Unhappy DirecTV Customer.
#1
DVD Talk Legend
Thread Starter
Unhappy DirecTV Customer.
So the picture goes off for like the 10th time (3-4th call, many resets on my end), and I find that I do not own the DVR even though it said (join now get a FREE DVR). The $99 savings is for DVR INSTALLATION, not a FREE DVR.
I'm still in the 90 days warranty, but if before that runs out I don't start paying $5 a month protection fee, I'm stuck with future charges. I can't cancel because when I joined I joined in a 2-yr contract, which I'm fine honoring if 1. they were truthful in FREE DVR =INSTALLATION= and 2. you didn't have to pay a pretty much required extra $5 a month because their equipment sucks, and 3. waste all this time calling and resetting (and they are not open 24 hours so yesterday night I was SOL. Because I work I'm going to have to wait until Sunday to get it fixed but because they are so 'good' at customer service, they are going to refund me service for those days.
I'm on hold waiting for a supervisor so that they can tell me what city and state they are based out of so that I can file a complaint with the BBB. I went associate->supervisor->cancellation dept-> supervisor. The first supervisor sounded like he was a buddy of the associate and I'd talk, and then wait for a response, and he'd stay quiet... I'd say "hello" he'd say "I heard you" I'd say "feel free to reply" ... silence. I had to prod him to reply throughout the whole call.
I'm still in the 90 days warranty, but if before that runs out I don't start paying $5 a month protection fee, I'm stuck with future charges. I can't cancel because when I joined I joined in a 2-yr contract, which I'm fine honoring if 1. they were truthful in FREE DVR =INSTALLATION= and 2. you didn't have to pay a pretty much required extra $5 a month because their equipment sucks, and 3. waste all this time calling and resetting (and they are not open 24 hours so yesterday night I was SOL. Because I work I'm going to have to wait until Sunday to get it fixed but because they are so 'good' at customer service, they are going to refund me service for those days.
I'm on hold waiting for a supervisor so that they can tell me what city and state they are based out of so that I can file a complaint with the BBB. I went associate->supervisor->cancellation dept-> supervisor. The first supervisor sounded like he was a buddy of the associate and I'd talk, and then wait for a response, and he'd stay quiet... I'd say "hello" he'd say "I heard you" I'd say "feel free to reply" ... silence. I had to prod him to reply throughout the whole call.
Last edited by GatorDeb; 08-29-06 at 11:09 AM.
#3
DVD Talk Legend
Who did your install? Sounds to me like the dish is misaligned or there is water in the cable. I understand your frustration but frankly my Direct TV service is one of the few things in my life that I can count on to always work properly.
#4
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Thread Starter
Originally Posted by Peep
And yet you still want to stay with them...?
#5
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Thread Starter
Originally Posted by Brian Shannon
Who did your install? Sounds to me like the dish is misaligned or there is water in the cable. I understand your frustration but frankly my Direct TV service is one of the few things in my life that I can count on to always work properly.
#6
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What model DirecTV receiver do you have? When the picture goes out, what is the on-screen message? Also, I'm assuming you're leasing the receiver, correct? If so, don't worry about the 90-day warranty. If the unit goes out, since they own it, they fix it. You don't need the protection plan for that.
I think there's enough knowledgable people here that could probably help you, although a complaint to the BBB is certainly warranted. If you really want to get their attention, make a formal complaint to your state's Attorney General. I'm willing to bet if you did, DirecTV would pretty-much give you whatever you wanted.
Sorry you've had such a bad experience thus far. I've had DTV for nine years now, and overall I'm very happy with them.
I think there's enough knowledgable people here that could probably help you, although a complaint to the BBB is certainly warranted. If you really want to get their attention, make a formal complaint to your state's Attorney General. I'm willing to bet if you did, DirecTV would pretty-much give you whatever you wanted.
Sorry you've had such a bad experience thus far. I've had DTV for nine years now, and overall I'm very happy with them.
#7
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Originally Posted by GatorDeb
I bought direct from DirecTV and they sent a local company to make the installation... it was all through DirecTV though.
#8
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Also, in case you need it, here's a link to DirecTV's BBB file, including all the contact info you'd need to file a complaint:
DirecTV BBB file
DirecTV BBB file
#9
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Thread Starter
I have 1 DVR and 2 receivers. After the 90 days they do pay for the equipment but I have to pay $20 shipping if it breaks. They're coming out on Sunday (I work 11p-8:15p and they have wither 8-12 or 1-5), so until then, no TV The DVR usually just shows a black screen with no error message, and that's what it was doing until this morning when it changed to searching for satellite signal, and the receiver's doing the same.
#10
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Originally Posted by Jeremy517
The installer will come back in the first 30 days and fix the problems at no cost to you. Call DirecTV and complain, and have them send the installer back out, or just call the installer yourself.
#11
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I assume your DVR is the R-15 then (non-TiVo). I've got one of them, and found it to be somewhat unreliable. I've had to reset it several times myself, and I've only had it for two or three weeks.
Apparently, though, it's much better stability-wise now than when it released. At least DTV has been working on improving it.
Searching for Satellite Signal, that's a bigger problem. They couldn't get out to you sooner than Sunday?
Anyway, this all sucks. Hopefully you can get some resolution with the installer. Once a system is installed properly, it should be very hassle-free.
