Unbelieveably livid with DTV right now

[bagdropper]

I swear, in the space of 5 months, DTV has converted me from a faithful, 100% satisified customer into a livid, "I can't believe this is happening" customer.

Background - I had a H20-600, and was getting automated calls telling me to start a recall process because of the issues with H20-600s. Which I did, even though my -600 was working perfectly. This was October of last year.

I then received a H20-100 refurb which was defective, so I once again returned and received another refurb -100. This worked until about NYE 2008 where it started rebooting on its own several times a day, in addition to blanking all channels out...basically, no service.

So, since this was my 3rd receiver in 3 months, DTV told me I needed a service call (free of charge), which occured on 1-9-2009.

The guy arrived about 8PM on a Friday night 1-9-2009 where we got 8" of snow - my initial service call time was 8-12 AM that day - so I missed an entire day of work for absolutely nothing - no call to re-schedule, nothing. He was able to determine that both the 2nd -100 receiver was defective and my dish setup was fine...no issues. However, DTV would not issue another H20 of any type and told me I had no course but to take an H23 instead.

Knowing I needed the H20 to get locals OTA, this was not satisfactory, but since I had my PC hooked up to OTA, and had an XBox 360, I could still get the locals free of charge, so I did not order the locals thru DTV cause at the time they only had 3 of my locals in HD.

At the end of activating this H23, in the call resolution, knowing that when they activate brand new receivers 2 yr commitments are reset at that activation date, I asked the CSR that in this case, can she ensure that my 2 yr anniversary date would remain 9-7-2009, which I was told was yes, it is remaining 9-7-2009. Took down the name and everything...I have a whole page of notes indicating who I talked to, what the resolution was, etc.



I own a cabin. It is located on a bluff where there is no angle to put a dish in, but I do have DSL there, so I use Slingbox to receive DTV over the internet. So, I'm in the process of opening up my cabin this coming weekend, so I called DTV to activate the now 5 local channels covered by DTV in HD so I could still watch locals up at the cabin. In the resolution of this call this morning, I asked the CSR to confirm my 2 yr commit end date was still 9-7-2009. She stated it was now 1-9-2011.

Needless to say this was not what was told to me on 1-9 by the CSR, and I told them it needs to be changed back to 9-7-200 per my conversation with the CSR on 1-9-2009. She said they could not - I then asked to speak to supervisor, supervisor said she could not change this either, and my only recourse was to write DTV's escalation dept.


Words cannot describe how livid I am about this. How can a company allow this type of thing to happen? When the CSR confirms that it wasn't being reset, how can they legally get away with this, and how can they not grant supervisors the correct system clearances to change something like this in their systems? They're a supervisor, for crap's sake!

I know you guys don't like hearing about crap like this, dis-satisfied customers posting here. I read this forum daily, I follow the advise many have posted here to the letter, and it has always worked out in the end. I just am posting this to let you guys know what goes on nowadays with DTV in regards to issues like this. I am a 15 year loyal DTV customer, but the last 5 months, they have ruined all the goodwill I thought I had by being a 15 year customer.

[timmmaaayyy2003]

Sorry to hear about your issues. I quit working for DTV over lack of control of exactly this sort of thing. Even supervisors have no power.

I would do as the supervisor recommended and contact the "Office of the Presisdent". The info is on this board somewhere, and this is exactly the kind of issue resolution needed in your situation.

BTW, any activation, even an old, owned box, will automatically generate an extension of commitment and there is nothing customer service can do about it (another reason I left)

Good luck.

[Lee L]

I have considered secretly taping all calls like this to use later. After all, they all give you permission when they say "this call may be recorded". ;)

[Araxen]

Wow..didn't realize Directv has stooped so low as to get people into commitments for just activating old equipment. What is going on with this company. They can't be this desperate to retain subs.

[Stuart Sweet]

If I may ask, what is the particular reason you're concerned about extending your commitment date? Prior to this, were you planning to cancel after your commitment was up?

[dodge boy]

If this is your only receiver I would try this, I would call them and tell them it's defective. You have had so many replacements you are now sick and tired of their service. You do not want another service call, nor another receiver. You want a return kit for that receiver, and you wish to suspend your service until they can provide you service without the need for their equipment. If your livid go off on them....

