“I was one of the majority when it came to being fed up with Comcast. However, unlike most, I never had any of the customer service nightmares so often reported on consumer sites. My dissatisfaction with Comcast was purely based on what I felt was unfair pricing.
Our Comcast bill arrived in the mail on the 9th of this month and after a brief discussion, and a phone call to my father-in-law (asking him how he like his satellite service,) we decided we’d had enough. While I dialed Direct TV, my wife dialed Comcast. It would be our team effort to free ourselves from the service provider we’d loathed for so long. We were running into the arms of what we felt would be a kinder, gentler television provider.”
When I first spoke with a DTV CSR I wanted to name my father-in-law as our referral. When asked for his account number, I didn’t have it and I needed to call him. She (the CSR) told me that I could finish signing up first, then call back with his information at any time. She also told me that my installation could be done the next day. I was very excited.
The next day came, I took off work, no technician came. When I called DTV I was told that I was mistaken and a technician would be out in one week.
My next call to DTV was to follow up with my father-in-law’s account number for the referral. I was shocked to hear that what I was trying to do would not be allowed. I was told that notes would be made in my account, but my father-in-law may not receive any compensation.
On the 17th the technician arrived. His name was Chris, and he’s the best representation of Direct TV I’ve dealt with. He was prompt, professional, and I genuinely felt like he cared. He explained to me that because it was a windy day he wouldn’t be able to do the installation until a later date. I was so moved that he came out to deliver this message to me in person that I couldn’t be upset with him over this bad news. I was told to expect a call to reschedule and would most likely have TV again within the next couple days.
Today, after having not received any call to reschedule, I called to inquire. As it turns out, I have already been rescheduled without my knowledge for January 2nd. I needed the CSR to repeat the date. I simply couldn’t believe it. She told me I could call my local dispatch office but there was nothing she could do.
I called the dispatch office to find that they couldn’t do anything for me other than put my name on a “cancellation list”. I hung up the phone in disbelief. I thought about it “25 days without service” and apparently there’s nothing that anybody can do about it.
Finally, I called DTV customer service for the last time. Calmly and politely I exclaimed that I’d like to cancel my order. Then I hear nothing but silence from the other end. “are you still there?” I ask “yes, I’m still here” the CSR responds. Immediately I hear a loud tone followed by dialed numbers. I’m being re-connected elsewhere. A very chipper voice asks who she has the pleasure of speaking with, and I get to tell my story all over again. “Surely the premium service we provide will be worth the wait” she responds. I explain to her that I’ve had a taste of this “premium service” and I’d like no more. At this point I’ll beg for my DVR back from my local Comcast office. I’ll bet they’d have me hooked up in a couple of days. I go back on hold for what seems like an eternity before she returns to ask me if I’d like her to cancel my pending order. “Yes” I reply. “Will I be mailed a a confirmation of my cancellation?” “No, you’re order was simply ‘pending’” she says.
How true, and at that moment I realized that after spending this much time in anticipation of my new service, I never became more than just one of the thousands of “pending” contracts on Direct TV’s plate.
Having finished typing my story, I’m asking myself why I felt the need to send this email in the first place. I suppose I just needed to “unload” and “get it off my chest.” I feel better.
Jerry
We’re glad you feel better and that you now know that large providers don’t differ from one another in any meaningful way. Comcast rapes your wallet, DirecTV seizes your calendar. It’s all the same. Time Warner and Cablevision are just as miserly, as are the telecoms. With the singleminded determination of a lusty teen, they see you only as a piece of cash.
So who deserves your business? Figure out who offers the features you want, and then haggle for the best price. To steel for a return to Comcast, pour yourself a stiff drink, read our confessions of a CSR, and prepare to tap our list of escalation numbers.
(Photo: scentzilla)
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With our DirecTV we have never ever had a problem during even the worst weather (something the cable companies make you fear, when in reality I have had outages with TWC but not satellite). Wait for the special promotions when you get the DVR for free (or at leat the $50 promotions of you can’t wait for the free one to roll around). Honestly, I don’t know why people pay for the HD service. Coming from Time Warner the REGULAR DirecTV channels seem like HD to me…so vibrant and clear.
BTW the next time the cable company gives you some line about satellite being affected by the weather…ask them how THEY get the tv signals INITIALLY to send from them then through cables…(a SATELLITE)..so with their rationale, cable would be a million times worse, since it starts at satellite then has to travel all that way via cable.
@LadyCarolineLamb: Interesting theory, yet not 100% accurate. Yes, cable does get a lot of their programming through satellite. They also get a lot through microwave towers and direct fiber connections. However, the programming that comes through satellite doesn’t come through the Dish/DirecTv dishes that you see on someones home. They come through high powered commercial sized dishes (bigger than the old satellites people had in their back yards) that have a straight, direct link to the satellites (which are in a geosynchronous orbit). These satellites have heaters aimed at them that kick in at certain temperatures or for specific precipitation. They work through cloud cover without a hitch. The only time you might have reception issues is when satellites experience sun outages (caused by interference from solar radiation). This happens only a couple times a year and it effects all satellites in orbit. So, in closing, your theory that “if DirecTv’s consumer dishes are effected by weather, cable companies dishes should be too” is incorrect, although a common misconception. Bonus points for effort though.
I’ve had DirecTV for about 8 years now, and I’ve had good experiences with them. Recently my DVR broke down and I had to call the to replace it with a used one I bought on the Internet. It was a non-standard request, but it went off pretty smoothly. Even the email to support asking how to get the firmware updated was answered promptly and got fixed within a day.
