DirecTV
30 Day Trial Promise Contradicted: HD DVR Box Not Returnable

I called Verizon for DSL Internet service and a home phone line, at which time I was informed about their TV service. I was told I could get all 3 (phone, DSL and TV) for $106 a month after 3 months: first month $66, months 2-3 $88, with a one year agreement and a 30 day trial with NO obligation and 3 months of free movie channels. So I agreed.

Then I found out I had to lease an HD/DVR box for $418.95 with a $100 rebate, or buy it outright for $750. I opted for the lease because it would be replaced free in case of damage or a needed upgrade. I asked if I changed my mind, would I / could I return the HD/DVR box for a refund, and I was told yes. When I asked about local HD channels, I was informed that I had to buy an HD antenna from Radio Shack because the HD box and satellite didn't receive them (ABC, CBS, NBC, Fox, etc.).

On Friday 6/16 the satellite was installed. I had to loan the installer my hammer drill and help run the cable through my cedar siding. When the installer called DirecTV to activate service, I was told it was $49.99 a month without any movie channels, plus $4.99 a month per box (the 1st box is free because I paid $418.95 for it), $9.99 a month for HD service and $4.99 a month for DVR service. Finally, DirecTV told me my credit was too good, so I did not qualify for the basic package ($39.99 per month) or the free $25 gift card. I had to upgrade to a more expensive package to get the service. Ridiculous!

At this time we were given the Channel Guide. On Monday, I decided that with only 7 HD channels available (excluding 2 movie channels we were not going to keep), it was not worth the $418.95 for the HD/DVR box and $16 a month for the service. I called on 6/19 to tell DirecTV I had decided to return the box for a refund and drop the service.

They tried to talk me out of it by saying they were adding dozens of new HD channels by the end of 2007. I told them that was 18 months away and I would add the service back at that time. After being transferred through a dozen people, I was told at first that yes, I could return the HD/DVR box (Amy in Billing). Amy asked if I wanted to order just the DVR box for $99 to replace the HD/DVR box. I said yes and ordered it, with the understanding that I could return the HD/DVR box.

Then ultimately, NO, we couldn't return it once the box was opened. Our options were either to stop the $16 a month service and use the box as a regular receiver (with a normal rental of $4.99 a month), or I could return all equipment and discontinue DirecTV service without penalty, except that DirecTV keeps my $418.95. I asked him to cancel the DVR box I had just ordered since I couldn't return the HD/DVR box, but he told me it was too late and it was already in shipping. Outrageous! The man (Tech Support, I think) said that we misunderstood and that the 30 days to decide what to keep only applied to the free movie channels.

I think we were purposely lied to and misled.

Company: DirecTV
Country: USA
Site: directv.com

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