this is a copy of my email sent to the ceo of direct tv

PLEASE, I NEED YOUR HELP ON THIS

I am new to your service and I was treated beyond awfully!!! to be honest with you, I was treated more like...SHIT! this treatment came from your customer service reps; your installation tech; some jerk supervisor; and a "new installations" rep!!! they all were ganging up on me and hiding behind their "regulations" blanket instead of fixing an error that was caused by a direct tv tech in the first place! I was even willing to pay, yet again, for this issue to be corrected and done right. I had to pay for a previous installation mess-up that your direct tv tech had done when I first had your service installed.


PLEASE REVIEW THE TAPINGS ON MY CONVERSATIONS WITH YOUR DIRECT TV C/S REPS TO VERIFY

I had new service installed.
my house is pre wired with cable outlets leading to an existing direct tv dish
the tech set up two boxes in two rooms connecting both to my pre wired cable outlets
the third box, he said that he couldn't find the cable outlet so he ran HIS own cable through MY FLOOR!!!
in order to make his new design work, he disabled one of my bedrooms and connected HIS cable in its place
HE DID NOT TELL ME THAT HE DISABLED ONE OF MY BEDROOMS IN ORDER TO MAKE HIS STUPID, NEEDLESS CABLE TO WORK!!!
I called direct tv c/s and had another tech come out and fix his complete SCREW UP!!!
I HAD TO PAY FOR THIS CORRECTION!!! I HAD TO PAY FOR HIM TO REMOVE THE CABLE FROM MY FLOOR AND RECONNECT IT TO THE EXISTING OUTLET!
and you know what? the damn cable outlet that he said he "couldn't find" WAS ONLY THREE FEET AWAY FROM HIS OWN STUPID CABLE!!!
ALSO, THE CABLE COMING FROM THE FLOOR WAS ALMOST HALF WAY IN THE MIDDLE OF MY DOORWAY!!!
Latter on: I went to move one of my cable boxes to my bedroom
that's how I found out that he disabled my bedroom outlet!
I called your customer service and scheduled a tech to come out and re-connect my bedroom that this tech disabled
ONCE AGAIN, I AGREED TO PAY FOR THIS TO BE FIXED!
the customer service rep entered the order wrong. apparently he entered it as a "service call" rather than an "install"
so, that same tech that screwed up my bedroom first place, came out to work on this order. he looks around and says he can't do anything because the order reads incorrectly.
WHAT!!! YOU MEAN TO TELL ME THAT BECAUSE THE ORDER WAS ONE WORD OFF THAT HE CANNOT DO ANYTHING? what is he, a robot that needs to be pre programmed?
your customer service rep said that because the order was entered wrong, the tech "wouldn't know what to do..." YOU GOT TO BE SHITTIN' ME!!!
OF COURSE HE WOULD "KNOW WHAT TO DO.." BECAUSE HE'S THE ONE WHO MESSED IT UP IN THE FIRST PLACE!!!
So the guy leaves without fixing HIS screw-up
I call customer service and ask them to send him back in order to complete his job that I am paying for!!
at first they agreed and tried to call him...hours past, so I call again. another c/s rep said that he would have a supervisor call me...
I got a call from the tech's supervisor and he totally understood what I was needing and what his employee had incorrectly done
he said that he was gonna try to get a hold of him and have him come back today.
hours pass
more hours pass
I call your customer service again...and now the shitty treatment begins.
quickly I notice how each person that I talk to starts to indirectly blame me for "entering the wrong type of service" in the order