[bnglbill]

If I may ask, what is the particular reason you're concerned about extending your commitment date? Prior to this, were you planning to cancel after your commitment was up?

It's always nice to have that flexibility, don't you think?

[dodge boy]

I bought a used R22 off Ebay (Owned) I didn't even think to ask if activating it triggered a commitment extension, I just assumed it did, now if I replace a defective one through the PP it should not....

[Stuart Sweet]

It's always nice to have that flexibility, don't you think?

Of course it is. That being said, a difference which makes no difference, is no difference. If the thread starter plans on being with DIRECTV for two more years anyway, and knowing that in case of hardship there are options... my point being it's not as if he is being charged more.

[timmmaaayyy2003]

Wow..didn't realize Directv has stooped so low as to get people into commitments for just activating old equipment. What is going on with this company. They can't be this desperate to retain subs.

It's been that way for at least 5 years.

[bagdropper]

If I may ask, what is the particular reason you're concerned about extending your commitment date? Prior to this, were you planning to cancel after your commitment was up?

I work in a business (telecom) and for a company where...lets just say, we know layoffs are coming. I don't want to be tied to a commitment past Sept 09 where if I get laid off, I'm not obligated to continue their service. I have over 600 movies/shows/music videos on my hard drives where if I had to cancel the service, I'd still have enough media stored to tide me over until gainful employment was back in the picture. I also have 2 market's HD locals OTA through my PC/rooftop antenna (about 40 channels total).

I was fully expecting to honor that commitment, but after 9-7-2009, I would definitely be shopping for less expensive service. I may keep (but downgrade) my DTV...I wanted the capability of being able to drop it if I needed to.

So, by not being on a term after 9-7-2009, I am basically trying to be fiscally smart. If I get laid off, and if I had to choose between DTV and DSL, DSL wins every time as far as information gathering. I could live with OTA HD only if I had to.

Add in the fact that I voluntarily agreed to be on the recall, plus I went through 2 refurbished receivers prior to the H23 that were still bad, and then add in the fact that I seem to be suffering from the brrrrrrrrp issue as badly as anyone posting in that thread...my service "value" so to speak has dropped off greatly since this recall was forced upon me.

The, finally, add in the fact that I was told by the "H23 activating Customer Retension CSR" - which I was transferred to because they REFUSED to offer me another H20 or anything with an AM21 on 1-9-2009 - I was promised my original 2 yr term date would be honored.

You add all this up...this, in my humble opinion, does not equate to me as DTV taking care of a customer who originally signed on with DTV when they first came out in the mid 90s. I have lived up to every single item of the customer/provider contract, have never ever been late on a payment, and asked only for 2 things from them regarding HD receivers...an OTA HD enabled receiver and my term date remaining the same...neither of which they held up to on their end of the bargain.

I don't think I am being out of line. How would you react if you were promised something by calling THEIR customer service, by their "highest level" CSRs? This isn't a case where a telemarketer or a regular CSR told me this...it was a CR CSR...theoretically the smartest and highest level CSRs they got.

And also, whomever said that by activating ANY replacement receiver your 2 year term is reset. That is not true unless that has changed since December 2008, cause after the two -100 refurbs were activated, I checked my term date online, and it was still 9-7-2009.

[tomkarl]

If I may ask, what is the particular reason you're concerned about extending your commitment date? Prior to this, were you planning to cancel after your commitment was up?

Whether or not the OP intended to stay with D* for two more years isn't relevant.

D* has a pattern of just adding commitment time when they shouldn't. It leaves a bad impression of their business practices.

[Stuart Sweet]

I was simply asking for more information and I appreciate getting it. Thank you.

[psweig]

Whether or not the OP intended to stay with D* for two more years isn't relevant.

D* has a pattern of just adding commitment time when they shouldn't. It leaves a bad impression of their business practices.

+1. Exactly

[Ken S]

I would suggest documenting the problem and sending a copy to your state division of consumer affairs. It's pretty clear that DirecTV isn't going to change their business practices unless forced to do so. Perhaps if state AGs get enough complaints they'll take notice.

