yours and should be recognized for his efforts. GIVE HIM A RAISE!!!!
    Sincerely,
    Mrs. Richard Collier, Anchorage, AK

    Anonymous 11/2/09 9:14PM

  • My TV did not work. Kept getting "favorite list "over and over.Tried to fix it...no dice.Also "satellite 771 "
    Called direct TV at 8am Monday morning. Was transfered 3 times to , Ken,Terry and Trudy.
    They all were very helpful and courteous.
    they worked with me for 3 1/2 hours to no avail.To morrow someone is coming to my house to fix the problem.(no charge !)
    So,after reading all the negative comments
    I thought I would let you know a good report.

    fufu 11/2/09 10:19AM

  • We have been satisfied with DirecTv. We are full-time RVers, so had some trouble resetting the dish with every move, until we finally learned how to do it. The initial installation crew did not provide us with adequate information, but subsequent service calls got us all the help we needed. The information provided on this website, about how to speak to a real person, by repeatedly saying, "Operator", has been most helpful. We are happy.

    Happy Customer 9/5/09 3:47PM

  • I've been a customer for years and I've never had a problem. I routinely change my configuration, but I do the hardware work myself.

    Snacktime 8/5/09 10:07AM

  • Just got off the phone with Nathan at DirecTV. It was easy to get throug to tech support and he was very helpful.

    We ran some systems tests and found a possible cause to the problem (pixilating and signal loss). So far so good.

    Anonymous 6/30/09 1:55PM

  • I can not tell you how much of a change in your customer sevice compared to Dish. I had several questions and a small problem. The service tech. I talked to was very helpful and for a change I could understand what he was saying.... Hearing English was wonderful.
    I don't normally write comments to anything but I was so pleased I felt that I had to.

    Thank you so much.

    Anonymous 3/25/09 4:13PM

  • THE HELP GOT WITH AN ONLINE PERSON: SHE WAS VERY KIND AND; SHE KEPT HER COOL WHEN UNDER PRESSURE. MY SERVICE HAD BEEN DISCONNECTED
    AND I DID NOT REALIE THAT I HAD MISSED A
    MONTH IN PAYING. THE BILL DID NOT SHOW THIS
    SHE WAS VERY PATIENT IN EXPLAINING EVERYTHING. I WOULD RATE HER A 10 ON A SCALE
    OF 1-10.

    MARTHAS455 2/15/09 2:56PM

  • My remote control stopped working. New batteries did not help. DIRECTV sent a new remote control. I tried to follow booklet directions and got things so messed up that nothing worked.
    I called customer service. A VERY patient young lady walked me through several procedures which unmessed what I had done.
    Thanks to her expertise and her willingness to help me, we got the new remote working.
    I commend her-and DIRECTV-- for their willingness to help, and the patience to put up with me.

    ontact help 2/13/09 9:38AM

  • Mr.Chase Carey,
    Thanks for the 3 months of Shoetime. Never had Shoetime before and it might be something I might subscribe to later.
    While I am in a thank mode, I would like to thank you for the free HD DVR you sent me a while back to replace my defective HD reciever. Your Tech Support team I talked to were very professional. What took place was I kept loosing my HD signal so I called and talked to a Chelsey #414153 and also a Mike 413594 and they tried to fix my problem with no avail. After several attempts they reviewed my past longevity and pay record and decided to replace my HD REC with a HD DVR REC. I am really happy with it and I might get my Wife one for her room. Thanks again, and I will continue to promote DIRECT TV in my neighbor hood.

    Most Sincerely,
    Richard B. Nicolas

    dixie 2/10/09 7:54PM

  • I think that Directv has great service. We have been with them for almost 10 years, and have never had problems. In that time, we have moved twice, changed services, bought the NFL Sunday ticket, and had to have receivers replaced. Yes, when you move or need to get a new receiver, etc you do end up extending your "contract", but you also aren't paying for the thing that you got most of the time! I find this a better option, personally!

    Jennie 1/31/09 8:26AM

  • I called Directv customer service and reached a person within a minute or so. Spoke with Jeremy and he was very helpful. I have a new remote in the mail and will have within 3 business days. No complaints here.

    cunamnt 1/8/09 1:17PM

  • The directv customer support number 888-777-2454 was VERY helpful. They walked us through the steps of installing our new tv.
    I appreciated it very much. Dont listen to these idiots talking about all the FAKE problems they have just to make directv look bad.

