Tutor
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4 Messages
Dont care if they lose customers
A couple weeks ago some of my channels weren't working so I called to ask what was going on and they said they had to send someone out because it seemed like a dish problem. What they didn't tell me was that it was going to cost me $99 to have someone come out. I found this out when I received my bill and it was suddenly 100 dollars more. I called to complain because had I known I wouldn't have had them send anyone out since I'm on a very strict budget. They talked in circles and were rude to the point I finally had enough and said to just cancel my service which they happily did with no arguments. It's amazing they'd rather lose customers than be a honest, truthful company.
shannon02
ACE - Expert
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21.1K Messages
6 years ago
You own the dish and everything but the receivers so DTV charges for service calls.
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Eaguil61
Tutor
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4 Messages
6 years ago
If you reread my statement you'll see where I said that the service charge was NEVER mentioned or explained to me. Worst customer service I have ever dealt with in my life and it wasn't the first time I had issues with calling customer service, it was just the final straw.
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shannon02
ACE - Expert
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21.1K Messages
6 years ago
Read the TOS, you are responsible for repairs.
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Eaguil61
Tutor
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4 Messages
6 years ago
Which is why I'm switching to streaming services permanently. Too many hidden fees and {edited for word filter evasion} with DirecTV. If you guys don't want to be more upfront and clear about your practices then at least train your customer service agents to not be so idiotic and incompetent.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
It is the responsibility of the agent to remind you of the service call charge. However charging to send a tech out has been the norm for over 20 years. Cost has updated over time, but it has been there. If you have the optional equipment protection plan they are covered of course, but at $8.99 a month you pay more in the long run. Though some are ok with it as it is already a small amount budgeted in and don't have to scramble for the extra funds if something comes up.
Fees are not hidden. But I agree it is an issue where agent doesn't remind a customer that service calls do cost. Only if you have the optional protection plan, or it is within 90 days of the equipment being activated (or going back out in regards to a prior service call), is it covered.
https://www.att.com/legal/terms.dtv_feeSchedule.html
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Eaguil61
Tutor
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4 Messages
5 years ago
Just wanted to get this out there for other people to read. I cant be the only one who has a problem with DirecTV's customer service or lack of service. It would have been nice to receive a manual or troubleshooting guide so I could have fixed the equipment that I apparently own. Anyways it was the horrible way I was treated on multiple occasions by the customer service agents that finally brought me to my breaking point. DirecTV doesnt want old customers anyways so I'm doing them a favor by leaving. Not making it up either I was told that they need to cater to the younger generation by one of their representatives. This was just a long time coming. But I hope someone out there reads this and can relate or feel better knowing they arent the only one.
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