DirecTV Complaint

Pre installation Hell

heffneil's Picture Reviewed by heffneil
Complaint 		 0

I signed up with AAA and was told the entire installation was free. I specifically asked for a ground pole installation and the lady told me no problem. When the installer called to let me know he was on the way I asked him if he had the equipment to install the pole. He said no problem he had it. BUT it was going to cost $75. I explained that it wouldn't be free in that case. I called DirecTV to complain and I am told its a standard charge but it is up to their installers if they want to charge it or not. After spending about 20 minutes on the phone the customer service rep and his supervisor let me cancel. I call back totally amazed that they let me cancel. The guy on the phone apologizes but said yes it is true. The installer shows up and gets belligerent because I didn't call him to tell him I canceled. I told him I told the call center to call him, it isn't my problem and I am not a customer anymore.

I send in an email and complain. I get a call back and I am told that they will credit me the $75. I said I was ok with that but had issues with be committed if I signed up and received such poor customer service. The guy on the phone said no problem he could renew my old account which I canceled in 2004 BUT I would lose the AAA deal of $10.00 a month for 24 months. I said well I don't want to lose $240 so lets just do the AAA deal. He said "oh just call the sign up number and go through the process all over again." Can you believe I need to re-sign up and he can't do the AAA deal? I said if that is the case I probably won't bother. I send another email saying ok guys I want to do it but I don't want to deal with the sign up process again. If you can just click a button and make it happen sign me up. A "customer advocate manager" calls me back and we talk. He tells me there is no way I can reuse my tenure since I am getting new equipment. I said ok I understand that it makes sense. He said ok but since you were a customer sometime in your life no matter how long you have been gone I am not subject to the AAA deal. He even said that account review would have recognized that I was a previous customer (I mentioned this when signing up originally). I asked him if they were going to come and install me and then after the fact tell me I am ineligible for the AAA offer? He didn't really answer. So now instead of arguing over a stupid $75 pole I am fighting to save my $240 service credit for the next 2 years! The guy just will not bend and won't honor the original deal. He even had the audacity to tell me he answered directly to the CEO, Board and Shareholders when I asked if there was a manager of his I could speak with. He said he couldn't offer it because he needed to make them money. I then asked him if the AAA deal was so good that everyone who signed up with it was costing this company money? Again no response and I wasn't eligible. So now the $75 pole that they will credit me is going to cost me $165.00. The problem is that they promised a price, promised a free installation and lied on both accounts. When you call them out on it they just stonewall you to the point where you start to lose credits and it starts costing you money. Sad part is I want the service but apparently my ruffling of feathers has caused me to be black listed. As a side note I found Ellen Filipiak's email address which apparently goes to the same customer service group. They have responded no one will discuss it any further and our company's position on the issue hasn't changed.

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