DirecTV is committing Consumer Fraud Fort Collins Colorado
I am hopping mad. I have been a DirecTV customer for eight years. I recently found out that I could consolidate my cable service with my phone service through Qwest. When I called to do this, I was told that this was only available for new customers. That made me feel less than an appreciated customer who had been loyal for so long, so I promptly asked the customer rep that I was going to cancel my DirecTV account. I was trasnferred to another customer service rep who said that because I had been a loyal customer and they wanted to keep my business that DirectTV would offer me a free DVR upgrade if I didn't cancel. I agreed.
It took three reschedules to finally get a technician to show up with the new DVR and after he installed it, it would not work. He blamed it on the satellite dish being too old and said he would have to return with a new dish. He did not. So I hooked up the old DVR and it worked again. I called to complain and a new technician was scheduled. After stewing about this for awhile, I decided that I was not happy with the way DirectTV had handled all of this, so I called to cancel. I was informed by the customer service rep that I was subject to an early cancellation fee on my extended 24 month service contract. When I asked in disbelief when did I sign up for an additional 24 months, she said that when the technician installed the new DVR that the paper I signed before he left was my 24 month contract. The technician stated that it was an equipment receipt, not a contract for service and I was never told beforehand that I was extending my service contract. This is consumer fraud pure and simple. I will NEVER be a DirecTV customer again and I am going to fight this early cancellation fee they want to charge.
Jc
Bellvue, Colorado
U.S.A.
5 Updates & Rebuttals
Melb
Torrance,California,
U.S.A.
I whole-heartedly agree
#6Consumer Comment
Wed, May 27, 2009
We have the same problem. My fiance signed the "delivery and installation" form, because the technician simply stated that it was to confirm delivery of the DVR. It is disheartening when you cannot trust a company to divulge information to you. We would have kept the service regardless, and been careful to make sure we did not terminate the contract prior to the 24 months being up. But since they make sure "new 24 month contract" is never mentioned by the CSRs or the service technicians, that you will be sure to pay an exuberant fee for cancelling.
I detest DirecTV. I find it inexcusable how they put a 24 month contract ADDENDUM on an in home installation agreement form, and tell their technicians just to say it's for confirmation of receival of your equipment. Stop lying to customers!
Even Verizon let me know that they would charge me $85 for in home technician work if I didn't wait a month so my insurance could kick in. Companies are not going to be perfect with customer service, but it is quite different when they are shading over very important info like a renewed 24 month service contract with a hefty cancellation fee.
I agree we should read everything, and from now on we will (we've learned a valuable lesson as well). It's a shame how companies like DirecTV will try to rob you blind before you figure out what your initial mistake was. It's unbelievable! We'll never return to DirecTV.
Judith
Antioch,California,
U.S.A.
DirecTv DOES commit fraud and their signed contract is NOTHING but an install agreement
#6Consumer Comment
Wed, May 06, 2009
DirecTv does NOT give full disclosure over the phone. The contract they have you sign states NOTHING about duration, prices, terms, conditions, it is ONLY an agreement that you will not hold them responsible for anything damaged due to installation, and permission to install. We were not even told we were agreeing to a 24 month contract and an 18 month contract, until we got the first statement with all of their terms/conditions. I have filed a report with the FCC and I would request that as manypeople that have had discomfort from DirecTv should do the same so they can be stopped! As consumers, we DO have RIGHTS!
Solid Ground
Mackville,Kentucky,
U.S.A.
email corporate
#6Consumer Suggestion
Mon, May 04, 2009
I went round and round over a few issues with this company, and the last poster was right, if you call 1-800- number, you get nothing. I sent an e-mail to someone (don't recall who now) at the corporate office with some letters behind their name with my complaint, and my account was adjusted in under 24 hours. No fuss, no muss. i am in no way glorifying this company, they are by far the worst service experience i have ever had, and down right low when it comes to taking advantage of customers. We are only staying here with the bare minimum, until the end of my contract because i am a cheap b*****d. With the great free HD channels, netflix, and free TV available from the net these days, I don't see DirecTV lasting much longer with the way they are treating people. i sure miss the good old 7' dishes. 200 programming companies vying for your business made for great deals and fantastic customer service, with no fine print hassles.
Vance
Goose Creek,South Carolina,
U.S.A.
err..
#6UPDATE Employee
Thu, April 30, 2009
When you spoke to the CSR who offered you the DVR upgrade, they would have been from our Retention department... and it's required that they give you the information for the 2 yr addition to your contract before placing the order. Unless the CSR didn't do so (which I'm sure you'll say they didn't) then you weren't technically a victim of fraud. Although on a more technical note your signature on that paper constitutes being legally bound.. I don't like that policy myself though. I'm not allowed to speak down about dtv but I can at least disagree with that particular policy. Just write a billing dispute letter explaining being offered the DVR (and why it was offered) and the lack of it working on top of having to keep calling technical support. For a loyal customer you might get the ECF (early cancellation fee) waived/credited.
It won't be waived over the phone with a CSR under any circumstance unless you decide to reinstate service (even if you speak to a supervisor) so for it to be resolved more efficiently just write the letter.
I will be honest it has a 14 - 21 business day time period before you should get a response.. in the meantime, I'd just pay it to keep it from going to collections or keep it active and suspend it.
Ashley
Springfield,Missouri,
U.S.A.
Why?
#6Consumer Suggestion
Wed, April 29, 2009
Would you sign anything without reading it first? Yes, they were trying to rip you off, but you could have stopped them if you just read what you were signing. Good luck getting out of it now.