ORLANDO, Fla. -- A group of DirectTV satellite technicians who have installed systems in homes across Central Florida sought out the Problem Solvers to fight back against a company policy they say creates an environment where lying to customers is part of the job, according to an investigation.
A large group of DirectTV technicians traveled to Local 6 studios to talk about being pressured to sell systems connected to phone lines.
The technicians said their supervisors have been putting pressure on them by deducting $5 from their paychecks for every DirectTV receiver that's not connected to a phone line, the report said.
"They admit, they've lied to customers along the way," Local 6 reporter Nancy Alvarez said.
"If we don't lie to the customers, we get back charged for it and we don't make money," a technician said.
Local 6 News reported that phone lines are not necessary for a DirectTV system but having them enhances the service -- allowing customers to order movies through a remote control instead of through the phone or over the Internet.
But the report found that every phone line connected to a receiver means more money for DirectTV and Mastec -- the contractor these men work for, Alvarez said.
"So, it's just a convenience?" Alvarez asked.
"Yeah, it's more convenient than anything else," a technician said.
"We go to a home that needs three receivers that's $15," a technician said.
The group said supervisors have ordered them to do or say whatever it takes to avoid a deduction on their paychecks, the report said.
"Tell the customer whatever you have to tell them," technician Frank Martinez said. "Tell them if these phone lines are not connected, the receiver will blow up."
"You've been told to tell them that?" Alvarez asked.
"We've been told to say that," Martinez said. "(And say) whatever it takes to get that phone line in the receiver."
The report uncovered that the apparent lie could cost customers big money.
The fee to have a phone line installed could be as high at $52 per room. A wireless phone jack will cost another $50.
Managers at Mastec's Orlando office did not want to comment on the report.
"We're hoping to talk to you guys about some concerns raised by your employees." Alvarez said.
"Guys, I need you to walk out of the office, this is a private office," an office worker said.
"Are you asking employees to lie to customers?" Alvarez asked.
The officer worker did not answer Alvarez's question.
Local 6 News reported that statements from the Mastec and DirectTV corporate offices make it clear that the policy of deducting money from employees' paychecks will continue.
A DirectTV spokesman said techs who don't hook up phone lines are "denying customers the full benefit and function of their DirectTV System," Alvarez said.
"The men (at the studio) disagree," Alvarez said. The group said the policy has done nothing but create an environment where lying to customers is part of the job, she said.
"It's either lie or lose money?" Alvarez asked.
"We don't have a choice," a technician said.
During the Local 6 News investigation, Mastec decided to reimburse money to some technicians who had met a certain quota but the policy continues.
"One reason (for the policy) could be that DirectTV does keep track of their customers' viewing habits through the phone line," Alvarez said.
Last year, DirectTV paid out a $5 million settlement with Florida and 21 other states for deceptive practices.
Now, because of the Local 6 News story, the attorney general's office looking into this newest issue, Alvarez said.
A large group of DirectTV technicians traveled to Local 6 studios to talk about being pressured to sell systems connected to phone lines.
The technicians said their supervisors have been putting pressure on them by deducting $5 from their paychecks for every DirectTV receiver that's not connected to a phone line, the report said.
"They admit, they've lied to customers along the way," Local 6 reporter Nancy Alvarez said.
"If we don't lie to the customers, we get back charged for it and we don't make money," a technician said.
Local 6 News reported that phone lines are not necessary for a DirectTV system but having them enhances the service -- allowing customers to order movies through a remote control instead of through the phone or over the Internet.
But the report found that every phone line connected to a receiver means more money for DirectTV and Mastec -- the contractor these men work for, Alvarez said.
"So, it's just a convenience?" Alvarez asked.
"Yeah, it's more convenient than anything else," a technician said.
"We go to a home that needs three receivers that's $15," a technician said.
The group said supervisors have ordered them to do or say whatever it takes to avoid a deduction on their paychecks, the report said.
"Tell the customer whatever you have to tell them," technician Frank Martinez said. "Tell them if these phone lines are not connected, the receiver will blow up."
"You've been told to tell them that?" Alvarez asked.
"We've been told to say that," Martinez said. "(And say) whatever it takes to get that phone line in the receiver."
The report uncovered that the apparent lie could cost customers big money.
The fee to have a phone line installed could be as high at $52 per room. A wireless phone jack will cost another $50.
Managers at Mastec's Orlando office did not want to comment on the report.
"We're hoping to talk to you guys about some concerns raised by your employees." Alvarez said.
"Guys, I need you to walk out of the office, this is a private office," an office worker said.
"Are you asking employees to lie to customers?" Alvarez asked.
The officer worker did not answer Alvarez's question.
Local 6 News reported that statements from the Mastec and DirectTV corporate offices make it clear that the policy of deducting money from employees' paychecks will continue.
A DirectTV spokesman said techs who don't hook up phone lines are "denying customers the full benefit and function of their DirectTV System," Alvarez said.
"The men (at the studio) disagree," Alvarez said. The group said the policy has done nothing but create an environment where lying to customers is part of the job, she said.
"It's either lie or lose money?" Alvarez asked.
"We don't have a choice," a technician said.
During the Local 6 News investigation, Mastec decided to reimburse money to some technicians who had met a certain quota but the policy continues.
"One reason (for the policy) could be that DirectTV does keep track of their customers' viewing habits through the phone line," Alvarez said.
Last year, DirectTV paid out a $5 million settlement with Florida and 21 other states for deceptive practices.
Now, because of the Local 6 News story, the attorney general's office looking into this newest issue, Alvarez said.
