$150 1st bill for new subscriber, thankfully fixed somewhat

[TheDave]

So I had called (call #1) and ordered DirecTV back on Jan 29th, 1st available install date was Sat. Feb 9th (which is the exact date I wanted anyways). Also, at which point there was a $20 off for 12 month online only promo (which they also did over the phone).

I explained to the CSR that I would like the free HD Receiver, and that I would be providing a new HD DVR (HR21-700), so I would also need the HD & DVR service. She set it all up, and when she went to schedule the date, she claimed the system was down, and I would have to call back to actually make the appointment. No problem, I called (call #2) a couple hours later, and got the date/time all setup.

I try and login to the website the next day, only to find that she had my phone # wrong. I guess she had used my caller ID # from work, and not my home phone number I verbally gave her over the phone. So I could not make my web login account... Another call was made (call #3), and they were able to correct the wrong phone number, so I could now login and see my service (before it was installed).

After (finally) logging in to the website, I notice that they have my address incorrect (missing my condo unit #), apparently the new order (1st) CSR I talked with was very distracted during my order I guess. I made yet another call (call #4), and they were able to fix my address, and I also verified the install date with the CSR at that time, everything was all set.

Feb 9th came, and the installer showed up at about 11:45 (was told between 8-12, they stretched it close to the limit). The guy put up the slimline 5LNB dish, and ran 4 cables into my attic where everything was waiting. I had already run 2 cables (in the walls) down to my DVR spot, and 1 cable (in the wall) into my bedroom. So he never had to actually plug a cable directly into a receiver or a TV (thankfully I did all that). He called up DirecTV, and activated both cards/boxes, and gave me a couple papers to sign, and I was up and running.

I login to my account yesterday while my work day was ending, and see that my 1st bill due will be $150.xx!!!.
I look over the details, and see that there is a $69(!) 2nd receiver install fee. Aren't they suppose to install up to 4 receivers for free anyways for new customers?

Looking over the details, the original CSR also had just given me the basic Choice XTRA package, and not the Plus HD DVR package I had asked for. So it was $54.99 (Choice) + $5.99(DVR) + $9.99(HD). I also had a $4.99 2nd receiver fee + some taxes, the total was just over $150.

I was outraged, so off to make CALL #5. 1st CSR I spoke with wanted to fix nothing, and said that my order was only for a single receiver, and that there was nothing she could do about the $69 fee. I told her this was not what I ordered, and to cancel all of it then, so she sends me over to retention. The retention CSR I spoke with today was very nice & polite (as was I), and was able to remove the ludicrous $69 charge. She also notices the wrong package selection on her own, and offers to change to the the Plus HD DVR package, to which I say of course! (it's what I had ordered anyways)

I had also asked about the $10 referral credit I had given to the original rep, and she said it was already in the system, and should be on my next bill. Amazingly enough, when I went to the rebate page, and activated the rebate, it was the correct one for $20, which will activate on the 2nd or 3rd bill (or so this latest rep says).

It is really, really sad that I had to call 5 times to get all of this.:mad:

All in all though, I am happy I was able to get this all fixed, REALLY happy with the TV service & new DVR (former Tivo user).:D


Couple other notes:
The tech was a complete joke when it came to plugging things into the TV / Stereo. He just randomly started unplugging cables out of my TV trying to fix an audio problem we were having at first. What an idiot! I was po'd, and yelled at him. He obviously had not idea what he was doing when it came to any kind of home theater / stereo stuff. The regular HD receiver (bedroom) also lost sat 99(b?) connection during the first day, but has not lost it since a hard reset. The HD DVR never lost anything. Any idea if this is going to keep happening?

Also, I had ordered the DVR from ABT Electronics for $192 (no tax / free ship). At no point in time during the entire purchase was it mentioned anywhere that it would be a leased receiver. Its not even on their description page. I did not see the word "lease" until the package was at my door. Seems like a bait & switch to me. Does anyone have recommendations on how I can go about getting this off of "lease", as I bought (and own) this DVR. No where during the entire purchase did I agree to a lease...

