Ellen Filipiak
Senior Vice President, Customer Service
As a follow-up to my e-mail of 11-29-07, I first of all want to thank you for the prompt response from Shauna (sp?) from your office, via a phone call from her that same day.
After a good deal of deliberation, however, I still believe we have a valid complaint with DirecTV Inc.
The call from Shauna was the first time anyone from DirecTV mentioned an equipment charge. This includes my first call, twenty-four hours after the initial installation last July, and all the subsequent calls to the company since then. In fact, during my first and each subsequent conversation, I was told we would receive a full refund (minus a few dollars of handling) due to the Consumer Three Day Rescission laws. The conversation about the law and a refund was, by the way, raised and offered by your company's representative. Now, suddenly, after all these months there is an equipment charge that is exempt from this law?
Additionally, Shauna said that DirecTV had waived the agreement and all fees as part of our cancellation. If there is a three day right of rescission, then what agreement and fees would or could apply?
If during my first complaint someone from the company had indicated that the law allowed our forfeiture of the entire down payment, instead of making the comment that we would receive our money back, I would possibly have explored other options instead of simply canceling the agreement immediately.
I subsequently received a call from "Gerry" on 12-06-07 indicating that, regardless of what we had been told throughout the 5 month process, there was nothing the company "could" do for us. My response was to ask him if he would be unhappy in my situation, which he said he would be. I commented that, in my opinion, as long as something is legal and ethical, the company could and should make the situation right, and that as far as I was concerned all his call did was reiterate the previous conversations.
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