DirecTV Inc Complaint - Nickel and Dime approach
Today I called DirecTV to cancel my service due to the fact that I am moving overseas for the government. I was informed that I would be charged an $80 early termination fee because I had an upgrade in 2008 and it does not run out until September. I asked that this fee be waived in view of the fact that I am only two months short and have been a loyal customer for 8 years including the NFL Sunday ticket every year, premium movie packages and pay-per-view and have never even placed the account on hold. I was told they would not waive the fee because it was a valid charge. Well in my view this is a nickel and dime approach. DirecTV could have gotten another $100 plus over the next month until I depart plus I would have come back to DirecTV when I return to the US in a few years. Instead DirecTV will get $80 over a matter of two months (I would have kept the service until July). When I asked the representative on the phone to note I was leaving immediately due to poor customer service he then argued with me that it was not. He obviously does not understand that he doesn't get to make that call. The only way they will ever see me as a customer again is to refund this ridiculous fee.
Update 6/15: The CS rep also told me on the phone yesterday that the service would be off by midnight last night. Well guess what? It isn't. However, they did send me a response to my complaint that I sent last night asking if they can do something to fix this issue... I'll call them today and we will see.
Final outcome: They have waived the termination fee. It's too bad I had to escalate it to get the right thing to happen.