DirecTV Inc Complaint - Tennis channel advertised in HD but not offered -- 280 bucks to cancel service
HERNDON, VIRGINIA -- A big rip-off. I'm a big tennis fan and I have cox ($35) and Dish 250 ($50) both offering the tennis channel in SD. I chose DirecTV because it was advertised as HD.
Many dropped calls and several phone calls to order and to schedule an installation, I got service next day afternoon.
I switched on the TV and realized the tennis channel looks SD. No time to figure that out I went back to the office. I emailed their support and they confirmed that it will be in SD and no plans in the future.
About 6 or 8 phone calls made during the weekend finally got to a speaking CSR, they told me of a cancellation fee that will apply. I can only dispute in writing and that is the ONLY way. I sarcastically remarked in this day and age where you order over the phone, you must
WRITE IN to dispute. Talk about ass-backwards. Don't they just make it as hard as possible for you to right the wrong? And obviously, they can get away with it.
So I emailed them the next day (exactly a Monday after the installation) to cancel my service. Amazingly, that went through without a hitch. I asked for the procedures regarding return of equipment. About 2 days after, they went me an email about paying the current month in full ($70) and 287 bucks cancellation.
They are asking me to pay 350 bucks for about 7 days of service, and I'm cancelling because they don't have tennis channel in HD as advertised! Talk about scamming and pilfering! I made the big mistake of thinking that DirecTV operates just like most BAD companies, they want to keep you.
They didn't want to keep me. I tried to cut a deal by saying, ok, if you offer me the web
rebate (20 bucks each month -- I have read that these rebates never did come and it's the ignition of another nightmare), and if they can deliver that $50 rebate since my colleague
referred me. I also want to downgrade to SD because the only channel I want in HD and I watch about 80% of the time, is not available in HD.
They promised to get back to me within 24h. I was thinking, perhaps this would work out.
I waited for 39h for somebody to call me on the phone. She explained that to check availability of those offers, she would have to transfer me to "departments" on the phone. I told her that because of my experience in getting my calls dropped more than 80% of the time,
I'm not interested in staying on the line just to get disconnected. She promised that it won't happen, so I stayed on the line.
15 min later, DEAD AIR.
I saw it coming but I still tried to believe in what they say in good faith. Turns out to be totally misplaced.
I decided to only correspond in email, not only they do reply me emails, it's also "on the record". I'm now very scared of dealing with this company.
I called up again 13th nov night because they responded to my email and claimed they couldn't reach me on my cellphone. I have no record of missed calls, nor do I have a voice message.
Can you believe they lie to you?
So I called up the Customer Service line and have a last strand of hope that this may work out. A girl answered the phone and repeated the same mantra from a script. I wanted a supervisor. Some guy called michael (incidentally, the CSR who claimed to have called me and can't reach be has the same name) tried to help me. He said the only way to avoid a cancellation fee is to *gasp* reinstate the service. At this point in time, stating the obvious and bullying me starts to seriously piss me off.
I want to speak to a supervisor. He tried to get me one. I was put on hold, Michael checked back time and again to see if I'm still on hold (props to him, this is the 1st time I've had "some form of service" from these guys)
After about 15min being on hold with Michael I was disconnected. You hear a 3 number tone dialed for the call transfer, and you hear a machine telling you: I'm sorry this call is disconnected. Please call again later.
I've spent 1h 1min to be exact on the phone to be disconnected. This is the level of DirecTV "service".
You can try to order the service, you can try to get the installation. But when it's not as advertised, you will be penalized heavily for "refuting the product". Even if you are willing to "cut a deal" to stay on, even if I was willing to spend about 2h every other day on the
customer service line, it's hard to get to somebody at the end of the phone, it's almost impossible to speak to a (purported) supervisor.
I have not bought a product in US that doesn't work as advertised and I need to pay a penalty for having bought it.
This is a fraudulent company. They have every trick in the book to extract money from you and they are not interested in retention, because if they had, they could have retained me with some rebates and just downgrade me to non-HD.
They work so hard to get sales and they work very hard to extort money when you leave too.
That's their business model really.....sounds like a Nigerian scam to me, cos that's how they work too.