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Beware of Direct TV Whole Home DVR Package
Posted by Williams351 on 01/26/2013
I have been a Direct TV customer for over 20 years. Always had good things to say about their service and recommend them to numerous friends. That all came to an end due to being scammed about the Whole Home DVR package. Do not think you are getting Whole Home DVR because you aren't. You will get two receivers one main and one secondary, that's it. I have five receivers. So in order to have WH you need HD receivers for every room. This is where I really get angry. Got my bill first bill today and was shocked at all the charges. I was charged $10.00 for the DVR and $8.00 for HD per month. Not only that, am now being charged $6.00 a month for every receiver plus $3.00 a month for DVR use. (Oh I left out the part where I already paid $149.00 for installation.) I called customer service about why no DVR in every room like it states and was told I have to have HD receivers in every room. Oh and by the way that will cost you $99.00 per receiver. So Beware of anything Direct TV tries to sell you because they are not forthcoming on their so called deals.

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Don't expect service after installation!
Posted by Cathywatts99 on 01/18/2013
OMAHA, NEBRASKA -- You can expect to speak to the nicest friendliest people on earth when you call to start service. Be prepared because you will never speak to anyone like that again at Direct TV. I called because one of our 3 boxes was not working. This very rude sarcastic customer service person asked about the problem and what we have done to correct it ourselves. Then she decides I need Tech Support so I start from the beginning again with name, what's wrong, what I've done to correct t, etc. then she requests I go to all 3 TVs and pull them all out to tell her about what is hooked to what and what colors were there and the card numbers on each. After 45 minutes I tell her, ok when I called one was not working and now I have Two that are not working so this is not working for me! She finally said fine I will set up a service call but I have to know what color is hooked to this one receiver! I said whatever it should be, that's what we have! Your guys hooked it up for us! She says Ma'am, I need your cooperation or I can't help! Well, they came out, does it work, no. I'm wishing I hadn't gotten into that 2 year contract with them. I don't appreciate being treated like crap by a company that I Pay every month, Don't do it.......2 years is a long time when dealing with a Company that doesn't care about their customers!
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Posted by ok4now on 2013-01-19:
It seems like Direct TV and Sears are competing with each other for the worst customer service. Sure they were nice to you wanting to lock you in on a two year contract. Then they show their true deceptive business practices when you call for support. They read off of their cheat sheet having you crawl around unplugging everything. Still not fixed? Good luck on that service call. These people are a rip off!!
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Can not understand how recording playlists was erased when it wasn't full
Posted by Jmccoy812 on 03/09/2013
INDIANAPOLIS, INDIANA -- Last Tuesday we had a bad snow storm. I lost signal for a few hours. It all came back but my playlist. I did not have full either. And their is no way I can recover the playlist. It is upsetting I had some movies I won't be able to ever record again. They should have a back up for your playlist to go in case this happens.

I think when it went out the system couldn't recover my playlist. So it was just deleted like it never was their. This is horrible system. They need to have a better back up system for playlist. If they do that wasn't even working because that comes up with no deleted files.
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Posted by MRM on 2013-03-09:
You could download those movies on torrent websites.
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Rude CSRs, Poor DVR Service Inflexible Long Contract
Posted by Lexivore13 on 01/24/2013
MILWAUKEE, WISCONSIN -- I have been a DirecTV subscriber since June of 2012.

I have had problems with service from both the satellite and their employees from the beginning. Shortly after I signed on with them I found that I needed additional equipment for another TV in my house. I received an additional box after a week which I self installed only to find that it was defective and I had to order another one for 200.00 out of pocket. I found that I was unable to watch DVR'd programs on any of my other TV's if someone in the house was already watching a DRV'd program. In order to do this I would need an additional DVR and I would have to sign a new 2 year contract. I decided to leave it as it was. It still bugs me but, whatever.

A few months ago we lost service to the DVR and it had to be reset losing all recording including some family appearances. Sad to see those go but hard drives do that sometimes. I called customer service and they offered no recompense not even a credit for the outage. Customer service was continually rude and at times I felt that they egged me on and were trying to make me more angry so they could have an excuse to hang up on me.

