I have been a customer of DirecTV for quite a few years now. I contacted customer service in either Dec or Jan to inquire about an HD DVR upgrade.
Prepared to pay full price for the upgrade, I was told that because I had been a customer for so long I qualified for a free upgrade (retail of which is $199.99), provided I sign a 2-year contract agreeing to stay a customer of DirecTV for at least another two years. I informed the representative that the weather was not great at the moment and I had two inches of ice on my roof. I told him that I did not want a technician climbing on my roof in those conditions and asked if I could call back when the weather broke. He said that would not be a problem and he would make a note on my account and I could call back anytime.
When I called back less than two months later, I was informed that no such offer was ever made, therefore implying that I was just making it up, and there was nothing they could do.
I contacted customer service yet a third time and after speaking with a "specialist, " was told that in fact they do have a record of that offer being made but it was now expired. I informed them that the weather conditions were too dangerous when I made the orginal call and that I was told I could accept that same offer once the weather broke.
They informed me that the representative should have told me I would have to accept the offer then and there or it would not be valid, I was never informed of this. I asked why they would not honor their agreement considering this was not my mistake and it was the fault of DirecTV. All they did was apologize for the misinformation and say I was no longer eligible.
I also attempted to e-mail DirecTV and explain the situation. Every time I replied to an e-mail, I was sent to a different person and had to explained the entire situation all over again. When I would reply to something a representative would say, I was then sent over to another rep who would repeat the same "Sorry for the misinformation, you're no long eligible, nothing we can do" shpeal again.
I received no answers to my questions as far as why should I be responsibile for a mistake on their part. How do I know that the second representative was not mistaken in telling me there was no valid offer since he was obviously mistaken when he said I never called in the first place. I also asked why this was becoming such as issue. I am a premium member paying over $100 a month for service, and they refuse to honor an agreement they made with me over $200. They would make their money back in a matter of months, but now I am cancelling my service so they will be loosing out on much more money than if they had just honored their offer.
"Customer service" at DirecTV is an absolute joke. You are bounced all over the place where nobody knows what they are talking about and everyone will tell you something different. I strongly advise anybody considering signing up for service to reconsider your decision.
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