DirecTV racks up the consumer complaints on clarkhoward.com

It's no secret that Clark has been harsh on the cable companies over the years. But there was one company that he used to sing the praises going back to 1994 -- DirectTV.

Over time, Direct TV lost touch when it comes to providing a better customer-service experience. The Boston Globe now reports more than 20,000 people filed complaints with the BBB against them over the past 3 years.

The single biggest category of complaint has been the phantom contract -- where they nail you to a contract without giving reasonable full disclosure.

In the cellular world, many carriers have alienated customers with restrictive contracts. One that hasn't is Net10. Called "just about the best cell phone company in the United States" by Clark, Net10 is perfect for low to moderate usage customers; there's no monthly fee, just a flat rate of 10 cents/minute, no roaming charges, no long distance charges and no contract. Other no-contract companies include Metro PCS and Cricket.

But getting back to DirecTV, Clark can only wonder: Why would a company want to ruin customer relationships with lousy, stinking contracts?!

What others are saying

DTV Scam
Whiny Customers? Your a tool. No mention of contract is made when you buy a new receiver at Costco. We have been faithful customers for 8 years when we moved to an area with no line of site. The technician and his supervisor informed me that they would cancel my service at no charge, then I noticed the $300 charge on my credit card for early cancellation. After six conversations with very inept customer service reps I was told that it was my fault for moving to a location with no line of site. I used to encourage all my friends to sign up with DTV now I am an avid proponent for staying away from the company with enough resources to fight an dispute over a phantom contract. DTV not only lost my business but I will make sure to tell anyone I know looking for cable service to stay away. Dustin, you are still a tool.
By Matt @ 11/17/08 10:08:04 PMreport abuse
Whiny Customers
Dtv Customers, up to their Whiny, baby-like shananagins again. comon people. are you all that stupid? this is america... dont sign a contract you dont read, and if u do.. then im glad ur paying the disconnect fee, because your stupid for signing to begin with and maybe you'll learn. with this attitude, im sure u all try and get as much out of life as u can for free. cheapies. Go online, and whine and cry to your PenPals about DTV. LOL, you all are pathetic.
By Dustin @ 11/15/08 05:28:27 PMreport abuse
Direct TV Contract
We've had Direct TV for several years. We recently switched to HD and since then our shows routinely don't get recorded, the sound for Direct TV commercials is annoyingly loud, programs are often interrupted by poor reception. We decided to switch to cable, but now we can't get out of the contract and they want us to pay $400 for breaking the contract early. We've been with them for at least 6 years, if not more. We've been good customers but we're no longer happy. What can we do to get out of this contract? Please, anyone, help!!!
By Andrea @ 11/13/08 10:14:45 PMreport abuse
DIRECTV SCAM
Clark, I believe that you're way overdue for some more commentary concerning the ongoing pervasive scams by DIRECTV concerning their "phantom" contracts. Simply put, it has reached absolutely epidemic proportions. At last count, the BBB that handles DIRECTV complaints has logged over 20,000 complaints in a 12 month period. And, I suspect, that is only the tip of the iceberg. My standing advice to ANYONE contemplating DIRECTV is to not walk but to RUN from this organization.
By Skip @ 11/11/08 01:34:22 PMreport abuse
DirecTV Complaints
My DVR burned out and I was sent a replacement. I returned the bad one and it was received by them. A week or so later, I check my bill and notice charges of over $100. They were not for the dvr, but for sporting events on ppv from December 2007 and January 2008. A call to customer service indicated that they showed the events were ordered using the returned receiver and that I had never been charged for nor paid for. Since I did not have any invoices from a year ago, it was basically my word against theirs. I did check my bank statement on-line which revealed the amount of my payment to them for that time period included the monthly service and the ppv events. Called back to DTV to inform them of this (waited an hour) for an account resolution manager; who said that I had to pay because their tech showed that the events were on the burned out dvr. I told them to cancel my service . . . and was told that since I just got a new dvr, I was under a year's contract. I explained that it was a replacement and not an upgrade! Bottom line; after another hour on the phone; they realized that it was their mistake, they were reading information from the non-primary access card and credited me for the charges. I've been a customer for over 8 years and have noticed a drop in customer service.
