DirecTV Extortion, intimidation, and lies = DirecTV CSR business tools! Miraloma California
I purchased an LCD HDTV online from Costco on 01-13-08, which led me to a special offer from DirecTV when purchasing a 32" of bigger TV. I placed a web order and scheduled DirecTV installation on 01-23-08 for free upgraded equipment and installation in all rooms. The installer called me at work and I refused to $75 for the living room--not the offer I had accepted. He installed a basic receiver instead of the upgrade reflected on the order. Upon my arrival at home--within hours of the installation--I reconnected to Comcast cable and notified DirecTV via email to cancel the service, pick up their box, and warned them against charging my AMEX.
DirecTV ignored this cancellation of service notification. My phone experience includes CSRs keeping on hold forever or hanging up at all my resolution attempts. They didn't have the courtesy to acknowledge the content of this email and all other related emails. Instead, DirecTV CSRs thank me for "joining" the DirecTV family, apologized for the mixed up, and scheduled a delivery of a new box for 02-11-08, which I did not confirmed or accepted. Additionally, My January AMEX bill had a $59.99 DirecTV charge. I disputed this charge with AMEX --service cancelled within hours of installation, did not receive equipment ordered, and the installer's $75.00 extortion attempt.
AMEX reimbursed me the Jan/08 charge and I believed that DirecTV knew I meant to cancel their service. Thus, my surprise with their Feb 25, 2008 AMEX charge. Again I disputed and was reimbursed by AMEX. This time, DirecTV called me on 03-02-08. The billing CSR told question why my actions and for the first time DirecTV listened. She transferred my call to another department and this new CSR listened, apologized, and promised a new installer and the HD-DVR upgraded on 03-10-08. However, when I explained reinstatement conditioned on their billing to begin as of March, she transferred me to her supervisor, Sean (employee #402124), the only person who could authorized my request.
Sean denied my request. He told me DirecTV had not accepted my cancellation request and I owed the Jan & Feb service fees. I told him I would not pay for services not received, cancellation within grace period--hours of installation, and this far all email/web communications had been looked at. He threaten a $400 fine instead and I told him then cancel the 03/10/08 service "reinstatement" order. His choice, I could become a customer as of 03/10/08 or never! Sean choose to scream at me, threaten, and deny my request instead.
I complained with DirecTV against Sean and they deleted my "complaint" email unread. Thus, I faxed my complaint to their El Segundo headquarters. I also filed complaints against DirecTV with the BBB, Comsumer Affairs, and Costco. I still have the basic receiver and have not found an "physical" address to return it to and the 03-10-08 installer refuse to accept it.
In my research I discovered that DirecTV poor customer service, illegal billing and business practices are systemic and have NOT been able to discover the governmental entity or California law that protects consumers against these types of abuses and from being victimized by DirecTV.
DirecTV satellites might enable great TV viewing, but DirecTV employees and their irregular, illegal, whimsical business practices stink! I strongly caution consumers against entering into a business relationship with DirecTV!!! They'll rip you off
Directv victim
Sacramento, California
U.S.A.
3 Updates & Rebuttals
Ross
Payette,Idaho,
U.S.A.
Getting it done right
#4UPDATE EX-employee responds
Fri, April 18, 2008
As an ex employee at the customer retention call center, these problems arose frequently. First of all the previous statement is correct. You cannot make ANY changes to your account via email. This is for legal purposes, among others (you wouldn't want somebody emailing in to cancel your services or order pay-per-views or new equipment from any old email address would you?) All changes must be done over the phone, with the Reps verifying your account and who they are speaking with (that is why we ask questions at the beginning of the call... to verify who we are talking with, and if that person is authorized to make changes or receive information).
Secondly, someone with account authorization must have been home to do the installation.. this is a base requirement for ALL installs (no exceptions). And with that, that person had to give authorization to activate the service, at which time your contract becomes active in full, and all penalties apply from that moment on.
Third... the included "Standard Professional Installation" includes the installation of the dish(es) and up to 100ft of cable routed through one (1) wall per reciever. this does not include "fishing" the cables inside walls or having to drill through multiple walls/stairwells to reach the particular television/room. Those situations incur additional "custom installation" costs that are negotiated between you and the installer at time of installation, and have nothing to do with the DirecTV service itself, but with the contractor who is performing the work (i.e. DirecTV is not billing you for the custome work, that contractor is billing you for his time).
I do not know the particulars of the conversation that you had with "Sean," but I think the "fine" that you refer to is actually his informing you of the early cancellation fees that your contract explains, and that the moment that your reciever was activated became enforceable (doesn't matter how long it was activated for). Basically the activation of your reciever is your acceptance of the terms and conditions of that contract, and at that point it becomes binding.
