Service is freezing up and not working for the last 3 months. Not just every now and then, but I would estimate 8 out of 10 times we tried to use, and when it does work it will kick you out and say oops..... Called many time to get it fixed. They promised within a week and Also promised a credit. guess what not only does the service still not work but the credit was never applied!. see the latest chat below. Chris: Hi, Curtis. Chris: Nice to meet you. Chris: I got the account details now. Chris: May I know what exactly the issue is? Chris: I have read a note on the account that a $10 discount was not applied. Chris: Am I correct? Me: For the last 3 months we have had a problem accessing directtv now on our devices as the screen freezes up. We called multipal times and was told it was a know issue and that they were working on it. They offered a credit for the account. However I just got my bank statement and noticed they charged Chris: I'm really sorry to know that. Me: 10 + 20+20 Me: I think at this point because we are still having the same issue we just want to cancel and get a refund Chris: I see the $25 off was applied in the month of Feb and you were charged only $60 instead of $75 on 2/28/2019. Chris: I understand your situation. Chris: I will refund that $10 and will apply $10 off for the next 3months. Me: the problem is that we are still having the problem. Chris: As a proof you can also mail this chat. Chris: I can help you with that as well. Chris: May I know the devices that you stream the services on? Me: the last agent told me 20 for the next 2 months... however it was not applied Me: roku Chris: Oh, I will check the previous chat and will escalate if it is mentioned as $20 Chris: And were you able to stream fine on other devices like computer/laptop/phone/Ipad/tablets? Me: no same issue. Chris: Okay, In this case I will go ahead will refresh the server form my end now. Chris: To avoid repetition, could you confirm if you've already performed any troubleshooting steps? Me: this has been done many times. I would like a refund and to discontinue my service. I have done all the steps many times I have uninstalled reinstalled Chris: I can understand how upset you are, but I request you to please provide me one last chance in resolving this issue. Me: I have not had tv for 3 months and when we do it get it on it says oops 5 minutes in Chris: I have also involved my supervisor on this chat now. 3/29/2019 2/4 Chris: I'm sorry to know that and I'll be sure to share the experience you encountered with our entire team so that everyone re-focuses on the importance of providing quality service. Chris: Lets us perform one troubleshooting step and that should fix the issue. Chris: Please go to Internet modem and you will find a reset hole at the back of the modem, with the help of paper pin press and hold the reset hole for 10-seconds and then release it once all the lights on the modem start flickering. Me: quality of service starts with the service and the billing credits when the service is not correct. Chris: I understand and I do apologize for the previous rep mistake. Chris: I will apply refund of $20 and will apply $10 off for the next 3months. Me: I am done with the service. it still has glitches. I would like the refund for this month Chris: I understand and as a front line agent I cannot refund more than $20 Chris: I hope you understand my limitations/ Me: it is even worse that it still doesnt work correctly and now there is a price hike Me: then we need to get to someone that can get my refund and discontinue my service Chris: I have also checked with my supervisor and I was only limited to refund $20 Me: 3MONTHS x 75 a month for non service Me: then this needs to be moved up Me: Im not trying to be a jerk but this is wrong Me: I have been very patient Chris: I can understand your frustration. Chris: And trust me, I'm doing my best to help you. Chris: As a front line agent I will be under few limitations. Chris: I have also forwarded your details to my supervisor. Me: I understand. Chris: He should be escalating because he is the highest point of contact and work with my escalation team. Chris: I personally I do not want my customers upset with the services. Chris: I will do my best to help them upto my limit. Chris: I can refund you $20 as previous rep have not applied the $10, and $10 off for the next 3months Me: Not blaming you. but when customer support tells me its a known issue and it is not resolved. then I get billed for a service that can not be used it is frustrating Chris: I do agree with you. Chris: I will go ahead and will re-check with my supervisor. Chris: I appreciated your time and patience. Chris: Sorry for the delay. Chris: I have checked with my supervisor now. Chris: we will refund $40 and $10 off for the next 3months. Chris: The amount of $40 will be credited to your card with in 5-7days. Me: PLEASE UNDERSTAND I have not had a reliable service for 3 months. @ 80 bucks a month Chris: I really wish to refund you but, as a front line agent we do have very less access and trust me I did my best to help you. Me: also the price has just went up 10 a month Me: I understand Me: please get me to someone that can. Chris: I have my supervisor available now. Chris: If you wish I can refer you to him. Me: thank you Chris: Would you like me to connect you to him? Me: please Chris: Sure, please stay online while I refer this chat to my supervisor now. Me: ok Chris has left the chat You are being transferred, please hold... 3/29/2019 3/4 Agent