Customer Service Nightmare, Any Advice?

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JTM

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Oct 17, 2006
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Sparing you the gory details and to make a long story short, here is my problem:

Tried to get HD service upgrade; a CSR on their end messed the order up, cancelled my service date, and caused such a series of problems that I was never able to get HD service hooked up and ended up switching to E*.

I get a recovery kit in the mail, & call to ask what they want returned. They want an HD DVR unit returned.... well, I never had one; They are also planning to charge me 240+ for the cancellation fee for the HD service that I never had. Their records are very messed up at this point. After a lengthy phone conversation in which the rep talks to supervisors, etc, he tells me he's cancelled the equipment recovery fee and also the early cancellation fee.

A week later I get a phone call stating that they are still waiting for me to return the HD DVR.

I call again; no record of the above conversation, another lengthy phone call from square one, and they again say they are canceling all the fees and will be sending me a check for the balance they owe me & they give me a confirmation #

A week later I get a phone call asking for my HD DVR...

I call again; no record of the above; the conf # is just an employee # & doesn't confirm anything; I'm on the phone w/ the retention dept. for ~30 minutes before the phone disconnects & I can't get back to anyone who knows who I'm talking to...

Needless to say I'm frustrated & sick of repeating the same story each week; They claim to be doing things, nothing at all is happening. What I'm looking for is advice -- I can't seem to get a # for a dept where someone can actually do anything. Has anyone been though something like this that can point me in the right direction?

This is basically theft to the tune of around $500; I'd like to report it to the BBB but right now I'm more worried that this will end up on my credit report and this nightmare will continue. To this date I still have not seen any written confirmation of the charges or equipment they claim I owe them.

This turned out to be more long winded than I planned, but I really appreciate any advice.

Thanks,
Jason

:mad:
 
JASON:
I suggest sending a certified letter to their corporate office to protect yourself stating what has all happened. Also if you call again tell them you are recording it as well. Just talking on the phone does not hold up in court(He said-she said) so you need to protect yourself. Give them so many days to get this straightened out or file a claim in small claims court. And then DO IT!
Sad when you get treated like that as a customer and then have to fight them.
 
Its very simple. Ask them to give you the following: Access card, Serial number and Receiver ID of the abovementioned HD DVR. Ask about the date and company that HD DVR installed it, also work order number call both Directv and installation company to find out who installed that receiver when and where did it go. If you telling the truth then it looks like theft and unauthorized use of the equipment. Somebody can go to jail
 
You have to forgive the CSR and other employes of D* most of them suffer from"Don't have any freakin Brain cells" disease.We jerked around with them for 6 months to cancel service(they wanted to keep it in suspend mode-guess it counts as a sub)after it was canceled took 3-4 months to get a 28.00(around that amount)refund
 
This is just amazing. I'm almost scared to keep my service the way the stories are coming out of this website. Yet we keep having people apologize for D* over and over. Sounds to me that D* just needs to start firing some people, let them know that they will be fired if they continue to screw up and go from there.
 
This is just amazing. I'm almost scared to keep my service the way the stories are coming out of this website. Yet we keep having people apologize for D* over and over. Sounds to me that D* just needs to start firing some people, let them know that they will be fired if they continue to screw up and go from there.

If your scared to keep your D* then you should cancel immediately! :D D* has 15 million + subscribers and there's a few digruntled posts on here that I usually ignore. The vast majority of subs are content with D*'s service and that includes me. I've never had to pay one cent to D* for any of my equipment or upgrades and I'll be upgrading to the AT9 dish and HR20 soon and will pay little or nothing for that either. All the CSR's I've dealt with have been very good but then I treat them decently. From the attitude shown by SOME of the digruntled in their posts I think I know why they get treated badly! Courtesy works both ways. :) If someone is having unbearable problems with D*, E* or any other company then my advice is cancel service and go somewhere else and I hope that will make you happier.
 
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If your scared to keep your D* then you should cancel immediately! :D D* has 15 million + subscribers and there's a few digruntled posts on here that I usually ignore. The vast majority of subs are content with D*'s service and that includes me. I've never had to pay one cent to D* for any of my equipment or upgrades and I'll be upgrading to the AT9 dish and HR20 soon and will pay little or nothing for that either. All the CSR's I've dealt with have been very good but then I treat them decently. From the attitude shown by SOME of the digruntled in their posts I think I know why they get treated badly! Courtesy works both ways. :) If someone is having unbearable problems with D*, E* or any other company then my advice is cancel service and go somewhere else and I hope that will make you happier.

I will admit that my attitude has gotten progressivly worse each time I have to sort out the same issue; When there is refusal to send written confirmation to my home and I find out that the "confirmation numbers" don't really confirm anything, then what course of action do you have? Unfortuanatly in my case cancelling my service is exactly what I did, when they couldn't get HD service hooked up. The problem now is that I have zero leverage... While they can put a black mark on my credit report, all I can do is repeat the same story over an over to the same low level employees, hoping that *this time* someone will actually perform the actions they claim they are doing. They "retention" folks haven't been any better -- which is why I was hoping for a corporate # outside of the normal phone chain since that has been so fruitless.
 
I will admit that my attitude has gotten progressivly worse each time I have to sort out the same issue; When there is refusal to send written confirmation to my home and I find out that the "confirmation numbers" don't really confirm anything, then what course of action do you have? Unfortuanatly in my case cancelling my service is exactly what I did, when they couldn't get HD service hooked up. The problem now is that I have zero leverage... While they can put a black mark on my credit report, all I can do is repeat the same story over an over to the same low level employees, hoping that *this time* someone will actually perform the actions they claim they are doing. They "retention" folks haven't been any better -- which is why I was hoping for a corporate # outside of the normal phone chain since that has been so fruitless.

JTM I wasn't refering to your post but to the one I quoted and others I've seen posted. It seems as though D* screwed up and now your in the bind. I sure hope someone can come up with a phone # or some other contact you can make to help you. I would think that if D* had sent you equipment or had it installed by someone you would have had to sign for it! I'd keep after D* till they straightened out their error. Don't give up and good luck.
 
JTM:
JASON,try this and you will get an answer but it may be a week or so.
CHASE CAREY
OFFICE of PRESIDENT
DIRECTV,INC.
P.O. BOX 6550
GREENWOOD VILLIAGE
COLORADO,80155-6550
Remember to send it certified with proof of delievery as then they have to sign even at post office box to get it. GOOD LUCK!
 
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