By T. Williams @ 11/10/08 12:23:41 PMreport abuse
complaint against moving company
this complaint is against AAron Storage and Tranfer, 3524 Liston Lane, Euless, TX 76040
Please do not use them. They lie about the services they provide, destroy your possessions and will not replace them.
By Dorothy Patrick @ 11/02/08 01:59:43 AMreport abuse
DirecTV Decline
I started DirecTV service in 2001 and had no problems until 2007. In July 2007, I purchased an HD receiver from Costco and installed it myself. When I called DirecTV to activate the card, the customer rep told me "you did not need to buy a receiver, we could have provided one to you for free." At that time, I requested an upgrade to HD service from DirecTV. When the installers came to my home, they said I could not get an HD signal due to trees in the line of sight. My monthly bill was not changed since they were unable to provide the service. I asked them to try to install an HD satellite again in July 2008. Again I was told they could not get a signal. Therefore, I canceled my service to switch to cable. DirecTV's customer service had always been great to me when I was a customer, but after I canceled my service, the attitude totally changed. They billed me for canceling my contract early because I added the HD receiver in July 2007 although they were unable to provide HD service. I was told by DirecTV that even though I bought the HD receiver from Costco, technically I was just leasing it from DirecTV. Despite numerous calls and written corresponence, DirecTV insists I owe an early cancellation penalty for service that has not changed since 2001. I guess I will not go back to DirecTV even when I can get a "line of sight."
By Don @ 10/30/08 09:52:42 AMreport abuse
Directv
I have had service with Directv since 2003. When I tried to cancel my service, I was told that he "agreement" was until 2009????? I asked them for a copy of the "agreement" and I was told that the agreement was on the internet????? In 2007 I had to replace one of by HD units which I paid $99 at Best Buy, which I thought I owned, but I not only have to pay a fee of $300 to get out of this "agreement" but I also return the HD unit I bought from Best Buy???? Is this really legal???? I never signed anything, how can the hold me to an agreement I never even saw????
By Debbie @ 10/20/08 06:13:51 PMreport abuse
DirecTv abuse
We, too, had bad receiver, Direct replaced it & extended our contract--cancelled our svc, now DirecTv billing us $237. PLS HELP, what do we do? I'm disabled & husband semi-retired.
By Nancy Dave Lind @ 10/17/08 11:37:03 PMreport abuse
No reasonable or any disclosure of "contract" terms
I have an on-going issue with DirecTV that claims I signed a contract agreeing to a long list of charges and early termination fees. The problem has been so challenging that I have filed a complaint with the GA Governor's Office of Consumer Affairs. They have been some help but DirecTV is digging in for the long term. I will file a complaint with the BBB as well. The trick they used on me was that their installer supposedly ran out of ENGLISH LANGUAGE installation "receipts". When the installer completed the install, he asked that I sign the receipt indicating that I received the item. I asked if this was just signing for receipt and he said yes. Well - all in SPANISH, on the back, was the so called "contract". In my opinion, stay clear.
By Robert A. Rorke @ 10/10/08 11:14:49 AMreport abuse
Directv
We ordered GAMEPLAN for 1 day for a college football game. I called them the night before and the morning of to make sure I was getting it as I was having a party. The game was blacked out at the last minute. No football game. I called to get the charges canceled but on my next bill they had us signed up for the season long GAMEPLAN. They wouldnt take the charges off. I subsequently spent over 4 hours on the phone with them and finally got it removed. They also had us in a illegal contract in a similar slamming that I have been reading about. I recommend NOT ordering football from Directv. I also recommend when you talk to them get the persons employee number and location for future reference.
By Allison Smith @ 10/01/08 06:36:17 PMreport abuse
Directv has been great for me
Not sure what all the complaints are for. I've been with them for 8 years and aside from a few minor issues the service has been great.
If you have installer problems then report them to Directv. They are independent contractors and not Directv employees and if they're bad they won't be used any more.
Compared to the cable companies, Directv is a VERY pleasant experience.
By andy @ 09/26/08 10:30:17 AMreport abuse
dishTV
DirecTV isn't the only rotten apple in that business. DishTV is either totally inept or crooked.
By evans ray @ 09/24/08 03:14:55 AMreport abuse
Bait and Switch?
