Cancelled DTV over terrible customer service

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mcdtec

Thread Starter
Active SatelliteGuys Member
Sep 15, 2010
18
0
PA
My wife cancelled our DTV after wasting countless hours with a very helpless customer support. We have been DTV customers for over 7 years. AT&T/ DTV changed our billing cycle after our automatic payment was interrupted because of a credit card security code change. We tried to talk to a competent manager but found ourselves on hold and disconnected several times. I could go on & on.

I was hoping for a winback offer and resolve our issue but haven't received anything but boxes to return our equipment.

Any suggestions?
 

JGD9

Active SatelliteGuys Member
Aug 28, 2017
24
2
MO
My wife cancelled our DTV after wasting countless hours with a very helpless customer support. We have been DTV customers for over 7 years. AT&T/ DTV changed our billing cycle after our automatic payment was interrupted because of a credit card security code change. We tried to talk to a competent manager but found ourselves on hold and disconnected several times. I could go on & on.

I was hoping for a winback offer and resolve our issue but haven't received anything but boxes to return our equipment.

Any suggestions?
You can also call in and tell them you just cancelled and want to see if there's anything they can offer you. That's how I got my win back offer.
 

mcdtec

Thread Starter
Active SatelliteGuys Member
Sep 15, 2010
18
0
PA
Thanks for your suggestions. It has been about a week since my wife cancelled. I'm not a Comcast monopoly fan. Was considering calling Dish tomorrow, I guess I'll try DTV also. I'm a hockey fan and the internet streaming options don't cover what I need.
 

nvsundevil

Well-Known SatelliteGuys Member
Aug 20, 2015
26
17
Nevada
Be careful with Dish..........you might end up in a two-year contract with hefty cancellation fees if you do decide to go back to DTV. I would try calling first..........ask for the Retention's Desk.
 
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Sep 17, 2017
10
13
NC
Dish Network blows DTV out of the water on price, options, equipment, and especially customer service. DTV has the most rude, impolite, unprofessional customer service reps of any company I have ever worked for................(I am a contractor for DTV and Dish Network). You have a problem with DTV and their best response will be,,,,,,, deal with it or leave, we don't care. If you have a problem with Dish, they do their best to fix it and I have never dealt with a rude customer service rep with Dish.
Nothing in it for me, just my honest opinion, hopper 3 is the best DVR ever invented.
 

ncted

SatelliteGuys Pro
Pub Member / Supporter
Jul 4, 2004
4,411
2,972
Durham, NC
Thanks for your suggestions. It has been about a week since my wife cancelled. I'm not a Comcast monopoly fan. Was considering calling Dish tomorrow, I guess I'll try DTV also. I'm a hockey fan and the internet streaming options don't cover what I need.
I'd try DirecTV retention again. If they won't play ball, Dish is worth a look. Make sure they have a programming package that works for you. I'd avoid the cable company, but that is just my personal preference.
 

Jimbo

SatelliteGuys Master
Lifetime Supporter
Jul 14, 2005
61,263
2,924
NW Ohio - Buckeye Country
Be careful with Dish..........you might end up in a two-year contract with hefty cancellation fees if you do decide to go back to DTV. I would try calling first..........ask for the Retention's Desk.
I would Expect a 2 year contract from D*, the Hefty cancellation fee is the same as always.
I would be shocked if you went back and didn't have a 2 year commit.
Won't know till you contact them, unless they call you.
 

mcdtec

Thread Starter
Active SatelliteGuys Member
Sep 15, 2010
18
0
PA
AT&T charged our credit card $140 but DTV says they were not paid. We emailed DTV a copy of our credit card transaction but it doesn't sound like anyone knows how to fix our account. AT&T says they were paid. One agent told my wife not to worry about the $140, pay the bill if we want service. If it was my customer I would fix the account and make my customer happy. I guess we could put the $140 in dispute with our credit card. We never received credit for the AT&T charge on our account.
 

Andrew Sullivan

SatelliteGuys Family
Aug 28, 2017
90
32
Arizona
With all of the options available to the customer you would expect customer service to be top priority. Buy a car from any dealer and you will see how how customer service should be handled
 

lparsons21

SatelliteGuys Master
Lifetime Supporter
Jul 17, 2009
8,161
5,274
Herrin, IL 62948
AT&T charged our credit card $140 but DTV says they were not paid. We emailed DTV a copy of our credit card transaction but it doesn't sound like anyone knows how to fix our account. AT&T says they were paid. One agent told my wife not to worry about the $140, pay the bill if we want service. If it was my customer I would fix the account and make my customer happy. I guess we could put the $140 in dispute with our credit card. We never received credit for the AT&T charge on our account.
I had a similar issue with some other company and disputed the charge they made but didn't credit the account. The bank's dispute people got that straightened out very quickly. So it is worth doing just that.
 
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purwater

SatelliteGuys Family
May 2, 2004
72
8
Bluefield, VA
I too was a 7 year customer and CS with AT&T caused me to leave. We tried their wireless service and it was just too spotty at our house. We ended up returning to Verizon and then our nightmare started with their billing departments. We ended up losing a lot of money on phones. I decided if they want to treat a customer that way I'd not give them a chance at any more of our money. I had no problems with the DTV service. When I called to cancel last week they made a very weak attempt to keep me as a customer. I declined the offer and she said she'd cancel the service and ship the boxes for my equipment. I remember how great the CS was before AT&T bought DTV. Sadly it seems it has started trending downhill. They would bend over backwards in the past to keep you happy. I've received discounts and new equipment without even asking. Just calling for a different issue and the rep would offer me some discount or freebies for being a loyal customer.
 

mcdtec

Thread Starter
Active SatelliteGuys Member
Sep 15, 2010
18
0
PA
Thanks guys for your help. Dish will be installed in a couple days. DTV wasn't even close on price or customer service.
 

Jimbo

SatelliteGuys Master
Lifetime Supporter
Jul 14, 2005
61,263
2,924
NW Ohio - Buckeye Country
With all of the options available to the customer you would expect customer service to be top priority. Buy a car from any dealer and you will see how how customer service should be handled
Really ....

I went into a GMC dealer to spend $50,000 + and couldn't get anyone to pay attention.
I went over to the Ford dealer and got the help I needed.
 
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