This is a copy of the letter I sent to Direct TV
I have been a direct TV customer since 1998. I recently had a new Rubber Roof installed on my House and had to take Both dishes off to do the installation. The Roof was leaking in 3 places including where the Dishes were installed. The leaks caused major damage in ceilings and Walls. My repair bill was over 20k. I called the installation Dept. To Schedule a re-install and add HD. The Direct TV installer came out and informed me that the original installer should not have put the regular mounts on my roof because it was Rubber. He also informed me that the reason they were leaking was because they used Silicone to seal it and Silicone and Rubber don't bond. One of your installers told me that! He said that I needed a non-penetrating Roof Mount. But he also said that this mount was a Commercial Roof mount made for large buildings with Rubber Roofs not Residential Homes. He explained that this mount would consist of 4 cinder blocks with a Pole going a crossed the middle. My Roofer told me absolutely do not let anything sit on that Flat Roof because no matter how good they sealed the Blocks it eventually gather leaves or debris and cause a Leak. Especially if the Caulk cracked on the front side, then water and debris would get under the Boot covering the Mount and sit in inside the Boot speeding up the possibility of a Leak. My other option was a Pole in my front yard which is not really an option because it looks very tacky and besides my Neighborhood Association will not allow it.
I did not want to cancel my Subscription. I am a die hard Football Fan and have had the Sunday Ticket since day one. Today I called to cancel my Service and all was going well until he told me that I would not be getting my money back. My dishes were off my Roof on Sept. 1st. I called Installation on the 4th for re-install. First the Rep told me that I could not get my Sunday Ticket money back because the season had already started. After I had him check the notes proving that I made the call on the 4th he had a new excuse. We have the ability to get you a signal with the (Commercial) Non-penetrating Roof mount or a pole in your front yard" As stated above those are not valid options for me. I am not chancing ruining my new Roof (with a mount not made for my roof) and I can't put a Pole in my front yard. I had 3 installers out here (including a supervisor who was supposed to be the best installer they had) trying to come up with another option. Again it was a very difficult decision for me. I have football Parties every week because I had the Ticket and am going to miss it greatly.
I have no problem paying the difference on the 1 year contract for the Receiver I had activated in June. My problem is that I paid for the Sunday Ticket in Advance and now you won't give me my money back. Its just wrong. You can say that I have other options but again as stated above, I do not. Please Call me ASAP so we can get this resolved. I would never have imagined that after being a Customer for this long and paying for the Sunday Ticket for all those years that I would get this kind of treatment. I will eventually be moving and able to change my Provider. But if this does not get resolved Direct TV will not be on that option list.
0 comments