I’ve been waiting for this day for a year and a half. After some bad customer service from DirecTV and some research that led to even more bad customer service stories, I’ve been waiting for my contract to end, so I can cancel my satellite service.
I finally hit the official end of my contract. I did some research as to how to get the best deal on phone, internet and TV. I called DirecTV to make sure my contract was over. In the end I settled on a Charter Cable bundle for all three services. We decided it was important to keep a landline for now, and Charter had the best bundle price for us. When I called Charter to order service, I got an even better deal with no contract, so I’m a pretty happy camper.
That just left one step: calling DirecTV to cancel service.
I called DirecTV around 8:00 yesterday morning to cancel my service, as the Charter installer was coming around 10. The guy I talked to was understanding, but he kept badmouthing the cable company. He reminded me that I would only get 100+ channels with cable, whereas I was getting 250+ channels with satellite. I told him I was getting the channels we actually watch, and that’s what matters.
He then asked me if I was aware of the $17 monthly charge Charter would give me for DVR service. I told him that I wasn’t sure of the cost breakdown, but we were getting an HD DVR, and by bundling everything with Charter, we’d be paying $55 less a month than we were currently paying with the variety of services we have now.
Then the customer service rep asked if I had looked into bundling phone, DirecTV, and internet through Qwest. I told him I love Qwest internet, but it’s not offered where I live.
He finally conceded, explained the process for shipping the equipment back, and told me I’d be receiving an email confirming my cancellation of services. I thanked him and hung up, thinking it was over. Wrong.
While the Charter installer was here, the phone rang…on my new Charter phone line, I might add. It was an 877 number, but I answered it against my better judgment.
It was DirecTV again! The new customer service rep was sorry to hear that I had decided to discontinue my service. Since I had been such a great customer for two years (they must have forgotten about the little argument we had a year and a half ago), she was willing to offer me a less expensive programming package, with no contract. In addition, she offered me an immediate $150 credit toward my account!
Since I’ll make up the difference in less than three months with my current Charter arrangement, I turned her down. She thanked me. Surely that was the end.
You have to admire their persistence. The phone rang again around 1:15. Another 877 number. Why do I keep answering these calls? By now my Charter services are all set up and the Charter guy is long gone.
This customer service rep offered me breaks in pricing and a $200 credit toward my account! Woohoo! I still declined and asked them to please send me boxes, so I could return their equipment. The customer service rep assured me that they would arrive in 5-10 business days.
I was beginning to get skeptical that I’d heard the last from DirecTV. Sadly, I was right.
Another 877 number. This time I didn’t pick up. They didn’t leave a message. That was around 3:00.
When the phone rang again around 4:00, I didn’t even have to look at caller ID to know who it was. I was in the middle of writing this post though, and since I’m always in search of good blog fodder, I answered the phone.
The customer service rep went on and on about what a great customer I have been (again, they apparently don’t remember me), offered me tons of discounts and a free upgrade to an HD receiver.
I declined again and asked about the email I was supposed to be receiving, confirming that I had cancelled my service. She assured me I’d receive an email in the next 24 hours and told me to let her know if I changed my mind about cancelling. I told her my mind was made up.
Hopefully that’s the end of it. My only regret is that they didn’t appreciate me so much as a customer when I actually had a problem.
If you like this article, please sign up for free weekly email updates.
I'm just an average mom, trying to live a frugal life and get out of debt. I write about things that have (and haven't) worked to improve my family's financial situation. What works for me may or may not work for you, and you should always consult a financial advisor before making important financial decisions.
In accordance with FTC guidelines, I state that I have a financial relationship with companies mentioned in this website. This may include receiving access to free products and services for product and service reviews and giveaways.
Any references to third party products, rates, or websites are subject to change without notice. I do my best to maintain current information, but due to the rapidly changing environment, some information may have changed since it was published. Please do the appropriate research before participating in any third party offers.