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My experience with Directv today.

Alemar
03-23-2008, 05:48 PM
I have had Comcast cable for some years now. My bill seemed to be rising and the HD channels that Directv offered sound like a great deal for me. I have two big screen HD tvs so HD is very important to me. When I called Directv I asked if HD locals were in my area. I remember him saying they were. I do not recall hearing a short list of what was there just that they were.

So I decided to try it out. As he was talking about packages I said I heard you had a 3 day period in which you could cancel your service if you were not satified. That is when he said no it is actually 6 days. I was like ok that is cool. I wanted to make sure just in case the HDTV looked so bad I could get out of it. I ordered 2 normal receivers and 2 HD DVR's. I paid $317.00 for that because they all had rebates.

So today the installer shows up and gets it all put together. Does a very short explanation of the features and then gives me a small piece of paper "Directv Equipment Lease Addendum" for me to sign. I signed it and out the door he went.

I sit down to play around with it soon as he left. I checked out some HDTV and saw some local channels in HD all was good. When I got to CBS I notice I could not get it in HD. Now the wife and I watch alot of CBS out of all the networks it has the shows we enjoy the most. I called Directv where I was told they cant get that one in HD in my area. I was told I believe that I could get HD locals and that some might not be on there. To me that is a deal breaker I would rather go back to what I had then to get rid of the one channel that I watch the most. So I decided to cancel after they could not do anything about it.

As I was canceling asked when I would get my refund from the $317.00 expecting her to say when I return the boxes. She put me on hold came back and said I would not get a refund. That charge was non-refundable once the box becomes activated. I calmly asked to talk to a supervisor which she got. When this lady came on the phone she basically said according to the agreement it was non-refundable and now I'm more then just a bit upset.

Here is the deal one I should of been told when you cancel this fee is non-refundable. That I believe was never said. What sense does that make anyways I cant try out the equipment anyways without it being activated. If I buy a stereo from Best Buy get it home install it turn it on and dont like the product the refund me the money. I do not find I was given the knowlege to make a good decision on this. Second in the on piece of paper I did sign I dont see anywhere where it says anything about cancelling within 6 days nor do I see anything about non-refundable. Yes this is bad for both of us but your service representive should of explained all to me. I asked where it was in the agreement and apparently I dont have a copy of that I think I heard it comes in my first bill?

Should not all that be in a contract I sign at the time it is turned on if your saying you cannot refund me once it is activated. Unfair business if you ask me to hold me to a contract I have not even seen. And I dont want to hear from them that I should of looked it up on there website. I talked to a live person. I asked them if all calls were taped and could we listen to the conversation and see if I was told all this. If not then there is no dispute if he did disclose it I suppose I have a harder time saying I dont owe it altho I will always say a right to cancel should be get your money back. I didnt call like 4 days later or even 6 hrs later I called within 20 mins of the installer leaving. Does Directv really wanna go down this path over what is probably not much money for them? Why have the bad press.

I have no issue with Directv and this probably was all a misunderstand and maybe the service rep missed a step in fully explaining everything but it should not cost me $317.00 for that mistake. I would not have said a bad word about Directv at all. But now I have a really bad dealing with them. I have been tossed all over there departments. Now they want me to write letters to there legal department. It is all a big mess made messier by a company who I feel has talked in circles to me.

monstermatt
03-23-2008, 08:03 PM
thanks 4 sharing ill make a mental note of that as iam currently cosidering a comcast-dtv switch

iserum
03-23-2008, 08:17 PM
u are justified to demand refund.

if they won't refund your money it is better to keep service, with new DTV sat on, you will be able to get CBS HD soon, you got two HD DVR for $317.00 it is not a bad deal, this eason is almost over and very few new episodes will come after writers strike, if you have HR20 you could use antenna to get local HD. final decision still yours.

Mike500
03-23-2008, 08:43 PM
If you want a really good signal, if it is available, why haven't you tried OTA?

If you ask me, DirecTV's business practices are as close to "deceptive trade practices," and are on the edge of being illegal.

It's like credit cards and subprime mortgages.

If your equipment malfunctions and needs service, they hold you hostage to the programming commitment, which is worthless without their specific equipment. They offer replacement and service deals that extend the proframming commitment period, which locks the customer in to a vicious circle.

Alemar
03-23-2008, 09:00 PM
I agree that $317.00 was a good deal. I believe they were offering me a a deal I was happy with or I would not of scheduled them to install it. My problem is I feel like I was told they had my local HD channels and not having CBD in HD is a big deal for me. Had I known that I would of waited till they did to order their service. I feel I asked them if I had a right to cancel within a specific time and was told 6 days. Never did I hear that would not include refunding me for the $317.00 for equipment. Either of those two thing were made clear to me I would of thought twice.

On top of that I have called and talked to at least 5 Customer support people to ask about there cancel policy and have heard different things from 6 days to 24hrs. Now really how come that is confusing for them. Dont you learn that policy on day one? Even the supervisor put me on hold to figure out what there policy was. Is it to big of a stretch to think maybe I wasnt told if your own people dont even know the policy.

I would of tried Directv again if they get CBS in HD in my area had they handled this like professionals. Is it really worth all the bad press and losing a customer for good over $317.00? From what I was experiencing before this issue I would of even recommended them but how they are handling this is beyond unreasonable. I have asked friends and others people and nobody can understand this.

Jim Bob Jones
03-24-2008, 05:39 AM
Yep. That's the old DIRECTV 2 step that we have come to expect.:banghead:

bobjfs
03-24-2008, 06:29 PM
Don't cancel. If you have an HR-20 D* box, just get an indoor UHF antenna. Connect it to the D* box. Have it search for local channels, and you should then get your CBS HD channel. Easy as pie. You can then record the channel, too.

