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DirecTV Inc Complaint - Deceptive Busines Practices - Service Agreement
Service Agreement - Complaint
CALIFORNIA -- I am appalled by Direct TV's sneaky business practices. Yet another VERY dissatisfied customer review...
My first negative interaction with them was about 6 months ago when I had a $250 charge on my account for NFL Sunday Night Ticket. [I hate football...never watch it]. So I assumed that it was just a mistake. I called them and the rep said that when I signed up a year prior, there was a promotion going on that allowed me to get NFL Sunday Night Ticket for free. I never watched it but apparently had it for free for a year. So instead of ASKING me if I wanted to renew it, they just renewed it for me. Not only did they renew the subscription, they charged me IN ADVANCE for the subscription that would take me through the 6 months (or however long football season lasts). So I asked them to please cancel it. They had the nerve to say that I could not cancel it!!! It had only been "active" for a few days of the 6 month period.
I asked to speak to a manager and the rep told me that I shouldn't bother because the manager would tell me the same thing (excellent customer service skills, don't you think?). I called back the following day and before talking to the rep I asked for her employee id number and name because I planned to track all of my interactions with their company. That got her attention. I asked to speak with a manager immediately and was sent to one immediately. I explained the situation to the manager and after putting me on hold for a while, she came back and said that they would give me a credit for the amount they had charged. So that issue was resolved, but not without a spending a lot of time and aggravation. I just kept thinking about all of those people who have probably been screwed in the same way and just didn't fight it.
My second issue with DirectTV occurred several months ago when my DVR stopped working. I called DirectTV and they were very nice and sent me a box for my old machine and a new machine...no problems. The new product worked well and I have been enjoying it for a few months now.
So now, several months later, I am moving and I need to cancel my service. I've been with Direct TV for over a year and a half and never signed a new contract, so I figured my original 1 year contract was now month-to-month.
I should have known better. APPARENTLY, when I sent them the BROKEN machine (it just stopped working) and accepted the new machine, I was somehow supposed to know (through telepathy?) that I was implicitly entering into a new service agreement commitment and that the "clock" on my contract would start over. The representative NEVER explained this to me, and thereby denied me of my right to make an informed decision. I consider this to be blatant deception -- practices likely to deceive customers or clients.
When I spoke to the representative about cancelling my service I expressed my dissatisfaction to him (even though I know it's not his fault and he can't do anything about it), and asked him how I could have avoided having my contract date start over when their machine broke. He said that if I had insured my DVR, then my contract would not have started over. Yet another fact that was never explained to me.
So now they are telling me that I have to pay $250 in order to cancel my service. I said I wanted to dispute the charge and the rep. told me that he would "escalate" the complaint and someone will call me within 7 days. I also plan to submit a written complaint.
How do they get away with this? Why aren't there any laws that force companies to explain hidden charges and options to their customers? Fortunately, I am capable of paying $250 if I have to but what about individuals and families who can't?
My first negative interaction with them was about 6 months ago when I had a $250 charge on my account for NFL Sunday Night Ticket. [I hate football...never watch it]. So I assumed that it was just a mistake. I called them and the rep said that when I signed up a year prior, there was a promotion going on that allowed me to get NFL Sunday Night Ticket for free. I never watched it but apparently had it for free for a year. So instead of ASKING me if I wanted to renew it, they just renewed it for me. Not only did they renew the subscription, they charged me IN ADVANCE for the subscription that would take me through the 6 months (or however long football season lasts). So I asked them to please cancel it. They had the nerve to say that I could not cancel it!!! It had only been "active" for a few days of the 6 month period.
I asked to speak to a manager and the rep told me that I shouldn't bother because the manager would tell me the same thing (excellent customer service skills, don't you think?). I called back the following day and before talking to the rep I asked for her employee id number and name because I planned to track all of my interactions with their company. That got her attention. I asked to speak with a manager immediately and was sent to one immediately. I explained the situation to the manager and after putting me on hold for a while, she came back and said that they would give me a credit for the amount they had charged. So that issue was resolved, but not without a spending a lot of time and aggravation. I just kept thinking about all of those people who have probably been screwed in the same way and just didn't fight it.
My second issue with DirectTV occurred several months ago when my DVR stopped working. I called DirectTV and they were very nice and sent me a box for my old machine and a new machine...no problems. The new product worked well and I have been enjoying it for a few months now.
So now, several months later, I am moving and I need to cancel my service. I've been with Direct TV for over a year and a half and never signed a new contract, so I figured my original 1 year contract was now month-to-month.
I should have known better. APPARENTLY, when I sent them the BROKEN machine (it just stopped working) and accepted the new machine, I was somehow supposed to know (through telepathy?) that I was implicitly entering into a new service agreement commitment and that the "clock" on my contract would start over. The representative NEVER explained this to me, and thereby denied me of my right to make an informed decision. I consider this to be blatant deception -- practices likely to deceive customers or clients.
When I spoke to the representative about cancelling my service I expressed my dissatisfaction to him (even though I know it's not his fault and he can't do anything about it), and asked him how I could have avoided having my contract date start over when their machine broke. He said that if I had insured my DVR, then my contract would not have started over. Yet another fact that was never explained to me.
