Complaint Review: PrimeTV

Promised ($99) rebate 90+ overdue .....

I mailed all required rebate information on 1-16-2003.My first follow-up phone call was 3-19-2003. Was told that, "yes, my rebate information had been received, and the rebate was to be mailed out Monday, 3-24-2003. I failed to note the name of the female contact.

My second follow-up phone call was April 1, I spoke with Merdith. She said the check was "to go out now, she did not understand what the hold-up was, but that she would personally she would put it in the rush system".
Second follow-up phone call was 4-14-2003, I spoke with Patrick. I was concerned about the check being lost in the mail. He said, "Be patient, it will come. The check has not been lost in the mail, because the system does not show an issue number yet.

Give it 6-8 more weeks." On 4-16-2003 I called DirecTV and spoke with Jeramy about reception problems...and in the "by-the-by" questioned him about PrimeTV. Jeramy (extension #1408)told me that PrimeTV was not one of their reconized dealers. He handled my reception problem to my satisfaction.

As I understand it now, I am dealing with three different and seperate companies. The first is PrimeTV. It was their ad (promising the rebate of $99.00)that I answered. They are the providers of the satellite system equipment(receivers, satellite dish, remote control). They contact a PrimeTV authorized installer. This means an installation company who had contracted with PrimeTV for this opportunity to do business.

This installer,in my case, Satellite (Systems) Source of Columbus, Ms 662-356-4777. sends the installing technician (who is yet another level of independant sub-contractor)to my home, and it is he who physically sets the equipment up. The installing technician (that independant sub-contractor)will also fill out the needed paperwork, as well as the contract papers with DirecTV. He takes the DirecTV contract, and copies of all other paperwork back with him.

And finally, DirecTV, the company who sells me the subscription to my choosen program package. They are the ones who bill me monthly for my service. I did not know before hand that I was dealing with anyone other than PrimeTV. I have had several problems. Faulty installation was the first. The installing company sent out a different subcontractor, and he redid the installation of the dish. Now my reception is much better. This was at no additional cost to me.

But, it did take the better part of a week, during which we did not have any television reception. I called DirecTV, explained the situation and together we figured the prorated price to deduct from my payment so they did not charge me for the days when I was not receiving their programing. The problem I am having now, is with one (of our two) receivers. It has "quit on us". PrimeTV is sending us (at no cost)a replacement unit by UPS.

It seems to me that in all aspects, except the rebate, all the companies involved have tried (maybe not as fast as I would have liked) to give me good service. Phone calls are answered quickly, (yes, I do experience quite a bit of holding and transferring--and I have been disconnected), but on the other hand, DirecTV, PrimeTV and Satellite Systems Source have returned (some of) my phone calls, and or called to check if everything was taken care of.

I still feel concern that the rebate may have really been a "rebait" to get my business. I am receiving phone calls, sometimes 3 times a week, from DirecTV wanting to sell me insurance on my equipment, or to sell me addition programing. I have to remind them that all equipment is covered for one year under my contract. I do not care for this repeated calling. What can I say, anyone you do business with has your name on their list of good prospects to try to get more business from. An irritating fact of life.

This had been my experience--the good, the bad, and the ugly. Since PrimeTV has not fulfilled this obligation, I feel that my contract with them is not binding. Yet, as long as they service my account in good faith, I will "be patient" a little while longer.

Patricia
Corinth, Mississippi
U.S.A.

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