The last two days have been my worst days I have ever had dealing with this company.
Day 1 (yesterday): I called DirecTV about replacing my TiVO which has missed every single scheduled recording over the past year. First department they connect me to is installation. The guy was trying to help but did not know what to do. He then connected me to the Spanish customer service. After explaining to the guy who spoke little English that I need to be connect to the protection plan, I finally got to the correct department. So far it is not that big of a deal.
Now, I am on the phone with the protection plan department with a lady who knows nothing about TiVos. I explained to her that I have already been through all of the trouble shooting several times already and I just want them to replace my TiVo with another receiver or DVR. She still made me go through all of the steps yet again. Afterwards, she tells me to wait 12 hours to see if the issue is resolved and to call back tomorrow. I was getting annoyed and explained that I have been through this several times already and I just want them to replace my faulty equipment since I am paying for the protection plan. She puts me on hold and says that I have promotions coming to me for a free HD reciever upgrade and I will need to extend my contract for 24 months. I am getting really mad now. I told her I was paying for a protection plan so I do not need a promotion and I should be able to get my equipment replaced without a contract extension. She said to call back tomorrow and if I still have the same problem they may have to change it out.
Instead I called back an hour later and talked to someone else. I explained what just happened, he read it in the notes and said someone should call me tomorrow (which is now today) about replacing the equipment. Long story short, I just called back and they wanted me to go through the same trouble shooting steps again. :rant: Just give me my friggen replacement already. I just hung up. What is the point of having a protection plan if I still have to extend my contract and use up one of my promotions?
Day 2 (Today): Noticed my bill was paid today and it was $10 more than last month. Looked at my statement and noticed there was no credit for my free 24 months HD. Guess what? I had to call again today. After being on hold for 30 minutes while the CSR looked into it, he came back to tell me that this is a known technical glitch and I should see the credit on next months bill. That my 24 months will now be extended another month. [For some reason I do not believe that. I know when I call back in two years (assuming HD is not free by then anyway) on the 23 month, they will tell me my 24 months has expired and they will know nothing about the glitch that occurred on this day].
Has anyone else had an issue with their free HD not being credited this month?
Now I am going to have to call again when I get home and basically tell them to upgrade my equipment with no charge or commitment or I am leaving
Day 1 (yesterday): I called DirecTV about replacing my TiVO which has missed every single scheduled recording over the past year. First department they connect me to is installation. The guy was trying to help but did not know what to do. He then connected me to the Spanish customer service. After explaining to the guy who spoke little English that I need to be connect to the protection plan, I finally got to the correct department. So far it is not that big of a deal.
Now, I am on the phone with the protection plan department with a lady who knows nothing about TiVos. I explained to her that I have already been through all of the trouble shooting several times already and I just want them to replace my TiVo with another receiver or DVR. She still made me go through all of the steps yet again. Afterwards, she tells me to wait 12 hours to see if the issue is resolved and to call back tomorrow. I was getting annoyed and explained that I have been through this several times already and I just want them to replace my faulty equipment since I am paying for the protection plan. She puts me on hold and says that I have promotions coming to me for a free HD reciever upgrade and I will need to extend my contract for 24 months. I am getting really mad now. I told her I was paying for a protection plan so I do not need a promotion and I should be able to get my equipment replaced without a contract extension. She said to call back tomorrow and if I still have the same problem they may have to change it out.
Instead I called back an hour later and talked to someone else. I explained what just happened, he read it in the notes and said someone should call me tomorrow (which is now today) about replacing the equipment. Long story short, I just called back and they wanted me to go through the same trouble shooting steps again. :rant: Just give me my friggen replacement already. I just hung up. What is the point of having a protection plan if I still have to extend my contract and use up one of my promotions?
Day 2 (Today): Noticed my bill was paid today and it was $10 more than last month. Looked at my statement and noticed there was no credit for my free 24 months HD. Guess what? I had to call again today. After being on hold for 30 minutes while the CSR looked into it, he came back to tell me that this is a known technical glitch and I should see the credit on next months bill. That my 24 months will now be extended another month. [For some reason I do not believe that. I know when I call back in two years (assuming HD is not free by then anyway) on the 23 month, they will tell me my 24 months has expired and they will know nothing about the glitch that occurred on this day].
Has anyone else had an issue with their free HD not being credited this month?
Now I am going to have to call again when I get home and basically tell them to upgrade my equipment with no charge or commitment or I am leaving