After paying a ridiculously high cable bill for almost 3 years I decided to try something new by ordering Direct TV. I called to check the prices and found that their prices were about the same as my cable provider. A few days following my call to Direct TV, I received a call from their sales department to find out why I didn't order the service.
I explained to the rep (Ms. Turnage) that the price wasn't that much less than what I am paying now. Ms. Turnage offered me the Total Choice Plus package with the first 3 months free. She also offered me $10 off for the first 20months and told me that I would receive a free portable DVD player. After checking my credit she determined that I would not have to pay an installation fee.
After everything was added in (DVR, 3 receivers, HBO) it was determined that the price would be around $80 a month. I explained to Ms. Turnage that the price was still a bit high. She then offered me a promotion for an additional $10 off a month for 15months.in essence, I would have been receiving $20 off a month for 15months and $10 off for the remaining 5 months.
I gave her the okay to process the order and also gave my credit card info for the $106.43 charge for the DVR receiver (she stated they would need my credit card info regardless if I got the DVR receiver or not). She promised that I would receive a $100 rebate to offset those charges. After checking my credit and taking my credit card number her computer all of a sudden froze and she could not continue with the order. At this point I starting getting a little skeptical and should have canceled.
After begging and explaining how bad she needed this sale she provided me with a phone number to her call center and provided her first and last name. She also promised to credit my account for the DVR fee (she explained that even though my 1st 3 months would be free, I would still have to pay the DVR fee of $5.99/month) for the first month. Once again I provided my credit card information and this time the order was processed. This whole ordeal took almost an hour.
We set up a day and time for installation and ended the call. On Saturday June 17, the tech arrived within the window of time to install the equipment. The installation took about an hour or more and while he was still installing my service he provided some forms to sign and date. He also provided a checklist.
After he was done installing the equipment, he asked that I call an 800number to confirm that he was at my home and had installed everything. The rep on the phone proceeded to go over my package. He stated that I had 1 month of free service. At that point, I stopped him to inform him that Ms. Turnage stated that I would receive 3 months of free service. After telling me that there was no such promotion, he placed me on hold and after about 3minutes, he hung up or I was disconnected.
I immediately called back and was able to explain part of what Ms. Turnage had offered and this rep also stated there was no such promotion. He also stated that the $10 off for 20 months was for people who had to pay a $200 deposit. I was transfered to another group because he stated they would be the only department that could authorize what I was promised.
The rep in the escalation dept apologized for the misinfo but reiterated that the promotions that were offered to me did not exist or I was not eligible to receive them. At this point I was upset at the misinformation I was given by Ms. Turnage and the lack of customer service and accountability displayed by the Direct TV customer service dept.
At that point, I told the rep to cancel my service and I told him that I would not be paying the $12.50/month cancellation fee for terminating my service. He stated I would not be responsible for that because I never actually got the service. The tech has already finished the installation so I apologized for the work he did in vain. The tech removed all equipment and left copies (he took the originals) of all the forms I signed before finding out I would not be receiving what was promised.
I called the number Ms. Turnage provided and spoke to a manager about the misinformation. The manager apologized and stated she would speak to her upon her return to work on Tuesday. After speaking to her, I go upstairs to my bedroom to find that the tech left behind some trash on the floor of my bedroom!
While thinking about the $106.43 I paid for the DVR box, I decided to call customer service to find out when I should expect my refund. When I called back I was told that the account was not fully canceled because the tech marked the work order as complete. The rep explained that marking the work order as complete would ensure the tech would be paid for the installation but would probably hinder me from getting the refund and if I had not called I may have been responsible for the $12.50/month termination fee (not totally sure of what completing the work order meant but this is what I gathered from what he explained).
He explained that since I didn't actually use the service, and even though the tech installed everything he would not be paid. Personally, it sounds unfair but I guess that is their rule and I was very upset that the tech would knowingly leave the work order as complete when he disconnected and took everything with him.
The CSR was very helpful and ensured that he fully canceled the order and I should expect my refund by Monday or Tuesday. He also stated the the tech's supervisor would be calling me Monday or Tuesday. Prayerfully this whole thing is over with but I am without any channels until next week since I canceled my cable in order to get Direct TV. I have since decided to go with Dish Network but I am rethinking that after reading all the consumer complaintss about that company.
Brandi
Charlotte, North Carolina
U.S.A.
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