    Anonymous 1/1/09 8:13PM

  • I HAVE DEALT WITH DIRECTV SINCE I WAS SWITCHED FROM 'PRIMESTAR' IN 1999. I HAVE NO COMPLAINTS WITH THERE CUSTOMER SERVICE. THEY ARE REALLY FAST AND SUFFIENT. I'VE NEVER WAITED TO SPEAK WITH ANYONE OVERSEAS NOR SOMEONE I COULDN'T UNDERSTAND. THE ONLY PROBLEM IS THE BILL GOING UP, BUT THEY HAVE BETTER PLANS THAN CABLE,(COMCAST) AND DISH NETWORK.

    GLAMB 11/7/08 11:04AM

  • I used the trick "operator, operator, operator...." and the rep came on the line and helped immediately. I seriously did not wait 2 minutes on hold and the peson knew how to answer most of my basic questions.

    chmqt 10/28/08 5:13PM

  • Submit your comment >>
  • I work for Directv and yes mistakes are made but in every mistakes are made. I have been subjected to death threats, called names that I did not know existed. My children's lives have been threatened. I have had to stay on the phone for over 45 minutes while I was repeatedly cursed with vulgar names. Wake up, read a a contract, we do not promote any thing that the customer is unaware of. Most people do not read the fine print. Get a magnifying glass, but most of all it is television. After I am cursed repeatedly I wonder how does this person treat his neighbor. The customer services representatives do not deserve the vulgarity that is bestowed on them. I have worked for many businesses and I can honestly say the customers of Directv are the meanest people in the world. It amazes me that after you curse me call my children name tell me to die that then you want a credit.

    Anonymous 4/10/10 5:53PM

  • Direct TV — Well, since what I am about to say is probably confidential and proprietary, then I will not post my name or the center for which I work. I am a former supervisor from an outsourced call center that took DTV calls, and currently I am a technical agent at one of DTV'scall centers. I have spent some time reading the posts here and elsewhere, and while there are some valid complaints (we would be remiss if we assumed that a company of DTV's size was completely without fault). However, more often than not, the issues posted on-line are due to confusion and ignorance of fine print policy, as well as industry standards.

    First, one of the most common complaints that I hear about is regarding the "invisible" contracts. While I can sympathize to a point, more often than not the anger regarding these contracts is misplaced, as the customer agreement clearly outlines the policy, (this policy is available in its entirety on Directv.com, and I would highly recommend that all customers or prospects read the ENTIRE document BEFORE you sign up. This should be standard practice anyways...). Most customers are not aware (again, at their own fault), of the fact that the receivers that they "purchase" are not theirs to keep but are, in fact, leased. This includes the receivers acquire from Best Buy or other authorized retailers. The prices are exactly the same (around $199 for a HDDVR) regardless of whether one leases from Best Buy or directly from Directv. The fact is, the cost of a receiver (anyone who has bought a receiver can attest to this fact) is much higher than the one time lease fee, closer to $350-$500 for a HDDVR. We do not charge a monthly fee for a lease for any receiver. We do, however, charge a mirroring fee, regardless of owned or leased, for every receiver past the first one. That fee is $5 per extra receiver. The advantage of leasing equipment is that we can reduce our costs, and therefore replace your busted receiver for free instead of making you purchase another one. However, because of the fact that we live in an age of limited accountability, it is impossible for us to determine if a receiver is faulty due to a malfunciton or an intended cattle prod (yes, it happens FREQUENTLY). Even so, we still cover the replacement receiver, but we think its perfectly reasonable to ask that you cover the shipping. After all, our property was working fine when we sent it to you, and we aren't making you pay for the damages. The downside to this lease is that it DOES carry a 24 month agreement, and this is how we can discount the cost as far as we do. This is not just DTV, but many other companies do this as well. The cell phone industry is a perfect example, and anyone who has tried to cancel their cell phone service early will tell you, this is a common practice in today's economy. Welcome to America. Remember the adage: let the buyer beware. Read the fine print like Mommy and Daddy told you to...