We have been DirecTv users since the sattelite companies were able to transmit local channels. 6 years or so I guess, not sure. We wanted to add service to my son's room. He has earned the privledge and it makes a great "hammer" to ensure his good effort in school and best behavior. Anyway, we called and scheduled an install for the room. It happens to be on the second floor and on the opposite corner of the house from where the dish is. When the installer got here, I showed him what I wanted and he told me that the installation fee required was for an "exterior wall" install. First time I heard this as they never asked on the phone when I made the appointment. Anyway he was planning on running cable along the backside of my house attached to the siding somehow and then go down the side of the house and punch a hole in the wall. I told him no thanks and had him leave. An earlier experience was kind of strange. We went from standard boxes to DVR's with DirecTV. The installer showed up with the box. I follow service people around. I am a police officer and I know what can happen when you let strange people in your house unattended. Anyway, talking to this fella, he was complaining about the way they had just restuctured their pay rates for the "independent contractor" installers. To hear him tell it, unless they get lucky and get a "new" service in a house they don't make much. They have to supply their own tools, but must buy all cable and fittings from DirecTV. He did an outstanding job, so I gave him a nice tip to go eat lunch on when he left. They apparently aren't treating their employees well either.
By Mike Godsey @ 09/23/08 11:13:38 PMreport abuse
Direct TV - lousy service
I changed from Dish Network to Directv and I regret it thoroughly. What a difference in service between the two!. I threw the installation guy out of my home for swearing at me in my home. The replacement didn't know what he was doing. The installation took 6 hours. He was at my home till 11:30 pm.
Forget about all the rebates they promise you. I can't wait till my 2 year contract is over.
By R Pat @ 09/23/08 10:42:18 PMreport abuse
Hate DirecTV
I called Directv to replace a non-working receiver. I made sure they would not extend the contract. After getting assurances they would not, they still extended the contract by 2 years. I will never go back to them ever again.
By Shree Nagnur @ 09/23/08 10:35:16 PMreport abuse
T-Mobile and "no contract"
T-Mobile has the same offer as Net10. I've used it for two years. It charges 10¢ a minute for 1000 minutes per year, renewable anytime. No fees. No taxes. No nothing. As far as I can see, T-Mobile is the only major company that has rates like this.
By Edmund LeRoy @ 09/23/08 09:30:56 PMreport abuse
No surprise here...I used to work for them!!
This is not surprising to me to hear about this decline. About six months ago I worked for a well-known and large outsourcing company that took the DirecTV account and we were transferred from another project to work on the account. We were put into an environment that supposedly emphasized superior customer service--but we were not treated well at the company and management not only trained us very poorly, but seemed to search for opportunities to tell us what we were doing wrong on call scripting and statistics (how long it would take us on a call, how long it took us to make notes on the call, etc.), even when we did our best to do things right just to make themselves look good at our expense. It seemed the ones who got promoted were the ones who kissed up to management (ones who did not work to help customers), rather than the reps who worked hard on the customer's behalf. I did my best to deal with the bureaucracy and the ridiculous shortcomings of my bosses, but it got bad enough between angry customers and a system that was designed to make me fail that I left the company as well. The reason that DirecTV's reputation for customer service has declined comes from outsourcing their customer service to shady companies with a long-standing reputation for treating their employees poorly which has resulted in high turnover. High turnover leads to continually having to retrain new people who are less familiar with company policy and procedure and with less experience and competency to help customers. When employees are treated poorly, eventually they take it out on the customers they are supposed to serve, which causes customers to complain go to the BBB and so on. When that happens, nobody wins. I sure hope DirecTV gets its senses back and pulls the plug on decisions like that--to hire their own customer service agents, not outsource to other companies, not outsource overseas or any of that garbage. Companies known for outstanding service like American Express do this very practice. If this is not changed quickly, customer satisfaction will continue to decline and customers will vote with their feet and their wallets by shopping elsewhere.
By Anonymous @ 09/23/08 05:06:12 PMreport abuse
Direct/Dish/Cable TV