So now they are telling me that I have to pay $250 in order to cancel my service. I said I wanted to dispute the charge and the rep. told me that he would "escalate" the complaint and someone will call me within 7 days. I also plan to submit a written complaint.
How do they get away with this? Why aren't there any laws that force companies to explain hidden charges and options to their customers? Fortunately, I am capable of paying $250 if I have to but what about individuals and families who can't?
Comments:
Posted by Anonymous on 2008-01-11:
First of all, I've had sunday ticket for years with DirecTV, and I've NEVER heard of any "free trial." If you or someone else clicked "order" anytime during the summer - consider that an order and you have to cancel it before the first game of regular season - if you don't you can't back out. Secondly in the matter of the DVR, I agree that you were wronged by the implied contract. I pay a monthly warranty fee of 5.00 on my DVR/dish etc. If I have any problem, they send a tech out pronto to repair or replace at no further expense to me. Lastly, in regards to trying to quit them because of your move. It's stated pretty clearly in your contract (that nobody reads) that moving won't let you out. Can you not set up the service at your new location? I empathize with your situation and hope you get satisfaction. Satellite is still the only and best way to get totally digital HD signal - no matter the headache.
Posted by Slimjim on 2008-01-11:
I can't understand why they must have such deceptive ploys. EVERYONE has television and the only competition is cable. Plenty of marketshare to not jerk around customers in regards to disclosure. That's just the thing that will get people thinking cable is the way to go.
Posted by Anonymous on 2008-01-11:
Slim, Best Answer. Just checked and DirecTV is getting about a complaint a day on M3C's. DirecTV has a 95% unsatisfactory rating with M3C's members. They must be doing something wrong? Fleurie Good post and info, one thing is for sure, NEVER believe anything DirecTV says over the phone. Get it in writing.
Posted by dave54 on 2008-01-16:
The better buieness breau has 13,855 unresolved complaints agianst directv and it is on the rise. if you have complainyts file with your states attorney generals office, the better buieness breau, and the federal trade commisision.
Posted by Big Al2674 on 2008-01-17:
I have had Directv for more than five years now and have not had any problems with customer service. I'm an extremely satisfied customer and I've always been treated well by the CSRs. Like Pirate, never heard of NFL ticket being part of a free trial. I have the MLB package and they do automatically renew it every March. In fact, most of my subscriptions for entertainment, e.g. MLB audio and Sirius radio, are renewed automatically, it seems its become standard practice these days. So, unfortunately, we the consumers have to take much more responsibility of accounts. That's life today.
You can always review your account, statements, etc. on-line at their website.
You can always review your account, statements, etc. on-line at their website.
Posted by dave54 on 2008-01-17:
To: Big Al2674 There is more involved than just accounts try breach of contract, What about the FTC class action action lawsuit. damages caused by incompentent directv installers. this is just for starters. You are just lucky.
Posted by coffeeman on 2008-01-19:
I'm sorry to say that this complaint can be typical of credit card companies book sellers etc.
You just have to be skeptical read the fine print and ask questions until you are reasonably satisfied there are no surprises.
You just have to be skeptical read the fine print and ask questions until you are reasonably satisfied there are no surprises.
Posted by wazzsup on 2008-02-10:
Priceless! They called me offering the same promo, I told them that I detested football, and the rep proceeded to pitch "yeah, but DirecTV is the only service offering this package." Like I'm going to jump all over it because it's so special regardless of whether or not I watch sports.
They are such moronic SOBs!
They are such moronic SOBs!
Posted by Direct TV sucks on 2008-04-20:
Direct TV is pushing the NFL ticket onto their customers because they paid an outrageous amount of money to keep Dishnetwork from having the package. Now they want their customers to pay for their shady business practice.
Dishnetwork beats Direct TV on price and equipment technology. Direct is only maintaning their satellite TV dominance by keeping Dishnetwork away from some of the more popular packages like NFL sunday ticket or Major League extra inning.
I had Comcast, Direct TV and Dishnetwork. I hate Direct TV more than any other company.
Dishnetwork beats Direct TV on price and equipment technology. Direct is only maintaning their satellite TV dominance by keeping Dishnetwork away from some of the more popular packages like NFL sunday ticket or Major League extra inning.
I had Comcast, Direct TV and Dishnetwork. I hate Direct TV more than any other company.
Posted by Forna on 2008-04-20:
DirecTV is very deceptive on the phone. I referred a friend one time (just for the $50) and the friend called their regular number. The cust svc rep NEVER at any time told my friend to call another number which we found out later you have to do. She also didn't tell my friend that I would NOT be getting the $50 fee for this referrel. I emailed DTV to inquire about this and they emailed back stating they were sorry but my friend should have called the number for the referral. They didn't even offer anything in place of the $50.00 which was the only reason I would refer a FRIEND to DTV. No way every again. They suck big time!!!!
Posted by Forna on 2008-04-20:
You can all rest assured that DTV is dishonest and the managers do NOT want to take sup calls. I know because I worked there. They are liars and deceptive in their practices. They talk bad about their customers constantly. I had a cust svc rep get mad at me when I called in and set a password on my account without my knowledge. Of course, guess what, I couldn't get back into my account. I am with the complaint that from now on I will get the name and badge # of all I talk to but this only makes them take NOTICE....not make good on all complaints even if they are very legit. It's all about the money people. DTV does not care about any of us. I know from an inside view.
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