[cariera]

BTW, any activation, even an old, owned box, will automatically generate an extension of commitment and there is nothing customer service can do about it (another reason I left)

If this is the kind of information you were giving out, I am glad you left the company.

The activation of a leased replacement receiver in place of a leased should not restart your commitment. The activation of a leased receiver in place of an owned receiver, may restart your commitment if you don't have the protection plan.

The activation or reactivation of an owned box, should not restart a commitment.

Well then, why as in this case does it happen? Through my experience and dealings with the CSRs any receiver added to your account is added as a leased receiver. I was told only the access card group can change that designation to owned. Through my own experiences and several posts on this topic, it seems that any leased activation receiver triggers a commitiment - a system issue. This explanation may or may not be correct, but by the number of posts, my experience and the OP's experience, I think this is what happened.

Because this is what happened to me when my H20-600 was swapped out. I found I had a new commitment from when the H20-100 was activated. Not that I was going anywhere, but still concerned there was a commitment I called and talked to a CSR who gave me the above explanation. That person also said she would "escalate" (that was her term) the issue to have the commitment removed.

Calling back a few weeks later, I found I had no commitment on my account.

Does this type of thing happen, yes. Should it, definately not. Can it be corrected, yes. Good luck.:)

[bagdropper]

I was simply asking for more information and I appreciate getting it. Thank you.


I know - I'm not ranting at you.

I just think 15 yrs of upholding my end of the bargain should count for something.

[Shades228]

The unit was replaced on a SC. Honestly the person that you spoke with probably wasn't in the cancelation department. They really won't dive into an agreement until it matters, ie canceling service. The agreement is invalid because it was replaced on a SC and it was replacing a leased unit. If you were to go to cancel your service at that time they would take care of it.

[tomkarl]

...

Through my own experiences and several posts on this topic, it seems that any leased activation receiver triggers a commitiment - a system issue.

...



A system issue that favors D*. A system issue that never seems to get fixed.

My gripe about it is that most people don't know to check and when they go to cancel service at some future date, they don't even realize their commitment was extended when it shouldn't have been.

It shouldn't be up to the sub to have to follow up to insure that their contract isn't extended when it shouldn't be.

[celticpride]

they've done this to me twice extending my commitment until dec. 2010 , after 15 years of being a good customer they p****d me off,and come that date i will switch to fios and get and hd tivo xl,UNLESS they give me an hd tivo thats similar to what fios uses for FREE!!!!

[Upstream]

Bagdropper -- DirecTV often adds a commitment when no commitment is authorized. Click here (http://www.dbstalk.com/showthread.php?p=1932224#post1932224) for instructions I gave to someone else last year who was being hit with an erroneous ETF from an unauthorized commitment extension.

You have the advantage that you are not quitting DirecTV now, so you have time to get the false commitment corrected. When DirecTV falsly extended my commitment a few years ago, it took me months to get it fixed (and fixed was just a letter confirming the correct commitment date; the wrong date was never corrected in DirecTV's computer system).

Good luck.

[Rence]

Years ago, DTV used to boast about their exceptional customer service (JD Powers award and all that) - they don't seem to be doing that much anymore.

They have a real problem with their "system". By this I mean the computer system used for calls. They have designed a system that severely restricts what CSRs can and can't do. This results in CSRs feeling powerless, customers getting livid, etc. etc. I don't know who is responsible for this, but it is just plain bad business.

My example, posted a while back, I ordered two new DVRs and 1 AM21. DVRs came, no AM21, called back - not on order. CSR could not order me one, for whatever reason, system would not allow it. Demanded supervisor, supervisor couldn't do it. Called Retention - after a lot of yelling, retention couldn't order me one - but ended up giving me a $200 credit and I ordered my AM21 elsewhere. So how is this good business? Instead of a $50 sale, they give me a $200 credit - stupid stupid stupid.

In the OP's case - I am sure that the CSRs feel that not extended his contract is valid when the entire issue is DTVs fault - but the "system" won't allow the CSRs, the supervisors or anyone else to do anything about it - just plain stupid.

