DirecTV Inc Complaint - Will not honor mistakes they make if they are in favor of the customer
I just signed up for DirecTV at the end of April. They activated my service under the family package. When I called to change it (literally 2 days after I started up my service and realized the mistake), the woman was very nice and explained that if I switched to their Choice Extra plan I would qualify for a $29/month rebate...so the $60plan would be $30 for the first 12 months. Because I was activated under the family plan, she put me on hold and checked with her manager to make sure that I would qualify for the rebate. She came back after a few minutes and said I did qualify and I would be able to go online in 72 hours to activate the rebate. She then went through all the steps I would have to take to activate the rebate. So, in 72 hours I went online and got an error message saying I wasn't eligible for a rebate. I waited a few more days, and tried again. Same thing. I tried several times over several weeks and I got the same thing. So I contacted them. I was bounced around from one person to another, all apologizing and then passing me on. Finally, one told me that because my service was activated under the family plan I qualified for nothing. Even though it was their mistake, they will not fix it. If it was my mistake, then oh well, I'd have to accept it. But I think if they make a mistake, even if it happens to be in my favor, they have to honour it. So now I'm stuck in a 2 year contract, I'm a new client and haven't gotten any deals for signing on with them. As soon as my contract is up, I'm done with them. The service itself seems great.....haven't had any problems with the equipment, signal etc. The service man who did the hookups was on time and very polite. Customer service on the other hand leaves a lot to be desired. If they treat their new customers like this, I can only imagine how they treat those who have been with them for a long time. I'd recommend that if you have to deal with customer service, make sure you get the person's name and consider recording your conversation. I wish I had done that, because without that its just your word against theirs. It amazes me that rather than keep a customer happy (and have that customer renew after the contract is up...to the tune of over $1000/year) they'd do this and then lose the customer and that money after the contract is up. Doesn't make good business sense to me.