I decided I needed to reduce my bill because the service isn't worth $100+ especially if it doesn't work as I expected. After several hours of rude customer service and hard sell I was finally able to get my bill down to about $80.

The final straw came last week when I decided to drop down to bare minimum because I don't want to pay them a penny more than I have to. After canceling my last 2 premium channels I found that my previously DVR'd programs were all erased again even though when I cancelled my other premium channels those programs had remained on the DVR. After speaking to 3 different CSR's the message was essentially "too bad, so sad" and I asked to have a supervisor contact me and was told I would be contacted within 72 hours. Still nothing from these deadbeats.

I still have 16 months on my contract but as soon as my taxes come in I will be happy to buy out my contract and I will never do business with these creeps again. DO NOT USE DIRECTV!~

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Posted by Jim on 2013-05-08:
I began training as a csr for directv and bailed a third of the way through the training. Customer service is largely handled by a company called national electronics warranties (NEW) which has now merged with and will be known as Assurion. Never give them your credit card number. They will make use it to collect "unpaid balances" if you cancel any services and will tell you that since you allowed them to use it once therefore you have given them permission to use it again in the event you wish to cancel their service. They have no room to negotiate since they are not directv employees and are only allowed a small amount of credits they are allowed to give each month. They are discouraged from offering these credits and will always try to upsell you warranties and equipment or upgraded packages that will cost just a little more each month. Soon you find yourself paying well over what you had intended and when you try to put the brakes on the process your credit card is charged so they can collect what you owe them. If you have used a credit card with them close the card account before you cancel. Good luck with these bloodsuckers. Jim
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DirecTV,no Playlist, no DVR, no Fix!!!
Posted by Einsigfamily on 01/08/2013
FAIRFAX, VIRGINIA -- It all started in August! Hubby LOVES football, we were tired of crappy Verizon, so we made the leap and signed up with DirecTV! Installed without programming the remotes but that's OK. Day 2 of having service...no playlist on other TV's??? We have 4 kids and like to record their shows for "TV time". I call about the DVR...no fix. Now we see that the playlist will disappear all together or if it is there it will be from last week (shows we've already deleted will show up and new shows from that day are MIA?) I have reset the box, had direcTV to my house MANY times and even had a case manager (had a code 47 and 48..had these codes this morning!) STILL NO FIX

November when direcTV is tired of us calling, assign us a case manager...who should not work in customer service..ever, told me "in 3 weeks OR SO our new SOFTWARE will fix ALL your problems, no you cannot get out of your contract unless you pay $450" So, now its January:) December 4th my TV showed new software BUT I found out this morning that wasn't "THE" software so my problems are still ongoing! So, NOW, January 8th I still have direcTV and it still doesn't work BUT IM STILL PAYING BECASUE ITS NOT THEIR FAULT ITS THE SOFTWARE!!!! Isn't that your fault? I feel like I should get an hourly pay because I'm always resetting, unhooking or speaking to DIRECTV.

Tv is such a small thing in life and shouldn't be this difficult. I pay you for a SERVICE, YOU PROVIDE ME THAT SERVICE..RIGHT? Not at direcTV...you pay them and you kinda get service BUT they are working on it, so as a paying customer, I WAIT, wait until the engineers release "THE" software. Well Ive been patient since AUGUST and IVE HAD IT.

The manager this morning tried to comfort me in telling me " THIS IS AN ONGOING PROBLEM, YOU ARE NOT 1st PERSON I'VE TALKED TO TODAY WHO HAS THE SAME ISSUE. That's sad! It sure didn't make me feel better, it made me come online and WARN others. If you want to pay for a service and not receive it...PICK DIRECTV...if you want a constant headache and always be "on hold"...PICK DIRECTV If you don't want your kids watching that much TV...PICK DIRECTV...If you like a big blue box informing you "your playlist is disconnected" every 2 minutes...PICK DIRECTV

If you want to be in the boat of people with the "same" problem for 6 months with no fix in sight...PICK DIRECTV

