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DirecTV - Maintenance

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Omie of Tullahoma TN (10/27/02):
We have been a Directv customer since they began. You could not buy them in a store and it cost us about $2000. And we have been happy with them until now. On Oct. 23 at 1:00 a.m. my husband jumped out of bed and said he smelled something burning, it was our Directv receiver, it was smoking and sparks were flying out of it.

We unplugged it and took it outside. My husband called Directv and they told him it would cost $25 for them to send us a receiver. We decided to go to the store to buy one because we wanted to make sure we got a RCA. At one store you had to buy a certificate and then call Directv for them to ship it to you. At another store you could buy the whole system if you were a new customer for $25 and get a rebate for $25. But because we were not a new cutomer we had to spend $141 for a receiver.

You would think that because we have been with them for at leaset 6 or 7 years that they would try their best to make us happy without being without our TV for a week. And without making us spend $141 for something that should not have happened. Things could have been worse, our home could have burn down and we could have been asleep.

Gladys of Miami Lakes FL (5/31/01):
5-25-01, contacted Directv because receiver was not working, an assessment was conducted by technical support and expanded technical support; an appointment was made for 05-29-01 for a technician to come to my home.

05-29-01 Technician arrived at 10:30 am, he conducted an assessment which included direction of satelite outside and outside wiring, he stated that he would need to change the receiver, he began the process and then determined that the problem was with the wiring inside, so he did not change the receiver but replaced the receiver that was I had and fixed the wiring.

On returning home that evening and turning on the equipment, I discovered that I was unable to access the channels that I am paying for, for example, HBO, ESPN etc. Contacted customer service at Directv at 8:46 pm, was hung up on, placed on hold, told that there was nothing that could be done for me etc. Finally, at 10:40 pm, I was able to speak with Dave in Home Service/Expanded support, an appointment was made for Thursday 05-31-01 for technician to come to my home.

I requested to be contacted via telephone for a confirmation from the local office, DIRECTV DOES NOT HAVE A LOCAL PHONE NUMBER FOR THEIR SUBCONTRACTORS OR TECHNICIANS THAT PROVICE SERVICE. I left all my phone numbers for someone to contact me.

05-31-01 I left work at 11:30 am, arrived home at 12:09 pm, I waited for the technician to contact me or even show up to my home; at 5:46 pm a gentleman by the name of Umberto contacted me and stated that the technician assigned would not be coming to my home because he is in Miami Beach. In the interim, I made telephone calls to Directv at the following times: 8:35 am, 8:37 am, 1:29 pm, 1:39 pm, 2:15 pm, 4:05 pm, 5:30 pm, 5:33 pm, 5:50 pm, 5:57 pm, 5:57 pm, 6:42 pm. These calls were subject to disconnections, customer service and technician representatives who could not help me or stated that I would need to make another appointment.

I believe that Directv's slogan "the goal is personalized service" is false advertisement, how can I get personalized service when: 1. They cannot provide a technician to conduct service at a time convenient to me when I have sat home waiting on one who did not show or have the decency to contact me personally but had someone to. 2. What compensation can Directv provide to me for missing work?

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