[DishCSR]

I explained to the CSR that I would like the free HD Receiver, and that I would be providing a new HD DVR (HR21-700),


This was the first mistake, and only mistake, that caused you to be charged 69.00 for the hd-dvr install , and to also not have the plus hd-dvr automatically added to the order,,,you see, we cannot add an install code to the original new customer order for equipment you already have,,(the installer is not bringing it.) And btw the 69.00 charge was a valid charge, that should not have been waived, (in my personal opinion). It should have instead been explained to you by the sales rep that there would be a "custom" charge to install any equipment not being brought by the installer,




I try and login to the website the next day, only to find that she had my phone # wrong. I guess she had used my caller ID # from work, and not my home phone number I verbally gave her over the phone.

That is exactly what happened, this unfortunately has been a trend lately by the sales reps.






Feb 9th came, and the installer showed up at about 11:45 (was told between 8-12, they stretched it close to the limit).
He arrived on time,,,they have until 12:00 to show up to start the install.


. Aren't they suppose to install up to 4 receivers for free anyways for new customers?

Only if the installer is bringing the equipment,,,not if you already have the equipment from somewhere else...

Looking over the details, the original CSR also had just given me the basic Choice XTRA package, and not the Plus HD DVR package I had asked for. So it was $54.99 (Choice) + $5.99(DVR) + $9.99(HD). I also had a $4.99 2nd receiver fee + some taxes, the total was just over $150.


Please refer to my first paragraph above....since she/he could not "add" the hd-dvr to the order, she /he would not have had the option to pick a package that included dvr service...therefore choice extra, hd access ala carte.









I was outraged, so off to make CALL #5. 1st CSR I spoke with wanted to fix nothing, and said that my order was only for a single receiver, and that there was nothing she could do about the $69 fee. I told her this was not what I ordered,

she was correct..your order was only for 1 recvr...and the 69.00 charge was a valid charge.







It is really, really sad that I had to call 5 times to get all of this.:mad:

I agree that it is sad that the direct sales reps fail to tell customers the truth about exisisting equipment installs (i.e. the installer is not bringing the equipment)




Also, I had ordered the DVR from ABT Electronics for $192 (no tax / free ship). At no point in time during the entire purchase was it mentioned anywhere that it would be a leased receiver.


That price is a leased price, it is not a bait and switch,,to "own" an hd-dvr would be 499.00 (dropped from 749.00 01/10/08) Just because you acquire a receiver at a retailer does not mean you "own" that receiver, unless you paid full price,,,this should have been documented somewhere on their website, maybe in the "fine print". Nevertheless, you did state that it was printed on the outside of the box...

[BattleZone]

Also, I had ordered the DVR from ABT Electronics for $192 (no tax / free ship). At no point in time during the entire purchase was it mentioned anywhere that it would be a leased receiver. Its not even on their description page. I did not see the word "lease" until the package was at my door. Seems like a bait & switch to me. Does anyone have recommendations on how I can go about getting this off of "lease", as I bought (and own) this DVR. No where during the entire purchase did I agree to a lease...

You paid an advanced equipment lease fee for that HR-20. Full price to own the HR-20 outright is about $550, and has to be listed as a full purchase from the dealer, which adjusts their credits (this is normally done for commercial accounts which are required to purchase equipment in full up-front).

The normal up-front lease fee for an HD-DVR is currently $200, so you got a small break, and were able to get the specific model you wanted. It's still leased, however, and since you both opened the packaging with the access card (which has warnings and explanations about the lease) and activated the receiver, you are locked into the lease, subject to the ETF.

