In 2008 I started service with DirecTV.
I bought a receiver through Costco and took advantage of their rebate for new accounts. I obtained one HD DVR and 3 SD receivers for myself and my housemates. I signed an agreement for service for two years, understanding there would be a penalty for early cancellation.

In 2009 I switched one of the SD receivers to an HD receiver.
I was not told there would be an additional 2-year obligation for doing so. Now, when I relocated to another state, I cancelled my service with the intent of returning to DirecTV once I sold my house and bought a new one…but I was charged a $120 late fee and informed that I had incurred an additional 2-year obligation for upgrading my service.

Why do I incur an added obligation for paying more for service?
Why was I not advised of this added obligation?

Is this how DirecTV conducts business? Nickel and diming people with their already over-priced service?

The quality of service I’ve received from DirecTV and it’s customer support personnel has been very poor! When I’ve had problems it has taken days to correct…typically due to problems on their end with…with no compensation for time I was without service. Canceling my service was even a pain. As my roommates moved out I canceled services and returned the boxes. I was not properly credited for returning my receivers and charged for not returning them, until I called and had them do a little research. What a waste of time!

They advertise and advise "no contracts", then when you cancel they tell you of a hidden service agreement that allows them to charge you several hundred dollars to cancel your service. The only reason I chose DirecTV was due to no contracts. They have lost me as a customer for life.

I joined DirecTV on November of 2009. I was given a offer of lock your price until 2011.

When i called (After 3 months) to cancel the freebies, they told me that the price is valid until november of 2010 not until 2011 as promised. I talked to the supervisor and was told that they can make it until december of 2010 and technically that would make it 2011. I told him that i was promised for a 15 month discount (Until Feb of 2011), but was turned down.

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The Free HD offer.
I called the Customer service on June and requested them to include me in the Free HD offer. They said i need to signup for the "Autopay", i obliged and I was told that the monthly bill would be 34.99$ per month (After hte 10$ discount).

I get my credit card charged for 44.99$ on the bill date (Not the due date), I thought there might be a mistake in not giving a 10$ credit, called them, put on hold for 20 minutes then was told that i do not qualify for the offer.

I reminded her that I was told that i am eligible and was given the offer during my earlier conversation, I was still denied.

I was told that i could clal them back in November when my discounts expire, i was shocked again, as I have a price lock (supposedly) until 2011.

Bait and Switch policy is what I see here.

Yesterday I contacted your customer service department and spoke with a lady named Jamila I started off the conversation with Jamila like this. “I have one question and one question only can you beat my current service price that I am paying with WOW." Jamila asked me about my current service I advised her that I have 2 DVR's @ standard receivers and internet. The cable service premium channels are HBO and Stars with Encore. I am paying WOW 110 a month for all services. She said she could give me the same service for 96.00 and some change (can’t remember the exact cent amount) I was impressed and signed up.

You were able to come out today and hook up my order. When I came home I noticed that I received only one HD DVR and 3 receivers. I then checked my email confirmation and noticed that my HBO wasn’t listed and stars and Showtime is only good for 3 months also the internet wasn't in the price list. Being a little bit optimistic I called to speak with someone and to fix the order issue. I spoke to batch number 1000438173. He told me that I would have to pay and additional 100 dollars to get the DVR and that after 3 months the Showtime and Stars would cost me and additional 24 dollars. Not to mention that he had no idea what my total bill would be with my internet as well. I then asked to speak to a supervisor, he refused to let me speak to one. He also implied that I was making this whole thing up. Which I found really rude, I then asked to cancel he had the nerve to tell me I was giving up and excellent package. I let the gentleman know that I am giving up a package that I didn’t ask for. I asked to cancel again and was transferred to Simon. Simon started to tell me that I was wrong again and that the package I got couldn’t be the new customer package. At which point I let Simon know I never asked for the new customer package I had no idea what the new customer package was. What I do know is what I and Jamila talked about can you beat what I am currently paying. Simon apologized for the mix up. He canceled my service as I requested.

I would rather pay 10 dollars more for the same service if I it’s with a great company who owns up to what they say they are going to do. For the almost 36 hours with your company. This has left such a bad taste in my mouth. The reality that your sales rep can quote one thing and send another plus nobody make good on the original deal is sad. Accountablity must not be part of your customer promise. I don’t want a handout. I do want great customer service. So I will stick with WOW. They may cost a little more but their call center workers offer customer service. You offer company service. That is where your workers only work for you the company and I the customer am not much more that a phone number to look up my account.

My wife ordered Direct TV with the NFL Sunday Package and 2 Year contract for my birthday. She set an install date and even noted on the notes that we already had a 4LNB dish on the house. The install day comes and noone shows up in a 4 hour window so I call them. I get a person on the phone and it takes them several minutes to discover what is going on. They then tell me that there is a past due amount from 5 years previous. I tell them that is impossible as all bills were paid and the contract had been honored. She proceeds to tell me that the outstanding balance is $357. What? I asked if I was on candid camera... I then ask for an itemized statement of the charges and she tells me that I was sent a new DVR and I owed over $150 in service charges. I then tell her that we never recieved the DVR because we were offered a great deal with another company and they were not being competetive at the time for current customers (only new). I tell her there must be some kind of mistake and that since we did n0t receive any new equipment that I would pay the difference of equipment charge and service charge. She says that this is not possible. I get a supervisor on the phone (suppossed). I run through the above and also mention that we cancelled or previuos service with Dish and that we are having a get together for the first weekend of football and I have no TV. This lady sounded like she could care less and said that I would have to pay the entire $357 to get their service. I then tell her that she is crazy to dispute a 5 year old bill with me because I am willing to nearly split the difference and sign a two year contract with them to give them more monthly revenue at at least $80 plus dollars a month and we already had a dish on the roof. She says that is the best they can do. I tell them that it is definitely their loss and they will not ever be getting my business or anyone I can reach. What kind of company is unwilling to take a persons money after they have already completed on record a full contract of service and at the same time lie about sending equipment and that service charges were not paid when you are even willing to meet them half way to save a relationship. This kind of customer service will be the demise of them as more people discover their unethical ways. Word of advise... Get Dish Network this fall when the new 922 slingshot DVR is released. Dish has always had the best equipment and now the offer Red Zone for 5.99 per month with a $70 plan. Hope this helps someone out there. Thanks, Mark Edmond, OK USA Go Sooners!