Posted by LOTGK on October 10, 2007
You see the commercials everyday touting DirecTV and the NFL package. And yes, I have had DirecTV for years now. Every month when they send me my bill, I receive a little note saying if I have any concerns with my service, to please contact them.
Well, this Sunday, I had a major concern. I tuned my receiver to channel 712 prepared to watch the Vikings / Giants game at 1pm. I watched the pregame, and settled in cheering on my team through the first half. The Vikes weren’t doing so good, down 20 nothing at half, but hey, they are the top rated offense so who knows. Anyway, 5 minutes into the third quarter the TV screen goes blank and it says at the bottom of the screen that “This program is not available in your area.”
WHAT? I’m from Ohio, and the Vikes were not playing the local teams, Pittsburgh or Cleveland, so why was this game now blacked out? I checked the local channels and found that on CBS the Bengals were playing the Titans and the Lions were playing the Cowboys so DirecTV, as it states in their contract, must offer the Vikings game.
I decided to take DirecTV’s advice and call their customer service phone number to voice my concerns. Of course, it was an automated menu that makes you select half a dozen menu choices to reach your destination. After waiting for 5 and a half minutes, (Yes, my phone has a timer) I finally got a human on the phone. She asked for my phone number and last name to verify the account and then asked what the problem was.
I explained that the Viking game was taken off DirecTV channel 712 midway through the third quarter and I wondered why. I also said that the Vikes were not on the local networks. She put me on hold to check out why the game was blacked out. Three minutes later, the customer service agent comes back and says that the local network is broadcasting that game hence that is why the Vikings game is blacked out. Well, I told her that the Vikings game was not on the local stations and if the game was blacked out, why was I watching it from the beginning through midway the third quarter? She said she didn’t know but that DirecTV had no control over what the networks broadcast. I asked to speak to her supervisor and she hung the phone up on me.
Determined, I redialed the customer service number. Went through the automated service menu and waited for a human voice. This time, it was almost 8 minutes. Standard questions to verify my account and again I explained my problem to the customer service agent. Again I was put on hold. Again I was given the same exact explanation that it wasn’t DirecTV’s problem and that the networks can broadcast whatever game they choose. Again I asked to speak to the supervisor. Again I was hung up on.
More determined, I redialed again. Automated service menu, human voice after 6 minutes, same verification process, same explanation of my problem. Same response from the customer service agent. At this point, I believed I really wasn’t talking to a “Live” person but an automated response for it was exactly the same but in a different voice. I decided to change up things a bit and said that I was hung up on the past several times when I asked to speak to a supervisor and that I was now pretty irate and wanted an answer from the supervisor. The service agent said “No problem, one minute sir, and I will connect you to my supervisor.” I was on hold for ten minutes and then the line was hung up.
Really determined, I made three more attempts with the same results. On my next to last call, I asked if I should call my credit card company and dispute the bill for I was not receiving what was promised. The customer service actually said that would be a good thing to do for he wasn’t going to do anything for me. Then click, he hung up. On my last call, I again asked yet another service agent if DirecTV was violating FCC rules since they were broadcasting the game for the entire first half and midway through the third quarter. He answered yes, but still he couldn’t do anything for me and that the supervisor was to busy to speak to me, a long time customer, of more than ten years.
In review, DirecTV SUCKS. Their customer service, they have no customer service. DirecTV does not care about it’s customer base, especially it’s long term customer base. I will never endorse DirecTV to anyone. I will cancel my subscription with them. I have already called my credit card company and began dispute proceedings with them. Did I mention that DirecTV sucks?
LURKING ON THE GRASSY KNOLL