[TheDave]

This was the first mistake, and only mistake, that caused you to be charged 69.00 for the hd-dvr install , and to also not have the plus hd-dvr automatically added to the order, you see, we cannot add an install code to the original new customer order for equipment you already have,,(the installer is not bringing it.) And btw the 69.00 charge was a valid charge, that should not have been waived, (in my personal opinion). It should have instead been explained to you by the sales rep that there would be a "custom" charge to install any equipment not being brought by the installer.

Glad you weren't my CSR then if you think it was valid.
If I had been told this by either the sales rep, or the installer, I would have no problem just calling up and activating it myself (for free).
It's not like the installer had to run any wires to (either) box, or even plug anything in. Just read the access card # over the phone... $69, please...


That is exactly what happened, this unfortunately has been a trend lately by the sales reps.

So is there no weekly/monthly sales meeting where they are reminded of these things?

He arrived on time, they have until 12:00 to show up to start the install.
Like I said, no problem here, he WAS on time.
As a side note here, I was out walking my dogs at 10am, and there was another DirecTV van across the street at a neighbors house, I walked by and asked if his next stop was at my place across the street, and he said no, he had to drive somewhere else (13-17 Miles away). Kind of funny how they divide up peoples schedules... oh well, not up to me.

Only if the installer is bringing the equipment, not if you already have the equipment from somewhere else...
Never told this, not once. Again, I would have no problem calling and activating the receiver on my own.

Please refer to my first paragraph above. since she/he could not "add" the hd-dvr to the order, she/he would not have had the option to pick a package that included dvr service. therefore choice extra, hd access ala carte.
Pretty sad system design that does not allow customers to order what they want with no way to override things like that...

she was correct..your order was only for 1 recvr...and the 69.00 charge was a valid charge.
Only if I was ever told about it, and given the option.

I agree that it is sad that the direct sales reps fail to tell customers the truth about exisisting equipment installs (i.e. the installer is not bringing the equipment)
Again, they are never reminded of this in updates/meetings?
Are you sure they aren't urged to "forget" to tell customers about extra charges?

That price is a leased price, it is not a bait and switch, to "own" an hd-dvr would be 499.00 (dropped from 749.00 01/10/08) Just because you acquire a receiver at a retailer does not mean you "own" that receiver, unless you paid full price, this should have been documented somewhere on their website, maybe in the "fine print". Nevertheless, you did state that it was printed on the outside of the box...
Actually it is bait & switch, nowhere I could find on their website, nor was it on any page during the entire order process. Like you said, it was only on the outside of the box AFTER I had paid for (& received) it.

[DishCSR]

]


If I had been told this by either the sales rep, or the installer, I would have no problem just calling up and activating it myself (for free).

there are probably notes in the work order from the installer, to the effect of.. added existing receiver install to work order, cust is aware of the 69.00 charge...the installers can have the install work order changed,,,but we can not add these line items in the ordering system for a new customer order, only existing customer orders.


It's not like the installer had to run any wires to (either) box, or even plug anything in. Just read the access card # over the phone... $69, please...
getting anything done by the installer that's not part of the original order is always chargeable by the installer.


So is there no weekly/monthly sales meeting where they are reminded of these things? , please..meetings? in a call center enviroment,,,yeah right.
they are trained to tell the customers to call customer installation support to have these things "added" to the work order,,,,problem is that we cannot add them. We used to be able to with our older install system, but not the new one...the real problem is that the sales agents only know the sales part, they know nothing of what actually happens with the install or billing part.


Pretty sad system design that does not allow customers to order what they want with no way to override things like that...

I agree with this 500%. we have a very poor system design in a lot more ways than one.


Again, they are never reminded of this in updates/meetings?
no , not really.


Are you sure they aren't urged to "forget" to tell customers about extra charges?
More like, tell the customer what he wants to hear, just get the sale.. this is what happens when you use a commissioned base sales program.


Actually it is bait & switch, nowhere I could find on their website, nor was it on any page during the entire order process.

Well it really should be advertised somewhere. I'll admit that some of the advertising is a little deceptive. Usually it really is listed some where, just in very small print.

