How DirecTv Loses a Customer
August 26th, 2004 | Published in Support | 1 Comment
I just received a phone call from DirecTv telling me my account was past due $687.
Background: More then a month ago my TiVo/DirecTv receiver quit working. I was delighted when I called customer support and they said they would Federal Express me a reconditioned receiver for $49.95. The only catch was I had to return my other receiver. I did.
So imagine my confusion when their customer support department called me today and (1) told me they had not received it and (2) that even though the package was billed to DirecTv’s account, I had to prove it arrived. My anger only increased when I told her I was looking at the delivery confirmation online and she didn’t seem to care.
"Well that may be" the supervisor said, but "we have not recieved it." I was then told I needed to fax them the information.
So let me get this straight. They can send me hundreds of channels from a satellite in orbit, yet they can’t track a package billed to their account. My high regards for DirecTv have been lowered drastically.
November 26th, 2005 at 10:20 pm (#)
11-24-05:
DIRECTV sent me a FREE reconditioned receiver to replace the one that is 3 years old and is not working correctly. It was their idea and they said it wouldn’t cost me anything so I went for it. They coached me over the phone for 30 minutes in an attempt to correct the problem with my old one but determined that it was broken so they wanted to send me a new one.
I agreed as long as it had an optical output for Dolby Digital and the employee assured me that it would.
The new one arrived, but it did not have Dolbly digital. I called them and was told to either send it back (at my cost) or have it activated or they would charge me $155. I said that I wouldn’t pay it because I did not agree to this. I was then threatened and told that my service would be shut off if I didn’t do one or the other.
I was also advised that if I activated it then I would then be committed to another year of service and that ANY change in my service would cause this to become in effect! WHAT THE…??
Boneheads. Definately boneheads.