I purchased an LCD HDTV online from Costco on 01-13-08, which led me to a special offer from DirecTV when purchasing a 32" or bigger TV. I placed a web order and scheduled DirecTV installation on 01-23-08 for free upgraded equipment and installation in all rooms. The installer called me at work, and I refused to $75 for the living room, which was not the offer I had accepted. He installed a basic receiver instead of the upgrade reflected on the order. Upon my arrival at home, within hours of the installation, I reconnected to Comcast cable and notified DirecTV via email to cancel the service, pick up their box, and warned them against charging my AMEX.
DirecTV ignored this cancellation notification. My phone experience includes CSRs keeping me on hold forever or hanging up at all my resolution attempts. They didn't have the courtesy to acknowledge the content of this email or any of the other related emails. Instead, DirecTV CSRs thanked me for "joining" the DirecTV family, apologized for the mix-up, and scheduled a delivery of a new box for 02-11-08, which I did not confirm or accept. Additionally, my January AMEX bill had a $59.99 DirecTV charge. I disputed this charge with AMEX: the service was cancelled within hours of installation, I did not receive the equipment ordered, and there was the installer's $75.00 extortion attempt.
AMEX reimbursed me for the Jan/08 charge, and I believed that DirecTV knew I meant to cancel their service. Thus, I was surprised by their Feb 25 AMEX charge. Again I disputed it and was reimbursed by AMEX. This time, DirecTV called me on 03-02-08. For the first time, DirecTV listened. The billing CSR transferred my call to another department, and this new CSR listened, apologized, and promised a new installer and the HD-DVR upgrade on 03-10-08. However, when I explained that reinstatement was conditioned on their billing beginning as of March, she transferred me to her supervisor, Sean (employee #402124), the only person who could authorize my request.
Sean denied my request. He told me DirecTV had not accepted my cancellation request and that I owed the Jan and Feb service fees. I told him I would not pay for services not received, that I had cancelled within the grace period (hours of installation), and that thus far all email and web communications had been looked at. He threatened a $400 fine instead, and I told him to then cancel the 03/10/08 service "reinstatement" order. His choice was that I could become a customer as of 03/10/08 or never! Sean chose to scream at me, threaten me, and deny my request instead.
I complained to DirecTV against Sean, and they deleted my "complaint" email unread. Thus, I faxed my complaint to their El Segundo headquarters. I also filed complaints against DirecTV with the BBB, Consumer Affairs, and Costco. I still have the basic receiver and have not found a "physical" address to return it to, and the 03-10-08 installer refused to accept it.
In my research, I discovered that DirecTV's poor customer service and illegal billing and business practices are systemic. I have NOT been able to discover the governmental entity or California law that protects consumers against these types of abuses and from being victimized by DirecTV.
DirecTV satellites might enable great TV viewing, but DirecTV employees and their irregular, illegal, whimsical business practices stink! I strongly caution consumers against entering into a business relationship with DirecTV! They'll rip you off.
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