I have been going back and forth with Direct TV for 7 months now. The original salesman made promises to my wife that they could never keep inorder to make the sale. Direct TV's solution to make up for this was to screw us more.
They agreed to send us the HD DVR that was originally promised with the sale, however only sent a non-dvr hd box. When I called to advise them of the mistake, I was treated as if I should be greatful they even sent that box. They advised that if I wanted an HD-DVR, I would need to go to Best Buy and purchase it myself, it was not possible for them to send the correct box. Direct TV advised that they would credit our account for the amount of the box. Agreed.
A week later, a Direct TV rep called and asked if we had purchased the new box. We advised the local Best Buy was short on stock of the current boxes and advised us to check back in a couple of weeks. The rep advised that he would call back in a couple of weeks to recheck the status and instructed us to place the HD box in the recovery kit he was sending and mail it back once we had the new box. We agreed.
From that point we never heard back from the rep, two weeks passed, and next thing we know is a checking account of ours, not associated with our online billing was debited $410.00 for unreturned equipment. After numerous 1 1/2 hr to 2hr 20 minute phone calls, Direct TV advised that they would send out a tech to install the corect box (originally said that this was not possible and to go to Best Buy) and that our account would be fully refunded the money with 72 hours.
Guess what..... that didn't happen. I know, shocking isn't it?
The customer service rep that PROMISED the money would be returned within 72 hours was named Janice who works with their Customer Retention or cancelation department. Her supervisor Paul was on the line involved with the call as well. (By the way, if you are actually lucky enough to get transferred to a supervisr, be advised the original rep is still on the line as well. These two were wispering back and forth and thought I actually couldn't hear them.) The supervisor Paul advised on the call that in addition to being refunded the money for the nonreturned equipment charge, which was for the wrong equipment sent by the company, that our contract would be extended when the new box is installed.
I was very displeased to hear this. Why would my contract be extended due to Direct TV correcting an error that was made on their part since the very begining????
Paul agreed to note the file that our contact would not be extended. Paul did advise that our contract was extended when they sent out the plain HD box and that there was nothing he could do about that. Paul provided the president of Direct TV's office address and advised to take it up with him.
It gets even better, when I call back a week and a half later to ask about the refund that never arrived, my new rep Amber, who was actually the only honest straight talker over there, advised that 72 hours was noted but should have never have been promised, that Janice and Paul never finalized the request (or even sent it in the first place) and that she recommends calling back a couple of days after something like this has been promised to make sure the rep actually did what was stated because there are times where it doesn't happen.
So let me get this right, I need to now supervise and babysit the Direct TV reps to make sure they follow thru on their promises???? Oh wait, I have already been doing that for 7 months now anyway.
So at this point, the money is not refunded, I have to schedule follow up tasks for next week to make sure the request was actually sent, then I am supposed to call back again to make sure the refund was approved, because if the refund is denied or kicked out of the system they will not be notifying you of this.
Phone time with Direct TV at this point 9 1/2 HOURS. Stay tuned for the results of Chapter 8 The case of the mysterios vanishing payment reimbursement request........ (I have operator numbers for all noted in this story. You may want to ask for the operator number or else when you call back, they just advise that there are no notes in the file and that there are hundreds of reps that it could have been.)
Product or Service Mentioned: Directv Receiver.