My Contract was extended?

[AlaJoe]

I thought my contract with Direct was up but they are telling me because I had a broken DVR swapped out 7 months into my two year contract that my contract started over at that point even though I was paying the protection package. Would a brand new receiver not be under warranty at 7 months? is this right? if it is what is the point in the protection package. I have paid $168 for it over the course of the last two years and if my contract starts all over ever time I swap out a broke receiver this seems like a waste of money. Did I just get a misinformed CSR or am I misunderstanding. If I am misunderstanding I am glad my dvr did not break 22 months into my contract.

 

[Scott Greczkowski]

Your contract should not be extended for replacing a defective receiver. However if you replaced the receiver with a different receiver (non DVR to DVR) then it would extended the contract.

I would email Ellen Fitzpatrick at http://www.directv.com/DTVAPP/global/contentPageIFnorail.jsp?assetId=P4960016 and let her office investigate the issue.

 

[raoul5788]

It sounds like it was incorrectly extended, since defective equipment exchanges should never extend or start a contract. If you don't get it fixed by calling, try emailing here: ellen.filipiak@directv.com That's the office of the president. They are very good at fixing problems like yours.

 

[raoul5788]

Oops, you just beat me to it, Scott!

 

[Mr Tony]

yeah defective equipment does NOT restart the contract.....unless you upgraded at the time

 

[AlaJoe]

Thanks Scott, I used your link and got a reply today that all was taken care off and they admitted they had made a mistake.

 

[Aridon]

That woman has made some customers happy and fixed lots of problems. I hope they pay her well.

 

[Mr Tony]

glad to hear they got it fixed quickly

 

[jcrandall]

That woman has made some customers happy and fixed lots of problems. I hope they pay her well.

I think the emails are handled by the office of the president team, not just the one person. That team is the one to handle any significant problems though.

 

[mikedz4]

Isn't she the president of directv

 

[navychop]

Good for you. I understand that DTV is a bit more active on extending contracts than Dish. Is that accurate?

 

[raoul5788]

Isn't she the president of directv

No. http://www.linkedin.com/pub/ellen-filipiak/6/847/434

 

[lparsons21]

Good for you. I understand that DTV is a bit more active on extending contracts than Dish. Is that accurate?

It seems to be. I can't remember the last time I saw anyone complaining about that on the Dish side of things.

That said, it doesn't come up all that often on the D* side either, but it is really irritating when it does.

 

[Scott Greczkowski]

But it is good to see that when the proper people are notified they take care of the issue quickly.

 

[raoul5788]

It seems to be. I can't remember the last time I saw anyone complaining about that on the Dish side of things.

That said, it doesn't come up all that often on the D* side either, but it is really irritating when it does.

There was a spate of stories a few years ago about this. I haven't heard any for a while.