[SledDog]

I gotta tell ya, DishCSR, your posts are tough to read. I can't tell where the OP post stops and yours starts. From what I can decipher of your replies, I'm glad I never had to the pleasure of talking to you about a problem...

How about using the quote feature??

[TheDave]

DishCSR,

Thanks for the info, some very interesting stuff!

Well it really should be advertised somewhere. I'll admit that some of the advertising is a little deceptive. Usually it really is listed some where, just in very small print.

I can give you the link if you want. The term lease it not mentioned anywhere...

So by this standard, (and your $499 price from above). Could I just call up and say I want to purchase this HD DVR receiver, and the would give it to me, minus the ~$200 I paid, so for another $299, I would actually own it according to them?

[Bill Broderick]

If I had been told this by either the sales rep, or the installer, I would have no problem just calling up and activating it myself (for free).
It's not like the installer had to run any wires to (either) box, or even plug anything in. Just read the access card # over the phone... $69, please...


Actually, given what you had contracted with DirecTV, the installer only had to run a single line from the dish into your house, because that was all that you needed for your single HD Receiver. The other three runs from the dish to the attic were all done on the installer's (who is a not a DirecTV employee) dime without the additional charge.

[DishCSR]

I gotta tell ya, DishCSR, your posts are tough to read. I can't let where the OP post stops and yours starts. From what I can decipher of your replies, I'm glad I never had to the pleasure of talking to you about a problem...

How about using the quote feature??

Oh really, because guess what? I actually fix a lot of things that have been screwed up by other csr's. So if you ever did have the pleasure of actually talking to me, and something was wrong with your account, I would fix it. I happen to have a lot more experience in the satellite business than 90 % of csrs do, so i have a very good understanding of what the problems are and know how to fix them. When most csr's would rather just sugar coat everything and not really fix it. I'm sorry if my replies sound harsh,,I believe in speaking the truth even if it hurts.

[SledDog]

Oh really, because guess what? I actually fix a lot of things that have been screwed up by other csr's. So if you ever did have the pleasure of actually talking to me, and something was wrong with your account, I would fix it. I happen to have a lot more experience in the satellite business than 90 % of csrs do, so i have a very good understanding of what the problems are and know how to fix them. When most csr's would rather just sugar coat everything and not really fix it. I'm sorry if my replies sound harsh,,I believe in speaking the truth even if it hurts.

I'm sure you would be more than happy to tell a customer the $69.00 fee is correct and there is nothing you can do about it.

And btw the 69.00 charge was a valid charge, that should not have been waived, (in my personal opinion).

So that tells me you do DirecTV's business and serve their customers using your personal opinion instead doing what is right. In other words, you don't sugar coat it, you just decide the customer must pay because you are sitting at the keyboard.

I hope you don't hurt your arm patting yourself on the back while celebrating the great job you do serving DirecTV's customers.

And thanks for using the quote feature....

[TheDave]

Wow from the posts I'm getting, it really looks like everyone on the message board agrees with the fees directv is charging people, and their non up-front procedures... I guess dbstalk really is run by directv people who don't like people actually sticking up for the consumer rights...
I sure know where NOT to post complaints or question about trying to be screwed.

[TigersFanJJ]

Wow from the posts I'm getting, it really looks like everyone on the message board agrees with the fees directv is charging people, and their non up-front procedures... I guess dbstalk really is run by directv people who don't like people actually sticking up for the consumer rights...
I sure know where NOT to post complaints or question about trying to be screwed.

Just curious. Why did you order the hddvr through ABT Electronics instead of through Directv?

[RegGeek]

Just curious. Why did you order the hddvr through ABT Electronics instead of through Directv?

