DirecTV
Promised TiVo Missing on Swapped Receiver, Then 2-Year Contract

A few years back I purchased the brand new high definition TiVo DirecTV receiver, state of the art, for around $1,200.00. It worked perfectly. Then late last year I started getting automated messages to upgrade my receiver. I called and told them it worked fine and I had no need to upgrade. After discussing it a bit more, they talked me into "swapping" my expensive working receiver for a new one that they told me would provide many additional features.

I asked about TiVo and told them the reason I wouldn't switch to cable is that they have their own DVR. The call center rep assured me TiVo would be on the new receiver. I also said I was swapping the box, so I would not do this if I had to purchase another unit or sign up for any extended plan.

1. Problem one: I get the box and guess what, no TiVo. Absolute lie from the person on the phone.

2. After the box is installed, I go to sign the papers and there is a paper signing me up for a 2-year commitment. After an argument with the installer, where I told him to swap the box back and leave, he finally walked out without my signature.

3. It has been 5 months and the new receiver is OK, although I hate the DVR and don't use any of the "new" features. This weekend the box freezes up. After multiple calls to tech support, they finally send out a technician to replace it. He shows up without the box (another lie from the rep) and tells me the box is fried (no kidding) and he has to ship me a new one. He charges my account $49 for the visit and $20 to ship me a new box. He also tells me that I need to sign up for two years to get it for free.

So now I am upset and call the people who answer the phone there. After 30 minutes of not being able to explain why I am upset, and of giving them a $1200 unit I paid for in exchange for a unit that I didn't own without a commitment, she transfers me to a supervisor. I had to fight with her to remove the $49 and the $20 and to get a new box without a commitment.

The best part is that everyone who answered the phone started with "wow, you are a longtime and loyal customer."

Please, Fios, come to my area.

Company: DirecTV
Country: USA
State: New Jersey
City: Kinnelon

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