Service Agreement Help

[leenga]

I called today to cancel my account because I'll be moving and my boyfriend already has Comcast so I won't be moving my DTV.

I am a long, long time customer of DTV.

They are telling me that I'm still under a service agreement and that I'm looking at $240 if I cancel.

I didn't think I was under any service agreement.

They told me that I added a 12 mo. agreement back in Jan 2008 for taking advantage of a AAA promo. I do remember that, but I figured that would have been done by Jan 2009.

The problem is that they show I entered into a 24 mo. agreement in Oct 2007 when I added a DVR to my account. This part I DO NOT remember (that is not to say that it is not possible).

The problem is that they say when I did the AAA promo that it extended my agreement 12 mos on top of the 24 mos, so that it is 36 mos from 10/3/07.

Anyone have any experience with this or can you offer me any advice?

Edited to add:

In reviewing my account I realize that in Oct of 2007 I did not actually add a DVR, what I did was move. On my account history it shows as "Movers With Commitment". In reading info on here, it seemes that there is not supposed to be a commitment with Movers Connection??

 

[sddtvtech]

I know when i added a HD or HDDVR to my account, they automatically extended my contract 2 years. they didnt even mention it when i was activating them.


Best Bet is to as Stonecold what to do. he works in Bilings Dept and me may have an answer for you.

 

[susanandmark]

Very typical DirecTV behavior. There are several threads here about it. No notice. No explanation. No proof and they still say you're under contract and, if you let them (i.e. give them the info), they'll take the funds they CLAIM to be owed directly from account, without notice.

See: http://www.satelliteguys.us/directv-forum/193858-bank-account-accessed-without-permission.html

... And: http://www.satelliteguys.us/directv-forum/189361-deceptive-nonresponsive-directv.html

 

[vurbano]

yup. Its their infamous method of obtaining customer satisfaction and low turn over.

 

[leenga]

just to update on my experience:

I sent an email to customer service saying that I do not understand how I can be in a 36 month contract.

Then I went home and dug out my paperwork from my move in Oct 2007. They actually did have me sign a lease agreement at that time that was for existing customers getting a new receiver and it did say 24mo for a dvr. Shame on me for blindly signing it. The fact of the matter is, at the time of the move, I got no new equipment, it was all equipment i brought from my previous residence and in fact was all equipment that I actually owned. They should never have asked me to sign that paper and I never should have signed it.

That being said, I received a reply from customer service. First they said they were forwarding my inquiry to a specialist for special handling.

The reply I then got from a "resolution specialist" said
"Thank you for writing. I'm happy to assist you. I reviewed your account extensively and confirmed that the current agreement was only to be 12 months. As such, you will not be held to the current 36 month agreement on your account. Please know that if you enter into any new agreements, they will remain valid."

I haven't called yet to try the cancellation again and see if they removed the agreement.

 

[stonecold]

See if they did do what they asked then I like to point out to people like susanandmark and hemi that unlike what they want to believe we do no intentionally screw over customers.

 

[susanandmark]

See if they did do what they asked then I like to point out to people like susanandmark and hemi that unlike what they want to believe we do no intentionally screw over customers.

Perhaps not this one. (And, for their sake, I hope not.) But it's hardly unprecedented. (And, BTW, I don't think it's you--the DirecTV person posting here--personally doing anything to anybody.)

It's not "what I want to believe" it is, in fact, what has happened to many longtime, loyal customers. Me included.

 

[stonecold]

cough cough Bullsh!t cough cough

Directv does not intentionally screw over customers. Customers screw over themselves. The company can be wrong at times but it not intentional.

 

[susanandmark]

Customers screw over themselves.

Yes, that does sound like the DirecTV party line, complete with the profanity I redacted from your original post in my quote.

DirecTV imposes high fees, unconscionable terms and lengthy, completely unnecessary contracts that are automatically renewed, usually without notice to the customer, at regular intervals to keep their customers "under contract" and unable to leave, no matter what they do. That IS the way they have elected to business and it's, extremely consumer unfriendly and completely intentional.

 

[yorktown]

cough cough Bullsh!t cough cough

Directv does not intentionally screw over customers. Customers screw over themselves. The company can be wrong at times but it not intentional.

Nice use of profanity. Very nice reply.
cough cough jerk cough cough

 

[stonecold]

Nice use of profanity. Very nice reply.
cough cough jerk cough cough

Hey here the thing. Susanandmark are just just talking out of the place where the sun dont shine.