    Again and again, I hear complaints about the protection plan. $5.99 seems like alot, until you get a clearer picture of the situation. Again, we are not the only company with such a plan available for our customers. A broadband CABLE provider in my area charges $2.99, and again this is an optional plan. I have had many different providers in the past, and this is commonplace in this industry. Time and again, when I inform our customers that it will cost $49.95 for a service call, I get the same complaint: "You mean to tell me that you are going to charge me for fixing your equipment?". What they don't understand is that the ONLY equipment that we own are the LEASED receivers and that EVERYTHING ELSE BELONGS TO THE ACCOUNT HOLDER. Let this sink in for a moment. That's right, the FREE dish, with the FREE LNBs, and the FREE multiswitch (or the much more expensive SWiM equipment) and the FREE cabling, all installed for free, more often than not, belongs to you. It is now part of your home, and again we cannot be held responsible for customer negligence, or even the chance thereof. While MOST customers are very honest, it is still unwise for us to cover the cost of repairs to a system that no longer belongs to us. We do, however, provide a 90 warranty, so if ANYTHING happens to your system in those 90 days then PLEASE CALL US. The protection plan covers service calls (UNLESS the issue is customer caused. Again, NOT OUR FAULT), the shipping on receivers (just in case) and even the remote. That's right, if YOUR remote breaks, then you must pay to replace it unless you have the protection plan in place. This is not a deceptive practice, but instead another OPTION for our customers. If you have the balls to go without the protection plan, then don't whine when YOUR equipment fails.

    Alas, most of the postings here reflect the same tune over and again. Poor customer service. I have customers try to bully me on a daily basis. What customers must understand is that this is not a problem exclusive to DTV, but instead inherent to call centers in general. I have been in customer service for a significant portion of my career, and as any customer service agent can attest, the customer is NOT always right (GASP!!!). There, I said it. the cat's out of the bag, and now we can start setting things right. Most customer service agents will agree that the customer is not always right, but their job is to tell the customer that they are wrong while making them believe that they are, in fact, right. The idea of a never faulty customer comes from a marketing campaign from many years ago, and now our whining populace of consumers think that they are entitled to anything that they want. Guess what, if you try to bully an agent, they won't hang up (we have ways of making you THINK that we have), but you will make things harder for yourself. Once again, this idea is not exclusive to DTV, but to MOST companies in the world. The fact is that DTV has switched their primary metrics for their call center agents. Outsourced call centers enforce Average Handle Time (the length of the call, measured in seconds) as the primary metric by which to measure the performance of their agents. This is because the more calls that they can take, the more money they can make. The downside is that the customer service goes out the window and the agent is only looking for a quick fix to get you off their phone. As a result, a simple issue might be mishandled at the hands of an inexperienced agent, only to be further bungled down the road until the problem takes much longer to straighten out than it should. By the way, call centers in general experience extemely high attrition (mostly due to abusive customers) and therefore it is difficult for ANY company to retain their employees. A direct result of this inherent problem is that more often than not, the agent with which you are speaking is inexperienced and scared to death of you. I was long ago, but no more. A while back, DTVs focus was first call resolution. This means that you would call in and get the results that you were entitled to, but since it took longer to solve an issue you would have to actually wait on hold longer, and this would make people more angry (making it harder for us to HELP you) and therefore, upset customers would complain about this. So, sometime ago, (not sure when) DTVs focus shifted from first call resolution to AHT. As a result, we can get to you faster, but then again, customer service goes out the window. The simple fact is DTV, as well as EVERY OTHER CALL CENTER FOR WHICH I HAVE EVER WORKED, uses on-line references to tell us what to do and say. Yes, that's right. We use scripts. Be thankful if you get an agent that disregards these stupid scripts and actually tried to focus on fixing your problem. The reason that many customers feel that they are getting a resolution forced down their throat that doesn't make senseis because that is actually the case, more often than not. The fact is, our quality department will penalize us for NOT running through their stupid scripts. I won't go into details, but the on-line reference that we use is sub-par at best, and this drives up our AHT as we have a difficult time just FINDING the issue in our tools to resolve it for you. Again, experience is key here, as tenured agents are hard to retain and hard to come by. DTV is a great company for which to work, but the customers make this job unbearable.