DTV needs to fire the idiot who is responsible for the system design and hire someone who has a bit more customer focus.

[ehilbert1]

If I may ask, what is the particular reason you're concerned about extending your commitment date? Prior to this, were you planning to cancel after your commitment was up?

With all due respect why should that matter? I plan on staying with D* as long as they will have me,but I still want to know my exact commitment date. What if AT&T or dear I say a cable company comes along and offers a deal to good to pass up? He may stay with D* but atleast knowing and having the right commitment date is a huge deal. Why do a lot of you guys act like its no big deal that D* does this sort of thing? I know I know you never intend to leave so it shouldn't matter. Thats not the point though. It's doing what is right. They extended my commitent when I replaced a bad box and I have the protection plan. It took 4 calls and 3 more emails to get it right. I guess thats ok too.

[bruinfever]

Your best bet it to email the Office of The President.. What's horrible is that you have to have so much anger and frustration based upon THEIR incompetence not yours...But what else is new? This type of incompetence is everywhere...There's not a month that goes by that I'm not spending hours on the phone dealing with the incompetence of the phone company, health insurance, credit cards...yada yada yada..the list goes on and on...
IMHO the aggravation of leaving and going elsewhere wont be any better nor will the service be better elsewhere...

[Shades228]

Agreements only matter when you go to cancel. Other then that it's just a date. If you know it's invalid then deal with it when you need to otherwise it has no impact on you.

[tomkarl]

Agreements only matter when you go to cancel. Other then that it's just a date. If you know it's invalid then deal with it when you need to otherwise it has no impact on you.

Extending a customer's contract when they shouldn't does matter.

Cancelling or not.

Why is it that you think this is ok for a company to operate in such a manner?

[Ken S]

Agreements only matter when you go to cancel. Other then that it's just a date. If you know it's invalid then deal with it when you need to otherwise it has no impact on you.

It's best when dealing with legal matters to deal with an issue as soon as you have knowledge of the problem rather than waiting.

[bagdropper]

To Ellen Filipiak. We'll see how it goes. I took all of the emotion out of the email, presented the exact facts. I intimated that I had no current plans to cancel, was not looking for any credit, and fully wanted to uphold my original 2 year term. I also stated I expected DTV to uphold what I was told by a supervisory CSR on the 1-9-2009 call.

In other words, I asked for exactly what I thought I was getting in the first place, nothing more, nothing less.

You guys gotta understand...for my entire history with DTV, 15 years of perfect service, that the issues with the last 6 months...my confidence, call it "love affair"...with DTV is horrifically shaken. I feel like I've been kicked in the nards by the one company that ALWAYS upheld their claim - being the best television content provider in the world.

[Upstream]

To Ellen Filipiak. We'll see how it goes. I took all of the emotion out of the email, presented the exact facts. I intimated that I had no current plans to cancel, was not looking for any credit, and fully wanted to uphold my original 2 year term. I also stated I expected DTV to uphold what I was told by a supervisory CSR on the 1-9-2009 call.

In other words, I asked for exactly what I thought I was getting in the first place, nothing more, nothing less.




Sounds like a good approach.

Hopefully you get a written confirmation of the correct commitment date. If you don't get a written confirmation, write them back and request a written confirmation. Once you get the written confirmation, hold on to it. If you cancel, you will need it.

Good luck.

[LOCODUDE]

WOW!!!...Best of luck to you.

[BattleZone]

Folks,

Before recommending escalating all the way to Ellen, the OP should call DirecTV, ask for the Access Card department, and explain the problem. The Access Card department should be able to fix this right up.

I agree that it is STUPID that front-line CSRs aren't told this, and that the system automatically extends the date for all activated receivers, but there IS a fairly easy way to get the problem resolved.

[TBlazer07]

How/where did you check you committment end date online? I've never seen that option. And also, whomever said that by activating ANY replacement receiver your 2 year term is reset. That is not true unless that has changed since December 2008, cause after the two -100 refurbs were activated, I checked my term date online, and it was still 9-7-2009.

[carl6]

I don't care for service committments from any company. However I have no choice with several companies including cell phone and DirecTV. I have also had lock-ins on DSL in the past.

