To make a long story short, we just bought a house, so we moved. I had an appointment with DirecTV to do the mover's connection, as well as hook up HD service in our home. For some reason, they made 2 separate appointments on the same day, a Friday. One for the morning, one for the afternoon. Fine. Well, no one showed at all for the morning appointment. I had to take off of work to be at home for the appointment. When I called DTV they said it was the local installers problem, nothing they could do. Whatever. Finally at 3 PM an installer shows up and gets an attitude after I asked if he was the morning appointment or the afternoon appointment. I was obviously frustrated, but not out of line at any point, but this guy continues with the attitude after I ask further questions about the job he is there to do. He decides he doesn't want to do the install and leaves.
I called DTV and they said they would escalate the problem. I don't hear anything so I called DTV back the next morning. They don't see a problem with it seeing they have already rescheduled my install. I wasn't satisfied with this, so I spent 4 hours on the phone on a Saturday tracking down the local office with no help from DirecTV corporate. Finally I get the local office to install my DTV on a Sunday morning--just in time for football. Even after the install, I called Customer Retention and explained my problem and asked them to do a complaint against the local office for missing an install appointment. They agreed wholeheartedly and even gave me 10 bucks off of my bill for a year.
Okay, problem solved, right?
The next week I decided I wanted to upgrade my reciever to an HD DVR. I fork out the 300 bones for it, and schedule an install. I specifically wrote this info down, 9 December, 1-5 local. Friday, (the day before the install) I check on DTV online to make sure everything is good to go. MY APPOINTMENT GOT MOVED TO 16 DECEMBER AND NOBODY BOTHERED TO CALL ME AND LET ME KNOW THIS.
I spent another 2 hours back and forth with DTV on the phone trying to figure out what happened, and with them giving me the company line that is now getting famous, "Nothing we can do, the local installer changed it". Again, no accountability from DTV corporate, and once again they could care less about inconveniencing a customer because they know they have the Sunday Ticket monopoly.
Well, I am officially taking the hit and paying the penalty to get out of my current contract. I can't stand the attitude of this company and I'll make sure I write enough letters to the BBB, FTC and Attorney General to create some waves. I doubt anything will ever get done, but....I'm tired of it.
I've been a loyal customer for 3 years, A-list, everything. Is this how they treat their customers?
Am I out of line?
BTW, first post here, long time lurker though.
I called DTV and they said they would escalate the problem. I don't hear anything so I called DTV back the next morning. They don't see a problem with it seeing they have already rescheduled my install. I wasn't satisfied with this, so I spent 4 hours on the phone on a Saturday tracking down the local office with no help from DirecTV corporate. Finally I get the local office to install my DTV on a Sunday morning--just in time for football. Even after the install, I called Customer Retention and explained my problem and asked them to do a complaint against the local office for missing an install appointment. They agreed wholeheartedly and even gave me 10 bucks off of my bill for a year.
Okay, problem solved, right?
The next week I decided I wanted to upgrade my reciever to an HD DVR. I fork out the 300 bones for it, and schedule an install. I specifically wrote this info down, 9 December, 1-5 local. Friday, (the day before the install) I check on DTV online to make sure everything is good to go. MY APPOINTMENT GOT MOVED TO 16 DECEMBER AND NOBODY BOTHERED TO CALL ME AND LET ME KNOW THIS.
I spent another 2 hours back and forth with DTV on the phone trying to figure out what happened, and with them giving me the company line that is now getting famous, "Nothing we can do, the local installer changed it". Again, no accountability from DTV corporate, and once again they could care less about inconveniencing a customer because they know they have the Sunday Ticket monopoly.
Well, I am officially taking the hit and paying the penalty to get out of my current contract. I can't stand the attitude of this company and I'll make sure I write enough letters to the BBB, FTC and Attorney General to create some waves. I doubt anything will ever get done, but....I'm tired of it.
I've been a loyal customer for 3 years, A-list, everything. Is this how they treat their customers?
Am I out of line?
BTW, first post here, long time lurker though.