DirecTV Inc Complaint - Promise Not Kept
When we moved into our home 2 years ago, we went to Best Buy to try to sign up for DirecTV. We gave them all of our information, but it was late in the evening and for some reason the computer was not processing the info. We were told to contact DirecTV directly to set up service. We contacted them the next day and scheduled an installer to come. So far, so good. Meanwhile, we received in the mail a coupon for a free portable DVD player upon signing up for new service.
All we had to do was fill out the information and send it in. Fortunately, I mailed it certified. After the appropriate time had passed (4-6 weeks? I can't remember the length of time.), I called to inquire where my DVD player was. They told me they had not received the request. Of course, I had already received the green return receipt. They gave me a big run around and said they'd look into it. A week passed and nothing. I called back. They gave me another run around, saying they hadn't received the request. Same scenario. They said it would take a bit longer. Still nothing.
A week later, I called to speak with a customer service manager. She looked into the matter and said that since I had bought from Best Buy, DirecTV didn't owe me anything. (That was NOT stated on the coupon.) I told her the whole story and that we did NOT purchase from Best Buy, though we had tried. She still insisted that DirecTV owed me nothing and that I should get the DVD player from Best Buy. I told her the coupon was not from Best Buy, so why should they give me anything? It was a promise from DirecTV. She still insisted that we had purchased from Best Buy, so we did a conference call with Best Buy. The Best Buy guy confirmed exactly what I said--that we did NOT purchase from them. This whole call took 2 hours of my time.
In the end, the manager grudgingly agreed to credit my account for $100-the value of the DVD player. About 2 months later, I received a letter in the mail stating that we did not purchase from DirecTV, but rather from Best Buy. In essence, they were calling me a liar. Why they went to this measure, I have no idea. What they intended to gain by sending me a letter like that baffles me. I don't appreciate being called a liar, especially when my story can be verified. I will not recommend DirecTV to anyone. In fact, I have been asked by people moving into the community where I get my TV service from and I've told them we get it from DirecTV, but their service is lousy.
I have been seriously thinking about switching.