I have been a loyal customer of DIRECTV since early 2005.initially, upon moving into my residence, I requested HD-DVR service. I was advised that it was not available, and that I would be placed onto a waiting list. I opted for HD service in the interim.
Approximately seven (7) months after receiving service, I noticed that my HD channels were not working properly. I telephoned DIRECTV to assist with the problem. I was advised by DIRECTV customer service that my equipment was not properly installed. I set up service and requested a credit for a HD package that I had not been receiving due to improper installation. I was advised by customer service that I should have noticed the error sooner and reported it. Not having had HD service in the past, I did not notice the problem until I viewed a system with HD properly installed. Although it was apparently the fault of the installers, I was not given a resolve.
In January I telephoned DIRECTV to upgrade some services. I inquired as to the status of the waiting list for the HD-DVR service. I was advised that there was not a waiting list. I signed up for the service which was to be installed on January 30.
On January 30th, my HD-DVR service was installed. As soon as the installer left my residence, my service did not operate properly. I telephoned DIRECTV, who advised me that a technician would not be available for several days. Needless to say, I missed another Superbowl in High Definition.
Five (5) days later, a technician arrived at my residence to correct the problem. Again, as soon as the technician was gone, so was my ability to view DIRECTV.
I telephoned DIRECTV on Monday, February 12th, and was advised that a repairman would be available two (2) days later, and that it appeared as if the problem was with my HD-DVR receiver. The Customer Service Representative advised me that the technician would bring a spare HD-DVR receiver to switch with the receiver that was not working.
On Wednesday, February 14th, the technician arrived and stated that I needed a new receiver. I advised the technician that I was informed that he was bringing a new receiver. The technician advised, “Customer Service is known for lying”. The technician stated that I had to order a new HD-DVR receiver. Once I received the receiver, I would have to schedule another appointment for installation.
In the meantime, I received a bill from DIRECTV for services that I was not receiving, including my third installment of $99.66 for the lease of my existing and non-functioning HD-DVR.
I telephoned Customer Service at DIRECTV to complain of the lack of expeditious service that I was receiving, and to clarify my billing. The first Customer Service Representative was very rude, and did not offer a viable solution other than to the effect that I was going to have to wait. I inquired as to the contract that I was under with DIRECTV. I was advised that I was under a two (2) year contract that was initiated upon installation of my HD-DVR. I stated that since the equipment was not properly installed and did not function, that the contract was nullified to this point. The Customer Service Representative advised me that I could not be released from my contract. I inquired whether or not this Customer Service Representative had the authority to release me from my contract and was advised that she was not authorized to do so, and that it was not DIRECTV’s policy to do so. I asked to speak with someone who had the authority to release me from my contract and was placed on hold for several minutes prior to be transferred to someone else.
After explaining my situation and dissatisfaction with the next Customer Service Representative, I was told the same thing. The Customer Service Representative was not authorized to nullify the contract, nor was she of the opinion that DIRECTV had any such policy. Again, I asked to speak with someone who had such authority. After being placed on hold again, I was transferred to another Customer Service Representative named Tyesha.
Tyesha answered the phone with an audible sigh. After requesting that I tell the whole story once again, I asked Tyesha if she was authorized to release me from the contract. Tyesha explained that I could be released for a fee of $300.00. I accepted and proclaimed to Tyesha that it was money well spent to not to have to deal with DIRECTV again. I then asked Tyesha about the pending bill. Tyesha explained that the bill would be pro-rated for the cancellation of the contract. I disputed the bill, as I should not be responsible for paying for HD-DVR service that I had never received. Additionally, I stated that I would expect a full refund on the two (2) installment of $99.66 that I had already paid for the HD-DVR receiver. Tyesha stated that it was my choice whether or not I paid my bills. I attempted to refocus Tyesha on my dispute, yet she was more concerned with my not paying the bill. Tyesha became harassing, stand-offish, and abusive with me. I immediately asked to speak to her supervisor. Tyesha stated that she would put me on hold and that it would take two (2) or three (3) minutes.
Once the supervisor came on line, I complained about the attitude and treatment that I had received from Tyesha. The supervisor insincerely apologized. Once again, I had to tell the full story of my dilemma. Once again, I stated that I was more than willing to pay the $300.00 to be released from the whole experience, and to please disconnect my service as soon as possible.
Again, I attempted to dispute the bill. The supervisor advised me that I was responsible to pay for the HD-DVR. I explained to the supervisor that the equipment had never worked, and that I should not be held liable for DIRECTV’s mistake. I advised the supervisor that I had given DIRECTV ample opportunities to correct the problem. The supervisor was insistent that I order a new HD-DVR receiver. I attempted to rationalize with this person that it was pointless since I was not going to receive their service. The supervisor became agitated and aggressive in her tone and stated that I had to pay for the lease of their equipment. Again, I advised her that I should not be held liable for equipment that did not function. The supervisor stated that I had to pay the bill then write a letter disputing payment.
I attempted to explain to the supervisor that if I were to drive to an automobile dealership and lease a car, and the car did not start, that I would not be held responsible for paying the lease. The supervisor disagreed with me. This is when I knew that DIRECTV had no comprehension of the legalities surrounding a contract or any rational thought process, much less any customer service skills.
I advised the supervisor that I wanted the service discontinued immediately and to forward me the bill before I terminated the telephone call.
This letter is being sent to all of DIRECTV’s managers, DIRECTV’s legal department, DIRECTV’s partners, and to the Better Business bureau. I would appreciate any necessary forms to dispute paying for service that I did not receive, and for paying for equipment that did not work.
DIRECTV’s Code of Ethics and Business Conduct as revised by the Board on February 6, clearly states, “that employees must: Conduct all dealings with customers, contractors or subcontractors, suppliers, and competitors with honesty and fairness, exercising good judgment and high ethical standards in business or personal interactions that may reflect upon the Company in any way”.
If you have any questions, or need any further clarification, please do not hesitate to contact me.
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