DarkAudit
10-07-07, 11:10 AM
I called D* about 10 days after I signed up, telling the CSR I'd made a mistake with the original order and needed an HR 20 DVR unit instead of one of the H20s I got. The CSR offered the HR20 at the new subscriber price of $199, chargeable to the bill and split over 3 months. The existing H20 had to be returned and shut off immediately (as in during the call). Two days later and I'm the happy owner of an HR20.
That is until the bill arrived yesterday. I got the $100 credit for returning the H20, but they charged all of the rest of the cost on this month's statement. When I called D* to straighten it out, and explained what the CSR had offered when I placed the order, the CSR I spoke with now told me that there was no way they could honor that offer.
I tried to tell this CSR that the only reason I accepted the offer was the ability to split the cost over several payments, and that this was a verbal contract I had entered into with D*. Even when I told the CSR that this was either breach of contract or fraud on their part, he wouldn't budge. He couldn't get his supervisor, so he transferred me to a "specialist".
This was even worse. Again I tried to explain what the CSR who took the original order offered. This one still said that they could not honor the offer, and refused to take the cost off the bill, repeating the mantra "all sales are final" no matter how often I tried to tell him that D* had broken the terms of the offer. The best the guy could come up with was a $10 discount for a year. No thanks. That took a $315 bill down to $305 this month. I finally had to ask for *this* guy's supervisor.
Finally, someone who could actually see what D* had offered when I placed the order. He could see on his end that the agreement was for 3 payments, not one lump sum. After a bit of number crunching, he was able to adjust the bill to my satisfaction.
Now why on earth do they have these CSRs who steadfastly refuse to honor what D* has offered? They have the information right there in front of them, but all they can say is "I'm sorry we can't do that". If they couldn't do that, then why did another CSR offer the thing? Are they intentionally perpetrating frauds or breaches of contracts?
The first CSR put an offer on the table on behalf of D*. I accepted the terms of *that* offer. It doesn't matter if that CSR made a mistake or not. I placed the order in good faith, and should not have to bear the costs based on *their* mistake.
If that is not a valid offer, it was either fraud then or breach of contract now. In either case, it's D*'s problem, not mine. It shouldn't have taken an hour on the phone and two departments to fix.
That is until the bill arrived yesterday. I got the $100 credit for returning the H20, but they charged all of the rest of the cost on this month's statement. When I called D* to straighten it out, and explained what the CSR had offered when I placed the order, the CSR I spoke with now told me that there was no way they could honor that offer.
I tried to tell this CSR that the only reason I accepted the offer was the ability to split the cost over several payments, and that this was a verbal contract I had entered into with D*. Even when I told the CSR that this was either breach of contract or fraud on their part, he wouldn't budge. He couldn't get his supervisor, so he transferred me to a "specialist".
This was even worse. Again I tried to explain what the CSR who took the original order offered. This one still said that they could not honor the offer, and refused to take the cost off the bill, repeating the mantra "all sales are final" no matter how often I tried to tell him that D* had broken the terms of the offer. The best the guy could come up with was a $10 discount for a year. No thanks. That took a $315 bill down to $305 this month. I finally had to ask for *this* guy's supervisor.
Finally, someone who could actually see what D* had offered when I placed the order. He could see on his end that the agreement was for 3 payments, not one lump sum. After a bit of number crunching, he was able to adjust the bill to my satisfaction.
Now why on earth do they have these CSRs who steadfastly refuse to honor what D* has offered? They have the information right there in front of them, but all they can say is "I'm sorry we can't do that". If they couldn't do that, then why did another CSR offer the thing? Are they intentionally perpetrating frauds or breaches of contracts?
The first CSR put an offer on the table on behalf of D*. I accepted the terms of *that* offer. It doesn't matter if that CSR made a mistake or not. I placed the order in good faith, and should not have to bear the costs based on *their* mistake.
If that is not a valid offer, it was either fraud then or breach of contract now. In either case, it's D*'s problem, not mine. It shouldn't have taken an hour on the phone and two departments to fix.