The promise on their website is a script not a "promise". If that were true I would be out the the contract, like requested, without paying you $450 or any dvr related fees! I feel Directv breached the contract and have not fulfilled your end...not even close. But...the little people pay and the suits win! I cannot believe a "new" customer has had such a horrible experience with your company AND is still on the hook for the cancellation fee. Directv should pay me the fee and do me a favor for once! I thought it was cheaper to keep an "old" customer than to advertise for a "new" customer??? I hope if you have a similar problem you TELL THE WORLD...warn people not to get involved until this MAGIC SOFTWARE IS RELEASED! GOOD LUCK TO ALL WHO ARE NEW IN MY SHOES, AND TO THOSE WHO ARE "OLD" CUSTOMER WHO CANT GET OUT WITHOUT PAYING THE CANELLATION FEE..
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Posted by At Your Service on 2013-01-09:
Interesting problem Mrs. Einsig.

I've got a little bit of expertise concerning the situation you're in. In this case, not the technical side, but the legal side.

Look, Direct TV can claim you're under contract. They can also claim they'll charge you a cancellation fee. But claiming they are going to do it and actually being able to do it are very much two separate things.

You are very much correct that they've agreed to provide you with a service. If they cannot provide you with that service, they cannot technically enforce the contract. This isn't to say they may not try. If you were to cancel the service, they will likely bill you for early termination. There are a couple of laws, passed by Congress in the early 90s, that have become known as the Fair Debt Collections Act and Fair Debt Reporting Act. These two laws, if you wish, would be of great help in rectifying the issue.

Basically, they're not able to provide the service you've contracted for. It's important that you've shown due diligence on your part to try and rectify the problem with them. As you've called and spoken to each person with their support team, you need to KEEP A VERY GOOD SET OF NOTES. The dates, times, employee numbers (if that is how they identify themselves) or names of the people you speak with. Then you keep a detail record of what you've discussed and what you were told.

At the point where there is a conclusion that they are not able to provide the services you've subscribed to and they are also not willing to replace your individual equipment so that you may get what you've contracted for, YOU CANCEL. They will send out boxes to send the equipment back and they'll tell you they will bill you for early termination. My suggestion is to be professional and direct. Tell them you are not getting what you are contracted for and, therefore, you are not going to pay the early termination. Be very careful to DOCUMENT EVERYTHING YOU ARE SENDING BACK. PHOTOGRAPH THE EQUIPMENT WITH REMOTES AND ANY OTHER ACCESSORIES WITHIN THEIR RESPECTIVE BOXES. THEN PHOTOGRAPH THEM AT THE POST OFFICE AND GET A 'RECEIPT OF MAILING' showing you've returned said items. That protects you from being billed for not returning the equipment.

If there is a credit card attached to your Direct TV account, I would consider canceling the card. That is the most direct way to 'play the game' preemptive. Make sure that there are no checking accounts or DEBIT CARDS attached to the account. If there's a CREDIT CARD and you don't wish to cancel said card, be prepared to dispute any charges.

Now here's where the aforementioned laws come into play. Direct TV is not going to sue anyone for their payment. They wouldn't have a proverbial 'leg to stand on', in your particular case, if they did. What they do is bill for the charges, assuming they can't automatically charge a credit or debit card. Per the Fair Debt Collections Reporting Act, you are able to send them back what has become known as a 'drop dead letter'. No, I'm not making that up. This letter is rather simple and should look something like this:


To whom it may concern:

I have been contacted by your company about a debt you allege I owe. I dispute that I owe this debt and I am instructing you not to contact me further in connection with this debt. Under the Fair Debt Collection Practices Act, a federal law, you may not contact me further once I have notified you not to do so.


(Account Number)

-- end

You'll, of course, send the letter certified with proof of mailing and retain a copy for your own records. As part of the law, they are now not able to contact you further or harass you in any way about the debt. They may report the debt to the three major collection agencies, but must report it as a DISPUTED DEBT. In other words, they can't state that the debt is something you owe that you're just not paying. You're not paying it because YOU CLAIM YOU DON'T OWE IT.

Finally, you have a right to a free copy of your own credit report. You can request a copy of said reports from:

Equifax: 800-685-1111 (general) or 800-525-6285 (fraud); P.O. Box 740241, Atlanta, GA 30374; www.equifax.com

Experian: 888-397-3742 (general and fraud); PO Box 2002, Allen, TX 75013, www.experian.com.