What I do, anytime I agree to a service committment, is simply accept the fact that I can terminate any time I want to, and plan to pay the applicable termination fee. In other words, part of agreeing to a committment is accepting the fact that if I want to, or have to, quit early I am willing to pay the buyout cost. Do I like it? Not really. Do I do it? Yes. I have both cell service and DirecTV, and I have a committment on both. If it were necessary for me to bail (on either), I would not hesitate to do so, and pay the applicable fee involved.

If you absolutely can't have a contract, then don't get the service.

[Shades228]

Extending a customer's contract when they shouldn't does matter.

Cancelling or not.

Why is it that you think this is ok for a company to operate in such a manner?

Because to me if I'm not planning on disconnecting then it doesn't mean anything to me. It's something that I never pay attention to. If I had to cancel and it was invalid I would deal with it at that time. To me it's not something I would care about or get upset over because it really doesn't matter. Now to each their own but if you want to know why I think it's ok it's because to me it's not something to get upset over until it has an impact on me.


IIP - Access card does not handle this. Can they? Yes just like any other agent can if they do the research. Telling people to goto access card team is no different then saying to go to Ellen. Neither of these places are the route to go.

[tomkarl]

I don't care for service committments from any company. However I have no choice with several companies including cell phone and DirecTV. I have also had lock-ins on DSL in the past.

What I do, anytime I agree to a service committment, is simply accept the fact that I can terminate any time I want to, and plan to pay the applicable termination fee. In other words, part of agreeing to a committment is accepting the fact that if I want to, or have to, quit early I am willing to pay the buyout cost. Do I like it? Not really. Do I do it? Yes. I have both cell service and DirecTV, and I have a committment on both. If it were necessary for me to bail (on either), I would not hesitate to do so, and pay the applicable fee involved.

If you absolutely can't have a contract, then don't get the service.

I have no issue whatsoever with the concept of having a service commitment. The last time I upgraded a receiver to get HD, I gladly extended my contract to enjoy the benefit of discounted equipment.

However, that was a decision I made at the time. I was informed of my contract being extended as a condition of the upgrade.

However, when D* tacks on two years for a newly activated receiver replaced under the Protection Plan, they are extending the contract when they shouldn't.

[raott]

If you absolutely can't have a contract, then don't get the service.

His issue is that his contract was unilaterally extended even after he was told it wouldn't be.

[WestDC]

I swear, in the space of 5 months, DTV has converted me from a faithful, 100% satisified customer into a livid, "I can't believe this is happening" customer.

Background - I had a H20-600, and was getting automated calls telling me to start a recall process because of the issues with H20-600s. Which I did, even though my -600 was working perfectly. This was October of last year.

I then received a H20-100 refurb which was defective, so I once again returned and received another refurb -100. This worked until about NYE 2008 where it started rebooting on its own several times a day, in addition to blanking all channels out...basically, no service.

So, since this was my 3rd receiver in 3 months, DTV told me I needed a service call (free of charge), which occured on 1-9-2009.

The guy arrived about 8PM on a Friday night 1-9-2009 where we got 8" of snow - my initial service call time was 8-12 AM that day - so I missed an entire day of work for absolutely nothing - no call to re-schedule, nothing. He was able to determine that both the 2nd -100 receiver was defective and my dish setup was fine...no issues. However, DTV would not issue another H20 of any type and told me I had no course but to take an H23 instead.

Knowing I needed the H20 to get locals OTA, this was not satisfactory, but since I had my PC hooked up to OTA, and had an XBox 360, I could still get the locals free of charge, so I did not order the locals thru DTV cause at the time they only had 3 of my locals in HD.

At the end of activating this H23, in the call resolution, knowing that when they activate brand new receivers 2 yr commitments are reset at that activation date, I asked the CSR that in this case, can she ensure that my 2 yr anniversary date would remain 9-7-2009, which I was told was yes, it is remaining 9-7-2009. Took down the name and everything...I have a whole page of notes indicating who I talked to, what the resolution was, etc.