Unfortunately, if you want certain channels, you're almost forced to sign up with one of these monopolistic ogres. Rest assured, you will be scammed at some point in time. So here's how to deal with them. If at all possible, only communicate in writing. That way, you have a paper trail and you eliminate the "he said - she said" problem. If communicating by phone, make sure that you have notebook and pen at the ready for recording everything, then: ask the person for their name and make them spell it out for you and write it down (they ask for all your details don't they?); next write down the date and time; next ask whether the conversation is being recorded. State your complaint and ask for a reference number. If you cannot get satisfaction, ask for a supervisor and repeat the process. Again ask for the next supervisor until you can go no higher. Make sure that you have recorded everything in your book. If you still have no satisfaction, then file a complaint at the BBB and detail everything that you have emails, notebook recordings, dates, times, names and anything else. The more you have, the better to nail them with. If BBB see that you have all your ducks in a row, they will be on to the company very quickly. If you don't get satisfaction this way, go to the news media, printed, radio and TV. Thereafter, go to the FCC and the FTC. And finally, if you still cannot get any action, go to a lawyer - but only as a last resort since they will be the only ones that win. It worked for me against Dish Network at the BBB stage. Hope this helps. Good luck.
By George @ 09/23/08 02:27:47 PMreport abuse
Guess I won't switch from Dish after all
I was considering switiching from Dish Network due to their habit of periodically claiming that purchased equipment was leased and making me jump through hoops to prove otherwise, but based on this I should stick it out. But if you are a dish customer, save all paperwork and receipts and check your bill carefully each month.
By Melissa @ 09/23/08 01:40:14 PMreport abuse
multimedia
say goodbye to sat tv and cable tv; IPTV over a broadband is great. Hulu.com is OK. Plain jane antenna in attic with HD signal is great.
By Peter @ 09/23/08 01:25:40 PMreport abuse
Directv
I am trying to stop my service and they are telling me that I have a the service in till 2010. I did not sign anything that says that. Also they told me that it was done on the phone but they can not prove it. I just want to stop the service. Can you help me with this?
By Lesli Hunter @ 09/23/08 01:15:22 PMreport abuse
Directv
I was one of the first to get directv in the atlanta area,never had a major problem, other than a little rain fade, customer service i would give a 10 always get them in a reasonable time, i installed my own equipment, ill take them over a cable company anyday. Just a little tidbit.......Jackson Ms, was where directv first started service......
By David @ 09/23/08 01:07:31 PMreport abuse
TV: dish, cable, - NO! AN antenna!
Why even "bother" w/ dish, cable, satellite TV?? I have had an "antenna" only for years, w/ the digitial transition I get about 18~ different channels alone in the Portland OR, Vancouver, WA area all for the onr time cost of an antenna, cabling and installation and NO mothly bill. "Most" of the US can do the same, "ditch" the cable, and enjoy a LOT of what is free - TV AND radio! Go to DTV answers, antennaweb.org, etc., on the web and learn!
By Jeff in Western WA @ 09/23/08 11:29:59 AMreport abuse
Direct TV Stinks!
We had reasonably good service till we had HDTV antenna installed. Now we get NO local channels from Spring to late Fall due to leaves on trees. 2nd year of this. DTV says cut trees down at our expense. Locked into contract till February 09, then Bye Bye to DTV after 18 years! Service calls are horrible. Never come when they say and rarely fix problem. (P.S. Our trees haven't changed but DTV has!)
By Jo Anne @ 09/23/08 08:00:17 AMreport abuse
no longer with DirecTv
My husband and I just moved across the country. We have had DirecTv since 2001 and have been quite pleased. Due to all the problems we had after our move, we are no longer with DirecTv. It took 2 weeks to get service scheduled to be installed. The installer was sent to the wrong state even though we called to verify our new address twice. The Movers Connection people were rude. Once we had an install scheduled in our new town, the local install company had to cancel causing yet another wait. During out wait, Movers Connection called us - the same day I got a confirmation call from the local install company about the install for the next day - and asked if they could install service for us in a THIRD state! A month later, I am still trying to straighten out our billing. Our account had been in suspension due to a temporary residence. At some point, the service was turned on before we had an install and we were charged. After disconnecting service, DirecTv charged our credit card for equipment that they had comped us for our troubles (that we had not received or had installed) without our permission. It took 2 hours with a supervisor to straighten out all the problems we had so we could get our money back and be done with this company. Buyer Beware!
By Audra @ 09/22/08 05:13:24 PMreport abuse