TransUnion: 800-888-4213 (general) or 800-680-7289 (fraud); P.O. Box 2000, Chester, PA 19022; www.transunion.com.

If any of the three have information on your credit report reflecting this issue that has not been reported as we've discussed, you can provide the necessary documentation and have it corrected. By the Fair Debt Reporting Act, each of the credit reporting agencies must provide accurate credit reporting and in a timely fashion.

I know looking at this seems like a lot. Admittedly, I'm detailed oriented. There really isn't a great deal of work involved and no reason to be stressed out over any of it as, in your particular case, the law is on your side. I'm just as quick to tell someone to deal with negative reporting of debt whereas I don't believe they legally have the ability to dispute and avoid the debt. In your case, you do.

Thanks so much for posting your issues. And please keep us informed as to what is going on with your situation. Frankly, you may find that, if they have a hardware fix for your issue, that is a new type of receiver to fix the problem(s) you're having, they'll likely send it out to you and avoid you canceling. I'd be interested in hearing the results.

Best of luck.
Posted by einsigfamily on 2013-01-09:
Thank you for all the great advice. I have made numerous attempts to correct this issue by having directv send tech support out to check equipment, had a new hd-dvr box installed and disconnect my internet service from the directv system so I was left without on demand, which wasnt great for us but we just wanted the issue fixed. All that and Im still told by Cindy in Cancellation that its a software issue and not their fault?! I have remained civil because I believe you have to treat people as you would want to be treated. I hope my complaint will be heard by a "suit" and they will let me out....easily but, I am ready to follow your advice. I'm giving it 7 MORE days.

Thank you again for taking time out of your day to give great advice, and mentioning the "Drop Dead Letter". I will put it to good use...IF IT COMES TO THAT IN 7 DAYS!
Posted by At Your Service on 2013-01-10:
Glad I could help. Please keep us informed.
Posted by At Your Service on 2013-01-22:
Just checking in to see what has transpired.
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DirecTV DVR Issues and Poor Customer Service.
Posted by Southernbredbulldogs on 06/12/2012
PLANT CITY, FLORIDA -- DirecTV upgraded my service since I was not under contract to a HD DVD and a HD receiver from a SD DVD and SD receiver. I was told I would get free equipment, new HD dish, wireless home cinema connection kit,Multi room DVR service and free installation.

The first problem in this process was when the tech that came out said the home cinema connection kit was not on the order and I would have to call back in for that, so I did and I was pretty much told I was lying and that it was not on the order so I would have to pay $25 for it plus $6.99 for S/H plus $40 for installation.

I then of course asked to speak with retention which was the department that had told me that and finally got them to give it to me if I paid the S/H of $6.99. So I am still waiting for that to arrive.

Issue number 2 I called the tech that installed my service to discuss some issues I am having with my "New DVR" which is model HR21-700 which is their old box with known issues. I tell him the problems I am experiencing and we went through a few troubleshooting steps which did not fix the problem and then he tells me that I have a bad DVD and that I need to call in to have them mail me a new one.
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Replaced DVR now can not cancel service
Posted by Pwctemp on 06/12/2012
COLORADO -- I will let everyone I know hear the issue I had with DirecTV. I had to replace a DVR that froze up on me. Then 10 months later I wanted to go with a TV & Internet service with someone else and DirecTV stated I had agreed to a 24 month contract when I replaced my broken equipment. I did not agree to any of this, it never came up when I purchased the new DVR from them. If I had known, I would not have done it. I had another receiver in the house that was not being used and I could have refreshed the access card on it. They are now charging $295 to cancel an account that has been active and in good standing for over 12 years. Terrible company.
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Posted by Starlord on 2012-06-12:
I just got a mailer from DirecTV saying they miss me and want me back. They offer only TV service and if you want Internet or phone, it is a lot more, going to different suppliers. We have Comcast, and have television, fast internet and phone free all over the US and Canada for one price. At firssy bl;ush, it looks expensive, but it is not near what having to go to three companies would be. am still upset with DirecTV, they have all thosde ads about moving, saying take teh box and remote with you and they will install at new place for free. Horsefeathers. When I called the girl rather snottily informed me that once the box was installed, it was mine, and Ii would have to pay for installation here.
Posted by madconsumer on 2012-06-12:
this is correct!! directv will extend your contract for nearly any reason.

