DirecTV - Buyer be Aware

[zeelarry]

First off, I have to mention how great DirecTV's reception is, especially their HDTV. I converted from Comcast to DirecTV since we will be using our motorhome a lot in the coming years, and want the option of having TV in the motorhome.

But here is the situation. The DirecTV Tech installed our home system & satellite dish but didn't have the Cinema Connection Kit for our wireless network. I was informed that the kits are hard to get ahold on, but was hoping for some by the weeks end. I have left several messages with the Tech, but no call backs. I even talked with DirecTV's customer, 1-800#, and they assured me that I was on their list for the Wireless Cinema Connection Kit, when it becomes available. This went on for 3 weeks now, so I thought I would try their email system. In the end, this is what their Customer Service rep wrote me [he even had the nerve to call me shortly afterwards, asking me how I wanted to pay for it]:

"Based on your email, I understand you had requested the Cinema Connection Kit as part of your new customer offer for installation. I understand you have concerns with purchase of this and this being included in your order. In reviewing your account and order, I show this was offered at no additional cost as part of the new customer order for service. ...We can place an order for the equipment for you with installation but would require up front payment for the connection kit and install. The Cinema Connection Kit is $25 with a $0-$49 installation fee and an additional equipment order fee of $50. The installation would be scheduled with you based on what would work for you. In order to process this we would need to speak with you to verify the information for your account and the order. The payment for this would be processed at the time the order is placed."

And why is it that our economy keeps slipping downwards? I wonder!!!

[450Donn]

Go to best buy and buy one of their kits for a game console. Same thing and lots cheaper. Just ask them for what you need and take it home and hook it up.

[zeelarry]

Thanks for the advice, I'll have a look at Best Buy. And I do know not to order through their internet service

[Mr_D]

So, you were offered the Cinema kit as part of your installation package, didn't get it and DirectTV now wants to charge you for it?
Grab your contract, read it to be sure it's there, then call your state's AG's office and file a complaint. Maybe there's also a communications regulatory agency, get them involved too and that should solve your problems.
We have Direct also and so far have had no trouble other than a flakey dish on the MH that may work or it may not. Think I need to look at getting a newer one since ours came on the rig in 2002.

[wa8yxm]

Call them up and say if they can't give you what you ordered, at the no additional cost price you ordered it at they can take the contract and stuff it, no early termination fee, and you will call dish.

They should ask for Retnetion

And once you talk to them not only should you demand they finish the install, no additional charge, but additional considerations for your trouble and lack of service so far.. That, you may or may not get.. but odds are you will get at least a token (perhaps an extra month of free premium junk you will never watch)

[62_inrightlane]

Unfortunately in situations like this you need to keep moving up the customer service ladder. What has worked for me is to calmly explain the problem to the person on the phone. If they can't correct the situation then ask to speak with someone authorized to correct the issue. You will most likely end up with the previous persons manager. You will probably have to explain the situation again and then tell them what you will accept as resolution. If you don't get the resolution your believe your entitled to then repeat the process with the managers, manager.

At some point you will probably get what you were promised.

Good Luck!

[Fred1609]

I think this, sadly, is what companies count on. Nickel and dime the customer, or change the contract. There is nothing wrong with ratcheting it up when your talking to a manager. We had a problem recently with our cell phone provider and my DW managed to move it up the ladder and got the problem solved after some persistent and forceful communication. Don't except less than what you expect.

[Grimesy]

Why is it necessary to use the ratchet system to get a simple problem resolved? I recently wanted to get my G.E.Advantium oven fixed while I was on the road. The computer reader insisted that I return home from Michigan to California so they could send a repair tech. Took 2, rungs up the ladder to get a local repair tech to show up. These were all US People to boot, no dialect problems, just corporate ineptness.

Don, You can't fix stupid but you can vote them out.

[edatlanta]

I received a phone call a few months ago from DirecTV advising me one of my two receivers (the non DVR) was eligible for a free upgrade to a HD-DVR model. This is good. They then informed me there would be a $50.00 installation fee. I responded that free meant free and $50.00 wasn't free. Up the ladder I went. The supervisor said she would eliminate the installation fee so it was now really free to me, but they couldn't just ship it. They had to have an installer install it (free to me at this point). I explained to her that this unit was replacing an existing unit and the install would only require it be unplugged from power and the coax and the HDMI cable to the tv. This doesn't require an installer. No joy here. The installer came the next morning and "installed" my free DVR for free. What a waste of DirecTV manpower. I'm sure somewhere that day someone was waiting for a real install while he was wasting his time on mine. Oh well. Up the ladder worked this time.

[HD4Mark]

Watch Directv any time you change or upgrade equipment. They will try to start your contract over again. This was done to us and a friend when receivers were replaced because they were defective. I am starting to think they are crooks. Last time I talked to them they told me my contract is up in 2013. I specifically stated when we got them back I would not agree to any contract. Somehow they conveniently forgot that. Now I can't wait for the battle when we decide to cancel.

Dishnetwork next time or read a book.

[howie-2005]

Had a similar situation with dish.
Purchased a sticks and bricks and wanted to add dish to the home. The receiver in the MH was only good for 1 channel (because of winguard in the MH) so I needed a HD-3d receiver. I was told with a new 2 yr contract it would all be installed free. Not true.... After 4 attempts to get a strong signal, and a cost of $200. for the box I said come get your stuff. They sent me 2 boxes (at 15.00 each) to send the stuff back. Ok, they wouldn't send a tech out to pick-up the stuff. I was billed $422. for a break of the contract (even thou they couldn't give me the service) and after 3 months of phone, email etc they threw me into the collection agency. My credit is outstanding and I was forced to pay or have my credit blemished. Unfortunately, the customer is guilty and they have the right to blem my credit, and it's tough to get it off your rating once it's there.