DirecTV Bad Customer Service, takes your money fast, but is slow/reluctant to give it back Phoenix / El Segundo /Greenwich Village Arizona / California / Colorado

Here's a warning!!! DO NOT EVER give this company your credit card / debit card information and/or sign up for Automatic Payments.

Quick (ok, not so short) History...
I cancelled my DirecTV Service in October 2007 after having it for several years.

In November 2006 we purchased an HD DVR and HD Receiver from Costco and had them added to our account. We started having trouble with the receivers (losing channels and such). I narrowed it down to a faulty multi-switch. Since it wasn't affecting a majority of the channels (and none that my wife was watching), I didn't put a very high priority on it and as a Sales Manager out in the field, I'm not at home during the day and come home later in the evening.

While out in the field, I attempted to call DirecTV to ask them about having someone come out and replace the switch. I was told in no uncertain terms that they would not come out unless I called them from my home and went through their "steps" to troubleshoot. I informed them that I'm not at home during the day, and when I come home at night, I'm not really in the mood to start talking on the phone for 30 minutes at a time. Nevertheless, they wouldn't budge and I said fine.

On my one day off during the week (October 30th) (in which I wasn't doing all sorts of honey-do's and taking the kids out), I called DirecTV to see if they would come out and replace the switch. 20- 30 minutes later, after going through all of their troubleshooting steps, resetting the receiver, double/triple checking connections, trying another receiver and such, the rep informed me that "ta-da" "Sir, it looks like you have a faulty multi-switch and we'll have to replace it". No kidding. I believe that's what I told them twice before.

They wouldn't come out that day and the next day that they had available that I was available was not for another 3 weeks. I even asked about an evening appointment, but since the weather is forecast as windy the next few days, they couldn't send anyone in the evening. Uh, ok - you're changing out the multi-switch that is in the master bedroom closet - what does that have to do with the wind?

I then asked the rep if I was still under contract (I couldn't remember if it was a 1-year or 2-year agreement) and was told "No Sir, you're not in contract". So I played the ole "well, if you can't help me get services up, I think I'm gonna have to think about switching to Dish" And I got the old "well, we would be sorry to lose you as a customer, but it is your choice." I went ahead and scheduled a service call for 3 weeks later.

An hour or so later, I called Dish Network to see if they could get anyone out to my house the same day. The 800 number told me that they couldn't schedule anything that day, but if I called a local dealer, that they may be able to come out. So I did. The Dish folks told me about their programming package and specials and asked if I wanted to have it installed. I told them, let me call you back because I want to make one other quick call.

I called DirecTV back and asked again if I was still under contract. Again I was told "No Sir, you are not under contract. There is nothing in your file about you being under contract". I told them that DishNetwork was ready to come out and hook me up, but I would rather stay with DirecTV as they had been our provider for so long - all they needed to do was get a guy out there today. But they refused. When I asked if I could call a local rep/service center, I was told "No you can't if you want this to be replaced under warranty, because we have to generate the work order". That ended that phone call.

I called DishNetwork up and told them to "hook me up!" They arrived a few hours later, were courteous and professional and had me up and running.

A day or so later (November 1st), from work I once again called DirecTV up and asked am I under contract. They told me that I wasn't. Again. I said, ok then, I'd like to cancel my service. When asked why, I repeated my whole story. The rep apologized, said he was sorry to lose us as a customer, and went ahead and cancelled out account.

So now is when the fun really begins . . .

When I cancelled on Nov 1st, the rep told me that FedEx would be sending me boxes to return my equipment. I asked why. He said it was because the equipment was leased. I said, but I thought you said I was not under contract, so effectively my contract was fulfilled so shouldn't I be able to keep the equipment. Well after going back and forth and really expressing my displeasure in spending over $400 at Costco for the two receivers and hearing that I didn't own them at all, I said fine.

On November 9th, DirecTV charged my account $109. When I called to ask why, I was informed that it was the Early Cancellation Fee. I argued that I had called several times to ask if I was still under contract and was told no, I wasn't and how could this happen? After going back and forth for over 15 minutes, I finally gave up as the rep said that there was nothing that I could do, that I had agreed to a 2-year contract and that they were simply enforcing the terms of the contract. When asked why I was told on 3 separate occasions that I was out of contract the answer was "sorry, they were mistaken".

I then had to figure out a way (and the time), to get some of our favorite shows that we recorded off of the DVR and onto a DVD. It took me a while, but I finally did, but that wasn't until the end of the month. Well, on 12/3 DirecTV took out another $765.03 from my account because I hadn't returned the receivers yet - I had, but they hadn't processed them through. I called and asked the rep if I would be getting the money back when they processed the receivers. Don't know why I believed them this time, as I had been "mis-informed" about my contract status on 3 separate occasions.

On 12/19 I receive a bill from DirecTV that my DTV account has a credit of $765.03 I wait patiently for them to credit back my card or send me a check.

Today, on 1/4/08 I called DirecTV to inquire about the status of my refund. I am told that I have to wait for ANOTHER BILL stating that my account is $765.03 credit and then I have to wait 6-8 WEEKS from THAT BILL to receive my refund by check. Unfreakin' believable. They certainly didn't wait 6-8 weeks to take the money out of my account. And of course, there's nothing that the rep can do.

It's funny (sad really), I still get calls from DirecTV asking me if would like to come back. Yeah sure. I definitely won't be referring DirecTV service to anyone that asks my opinion - simply because of the lies (I think they lied to me) that they've given me, their refusal to help expedite any refunds (I'm sure glad that they can afford to have $800 taken out of their accounts for more tahn 2 months!), and their refusal to offer or even exercise any customer service.

I apologize for such a long post. but thank you for reading. Hopefully this will dissuade any newcomers from thnking of DirecTV and of giving any company your credit card or checking account info for any direct pay/auto pay plans - as once you do, there's no way to stop them from continuing to charge your account when and/or for whatever reason they want to.

Tom
Perris, California
U.S.A.

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