Consuming Interests: DirecTV customer service can bewilder - News and tips for consumers on shopping, saving money, deals and credit

By popular demand... er... OK, only two of you were interested in my DirecTV encounter, but here goes.

I've been a pretty happy DirecTV customer for quite a few years now. I got a fancy TV as a gift from one of my very lovely sisters and decided that using rabbit ears would be shameful on something so pretty. I used to be a cable customer, but went cable free for three or four years after I decided I was tired of my cable bill constantly rising.

Last year, on a whim, I decided I needed a digital video recorder. I rarely ever jump on electronics on a whim since I am a bit of a Luddite, but the idea of magically recording TV shows I routinely miss because I have the memory of a gnat and forget when they're on (hello. I'm still mad that I missed the famous singing Buffy the Vampire Slayer episode) really appealed to me.

Plus, DirecTV was offering a deal on a free DVR with a free year's worth of DVR service. All I had to do was sign up and wait for the tech to bring me my DVR. Excited, I signed up. Still excited, I waited for the tech on the appointed day. Not so excited, he turned out to be a no show.

Now usually, I'm pretty patient with service techs. I know they've got a hard job. But this time, I figured I didn't have another day to sit around waiting for a tech to show up with a piece of equipment that I've managed to live without just fine all these years.

So I called DirecTV to complain that a tech didn't show and tell them to cancel my order since I didn't have the time to take another day off. The service rep asked me if I was sure, I said yes. She then tried to talk me into giving them another chance and I politely said no, thank you. This went on for a little while.

After some time, she finally says she'll cancel out my order, but can't take the $5 discount off my account for the free DVR service that came with the package deal. She patiently explains that once I'm in the system, I can't be removed from the system. But that same system, peculiarly enough, will allow me to cancel the order. Are you confused? I was. As I recall, the conversation then went something like this:

ME: I hate to sound like an ingrate, but how does that benefit you as a company? Are you sure you want to give me a $5 discount for a service that I'm not getting?
Service Rep: The computer system won't let me void the discount.
ME: OK. I hate to sound paranoid, but after giving me this discount for a year are you then going to start charging me for a service I've canceled and for equipment I never received?
SR: No, ma'am. We've canceled your order.
ME: OK, but you're still going to give me this discount?
SR: Yes ma'am.
ME: That's great. Completely bizarre, but great. You know I'm going to call in a year if you guys charge me for DVR service, right?
SR: Yes, ma'am, but you won't be charged.
ME: ooOOoookay.

That deadline is coming up. I am slightly worried I'm going to be charged for DVR service, even though I feel slightly guilty every month when I pay my DirecTV bill and see the $5 discount. Other than this beneficial mistake in my favor, I've never had a problem with DirecTV.

I'm still with DirecTV, but my experience did make me wonder about the level of competency going on behind the scenes at the satellite TV company.