I have NOT been impressed with DirecTV's customer service. I recently had a CSR call me, indicating that my Choice Plus package was no longer an "offered package." But for being a loyal customer, they would like to give me NFL Sunday Ticket for free along with HBO, Showtime, Cinemax and Starz for 3 months. He also said he would change my Choice Plus package to Choice Ultra and my bill would be $5 less per month. I crossed my "t's" and dotted my "i's..." I took the CSR's name, date and time we talked because it seemed too good to be true.
Well, sure enough, I got my bill and it jumped from $85 per month to $121. After calling to inquire, they said they would refund me for the "Free" HBO package AFTER my 3 month trial was up, but I had to pay for it monthly until then. After explaining the situation, they gave me an extra two months "free" on the HBO package. Come to find out. I would end up getting my refund after FIVE months now.
So beware... their "free" customer service packages aren't consistently free. They are for some people, and they rake others over the coals. Likewise, they don't give all of their customers the same "deals." Take for instance Staci and Robert. They've been with DirecTV for 12 years and had to haggle for a $20/month NFL Sunday Ticket while they called me and offered it for free. Is that fair? No.
Additionally, a co-worker of mine just signed up and he got 3 HD DVR receivers for free and when I signed up, I only got 1. I am paying a $6/month for each additional SD receiver for the other bedrooms. When I called, they want to charge me $199 EACH for the hardware (which I would lease) + installation. Then I would STILL pay a monthly lease fee for the receivers after paying the $400 to swap from SD to HD.
Bottom line is all satellite and cable companies bend you over. Consistency and fairness are a big things with me. DirecTV's picture is GREAT, but when my contract expires with them in the middle of November, I'm not sure that I will continue my service.
Oligarchies suck. And there's not much we can do about it.