Directv – Why Me? — Del The Dad

Anyone who knows why I started my blog, knows that I like to use it to let out things that frustrate me. This time its with a big company that some hate and some are stuck with and they like.

I have had numerous problems with DirectTV. My story to the BBBLA.org was shortened due to space. It has been a headache. I am back with my original cable provider, and will have to wait and see what they try and charge me in cancellation charges. Here is what I tried to send to the BBB but was limited to space. I paid them off so now its how much they charge me for canceling even though they trapped me into their contract.

About 1.5 years ago, I saw an ad on TV for a bundle deal by Verizon for telephone, internet, and HD TV. Verizon provided the telephone and internet and the TV was through DirecTV, with free HDTV equipment. So I called them up and decided I would give them a shot. I had Comcast for all these services, but DirecTV said they had more HD channels (which was very deceiving in itself, because it was not the case.) They came out and installed up the satellite, but informed Kristin who called me at work, that they cannot get a HD signal, so they installed regular equipment. I was at work when all this happened. I got home about the time they were done and told them I was probably not going to be satisfied with that (I had HDTV with Comcast). The installers (independent company) told me, I have a week to decide to keep it, and that if they took it out they would not get paid. So he reassured me that I have a week to decide. The next day I called in the evening after work, and told them I did not want the regular service. I was then told that I only had 24 hours and I was stuck in a 2 year deal, and the only way to get out is to pay 2 years. I told them I would not do that, and they said ok. So I was stuck with something I did not want and was told I would not have to keep. I tried it and eventually moved about 7 months later to a home with an HD signal.

I called and explained to a Customer Service rep my situation and he told me they would give me the equipment and let me continue my deal. And give me the discounts that I would have originally got with the HD deal I tried to sign up for.

I did not have time at that money to do this deal and told him I would need to call back, and he said that would be fine. I did call back, but was then informed that that was a 1 time deal, and they would not honor any deals. After getting transferred and placed on hold and hung up on (this happened many times when I would try and get in touch with the customer service), I finally talked to someone who would said they would let me have the HD equipment for free (instead of like $300) but they would have to start another 2 year deal. I said I may consider that (I just want my HDTV by this time, and I could only use them) but they need to give me the discounts I should have gotten with the HDTV to begin with when I got it all installed to begin with. This includes new customer discount and HD access discount. They told me I would get it for a year. I decided I would do it. This mean about $40 a month for the first year then about $70 after that. So about 5-6 months ago, 4 months after resigning, I get the bill and I am up to paying $75 from $40 with no discounts. I called them and they said I am out of luck.

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This is just one story. There are thousands (some even say hundreds of thousands) out there, but not too many blog. Look it up through google.com. I would stick with a cable provider, or maybe try FIOS (I have never used it but they have a good deal with 1 year contract, and its all underground transmission.) Not a 2 year deal, where they yank you around and hang it above your head.

Also included is their lousy response. A lot of corporations have bad relations and blow off the consumer and public. Kind of Nestle tried to back about a month ago on twitter. I am only one person, so they could care less. Please comment if you have any questions, I will answer anything. I hope this can help someone somehow. I know I am not the only one, but I am one of the few with a blog who can share our frustration. No matter what I have said or even tried they are right. I love it. If they never took advantage of me, then I would even be in this situation. But their recourse is I got taken advantage of, so it is my fault. Uhh…its a lose-lose for me no matter what.

They get to write off and sell their fee charge (they did nothing to earn this and it may be like $1000) and make something for nothing. Go capitalism and free markets. I can see why we need no help from government or anyone for that matter, we should have a lot of money and be able to handle everything for ourselves.

Complaint Details

DirecTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550
Contact: Service, Customer
Phone: (800) 531-5000

Ruiz, Delfino

Beaverton, OR 97007
(503) -
@hotmail.com

Below is the company’s response to your complaint.

What a company does to resolve complaints is part of the information we report to the public on individual companies. To be certain that our report on this company is accurate, we need your confirmation that this complaint has been settled. Would you take a minute to tell us about your satisfaction or dissatisfaction with the response? The yellow shaded area indicates the complaint’s current processing status and will allow you to enter your response in the text box.

If we do not hear from you within the next seven days, we will assume you have accepted the company’s offer or explanation and are satisfied with it. However, please feel free to contact us again if the company has made an offer to settle your complaint and fails to perform accordingly.

Thank you for using the Better Business Bureau.

Complaint ID: 98459114

Complaint Classification:

Complaint Description – Posted 10/13/2009 9:53:49 AM

I saw an ad on TV for HD satellite TV bundled with Verizon telephone and internet. They hooked up the satellite, but did not install the HD satellite due to signal so they installed regular equipment. I got home & they were done the installers (independent company) told me, I have a week to decide to keep it, and that if they took it out they would not get paid. So he reassured me that I have a week to decide. The next day I called in the evening after work, and told them I did not want the regular service. I was then told that I only had 24 hours and I was stuck in a 2 year deal, and the only way to get out is to pay 2 years. I told them I would not do that, and they said ok. We moved and could get HD signal. I called and a Customer Service rep told me they would give me the equipment and let me continue my deal that had a 1 year and a half and give me the discounts that I would have originally got with the HD deal I TRIED to sign up for. I did not have time to do this deal and told him I would need to call back, and he said that would be fine. I called back and was told no deal can be offered now. After many calls, I was told they would basically restart the original deal. After about 5 months, they dropped my discounts. I have tried to fix this to no avail. Also Verizon did not pay them a month after I cancelled and they say I owe that too. I got a bill 2 weeks ago for $81, but they say I owe $250. No matter what I am wrong and I owe they say.

