In January of this year I leased an HD receiver from DirecTV and was promised 12 months of HD access at no charge, a service that normally costs 9.99 a month. I pay my bill online and get no paper statement. Today I looked at my online statement and found that I had not received a single credit for the HD access, and that so far I had been billed $60.
I phoned DirecTV about it. They said company policy did not let them give me a credit, and the only thing they could do was extend the free HD access for another 12 months. They did not seem able to grasp why I objected to being wrongly charged $60, or why getting what was promised in the first place (12 months of HD access without charge) would not make up for it.
A company cannot tell a customer a service is free, then bill for that service anyway, and expect to fix things by delivering what was promised from the start. When the 12 free months ended, I might have decided I no longer wanted the service, and then I would never have paid for it.
On top of that, the HD DVR often fails to record a show, for no reason at all. It is a thoroughly unreliable DVR. And now I have already paid $60. Starting the free 12 months today does not return that money. The supervisor I was eventually put through to acted as if it were unreasonable of me to want back the money DirecTV took from me. Very rude.
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