Statement from DIRECTV Group CEO Chase Carey

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[May 28, 2004]

Statement from DIRECTV Group CEO Chase Carey

EL SEGUNDO, Calif. --(Business Wire)-- May 28, 2004 -- Chase Carey, president and CEO of The DIRECTV Group, Inc. (NYSE:DTV), today issued the following statement in response to a story today concerning the company's plans for its forthcoming Spaceway satellite broadband Internet service.

"The article in today's Wall Street Journal contained or implied a number of inaccurate statements from unnamed sources regarding Spaceway. First, as we have previously stated, our goal has been to utilize the satellites for both DIRECTV's video business and broadband purposes. This is not new news and was included in our FCC filing last year. Second, we have not scrapped plans to use the satellites for broadband access. In fact, the satellites are being designed specifically so they can be used for video or broadband. Finally, we are committed to launching two satellites in early 2005 with a third satellite as a ground spare.

"While our plans are still in development and decisions will ultimately be made in the best interest of the overall DIRECTV Group, we consider both the video and broadband capabilities of the Spaceway satellites to be an important part of our future."

The DIRECTV Group, Inc. (NYSE:DTV) is a world-leading provider of digital multichannel television entertainment, broadband satellite networks and services, and global video and data broadcasting. The DIRECTV Group is 34 percent owned by Fox Entertainment Group, which is approximately 82 percent owned by News Corporation Ltd.

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Discussions:


	Please contact or send me the email address of the CEO of Directv. Reason: On the HD channels, the closed captioning does not work, we ( the hearing impaired) have to click up to the simulcast to see said closed captioning. I would guess there are thousands of people who use Closed Captioning, can you visualize how much the advertisers will lose in revenue if this problem is not fixed? Again either this company contact the CEO or you please give me his email address so I can cite the problem to him. Debby Debby6alex1@aol.com Please respond privately

By Debby

10/9/2007 8:57:29 AM


	Mr. Chase Carey, Please be advised that your telephone service writers will tell a subscriber anything and lie doing it. Reference 442765 - Kat Promised upgrade at noon today while she told contractor noon tomorrow. I have been rescheduled twice. This will affect your company business. William Waggoner 205-274-7584 Please call today.

By William Waggoner

11/15/2007 2:26:04 PM


	DirecTV took away channels from my Premier package and when I asked why, they said that they are packaging some of the channels and if I want to get them back, I have to pay for it. This is not ethical at all. Whey do they sell me a package and few months later take aways channels form me. I canceled my package anyway. This company does not care about customers at all. I am very disappointed.

By Shawn

12/27/2007 6:10:04 PM


	I agree with the statements above. The lack of concern with Customer Satisfaction is appalling. I have had this service for 14 mos, and 12 technician visits later still am unable to watch a complete program. The telephone reps don't care and are extremely rude. A further letter is being written. Cablevision has no worries.

By Tina Klemm

12/28/2007 7:11:40 PM


	I left my cable company because of all the hype about DTV only to find awful service. My installer busted through the wall of my closet when he failed to have the proper drill only to inform us after the fact and then stated he would fix it. He fixed it alright, by spackling over the hole and leaving. No sanding or repainting done on his part. Three months after the service installation two of my four remotes died and they charged me 17 per remote to replace. Totally insane. Oh, and the promotional portable DVD player I'm suppose to get never came. Everytime we call we get that it's on its way. I feel like I've been raped and as a consumer I'm tired of being molestated by companies who offer false hope, bad service, and want to come around for seconds like nothing ever happen. When is someone going to stand up for the average American consumer who works hard and only wants what they pay for. Sodomized in SC by DTV and left to bleed out Spoke with James, Sr. Staff and Debby, Floor Manager on 1-22-08. Both talked down to me and did not want to hear my issue. I miss you all the worst if you continue business this way.

By Bishop

1/22/2008 9:46:39 PM


	I would like to describe for you my long-standing relationship with Direct TV. A most recent experience has, as they say, “put the icing on the cake.” I have been over-billed, hung up on, and left to pay for items that do not function as they should. On February 3rd, I contacted customer service about a problem I was encountering on one of my HDDVR receivers. I'd rented a pay per view movie and found that I could not get rid of an error code indicating, network settings could not be found. Additionally, the screen saver was continually activating. I spent an hour and a half on the phone while the movie I paid for played. To your credit, I was reimbursed for that movie, and a second showing was arranged for which I was charged. In the process of attempting to resolve this issue, I was transferred five times, and ultimately, disconnected. I was being transferred to schedule a technician to come to my home to fix the problem when I was disconnected. I did not have the energy, nor was I wiling to commit more time, to call back as has been the case so many times over the course of my relationship with Direct TV. I cannot count the number of times I have been disconnected after several transfers, only to have to call back and begin the process from the beginning. The thought of trying to work my way through your automated voice prompts, only to have to retell my story, again and again, in order to get back to where I was disconnected, was disheartening to say the least. Neither did I receive a call back from the party who disconnected me. This issue is yet unresolved as a result. During my hour and a half long call, I expressed my ongoing frustration with Direct TV in that I have yet another receiver, an HD receiver, which has never functioned correctly. On this particular receiver, I am able to receive clear, uninterrupted reception on neither HD nor Pay per view channels. I receive the same errors over and over again, including channel not purchased, channel

By Vonne Andring

2/5/2008 7:11:06 PM


	Regarding my post above, I would be very pleased if it were forwarded to Mr. Chase Carey, or doesn't he care to be contacted by those who keep him in business? Perhaps he would rather be represented by the computer generated voice that answers the phone for Direct TV? Good God I hear that voice in my sleep.

