Announcements
You Could WIN A Year Of Wireless Service – Learn More!

Teacher

 • 

2 Messages

Mon, May 21, 2018 7:25 PM

Why is Directv customer service so horrible

Directtv has the most horrible customer service I have ever dealt with! The people give you yh run around and nobody has the same story. I have spoke with at least 5-7 people today and all of them told me different answers. I was due for installation today between 8am and 12p and nobody ever showed or called. I got numerous of email reminders that my service was due for install today 05/21/2018 8am- 12p. But yet the customer service people tell me I was never scheduled, why would I get reminder emails of service was never scheduled. When I tell Directv I M very dissatisfied and was thinking about switching to a different provider all they had to say was that they don’t see my install work order. This is so unprofessional, unacceptable and just very horrible customer care. I’m switching providers and loosing the headache of dealing with Directv, the customer service is just horrible and extremely poor.

Responses

Teacher

 • 

2 Messages

2 years ago

I have never seen such bad costumer service in my 50 years. 10 hours of time devoted to dealing with direct tv - really??? For tv??? I even tried to cancel my account since no one could tell me why the installer never showed up but they were not able to refund me my money or cancel my credit card. I am only a customer because I fell like I’m going to be charged regardless. ATt and direct tv employees have zero care if you have to take off work several times because they have no communication skills and are unable to keep a appointment. The worst experience ever and like I said - I’m worried I will be charged if I try to cancel. On hold endlessly only to be hung up on and oversees customer service reps only interested in asking me marketing questions while trying to get answers of why no one posted or called or emailed after I took off work to be home for a install. They can email and text endless marketing material but can’t call text or email to update you on your appointment. 

Contributor

 • 

6 Messages

Similar experiences here. The absolute worst experiences I have ever had bar none.

Tutor

 • 

1 Message

2 years ago

I"m having that same issue as I write this, currently Janella  is telling me that she can't connect me to a supervisor. She's person number 10 I've spoken to, and a supervisor has hung up on me already, and I've gone from a person who wants a question answered to someone wanting immediate cancellation. In fairness, I deserve credit for not resorting to racism in dealing with unprofessional person after person. And no, I don't want to set up a passcode unless it can be

[Inappropriate content removed]

[Please keep it courteous]

Xponder

Employee

 • 

277 Messages

2 years ago

@hannahrr

 

https://www.att.com/legal/terms.forumguidelines.html

 

Quote "

Keep it Courteous

Do your part to ensure everyone has a positive experience when participating on the Community Forums. Always be mindful of your posts and activity when participating. Specifically, please refrain from posting anything unlawful, libelous, defamatory, obscene, pornographic, indecent, lewd, harassing, threatening, harmful, invasive of privacy or publicity rights, abusive, inflammatory or otherwise objectionable or injurious to third parties. Your opinions are always welcome. However, neither personal attacks nor harassment are acceptable and will not be tolerated. This includes "flaming" others via posts, replies or through private messages. Any use of the Community Forums that in AT&T’s sole opinion does not conform with these Guidelines or the Terms of Use is unacceptable and subject to removal. In addition, AT&T reserves the right to terminate your member account under such circumstances.

"

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

1 Message

2 years ago

I'm going through months of aggravation with Directv.  A tech improperly installed my satellite and my roof is leaking above my daughter's bedroom.  Directv's call center is horrible.  I keep having to repeat what's going on to multiple reps and they keep transferring me to the wrong person.  Directv also kept sending out tech's stating that they would fix the roof.  Naturally the tech's look at me stupid and say that they can't fix a roof (no duh).  Please also note that I had to fight them on charging me for the service calls. 

I filed a claim using their third party company "Sedgewick", which apparently has just as bad service.  No one calls me back.  No one.  And I feel like I win the lottery if someone picks up the phone!  I finally was able to talk to someone at Sedgewick today and they said that they don't deal with roof claims and I need to talk with AT&T risk management.  WHAT???  So I've been wasting my time trying to connect with Sedgewick for three months, per Directv's direction.  So naturally I try contacting AT&T Risk Management.  After waiting on hold forever, someone from Sedgewick picks up the phone.... that's right... Sedgewick; not AT&T Risk Management.  They asked for my claim number.  I didn't even finish giving her the number before she said I needed Risk Management and promptly transferred me again. I waited on hold again forever until the connection just automatically through me into voicemail.  I left a message, but my hopes are not high due complete lack of competence.

I have a roofer.  He gave me an estimate.  Directv just needs to pick up the bill.  It's not that hard to do.  

I'm assuming I'm going to have to take them to small claims soon.  I shouldn't have to do this.  But I feel I have no other alternative.

Tutor

 • 

1 Message

2 years ago

OMG.  This is my same story

 

poor customer service!!  Im switching

Contributor

 • 

1 Message

2 years ago

All they hire is cheap millennials.  What do you expect.

Tutor

 • 

2 Messages

2 years ago

I can understand people losing control of their feelings.  I have had a 12-4 service appointment 2 weeks in a row, both missed.  So, in addition to taking what amounts to a full vacation day to sit home for no reason, I have spent NO LESS than 5 hours on the phone trying to get it straightened out, bouncing from one department to another and being promised someone in tech would call me back within an hour on 2 occasions....never happened.  People pay for your services and expect help when requested in a reasonable amount of time.  I believe we all start out positive and respectful but your service has degraded to such a degree that AT&T/Directv doesn't even know what department is capable of what service or response.  I have had representatives ask other representatives in different departments if they know the number to a department that can help.....REALLY.  I have also had reps say to me "this is a widespread problem, if you only knew", IF THAT IS THE CASE let folks know you are having organizational issues and hope to have them straightened out soon.  I will probably end up cancelling a service I would prefer to keep, as MOST PEOPLE with similar complaints will likely do, just because you cannot give people a straight, honest answer as to why their service requests are not being handled.  Oh ya.....you can take your automated phone system and the repeated need to verify the number you are calling from, etc AND #$#I##IR$!