I have the Terk HDTVa. It costs less than $40 through Amazon. Took me all of five minutes to connect.

If you are a considerable distance (more than 25 miles) from your local TV transmitters, try the Antennas Direct DB2 multidirectional antenna. It's about the same price as the Terk, but more powerful. Just drop it in back of the couch, out of the way, and connect it to the D* box. I've read that it works great. Also available at Amazon.

Either that, or try talking them into connecting you with the national CBS HD channel. Find out if they have any attachable assets in your town. If so, threaten to take them to small claims court to get a refund if they don't refund your money or give you the national channel.

I say God help them. One day they may be on the fat end of another class action suit, much like the one already over who actually owns the DVR box, and pay dearly.

Best of luck.




I have had Comcast cable for some years now. My bill seemed to be rising and the HD channels that Directv offered sound like a great deal for me. I have two big screen HD tvs so HD is very important to me. When I called Directv I asked if HD locals were in my area. I remember him saying they were. I do not recall hearing a short list of what was there just that they were.

I have no issue with Directv and this probably was all a misunderstand and maybe the service rep missed a step in fully explaining everything but it should not cost me $317.00 for that mistake. I would not have said a bad word about Directv at all. But now I have a really bad dealing with them. I have been tossed all over there departments. Now they want me to write letters to there legal department. It is all a big mess made messier by a company who I feel has talked in circles to me.

Rocketman678
03-25-2008, 07:01 AM
If you ask me, DirecTV's business practices are as close to "deceptive trade practices," and are on the edge of being illegal.

It's like credit cards and subprime mortgages.

If your equipment malfunctions and needs service, they hold you hostage to the programming commitment, which is worthless without their specific equipment. They offer replacement and service deals that extend the proframming commitment period, which locks the customer in to a vicious circle.

Are you listening DirecTV??? :confused: You don't hear any of these complaints with Dish Network.

Some cable companies will buy out your D* committment if you go with them. Mediacom will do it here in the Midwest. Something for people to check into who are tired of the vicious run around.

Rocketman

cjhsa
03-25-2008, 08:00 AM
Get one of these from Amazon (DB2 antenna), less than $30 and shipping is usually free.

http://www.antennasdirect.com/images/DB2_large.jpg

Alemar
03-27-2008, 06:53 AM
Thanks all for the responses. I do know I can get a antenna. The problem I have is I was led to believe I had all my locals and I do not wish to play around with a antenna. There is not even a place to hook up a antenna on the reciever so I would not beable to record on the DVR anyways. Second I have 2 of the HD DVR's I would need to get 2 antennas. The deal is there is always a answer for anything. I'm sure if they didnt give me the DVR's someone would say well just get a VCR. Fact is I'm not satified and believe I was mislead. It could of been a simple mistake on there part.

But the kicker is to be told I have a right to cancel in the first 6 days if not completly satified with my service then after I tell them I want to cancel they come up with some policy saying I cant get my refund because the equipment has been activated. Why was that never disclosed to me before? Where on any paperwork I have does it even talk about that. When I asked those questions I get well you will recieve you customer agreement on your first bill? So you mean to tell me I'm already held to a agreement I have never even seen yet. Come on this is from a a huge company. I would expect more. What is $317.00 to them. Over 600 people had read this thread this the kind of publicity they want over such a low dollar amount. There phone reps cant even agree on the policy when you call them. I was giving 4 or 5 different answers to one question. I believe at it's best they have been misleading, and outright fraudulent and its worst.

yankeevert.
03-27-2008, 02:01 PM
Did you pay them via a credit card.Stop payment and tell the cc company you did not recieve the goods promised.

voyager1
03-27-2008, 02:58 PM
yes. put the payment in dispute. That will get the attention of .d. . Belive me.

uradodah
03-30-2008, 05:54 PM
Folks,

Have you heard of a website called Consumerist(dot)com? Go there...type DirecTv, or DirecTv contacts or something like that in their search box. It may take you a little bit to find it but you'll locate the phone numbers, mailing addresses, etc. to DirecTV exec's. As a matter of fact, you can find Executive level contact info for many companies on that site.

I'm not a member of the site, owner or anything like that. It's just been a lot of help to me in the past.

In this case, you'll be able to find the number to the office of the President of DirecTV. I called them several months ago when I had been having repeated issues that weren't being properly resolved through the usual means...such as talking to customer service and supervisors. After calling the President's office - AND REMAINING PROFESSIONAL WITH THEM - after I explained my situation, TADA! - the issue was resolved the very next business day!

If you're upset enough about this issue, give it a try. I hope it helps!

AirCav
03-31-2008, 09:16 AM
There are laws in many states (Michigan is three days) allowing you to cancel a business agreement/contract such as this. It obviates any thing you signed. Check with the State on this and/or contact the consumers affairs division or Attorney General where you live. For example in Michigan it would still be applicable even if is after three days now as you initiated within one day

texasbrit
03-31-2008, 09:52 AM
It is a bit late for you but anyone else considering DirecTv and wanting to know if their zip has HD locals, all you need do is go to the DirecTV web site and key in your zip code http://www.directv.com/DTVAPP/packProg/localChannels.jsp?assetId=900018 and it will tell you what locals you will be getting.

Alemar
03-31-2008, 05:30 PM
Thanks for the advice on Consumerist(dot)com. I was able to find a number and finally talked to someone who said they will refund my money. That worked great. Sucks I had to jump through so many hoops just to get a what should of been a easy thing fixed. This morning a service rep called me to tell me there was a no way I would get a refund and was quite insulting in her tone. But I went around her and hopefully this person I talked to will come through with the refund.