one rep said that I personally ordered the service wrong..WTF?!!! HOW IN HELL AM I GONNA PLACE AN INCORRECT ORDER????? I DON'T WORK THERE!!!
LOOK, I CALL YOUR C/S DEPARTMENT; I TELL THEM WHAT I NEED; THEY ENTER IT; AND THAT'S THAT!
again, the c/s rep tells me that a supervisor will call me back...he does and all he tells me is that direct tv did everything by the book and all the regulations were followed
he keep getting in an argument w/ me about how he and his "people" always comply w/ Colorado laws and regulations...he kept hiding behind his code blanket and...
NOT ONCE DID HE TRY TO GET THE TECH BACK TO FIX THE TECH'S INITIAL F-UP!!! HE KEPT TALKING OVER ME AND QUOTING COLORADO CODE as scripture!!!
HE KEPT TELLING ME THAT IT WAS NOT "THEIR FAULT AND NOT THEIR RESPONSIBILITY TO FIX ANYTHING THAT HAS GONE WRONG"
HE KEPT SAYING THAT "YOU NEVER HAD A BOX IN YOUR BEDROOM IN THE FIRST PLACE, RIGHT? SO, IT'S NOT OUR JOB TO ENSURE THAT EVERY OUTLET WAS WORKING..."
GOD DAMN IT!!! THAT'S NOT THE DAMN ISSUE!!! Whether I had a box or not in my bedroom is TOTALLY irrelevant (sp)!!! THE GUY DISABLED MY OUTLET!!!
I tried to explain to this supervisor jerk who was more worried about liability than correcting an error, that the room was disabled by your tech when it shouldn't have been!!!
of course, he kept arguing w/ me about, what? Colorado codes
this jerk puts me on a three-way-call with yet another direct tv c/s rep. and of course, they stick together and gang up on me defending their tech's work and stating that I was at fault for this mess
the woman rep said that when a tech leaves "all sales are final" and that I accept full responsibility with the work done
she even said that the tech "explained to you what he did with your bedroom outlet...before he left" . WTF?!!!
HOW IN HELL DOES THIS WOMAN KNOW WHAT THE TECH TOLD ME OR DIDN'T TELL ME? SHE WASN'T AT MY HOUSE WHEN THE TECH SCREWED UP MY CABLE WIRING!!!
I DIDN'T SEE HER IN MY KITCHEN AS HE LEFT!
SHE CAN'T JUST ASSUME THAT CONVERSATION TOOK PLACE BETWEEN ME AND THE TECH...!
FOR THAT MATTER, THE TECH NEVER TOLD ME THAT HE DISABLED THE FRONT BEDROOM!!! HE NEVER OFFERED A WALK THROUGH TO SHOW ME HIS FINAL JOB!!!
I FOUND OUT ON MY OWN ABOUT MY BEDROOM BEING DISABLED AND LATTER ON ABOUT THE CABLE COMING FROM THE FLOOR!!!
So she and this jerk supervisor get into an actual argument with me about how, once again, direct tv techs follow "Colorado code and laws..." and again, WTF?!!!
I cut them off and said "...look, I just want you to send someone out here to fix this guys screw-up! that's all I want!" I just want you to re-connect what he disconnected in the first place/...THAT'S ALL
So finally she agrees to send someone out...but then...she says, "we want payment up front" OH MY GOD!!! WHAT?
THIS WOMAN SAYS THAT SHE WON'T SEND SOMEONE OUT TO MY HOUSE, TO FIX THIS IDIOT'S ERRORS AND MISTAKES, UNLESS I DISH OUT MONEY FIRST!!!
SHE SAID IT'S "POLICY" THAT "WE GET PAID UP FRONT"
If that's so, then why wasn't I charged up front when the other tech came out to fix the cable coming out of my floor?
I mean, we order cinnn movies and they are always added to the bill, anything we add on, another box, additional channels, all are added to the bill...
so, in the end, my bedroom is still disabled, the jerk supervisor and the rude woman c/s rep win...and I get nothing but shat on!!!


this has been the worst experience ever!!! I haven't posted this on FACEBOOK, TWITTER, or w/ my local news channels until you had a chance to help me w/ this issue, and help me get this whole mess fixed


