Complaint Review: DirecTV - Atlanta Georgia

I have 11 TVs. Well, now ten. I had over ten service calls with DirecTV to fix a problem. During one call a tech mentioned I had so many TVs, computers and tablets, and the base insurance, so I should buy the highest level of insurance from directv, their premier protection plus with accidental damage and handling coverage. He said "drop your phone in the toilet: covered. Drop your tv hanging over your fireplace: covered. Anything you can watch DirecTV on is covered. Think of the money you will save cancelling your phone insurance!" So I signed his phone and thought I was covered, Not long after that a little green dot became a big green line on my 65" curved 4K tv. I called. They told me I had to pay $50 up front and then they would send a repairman to my house to write an estimate. They told me I had to move the TV to where the technician could easily get all around it. They even called me later that night telling me if the TV wasn't moved then the repairman wouldn't look at it or write the estimate. I told them I'm disabled. They didn't care. They said if it wasn't moved, no appointment.

So I decided to get my wife to help me move the tv. We had total coverage so what could go wrong? When moving the TV it slipped and the screen hit a coffee table and cracked. But I knew I was covered so no biggie. The next day came and went with no repairman. I called the next day. I was told they were covered up, could I just send some pictures. So I did. Almost immediately I got a call telling me I wouldn't be covered because of the "damage." I said, no, I have the adh, I'm covered. Said I had just had a tech out who told me I was covered. The repair guy said he'd write the estimate, but he doubted they would cover it. I told him what I'd been told. He said he believed me, said all of his customers said that. But also said DurecTV would deny the claim. Sure enough, they did. I called. Asked why? They said adh was only for laptops and tablets. I said that wasn't what their website said. It says led, lcd and plasma TVs. They said I needed to read the fine print. I asked what fine print, I signed a phone? They laughed and said I shouldn't have believed my salesman and should've looked for the fine print on the website. It NEVER says TVs aren't covered. Just says tablets and laptops are.

I argued and they said tough. Since that initial phone call I have had at least seven more techs, including the regional trainer, in my home and every single one has told me my tv should be covered. So I called Case management at DirecTV.they said I was covered. Until they didn't. Said they finally found where TVs were excluded. In internal memos, not the website, certainly not on a techs phone! So they told me to lie and say a tech dropped my tv. I refused to lie. But like I said EVERY tech who has come to my home has told me I'm covered. It's been over a month and the last tech here STILL told me I'm covered. So while the office of the president and mastec and Asurion have all told me they would retrain the salespeople / techs in over a month they haven't said a single word to them to change how they sell the product.

Not a text. Email. Conference call. This multi billion dollar communication company has let their techs continue to sell this product fraudently for over a month. With NO effort to retrain them at all. MasTec says its Asurion. Asurion blames DirecTV. DirecTV says it is Madtec's fault. They all pass the buck and refuse to help me even though the repairman assures me the repair is the exact same now as before. So they lied to sell me a product. Admitted they lied. Refused to honor their promises and continue to sell the product fraudulently. And I am out a $5,000 tv that the pay could replace for about a grand. But they have no integrity or honor. Thry admit they gave me "misinformation" but still refuse to step up and do the right thing. They've also lied about what channels I would get in my new package and one rep offered me NFL Subday ticket as an apology......except now they say they can't give me that. They admit they lie and refuse to help. They are scum.