Recently we signed up for Direct TV with a $235.92 initial charge for the HD/DVR and HD receiver, programming and installation. The package would run us $64.00 a month for the first year and then increase to $74.00 the second year (not including tax) and the first three months of the movie channels free. This sounds like a great deal, right? Wrong
The installation company arrives and begins their task of installing the product. It is discovered that not only is the picture quality horrible but the order had the incorrect equipment for the second receiver. The installer could not install the second unit because it was not HD compatible for our TV. He had to call the help line because the package information had not been put in the system. The installer was at our home until 9:00 pm trying to get the system up and running. He suggested that we call Direct TV about getting another HD receiver.
When we phoned Direct TV less than 24 hours later to get the correct receiver we were told that it would cost us another $178.17 for a new HD receiver and the service call. When pressed the reason given was that since we had already activated our service they could and would not give us the correct hardware that we would need to pay for another one all over again. (Remember that it should have been included in the original order)
Direct TV informed us that the $235.92 is non refundable when we told them that we wanted to cancel the service due to the lack of customer service and the failure to provide what was promised.
Not only do we not get our money refunded we are responsible for packing up the equipment and shipping it back to them. (Of course they will send a prepaid box for the receiver, but nothing else) When asked about the removal of the dish itself we were told that it stays on the roof and that if we wanted it removed we would have to hire someone to come out and remove it. They do not want the dish back just the receiver. What do I do with a satilite dish mad for Direct TV?
What happened to "the customer is always right" and "excellent customer service"?
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