Raymond LEYBA

3091 Renshaw St

Strasburg, CO 80136

ACCOUNT NUMBER: 58578522
720 249-7155

720 422-1103

Stay away from Direct TV!! They are scam artists and they did the same thing to us. They quoted us one price over the phone and our first bill was triple (3X) the price they quoted over the phone!! When I called them they told me I should have read the contract. When I asked "what contract", they said the one I signed after the installer completed the installation. I told them I thought it was a work-order they said I should have read the fine type on the back. I was then charged $450.00 for early termination. That was over 2 years ago and I am still receiving phone calls and letters from Collection Agencies. My credit was over 800 points before this incident and it has since dropped over 100 points because of this one issue with Direct TV. Stay away fom them unless you have extyra money to burn.

I was set to have my services installed on 08/16/2010. The timeframe given to me for the installer to show up was 12-4. I got a call at 2:50 saying that there were delays and that the installer would be arriving at my home in two hours. I called Direct tv at 5:15 to let them know that no one showed up and they said they would contact the local office and that someone would call me within 15 minutes later. 30 minutes passed and no one called me so I called again and spoke to the rudest customer service rep i've ever dealt with. She was trying to set me up for another call back even after I repeatedly told her that I had gone through that already. I requested her manager and after arguing with me for a couple a minutes she just placed me on hold without saying anything. Then her manager came to the line and offered to resolution. I requested to cancel and he blind transferred me to SALES which then had to transfer me to the right department. They convinced me to give them another 30 minutes to have the office call me back so I did...and of course, I never got a call. They kept telling me that their records showed that the installer was "on-site"...why would I be calling them if he was on-site. Needless to say it was the worse Sat I've had in a while and I ended up cancelling the services..


Their website talks about customer satisfaction but my experience couldn't have been worse.

We had Direct TV installed on Friday, Aug. 6th. BIG MISTAKE!! In Florida, we have a rainy season and it rains every day. The signal kept going out. So, I called last night to cancel the service after 4 days. They told me they wouldn't waive the cancellation fee and that in order for me to cancel without getting a cancellation charge, I needed to have two service calls to fix the problem. I just pointed out to them that the last two people I had spoken with told me if it rains, I may lose the signal. I asked how that problem could be fixed. I also asked if they had a direct line to Mother Nature or something!! Anyway, I ended up canceling. Then today I had to call my bank and cancel by debit card because that was the number they had for the automatic payments and that was the card they were going to use to put through the cancellation fee. By the way, I initiated the call last night at 8:59 pm. I was on hold on their automated system. At 9:20, I went and got my husband's cell phone and called them on that phone, still waiting on my cell phone for a person to answer. At 9:28, a person answered...on my husband's phone! My cell phone was still on hold!! So, I waited almost 30 minutes to actually talk to someone. Of course, that first person had to transfer me to another person who then transferred me to their supervisor when I asked to speak to a supervisor. I was on the phone trying to get this canceled for one hour and twelve minutes - most of that time was spent on hold!! Very poor customer service. The representatives I spoke to were nice, but the service itself was ridiculous!! Thank goodness I had not canceled my Comcast Cable yet. In my opinion, Direct TV is so not worth the $35/month I was going to save.

Oh, one more thing. When we signed up for Direct TV, we were at Sam's Club and were approached by a representative there. One of the things the customer service rep tried to tell me last night was that whomever signed us up wasn't a Direct TV rep! Right. He had the Direct TV paperwork, the Direct TV stickers, a Direct TV logo on his shirt, and gave me a valid Direct TV account number. Excuse me...he was a Direct TV rep!

If you're thinking about getting Direct TV - DO NOT DO IT!!!

They added HD to my bill that we never ordered and refused to take it off. When we signed up for Direct TV they told us one price for the two year contract, now our bill is almost triple. I would NOT order from Direct TV if I were you. The refer a friend is a lie. It's been months and we have never recieved anything. STAY AWAY FROM DIRECT TV!!!