    The fact is that since day one, DTV has set itself apart (at least, for me it has) by focusing on customer satisfaction. We even have a several hour course that we are required to complete during training on customer care and how to interact with customers. As you walk through the center, you see posters, banners, and messages everywhere, all screaming the same thing: The customer is the MOST important part of our company, and customer satisfaction is the most important thing to our company. When the customer comes first, the customer will last, they say. Our QA department focuses on only 2 aspects of the call: relationship (how the agent will affect the business relationship with the customer) and resolution (whether the solution was appropriate for the customer). ANY thing that could POSSIBLY negatively affect ourrelationship with the customer is marked against us. Don't get me wrong, just because you THINK that you are right doesn't mean that we are going to throw credits at you just to satisfy you. This would negatively affect our relationship. The fact remains, no matter what we do, no matter how much we care (and we do...by the way), we are just not going to make most people happy. FYI: going back to the service call issue, it costs us more than DOUBLE to send out a tech to repair YOUR equipment. About a year and a half ago, we even DROPPED the cost of our SCs from $79.95 to $49.95, JUST TO MAKE YOU HAPPY. Based on the posts herein and elsewhere, even this is not enough.

    As far as the rebates, I have no idea. I do know that one of the biggest obstacles to our billing agents is the ignorance of our customers regarding our billing policy. Most customers believe that we bill re-actively, for the previous month. I don't think so. Instead, we bill for the upcoming month. For example, if your bill is generated, say, on the 4th of the month, then the bill you are paying is from that day until then next 4th. This means that you are paying for the upcoming month, not the previous month. Therefore, if you ever lose your services midmonth (such as when YOU don't pay your bill) then you get a partial credit to cover the difference, because we aren't going to charge you for service if you are cut off. However, the downside is that when your services are cut back on, your going to regain the remaining charges to cover your precious TV until your next bill. Since you probably didn't pay this difference, then it is simply tacked on to your next bill, where your next month of service is being charged there as well. Do you have any idea how hard it is to calm down a customer that just doesn't understand this? Do you even have the slightest idea how hard it is to educate the customer on this (industry wide) pratice AND get them to pay their bill AND get them to like it? All in under 10 minutes? No wonder attrition is so high in call centers.

    FYI: when you call, asking for a supervisor is a BAD idea. Its not a matter of authority, its the simple fact that supervisors are not accountable for AHT and will NOT budge on the policies. Also, more often than not your not even talking to the supervisor, but instead a more tenured agent standing in while the supervisor is busy. No offence, but customers have threatened our lives, screamed obscenities, cursed our mothers, and been EXTREMELY abusive. Why in hell would we care if you get your tv on at that point? If you want results, respect the agent (NOT just DTV, but customer service agents EVERYWHERE), be nice, firm, and polite. Respect their primary metrics (AHT, Quality, and CSAT) and they will do ANYTHING THAT THEY CAN FOR YOU. We will beg our supervisors to give you credits, we will provide special offers that are available to all customers (we don't provide them to abusive idiots, quality be damned) and will go out of our way (even risking AHT in the process) just to make you happy if you are polite and courteous. Trust me, people who get yelled at for a living will bend over backwards for the nice people in this world. Trying to bully an agent, especially when its YOUR FAULT is going to tie up the phone lines and make your life even worse. Guess what, the reason you were on hold for so long is because some jerk was arguing a lost cause with an agent for 40 mins and then the supervisor, all because he thought that he was always right instead of paying his bill, or letting the agent help him fix his system.

    As always, read the fine print on the agreement before you sign the dotted line. Yes, we retain credit card information on file, because we are trusting you with hundreds, maybe thousands, of dollars worth of equipment and we are going to retain ANY information given. That means addresses, phone numbers, names, social security (we NEVER ask for SSN when troubleshooting systems) and credit/ debit card information. That way, JUST IN CASE someone DOES rip us off (HAPPENS EVERY DAY, FYI...) we have some means of recovering our losses. Welcome to America, where this is practiced every day with most companies in the country, and even the planet. As always, I would advise you to research your business partners (TV providers, cell phone companies, etc...). This should go without saying. However, considering the current economic crisis, it really doesn't surprise me that customers have no f*cking clue what they are doing when they sign up. You have been warned.

    DTVEMPLOYEE 4/7/10 2:28PM



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