By vonne Andring

2/5/2008 7:17:13 PM


	letter continued from above: not available in your area, check multi-switch box, and searching for signal. I explained that I'd spent countless hours, on countless occasions, on the telephone routing my way through the automated prompts, troubleshooting with technicians, and rearranging my schedule, numerous times, in order to accommodate a technician visit to my home. Despite those repeated inconviences, this issue, like the issue with my HDDVR, is also unresolved and has been so for two years of more. It remains unresolved, because, as yet, I cannot fathom the idea of giving more of my time to this absurdity. I run three restaurants. I do not have the time to sit in my home and wait for a technician, nor do I have the time to spend on the phone explaining and re-explaining. When I was finished explaining, the gentleman, with whom I was speaking, said he would attempt one last trouble shooting effort, and would then assign me to someone who would stay with me until the situation was resolved--I believe he referred to this as “case management.” My case manager, Seth, called me later that same evening on February 3rd. I asked Seth if he would mind calling me back since my family and I were watching a movie—we were finally able to watch the movie we'd rented. Seth said he would call me back the next day. That would have been February 4th. Today is the 6th, and I have still not heard from Seth. Once again, my faith in Direct TV sinks.

By Vonne Andring

2/5/2008 7:28:13 PM


	(continued it gets better) I want to explain to you that I have paid for an HD receiver for more than two years, the functionality of which, I have never been able to enjoy. I have left the situation unresolved, after many exhausting inconveniences, because I am absolutely out of energy, and faith in your ability to resolve the issue. It is for this same reason that I have not canceled my account--I have not yet found the time or the energy necessary to do so. Instead, I moved forward knowing I was paying for something I was not receiving. I moved forward with you, listlessly, not wanting to deal with it at all. I moved forward sickened by the reality that I had just two very draining choices: {1} Call again, spend hours on the phone with computer generated voices, endure multiple transfers, explain myself over and over, and rearrange my schedule so I can sit in my house waiting for a technician, only to find myself exhausted, and sitting with the same unresolved issue. Or, {2} muster the energy to research other providers, spend hours on the phone to cancel my account, then more to create a new account, hours in my home away from my job in order to remove Direct TV and install another service.

By vonne Andring

2/5/2008 7:40:04 PM


	(continued--last page) As I said, I have the energy for neither scenario at the moment. So you see, what you have in me, is a customer of fatigue-induced apathy—but certainly not satisfaction. When I do summon the time and the energy to take this on again, and I assure you I will, you can bet I won't spend my new energy talking to your fembot or any of your other technicians. I won't use my energy to sit in my house awaiting your technician. I won't use my energy to sing your praises. In fact, any time the subject should come up I've got quite a story, with a very lousy ending, to share. I've given our relationship every benefit. You have failed to recognize the value in our relationship. In fact, even as I type this letter of frustration, I have difficulty believing any one on your end will have taken the time to read this far. It seems with Direct TV, it is unrealistic for the customer to expect that payment for services would be enough to ensure satisfaction and reliability. Instead, satisfactory service seems to require consistent and great inconvenience to the customer, and that the customer have the tenacity of a bull. I’m simply exhausted and sick over it. Vonne Andring

By vonne Andring

2/5/2008 7:40:49 PM


	I have been a loyal customer of Direct TV for many years. We have been having technical problems with our receivers for the last month. The older receivers are not able to access the basic channels. We can only access the Premium channels. We had an HD dish installed in DEC/JAN that sometimes works and sometimes doesn't work. When it doesn't work the analog dish is working - so it is not a weather condition. I was on the phone yesterday off/on from 10:00 AM till after 6:00 PM. Apparently, my account has been put into a state of case management which means that I have to be contacted by a senior technical person to schedule an appointment for service. I originally was told that they would get back to me in two hours (that was yesterday at 10:00 AM). Later in the day I was told they would get back to me in 24 to 72 hours. I also discovered that we have been paying 10 dollars a month for two receivers we do not have. My frustration with your service reached a high water mark and I decided to just cancel the service. I was then told that I would be charged $400.00 as a cancellation fee because of the HD dish (that sometimes works and sometimes doesn't work) -- Interesting that the equipment that doesn't work is what has the cancellation fee attached. Realizing that this was indeed a hidden fee that I never signed off on, I went to the FCC website and discovered that there is a class action lawsuit against Direct TV because of these hidden fees. I talked to someone from Direct TV corporate today about this fee and was told that I need to go to directv.com/agreement to read my agreement. I am not a dishonest person and I 100% believe that telling a customer to go to a website to read an agreement that was never verbally stated is dishonest and at the very least purposely misleading. My husband is the owner of a very successful company. He has always believed that a satisfied customer is the best advertisement that a company can have. Apparently, Direct TV sees itself

By Sara Walters

4/2/2009 12:21:01 PM

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