Do you teach your employess to lie to customers to keep them?

My experience with every single customer service staff member has been astonishingly horrific.  It has been absolutely amazing that every single customer service agent I talked to blatantly lied to me about service plans, from the sales rep to the retention rep that tried to stop me from cancelling.  I will give you a summary of the deceit that you teach your employees and the shameful ways to try to manipulate the situation.

I recently moved and called DirecTV to install new service in the house and there are many people living in this house and is in need of 11 receivers for 11 tvs.  The sales rep said that wasn't a problem and said she just had to write the order down a certain way.  She stated that the order will have 8 receivers and then on the installation notes, it will say to add 3 additional boxes.  I asked her if she was certain that I'd get 11 receivers, she assured me I would and the additional 3 receivers would be at the top of the installers notes.

On the day of the install, a very nice installer (Gerardo) with AT&T U-verse came to install but said he can only install 8 receivers.  He said that the only thing he has is the Genie system and that has a total of 8 receivers.  He told me there was a way to install more than 8, but he wasn't a DirecTV tech and DirecTV doesn't train the AT&T installers very well.  At that time, I called DirecTV/ATT&T outsourced customer service (told me her name was "JoAnn").  There was an obvious language barrier in the beginning but we were able to figure it out.  At that time she told me that the sales representative was not truthful and that the max I can order is 8 receivers.  I was on hold multiple times as she conferred with somebody and told me she could get one more box.  I told her I signed up for 11 and needed 11 receivers and 9 just wouldn't do, she then transferred me to tech support where the call was dropped.  I immediately called back to customer service and talked to Daryel (employee number DC856F) and this is where the lying really got going.  He told me that there is a max of receivers per order (8), but as soon as that order is fulfilled, I can call back and ask for 3 additional "legacy" boxes.  I asked him why the previous girl said I could get 9 receivers, and he said I don't know why she said that.  At this moment I put the call on speaker for the U-verse installer and an A/V installer I had at the house to hear the conversation.  The A/V installer recorded my phone call from his end and in this conversation, Daryel actually promised me that as soon as this order is filled I can request 3 more boxes.  I said I had a hard time taking his word for it because what's to stop him from lying just to get my order filled.  It was at that time he gave me his employee ID number and said the calls are recorded (June 18th, 3:16pm pst; 50 minute call).  I'm glad I recorded that call and every call to customer service after this, because the saga continued.

A really nice and helpful DirecTV tech arrived to assist in the install and said that it is totally possible to put in 3 more receivers because I had plenty of tuners available, but he said nobody at DirecTV knows what they are doing or how to do it, so it may be difficult to request it.

The next day, I did what Daryel said to do, and to nobody's surprise, he was totally full of it.  I was told there was no way to get any more receivers, whether they are "legacy" boxes or not, DirecTV does not allow a residential account to have more that 8 receivers.  It was at this time I called to cancel my service, since I was in the 24 hour grace period and would not be locked into my contract.  After being passed to customer service rep to customer service rep, I finally got to the "retention center".  It was at this point where I spoke to a very confident southern woman by the name of Santana and she wanted to know what was going on.  She sounded genuinely upset with the fact nobody had been honest with me.  "This is easy to fix" was her response to this and said that the sale was just initiated incorrectly.  She said all I needed was the Genie 2 system and that supports 11 receivers.  I was put on hold and she came back and said, "yep, I talked to my tech dept and my supervisor, the Genie 2 will fix the problem and we'll get those 11 receivers in for ya."  I asked, with all the different people I talked to, why has nobody suggested that before?  She acted as if she had no idea and that the solution was so easy, and all I needed was a little upgrade (bigger cost) to the Genie 2.  I was transferred to a "tech" rep to fill the order, where I specifically asked him if I will get 11 receivers with the Genie 2, and he emphatically said "yes".  However, this whole conversation was an unreal scam/lie.  After the phone call, I did some research because I didn't believe anything DirecTV said at this point and I'm glad I did.  I found out that the Genie 2 will only do 8 receivers as well, it's just much more expensive because it does 4K and you can record more shows at once...but it does NOT support 11 receivers.

I immediately called customer service to cancel everything, at this time the rep actually said "I don't think you can now", which was a total lie.  After being extremely persistent, I was able to finally cancel everything and move on from this headache, however:

I RECORDED EVERY PHONE CALL WITH EVERY REP, STARTING WITH DARYEL. 

I RECORDED THE CALL WITH DARYEL

I RECORDED THE CALL WITH "RON"

I RECORDED THE CALL WITH SHAQUITA (RETENTION CENTER)

I RECORDED THE CALL WITH SANTANA (RETENTION CENTER)

I RECORDED THE CALL WITH THE "TECH" WHO SAID I COULD DO 11 RECEIVERS WITH THE GENIE 2

EVERY ONE OF THESE CALLS IS PROOF OF THEM LYING, ESPECIALLY DARYEL AND SANTANA.  I WILL BE MAKING THESE PUBLIC AND POSTING THEM ON NUMEROUS SITES FROM FACEBOOK, INSTAGRAM AND YOUTUBE.  WHAT YOU TEACH YOUR EMPLOYEES IS INCREDIBLY WRONG AND THIS BLATANT LYING SALES TACTIC MUST BE MADE PUBLIC.  SERIOUSLY, SHAME ON YOU!