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- jandpmj1958's review
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| Customer Service | 0.6/10   |
|---|---|
| Features | 2.7/10 |
| Value for Money | 1.6/10 |
| Reviewer Rating | 0.9/10 |
| Overall Rating | 1.1/10 |
By jandpmj1958 on 23rd May 2008
| Time Service Used | 6 - 12 Months |
|---|---|
| Customer Service | 1/10 |
| Features | 6/10 |
| Value for money | 5/10 |
| Overall value | 2/10 |
 jandpmj1958's recommendation | |
Overall the service was good and delivered as ordered. Calling Customer Service for general information was okay - you get different stories but eventually you get the whole picture - you have to know what to ask .
When questioning a representative's conclusion, I was hung up on when I asked them to read further on the account. Being told I was being transferred to someone who could help only to find out that all they did was make a note in a case and pass it on to someone else. 20 minute hold time to speak to a Supervisor.
Basically my situation with Direct TV Service was I disconnected before the end of my contract period. Not a problem, I understood I would pay a cancellation fee of around $130. Imagine my surprise when it was $270. I attempted to view my bill on-line but because I had cancelled my service, all bills were no longer available to view so I had to call to find out what the $270 included. The other part was the credit card I had on file, which was not for auto-pay, was used to charge the $270. The first call to DirectTV resulted in the 20 minute wait for the Supervisor. The second call resulted in the Representative hanging up on me when I asked him to do further review of my account (he was fixated on a date in December). The third call was a little better, but that was because I asked for the name and agent number prior to discussing the issue. Again I was being told because I had replaced a defective receiver in December, my contract began again for 2 years. If I had not been insistent that a defective receiver does not constitute a new contract (mind you I had the protection program) and the Representative actually listened, I would be stuck with a $270 charge. It finally occurred to her that I was leasing my receivers and the contract didn't change when I replaced a defective one (scares me for someone who buys their receiver, but that is someone else's battle). The downside is she passed me onto someone in the Access Card Distribution Center who could "help me". Right, what he did was basically let me tell my story again (5th time) and then look at my account to agree that I was overcharged by $260, but he can't issue a credit. His sole function is to write up a case note, mark it urgent and promise me that it should be resolved in two weeks. Hello - you have a system, you verify that you overcharged me and now I wait for 2 weeks to see if the next person in the chain agrees with this person's decision and will refund me my $260 or at the very least $130? Very poor customer service I feel. I hope this helps someone thinking of using DirectTV to read the fine print, question charges and don't put a credit card on file that has a limit greater than $100.
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