Ugh! I'm really just wanting to rant...so bear with me.
I've been a happy D* customer. They haven't given me too many problems over the years. I came back to D* in August 07, with the lure of all those new HD channels and moving back to a house. We used our existing Tivo for awhile, bought new HD TV's in November 07, then we leased a new DVR and 2nd HD receiver.
I should be in a contract until November of 09, however, I had the DVR replaced in January due to the hard drive failing in the unit. That was the first downward spiral. I called and explained what the unit was doing, they insisted on sending a tech out rather than shipping a DVR. The soonest available appointment was 2 weeks later. The rep on the phone offered me $5 off for three months since we won't be able to record or watch TV in the living room for 2 weeks. The DVR won't even boot up anymore. The tech shows up, says you need a new DVR, and replaces it. The $5 has never appeared on by bill. I do pay for the protection plan.
Uverse became available in my neighborhood late last year. Fast forward to March and they offer to increase the initial rebates ($350) to help cover my early termination fee with D*. I call D* before placing the order, the rep says that my contract was extended to Jan. 2011, however it shouldn't have been. She will correct the problem.
I've been very happy with Uverse, I call to cancel D*. I find out that my contract is still set to expire in Jan. 2011, he says that it shouldn't be that way, and he will fix it. On top of that, he says there will be no early termination fee. I was skeptical about that though and learned now I should have called back and spoke with somebody else. A couple days ago, my D* account shows $440 in early termination charges, again back to January 2011. I call, the rep says she needs to open a ticket to escalate the matter, and will have a resolution in 72 hours. Last night they billed my debit card $175 dollars. Thinking the problem was solved and that was my new early termination charge, I log into the D* account and see it still shows I owe them $263.
A couple of questions that come to mind. Why would they charge me $175 and not the whole $440? If you have the protection plan, your contract doesn't renew with equipment replacement correct? I read over the agreement and now I'm concerned, as it doesn't mention anything about that.
Thanks for putting up with this, I know its really long!
I've been a happy D* customer. They haven't given me too many problems over the years. I came back to D* in August 07, with the lure of all those new HD channels and moving back to a house. We used our existing Tivo for awhile, bought new HD TV's in November 07, then we leased a new DVR and 2nd HD receiver.
I should be in a contract until November of 09, however, I had the DVR replaced in January due to the hard drive failing in the unit. That was the first downward spiral. I called and explained what the unit was doing, they insisted on sending a tech out rather than shipping a DVR. The soonest available appointment was 2 weeks later. The rep on the phone offered me $5 off for three months since we won't be able to record or watch TV in the living room for 2 weeks. The DVR won't even boot up anymore. The tech shows up, says you need a new DVR, and replaces it. The $5 has never appeared on by bill. I do pay for the protection plan.
Uverse became available in my neighborhood late last year. Fast forward to March and they offer to increase the initial rebates ($350) to help cover my early termination fee with D*. I call D* before placing the order, the rep says that my contract was extended to Jan. 2011, however it shouldn't have been. She will correct the problem.
I've been very happy with Uverse, I call to cancel D*. I find out that my contract is still set to expire in Jan. 2011, he says that it shouldn't be that way, and he will fix it. On top of that, he says there will be no early termination fee. I was skeptical about that though and learned now I should have called back and spoke with somebody else. A couple days ago, my D* account shows $440 in early termination charges, again back to January 2011. I call, the rep says she needs to open a ticket to escalate the matter, and will have a resolution in 72 hours. Last night they billed my debit card $175 dollars. Thinking the problem was solved and that was my new early termination charge, I log into the D* account and see it still shows I owe them $263.
A couple of questions that come to mind. Why would they charge me $175 and not the whole $440? If you have the protection plan, your contract doesn't renew with equipment replacement correct? I read over the agreement and now I'm concerned, as it doesn't mention anything about that.
Thanks for putting up with this, I know its really long!
