Direct Satellite TV

Everything went smoothly

We have the premier package because my wife watches everything. I like them because I can get the NFL package, but they need to improve their customer service. Their customer service is like a C. The guys who installed it were great, but again, dealing with customer service, on professionalism I'll give them a B. I'll continue using them as long as they have that football package. To get a better rating, they should listen to the customer's needs and not read from a script. I have a perfect example. I called in June, because I said we have two bedrooms downstairs that we use for guests, and I said I understand that I can get a wireless genie that I could answer from room to room, and the woman said yes. So I ordered that, and then two days later someone called me and said we just can't give you a wireless genie. We have to give you a new package. I said I don't need a new package, I just need a wireless genie. They said well, we can send you two genie minis and a wireless genie. I said no, that's not what I need. I just need a wireless genie, so they said OK. So the guy comes and installs, but he doesn't install a wireless genie. He installs a hardwired genie, and I didn't realize that until I tried to move it from the one TV to another TV and it didn't work. So then I called and I was on the phone for two hours with them trying to get this straight, and they kept trying to upgrade me to a new package. I'm like, I don't want a new package. I just need a wireless genie. So finally the guy said OK. He he takes my order. He said I'll tell you what I'll do. I'll upgrade your current service for free. I said well it's not for free, come on. It's not for free. I'm going to be paying a monthly fee; you're just sending it over for free. He said I can give you one new terabyte receiver, one genie mini and two wireless genies. I said OK, and he said the wired genie needs 4K I said OK, good, that'll go perfect. So he said OK I need to transfer you to someone to verify the order. So when he transferred me to verify the order, it's not what the gentleman and I agreed to. So he said hold on, he puts me on hold. I'm on hold for twenty minutes, then this other young lady comes on the phone and says how can I help you. I said, well I'm waiting for this other guy, he went to modify the order. She said well the order's been cancelled. I said the order's been cancelled? I said I'm waiting for this and I explained it to her. So she said can you hold on, and I said OK, so now she has me on hold for fifteen minutes. She comes back and she says well here's what I can do for you. I can offer you this particular option. I don't need that. All I need is you to replace what was put in the house in error and give me what I want. They couldn't do it, so I said you know what, I'm at work, I've been on the phone for two hours, I have to go. I'm going to call back tomorrow. I call back tomorrow and they were giving me the same runaround. I said all I want is a wireless genie to replace what was installed incorrectly. They couldn't do it, so I said OK, can I speak to a manager. So they said hi, how can I help, I'm a manager. I said can you look up my information? They said yes, you have Direct TV, you have mobile phone, you have internet and everything. I said right, can you cancel everything and come pick up your stuff, and I want you to be able to explain why you're losing someone who has like $400 on their bill every month, because you can't provide what I need, and when I get off the phone with you I'm calling another company. He was like, well hold on. I said no, I'm not holding on because you people, when you put me on hold you put me on hold for twenty minutes. Just cancel everything. He said well what do you need? I said I need somebody to give me a wireless genie to replace what was installed incorrectly, that's all I need. He said you'll have it done in two days. I'm like oh, OK, so it's taken me a month to get what I need. So that's why I'm like, this is ridiculous. Because I threatened to leave and cancel all my products and services, then they were able to do what I wanted, but I shouldn't have to do that.

I'm a brand new customer. The reason I changed to them is they had a promotion to 2 years. I changed my internet and TV. I haven't gotten an invoice yet. It took 3 visitis for them to get everything fixed. When I called, they were very available. they let me know when they would come and came on time. Today, everything is fixed. they perservered until they could get it fixed.

.

Arrived later than schedule window provided, however was competent and professional in installation.

Our experience with this company was fantastic from start to finish. Communication with sales team was seamless. They understood exactly what I needed, confirmed that they could do the job, and quoted me the exact price. The technicians doing the work showed up exactly when they were supposed to, were courteous, and did a great job swapping out my dish. Keep in mind that the installers sent from Mastek (DirecTV's standard Atlanta installer) showed up at my house 9 times and still could not get it right compared to one visit from this excellent company.

The operator was very helpful and courteous. She was able to enroll me into a plan that saved me money and gave me the channels my family wanted.

They are pretty much willing for everything. They barely get down and I get what they said I would get as well. I get too many channels which some people might like. The only thing that I hate is that I had to go to a different tier just to get one station. I have somebody else live in the house with me and it is important to him to have it. I don't have any complaints about them. I have lost contact, have had problems with the sound on some of televisions and have gone blank for a while as well; I have tried to figure out what was wrong as well. I don't have a problem with the internet. They keep their signal going and not really got down; it gets a little blurry at times as well.

It has been a good experience. The level of service is better than I expected. I have never used a satellite company before so the quality has been good. They have a tendency to contact you periodically with service updates, which is a good thing. So they keep you in the loop but the downside is that you always have recorded messages from them about their services. The price was good. It was on par with a regular cable company so I was quite happy with that.