Sam enters chat Sam: Hey! My name is Sam. Please give me a moment to review your request. Me: sure Sam: I can help you with the billing, Sam: I have checked your previous chat and I see that you were requesting for a refund. Sam: I'm sorry to inform, in order to avoid charges for DIRECTV NOW you need to cancel the account before the billing date. If the account is not canceled within the billing date we will not be able to process the refund. Me: we have had the service for a long while and we have had plenty of glitches which we understand. However the last 3 months has been to much for us Sam: I'm sorry but we do not have an option to process the refund. Me: Then I want to file a complaint with you or the BBB. Me: I have been promised this would be taken care of. I have been told I would get a credit on the next bills. NONE of these things happened Sam: I understand that is not a pleasant experience for you. However, it is completely optional for you, it is mentioned in our terms and conditions stating that refunds are not allowed on the account that are not canceled before the billing date. Me: Even at that your company had promised a credit to my bills to keep my business that did not happen. Me: 3 months. I have tried working with Direct tv... nothing is better Sam: I hear you. Me: I have been with your service since it was launched. dealt with alot of issues. Done as your company does not do what it says it will do. In return I get no credit in fact I get a price increase for a service that doenst work correctly Sam: I would like to inform you that, price increase is for all the customers and it is something that cannot be stopped as the DIRECTV NOW price increases are subjected to change! Me: I understand that but maybe you should make sure all your costumers have working services or fix the issues when called in. I have waited 3 months. Would you accept that? Sam: I understand that is just not a pleasant experience for you. However, the issues should get fixed by performing troubleshooting steps. However, I will still escalate your account so that we can take care of it. Me: I have done all the steps 10x Me: your service said it is a known issue on your side Me: I am not the only one Me: please escalate Sam: One moment please. Sam: I have checked your account and I see that the issue had been escalated multiple times. Sam: Let me check what went wrong., Sam: Can you please access the link and let me know the upload and download speed it shows - http://speedtest.att.com/speedtest/ Me: 92.8 download and 103.2 upload Sam: Thank you. Please standby. Sam: When you try to stream services on Roku, do you see an error 'its taking a bit longer/we appreciate your patience? Me: no it justs locks up on the opening page with the blue line stopping across the bottom. We sometimes restart with about a 25% success rate. if we do manage to get in it will play for a short while and then give an oops message Sam: Thank you for the info. Sam: I see that you have been with DIRECTV NOW since 669 days and I understand issues like this is not a good thing. I request you to give us 7-10 days to get the issues fixed. Sam: I also request you to reset the wifi router after 24 hours just for better experience. Me: thats exactly what they said last time Me: my sever resets every 24 hours for maintenance Sam: I understand these words seems similar to you. However, as a Supervisor I can escalate the issue and get it resolved for you on higher priority note! I request you to give us 7-10 days of time to get the issue resolved. Me: it was escalated last time as well. Also had tech online with us. still didnt get fixed. However I will give you the time but I want the refund for not having the service Sam: I'm sorry we will not be able to refund the money. However, as a Supervisor I can honor $10 credit for the next bill. That is the maximum we can do for you. Me: so the last agent before you got on line offered 40......and 10 off for the next 3 months... but now 10? wow Me: please escalate this to someone that understands what it is like to pay almost 80 a month for the last 3 months for a service they can not use Sam: Yes, that's correct. However, we cannot provide huge discounts on the account. We can only apply $10 credit. I'm the last point of contact for the customers. Sam: I also see that you already received an discount from the agent earlier which was applied on 2/22/19. Me: this is a joke. please read the post by the agent before Me: thank god this thing has a print function 3/29/2019 4/4 Sam: I have read the previous agent chat and I have given feedback to agents that we are not supposed to provide huge discounts on account. I had also made a detailed notes on your account regarding the conversation we had. Me: a 10 dollar credit for 80 dollar service that doesnt work..... Hey I will sell you service that doesnt work for 50 and give you 10 back.... great business plan DIRECT TV GET IT TOGETHER!
I agree with pissed consumer who wrote about the freezing up and otherwise repeated poor service. and the chat makes it all the more exasperating and irritating and uncool.
We do not need to hear some psychological bs about how they understand how frustrating it must be and how they promise to fix it and after depriving you of proper service for months offer you a $10 discount after RAISING the price $10.
Nobody wants to CHAT - much less with a machine, and after going through this irritating chat experience you expect not to have to do it again. BUT YOU DO AND YOU GET AN *** MACHINE.