Dear Direct TV,
Since I have had your services I have been extremely dissatisfied. Because I don't want to pay the disconnect fee of $440 to cancel my service, I am at the mercy of your policies and will instead pay $50 for something your company should absolutely be responsible for. Here is the sequence of events that I have gone through with you:
October 23rd "" had your service installed in my home. Your service rep did not inform us of our DVR options, and did not advise us that we were being provided with a non HD compatible DVR Receiver. Also, when I initially called to order your services, no one on the phone informed me of my options.
Date unknown "" Direct TV added a promotional 3 months free of Showtime and Starz. My children came across *** content as a result of these channels being on my television. I called the next day and requested that these channels be removed immediately. I was told that there would be a $10 charge to cancel the "promotional" service before the 3 months was up. Seriously? I spoke with a supervisor who waived the fee after I spent many minutes explaining why it was absurd that you would penalize me for canceling something I NEVER ASKED FOR. That was my first customer experience with you.
After settling into my new home (hence the reason I ordered your cable service), we finally connected our television. That is when we discovered that our reception was not as crisp as it should be and that we had no HD channels on our cable. When I called you to request how we can fix that, I was told that I would need an HD DVR Receiver, which would cost me $100. And so began the following sequence of events:
November 8th "" called to request an upgrade to an HD compatible DVR receiver. Was told there would be $100 fee. Spoke to a supervisor who couldn't waive the fee, but stated that he has come across this issue a lot because they're service guys aren't asking customers up front if they need an HD compatible DVR. He told me someone from the home office in Colorado would call me back within 72 hours. No one called.
November 11th "" I called and spoke with supervisor Matt (OMA1176), repeated my story, he told me there was nothing he could do, but that he would have the home office call me back w/in 48 hours. No one called.
November 16th "" I spoke with Kiki in your call center, told her my story, she said there was nothing she could do, so she transferred me to Michael in the "ACE" department. I told him my story. He told me there was nothing he could do, but that he would submit my request to the home office with a request for someone to call me back "immediately". No one called.
December 2, 2009 "" I spoke with "Amy" in your call center. She was by far the most difficult representative and most unhelpful of all the people I dealt with at Direct TV. I didn't get very far in my story before she very flatly told me that she sees I've spoken to multiple supervisors who have all told me that if I want to change the DVR box to an HD compatible box that I would have to pay for it and that they are not going to change their mind now. I explained to her that I have already gone through this and that I was told I would get a call back from the home office. She said that I will incur an expense and that would not change. I asked her to speak to a supervisor. She again told me that the supervisors are not going to change their mind. She put me on hold at 9:12 pst. A supervisor came on the line at 9:15 told me there was going to be a long wait because they're all busy. Before I could respond, she put me on hold again.
This was my breaking point. I hung up and called back and requested to cancel my service. I was transferred to Jennifer ID#435789 in the retention department. She will waive the HD DVR receiver fee, but I will have to pay $50 upgrade fee (I gave her my WF Credit Card #). That's after she waived $100 and $20 fee. She will have someone come out on Friday, 12/11 to replace the dish and the DVR. I will pay a $10/mo. Increase for the HD cable (which is fine with me).
As a consumer, I am left wondering why your company failed to provide me with my options, and assumed I needed non HD compatible equipment and more importantly, why I am being penalized for it. I would like you to credit my account with the $50.00 that you charged my credit card. I'll wait for my letter from you telling me that because I waited more than 14 days to call with the upgrade request, you cannot reimburse me that fee, even though my circumstances are extremely reasonable to any logical person.
Your company is exactly what's wrong with big business. People are at the mercy of your bureaucratic policies, hidden costs and encouraging your staff to say no, before they say yes, so the average person will just go away and you reap the financial benefit at our expense. As a result of the way you have chosen to handle my complaints, which is to ignore them until I tell you I'm canceling my service, I will tell everyone I know not to get your service. I will make an extra effort to share my story on line wherever I can get visibility to do so to large groups. I can only hope that the sincerity with which I write this letter is felt by the reader and that maybe, if anything, this will be passed on and added to the pile of complaint letters that leads to some sort of customer service improvement.
I'm forwarding this letter to the Better Business Bureau.
Product or Service Mentioned: Directv Tv Service.