I'm fed up with DirecTV. I've never seen a company more unwilling to work with their customers. They have been unwilling to even make an effort at basic customer service, and their customer service reps have been combative with me on the phone. Here's what's happed thus far.
1. I signed up for their service at a promotional rate, yet they billed me the higher non-promotional rate for the first month. When I called and questioned this, there was no apology, no refund of the difference, and in fact, the rep I spoke to was very stern and unyielding.
2. When I signed up, there was an offer that stated if I signed up for their Auto-Payment option using my credit card, they would send me a $100 prepaid VISA card (promotional give-away). I signed up for the auto-billing, and still have not received the promised card a year later.
3. The DVR receiver they supplied me is faulty - shutting itself down and rebooting on an daily basis even when the TV has only just been turned on. When I called today to request a replacement unit, they insisted on charging me a $20 fee for shipping to replace the unit. Again, the rep I spoke to was stern, and combative on the phone.
In each situation, their reps have been unwilling to extend even a basic level of customer service. In each case they refer back to their customer agreement, which is a 3-page legal document you never get to see in the sign-up process. There is no opportunity to review their contract terms prior to using the service, and in their words, by using the service, you're "agreeing" to the terms. How can I agree to a contract I've never seen? There's no "meeting of the minds" there. Plus, the customer service reps I spoke to all took an attitude of "we have you locked into a contract, so tough luck buddy." In other words, they really hold the contract you never agreed to over your head and use it as leverage to get out of helping you rather than focusing on basic customer service, and building positive customer experiences.
BEWARE of signing up for their service. You will regret doing business with them. Please also warn your friends and family to steer clear of their service as well. You will be doing them a favor. This company engages in unethical business practices and horrible customer service, then hides behind a customer agreement you never get a chance to review prior to signing up.