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Wednesday, October 18th, 2023 6:33 PM

CUSTOMER SERVICE EMAIL ADDRESS

I NEED A CUSTOMER SERVICE EMAIL ADDRESS

The DTV rep on the phone tell you that my service change has to be done by an installer.  The installer comes and says that my service change has to be done by rep on the phone.  Then I get charge $99 for nothing. 

DTV doesn't do e-mails because there would be a record of all the lies that they tell you.

Accepted Solution

ACE - New Member

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5.1K Messages

7 months ago

Unfortunately, DIRECTV does not have support over email. The only available support is through live chat on their website (directv.com) or by calling in. 

ACE - Expert

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19.7K Messages

7 months ago

What are you trying to do?

ACE - Expert

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20.5K Messages

7 months ago

@KPWilsonfamily 

You request a support email address while in the same post acknowledge they don't have one. So you answered your own request.

Your "reason" for them not having an email address is not fact. They operate by live support, preferably over the phone but they have a chat option on their website (which is only supplemental support).

Situation of tech being scheduled to just say it is customer support's job doesn't make sense. What exactly were you trying to do? Perhaps we can help sort out the confusion so you get the correct guidance.

(edited)

ACE - Professor

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2.3K Messages

7 months ago

So what are you or were you trying to "change"

4 Messages

3 months ago

Yes, they're trying to scam me out of $147 right now for boxes that I've already returned.

ACE - Expert

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20.5K Messages

3 months ago

@Evildave301 

If you've got an NRF for returned equipment then call DirecTV to dispute. You still have receipt from when you dropped it off with FedEx/The UPS Store right?

DirecTV's procedure is still live support. You get to talk to a person in real-time, not back and forth email like pen pals. Digging up a thread from months ago doesn't change that.

4 Messages

3 months ago

@Juniper And being a smart (Edited per community guidelines) doesn't help anyone either. I never said anything about an email. Although DirecTV and it's collections agency have given me several emails all of which have failed. But it's not DirecTV trying to scam me, it's their collections agency. DirecTV has already acknowledged the fact that the cable boxes were returned with no damage and they have given me a confirmation number.

But DirecTV Collections refuses to acknowledge that the confirmation number came from DirecTV and they keep sending me threatening letters even know I don't owe anything. I don't have any problem with DirecTV, it's their collection agency that I have a problem with.

I should have been clear about that. Sorry for the confusion. 

(edited)

ACE - Expert

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20.5K Messages

3 months ago

@Evildave301 

As the OP talks about email support multiple times including in the topic, it was reasonable to expect that was a main point of your post. Plus your "yes" sounded like you were responding to their last line (a false claim) about emails.

If DirecTV doesn't own collection agencies. When a bill goes so far outstanding they sell of the balance. At that point you deal with whatever collection agency owns the balance.

However, if DirecTV acknowledges the boxes were returned before it went to a collection agency but has not resulted in the NRF being reversed, then I would file a BBB complaint. Though I would verify if DirecTV shows there was a write off balance that went to a collection agency (and if so what one) to make sure the collection itself is legit (even if in error).

This is a public forum so we cannot look into the account record for you to validate the return, when it was, and if balance did go to a valid collection agency. Good luck with your dispute.

4 Messages

2 months ago

@Juniper Thank you, that was very helpful. That's exactly what I'm going to do.

3 Messages

2 months ago

For the SECOND time in 2 weeks I have a 771 loss of signal. The last time I had to wait for 5 days before they could make the time for me. Technical customer service is a total joke "unplug the receiver and plug it back in, did that work? No. Oh well that's all we know. We schedule you for a tech that has no clue what they are doing and you can wait for 4 hours for him/her to show up and charge you $100". It's all a scam to pay technicians. 

ACE - Expert

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19.7K Messages

2 months ago

771 is most often a dish alignment problem, there are videos on YouTube if you want to try it yourself. Resetting the receiver(s) either with the red button or unplugging fixes 90% of the problems which is why you are told to try it. 

3 Messages

2 months ago

Believe me I've tried everything. Resetting the receiver wiped out all the settings on the receiver. This is a total joke. I only switched from Dish network to Directv so I can watch the Rockies games. As soon I can figure out a way to get the rockies on a different service I'm out. If it snows Directv won't work. Same if it rains or the wind blows. I really really (Edited per community guidelines). I should receive credit on my account for the loss of service but I surely know that will never ever happen. 

(edited)

4 Messages

2 months ago

@bwickert Yes, very unreliable service in bad weather. That's why I canceled everything except the internet. And that ain't so great either.

ACE - Expert

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19.7K Messages

2 months ago

Rain fade is made worse when the dish is misaligned.  People have posted their service remained working during a hurricane. 

ACE - Expert

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20.5K Messages

2 months ago

@bwickert 

Red button reset is just basic troubleshooting. Agents are required to make sure it is done as it does resolve majority of issues.

Error 771 means your equipment is not communicating with the satellite. Usually that is an alignment issue. Unless you are comfortable doing that yourself, then it requires a tech. That is not a scam. You own everything but the box itself. So they charge you for sending a tech to work on what you own.

Most normal weather conditions shouldn't affect the service. However if dish is not properly aligned, is damaged, or it (or what it is attached to) is loose (thereby causing alignment to shift) then you can have 771 issues. Neither DirecTV or Dish Network can guarantee service against all weather, that is impossible per nature of satellite service.

They don't have a personal tech assigned to each customer and living next door to them. You get the next available appointment. There are other customers with service calls, upgrades, new install, etc. So waiting 5 days is not unreasonable. Or were you expecting them to cancel another appointment to put you ahead in line? Hopefully not as that would be unreasonable.

A red button reset isn't designed to reset settings on the receiver. That should only happen if you go into the menu and reset the box back to default like first setup. Even unplugging from power for a couple minutes only clears residual memory, which results in the guide data having to download in full but that is it.

Once the tech appointment is complete with your service restored (so finding and fixing the issue), you then call DirecTV to request a Time Without Service credit. They should credit from the day you called and scheduled the service call to the day of the appointment (so when it is fixed). They do not do so before the fact, in case something requires a reschedule or such. That ensures they do not adjust more days than warranted. That is how it works. Your saying that you "know" is not fact but making assumptions. Though not impossible credit could be denied, they normally provide a prorated credit for the days from tech scheduled to fixed by tech, but you have to call as it is not done proactively (would be nice if it was).


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