This is a copy of the letter I sent to Direct TV.
I have been a Direct TV customer since 1998. I recently had a new rubber roof installed on my house and had to take both dishes off to do the installation. The roof was leaking in 3 places, including where the dishes were installed. The leaks caused major damage in ceilings and walls. My repair bill was over 20k. I called the installation department to schedule a reinstall and add HD. The Direct TV installer came out and informed me that the original installer should not have put the regular mounts on my roof because it was rubber. He also informed me that the reason they were leaking was that they used silicone to seal it, and silicone and rubber do not bond. One of your installers told me that! He said that I needed a non-penetrating roof mount. But he also said that this mount was a commercial roof mount made for large buildings with rubber roofs, not residential homes.
He explained that this mount would consist of 4 cinder blocks with a pole going across the middle.
My roofer told me absolutely not to let anything sit on that flat roof, because no matter how well they sealed the blocks, it would eventually gather leaves or debris and cause a leak. Especially if the caulk cracked on the front side, then water and debris would get under the boot covering the mount and sit inside the boot, speeding up the possibility of a leak.
My other option was a pole in my front yard, which is not really an option because it looks very tacky and, besides, my neighborhood association will not allow it.
I did not want to cancel my subscription. I am a die-hard football fan and have had the Sunday Ticket since day one. Today I called to cancel my service, and all was going well until he told me that I would not be getting my money back. My dishes were off my roof on Sept. 1st. I called installation on the 4th for a reinstall. First the rep told me that I could not get my Sunday Ticket money back because the season had already started. After I had him check the notes proving that I made the call on the 4th, he had a new excuse: "We have the ability to get you a signal with the (Commercial) Non-penetrating Roof mount or a pole in your front yard." As stated above, those are not valid options for me. I am not chancing ruining my new roof (with a mount not made for my roof), and I cannot put a pole in my front yard. I had 3 installers out here (including a supervisor who was supposed to be the best installer they had) trying to come up with another option. Again, it was a very difficult decision for me. I have football parties every week because I had the Ticket, and I am going to miss it greatly.
I have no problem paying the difference on the 1-year contract for the receiver I had activated in June. My problem is that I paid for the Sunday Ticket in advance and now you will not give me my money back. It is just wrong. You can say that I have other options, but again, as stated above, I do not. Please call me ASAP so we can get this resolved. I would never have imagined that after being a customer for this long and paying for the Sunday Ticket for all those years, I would get this kind of treatment. I will eventually be moving and able to change my provider. But if this does not get resolved, Direct TV will not be on that option list.
0 comments