DTV Scam

Whiny Customers? Your a tool. No mention of contract is made when you buy a new receiver at Costco. We have been faithful customers for 8 years when we moved to an area with no line of site. The technician and his supervisor informed me that they would cancel my service at no charge, then I noticed the $300 charge on my credit card for early cancellation. After six conversations with very inept customer service reps I was told that it was my fault for moving to a location with no line of site. I used to encourage all my friends to sign up with DTV now I am an avid proponent for staying away from the company with enough resources to fight an dispute over a phantom contract. DTV not only lost my business but I will make sure to tell anyone I know looking for cable service to stay away. Dustin, you are still a tool.

By Matt @ 11/17/08 10:08:04 PMreport abuse

Whiny Customers

Dtv Customers, up to their Whiny, baby-like shananagins again. comon people. are you all that stupid? this is america... dont sign a contract you dont read, and if u do.. then im glad ur paying the disconnect fee, because your stupid for signing to begin with and maybe you'll learn. with this attitude, im sure u all try and get as much out of life as u can for free. cheapies. Go online, and whine and cry to your PenPals about DTV. LOL, you all are pathetic.

By Dustin @ 11/15/08 05:28:27 PMreport abuse

Direct TV Contract

We've had Direct TV for several years. We recently switched to HD and since then our shows routinely don't get recorded, the sound for Direct TV commercials is annoyingly loud, programs are often interrupted by poor reception. We decided to switch to cable, but now we can't get out of the contract and they want us to pay $400 for breaking the contract early. We've been with them for at least 6 years, if not more. We've been good customers but we're no longer happy. What can we do to get out of this contract? Please, anyone, help!!!

By Andrea @ 11/13/08 10:14:45 PMreport abuse

DIRECTV SCAM

Clark, I believe that you're way overdue for some more commentary concerning the ongoing pervasive scams by DIRECTV concerning their "phantom" contracts. Simply put, it has reached absolutely epidemic proportions. At last count, the BBB that handles DIRECTV complaints has logged over 20,000 complaints in a 12 month period. And, I suspect, that is only the tip of the iceberg. My standing advice to ANYONE contemplating DIRECTV is to not walk but to RUN from this organization.

By Skip @ 11/11/08 01:34:22 PMreport abuse

DirecTV Complaints

My DVR burned out and I was sent a replacement. I returned the bad one and it was received by them. A week or so later, I check my bill and notice charges of over $100. They were not for the dvr, but for sporting events on ppv from December 2007 and January 2008. A call to customer service indicated that they showed the events were ordered using the returned receiver and that I had never been charged for nor paid for. Since I did not have any invoices from a year ago, it was basically my word against theirs. I did check my bank statement on-line which revealed the amount of my payment to them for that time period included the monthly service and the ppv events. Called back to DTV to inform them of this (waited an hour) for an account resolution manager; who said that I had to pay because their tech showed that the events were on the burned out dvr. I told them to cancel my service . . . and was told that since I just got a new dvr, I was under a year's contract. I explained that it was a replacement and not an upgrade! Bottom line; after another hour on the phone; they realized that it was their mistake, they were reading information from the non-primary access card and credited me for the charges. I've been a customer for over 8 years and have noticed a drop in customer service.

By T. Williams @ 11/10/08 12:23:41 PMreport abuse

complaint against moving company

this complaint is against AAron Storage and Tranfer, 3524 Liston Lane, Euless, TX 76040
Please do not use them. They lie about the services they provide, destroy your possessions and will not replace them.

