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Michael Williams's Comment on
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Main thread--DirecTV Complaints
State: North Carolina Posted: 05/01/2008 Subject: Direct TV High Definition Satellite Service Comment: I have been a loyal customer of Direct TV for nearly 15 years and have a 5 digit account number, now the accounts are in the millions. In October of 2007, DirecTV began advertising their High Def TV channels and equipment upgrades and began pushing upgrading to their new High Def Hardware. I paid my $ 199.00 to buy their leased receiver and they installed it. Almost from day one there were BIG problems and for months was told this and that and simply sent new and refurbished receivers. each time you lost all of your recorded shows and spent on average 2 hours on the phone trying to get resolution and setting up and activating the receiver, each time having to explain over and over what the problems have been and each time someone is reading from a troubleshooting scripted book with usually less technical expertise than a parking lot attendant. They have been and still are in a frenzy to roll out their services, However, there seems to be ongoing and reocurring problems with their ability to deliver quality programming. I have had 7 satelite receivers and a completely new installation of all cables, dishes, receivers, LNB, virtually every part on the system has been replaced. Even though the signal strength is 97-99%, we have experienced picture freezing up, pixilation of the picture, audio freezing up, receiver locking up, be non responsive and continually have called DirecTV and have gone through their troubleshooting and hardware resets numerous times. The problem with having to reset your receiver is that everything on the DIGITAL VIDEO RECORDER is ERASED. But they don't care that you have paid your money to have the programming and to record it, only to have to erase it over and over. They will not reimburse you for any of your money you have paid them, even though you have not received what they have charged you for. In some of the calls to the 2nd level SO called customer support and resolution department, I have been told that if you didn't pay for a certain service then the signal would not come through, that is obsurd, then on another ocassion I was told that some of the signals that are transmitted along with the DirecTV signals contained bits of data that would cause the receivers to have to be reset to clear the memory of the system, that is obsurd as well. Supervisors have been onsite and were themselves unsure of what was causing the problem, Nevertheless, when they were here, they found excellent signal strength and could not find the problem. The technicians from a company called MASTEC out of Charlotte, NC stated they would be referring the problem to a system engineer with their company and DirecTV for further resolution. They left and absolutely NO FOLLOW UP since. Another problem arose, with the receiver not working, and searching for signal and when I called in again, instead of continuing to work to resolve the issue, they state there is a signal issue and no line of sight, this is surprising since I have had DirecTV service for nearly 15 years with the satelite dish being mounted exactly in the same place. I am sure their are techincal issues which DirecTV is either unsure or unable how to fix or address. My concern is they have rolled out their new High Definition service with one thing in mind, their PROFIT. I would like to hear from others that have recieved this same type of POOR service, I am very sure there are others out their with simular problems. If there were signal issues, why did they put the dish in, when checked on numerous occasions, there was and remains to be excellent service. I smell something very fishy!! So now instead of trying to fix the problem, they are willing to just abandon a customer that has been loyal and faithful, paying the bill on time and even giving them countless referrals. I am sure there has to be others that have been told the same types of stories and given the same excuses. I am curious to hear from you, Everyone should band together, and present something CLASS ACTION FOR SURE! |
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