Complaint Review: DirecTV

I called Verizon for DSL Internet service & a home phone line, at which time I was informed about their TV service. I was told I could get all 3 (phone, DSL and TV for $106 a month after 3 months) first month $66, 2-3 months $88 with a one year agreement and 30 day trial with NO obligation and with 3 months free movie channels; so I agreed.

Then I found out I had to lease a HD/DVR box for $418.95 with $100 rebate, or buy it outright for $750. I opted for the lease because it was replaced free in case of damage or a needed upgrade. I asked if I changed my mind would I / could I return the HD/DVR box for a refund and was told Yes. When I asked about local HD channels I was informed that I had to buy an HD antenna from Radio Shack because the HD box and satellite didn't receive them (ABC, CBS, NBC, Fox, etc.).

On Friday 6/16 the satellite was installed, I had to loan the installer my hammer drill and help run the cable thru my cedar siding. When the installer called DirecTV to activate service I was told it was $49.99 a month without any movie channels and $4.99 a month per box (1st box is free because I paid $418.95 for the 1st box) and $9.99 for HD service per month and $4.99 for DVR service per month. Finally DirecTV told me my credit was to good I did not qualify for the basic package ($39.99 per month) or the free $25 gift card; I had to upgrade to a more expensive package to get the service. Ridiculous!

At this time we were given the Channel Guide. On Monday I had decided that with only 7 HD channels available (excluding 2 movie channels we were not going to keep) it was not worth the $418.95 for the HD/DVR box and $16 a month for the service. I called on 6/19 to tell DirecTV I had decided to return the box for a refund and drop the service.

They tried to talk me out of it by saying they were adding dozens of new HD channels by the end of 2007; I told them that was 18 months away and I would add the service back at that time. After being transferred thru dozen people and being told first yes, I could return the HD/DVR box (Amy in Billing). Amy asked if I wanted to order just the DVR box for $99 to replace the HD/DVR box I said yes and ordered it; with the understanding I could return the HD/DVR box.

Then ultimately NO we couldn't return it once the box was opened; our options were either to stop the $16 a month service and use the box as a regular receiver (with a normal rental of $4.99 a month) or I could return all equipment and discontinue DirecTV service without penalty, except DirecTV keeps my $418.95. I asked him to cancel the DVR box I had just ordered since I couldn't return the HD/DVR box; he told me it's to late, it is already in shipping. Outrageous! The man (Tech Support, I think) said that we misunderstood the 30 days to decide what to keep only applied to the free movie channels.

I think we were purposely lied to and mislead.

Chris
Richmond, Virginia
U.S.A.