If I had to guess, it's because Abt was offering it to him a a lower price. Their site shows the HR21 at $188 plus free shipping. In the OPs defense, he is correct that nowhere does it say that the box is leased. (At least as far as I can see.) The closest Abt gets is they say, "Your receipt of DIRECTV programming is subject to the terms of their Customer Agreement, a copy of which will be in your initial statement. " But I would read that to be a statement related to a programming requirement.

Link to Abt webpage. (http://www.abtelectronics.com/product/31248.html)

Now in DirecTVs defense, the reason they have put those "This is a Lease" stickers on the boxes is probably for just these types of cases. Their last chance to make you aware you have a leased item is when you go to open the box.

Really I think the OP should complain to Abt about their failure to disclose the lease situation on their site.

As for the additional charge for installation, I am glad they removed the charge for him. He didn't hide anything, he was very upfront with the CSR that he had an additional box he was providing. I think it was the CSR's obligation to say, "ok sir because we aren't providing the box there will be an additional charge." He shouldn't be responsible for the CSRs mistakes.

Who knows, maybe he would have saw that it would end up being cheaper to order his DVR from Directv instead of Abt.

[dmurphy]

If I had to guess, it's because Abt was offering it to him a a lower price. Their site shows the HR21 at $188 plus free shipping. In the OPs defense, he is correct that nowhere does it say that the box is leased. (At least as far as I can see.) The closest Abt gets is they say, "Your receipt of DIRECTV programming is subject to the terms of their Customer Agreement, a copy of which will be in your initial statement. " But I would read that to be a statement related to a programming
requirement.

As for the additional charge for installation, I am glad they removed the charge for him. He didn't hide anything, he was very upfront with the CSR that he had an additional box he was providing. I think it was the CSR's obligation to say, "ok sir because we aren't providing the box there will be an additional charge." He shouldn't be responsible for the CSRs mistakes.

I agree - the fact that it wasn't disclosed up front makes me think reversing the charge is the right thing to do.

Having said that - it's ALWAYS a good idea to ask, at the end of your call, for a recap of the installation items, and the associated fees.

As for the ABT Electronics non-statement of lease - I think that's also very misleading. But I can't blame that on DirecTV; it's ABT who doesn't state that it's a lease.

Sometimes, that $11 in savings isn't worth it. One has to figure time and aggravation into the equation somewhere. :)

[TigersFanJJ]

I agree - the fact that it wasn't disclosed up front makes me think reversing the charge is the right thing to do.

Having said that - it's ALWAYS a good idea to ask, at the end of your call, for a recap of the installation items, and the associated fees.

As for the ABT Electronics non-statement of lease - I think that's also very misleading. But I can't blame that on DirecTV; it's ABT who doesn't state that it's a lease.

Sometimes, that $11 in savings isn't worth it. One has to figure time and aggravation into the equation somewhere. :)

I agree 100%.

It sounds as if the OP is mad at Directv for a "bait and switch" when that protion of his gripe should be directed towards ABT Electronics. They are the ones that failed to disclose that it is a lease.

That $11 savings definitely wasn't worth it here.

[TheDave]

This whole thing gets even better. After I get home last night, I had to make CALL #6. I guess when retention fixed all the bill mess, my DVR service was deactivated. So when I got home, I try and get to "My Playlist", and it won't even let me watch shows that were already recorded!!! Just displays some lame message that I have to call them. The old DirecTivo would never do this. VERY crappy feature of these new non-tivo units.
Anyways, call #6 they resent whatever signal, didn't work, made me reset the box, didn't work. Put me on hold for several minutes, came back, and finally it was working. :D
The very very sad fact that so many calls had to be made, just got even sadder.:(

I am really happy though with the DirecTV product though, it very very easily beats the crap out of the abortion of Time Warner Cable in my area!
I agree 100%.

It sounds as if the OP is mad at Directv for a "bait and switch" when that protion of his gripe should be directed towards ABT Electronics. They are the ones that failed to disclose that it is a lease.

