Posting this from the DTV tech forum site. Would really like all your inpout as to how to progress.
I did my switch from SD to HD a month or so ago, and the CSR misrepresented the additional fees. I used to have 2 standard def Tivo units and my bill is now an additional $25 a month, when he told me it was going to be only $10 for the HD fee. We have been customers since the early 90s.
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The CSR I spoke to today after getting our first full HD bill apologised and said that "sometimes the CSRs do this". Great. Just like the phone companies do.
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Needless to say, I now have no recourse except to cancel and go elsewhere. The CSR was not empowered to do anything to help me.
Response from the DTV forum:
That make no sense. *If you deactivate the old Tivo and replaced it with an HD DVR, there should only be an additional $10 HD Access Fee on your account. *And you can get that for free if you use Auto Bill Pay. *
Me:
Lots of things don't make sense, as outlined in my post.
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My bill just went from $127 a month to $157 when I replaced one of my owned Tivos with the HD-DVR.
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I've been over this with CSRs twice.
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My only recourse is to live with it or cancel service and go to Dish. I've already sent an email about this yesterday.
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If someone here has a more direct contact, I'd much appreciate it, although Dish is offering free HD for life, so I'd save hundreds a year by switching.
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DirectTV would need to do the same to keep me. As mentioned we've been continuous Total Choice DTV customers, since the early 90s.
Me:
Well, they could do nothing for me. Went through billing and the equipment tech CSR. All I got were apologies.
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Switched to DISH the other night. Installed the next day and more channels, including BBCA and AMC HD.
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The only bad part is that DTV stuck me with a $450+ "thank you for being with us since before 1995" early termination fee, not waivable under any situation except bad reception or death, despite the billing problems.
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More apologies from the CSR manager.
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DTV has a billing dispute center, but it's only accessible by snail mail and a 15-21 day process. Of course they don't make it easy.
*
Bottom line, it's shameful that I got this kind of treatment after being a customer buying the full package for so many years.
*
They could have showed some good will, but showed none. I even offered to pay a reduced fee.
Me:
Well, after all that, the CSR manager dropped the ball and never sent me the email (to the one linked to my account- I had her read it to me) that she said she would with the mailing address for billing disputes.
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It's not my nature to do a Better Business Bureau complaint (actually have never done one, but $450+ is a lot of money) unless I've fully exhausted my diplomatic options.
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Can anyone here direct me to what that mailing address would be?
*
Just to reiterate, I had no idea after being a customer this long that I'd be treated so "by the book", with every knife they could stick in me when leaving. Kind of shocked. I loved DTV until all this.*
*
TIA
I did my switch from SD to HD a month or so ago, and the CSR misrepresented the additional fees. I used to have 2 standard def Tivo units and my bill is now an additional $25 a month, when he told me it was going to be only $10 for the HD fee. We have been customers since the early 90s.
*
The CSR I spoke to today after getting our first full HD bill apologised and said that "sometimes the CSRs do this". Great. Just like the phone companies do.
*
Needless to say, I now have no recourse except to cancel and go elsewhere. The CSR was not empowered to do anything to help me.
Response from the DTV forum:
That make no sense. *If you deactivate the old Tivo and replaced it with an HD DVR, there should only be an additional $10 HD Access Fee on your account. *And you can get that for free if you use Auto Bill Pay. *
Me:
Lots of things don't make sense, as outlined in my post.
*
My bill just went from $127 a month to $157 when I replaced one of my owned Tivos with the HD-DVR.
*
I've been over this with CSRs twice.
*
My only recourse is to live with it or cancel service and go to Dish. I've already sent an email about this yesterday.
*
If someone here has a more direct contact, I'd much appreciate it, although Dish is offering free HD for life, so I'd save hundreds a year by switching.
*
DirectTV would need to do the same to keep me. As mentioned we've been continuous Total Choice DTV customers, since the early 90s.
Me:
Well, they could do nothing for me. Went through billing and the equipment tech CSR. All I got were apologies.
*
Switched to DISH the other night. Installed the next day and more channels, including BBCA and AMC HD.
*
The only bad part is that DTV stuck me with a $450+ "thank you for being with us since before 1995" early termination fee, not waivable under any situation except bad reception or death, despite the billing problems.
*
More apologies from the CSR manager.
*
DTV has a billing dispute center, but it's only accessible by snail mail and a 15-21 day process. Of course they don't make it easy.
*
Bottom line, it's shameful that I got this kind of treatment after being a customer buying the full package for so many years.
*
They could have showed some good will, but showed none. I even offered to pay a reduced fee.
Me:
Well, after all that, the CSR manager dropped the ball and never sent me the email (to the one linked to my account- I had her read it to me) that she said she would with the mailing address for billing disputes.
*
It's not my nature to do a Better Business Bureau complaint (actually have never done one, but $450+ is a lot of money) unless I've fully exhausted my diplomatic options.
*
Can anyone here direct me to what that mailing address would be?
*
Just to reiterate, I had no idea after being a customer this long that I'd be treated so "by the book", with every knife they could stick in me when leaving. Kind of shocked. I loved DTV until all this.*
*
TIA
