After having DTV for 7 years, we were experiencing bad reception, and the receivers were old and not working as they should. We were going to cancel services and try ATT UVERSE as the price was the same as we were currently paying. When we called DTV to cancel, they advised they would match ATT UVERSE deal, provide DVR and upgrade our recievers to HD. What actually happened is that we got only ONE HD receiver, NO DVR and were stuck with a broken old receiver so we really did not get the service we were paying for. Not only this, but the company charged us an exhorbitant fee for the new reciever to replace the faulty one and cracked a large board on our home when installing the new sattelite dish. While we did get a "gee sorry about that" we never, after NUMEROUS calls, received a 2nd receiver, our DVR, were overcharged and under serviced, and all they would do is provide us free Showtime or HBO for a couple of months. They kept telling us, repeatedly, that they could not provide us a 2nd receiver or DVR. When we said this was the whole reason we did not cancel, because they said they could match ATT's deal, they said they could not do anything for us but offer free shows for a few months! Not being able to use the service as much due to one faulty receiver and poor service and no DVR, we finally cancelled services altogether on May 5th. ONLY during THAT phone conversation, with 'Shilah' were we told we COULD have 2 HD receivers and COULD have the DVR! But we were done jacking with DTV so I said that I planned on cancelling today and that is what I am still doing. Then Shilah advised that we still had a contract, that we would be hit with a $300.00 cancellation fee. I told her that should not be possible because we had been long term customers and I wanted to her to send the contract where I signed for a new term. Further, I advised her that, not only did I not agree to a new term, DTV is actually in breach of said contact by not fulfilling their obligations to me to match the UVERSE deal.
I have called several times. I have written a formal complaint and received no written response back. My credit card has already been hit with the $300.00 fee, even though I filed a dispute and DTV told me just yesterday that they DO NOT have proof or any document where I signed agreeing to a new term!
At one point, a service rep "Mike" told me I was emailed. When I said I did not get the email, he just kept repeating that I was emailed! And each and everytime I call and ask to speak with a manager or supervisor, none are available. I am told they do not have any supervisors or managers that I am already speaking at their highest level. No kidding! I worked in a call center. You cannot tell me a corporation does not have escalation points.
Here is the bottom line. ATT set up my new service, complete with TWO HD receivers, a DVR... NO CONTRACT and NO FEES! I have paid ZERO on installation.
When a company treats their customers this badly, screwing them out of dimes to save nickels, it basically is THE END of that company. I will talk about how egregious these guys are to anybody that will listen and I will never ever go back. Had they treated me with, oh, a bit of respect, and perhaps when it got this bad off, waived their misbegotten 'contract fee' then I may have cooled down enough at some point to go back. Now they have created an enemy and I never ever stop!
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