I own a cabin. It is located on a bluff where there is no angle to put a dish in, but I do have DSL there, so I use Slingbox to receive DTV over the internet. So, I'm in the process of opening up my cabin this coming weekend, so I called DTV to activate the now 5 local channels covered by DTV in HD so I could still watch locals up at the cabin. In the resolution of this call this morning, I asked the CSR to confirm my 2 yr commit end date was still 9-7-2009. She stated it was now 1-9-2011.

Needless to say this was not what was told to me on 1-9 by the CSR, and I told them it needs to be changed back to 9-7-200 per my conversation with the CSR on 1-9-2009. She said they could not - I then asked to speak to supervisor, supervisor said she could not change this either, and my only recourse was to write DTV's escalation dept.


Words cannot describe how livid I am about this. How can a company allow this type of thing to happen? When the CSR confirms that it wasn't being reset, how can they legally get away with this, and how can they not grant supervisors the correct system clearances to change something like this in their systems? They're a supervisor, for crap's sake!

I know you guys don't like hearing about crap like this, dis-satisfied customers posting here. I read this forum daily, I follow the advise many have posted here to the letter, and it has always worked out in the end. I just am posting this to let you guys know what goes on nowadays with DTV in regards to issues like this. I am a 15 year loyal DTV customer, but the last 5 months, they have ruined all the goodwill I thought I had by being a 15 year customer.

Sir:
Send a polite email with this post attached ellen.filipiak@directv.com

And all will be well--Include a Phone number you can be reached at. "I feel your pain" all is not lost. Good luck :)

[desertbriez]

How/where did you check you committment end date online? I've never seen that option.

ditto..... i'd like to know where to check that online, too!

[Shades228]

His issue is that his contract was unilaterally extended even after he was told it wouldn't be.

The real issue would be if they tried to enforce that agreement upon cancelation. He hasn't canceled so he wouldn't know what the outcome would be.

I'm thinking that people assume that they get something more whether their account is under an agreement or not and that's the largest issue. Might not be but that's the only thing I can think of that would get someone upset over a date that means nothing if you want to keep your service.

[raott]

The real issue would be if they tried to enforce that agreement upon cancelation. He hasn't canceled so he wouldn't know what the outcome would be.

I'm thinking that people assume that they get something more whether their account is under an agreement or not and that's the largest issue. Might not be but that's the only thing I can think of that would get someone upset over a date that means nothing if you want to keep your service.

If you don't have an issue with a company unilaterally obligating you to a contract without your assent, I guess that is your perogative. It's not mine.

[TalladegaTommy]

Want my take on all this? i just recieved three free months of showtime for being a loyal customer.(never got jack from them before) D* is scared to death of AT&T u-verse. only 1 dvr needed, up to 4 recordings at a time, recordings can be viewed from any tv, no lag time between channel surfing, no loss of signal when it sprinkles outside, no 2yr commitment. time to back up the truck. you all know the saying. The big possum walks late

[bagdropper]

ditto..... i'd like to know where to check that online, too!

I am on the site, and for the life of me I cannot find it. It I swear used to be in the My Profile section, but I cannot find it. I hunted around, and the only thing I can think of that I was thinking was I went back into past invoices and found the initial charge beginning on 9-7-2007. This could be what I was thinking of, that I confimed that this was the true 2 year beginning date.

I apologize if this is what I thought was online confirmation of the date.

I also apologize for the commotion this has created...I am just so freaking frustrated about this. It may work out where I never lose my job and this is never an issue, blah blah blah...but dammit, I feel lied to in all this. I proactively asked, in every call to DTV in this whole mess, that my term end date remained 9-7-2009, and every time until today, it was 9-7-2009.

I'll update this if/when I get a response.

I had a perfectly fine working receiver...I can't stop getting over that fact.

[Shades228]

The system detected an activated receiver on the account. It's not like an agent put this on. Something happened and the system didn't recognize the swap. No one lied to you because no one put it on intentionally. It's not like you should have had an agreement because of this and someone said won't.

[tomkarl]

The system detected an activated receiver on the account. It's not like an agent put this on. Something happened and the system didn't recognize the swap. No one lied to you because no one put it on intentionally. It's not like you should have had an agreement because of this and someone said won't.

That's rich, blame "the system."

