We ordered DirecTV last weekend and it was a breeze. The information on the site was clear, the options were excellent, the promotion they're running was a great deal. Then the guy came to install it today and we don't have a line of sight. So instead we're getting terrestrial cable from Charter, which is turning out to be a complete fucking nightmare.

First, the packages they offer you (at $40, $50 or $70/mo) don't come with descriptions that actually tell you what's different about them. If you go into their live chat support system, the service reps will refer you back to a big list of channels that they offer, but that don't differentiate by package. If you actually add a package to your order and begin setting it up, you'll see that various tiers are available with each package. HBO and Showtime are handled differently for some reason (HBO is bundled with Starz in the top package, Showtime is stuffed in the "movie tier"), and other digital channels are tiered based on nothing in particular. Also, over the course of the next year we'll be paying about the same total amount for far fewer channels, no premium channels, and no DVR.

Oh yeah, if you want HD it's an extra $13/mo. Plus you're going to pay $60 at the time of installation, for installation and "line of service fee," a surprise bonus that you don't find out about until after you've ordered. That is, if you ever get an installation scheduled. I've been in the live chat for the last 15 minutes trying to get this set up and the guy's spent most of that time trying to sell me more shit and retaking the information I already submitted with the order. I've finally got him talking times and he offers me "1-3 or 1-5." What? How do you have two-hour and four-hour slots, with no 3-5, except the next day there is a 3-5 slot? When I called to cancel the DTV order they were extremely pleasant and helpful; made me wistful, it did

I don't even have service yet, but still: Fuck you, Charter!

[UPDATE: The cable guy showed up three hours early, which was OK in this instance, but come on. Normal people aren't going to be home. Also, the "digital view" tier didn't show up on my account, even though I'm 100% positive I ordered it, and Charter's "universal" remote has five codes for my TV manufacturer, none of which work.]