I installed DirecTV in January 2004 and immediately began reporting problems with picture quality issues. I would periodically call tech support (if I had at least an hour of time and above average patience) and walk thru their problem resolution triage. This never resolved the problem.
I decided to add the Tivo feature on September 10, 2006, which meant the receiver, would be changed out. The Tivo box did not improve anything. I experienced more problems with program seizing and tiling, Again, I called DirecTV tech support and went through the trouble shooting process with on line techs many, many times.
In August, after a year of this, I insisted on a tech being sent out to my home. I was initially denied and told to walk through the trouble shooting method again…so I escalated for additional help, finally speaking to a Supervisor (Kirsten, Sarah). Well, this proved to be so painful, I gave up and called the competitor - DISH network to have my service changed. Incidentally, I had always carried the DirecTV monthly protection plan…not sure why, since they refused to route a tech to fix my problems!
On September 12, I spoke to Bradley, DirecTV regarding where to send all of my DirecTV receivers. He asked me why I disconnected my service, so I relayed my past years experience. I was hoping this might fall on someone’s ears that might care and want to improve their process.
October 26, I received a bill for $287.01 – Early Cancellation Fee?!?! I called and spoke to Tina (in the Philippines) who explained that when I added the Tivo feature to my service, my contract was automatically renewed for 2 more years. How does a company do this without written authorization or involvement from the CUSTOMER? After discussion, Tina indicated she would have the cancellation removed in its entirety, after a 3 to 7 days approval process. I thanked her and waited for my zero balance summary to come in the mail.
On November 9, I received another bill with $150.00 credit and a $137.01 balance due. I called and spoke to Rocio, Barbara (Texas) and then her manager, Ignacio. I was told this charge would be enforced, because it was a prorated amount for the extended contract. Ignacio instructed me to write a letter of dispute. I submitted the dispute letter on 11/26 and received a response indicating the charges were prorated and due.
DirecTV turned me into collections (AlliedInterstate) the end of November, before I even received the response to my dispute. My November 9 bill was not even 30 days old! AlliedInterstate has now been calling me everyday, harassing me and being extremely rude - for $137.01! I do not feel this charge is justified. Not only was I ever informed of an extended contract requirement for adding an enhancement, the enhancement never worked properly. And that should be reflected in the number of calls I made to DirecTV. I have also filed a complaint with Consumer Affairs and have noted many others with very similar experiences.
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