DirecTV
Flyer Offered New-Customer Deals, Early Termination Fee Threatened

I had initially orderded a spanish program package since my husband is a huge soccer fan; however he had to start working two jobs and does not watch TV anymore. I received a flyer in my mail with packaging offers. They were great, offered free DVR at $39.99 month. I called and I was advised this is for new customers only. I asked the representative why did they send me the flyer to my home then. They obviously have my information on file and know that I am an existing customer. His response was that this is sent throughout the US to everyone. Since I was calling from work during my break I requested that my programming be downgraded to the next lower level. I called later that evening from home; I explained my situation and the rep went through some options; the first was around $24.99 but was very basic; the next one was around $55.00 a month; I told her I may just cancel the service. The rep sarcastically advised me that would have to pay a $400 dollar fee since I was under a contract for early termination. I was not aware I was under contract; I think like many other people I did not read the fine print. I was frustrated so I hung up. I received a response to an email I had sent requesting that the company do the right thing and work with me to keep me as a satisfied customer. I pointed out in the email that it costs more money to attract new customers than to keep your current customers happy. The email response gave me a pin # so I called thinking ok, it sounds like they will work with me. Of course not! The rep offered me choice extra at a reduced rate of $50.99 for six months; a ten dollar discount. I explained I just wanted the english equivilent to my spanish prgramming that I get fo r$44.99 month. Christian, then went into the terms and conditions that I agreed to and saying she understands that I feel disatisfied with the free install the gave me and the special offer they had initially given me. I had to interrupt her and ask why she was bringing this up when that is not what I was asking for! We went round a few times, I never raised my voice and really tried to get her to understand. She did not so I hung up and here I am now. I will have to finish through my contract through June as Christian also advised me then guess what? I will cancel and I will always have my little two cents to put in to anyone who will listen not to do bussiness with Directv; who by the way self proclaim their #1 customer service status. Directv, just do the right thing for the cusotmer instead of getting defensive and hiding behind the terms and conditions of the agreement.

Company: DirecTV
Country: USA
State: Kansas
City: Merriam

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