DirecTV Inc Complaint - Installation Nightmare!
Resolution Update on 10/17/2007:
Company finally sent installer, issued $190 in credits, and cancelled my contract obligation.
BUTLER, NEW JERSEY -- I was doing DirecTV mover. My appt. was for Monday August 6th. No one showed up or called. I had to call several times and spend over 3 hours on the phone to get someone to help me. I was going to cancel but the rep told me I would have to pay a cancellation fee, gave me $190.00 in credits toward my account, and was able to get another appointment for Wednesday the 8th. I was installing 3 DVRs and 1 regular TV. The tech, Umberto, installed only 1 line each on 2 TVs requiring 2 lines, and did not install at all the other TVs. He told me I needed custom work to run the lines and suggested I call Samuel, a man that does the custom work. He then, however, mistakenly closed my job as completed. Samuel came to my house and told me that he could not fish the lines and that this was a regular install that needed to be drilled through the house. After that I called to get them to come back. I was told that since Umberto had closed the job, he had to return. This turned into at least 6 hours of phone calls between me, Direct Tech (the installation company) and DirecTV. I spoke with 2 different Pamelas and a Wendell at DIrect Tech. I spoke with a Peter and finally a Dan (U1995) at DIrecTV. Umberto was supposed to return August 14th between 8 and 12. He never showed up.
I then was contacted by Lee, a local supervisor, who told me he didn't know who Umberto was and would try to get him to come back, but he was new and didn't know anything about the problem. When I spoke with Dan at DIrecTV , I asked for additional credits on my bill for the fact that I had limited service and still no install in sight. He told me they had done all they could and would issue no further credits. I told him I had had enough and that I wanted to cancel. He told me there would be a $275 service charge for cancelling since I had a 2 year commitment. I said that I only had a 1 year commitment of which 10 months remained. I had already been with direcTV for 7 months last year when I had a problem with my service. A tech came out and said I needed to replace the box. I owned the box, but direcTV made me send it to them and lease one from them. Unbeknownst to me, this led to a new 2 year contract.
It turned out that the DVR and the one they sent after that were defective and that it was never a problem with my original DVR but with the service itself. I asked for my original unit back but was told that was not possible. I was finally sent a TIVO unit like my original model but I had to lease it. When I was scheduled to move I wanted t cancel service, but it was then I found out that the leased box added a 2 year commitment to my account. I figured I would stay instead of paying 11 or so dollars a month for the remaining 11 months. Then all this nonsense happened. I finally had it. Dan told me that my commitment ended July of 09. I asked how this was possible because before I did the direcTV mover I was assured that I would only have a 1 year commitment total. He told me that an additional year was added to my commitment for the direcTV mover on top of the commitment from leasing the receiver last year. I told him that I have not even had the service fully installed! He told me the commitment starts from the order date.
He told me I was not allowed to speak with his supervisor and that no one could change it since it was in the computer. He gave me a snail mail address to dispute the charge. I do not want to pay them a dime. They have horrible customer service and this just adds insult to injury. I do not even believe these one-sided contract extensions, which are supposedly oral agreements, are even legal, as I was never apprised of their terms.