Ok so - we purch one of the NEW HD 52" plasma tv the day after Thanksgiving. Called Direct-TV to upgrade our current service from the Tivo receiver to the HD Tivo receiver. Upon calling we found out that Direct TV doesn't use Tivo receivers anymore well sell them anymore b/c they now are producing their own. OK cool - not a problem. I specifically told the rep when were discussing the upgrade in the Retention Dept bc we were calling to cxl our service and go to Dish Network b/c of the Tivo not being available for HD thru Direct TV. We were told that their HD receiver worked the same as the Tivo. I specifically told the rep that with our Tivo we could watch two different programs and not record EITHER one of them or ofcourse record one and watch another or record two. Anyways we said ok - we wanted to agree to another 24 month contract, and get the new HD receiver since it worked the same as Tivo just the "interface" was different is what we were told. The guy came and installed the receiver, towards the end of the installation his mother called so he was on the phone w/her while finishing my installation. Handed me paperwork to sign that the install was complete i was happy with it and stood over me rushing me b/c HE was running late to his next stop. He showed up here 2 1/2 hrs LATER than he was supposed to but thats ok. I'm not worried about that. Anyways back to the receiver. After the installer left I started to try and get the receiver set up to record the prog we wanted. Stumbled upon that the receiver does NOT allow you to watch two programs and record NEITHER one of those. I immediately called customer service to request the return and refund of the receiver. Was told I was going to be sent out a return box to send it back and credit would be applied after the receiver was received back. Ok no problem. It was 149.99 charged to our bill and they would get it back BEFORE the bill was due and adjusted off. Dec rolls by, Jan get bill w/the receiver charge STILL on my account. We never received any contract information by mail or by email indicating that we would not get credit for receiver if it was activated. So I email customer service. Am told by customer service with an email back that I would NOT be getting my refund b/c the receiver was installed. WHAT??? I ASKED them if i would get credit for the receiver if I sent it back. I only had it activated for 4 hrs. So I called a "special" 1-800 # to their behind the scenes customer service and was offerd the Movie channels for 3 months at no charge instead of crediting me the receiver. I said no I want my credit. Was placed on hold rep came back and again was told no credit b/c it was activated. So i resorted to taking the Movie channels. After talking to my husband we decided the same day that we did not want the Movie channels we don't watch THAT much TV. So we called back to decline the movie channels. And again requested the credit. Again was denied. We were offered a regular DVR receiver to use in another room for same price at the HD DVR - b/c we got a discount off the HD. So we agreed to that.
Next month - we get a charge for 33.33 on our bill for partial charge for the NEW receiver we had installed. ON top of it all we were not being billed for 4 receivers - one that was uninstalled when the new HD was installed, the HD services and service activation, the new DVR and our Tivo receiver. WHAT WHAT WHAT??? So I called customer service again, they did credit off the charges for the new receiver along w/the other invalid charges only have 2 receivers. But here we are stuck in a 2 yr contract after being lied to initally about the receiver functions. THen when we complained about being lied to we were told sorry still have to pay for receiver and fulfill the contract. WE will NOT be upgrading again with Direct TV and at the end of our contract will be changing to another satellite company
Jsm42103
Ocala, Florida
U.S.A.
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