By Dorothy Patrick @ 11/02/08 01:59:43 AMreport abuse

DirecTV Decline

I started DirecTV service in 2001 and had no problems until 2007. In July 2007, I purchased an HD receiver from Costco and installed it myself. When I called DirecTV to activate the card, the customer rep told me "you did not need to buy a receiver, we could have provided one to you for free." At that time, I requested an upgrade to HD service from DirecTV. When the installers came to my home, they said I could not get an HD signal due to trees in the line of sight. My monthly bill was not changed since they were unable to provide the service. I asked them to try to install an HD satellite again in July 2008. Again I was told they could not get a signal. Therefore, I canceled my service to switch to cable. DirecTV's customer service had always been great to me when I was a customer, but after I canceled my service, the attitude totally changed. They billed me for canceling my contract early because I added the HD receiver in July 2007 although they were unable to provide HD service. I was told by DirecTV that even though I bought the HD receiver from Costco, technically I was just leasing it from DirecTV. Despite numerous calls and written corresponence, DirecTV insists I owe an early cancellation penalty for service that has not changed since 2001. I guess I will not go back to DirecTV even when I can get a "line of sight."

By Don @ 10/30/08 09:52:42 AMreport abuse

Directv

I have had service with Directv since 2003. When I tried to cancel my service, I was told that he "agreement" was until 2009????? I asked them for a copy of the "agreement" and I was told that the agreement was on the internet????? In 2007 I had to replace one of by HD units which I paid $99 at Best Buy, which I thought I owned, but I not only have to pay a fee of $300 to get out of this "agreement" but I also return the HD unit I bought from Best Buy???? Is this really legal???? I never signed anything, how can the hold me to an agreement I never even saw????

By Debbie @ 10/20/08 06:13:51 PMreport abuse

DirecTv abuse

We, too, had bad receiver, Direct replaced it & extended our contract--cancelled our svc, now DirecTv billing us $237. PLS HELP, what do we do? I'm disabled & husband semi-retired.

By Nancy Dave Lind @ 10/17/08 11:37:03 PMreport abuse

No reasonable or any disclosure of "contract" terms

I have an on-going issue with DirecTV that claims I signed a contract agreeing to a long list of charges and early termination fees. The problem has been so challenging that I have filed a complaint with the GA Governor's Office of Consumer Affairs. They have been some help but DirecTV is digging in for the long term. I will file a complaint with the BBB as well. The trick they used on me was that their installer supposedly ran out of ENGLISH LANGUAGE installation "receipts". When the installer completed the install, he asked that I sign the receipt indicating that I received the item. I asked if this was just signing for receipt and he said yes. Well - all in SPANISH, on the back, was the so called "contract". In my opinion, stay clear.

By Robert A. Rorke @ 10/10/08 11:14:49 AMreport abuse

We ordered GAMEPLAN for 1 day for a college football game. I called them the night before and the morning of to make sure I was getting it as I was having a party. The game was blacked out at the last minute. No football game. I called to get the charges canceled but on my next bill they had us signed up for the season long GAMEPLAN. They wouldnt take the charges off. I subsequently spent over 4 hours on the phone with them and finally got it removed. They also had us in a illegal contract in a similar slamming that I have been reading about. I recommend NOT ordering football from Directv. I also recommend when you talk to them get the persons employee number and location for future reference.

By Allison Smith @ 10/01/08 06:36:17 PMreport abuse

Directv has been great for me

Not sure what all the complaints are for. I've been with them for 8 years and aside from a few minor issues the service has been great.
If you have installer problems then report them to Directv. They are independent contractors and not Directv employees and if they're bad they won't be used any more.
Compared to the cable companies, Directv is a VERY pleasant experience.

By andy @ 09/26/08 10:30:17 AMreport abuse

dishTV

DirecTV isn't the only rotten apple in that business. DishTV is either totally inept or crooked.

By evans ray @ 09/24/08 03:14:55 AMreport abuse

Bait and Switch?

