DIRECTV*Customer Service*P. O. Box *****Greenwood, Village, CO *******August *, ******N...

GetHuman-rnsjr's customer service issue with DirecTV from August 2018

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DIRECTV*Customer Service*P. O. Box *****Greenwood, Village, CO *******August *, ******Not being able to get satisfaction with service with many phone calls to DIRECTV, I am writing with documentation of problems with DIRECTV customer service.**Although there is extensive history with calls back and forth with DIRECTV, I am providing highlights with latest service issues that are of current concern.****When DIRECTV issued the first letter regarding the necessary fee equipment upgrade required to maintain TV service after April ****, I immediately called DIRECTV, to set up an appointment for the upgrade. I was told by a foreign speaking person that there was a fee. I was also told there would be additional service fees after April ****. I could not clarify my concerns as to a language barrier.***From this point it has been all downhill being led to believe that I was given wrong information and that any charge would not exceed an additional charge of $** after April, ****.***After a service call to restore service, the technician tried to clarify that there is no charge for the installation of the replacement equipment and that my current location of the existing dish would get a good signal and would not only improve TV reception but would be more reliable.***An installation service call was requested. The same East Hartford DIRECTV contractor, with a different technician said he could not get a good signal and would not install the equipment. I cannot help wonder if the morning service call ending up late afternoon visit had anything to do with the analysis. The technician said the current dish location was the best location. I watched his work on the ladder and he did not test any secondary locations.***The next significant action was a call from DIRECTV from an individual who identified herself as Ryan Smith, telephone, * *** ***-****. I guess it was a real person as such a person did answer the phone in a later phone call to her number. Again a non-English speaking person who was most difficult to communicate with because of a strong accent and inability to express herself clearly. An interesting person to be in a customer service position. The call from this person was to follow up on the issue of not being able to get the equipment upgrade.***The next call I got from DIRECTV was from another person speaking in an accent that made it difficult to understand. The purpose of his call was to inform me that they were reducing my bill because of problems with service and getting the required equipment upgrade. If I was to be home, there would be a trouble shooter there at **:** AM, tomorrow, on August *, **** to get us upgraded service. No one showed up for the visit. This does not say much for DIRECTV’s service and commitment to customer relations.***Having heard nothing from DIRECTV, I decided to call Ryan Smith back a few days ago. Ryan came to the phone with war room type background noise. After resolving the issue of overpowering commotion, his reaction was I appreciate the call to remind me to look into the problem. Again not a customer service confidence builder and no further resolution of the equipment upgrade. One tech telling me what a good signal we have and the individual sent to do the installation work refusing to install due a lack of signal.**My questions are very simple:***How do I find out if I can get the upgraded service before the April ****?***Who can give me a definitive answer?***When can DIRECTV address the issue?***Do I have to go to another provider?**It is without question that DIRECTV has shown little interest or consistency in its customer service department and addressing my concerns. I cannot help wonder how other customers with service issues are able to resolve service issues except to change providers.**Sincerely,****Richard N. Symonds, Jr. *Account **********Copy: CT Consumer Protection* FCC
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DirecTV

Customer service issue
Reported by GetHuman-rnsjr
Aug 10th, 2018 - 7 mons ago
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Aug 10th, 2018 2:05pm