very helpful review!!
Posted by KevinTX on 2012-06-12:
They extended mine for upgraded our normal DVR to the HD DVR and didn't tell me either. sneaky.
Posted by trmn8r on 2012-06-12:
This kind of thing is too common with these snakes.
Posted by jonthethird on 2012-06-13:
The resets of the contract time is part of the general contract all subscribers "agree" to when they sign up for service. Is it right? I do not believe so, but it is in the contract which most do not take the time to read before signing on the line. And yes, almost anything will trip the 2 year contract. If you need service, like a dish relocation, call an independent. They will probably charge you about the same amount, and you will not trip the extension.
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Scam Artists
Posted by 20001mom on 12/07/2010
We inherited our DirecTV service from my husbands former roommate. He hated the service and rather than take it with him when he moved out, my husband took over the account. We had DirecTV service for almost 10 years. A few years ago, we decided to pop for the HD DVR box. This was a huge deal for us because we don't watch a lot of TV so investing $200 was a big commitment. We noticed a monthly fee on our bill but figured it was for another receiver we had in the house. Every time we had a problem with the receiver, we were charged for service. When we decided to cancel earlier this year, we learned that we had been "leasing" our $200 receiver. I looked over the agreement, which did not explicitly state it was for lease - in fact it covered both leases and purchased devices. We were informed that if we did not return the box, we would be charged incur a signficant fee for not returning the equipment. At the time we cancelled, we figured we would probably shop around but return to using DirecTV when football season rolled around. After this experience, I would NEVER consider contracting DirecTV, ever again. As we tried to work through the problems and our disappointment, not one representative was courteous or even seemed to care what the problem was. I got the impression that they received a lot of these calls and were told to repeat over and over again - if you don't return the box we'll charge you. Even as my calls were escalted to higher levels of management or moved from department to department, it was like listening to a broken record.

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Will give false info to make you sign
Posted by Vialcoro on 08/12/2010
When I was ordering DirecTV, I asked a few questions about On Demand and DVR service. I was told that On Demand was free and available with the HD receiver I was about to get, so I skipped on getting the HD DVR (free the time, but with a montlhy fee of $10). Fast forward a few weeks, after browsing through their website and seeing that all the info about On Demand points to using it with a DVR, I called DirecTV to ask about it. First, I talked to a supervisor that told me On Demand was available in my account and I had no reason to complain. So I asked the supervisor to explain me how to use On Demand with my HD receiver, because their website only mentions the DVR. She said "sure, let me just put you on hold for a sec". 15 minutes later, I was still on hold and no-one answered from the other side of the phone. 10 minutes later, decided to hang the phone and start all over again. It has been over 1 hour now and I'm still on the phone, explaining my situation to every single person until they forward me to the next one. This is unacceptable. I'm thinking about canceling service and paying the hefty cancellation fee, but I will not be paying for such a dishonest service.

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Posted by goduke on 2010-08-12:
Isn't on demand just a channel? At least it is on Cox Communications. You don't have to have any special receive. I just flip to channel one, press "enter" and I'm in the OD menu.

Let us know how this plays out on DTV. Kind of curious now....
Posted by Weedwhacked on 2010-08-12:
Sounds like any company's salespeople trying to make commission on a sale.
Posted by MDSasquatch on 2010-08-12:
Save yourself the time on the phone, a simple google search and I was able to harvest this:

Posted by Anonymous on 2010-08-12:
Im not sure, but I press the on demand button to find shows that I missed. I can't stand direcTC and dish network. Ive never in my life had to sign a "contract" for cable service, and I wont start now. They bait you into getting their service, then they can do what they want.
Posted by goduke on 2010-08-12:
I just saw the same thing MDS. Seems to OP was sold a cart of horse dung.
Posted by Anonymous on 2010-08-12:
I have DirecTV, and my on demand channels start at 1100.
Posted by goduke on 2010-08-12:
I'll tell you, though, I live and die by my DVR. I don't remember the last time I actually watched something live. Hitting the FF through the commercials is a glorious experience.
Posted by Anonymous on 2010-08-12:
Goduke, it's wonderful, isn't it ? :)

