DirecTV Inc Informative - 2 year extended contracts and why they happen
ALBUQUERQUE, NEW MEXICO -- As a representative from 7/03-1/08 I am a technician and sales/billing/etc person who worked for a particular retailership in ABQ, NM. Many times that DirecTV sends out replacement equipment, there should never be a secondary contract unless, the technician activates a new card! These techs going out to the consumer's homes are suppose to "mirror" the existing access card with the replacement receiver on a service warranty. That means when they call into DTV to have it changed, they are suppose to keep the same card active and replace the receiver only. Many of these techs don't because it does take longer. However, the number of times customers do not read their contracts fully is outrageous! READ WHAT YOU ARE SIGNING! Understand the full installation process and all the details. Also, my biggest fret is with Authorized dealerships who represent themselves as DirecTV. They should be DIRECT*STAR by DirecTV or DIRECT SAT by DirecTV, but when you are a new consumer not knowing the difference this is where the problems begin. Unfortunately DirecTV doesn't monitor their retailers as they should be. This is wrong for the consumers considering they are the ones out at your home! Instead they allow these retailers to do whatever they want to. Once that access card is activated-NOT THE CONTRACT Having a real signature, but the initial call to activate the services, begins your contract with them.
There is only a 24 hour period that allows you out of that contract with no liabilities to the customer. Do you know how many are NOT told this? With the retailerships DTV authorizes to sell for them, they are suppose to follow the guidelines, does this happen....Almost never. Then we deal with customers who don't know what they have done and a low paid Customer Service Representative that could care less... After all-it's not their money! Also, consumers need to stop the technician and see their badge and SBCA certification- which is a requirement for any satellite installer. The SBCA does monitor both DTV/DISHNET on all installations etc. Do you know the number of techs I have seen go out and be allowed to do installs without this certification? Too many. Also, as a requirement of DirecTV, each retailer and installer are suppose to have full crimminal history checks for these guys.
Do you know the turnover rate of these are so high, many don't perform them at all! Many of these technicians are sub-contractors and jump from company to company just as quick as they can. When you call to DTV to ask and inquire on your accounts, find out who the retailer was-Name, Dealer Number, owner etc. Once this information is released to you, you then follow through with the BBB and complaints with damages etc. If a retailer does you wrong DTV is suppose to hold them, just know, cancelling your services will charge that retailer back up to $400(if not more) on top of what you can file against them locally. NEVER Stop with the CSR-there is an "escalations team" that DTV has to resolve these issues.
RECORD all conversations with these reps-after all, they are recording you! Use those tools to help dispute and cover you at all times. Sadly, DTV doesn't have the time to follow through every little CSR that you talk to. Secondly, call right back after talking and recording your conversations to verify if notes are placed on your account for the situation. Let them know you will be calling and checking this. Let them know you are recording their conversations-usually once you tell them this, you will be directed to the escalations team for resolution. This covers you in all aspects of the contracts. After all-this is what the contract guarantees while "LEASING" their products. Just the little things are what makes the difference. Unfortunately, we have retailers-like the one I left- who allow these things to go on. I do hold DirecTV accountable for it because it is their responsibility to monitor and make sure, but you stir up enough problems, they will respond!
After all-business is to make money-but what goes around-always comes around!