This was my letter to direct Tv after the worst customer service i have ever received.

I have been a direct tv customer for about five years now. I have enjoyed my programing and have had no complaints till today. Just to give some background information... i had a regular DVR receiver and called to upgrade to an HD DVR receiver. When the service technician arrived he had a work order that was wrong. It was an order for a regular HD receiver and a relocation of our other receivers. While the technician was here i called to have the work order revised to make sure it was correct. The technician spoke to the customer service representative and had the order changed. He began to do the instillation of what i believed was an HD DVR receiver. Turns out it was only an HD receiver. I didn't realize this till the next day when i tried to program the receiver to record a show. So i called back today and spoke with a customer service representative who informed me that it is my responsibility to make sure that the technician was installing the right equipment and took no responsibility for the error that was made. I was then informed that if i wanted to receive the HD DVR that i would have to pay the full price of another instillation and full price for a HD DVR. I asked if that meant i would be refunded for the services and HD receiver that was wrongfully installed in the first place, i was told that they couldn't do that. So they want to charge me for HD DVR upgrade, instillation, shipping and handling of the new HD DVR equipment and will also be charging me for the wrong HD receiver, instillation, and shipping and handling from the receiver that was installed less than 24 hours ago. I had asked to speak with the supervisor who reinforced that it was my fault that i let him install an HD receiver (which i believed was an HD DVR receiver at that time). He was extremely rude and demeaning. I have never felt so disgusted with any customer service experience as i had been today. I got off the phone in tears because of the treatment i received. This doesn't reflect the customer promise that i feel you would like your company to be know for.


CUSTOMER PROMISE:
We strive to deliver the best television experience for you every day.
Committed to the principles of honesty and integrity, our employees are determined to provide you with prompt, courteous and excellent service.
We promise to do our best to resolve any issues that might arise as quickly as possible. And we will continue to develop the unique, innovative programming and services that you have come to expect and enjoy from DIRECTV.



I feel very taken advantage of right now by individuals who claim to share your views on customer satisfaction but clearly do not. I hope that this is not a reflection of how you want your company to treat individuals, and that it merely just a few bad apples in the bunch. I hope you get back to me in regards to this matter. Currently there has be no resolution to the matter. Thank you for your attention. Please get back to me as soon as you can.

You are charging me for some unauthorized PPV movies that I did not order and absolutely did not watch. Come to find out these movies were Porn. I do not watch Porn. I dont knock those who do, but I don't and find them totally degrading. I called the office back in August 2008 to complain when they showed up on my bill. I told them what I am telling you now. Supposely, they were taken off the bill. After having so much problems with some of your customer service personnel and having been hung up on several times, I decided to go back to my original cable company and I am finding great satisfaction with customer serive and pricing. Now you are trying to withhold $26.94 from monies due me months later after I called to clear this matter up. I called your office several times to no satisfaction. The supervisor was too busy or not interested enough to discuss this with me. I am outragged and I plan to take this matter to the top. I plan to contact the PUC, congressman, newsman and anybody who will listen, because I think someone else may have had these same problems. I am on a fixed income and the econcomy is a mess. I trying to survive like everyone. I am a senior citizen with chronic kidney problems. I do not waste my money on such nonsense. I would like to contact Mr. Chase Carey because I need help in clearing this matter up once and for all. I returned my receiver 8 weeks ago, now they tell me I have to wait another 8 weeks to receive money that you automatically took out of my checking account which casued my rent check to bounce and caused me other financialy difficulities. I thought going to Direct would be better than Comcast, boy did I make one of the biggest mistakes ever.

I am the owner of a duplex complex in Clayton, NC. My duplex renters have Direct TV. During installation, your technician drilled through the foundation vent causing damage that allows insect to get underneath the house and also cold air to get underneath the house and freeze the pipes in cold weather. Also damage was done to the shingles while putting the dish on the roof which has caused some water damage. I would like to know if you have had this complaint from any other home owner.

My husband died on November 8, 2008 after requesting a service upgrade three weeks after discovering he had cancer in August. The chemo was making him so sick all he could do was sit in the chair and watch Direct TV. I called Direct TV on or about March 12th to ask to close the account as I was being forced to move out of the house in which the upgrade was installed and into an apartment that does not allow dishes in or on their buildings. I was told my husband, now deceased, signed a two year contract and for me to cancel it would be a $340 fee. I tried to explain that even if my husband did sign a contract he was so sick that he did not know what he was signing and now that he is dead I should not have to continue paying for a service I can not use. The phone people were very rude and said their was nothing I could do but keep paying the bill. This seems very unfair as I am still trying to settle my husbands estate and have no extra money to pay a fee that should not be imposed.<br />
I received a bill yesterday and will pay this one but do not intend to pay any other one.<br />
Thank you for taking care of this matter!

December 2008 I looked up Direct TV’s ‘special packages’ on the internet. The package I was interested in was the Choice Xtra for $34.99 for 12 months. The package included up to four room installation, a free HD DVR service upgrade, free local channels, 3 months HD service, 3 months free HBO, Starz, Showtime.

What I got was 2 Receivers, 1 DVR service that they are charging me $6.00 per month (this was supposed to be free), Showtime for 3 months and I did not receive HBO or Starz. I had a 2 room installation and the local channels.
The very first bill I received was for $130.99, this was for 12 Jan. 2009 to 8 Feb. 2009. I called Direct TV and spoke to the ‘special’ billing area someone named Jennifer. She told me the $18 had not been applied, that I was supposed to submit the rebate on line and it could take as long as 8 weeks for it to show on the bill. She said she would apply the rebate and it would be automatic.
I just received my 2nd bill and for less than 8 wks of service I was charged $165.00. I have called Direct TV 17 times. And 17 times I have been given different prices, different billing dates and different stories. Yesterday I called again and was transferred to "JOSH" who I doubt was even out of high school. I told him I wanted the package price that I was promised. HE LAUGHED and told me I was not going to get that price and if I didn't like too bad, cancel...! I was also told I was charged from the day (12/17/09) that I called to make the appointment for installation?????
Someone needs to step in and hold Direct TV accountable for false and deceptive advertising, sales contract violations for fraudulent sales and billing written, stated and implied by leaving out details or omitting facts for financial gain.
If anyone knows of a class action suit against Direct TV, PLEASE let me know...