Posted by Anonymous on 2010-08-12:
OP, it only gets worse trust me.
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Poor service/communication
Posted by 3kitties on 07/28/2010
I have DirecTV service with a DVR receiver. Have been having problems with the signal. System prompt says searching for signal and after a few to 30 minutes service is restored. That is until this morning. The receiver went through at least 7 attempts on its own to restore service. Went to DirecTV online for troubleshooting advise. Followed the instructions to re-start receiver. My manual attempts also failed. Called DirecTV and got automated response. Followed the instructions and receiver didn't work. Was forwarded to technical support. Tech remotely diagnosed problem with power cord. I questioned that determination. Tech Support remained confident that problem is in power cord. Was told replacement cord would be sent and would arrive in 3 to 5 days. Asked about service credit and was told that I would have to call back in after receipt of new powercord and ask for service credit. And then the credit would be for 3 days of service. Went to DirecTV online technical support forum. Advised to call back because problem was in the receiver. New tech agreed and will send out new receiver. Arrival in 2 to 5 days. And it will cost $19.99 for shipping. I said no. Hung-up and called back to cancel my service. DirecTV agreed to credit the $19.99 service charge. It will still take 2 to 5 days for them to ship out replacement. I will still only get a maximum of 3 days credit. And I pay a price much higher than is currently being advertised because I'm a longstanding customer. A valued customer that DirecTV can, will and does shaft.
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Posted by bcd on 2010-07-28:
There was no chance the problem was the power cord. That tech support person is clearly unqualified (or was just buying time). You received poor support. This is a very good review.
Posted by memoryx57 on 2010-07-28:
From what I understand, you're now in for an additional 2 yr stint (contract) with Direct because they had to replace THEIR defective equipment. You might want to contact them and make sure. Good review.
Posted by 3kitties on 2010-07-28:
I received a confirmation email for the replacement of the receiver. It is as follows:
Please refer to your DIRECTV Lease Addendum for all Terms and Conditions regarding your leased equipment. By placing this order you agree to the following terms:
You are a current residential DIRECTV customer.
If you cancel your order prior to installation, we will issue a full refund.
If you are adding an additional receiver or upgrading an existing one, you are required to purchase 12 consecutive months for standard receivers or 24 consecutive months for advance equipment (HD, DVR, or HDDVR) of any DIRECTV programming package (priced at $29.99/mo. or above), or any international services bundle. If you ordered a replacement for your defective receiver, your programming agreement does not change.
In certain markets, programming and pricing may vary. DIRECTV PROGRAMMING AND PRICING SUBJECT TO CHANGE AT ANY TIME.
You must activate and maintain DVR service ($7/mo) if you ordered a DVR or HD DVR.
An additional Whole-Home DVR service fee ($3/mo.) is required for DIRECTV® Whole-Home DVR service.
An HD Access fee ($10/mo.) is required for HD Receiver or HD DVR leases.
You accept the $5/mo. lease fee for the second and each additional receiver.
Your receiver must be continuously connected to a land-based phone line to activate certain sports programming and to allow pay per view ordering by remote control.
If you cease to be DIRECTV's customer for any reason (whether voluntarily or involuntarily), you must call DIRECTV at 1-800-531-5000 within seven (7) days after the termination of your DIRECTV® programming and/or services to obtain information from DIRECTV necessary to arrange for a ground or air freight service to pick up and deliver all of your DIRECTV equipment to DIRECTV.
You and DIRECTV agree that any dispute arising under or relating to your agreements or service with DIRECTV, which cannot be resolved informally, will be resolved through binding arbitration as fully set forth in your DIRECTV Customer Agreement (a copy is sent with your first bill but may also be viewed at directv.com/legal). Arbitration means you waive your right to a jury trial.
I see several conflicts. I "may" be charged up to $480 if I discontinue service. Or I won't be because this is a replacement of defective equipment with the same type of equipment. This isn't a service upgrade. I was verbally assured that I haven't extended my agreement.
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