"DirecTV is AWFUL"0.5 starson by rwflick
Pros: NFL Package and that's it
Cons: Everything else is terrible
Summary: DirecTV absolutely sucks. I have been a customer now for over 10 years and the only reason I even have the service is because of its exclusive deal with the NFL (and I am a huge NFL fan). However, after the events of the last few months, I am absolutely going to cancel my service when my "commitment" expires and I am going to just go to a bar on Sundays to watch football rather than deal with the nightmare that is DirecTV customer service.
My problem started when I installed two insanely expensive entertainment systems in my house, one in the home office and the other in the living room. I went to Costco to buy the HD-DVRs for $500 each. What I found out after I bought them was that I actually leased the devices and, after paying $500, I have to pay a monthly lease fee to use them. Then, a couple of months after installing the DVR in my home office, it stoped making the daily phone calls and I got an error message on my screen. Knowing that the NFL package requires that the DVR make the daily call, I tried contacting DirecTV to solve the problem. First, you are confronted with one of those terrible voice activated systems that makes you go through a whole series of troubleshooting before you can get to a live person (even if you are calling for the 10th time). Then, I was on hold a sum total of over 3 hours spread out over a number of different phone calls. I was given all kinds of misinformation about the problem and transferred to about 15 different customer service representatives some of whom promised to call me back if the fixes they suggested didn't work and, of course, they never called back. Then, I was finally told that the modem in my device wasn't working and that it would have to be replaced...with a RECONDITIONED device. So, after paying $500, plus $4.99 a month to lease a device, they now send me someone else's broken equipment. Further, since I have my DVR incorporated into a $10,000 entertaiment system with a RF remote control, I cannot have just any technician come out to fix the problem (it took me an hour or so of pleading, begging, yelling, being elevated to managers, etc. to get them to commit to sending out an experienced technician). Not trusting them, I invested even MORE TIME into reading all of my manuals and just installed it myself. Then, I call to activate on a Saturday at 4:00 p.m. and I am told that the DirecTV computers are "being updated" and that they have no access to my account in order to activate my new device. Their solution: take down my information and receive a call back within 24 hours!!!!! So, that would mean I would lose a day of football! On top of all of that, I got a service rep named "Arianna" who was the most snotty, ******, unhelpful, condescending sorry excuse for a customer service rep that I had spoken to so far (most of the folks that answer the phone are very nice and do not appear to be from India but are largely powerless or totally misinformed, but Arianna literally blamed me for calling at the "wrong time"!!!!!!). After being transferred to yet another manager, I was told that my only option to the 24 hour call back (which, having experienced DirecTVs broken promises to call me back before, I had absolutely no faith in whatsoever) was to just keep calling and hope that their system would be working when I called.
I was a huge fan of DirecTV until about 6 months ago. In my MBA class, I think I actually sold about 10 units just in our class case study of TiVo. However, I am going to cancel my service as soon as my commitment period is over and switch to cable. I can only hope that the NFL does not renew the exclusive deal that they have with DirecTV or I will seriously just go to a bar on Sundays to watch the Bears play rather than put up with these idiots (expensive idiots at that) any longer. It really is amazing that they can continue in business like they have and be so absolutely horrible in their business practices and customer service.
Thanks for letting me vent.