I have been a loyal customer to Directv for about 15 years now. Don't get me wrong I love my Directv. Or at least I did until this week.
Last Thursday I called DTV to report that one of my DVR's had died; all I wanted to do was get the one DVR that was dead replaced. I have the protection plan which I pay for each month in good faith along with the rest of my $150 average programming package bill. SO.. tech support talks me into changing out all 5 of my HD DVR's to be replaced with this one Genie and some client boxes. I was assured that it was much, much better than the plain old Whole Home HD DVR system that we already had in 5 rooms of my house. Well...not only do we not have enough room for all of us to record our respective shows that we watch, but worst of all, when attempting to scan the channel guide it takes a good 1-2 minutes to scroll down through one page of the guide! And if you want to change a channel, it takes another minute just to change a channel!
Obviously, I was not happy with this "upgraded service". So I call DTV and they proceed to tell me that they could care less if the system WORKS..they only care that it was INSTALLED. I asked what their customer satisfaction policy was and I was told that they have none. As customers we have no right to satisfactory service they only give us equipment installation and then we are stuck with it for the next two years. They consider my request to have my old HD DVR's back in place of these horrible client boxes, an "upgrade in service". Can anyone explain how 7 days ago changing from the HD DVR Whole Home to this Genie system was an UPGRADE and now going BACK to the old HD DVR system is an upgrade?!!? Long story short, they want to charge me another $199 a piece (for 5 HD DVR's) to replace the disfuntional client boxes THEY SOLD ME (and assured me were better) with the HD DVR boxes that I had a week ago which I had already bought and paid for!! The Manager that I spoke with claims that the 1-2 minute lag time is "normal for this system" and refuses to replace this inferior and disfunctional system. The fact that I have been a loyal customer for 15 years and have paid them nearly $200 each month for as many years did not matter to them.
I cancelled my service and I plan to take this to the next level. I've been in corporate law for 20 years and I plan to research this more thoroughly to determine if this bait and switch is even legal. If anyone has any more information on this please let me know. It seems to me they are opening themselves up to a class action lawsuit.
Last Thursday I called DTV to report that one of my DVR's had died; all I wanted to do was get the one DVR that was dead replaced. I have the protection plan which I pay for each month in good faith along with the rest of my $150 average programming package bill. SO.. tech support talks me into changing out all 5 of my HD DVR's to be replaced with this one Genie and some client boxes. I was assured that it was much, much better than the plain old Whole Home HD DVR system that we already had in 5 rooms of my house. Well...not only do we not have enough room for all of us to record our respective shows that we watch, but worst of all, when attempting to scan the channel guide it takes a good 1-2 minutes to scroll down through one page of the guide! And if you want to change a channel, it takes another minute just to change a channel!
Obviously, I was not happy with this "upgraded service". So I call DTV and they proceed to tell me that they could care less if the system WORKS..they only care that it was INSTALLED. I asked what their customer satisfaction policy was and I was told that they have none. As customers we have no right to satisfactory service they only give us equipment installation and then we are stuck with it for the next two years. They consider my request to have my old HD DVR's back in place of these horrible client boxes, an "upgrade in service". Can anyone explain how 7 days ago changing from the HD DVR Whole Home to this Genie system was an UPGRADE and now going BACK to the old HD DVR system is an upgrade?!!? Long story short, they want to charge me another $199 a piece (for 5 HD DVR's) to replace the disfuntional client boxes THEY SOLD ME (and assured me were better) with the HD DVR boxes that I had a week ago which I had already bought and paid for!! The Manager that I spoke with claims that the 1-2 minute lag time is "normal for this system" and refuses to replace this inferior and disfunctional system. The fact that I have been a loyal customer for 15 years and have paid them nearly $200 each month for as many years did not matter to them.
I cancelled my service and I plan to take this to the next level. I've been in corporate law for 20 years and I plan to research this more thoroughly to determine if this bait and switch is even legal. If anyone has any more information on this please let me know. It seems to me they are opening themselves up to a class action lawsuit.
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