Based on your profile name and posts on every cable thread, your opinions on the subject, to me, are no different than a cable advertisement. Nice try, though
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>>>”So, in closing, your theory that “if DirecTv’s consumer dishes are effected by weather, cable companies dishes should be too” is incorrect, although a common misconception. Bonus points for effort though.” by HeHateMe (aka “Mr. COMCASTic)
[consumerist.com] (HeHateMe profile)
Oh No’s! His name has comcast in it, it must mean he is a cable person!! My original name was based off of an inside joke amongst friends. It has no bearing on the facts that were stated, although I care very little to attempt and disuade you from your feelings. Go ahead and hate everything… It serves you well.
However, advertisment or truth, I guess it’s up for you to decide. No part of my statement was made up of an opinion though, it contained only fact. Ever go to the local cable company? Try their headend. Take a peek at the dishes they have lined up like a farm at their facilities. Try and attach one of those to your house… Those dishes are probably bigger than your house, or apartment. Interesting.
25 days without Dancing with the Stars. What on earth is he going to do?
I’ve had DirecTV since 1998 and I’ve NEVER had any problems with their customer service or technicians.
Sorry you guys are having bad luck with them.
Almost the same exact thing happened to me two years ago. I had Comcast at my previous residence and then I moved to a new area that did not quite have full Comcast services. They offered some packages, but they were all very minimal. So, I started looking up satellite options and chose DirecTV.
I called to sign up, they took my information and said a technician would be out the next afternoon (Friday). It was later in the afternoon around 4 or 5. Around 2, I received a call saying that the technician wouldn’t be able to make it out and that I’d have to reschedule. DirecTV said the next available date was the following Tuesday or Wednesday. I waited until that day and once again, a few hours before the installation time, I received a call to reschedule. Not once did they call me the day before or anything. Each time, I took off work to stay home so they can install the satellite.
This time, when I rescheduled, the next available date was about 15 days later.
I hung up the phone, called Dish Network, and they came out the next day to set me up. They even gave me 2 months of HBO and Showtime for switching, even though I was never actually a DirecTV customer.
The only problem I had with Dish Network is when I was signing up, they told me my Tivo would work and the technician confirmed this when he hooked up the box. When it didn’t work, I called Dish and they said the Tivo box was not compatible with the receiver.
Okay…
I work for DTV – At the Customer Service Management level.
To compare DirecTv and Dish is a travesty – albeit the subcontractors do make life sometimes difficult – its still important to understand the difference between the two company’s.
Dish markets to the sub sect of humanity that still enjoys anything above cable but doesn’t have the money to afford Directv – which is understandable because at no point do we claim to be the cheapest. But its still just that, Dish is marketed as affordable – the ‘every mans/woman’ company.
Which is fine, its the same difference between shopping at Whole Foods and Walmart; Quality.
Directv is for those men and women who really enjoy fine television.
We as a company do two things very well.
High Definition – nobody has the market breadth that we do with major networks (A big failing of Dishnetwork was buying out VOOM…golly everyone wants the KUNG FU network in HD).
Sports – Nobody gets the NFL Sunday Ticket for a reason. Its a contract that makes DTV Millions because its the best kind of contract – Exclusive rights. Don’t forget about the NFL Superfan.
Plus they treat their employee’s fairly – Free Premier services…VIP Install…Free Equipment. My location even has an on site gym and cafeteria.
So please the next time you decide to rag on Directv – Know what you’re comparing it too.
Well at least you could get an installer to come out. I signed up online for the service and and when it got to the scheduling installation part it said it was down a a rep would call me within 72 hrs to set up an appointment.
72 hrs later i called because i had not heard from them.
I was told that a work order had not been created when i signed up online, but they would do that now and I would be called back in 24 hrs to set up the installation. 48 hrs later I call back and I am told that a work order had not been created and they could do that now and the manager would call me back in 24 hrs. 25 hrs later I call and am told they are very sorry but a work order has not been created and I need to call back in 24 hrs.
They must all be hanging out in the gym and the cafeteria.
We (wife and myself) entered a two year contract (that we understood at
the time to be a one year contract)with Direct TV in late 2007. Big mistake!
I have had problems with the service from the beginning. It started with
shoddy installation that prohibited me from locking my home and protecting
my family and valuables from break in. We are plagued with downtime due to
faulty equipment that won’t even last through the contract period. When we
request service on their defective equipment, they tell us they are going to
charge us to fix their equipment. I had cablevision for 30 years prior to
getting screwed by Direct TV. This is the worst service coupled with the
worst product I have ever been stuck with in my entire life. The worst thing
that ever happened with cablevision was being down for 2-3 hours once every
year or two because of a down line. When I call Direct TV for service, they
tell me it will be a week to ten days before they can get to me. So I am
without television for that long but am still charged for it. I am also
expected to take four to eight hours out of my work day every time Direct TV
comes to my home. The last time I was told service would be performed
between eight o’clock in the morning and noon. The technician did not even
arrive onsite until 12:10 p.m. Service was not performed until after the
agreed upon time that it would be completed. That was just two week ago. Now
the service is broken again and we are told it will be another week before
they can come to fix it. How long will the FCC go on allowing Direct TV to
cheat and take advantage of customers? I would love to have the opportunity
to do a commercial for cable television. After being subjected to customer
service as poor as Direct TV, I know what the worst is. And to top it all
off, when my wife negotiated this contract with Direct TV she was told that
it was a one year agreement. Two weeks ago when we had trouble the last
time, we were informed that it was a two year and not a one year contract
that we originally agreed to. I suppose we can throw a little deceptive
trade
in for good measure… huh? This is the worst experience I have ever had
with any vendor in my 50 years and I will make sure I tell everybody that
has ears to hear.