Complaint / review text:
I have been a customer of Direct TV for only 3 months now and have not had one good experience with their customer service. Currently I am sitting on hold for the last 30 minutes just to cancel a free trial of premium movie channels.
There is an option online in your account to remove these channels yourself but when you press the button it tells you to call customer service to cancel. Why so you can talk to a salesman that is trained to get you to keep all the stuff you don't want to pay for? What about all this "choice" talk Direct TV? Don't feel like I have much "freedom" at all with your service.
This all stems from the first time I called them to set up installation. I set up a bundle package with them for TV, phone, and internet. They said that Frontier was the available service for phone and internet in my area and that they offer a bundle with them. Everything was set up and I was given installation dates for both Direct and Frontier from a customer service representative.
A week later Direct TV came out to install TV service and that went OK (besides all the coax cable ran on the outside of my home). Frontier was a no show on their scheduled install date. I call Direct TV and this customer service rep says that they are having problems sending out work orders to Frontier. She gave me my phone number associated with my account and said to call Frontier and figure it out with them.
Isn't that her job? She also told me that if I just set up a new order with Frontier and got a confirmation number I could just call back and give it to Direct TV for proper credit on my bundle. So I took the phone number and called Frontier who then told me they had no way to cross reference that phone number their system. So I call back Direct and talk to a different customer service rep who tells me that somebody didn't get the memo and Direct TV no longer bundles with Frontier?
After it was all said and done Direct TV bundles with nobody in my area so I had to shop around and find the best deal. From now on I get names and numbers of each customer service rep I talk to and that shouldn't be the way I have to handle it.