- Report: #325632
Complaint Review: Directv - Colorado Springs Colorado
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Directv
1900 Colorado Spring Colorado Springs, Colorado, U.S.A.
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Directv does nothing but lie Colorado Springs Colorado
The lies started on day one and just keep coming. When I first signed up, I asked multiple times how much the monthly fee would be and was assured it would be $79.99 plus tax. I asked if there were any monthly equipment fees or any additional charges of any kind and was told, "When I say $79.99, I mean $79.99". When I received the first bill, there were additional charges of $5 per month for each receiver - an equipment lease fee, which they specifically said would not be charged.
I also purchased a service/warranty plan and am now told that I do not have a warranty plan through Directv. Supposedly, the warranty plan I purchased is through the subcontractor. The subcontractor will not send me anything in writing to verify that I have a warranty at all, so they took my money and I have no product and no coverage if anything goes wrong.
I was told when I signed up that the contract period was for one year, that it was part of a promotion they were running. Directv now informs me that it is for two years, there was no such promotion.
My service has gone out a couple times already (I only signed up for the service a few months ago). When it could not be fixed and the receiver had to be switched out, the CSR assured me there would be no charge to me since it was their crappy equipment that died. Lo and behold, the next month there was a $20 charge on my bill for shipping the receiver. I called to complain and the CSR I spoke to this time said the other CSR was wrong and I had to pay because I didn't have the warranty plan through Directv.
My neighbor has Directv also and when she signed up she was told that she was buying the equipment rather than leasing it, that at the end of the contract period, the equipment would be hers. This was the main selling point for her over DishNetwork, and it was a lie. Her equipment is on lease just like mine.
Bottom line: they say whatever they have to say to get you to sign up, then will not stand behind their words. As soon as my contract is up, I'm done with them and I'm telling everyone I know that Directv is bad news.
Eric
San Antonio, Texas
U.S.A.
I also purchased a service/warranty plan and am now told that I do not have a warranty plan through Directv. Supposedly, the warranty plan I purchased is through the subcontractor. The subcontractor will not send me anything in writing to verify that I have a warranty at all, so they took my money and I have no product and no coverage if anything goes wrong.
I was told when I signed up that the contract period was for one year, that it was part of a promotion they were running. Directv now informs me that it is for two years, there was no such promotion.
My service has gone out a couple times already (I only signed up for the service a few months ago). When it could not be fixed and the receiver had to be switched out, the CSR assured me there would be no charge to me since it was their crappy equipment that died. Lo and behold, the next month there was a $20 charge on my bill for shipping the receiver. I called to complain and the CSR I spoke to this time said the other CSR was wrong and I had to pay because I didn't have the warranty plan through Directv.
My neighbor has Directv also and when she signed up she was told that she was buying the equipment rather than leasing it, that at the end of the contract period, the equipment would be hers. This was the main selling point for her over DishNetwork, and it was a lie. Her equipment is on lease just like mine.
Bottom line: they say whatever they have to say to get you to sign up, then will not stand behind their words. As soon as my contract is up, I'm done with them and I'm telling everyone I know that Directv is bad news.
Eric
San Antonio, Texas
U.S.A.
1 Updates & Rebuttals
Ross
Payette,Idaho,
U.S.A.
get employee numbers and be persistant.
#2UPDATE EX-employee responds
Fri, April 18, 2008
I must first appologize, I am certain I have spoken to many customers just like you. First, as a Protection Plan Customer, you ARE insured. But just as with a rental car, the insurance is not underwritten by DirecTV, but by another company. any time you are having issues please call DirecTV Customer Service (800) 531-5000 and tell the automated phone system "Protection Plan" and you will get the proper extension. Also, the insurance covers the equipment and installation, not shipping charges (the $20). The second CSR was the one who was wrong.... because the reciever would have cost you $50 plus shipping (assuming it to be a standard receiver). As for buy vs. lease, (this is where my appology comes in) many CSRs are new and the turnover is excruciatingly high, and most of them are not always 100% accurate on the things that they convey (I'm positive I have given inaccurate information on multiple occasions). The learning curve is the steepest I have ever had to deal with, and there is a lot of information to take in, and a lot of it can be quite confusing. As a general rule, all equipment is leased, but for a very few exceptions, and those exceptions are what gets new hires tripped up and confused. Best advice, get employee names (only first names given for security reasons) AND employee numbers!!! the employee number is exclusive to that particular employee through the entire company, and can be used to identify anything that has been said. All calls are logged, and if there is something that you think is too good to be true, insist that the CSR note it on your account (i.e. "I don't have to pay shipping? Can you please note that on my account for later reference.) and that note will be there forever with that employee's ID number right next to it, and it will be honored (a later call can have the charge credited back or some compensation given).
