Complaint Review: Directv

First Fraud

We were contacted by a Directv agent in 2006. We were building a new house, in a new neighborhood development and they had special offers for this area. We listened to the offer, and were told that DTV would be launching 150 HD channels within 3 months of our install. Of course, this never materialized and we called them for at least 6 months or more after the system had been installed and were asking when these HD channels were going to be launched. Each time we called, we got the standard "3 more months" "theyre coming I promise";;; however, we purchased a $5000 dollar HD television to take advantage of this wonderful viewing experience of HD. To this day, APRIL 18th 2008, we Still have nowhere near the 150 channels promised. Nor are they available.

In the meantime, I have had 3 HD receivers quit and die on us. One within the first two weeks of the install, the second about 6 months later, and now the third which freezes all the time, and when it is working the audio is behind the actors lips. Its terrible, and the direct tv hd receivers are the worst technology Ive encountered. They used to be manufactured by RCA, these were great, but now, they make them under their own brand, and they are as terrible as Directv customer service.

Fraud 2
Disgusted, and 2 years past my initial install, I decided to call it quits with DTV. I called to cancel. After some of the worst technical support, and customer service Ive ever encountered in my life, they finally sent me over to retention. This department is completely useless in my opinion. They were rude, they were inconsiderate, they were uniformed, they were.. Gosh the frustration a person feels when trying to talk to them is just unreal. I wanted to cancel, and They tried to give me free HBO for 3 months. I told them, if they gave me free service for a year I would still cancel.

The retention specialists, I have spoken with 10 or so of them, all have come back to me with the standard reply. "Your not out of contract yet so we are going to charge you and early termination fee". Of course, I begged to differ, politely as I could, as I had in my hand the date of the install, and initial service for the install. However, they informed me that each time they replaced their defective Directv branded "leased" receiver, that they charge me 5 dollars a month for, they were tacking on a year or two years to my initial 2 yr contract obligation. They said that I had agreed to these extensions when they sent me the first replacement HD receiver two weeks after the initial install. I proceeded to tell them that there was no way, that I would have ever agreed to extending anything in regards to my directv account or contract and that I had never signed an additional agreement stating this claimed extension. It just was not going to happen EVER! They proceeded to tell me I also agreed to an additional two years when the 2nd receiver died. Again, never. would I have fallen or gone for that.

Still They told me I would be charged and responsible for the early termination fee. I asked to speak to a supervisor, who came on the phone and said the same thing. And there was nothing they could do about it. I was furious. I have not been that upset
in many many years. It really was the most unscrupulous deceptive thing that has ever happened to me. I felt conned and ripped off. I have been hung up on so many times, transferred to nowhere, spoken with clueless people who asked what my problem was too many times even begin to document.

Finally, they sent my complaint to escalation and told me I would hear back from them shortly. 1... 2... 3... 4.... 5.... 6..... 7.... days go by. Everyday, I got at least 3 calls from directv. but It was customer service, wanting to get feedback from my call in to Directv. I told them the same thing each time. That In my opinion I think Directv Sucks! and that I am filing a complaint with the Attorney Generals Office in the State of Tennessee and also plan on being part of a class action suit brought against this company for what I feel are fraudulent and deceptive practices.

I have spoken to this law firm Ive linked below, which currently, as of this day has a class action suit filed against Directv in regards to the HD receivers. and they informed me that they had something else in store for DIRECTV in regards to fraudulent Customer contract extension practices. Here is their website, http://www.wtwlaw.us/ I suggest anyone out there experiencing the same nightmare Ive gone through contact them and ask them to be part of this possible upcoming class action suit. I believe they are collecting names in these regards.

For the record, For me its not about the money, its clearly the principle of the matter at hand. Big company's take advantage of the little guy everyday. DTVs customer service is a tangled web of inconsistent information with one employee saying one thing, and the next saying something totally opposite. the worst in my experience. I would never do business with them again. EVER!

Finally, I had to comment on the person from directv who posted on the ripoff report.

In response to the person saying there is a high turnover of employees at directv. I have this to say.

First, you have taken the position that someone earning 9-10 dollars an hour wont do the job they are being paid for or just dont care. However, I beg to differ, and If directv was such a great place to work, and it placed ethics and professionalism piedmont in regards to the customer and employee needs, they would have a lot less employee turnover and tons more satisfied customers.

Second, Invest more in your employees education and retain them, this would build a better more informed employee and furthermore lead to more customers for life.

Third, try simplifying obligations for a customers. A 24 month contract.. fine. it should mean 24 months and the customer can opt out if they choose after its done. If youve worked very hard, and offered great service with a competitive prices, the customer will not want Cancel the service. Its a pain to set up with someone else, Its a hassle. I dont want to. but.... The trend, however, according to NUMEROUS complaints forums online is that customers are being charged cancellation fees even after their initial contract has expired and in instances, of when service cannot be connected in remote locations etc etc.

Having employees Fraudulently Extending contracts and holding fees over a customers head to force them to stay a customer will bring a business down. It will not get you a referral EVER from me, or any person I know.

Do good business, and business will be good to you!

Pauly
Nashville, Tennessee
U.S.A.

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