Complaint Review: Directv

Back in June/July 2014 I noticed that DirecTV was running ads regarding upgrades to equipment that offered their latest HDDVR WiFi technology.  In addition they were also offerering the NFL Sunday Ticket and certain movie channels at no charge.  I decided to inquire about the offer only to find out that the technology wasn't totally wireless and the offer was for new customers only.  

I very diplomatically expressed my displeasure in knowing that new customers were getting the latest equipment and that an existing customer was not being offered anything.  I didn't get snarky or disrespectful toward the agent as they really don't have the authority to make these decisions but conveyed that my loyalty to DirecTV was diminished.

To my amazement, a week or so later I recieved a call from DirecTV offering to upgrade my equipment.  In addition I was to receive the NFL Sunday Ticket at no charge.  In return I would agree to use DirecTV for 2 years.  Great! A satisfied customer with a much higher brand loyalty.

This past Sunday my wife informed me that we have been getting charged for the NFL Sunday Ticket.

As a result I contacted DirecTV today and expressed my displeasure.  This is what I learned:

1.  There was a record for the equipment upgrade but "no notes" on the Free NFL Sunday Ticket

2.  When you speak to an agent on the phone you have no idea if he/she follows through.

3.  If there isn't any documentation in their system, the answer is "no."

4.  I now have a 2 year commitment to live up to but DirecTV will charge me for the NFL Sunday Ticket.

5.  The agent even supported my desire to formally complain (which won't do anything).  I was "misinformed."

6.  I have been a satisfied customer over the years with my only complaint being that cable/satellite companies in general seem to offer great bargains to new customers but "piddle" to existing customers.