Hi...first, let me say I don't post much on message boards, but just every so often...I want to say a big thanks though, to sites and forum members like you because there is so much helpful information!
I just wanted to post my recent issues/service concerns with Dtv and share the results, etc. Also, please for any CSRs reading, don't be offended if I talk negatively of any individuals on the phone...nothing personal to anyone, but sometimes I can't believe what they say and more importantly, how they say it! As everyone seems to know here, things are always better when you get to level 2 support/customer retention and/or supervisors.
FYI - per some recent posts, I also had the problem with Dtv stopping our paper bill, even though I had clearly said not to...this was supposedly confirmed both on-line and via phone by Dtv. We were unaware that there was an issue, so sure enough, Dtv was about to cut off our service (un-warned) over the billing. We found out, then paid via credit card over phone and they have now confirmed (again) that we will receive the paper statements for payment.
Main issue: Early this month, our dish was apparently struck by lightning and it knocked out the LNB. We called, they set-up tech call but it would take nearly 5 days on the schedule/no TV. The tech rep on the call also suggested on her own that I consider the protection plan. The only thing I was told about this plan was the monthly cost, they could activate it now, and that it would mean my tech call for repair would be free vs $70. They also said equipment will now be protected. So, I signed up and then tech call was free (so we thought). Turns out they had billed us $30 and tried to argue it. This was just adjusted off our next bill today as a credit, only after making the support supervisor read all notes thoroughly and agree that I was told it would be free.
Anyway, not only did the lightning damage the dish, but it ruined the R15 DVR by killing one of the tuners and killed my Zenith HD box by killing the satellite tuner. Tech called these issues in to Dtv so they could process replacement equipment. Then, I found out that Dtv would demand a new 2-year commitment and I would have to pay $19.95 per unit for replacements. I protested this since I had the protection plan, with my real concern having to sign-up for a new 2-years. After going through 2 folks, then finally a Supervisor about the issue and trying to get the units replaced without the hassle, they just wouldn't give in...and here's the real reason. They stated there is a 30 day period for the protection plan to officially kick-in on the account, therefore they couldn't wave the commitment or fees. I stayed nice throughout, but they would not relent on this issue. However, (and here's my big problem), the Supervisor clearly stated to me that it would NOT be a problem if I just wait the 30 days before calling back for the replacement receivers. At that point, he stated, they would replace the equipment with no addit'l commitment and no shipping fees. So, I let it go and agreed to wait w/the bad equipment for 30 days.
Flash to today! -- 2 more hours, atleast, spent on the phone with various reps at Dtv. I initially called tech support because the DVR was stuck trying to get a download and we couldn't view TV. At one point, I asked the first rep about our protection plan. She confirmed it had "kicked-in" and effective on my account. However, she said it will STILL be a 2-year commitment + fees to replace the defective equipment and now explained the policy a little different...that equipment damaged in that 30 day window of the protection plan would not count! OK, maybe I'm fine with that if it had been explained, and IF the Supervisor had not promised me no hassles later. In this case, I would not relent to the 2-year commitment, but said th shipping fee is no big deal. It was mainly on principle since I had been promised one thing, and now they were determined NOT to live up to it. First of all, I had to keep convincing them to read ALL the notes. Finally, they agreed that the notes were there, I was promised, we're sorry, etc, etc, but that they would not do anything w/out the 2-year commitment.
Finally, after getting to customer retention (threatening to cancel service), getting the same problem from the rep claiming to be the "final authority", I spoke to her Supervisor. He was finally, the best of the lot...ultimately, he would not let go of the commitment plan, but was A)apologetic, B)trying to look for a way to help me, C)agreed that I had been handled poorly in this case and D)he talked me into agreeing to stay. Here's the deal: I was technically on roughly another year and a half commitment plan anyway, so I finally agreed to change to the 2-year, assuming both my R15 and HD box be replaced, NO shipping charges for either. But, I asked for something for all the trouble as well, and ended up with 6 free months Showtime programming, 6 months of HBO programming for only $2/per month and $10 off each month's bill for the next full year.
Of course, I will end up with a re-furb DVR and H20 box, but I'll hope for the best! Ultimately, I'm not so concerned with the outcome, but all the hassle along the way. All the reps and supervisors were so unclear on policy, etc, etc....In a couple of cases, very rude as well.
1 final problem (congratulations...you've made it this far!) -- my replacement of these receivers requires me to return both the DVR and MY HD Zenith to Dtv upon receipt of the new boxes. Here's me problem...why on earth do I have to return MY Zenith box, which I bought & paid for from Robert of Value Electronics (thank you very much, Robert) to them...it's mine all mine, I paid for it and it's not a leased unit. The reason I would keep it is that the OTA tuner still works so I could give or sell it to someone to use, or even use it myself later on a different TV. Dtv advanced tech girl totally agreed with this logically, but could not change it...said it must be returned to avoid fees later. I said, well you what else do you want...the fridge, a TV, maybe my iPod??? Just seems odd to me as Dtv will just discard the Zenith, I assume.
My God, it's over...sorry, but had to tell the story and vent a little. I've probably left something out, or failed to explain how difficult this was, but in any case, the result is OK I guess and I got some nice concessions on the programming!