We have been DirecTv users since the sattelite companies were able to transmit local channels. 6 years or so I guess, not sure. We wanted to add service to my son's room. He has earned the privledge and it makes a great "hammer" to ensure his good effort in school and best behavior. Anyway, we called and scheduled an install for the room. It happens to be on the second floor and on the opposite corner of the house from where the dish is. When the installer got here, I showed him what I wanted and he told me that the installation fee required was for an "exterior wall" install. First time I heard this as they never asked on the phone when I made the appointment. Anyway he was planning on running cable along the backside of my house attached to the siding somehow and then go down the side of the house and punch a hole in the wall. I told him no thanks and had him leave. An earlier experience was kind of strange. We went from standard boxes to DVR's with DirecTV. The installer showed up with the box. I follow service people around. I am a police officer and I know what can happen when you let strange people in your house unattended. Anyway, talking to this fella, he was complaining about the way they had just restuctured their pay rates for the "independent contractor" installers. To hear him tell it, unless they get lucky and get a "new" service in a house they don't make much. They have to supply their own tools, but must buy all cable and fittings from DirecTV. He did an outstanding job, so I gave him a nice tip to go eat lunch on when he left. They apparently aren't treating their employees well either.

By Mike Godsey @ 09/23/08 11:13:38 PMreport abuse

Direct TV - lousy service

I changed from Dish Network to Directv and I regret it thoroughly. What a difference in service between the two!. I threw the installation guy out of my home for swearing at me in my home. The replacement didn't know what he was doing. The installation took 6 hours. He was at my home till 11:30 pm.
Forget about all the rebates they promise you. I can't wait till my 2 year contract is over.

By R Pat @ 09/23/08 10:42:18 PMreport abuse

Hate DirecTV

I called Directv to replace a non-working receiver. I made sure they would not extend the contract. After getting assurances they would not, they still extended the contract by 2 years. I will never go back to them ever again.

By Shree Nagnur @ 09/23/08 10:35:16 PMreport abuse

T-Mobile and "no contract"

T-Mobile has the same offer as Net10. I've used it for two years. It charges 10¢ a minute for 1000 minutes per year, renewable anytime. No fees. No taxes. No nothing. As far as I can see, T-Mobile is the only major company that has rates like this.

By Edmund LeRoy @ 09/23/08 09:30:56 PMreport abuse

No surprise here...I used to work for them!!

This is not surprising to me to hear about this decline. About six months ago I worked for a well-known and large outsourcing company that took the DirecTV account and we were transferred from another project to work on the account. We were put into an environment that supposedly emphasized superior customer service--but we were not treated well at the company and management not only trained us very poorly, but seemed to search for opportunities to tell us what we were doing wrong on call scripting and statistics (how long it would take us on a call, how long it took us to make notes on the call, etc.), even when we did our best to do things right just to make themselves look good at our expense. It seemed the ones who got promoted were the ones who kissed up to management (ones who did not work to help customers), rather than the reps who worked hard on the customer's behalf. I did my best to deal with the bureaucracy and the ridiculous shortcomings of my bosses, but it got bad enough between angry customers and a system that was designed to make me fail that I left the company as well. The reason that DirecTV's reputation for customer service has declined comes from outsourcing their customer service to shady companies with a long-standing reputation for treating their employees poorly which has resulted in high turnover. High turnover leads to continually having to retrain new people who are less familiar with company policy and procedure and with less experience and competency to help customers. When employees are treated poorly, eventually they take it out on the customers they are supposed to serve, which causes customers to complain go to the BBB and so on. When that happens, nobody wins. I sure hope DirecTV gets its senses back and pulls the plug on decisions like that--to hire their own customer service agents, not outsource to other companies, not outsource overseas or any of that garbage. Companies known for outstanding service like American Express do this very practice. If this is not changed quickly, customer satisfaction will continue to decline and customers will vote with their feet and their wallets by shopping elsewhere.