Apparently, though, it's much better stability-wise now than when it released. At least DTV has been working on improving it.
Searching for Satellite Signal, that's a bigger problem. They couldn't get out to you sooner than Sunday?
Anyway, this all sucks. Hopefully you can get some resolution with the installer. Once a system is installed properly, it should be very hassle-free.
#12
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Originally Posted by GatorDeb
I have to, 2 year contract. Did file a complaint with the BBB.
#13
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Originally Posted by GatorDeb
So the picture goes off for like the 10th time (3-4th call, many resets on my end), and I find that I do not own the DVR even though it said (join now get a FREE DVR). The $99 savings is for DVR INSTALLATION, not a FREE DVR.
I'm still in the 90 days warranty, but if before that runs out I don't start paying $5 a month protection fee, I'm stuck with future charges. I can't cancel because when I joined I joined in a 2-yr contract, which I'm fine honoring if 1. they were truthful in FREE DVR =INSTALLATION= and 2. you didn't have to pay a pretty much required extra $5 a month because their equipment sucks, and 3. waste all this time calling and resetting (and they are not open 24 hours so yesterday night I was SOL. Because I work I'm going to have to wait until Sunday to get it fixed but because they are so 'good' at customer service, they are going to refund me service for those days.
I'm on hold waiting for a supervisor so that they can tell me what city and state they are based out of so that I can file a complaint with the BBB. I went associate->supervisor->cancellation dept-> supervisor. The first supervisor sounded like he was a buddy of the associate and I'd talk, and then wait for a response, and he'd stay quiet... I'd say "hello" he'd say "I heard you" I'd say "feel free to reply" ... silence. I had to prod him to reply throughout the whole call.
I'm still in the 90 days warranty, but if before that runs out I don't start paying $5 a month protection fee, I'm stuck with future charges. I can't cancel because when I joined I joined in a 2-yr contract, which I'm fine honoring if 1. they were truthful in FREE DVR =INSTALLATION= and 2. you didn't have to pay a pretty much required extra $5 a month because their equipment sucks, and 3. waste all this time calling and resetting (and they are not open 24 hours so yesterday night I was SOL. Because I work I'm going to have to wait until Sunday to get it fixed but because they are so 'good' at customer service, they are going to refund me service for those days.
I'm on hold waiting for a supervisor so that they can tell me what city and state they are based out of so that I can file a complaint with the BBB. I went associate->supervisor->cancellation dept-> supervisor. The first supervisor sounded like he was a buddy of the associate and I'd talk, and then wait for a response, and he'd stay quiet... I'd say "hello" he'd say "I heard you" I'd say "feel free to reply" ... silence. I had to prod him to reply throughout the whole call.
ETA : My DVR is a Tivo.
#14
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Thread Starter
Well, the guy came and what happened was that IT WAS NOT PLUGGED IN. Apparently there's a main power adapter for all receivers that goes into the house and has to be plugged in. I unplugged it myself. I had a few things plugged into that room - printers, computer monitor, dvd player, etc. - that I was rearranging and I unplugged everything off that power strip.
So yeah, it was my fault, but two points:
1. The guy that did the installation should have mentioned there's a power brick for the satellite, and
2. This should be the first words out of DirecTV tech support - is the main power adapter into the house plugged in? (I would have been like huh? and we would have figured it out)
I'm no tech newbie, but this is my first time with satellite and who would have thought that something other than the receivers and TV had to be plugged in.
Sigh
So yeah, it was my fault, but two points:
1. The guy that did the installation should have mentioned there's a power brick for the satellite, and
2. This should be the first words out of DirecTV tech support - is the main power adapter into the house plugged in? (I would have been like huh? and we would have figured it out)
I'm no tech newbie, but this is my first time with satellite and who would have thought that something other than the receivers and TV had to be plugged in.
Sigh
#17
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Thread Starter
Originally Posted by Josh Hinkle
That is odd, I had D-TV and my parents have it, and there was never anything to plug in but the receivers.
#18
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More than likely it's to power the switches. Dependingon what equipment you have, most receivers actually send an electrical current back to the equipment outside to 'power them' to tune to the individual satellite and parts of the satellite that each channel originates from. If there is a lot of equipment outside or the receivers don't output enough power, it may need an adaptor. Dish Network used to use them and they sucked because the connections were never good just nudging a cable would make it go out and then you'd have to do a bunch of stuff to each receiver- but that was with old outdated stuff--- i'm surprised DirecTV still uses inferior equipment. I guess that's why 95% of A/V gurus will tell you Dish Network's PQ is just better.
Satellite TV and Cable TV is something you just have to do a lot of research on before you sign up--- just because the ads say free upgrades or whatever doesn't mean you own it-- with Dish, there's fees to upgrade to some equipment that you rent... and you still don't own it. Just have to read everything and do homework. I'd suggest patrolling the boards at www.satelliteguys.us - best place for satellite stuff
Satellite TV and Cable TV is something you just have to do a lot of research on before you sign up--- just because the ads say free upgrades or whatever doesn't mean you own it-- with Dish, there's fees to upgrade to some equipment that you rent... and you still don't own it. Just have to read everything and do homework. I'd suggest patrolling the boards at www.satelliteguys.us - best place for satellite stuff