D* beams video from space to small little dishes attached to houses on earth. I'm pretty sure they could figure out how to keep "the system" from extending people's contracts.

[Upstream]

The real issue would be if they tried to enforce that agreement upon cancelation. He hasn't canceled so he wouldn't know what the outcome would be.

I'm thinking that people assume that they get something more whether their account is under an agreement or not and that's the largest issue. Might not be but that's the only thing I can think of that would get someone upset over a date that means nothing if you want to keep your service.


When I was a DirecTV customer, I was told I wasn't eligible for an upgrade promotion because the computer thought I was under a commitment which was erroneously extended.

Even though I had received written confirmation from Ellen Filipiak's office of my correct commitment date, the computer still listed the wrong date.

Even when I called to find out how to cancel DirecTV, they didn't offer me any discounts. When I actually cancelled, they offered me an HD-DVR for $100. When I cancelled anyway, they told me that I owe them over $300 in early termination fees. Good thing I had the email from Ellen Filipiak's office, which I sent back to challenge the ETF.




So I guess since they try to enforce a wrong commitment upon cancellation, a wrong commitment date is a real issue.

[Upstream]

D* beams video from space to small little dishes attached to houses on earth. I'm pretty sure they could figure out how to keep "the system" from extending people's contracts.


They could figure it out. They just don't want to figure it out.

It is easy to blame "the system" or "bad CSRs" for poor customer service. But if poor customer service continues unfixed, then management is really to blame.

[BKC]

That's rich, blame "the system."

D* beams video from space to small little dishes attached to houses on earth. I'm pretty sure they could figure out how to keep "the system" from extending people's contracts.

:gott:

[tomkarl]

I'm not wearing a tinfoil hat - really I'm not.

I'm not sure that this contract extension problem is by accident or because of a poor system design or poor CSRs.

It seems like it could be fixed. I just wonder if D* even wants to fix it. I would guess that the majority of people never even know they've had their contract incorrectly extended and just accept it.

This is only my opinion. I have no direct knowledge or proof that D* does this by design.

[Upstream]

tomkarl -- I agree with you. If DirecTV's management wanted to fix their customer service problems they would fix them.

[bagdropper]

I heard from Benjamin from DirecTV Customer Advocacy Team.

There is no systematic way to reverse the anniversary date in their system. The order for my replacement receiver was tagged as an upgrade (evidently all new receivers no matter what are tagged this way), which automatically resets every sub's account to a 2 year commit, period.

What he did do was note the account with information that would, if I cancelled after 9-7-2009, waive all cancellation fees between 9-8-2009 and 1-9-2011 by calling in to CS and request it. He also stated he would note in his calendar to call me around 9-7-2009 to see basically, how things are going (what a pal).

He said I would then, if the automated system billed me early term fees (he said it would), all I had to do is call in and they would take care of the bill.

He also said that if I change my service in any way, shape or form as far as getting a new receiver or replacing a defective receiver with a new receiver, that my current service charges would automatically go to what the current rates are for service (I'm a grandfathered Total Choice sub), plus reset the 2 year term. In other words, I'm stuck if this receiver dies on me or if I decide to change my subscription between now and 1-9-2011.


The guy was very professional, yet unweilding in what he was stating. His story never changed. He hammered at the fact I was not a replacement but an upgrade by definition of the terms of the customer agreement - it basically states that since I did not have a service plan, any receiver switch that amounts to me getting the newest receiver manufactured will always be an upgrade as it is for all people, no matter if the CSR explains that incorrect or not. Evidently the boiler plate language more or less absolves what amounts to any verbal info as being incorrect, the agreement takes over.



I guess I would say I'm satisfied up until 9-8-2009 - that's when, as he acknowledged, I would be in for another call to customer service if I were to cancel between then and 1-9-2011.

(I'm sitting here shaking my head as I hit submit reply - I really...don't feel very happy - though I more or less believe the guy did what he could, I feel like I've just been told to go ahead and leave DTV).

[BattleZone]

IIP - Access card does not handle this. Can they? Yes just like any other agent can if they do the research. Telling people to goto access card team is no different then saying to go to Ellen. Neither of these places are the route to go.