Complaint Summary

I was misled into signing for satellite TV with 7 days to try then told I only had 1 day, I called 3 hours after 1st day, now stuck for 2 years

Resolution Sought

Let me out of the contract, like they should have after the very first time I talked to them after install. Then to make a deal and go back on it, and force me to pay for a year plus an inflated price is unfair. I will pay 2 months maybe 3, but at the original which included my discounts. They are very deceiving and their CSR is terrible. I even had one guy start to “meow” in the phone so I am done with them

Additional Information
Date Problem First Occurred:	4/29/2008
Product or Service:	HD Satellite TV
Model Name or Number:
Date Purchased:
Order Number:
Amount In Dispute:	$200.00

Company’s Response

Company’s Initial Response – Posted 10/28/2009

On behalf of DIRECTV, we want to thank you for taking the time to write in and share the details of your situation, and apologize for any unpleasant experience you may have encountered. After review of your DIRECTV account, we have deemed the 24-month service agreement to be valid. Your DIRECTV account was disconnected on October 26, 2009. As a result of not fulfilling the service agreement, you may be charged an Early Cancellation Fee. Our records confirm you acquired your DIRECTV equipment through Verizon. Verizon sells DIRECTV along with their phone and Internet offerings in a “bundled” package. DIRECTV and Verizon are two separate companies each with their own terms and conditions. Any questions or concerns you may have in regard to your Verizon service or billing would need to be directed to Verizon. Your original equipment order included one DIRECTV® HD Receiver and two DIRECTV® Standard Receivers, for only the delivery/handling fee of $19.95, plus tax. Upon installation, it was determined you were not eligible to receive the HD service due to a line of sight issue. Therefore, the installation only included two DIRECTV® Standard Receivers, which was completed on June 22, 2008. You contacted DIRECTV on July 13, and an order was placed for a third DIRECTV® Standard Receiver, which was provided for only the delivery/handling fee of $19.95, plus tax. The installation was completed on July 18. You contacted DIRECTV on November 21, due to moving to a new location. A DIRECTV MOVERS CONNECTION™ order was placed, which included installation of a new DIRECTV® HD Receiver and two existing DIRECTV® Standard Receivers, for only the delivery/handling fee of $19.95, plus tax. Our records indicate the installation was performed on November 30, with the activation of the DIRECTV® HD Receiver. By accepting and activating the DIRECTV® HD Receiver, you agreed to a new 24-month service agreement. At the time you placed your order, you were advised there would be an agreement associated with the equipment you were acquiring and activating. We also communicated the agreement in the order confirmation letter both mailed and emailed after the order was placed and in the DIRECTV Equipment Lease Addendum provided at installation. We significantly discount the price of equipment and installations and we pass this savings on to our customers. In exchange we ask you to keep your programming for a specified amount of time. Customers who acquire advanced receivers (DVR, HD, HD DVR) agree to a 24–month service agreement. For your review, we have provided a copy of the original order confirmation letter associated with the DIRECTV MOVERS CONNECTION™. Our records confirm you activated your account with CHOICE XTRA™ ($57.99) and 3 free months of HBO®, Starz® Super Pack and SHOWTIME UNLIMITED® ($35 credit appears on bill for 3 months to offset cost). With CHOICE XTRA™, your account was qualified to receive an $18.00 monthly programming credit for up to 12 months (after mail-in/online redemption). Our records indicate you received the first $18.00 monthly programming credit, effective July 20, with the 12th credit applying June 20, 2009. Based on this information, you received the full value of the promotional offer. Furthermore, you were also receiving a $6.00 monthly programming credit as you were a Verizon customer. In addition, on November 12, 2008, you were also provided a $10.00 monthly programming credit for up to six months and three free months of HBO®, Starz® Super Pack, and SHOWTIME UNLIMITED®. You also received the full value of this promotional offer. After a thorough review of your account, we consider all the charges to be valid, and you received all the promotional discounts, credits, and programming you were eligible for and offered. No additional credits will be provided. Our records show that your DIRECTV and Verizon statements were integrated. You paid your DIRECTV bill through Verizon. DIRECTV sent Verizon a monthly bill for your DIRECTV programming and service charges. DIRECTV and Verizon removed the integrated billing option on your account due to Verizon not receiving timely payment for services rendered. The statements you received from DIRECTV are valid and due to DIRECTV. Sincerely, DIRECTV Office of the President

Initial Response Summary

As a result of not fulfilling the service agreement, you may be charged an Early Cancellation Fee. We consider all charges to be valid. No additional credits will be provided.

Directv – Why Me?

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