Please if you are reading this spend a few extra minutes and file your own complaint. Maybe we can force Direcway into the same situation as MCI Worldcom, for the exact same service and support that they provide!
On 4/23/02 I Called Direcway, and asked services to be set up. Also requested direct purchase of hardware under 12 month payment plan. The plan consisted of $99.99 due upon installation, $40/month for the next 12 months. They chose an installer, scheduled the installation, and setup the service and billing plans. Two weeks later the installer arrived, spent 7-1/2 installing system, and satellite. I requested some custom installation: Pole mount, and an extra long run. The installer quoted me $50 for the pole mount, and asked during installation if I could pay an extra $25 for wire as he had to pay for the wire himself. I gave him a check for $200, $100 for Direcway, $50 for pole mount, $25 for wire and $25 bonus because the guy did an excellent job. After the installation we activated on-line and we called and reported the serial number of the unit. Talked to Direcway representative, gave them our credit card information, and the installer confirmed that he was to collect the $100 down payment.
6/20/02 Credit card was charged $106.66. Made my first of more than 25 phone calls SO FAR, and opened my first of 16 incidents. Talked to some moron, who didn't have a clue why, but said he would investigate and call back tomorrow. Never heard back (this happened on 5 other of the incidents also). Second month billing $6.67 for hardware (assumed it was correction to first billing). Called again to confirm what this billing is. Second of 27 morons I have talked to, also didn't have a clue, but told me to call back during regular business hours. Third month billing $42, again called. This moron, somewhat more intelligent, Told me they had a computer gliche, but couldn't tell me what they were going to do to resolve the issue. 8/18/02 I decided it was time to cancel the credit card I had on file, as I didn't have a clue what they would bill me each month.
8/19/02 The nightmare begins! Called to set up alternate payment method. Brian states we must keep a credit card on file with them, and if we wanted to pay by check it would cost an additional $5 per month to receive a statement, but we could log on to their web site to receive billing information. Did that, but would display any hardware account information. 3 more phone calls and 2 more incidents, Gwen on 9/12/02 finally tells us the initial charge of $106.66 was for $99.99 installation and they had a computer gliche for a couple of months that mis-billed customers $6.67 instead of $40 tax. What I paid the installer per their Sales Order and phone representative.
Fast forward, 18 phone calls, 3 certified copies of checks issued (totalling $18 in bank fees), 6 other faxes, and a certified letter stating I don't want to take part in their 12 month plan and here is a check for $353.66 marked PAID IN FULL for hardware (letter would subsequently have to be faxed 3 more times, as nobody knows who R. Calle is who signed for it, but it did get cashed) I finally reached a Supervisor, by the name of Rick Hokenson, seemed sympathetic and said he could take care of it. He asked me to send all of the documentation to him and he would resolve this issue. On 12/2/02 Rick tells me the hardware is paid in full, and the account is up to date.
WHEW FINALLY OVER (Yeah right!).
April 9 months after I cancelled the credit card, I received my first statement with a $5 fee added for service and another statement showing a credit balance of $15.66 for hardware? Started making next round of phone calls. Finally got moron 25, a supervisor named Scooter who said all they did was credit the check against my account and I still owe a hundred dollar installation fee.
This issue is still not resolved 11 months after it began. I have filed complaints with the BBB, Indiana attorney general and Maryland Attorney General. Again if you are reading this please submit a complaint, as this type of business is deceptive, irratating and not to be tolerated. Maybe we can get a class action for the lack of service and support for Direcway.
Kevin
Larwill, Indiana
U.S.A.
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