Bottom line anyone who has these pyscho conspiracy theories about how DTV is out to screw over customers is just that Bullsh!t. The company is not out to harm customers. Are we completely innocnet in screw ups no. We make lots of screwups at time. We do try to correct those mistakes.

But I will call out the blanant Bullsh!t. Now the OP has a problem and suandmark has not help this person. If the OP like someone to review the account who on there side hey I am here.

 

[susanandmark]

"Stonecold," you're welcome to any opinion of me you'd like (and, by the way, my real name is Susan), but I'm unclear about what "conspiracy theory" you claim I'm perpetuating. I'm simply saying that DirecTV's semi-public practices (declared only in fine print) are very consumer unfriendly.

1) DirecTV "leases" equipment, demanding return (or charging HUGE fees), for the same price as "owned" equipment cost YEARS prior. And everyone knows electronic prices/costs go down, not up, over time.

I bought the same unit, back in 2006, for the same price, and "owned" it, as I do now for my leased equipment ... though all components costs of making these units have decreased dramatically since then.

2) DirecTV initiates two-year--an unusually long span--contracts without telling consumers they're entering into them for EVERY change, special offer, receiver upgrade/replacement, move, etc. Contracts are not, as is true in most company's cases, good only for new customers or those who partake in a special offers. You don't even receive guaranteed pricing in exchange for your "contract." And this "contract" is IN ADDITION TO the lease prices and monthly fees; not in lieu of, as is typical with this sort of thing.

I've NEVER once been told about a contract when I call to activate a receiver. Yes, I knew they exist, but only because I read forums such as these ... something only a small percentage of DirecTV customer's do. The vast majority find out they're "under contract" only when they call to cancel.

For instance, when you move, they automatically start a new contract if you keep their service but, on the other hand, won't let you out of a current contract if you're moving.

3) DirecTV's "contracts" require NO proof on their part that they even exist (i.e. why they were imposed) and are often, as evidenced by numerous examples on this forum and elsewhere, imposed incorrectly. Some are lucky enough to have these problems fixed, but it takes a good bit of work, time--calling, writing, etc.-- and luck, on the consumer's part, to make that happen and DirecTV is likely to fight you, even if they're in the wrong, hoping, I'm sure, you'll just give up and pay them a fee.

I've never before, with ANY other company, had someone claim I was "under contract," and not be able to show me a SHRED of proof as to why: A receipt, a signature, a work order, SOMETHING beyond a date on a computer screen I can't see. And to then be told DirecTV will not communicate with me on this matter again, after having been given three different "reasons," all of which I could contest, via written proof, is beyond the pale. (This is exact text taken from the final email from DirecTV I received regarding this matter: "… We're unable to provide you with a signed copy of the lease addendum signed during installations or a copy of the order confirmation letter sent when an order is placed through DIRECTV. … Since this response has been reviewed for accuracy, DIRECTV considers the matter regarding your programming agreement to be closed and any additional emails on this topic will not receive a response. …")

There have been documented reports of DirecTV dunning relatives for service people now deceased signed up for. There are no (official) exceptions for divorce, theft, relocation, natural disaster or any of the other terms that the vast majority of service providers (any service) take into consideration.

4) DirecTV reserves the right (per "stonecold's" own posting in another thread), to take money they deem owed for any of these fees from any account, at any time, without any notice. Something I was certainly never told when signing up for autopay.

5) DirecTV's contract also states that they can do anything they want--raise prices, drop advertised channels, reorder packages, switch to new satellites (requiring new equipment), etc.--and the customer has zero recourse. They can't even change providers. I can think of no other service provider whose contract allows them to completely change the service they provide without offering the consumer an out.

I've been with DirecTV more than a decade and none of these terms even existed when I signed on to the service, but I'm still held to them.

If these terms were so fair and normal they wouldn't be almost impossible to find out about it ... until it's too late. They'd be front and center in every ad, every brochure, part of every customer service call and explained in detail at install. Instead, DirecTV becomes insistent and clear about what you owe ONLY when you're already on the hook.

 

[azgreg]

I've never heard of a 36 month contract. Usually, if your actions require a commitment it either starts a new clock or runs concurrent with your existing agreement. Whichever method lasts the longest will be the method used.

It is disappointing that DirecTV charges $199 to lease a DVR, then adds a two year commitment, then requires that you return the equipment if you quit their service. The only bright side for me is the fact that my cable company would charge me $25.00/month to rent an HD DVR so DirecTVs method still saves me money.

