Let me first preface this complaint with the fact that I have NEVER experienced such horrible customer service in my entire life!
I obtained DirecTV service on 10/1/05 and participated in the $100 DVR rebate offer. I signed up online and the rebate appeared to be an automatically applied credit. I was told by the person installing my serivce that I would automatically get the $100 rebate in my first bill.
I received my first billing statement a week later and, when I spoke with you company, they indicated there would be paperwork in my bill and that I would need to fill it out in order to be given the $100. I did so and mailed in the rebate form and a copy of my October bill to DIRECTV DVR $100 Rebate, Attn: DV Richards, PO Box 425, Mira Loma, CA 91752-0425 on 10/17/05.
I called to follow up on 11/17/05 as I never received a rebate check. The person I spoke with said that I should wait until 7 weeks had passed and then the check should arrive. I called again at the beginning of December and was told that the check should be here any day.
I called this morning and spoke with a person who said that DirecTV had no record of my request, despite my previous calls, and could not issue a rebate credit or check. I asked to speak with a manager and he then advised that no managers or supervisors were available at the time so I could not speak with one. He told me to mail in the forms again and they would be processed.
I told him I was uncomfortable with this option given the failure of my last request to be processed, the inability to obtain receipt of the mailed items due to the PO Box, and the time I had already spent waiting for this check. I also advised him that the rebate form notes it must be postmarked before 1/5/06. He said he thought my request would still be processed. The call was disconnected at that time.
I called back a few minutes later and spoke with Mars at DirecTV. She refused to give me the name of the man I had been speaking with and told me I would not get a refund as no request had been received by the postmark date. She said she would elevate this to the management team and someone would call me in three business days. I was told this in my December call but never received a call from the "management team".
I am extremely dissatisfied by the customer service I have received and the misleading advertisement under which I signed up for service. DirecTV promised a $100 rebate check and then did everything they could to ensure no refund was ever sent. I feel misled and that is why I am filing this complaint. I also sent an e-mail inquiry to DirecTV customer service requesting a call back by 1/10/06.
Any help that anyone can give me would be greatly appreciated.
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