That $11 savings definitely wasn't worth it here.
Not really mad at directv for this at all. ABT screwed up as many of you have stated, and it was not mentioned anywhere (until after I had paid for & it was delivered) that it was a lease. It was them doing the Bait and Switch, very easy call on that one. I probably will be calling them and complaining about it.

I knew when you get it from directv, it IS a lease, ABT's website is VERY misleading, and I bought from there because I would OWN it. Not to mention that I did not know if directv would charge tax on top of their 199 price. I never even asked directv because I wanted to OWN the box.

[fwlogue]

What is your benefit to owning it versus leasing it? If in 90 days it dies you are out $188. If you are leasing it then atleast for the cost of shipping you get it replaced.

[dmurphy]

The old DirecTivo would never do this. VERY crappy feature of these new non-tivo units.

I wouldn't say that .... I ended up in a situation where my DirecTiVo units turned into doorstops (DVR service deactivated), while the DVR+ units were working fine.

Took me several months of back-and-forth to get to a place where I'm happy with the results. Long story short - I purchased a DVR Lifetime subscription many moons ago... when my "primary" receiver failed, that somehow disappeared from my account. Took a long time to get it right again.

[TigersFanJJ]

I am really happy though with the DirecTV product though, it very very easily beats the crap out of the abortion of Time Warner Cable in my area!

I'm glad you included that in your post. When I was reading it, I was thinking, "Just hold on a little longer and you'll probably like the service." (Not to be confused with customer service, :D )

I knew when you get it from directv, it IS a lease, ABT's website is VERY misleading, and I bought from there because I would OWN it. Not to mention that I did not know if directv would charge tax on top of their 199 price. I never even asked directv because I wanted to OWN the box.

That's why I asked the question earlier. I wasn't sure if it were just to save a few bucks or if it was because you though it was owned. I think I'd call ABT about the misleading info also.

[kokishin]

Wow from the posts I'm getting, it really looks like everyone on the message board agrees with the fees directv is charging people, and their non up-front procedures... I guess dbstalk really is run by directv people who don't like people actually sticking up for the consumer rights...
I sure know where NOT to post complaints or question about trying to be screwed.

Hey Man, I completely understand what you went through and I agree with you. Having been treated to DirecTV's sneaky sh*t, no-nothing, bogus charging CSRs, I am empathetic to your experience. I have had to raise hell more than once with the supervisors. When the CSRs screw up, I call back and tell the first level CSRs that I will not waste anytime talking with them and that I will only talk to a supervisor. If they give me any lip, I tell them I am canceling. That shuts them up and then I am given either to a super or CR who usually gets it, apologizes for the screw up, and gives me some extra credit to try and keep me happy. Apparently, I am one of their valued customers.

DirecTV CSR used to be really good but after Rupert Murdoch bought (and since divested them), their service went to sh*t.

BTW, dbstalk is chalk full of fanboys and they will try to gang tackle you. As long as you keep your replies responsibile and civil, you are entitled to you express your opinions. I woud recommend that when they gang tackle you, just say what you have to say and then stop replying. The fanboys will then go after some other nay sayer like me :lol: (like I give a sh*t).

[TigersFanJJ]

BTW, dbstalk is chalk full of fanboys and they will try to gang tackle you. As long as you keep your replies responsibile and civil, you are entitled to you express your opinions. I woud recommend that when they gang tackle you, just say what you have to say and then stop replying. The fanboys will then go after some other nay sayer like me :lol: (like I give a sh*t).

:blowout: :dance01: :dance07: :balloons: :icon_hroc :joy:

I'm glad we went ahead and got the "fanboy" post out of the way before 7 A.M. Now maybe we can have meaningful discussions for the rest of the day. :D

[kokishin]

:blowout: :dance01: :dance07: :balloons: :icon_hroc :joy:

I'm glad we went ahead and got the "fanboy" post out of the way before 7 A.M. Now maybe we can have meaningful discussions for the rest of the day. :D

You can start anytime. :lol: