I've been a customer since 1997... Directv customer service STINKS!!!!
Yesterday I spent 45 min on phone with Directv Philippines, no disclosure of 24 mo contract to provide new mini genie. Not the first time they omitted key info. Then I discover yesterday the last tech took my wireless bridge that I previously paid for... he hard wired the units. My wifi signal was fine. Today was on call for 25 min to clarify yes there's a 2yr contract $20 per mo for early cancellation... Then waited 4 hours for tech to arrive and install new mini genie they cancelled the appointment. I was never notified... Rentetion dept, won't send me a mini genie to self install, not willing to give any credit for wasting my whole day. Then tried to SELL ME a stream service instead of current service. I'll bet she gets a bonus to sell the streaming service. (Edited per community guidelines) seriously you STINK! So much for loyalty. Time to terminate Directv..
Hello @TA95030, we value these years you have been with us.
Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
Hi @TA95030, we appreciate your feedback, as it help us to improve our services every day.
We know the importance to get the best customer experience and service quality. We have sent you a direct message to work on this together. Please, check your DIRECTV Message inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
Upgrades come with a 24 month agreement. Warranty replacements, or a MPEG swap order to replace MPEG-2/SD-only boxes as required to continue service, do not.
Agent should disclose if there is an agreement. For both DirecTV's protection and yours, an order confirmation is emailed for you to review. It is the responsibility of the consumer to read through it before any work is done (or equipment received if didn't need a tech).
Tech should never take the WVB as that is an owned accessory, not something they take back. Call DirecTV and file complaint on the appointment. I would include not being notified that they couldn't make the appointment and you got no notice that reschedule was needed.
DirecTV doesn't ship for self-install of any new TVs. The exception is if you have a wireless Mini Genie Client on the account already, as you would already have the WVB. But if you don't have a wireless Client active, or the additional is a wired box, that requires a tech install. They have no way to remotely see if you have additional cabling, is setup correctly, and in good condition.
The WVB has nothing to do with your WiFi. The WVB is only for connecting wireless Mini Genie Clients (C41W and C61W) to the main Genie. If you meant the Cinema Connection Kit (CCK), that is only for connecting your DirecTV setup to your internet for On Demand, not general WiFi. Though since the 2nd generation Genie (HR44) the CCK is built-in so the old external box should not be connected as has conflicts. But even then, the external CCK like the WVB is an owned accessory and shouldn't be taken by tech.
Agents are required to upsell, like with most companies. So mentioning the streaming-only service DIRECTV STREAM is part of their job. Politely decline any unwanted offers and move on.
Yes outsourcing is more common these days as call centers were hit hardest by social distancing rules. And even with those rules easing up, a lot of people don't want to go back to such environments (stress and being a petri dish as you have limited sick time to have the authorized time off or get fired).
Being with DirecTV since '97 doesn't change how this all currently works, or has worked. Tech messed up taking owned equipment, even if no longer needed. The lack of notification on needing to reschedule is an unfortunate result of the pandemic as they are short staffed resulting in stretched too thin to keep up with any last minute adjustments to tech availability (including dispatch too behind for proper notification). The 24 month agreement has been normal since they transition from owned boxes to a lease model a few years into your service. And it has always been up to your due diligence to read the order confirmation as would show that agreement and any other details.
So certainly some challenges on DirecTV's end, but there are parts that you should be aware of having service for over 20 years. Certainly call and submit complaint on appointment, or even do a BBB complaint, for what DirecTV is responsible for. But at least going forward make sure to read any paperwork (even electronic versions) so you don't get surprised by information the agent didn't mention (accidental or on purpose).
TA95030
New Member
•
2 Messages
4 years ago
I've been a customer since 1997... Directv customer service STINKS!!!!
Yesterday I spent 45 min on phone with Directv Philippines, no disclosure of 24 mo contract to provide new mini genie. Not the first time they omitted key info. Then I discover yesterday the last tech took my wireless bridge that I previously paid for... he hard wired the units. My wifi signal was fine. Today was on call for 25 min to clarify yes there's a 2yr contract $20 per mo for early cancellation... Then waited 4 hours for tech to arrive and install new mini genie they cancelled the appointment. I was never notified... Rentetion dept, won't send me a mini genie to self install, not willing to give any credit for wasting my whole day. Then tried to SELL ME a stream service instead of current service. I'll bet she gets a bonus to sell the streaming service. (Edited per community guidelines) seriously you STINK! So much for loyalty. Time to terminate Directv..
(edited)
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DIRECTVhelp
Community Support
•
255.6K Messages
4 years ago
Hello @TA95030, we value these years you have been with us.
Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
Lizeth, DIRECTV Community Specialist
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0
detuch254
ACE - New Member
•
5.2K Messages
4 years ago
You can try a BBB complaint which gets it to corporate.
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DIRECTVhelp
Community Support
•
255.6K Messages
4 years ago
Hi @TA95030, we appreciate your feedback, as it help us to improve our services every day.
We know the importance to get the best customer experience and service quality. We have sent you a direct message to work on this together. Please, check your DIRECTV Message inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
We will be attentive and ready to help.
Maria, DIRECTV Community Specialist
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0
Juniper
ACE - Expert
•
23.4K Messages
4 years ago
(Posts moved from outdated 4-year-old thread to the one you created)
0
0
Juniper
ACE - Expert
•
23.4K Messages
4 years ago
Upgrades come with a 24 month agreement. Warranty replacements, or a MPEG swap order to replace MPEG-2/SD-only boxes as required to continue service, do not.
Agent should disclose if there is an agreement. For both DirecTV's protection and yours, an order confirmation is emailed for you to review. It is the responsibility of the consumer to read through it before any work is done (or equipment received if didn't need a tech).
Tech should never take the WVB as that is an owned accessory, not something they take back. Call DirecTV and file complaint on the appointment. I would include not being notified that they couldn't make the appointment and you got no notice that reschedule was needed.
DirecTV doesn't ship for self-install of any new TVs. The exception is if you have a wireless Mini Genie Client on the account already, as you would already have the WVB. But if you don't have a wireless Client active, or the additional is a wired box, that requires a tech install. They have no way to remotely see if you have additional cabling, is setup correctly, and in good condition.
The WVB has nothing to do with your WiFi. The WVB is only for connecting wireless Mini Genie Clients (C41W and C61W) to the main Genie. If you meant the Cinema Connection Kit (CCK), that is only for connecting your DirecTV setup to your internet for On Demand, not general WiFi. Though since the 2nd generation Genie (HR44) the CCK is built-in so the old external box should not be connected as has conflicts. But even then, the external CCK like the WVB is an owned accessory and shouldn't be taken by tech.
Agents are required to upsell, like with most companies. So mentioning the streaming-only service DIRECTV STREAM is part of their job. Politely decline any unwanted offers and move on.
Yes outsourcing is more common these days as call centers were hit hardest by social distancing rules. And even with those rules easing up, a lot of people don't want to go back to such environments (stress and being a petri dish as you have limited sick time to have the authorized time off or get fired).
Being with DirecTV since '97 doesn't change how this all currently works, or has worked. Tech messed up taking owned equipment, even if no longer needed. The lack of notification on needing to reschedule is an unfortunate result of the pandemic as they are short staffed resulting in stretched too thin to keep up with any last minute adjustments to tech availability (including dispatch too behind for proper notification). The 24 month agreement has been normal since they transition from owned boxes to a lease model a few years into your service. And it has always been up to your due diligence to read the order confirmation as would show that agreement and any other details.
So certainly some challenges on DirecTV's end, but there are parts that you should be aware of having service for over 20 years. Certainly call and submit complaint on appointment, or even do a BBB complaint, for what DirecTV is responsible for. But at least going forward make sure to read any paperwork (even electronic versions) so you don't get surprised by information the agent didn't mention (accidental or on purpose).
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