Tutor

 • 

2 Messages

2 years ago

Same with me, I guess I am not the only one with this problem. Made me wait 2 weeks for an appointment, which I took PTO so i could be gome(4 hours) - Tech never showed, No call - Nothing to indicate a problem. So of course I had to Call to find out, 45 minutes no one knows, so OK whatever lets try again. They said it be another 2 week wait time. OK great lets try again...2 weeks later - Same result. This time i demanded answers while keeping a professional tone - Answer was to be local contractors are out of equipment so the blame was on ATT. 

 

3rd attempt was to just drop ship stuff to my house, Got the stuff - Hooked up as was told and couldn't activate it. "Looks like a tech will need to activate this" - OK great lets get this going. Service tech mentioned he can only repair, not activate (apparently wrong order was submitted) - Back on the phone again

 

4th attempt I did get someone wonderful on the phone - Guy was helpful and he needs a dang raise. I told him the events and hes like wow, you have all the wrong stuff anyway, so lets figure this out... 1 hour later we got it ironed out and basically was an upgrade to Geni 2 system - Missed appointment again

 

Original call for this was September 13th and now October 31st and still nothing. LOL

 

So obviously, No one cares - So I called in today to see what cancellation fees id be looking at, Simple right? Ope, here we go again - Sorry wrong department. 5th transfer in I end up back where I started, 25 minutes later. Whole $30 bucks to cancel, I said Ill give you $60 LOL(Kidding of course) But yes I am cancelling and moving elsewhere. 

 

Tutor

 • 

3 Messages

2 years ago

I am having the same problem yesterday and today. The installation was scheduled for yesterday from 12PM to 4PM. A technician called me after 9PM and told that there are no wireless receivers are available, and he didn't when they will be. I called customer service, and he told me that a Directv would come today to do the installation. No one showed up nor called. Really … really bad … bad experience. 

Tutor

 • 

1 Message

2 years ago

Nobody cares at DirectTv, and I mean nobody! Spent literally hours on the phone being transferred around, waiting on hold, etc. Trying to get a working receiver and a new remote control. Called multiple times, get hung up on, told that I would get a call back and never do. Multiple appointments made and they don't show up, no phone call. I took a total of two days off work waiting for someone to arrive. No Show! What the heck is going on with this company? I spoke with Maria, Clara, Julian, Angel (two times), Amber, Sally, Chris, and finally a supposedly manager named Adam. He (the manager) couldn't of cared less! Have yet another made appointment tomorrow. How much do you want to make a bet that they won't show up? Looking into another company today. I will switch if they don't show up tomorrow.

 

Teacher

 • 

6 Messages

2 years ago

You are correct about being calm and professional.  I have had the same experiences with Direct TV customer service.  Different answers, was hung up on, lied to, would not transfer, refused to help.  FYI:  I work in a support department and if that happened here people would be fired.  

Teacher

 • 

6 Messages

2 years ago

 An addendum to my post.  Direct TV said they would send boxes for the equipment.  No.  Called and was told to take them to FedEX.  Asked where and she gave an address near the airport.  No.  Has to go to a FedEX office store.  Person at the FedEX office and FedEX at the airport said the same thing, "Don't know why but they never send anyone to the right office."  Drove 90 miles out of my way for this.  To the reply earlier by the AT&T employee, I Wonder if I can get a mileage reimbursement.   I would hate to think you were being paid to write posts here, even with the disclaimer.

Tutor

 • 

2 Messages

2 years ago

Nothing but problems with customer service. From people who cant speak English to being given number that takes me everywhere but tech support.. Cant get lower channels, and upper channels are freezing and pixilating. Told local channel are having problems. Had a service call; scheduled but then everything started working well so decided to be a nice guy and cancel it. 5pm this evening, same problem! Called tech support, told 5 minute hold, been on hold for over an hour! I don't want excuses , I want some decent customer service. That's what I am paying for!

Tutor

 • 

2 Messages

2 years ago

This is possible the worst customer service I have ever seen. Bounced around from one person to another, including those that have trouble speaking English. Have been told that the problem is local channels not uploading and no idea when it will be up. Tonight, called again and was told a 5 minute wait. It has now been one hour and 45 minutes and still on hold. This company went down hill when AT&T took over!. Hey ATT if you want customers, treat them right!

Tutor

 • 

2 Messages

2 years ago

Here is an update on me, at this point this is a game. We got our bill knocked down pretty low due to all the drama so figured Id stay as the service works fine, we are just trying to upgrade to the Geni2 which offers 4K resolution, so I said hey lets see how long this actually takes before someone steps in and cares, because I am sure somewhere in the united states there are Geni2 systems somewhere
Anyway, all of this started September 13th… we are 5 appointments in, and what bothers me the most is they did not call to state they are not coming, not sure why thye haven’t called however we had an appointment scheduled for November 18th and go figure, no equipment they said but hey they actually called me this time to tell me.
So reschedule #6 has been done, lets see if December 2nd is a winner

Jordan

Sent from Mail for Windows 10