We have been dealing with a situation for almost three months with Direct T.V. We have been a Direct T.V. customer for just over a year now and had good service until we moved from Georgia to Iowa. We were excited to find out that they offered a one time fee move package that allowed us to not take down our existing satellite dishes.
The problems began when we called in to get our TV. service transferred to our home in Iowa. We called into Direct T.V. a week before we moved out of the state of Georgia to begin the process, we were told at that time not to call until we actually were moved in to our new home. When we did get to Iowa we called and asked to get service hooked up and at that time they scheduled us for about 5 weeks out!! Imagine raising a family and kids with no t.v. That is a long turn around and we were told that is the soonest they could come. As you can imagine we were excited the day they were supposed to show up, but on that day no one came so I called towards the evening to see if they were still coming that day. Well they did not even show us as scheduled, so they had to issue yet another order to send out the installers. Well I took off another day of work waiting for them to show up, they said they would be here between 8 and 12, at 12 they were not here so I called at 12:15 and then they said between 2 and 4, at 4:15 they were not here and I called, then they said between 6 and 8, well as you can guess they did not show up. Now each time I called into Direct T.V. I was on the phone for almost an hour +/- each time and nothing got resolved. I sounded like a broken record.
To really add fuel to the fire they rescheduled again and again. I went thru the same routine all over again and the next time that was scheduled they did not show up. After 5 consecutive appointments and 5 days missed from work for just television programming I became really upset. I asked to be released from my contract and I was told we would have to pay $160 to get out of our contract early. Which is awfully tempting, but the cost to us really is not just the $160, we had to purchase the dual dvr's and equipment up front so we would be out much more money then that. We are probably out at least $500 or more when you add up the equipment we bought and time off work.
By the time I called over 25 times (and that is no lie or exaggeration) times I could not believe how long it took for a customer service representative to even address what was going on.each phone call was at least 40 minutes in length. I was hung up on at least 10 different times and for reasons I have no clue as to why they did it. We weren't in a confrontational call and they weren't trying to transfer me to someone else. It seems like they just didn't know what to do so they decided to hang up on me. Finally after they did get the system up and running we found out that there were no local channels from our area (51458) the stations from Atlanta, Georgia were still showing up when we choose them. Obviously we could not access these stations as they would not work if we selected a particular channel. In addition we have been billed over 6 weeks ago + $105.00 for the Off Air Antenna for High Definition Locals. The value of keeping up with the local news is very important to me as I am a real estate investor and not to mention Iowa has some very severe inclement weather and I would like to keep up with severe weather issues and know if school is cancelled or if I need to plan to leave for work an extra hour early. But more simply I want to see local news, who does not?
After we called to address the issue of not having local channels they told us about the Off Air Antenna, but said that the soonest they could come was 30 days out. I thought the time frame was rather long, but we waited and when they showed up on Monday, October 20th the installers form Connect T.V. looked at the outside and stood there and said that, there was no way, no how our area/zip code could in no way have local channels. They made no attempt to install the off air antenna that we have already paid for. I made even more phone calls and was promised that they would call me back within 24 to 48 hours and no one called. So my last attempt has been with a representative from Direct T.V. to help settle this issue, she called Connect T.V (the installer) and we were on a conference call and very polite and yet a representative of Connect T.V. hung up the phone on us when we mentioned we were loosing our faith and trust in them and that we have submitted an installer issue and still nothing has been done.
Both parties has admitted that they have had a hard time getting people to return calls, which has been notated in my records. I guess at this point I should go ahead and pay to cancel early, but I wanted to make people aware of how rudely I was treated, how much time has been wasted to have no resolve.
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