Complaint Review: DirecTV Inc - El Segundo California

I am a long time DirecTV customer and opted to get a new LED LCD TV.  I upgraded my existing DVR to an HD DVR for $199.  I have not had issues in the past until this HD DVR experience.  I purchased the HD DVR online 12/10.  DirecTV typically sends out their receivers by FedEX.  I checked my online order and it was listed as completed.  I called the DirecTV customer service line and was told that the unit was on back order.  I asked why I was never told this whether by phone or email and the online status listed the order as COMPLETE.  There was no tracking ability on the consumer end, so your left in the dark regarding the delivery.  The appropriate apologies were received and I received the HD DVR about a week later.

I connected my HD DVR without any difficulty and finished the install with the help of DirecTV customer service.  The unit worked great for 1 day, yes, 1 day!  I attempted to record an HD program the next night and lost all HD signals.  I thought it was an isolated incident and noted the channels returned the following morning.  That night, I tried to record another HD program and again lost all HD channels.  This time I spent almost 2 hours on the phone with Tech Services with no success.  I also asked if this was a refurbished unit because I noted scratches on the exterior casing.  I was assured that all the internal components were new.  I wanted to follow up with a local DirecTV dealer that I had excellent customer service with.  Tech services wanted me to schedule an appointment and then advised me to cancel it or reschedule it as I needed to.  Didn't make sense to me either.  I canceled the appointment and met with my local DirecTV rep.  I was told by my rep that this particular unit is several generations old.  As a matter of fact, the HR 23 and HR 24 are newer than the HR 22. 

Needless to say, I was quite angry with DirecTV and I felt duped.  DirecTV brags about all this great customer service and I'm a long time DirecTV customer and I'm treated with a refurbished older technology unit. 

I called DirecTV and advised them of my frustration.  I told them I wanted a refund of the $199 or to exchange the non working HR 22 for the HR 24 that I was under the impression I purchased.  The initial customer service rep appeared to be very understanding.  He advised me that he would not be able to refund my monies, but assured me I should be able to get the HR 24 model.  I was transferred to another department and spoke to a "Rob."  I explained my situation and he promised me there is NO DIFFERENCE in the HR 22 and HR 24 models.  He states it's just a different external case.  I tell him what I'm asking for and he reinforces that he can not give the refund and after checking with his supervisor Derrick, he can not exchange the non functioning HR 22 for the HR 24.  Because I have the equipment protection policy, he is able to exchange my unit for a "comparable unit".  I asked him what this means and I am told that I could get a refurbished HR 22, HR 23 or HR 24.  I told him this is not acceptable.  Eventually, I get to speak to his supervisor Derrick and I am told that is the DirecTV policy to NOT REFUND MONEY.  Furthermore, He states that it is disclosed that when purchasing the HD DVR, one can receive the HR 22 or HR 23 or HR 24.

I asked Derrick where is this written for the consumer to see.  He tries to avoid the question and I am finally told that this is told with the final sale of the product.  I asked him to please pull any voice recordings of my transaction that would verify this.  He could not and would not.  Derrick also assured me there was no difference with the units in question.  I asked him to speak to his supervisor and was referred to Corporate for a complaint.  There was no phone number given or name.  Only an address was given.

With nothing resolved, I called back to DirecTV to clarify a couple more questions.  I explained the situation again to this particular customer service rep.  This time I asked him what he can do for me?  I stated, here I am a long term customer for DirecTV with a non functional, newly purchased, older technology HD DVR.  I told him that he is in the business of customer service and what can he do for me to rectify the problem.  He did not have an answer.  I asked him about the possibility of requesting an HR 24 when a replacement is sent out for the non functional HR 22.  He said this was possible and I needed to make sure that I mention to tech services that this was a "swap" and not an "upgrade". 

I was transferred to tech services where I explained my story once again.  I was told that he can not swap an HR 22 or request an HR 24.  I would be taking my chances with a replacement that would be an HR 22, HR 23 or HR 24.  I was told by the technician that since I have an HR 22 he can put in an upgrade request for a discounted price.  I told him that he was out of his mind and advised him this was not ethical as I just purchased the HR 22 and now he wants me to buy another refurbished unit.  We finally agreed to have a tes carrying an HR 24, a switch would be more feasible. 


I finally asked him if there is a difference with the HR 24 when compared to the HR 22.  He told me YES, the HR 24 offers a touch screen panel, more internal checks, better able to troubleshoot issues on a network and able to put out 1080p resolution.  The HR 22 is only able to put out 1080i resolution. 


To summarize, I AM SERIOUSLY DISAPPOINTED with DirecTV.  Just another example of corporate not standing behind their product or their technology.  Furthermore, it appears the customer service reps are NOT on the same page; conflicting stories, one department promises a fix and then transfers you to another department that is not able to deliver on the promise.  This was evident with several interaction with DirecTV.  It was disappointing that DirecTV does not have a money back guarantee.  WHAT COMPANY TODAY DOES NOT HAVE A MONEY BACK GUARANTEE????  It tells me that DirecTV is not to confident in their product or their technology.  This contradicting their online customer service statement.


Finally, I am appalled that DirecTV would risk losing a long time customer over a simple problem.  Honestly, to lose a long time customer over $199 refund or worse $50 on overnight shipping to get the product that my customer wants, expects and thinks he purchased.  Very poor business practice and decisions that their corporate office will be made aware of as well as the BBB. 

PaulP