 

[This1]

I am not sure if the suspension would work for you but suspend your account NOTE it automatically becomes active in 6 months so make sure you set a reminder in outlook or something to call directv and suspend you account again until the agreement is up then shut it down. Now I am not 100% sure if the suspended time count towards you term.
Maybe someone can tell you
However I would keep my DTV and ditch the Comcast JMO NOTE if they come out and hook you up via a move it restart contract time.
or have them both

 

[susanandmark]

It is disappointing that DirecTV charges $199 to lease a DVR, then adds a two year commitment, then requires that you return the equipment if you quit their service. The only bright side for me is the fact that my cable company would charge me $25.00/month to rent an HD DVR so DirecTVs method still saves me money.

Each DirecTV DVR costs, WITHOUT any programming, a minimum of $319 ($199 initial fee, plus $5 per month). And, at the end, you own nothing. You'd have to rent a $25/month cable DVR (which is very high; here the first one is free for six months, than $11/month) for over a year to equal DirecTV's costs. Again, that's WITHOUT programming. And since DirecTV requires $10/month HD access for any HD DVR, which I'm pretty sure is the only kind they now offer, you can go ahead and add another $240 to that cost, which would make renting that $25/month cable box cheaper for TWO FULL YEARS than a DirecTV DVR.

A cable company would also replace that DVR, for free, if something happens. DirecTV will only do that if you buy their "protection plan" ... for an additional monthly fee. With cable, you also have the option of buying a TiVo HD DVR unit to use with your service ... A unit that costs $199, or even less, and you own. (You do also have to pay for TiVo service but that money goes to TiVo, not the cable company.)

The average life span, in my experience (and we've had various DVR models since 2000) of a DVR is 2-3 years. I've had a few last longer, but also a some shorter amounts of time before having to be replaced. Which sort of means that if you have DirecTV, and have DVR(s), you'll almost always be under contract from replacing one or another.

I am not 100% sure if the suspended time count towards you term.

I can't imagine it would. Suspension would stop a bill, but since you're not paying I can't imagine DirecTV would let that count towards contract time ... otherwise everyone would do it. (I would. So let me know if it works!)

 

[This1]

I do think it does but I would call or ask StoneCold.
That is one of the great things about DTV
So again you can keep DTV until the service contract is up and Dump comcast then after your contract is up then make the switch

 

[scoop8]

I can't imagine it would. Suspension would stop a bill, but since you're not paying I can't imagine DirecTV would let that count towards contract time ... otherwise everyone would do it. (I would. So let me know if it works!)

Stone can correct me if I'm wrong, but I'm 99.99% sure that your contract time is halted during your svc suspension time then the contract clock resumes when svc is reactivated.

fyi, I agree with you about DTV needing to be upfront about these legal details although I've had few problems with DTV. When I upgraded to HD in '08, the installer didn't mention anything about a 2-yr contract. However, I knew about it from the 'net forums. I thought it was funny (ironic) that the guy didn't mention it at the time.

 

[raoul5788]

Each DirecTV DVR costs, WITHOUT any programming, a minimum of $319 ($199 initial fee, plus $5 per month).

You don't pay a $5/month fee if it is the only receiver/dvr on the account.

 

[stonecold]

Stone can correct me if I'm wrong, but I'm 99.99% sure that your contract time is halted during your svc suspension time then the contract clock resumes when svc is reactivated.

fyi, I agree with you about DTV needing to be upfront about these legal details although I've had few problems with DTV. When I upgraded to HD in '08, the installer didn't mention anything about a 2-yr contract. However, I knew about it from the 'net forums. I thought it was funny (ironic) that the guy didn't mention it at the time.

Correct when you suspend your account the time it is suspended does not count towards your contract end date.

So if you had 7 months left on a contract and 6 of them your on suspend when you come out you still have 7 months of service left.

Some other notes of contention.

1. I paid over 700 dollars for my 722 to flat out right own it so dish is doing the same thing I can have a HR22 for 470.
2. Dish has the same 10 dollar fee as Direct
3. I have a roadside assitance via my insurance company .... it options just like the protection plan no one forces you to have it. Yeah my insurance will still send out a lock smith to pop a door open for me and it will be for a reduced cost since it came from the insurance company but it would of been free if i just had road side assistance.
4. Directv puts there agreements in normal size font on there website in plain english . We will even send you a copy in plain english . before you even sign up. But part of the terms people never read are labled all over the place but susan apparently has an issue with. It says in normal size pring in the plastic cover from the access card that comes with any new reciever that activating will start a new two year from time of activation. Not like we hide our terms of service. Again the company has made mistakes and we try to correct them. Unreasonable customers like susan just make it worst for everyone else.

 

[sddtvtech]

*un-subscribe from this thread* (click)