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DIRECTV Support Ticket - USA, Wisconsin - Did not deliver on retention department promises

DIRECTV Support Ticket - USA, Wisconsin

Did not deliver on retention department promises - Whole Home HD DVR System

Created By: 73mzgrinchy's Picture 73mzgrinchy Last Reply: 73mzgrinchy's Picture 73mzgrinchy
Priority Level: [High] Status: [Open]
Created: 6 years ago Last Updated: 6 years ago
Department: N/A Replies: 0
Product: Whole Home HD DVR System

I contacted DirecTV on 12/18/12 to cancel my service as a result of repeated bill increases combined with poor service quality. I advised retention dept. rep I was switching to Time Warner & provided details on their offer when she asked. Rep asked me to reconsider & offered to match Time Warner price, upgrade all of my equipment to provide better service & mote features & also threw in $200 Visa gift card to beat $150 Time Warner was offering. Rep specifically said new Genie system would allow full DVR control from all tvs without needing DVR in every room. she also credited account to cover costs of new equipment & installation.

DirecTV was rude when I called because tech did not arrive during scheduled time & suggested I was lucky tech was still planning to come as it was after 5pm on a Friday night - apparently customers are to blame when techs don't show up.

When tech finally did show up & complete installation, I discovered the equipment did not provide the promised services. DirecTV response was essentially too bad, as soon as receivers were activated by the tech, you are responsible for full cancellation fee if you tell them to take it all back. I repeatedly explained the new equipment does not do what I was promised & with the exception of being able to record more shows at once (something I have never cared about) it is no different from the equipment I had previously. A woman claiming to be a supervisor said it is my fault for ordering the same thing I already had. When I pointed out how ridiculous that was, she claimed that I, as a customer, should know what their internal ordering codes are to make sure my order was correct. She further claimed that since I was given a credit for the new equipment & install, plus the gift card, I had no right to complain as it was beyond what they are supposed to offer.

This does not seem like it should be legal. I am willing to pay the cancellation fees that applied to my original contract that would have ended in May 2013 exactly as I stated when I originally called. i should not be required to pay anything additional because of DirecTVs extreme errors in this farce. DirecTV made promises to keep me as a customer when I called to cancel my services, I exoect them to either honor those promises or allow me to cancel my services at my original costs before they made promises they have failed to fulfill.


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