By Anonymous @ 09/23/08 05:06:12 PMreport abuse

Direct/Dish/Cable TV

Unfortunately, if you want certain channels, you're almost forced to sign up with one of these monopolistic ogres. Rest assured, you will be scammed at some point in time. So here's how to deal with them. If at all possible, only communicate in writing. That way, you have a paper trail and you eliminate the "he said - she said" problem. If communicating by phone, make sure that you have notebook and pen at the ready for recording everything, then: ask the person for their name and make them spell it out for you and write it down (they ask for all your details don't they?); next write down the date and time; next ask whether the conversation is being recorded. State your complaint and ask for a reference number. If you cannot get satisfaction, ask for a supervisor and repeat the process. Again ask for the next supervisor until you can go no higher. Make sure that you have recorded everything in your book. If you still have no satisfaction, then file a complaint at the BBB and detail everything that you have emails, notebook recordings, dates, times, names and anything else. The more you have, the better to nail them with. If BBB see that you have all your ducks in a row, they will be on to the company very quickly. If you don't get satisfaction this way, go to the news media, printed, radio and TV. Thereafter, go to the FCC and the FTC. And finally, if you still cannot get any action, go to a lawyer - but only as a last resort since they will be the only ones that win. It worked for me against Dish Network at the BBB stage. Hope this helps. Good luck.

By George @ 09/23/08 02:27:47 PMreport abuse

Guess I won't switch from Dish after all

I was considering switiching from Dish Network due to their habit of periodically claiming that purchased equipment was leased and making me jump through hoops to prove otherwise, but based on this I should stick it out. But if you are a dish customer, save all paperwork and receipts and check your bill carefully each month.

By Melissa @ 09/23/08 01:40:14 PMreport abuse

multimedia

say goodbye to sat tv and cable tv; IPTV over a broadband is great. Hulu.com is OK. Plain jane antenna in attic with HD signal is great.

By Peter @ 09/23/08 01:25:40 PMreport abuse

I am trying to stop my service and they are telling me that I have a the service in till 2010. I did not sign anything that says that. Also they told me that it was done on the phone but they can not prove it. I just want to stop the service. Can you help me with this?

By Lesli Hunter @ 09/23/08 01:15:22 PMreport abuse

I was one of the first to get directv in the atlanta area,never had a major problem, other than a little rain fade, customer service i would give a 10 always get them in a reasonable time, i installed my own equipment, ill take them over a cable company anyday. Just a little tidbit.......Jackson Ms, was where directv first started service......

By David @ 09/23/08 01:07:31 PMreport abuse

TV: dish, cable, - NO! AN antenna!

Why even "bother" w/ dish, cable, satellite TV?? I have had an "antenna" only for years, w/ the digitial transition I get about 18~ different channels alone in the Portland OR, Vancouver, WA area all for the onr time cost of an antenna, cabling and installation and NO mothly bill. "Most" of the US can do the same, "ditch" the cable, and enjoy a LOT of what is free - TV AND radio! Go to DTV answers, antennaweb.org, etc., on the web and learn!

By Jeff in Western WA @ 09/23/08 11:29:59 AMreport abuse

Direct TV Stinks!

We had reasonably good service till we had HDTV antenna installed. Now we get NO local channels from Spring to late Fall due to leaves on trees. 2nd year of this. DTV says cut trees down at our expense. Locked into contract till February 09, then Bye Bye to DTV after 18 years! Service calls are horrible. Never come when they say and rarely fix problem. (P.S. Our trees haven't changed but DTV has!)

By Jo Anne @ 09/23/08 08:00:17 AMreport abuse

no longer with DirecTv

My husband and I just moved across the country. We have had DirecTv since 2001 and have been quite pleased. Due to all the problems we had after our move, we are no longer with DirecTv. It took 2 weeks to get service scheduled to be installed. The installer was sent to the wrong state even though we called to verify our new address twice. The Movers Connection people were rude. Once we had an install scheduled in our new town, the local install company had to cancel causing yet another wait. During out wait, Movers Connection called us - the same day I got a confirmation call from the local install company about the install for the next day - and asked if they could install service for us in a THIRD state! A month later, I am still trying to straighten out our billing. Our account had been in suspension due to a temporary residence. At some point, the service was turned on before we had an install and we were charged. After disconnecting service, DirecTv charged our credit card for equipment that they had comped us for our troubles (that we had not received or had installed) without our permission. It took 2 hours with a supervisor to straighten out all the problems we had so we could get our money back and be done with this company. Buyer Beware!

By Audra @ 09/22/08 05:13:24 PMreport abuse

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Sep 22, 2008 -- DirecTV racks up the consumer complaints

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