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| - One star because no star isn't an option.
Why am I not surprised people record their customer service experiences with DirecTV and put them online in desperation. Today was one of these days for me. Here is the series of unfolding events.
1) Bill arrives today from DirecTV for a place I haven't lived in for 3 months.
2) I live in a place where DirecTV is included as part of your lease, and one does not have to deal with DirecTV. Someone does everything for you, a nice perk.
3) I connected with the service about this bill and was told there was nothing they could do about it. I must call DirecTV myself. Strike 1.
4) Call DirecTV. 15 minutes on the phone with someone who was well trained in the script but had NO idea what I was talking about. Issue is simple. I moved out 3 months ago from one apartment, service was cancelled; however I keep receiving bills. Can we get this fixed? After 15 agonizing minutes transferred to someone else. - Strike 2
5) Next DirecTV person. Explain the story again. Live in a development that includes DirecTV service with your lease receivers are in the apartments when you arrive. There should be no DirecTV bill unless you have extra receivers or ordered additional packages. I had one receiver and the package offered with the development. I moved out of the apartment 3 months ago, however I keep on getting bills, 1) for a service that is complimentary with my lease and 2) for a service that was disconnected 3 months ago. Can this be fixed? The kicker comes when the person tells me she can't cancel my service and that she needs to bill me for a receiver I never returned. I explain patiently that when you move out the development insures that receivers and remotes are left in the apartment or you will be charged a replacement fee. There is a letter, email etc... about it. The woman on the phone tells me "I understand sir, however you didn't return the receiver so I am going to have to charge you a fee!" OK what on earth does this person not understand? I am speaking plain and simple English! I explain a 3rd time and ask to speak to a supervisor. She tells me she is going to speak to a supervisor herself. I am on hold for 25 minutes after which she comes back "I spoke with my supervisor and since you didn't return the receiver we are going to have to bill you!" I flip and share with her for the 4th time what the policy is in our development and that I need to speak with her supervisor because she does not seem to understand what I am explaining in the simplest of terms. Back on hold for 15 minutes, waiting for a supervisor. Supervisor never comes on the line. She comes back and tells me that all is taken care of and the old fees and loss of receiver fee is not billed and the service is cancelled. I confirm with to insure that there is no service at the old address and that my current residence still has service. She confirms that this is indeed correct
6) I turn my TV on in my living room in my current residence and low and behold, there is no longer service. My service was disconnected. - Strike who cares anymore.
7) Shared my frustration with the development and the service company who jump in again, which they should have done the first time.
8) Two phone calls later I am told that my DirecTV service at my old address was cancelled the day after I moved out three months; however DirecTV kept billing me for a service, the kicker they also started billing me for Showtime which I never ordered. Service company promised to help get my current DirecTV up and running again tonight.
9) An hour later I receive a call from a DirecTV sales person who shares " I noticed you recently cancelled your account with us, we would love to have you back as a customer. We have great deals to get you back on board!" Honestly you are kidding me right, how messed up are you as a company?
10) The service provider called again and stated that he had been on the phone with DirecTV for an hour and a half to get the current account reactivated and no one could help him. He would have to wait for his supervisor to escalate this with DirecTV in the morning. In the meantime no TV.
DirecTV you are an abysmal example of a company and service. No wonder you are one of the most hated companies in the US. I have spend more time dealing with this issue today than I watch TV on a weekly basis. Companies like you are the reason we move away from cable and satellite and get our media in other ways. I can only add my voice to the chorus of people out there who call you out on your appalling service record in the hope that perhaps one day you will see the light or go out of business because people are done taking it up the behind from mediocre companies like DirecTV.
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