Beware of the Direct TV scammers that answer the phone. The following is the letter I had to write Direct TV to address my issue:
The purpose of this letter is to inform you of the great disappointment I have had as a new customer with Direct TV. I called Direct TV to inquire about new activation at the end of December. During my conversation with the representative, I wanted to fully disclose all fees and exactly what I was supposed to receive. I wrote down all the terms in great detail. The agent I spoke to asked me how many TVs I had to set up and if they were HD ready. I responded yes, they are. She immediately told me my best option and package to sign up for was the HD Plus package. I asked what the package includes. She explained all the High Def channels, etc. Free installation, equipment, HBO, Showtime free for so many months, plus if I signed up that day, I would get Showtime free for 12 months. This sounded great.
I specifically asked about the receivers I was going to get with the package. She told me I would get 1 HD DVR and 1 HD receiver. I then asked her to tell me if the non-DVR receiver has the HDMI inputs on it. I explained to her that all my audio equipment is run by HDMI cables. She told me YES, the second receiver does have HDMI inputs. I then asked the agent to break down the payment structure so I fully understood the monthly fees. She provided me with a descriptive breakdown and advised me of the $23.00 rebate that is available. Everything sounded great and I pursued the agreement.
During the collection of information the agent needed from me, she asked me if I was interested in signing up for electronic bill pay. I advised her maybe at a later time. I also explained to her that I'm not always confident that the bills ever come out correct, and over time I'll make the switch. She then scheduled my install date for January.
Upon arrival of the technician, the installation process was going great. Then the cheap non-HD receiver came out of the box. It was clearly not what I had signed up for. Not only did the box not have HDMI inputs, I can't view the HD channels I agreed to purchase for this TV. The tech was very friendly and asked me to call Direct TV, saying they should take care of the issue.
The same day as the installation, I contacted Direct TV to explain the situation. The agent I spoke to was very friendly. Being a new customer, she wanted to check and make sure everything was set in the system properly. She then said OK, make sure you go on the internet to claim your $18.00 rebate. At this point I was really frustrated. I told her it was supposed to be $23.00. She then advised me that it would be $23.00 if I signed up for the electronic bill pay. This is a huge issue for me because it was NEVER disclosed what the rebate terms were. The agent I spoke to clearly stated $23.00, period. The $18.00 rebate was never mentioned.
Second, I explained to the friendly agent about the receiver I received. She told me that would have to be handled by the installation group and she would connect me over to them. So I spoke to yet another agent, who advised me that there is no SUCH offer of giving two HD boxes with our National programs. You can only imagine the extreme frustration I was going through at this point. She transferred me to yet another agent (a supervisor), who told me there is nothing he can do. But he provided me with this address to write my concern.
So now I feel I have been a victim of a bait and switch scam by Direct TV. I upheld my end of the agreement thus far based on the information your agent disclosed to me over the phone before I signed up. I feel Direct TV operated in an unethical manner. I'm asking Direct TV to give me what I signed up for. I want my second HD receiver and the full $23.00 rebate. If I'm not granted what your agent told me and what I signed up for, I would like to cancel my Direct TV agreement without early cancellation penalties and I'll go back to Time Warner Cable. This is not my first choice, but I am not going to give my business to a company that baits and switches.
Two weeks later I got a voice mail from some rep who has no business leaving voice mails in that condescending way. They basically told me all of their offers are on their pamphlets and web-site, which clearly detail what each customer is supposed to receive. Ok. How about the fact that I initiated the phone call on my own, without the pamphlets and web-site...
Later that day I called and spoke to yet another useless rep who told me the buck stops here, in so many words, and there is nothing I can do. So I asked him if he ever ordered a pizza on the phone and asked what the special is. The pizza rep tells you you're going to get 2 large pizzas with cheese and pepperoni for $19.99 delivered. You order your pizza. The delivery rep shows up with 1 medium and 1 large with cheese only, and delivery is an additional $3.00. Huh. Sound familiar, I said. So you call the pizza store and the manager says, "Sir, all our coupons and pamphlets clearly state 1 medium and 1 large with cheese only, delivery is an additional $3.00." That analogy is exactly what happened to me with Direct TV.
Moral of this post: do not trust a word from anyone you speak to at Direct TV. They lie, lie, lie. If you are in a position to use their service and you call like I did, ask the rep to send you an e-mail with everything you discussed in writing before agreeing and getting stuck in a ridiculous 2 year agreement.
My next steps: $50.00 and small claims court.
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