And last of all, in this day and age, YOU, the customer, must make sure that you read and understand EVERYTHING before you sign/approve it!!! if you don't understand it, stop... find someone who can explain it to you!! Call DirecTV Customer Service (800) 531-5000 and ask a CSR to explain what it all means, they will be happy to assist you, especially since it makes the job easier in the long run, because you are an informed customer!
Meredith
Harrison,Tennessee,
United States Minor Outlying Islands
Directv ( I have more of a helpfull tip )
#4UPDATE Employee
Mon, April 14, 2008
With Directv you have to call and ask for an account to be disconnected sending an e-mail will not get the job done . All that will do is get a e-mail from the cyber team requesting you to give DTV a call. Because disconnecting an acount can't be done through an e-mail . The main reason is the recievers can NOT be returned without a lease recovery kit, a box that DTV sends to the customer with a shipping label . The tech that does the installation can Not accept the rcvr ( reciever) because he is a contractor , if DTV where to allow a tech to start picking up rcvrs there would be no proof that you gave it to him . And the rcvr may not be returned right away and that would not be good for the customer . Because it is a leased rcvr if it is not returned right away there could be non-return fees .
That information (non-return fee) is in the commitment and can be viewed by anyone at the DTV website just type commitment in the search. Just think of it this way , What if the tech that came out to pick up your rcvr quit his job for what ever reason ( there can be many ) 2 hours after he picked up your rcvrs . Lets say this person had a death in the family and the last thing on his mind is your rcvrs . He is in his personal van , he calls his boss and says my wife died I won't be able to come back ...... click the end . Who is to say when if ever those rcvrs would get turned in. In turn you know you turned them in but hmmmm DTV has No recored of this , then in turn you think they should just take my word, after all an employ took them ,right. But Joe Shomo called in 15 mins before, this customer says" why did you charge me this 200.00 nrf" (non-return fee). CSR explains then he says "aw I turned those in ", no record , then he says "the tech took them " when the truth of the matter is when he moved he left them in his apartment and have since been thrown away .
The eq that is sent to all Directv customers sometimes (depending on the type hd hdvrs, HD ,DVRS,ect.) can cost $300.00 to 700.00 per rcvr it is an investment in the customer that DTV can break even on the cost after about 1 to 2 years of service.
Also the other reason you have to call is DTV has what you call a CRG Department witch translates into DTV will do what ever it takes to keep the customer . If you call and say straight away I want to cancel my account you will be transfered to this department and that department WILL disconnect your account and send out recovery kits for the rcvrs after making sure that nothing can be done to retain the customer.
And then if you DON"T call then no one will know that you want your account disconnected .And then that will lead to bill after bill for service that the customer is not getting and more head ache . You have to call !!!!
Also pay attention to the standard part of " Free standard prof.. installation " Because it means what it says "Standard " if something other standard installation is needed there can custom charges . That is typical of alot of companys out there even Comcast, Charter ,Time Warner ,Dish ( I have worked for Comcast as well) ....Example.....Lets say the only good place on your home for a dish insallation is your deck but it will not hold a heavier 5 LMB (HD) Dish but will hold a smaller one, the only option is a pole that is a custom charge from the local contracting company that is installing the dish . And that is not a something that a CSR would have any way of knowing that the only way you are going to be able to get HD is by having a pole, so when you are placing an order the CSR can't say by the way you are going to have to pay $50.00 for a pole because the dish won't go on your deck. Same issue can crop up with line of sight issues a 3 LMB dish may work just fine on the side of you house but yet the HD can't get a line of sight from the same place.
And remeber you are the customer if a CSR Sup or other wise dares to yell at you he has a boss . Every time you are transfered there is recored ( in a communication log) of whom you where transfered to hang up! Call back ask to speak to a sup then ask to speak to his sup. Then you address all of your concerns about person that yelled at you. That call will be reviewed and that person will no longer have a job.
Case Closed
Tewksbury,Massachusetts,
U.S.A.
How to file a complaint with the state of CA
#4Consumer Suggestion
Tue, March 18, 2008
Directv's headquarters is located in CA:
Directv
2230 East Imperial Highway
El Segundo, CA 90245
Primary Phone: (310) 535-5000
Primary Fax: (310) 964-6590
Primary Contact: Bobby Vernon ,Customer Care Manager
I highly recommend filing a complaint with the state of California Dept. of Cunsumer Affairs. This applies no matter what state you live in. Here is a link to the complaint form:
http://www.dca.ca.gov/online_services/complaints/compl-form-elm.pdf
Here's some info you'll need to complete the form:
BUREAU OF ELECTRONIC AND APPLIANCE REPAIR
Licensee Name: DIRECTV, INC.
License Type: SERVICE CONTRACT SELLER
License Number: 4340
License Status: CLEAR Definition
Expiration Date: July 31, 2008
Issue Date: July 19, 2001
City: EL SEGUNDO
State: CA
Zip: 90245
County: LOS ANGELES
Actions: No
You can fax or mail the form and the state will contact you within a week or two.