I just wanted to post my recent issues/service concerns with Dtv and share the results, etc. Also, please for any CSRs reading, don't be offended if I talk negatively of any individuals on the phone...nothing personal to anyone, but sometimes I can't believe what they say and more importantly, how they say it! As everyone seems to know here, things are always better when you get to level 2 support/customer retention and/or supervisors.
FYI - per some recent posts, I also had the problem with Dtv stopping our paper bill, even though I had clearly said not to...this was supposedly confirmed both on-line and via phone by Dtv. We were unaware that there was an issue, so sure enough, Dtv was about to cut off our service (un-warned) over the billing. We found out, then paid via credit card over phone and they have now confirmed (again) that we will receive the paper statements for payment.
Main issue: Early this month, our dish was apparently struck by lightning and it knocked out the LNB. We called, they set-up tech call but it would take nearly 5 days on the schedule/no TV. The tech rep on the call also suggested on her own that I consider the protection plan. The only thing I was told about this plan was the monthly cost, they could activate it now, and that it would mean my tech call for repair would be free vs $70. They also said equipment will now be protected. So, I signed up and then tech call was free (so we thought). Turns out they had billed us $30 and tried to argue it. This was just adjusted off our next bill today as a credit, only after making the support supervisor read all notes thoroughly and agree that I was told it would be free.
Anyway, not only did the lightning damage the dish, but it ruined the R15 DVR by killing one of the tuners and killed my Zenith HD box by killing the satellite tuner. Tech called these issues in to Dtv so they could process replacement equipment. Then, I found out that Dtv would demand a new 2-year commitment and I would have to pay $19.95 per unit for replacements. I protested this since I had the protection plan, with my real concern having to sign-up for a new 2-years. After going through 2 folks, then finally a Supervisor about the issue and trying to get the units replaced without the hassle, they just wouldn't give in...and here's the real reason. They stated there is a 30 day period for the protection plan to officially kick-in on the account, therefore they couldn't wave the commitment or fees. I stayed nice throughout, but they would not relent on this issue. However, (and here's my big problem), the Supervisor clearly stated to me that it would NOT be a problem if I just wait the 30 days before calling back for the replacement receivers. At that point, he stated, they would replace the equipment with no addit'l commitment and no shipping fees. So, I let it go and agreed to wait w/the bad equipment for 30 days.
Flash to today! -- 2 more hours, atleast, spent on the phone with various reps at Dtv. I initially called tech support because the DVR was stuck trying to get a download and we couldn't view TV. At one point, I asked the first rep about our protection plan. She confirmed it had "kicked-in" and effective on my account. However, she said it will STILL be a 2-year commitment + fees to replace the defective equipment and now explained the policy a little different...that equipment damaged in that 30 day window of the protection plan would not count! OK, maybe I'm fine with that if it had been explained, and IF the Supervisor had not promised me no hassles later. In this case, I would not relent to the 2-year commitment, but said th shipping fee is no big deal. It was mainly on principle since I had been promised one thing, and now they were determined NOT to live up to it. First of all, I had to keep convincing them to read ALL the notes. Finally, they agreed that the notes were there, I was promised, we're sorry, etc, etc, but that they would not do anything w/out the 2-year commitment.
Finally, after getting to customer retention (threatening to cancel service), getting the same problem from the rep claiming to be the "final authority", I spoke to her Supervisor. He was finally, the best of the lot...ultimately, he would not let go of the commitment plan, but was A)apologetic, B)trying to look for a way to help me, C)agreed that I had been handled poorly in this case and D)he talked me into agreeing to stay. Here's the deal: I was technically on roughly another year and a half commitment plan anyway, so I finally agreed to change to the 2-year, assuming both my R15 and HD box be replaced, NO shipping charges for either. But, I asked for something for all the trouble as well, and ended up with 6 free months Showtime programming, 6 months of HBO programming for only $2/per month and $10 off each month's bill for the next full year.
Of course, I will end up with a re-furb DVR and H20 box, but I'll hope for the best! Ultimately, I'm not so concerned with the outcome, but all the hassle along the way. All the reps and supervisors were so unclear on policy, etc, etc....In a couple of cases, very rude as well.
1 final problem (congratulations...you've made it this far!) -- my replacement of these receivers requires me to return both the DVR and MY HD Zenith to Dtv upon receipt of the new boxes. Here's me problem...why on earth do I have to return MY Zenith box, which I bought & paid for from Robert of Value Electronics (thank you very much, Robert) to them...it's mine all mine, I paid for it and it's not a leased unit. The reason I would keep it is that the OTA tuner still works so I could give or sell it to someone to use, or even use it myself later on a different TV. Dtv advanced tech girl totally agreed with this logically, but could not change it...said it must be returned to avoid fees later. I said, well you what else do you want...the fridge, a TV, maybe my iPod??? Just seems odd to me as Dtv will just discard the Zenith, I assume.
My God, it's over...sorry, but had to tell the story and vent a little. I've probably left something out, or failed to explain how difficult this was, but in any case, the result is OK I guess and I got some nice concessions on the programming!