The two times I've called for such an issue, that's who I ended up being transferred to, and they were able to correct the problem.

If there's a better department to ask for, we'd all like to know. I hate giving out bad (or obsolete) information!

[Shades228]

Really any agent can do what the person was talking about as far as the resolution. However with the terminology that he said it seems to me that an upgrade was processed and not a service call.

Any agent can really look up to see if an agreement is invalid, or at least they have the tools, and can notate it as such. The ability to remove agreements is another matter.

The main reason I believe you were transfered to them would be if you were activating a receiver and it was to be owned not leased. That department handles the conversion of that since they're the only ones who can order access cards and thus setup owned receivers. The agreement from a leased receiver that should have been owned can be removed but they hand the swap and then will handle the agreement as well.

If you were sent there for other reasons it was just due to someone sending you there and not doing what should have been done.

[wingrider01]

Because to me if I'm not planning on disconnecting then it doesn't mean anything to me. It's something that I never pay attention to. If I had to cancel and it was invalid I would deal with it at that time. To me it's not something I would care about or get upset over because it really doesn't matter. Now to each their own but if you want to know why I think it's ok it's because to me it's not something to get upset over until it has an impact on me.


IIP - Access card does not handle this. Can they? Yes just like any other agent can if they do the research. Telling people to goto access card team is no different then saying to go to Ellen. Neither of these places are the route to go.

Funny, was able to get the access card department to fix the issue on my account and fix a problem that I was unaware of.

A month ago I had to replace a SD unit under the protection plan, the csr told me my commitment was extended and the new unit was leased (it replaced a owned unit) after finally getting through the chain of command from the csr - supervisor - manager - billing department I finally ended up at the access card department without requesting and and being transfered there by billing.

In short they removed the commitment extension, changed the new unit from leased to owned then after she reviewed the notes started talking to me about the HR2X box that replaced a HR10 under the protection plan - turned out that one was flagged wrong also - leased instead of owned, she fixed that issue also and that one was done back in June of 08, she also mentioned that first line csr's had no way of altering the leased/owned/commitment settings - not sure if that is true or not, just waht I was told by the nice lady in the accesses department.

Funny, I also deal with the business account csr's at Directv, dealing with them is a 1000 time easier job, can get things resolved correclty on the first call

[timmmaaayyy2003]

You know, I had forgotten the Access Card Department in my earlier post. They were just starting it right before I left, but they are the most experienced CSR's (along with retention) and usually have more ability to get things like this corrected.

The reason other CSR's can't fix these problems (and usually don't even know they can be fixed), is that DTV has had problems in the past with abuses from their CSR's. We were not allowed, for instance, to access our own account and it was even a rule violation to access the accounts of others on our team. We had to call in just like everyone else.

I would try, one last time, to call in and ask for the Access Card department. It sounds like the response you got was from someone in retention. I know that when I was there we handled problem resolution when call volume was low, but there was only so much we could do.

[BKC]

I heard from Benjamin from DirecTV Customer Advocacy Team.

There is no systematic way to reverse the anniversary date in their system. The order for my replacement receiver was tagged as an upgrade (evidently all new receivers no matter what are tagged this way), which automatically resets every sub's account to a 2 year commit, period.

What he did do was note the account with information that would, if I cancelled after 9-7-2009, waive all cancellation fees between 9-8-2009 and 1-9-2011 by calling in to CS and request it. He also stated he would note in his calendar to call me around 9-7-2009 to see basically, how things are going (what a pal).

He said I would then, if the automated system billed me early term fees (he said it would), all I had to do is call in and they would take care of the bill.

He also said that if I change my service in any way, shape or form as far as getting a new receiver or replacing a defective receiver with a new receiver, that my current service charges would automatically go to what the current rates are for service (I'm a grandfathered Total Choice sub), plus reset the 2 year term. In other words, I'm stuck if this receiver dies on me or if I decide to change my subscription between now and 1-9-2011.


The guy was very professional, yet unweilding in what he was stating. His story never changed. He hammered at the fact I was not a replacement but an upgrade by definition of the terms of the customer agreement - it basically states that since I did not have a service plan, any receiver switch that amounts to me getting the newest receiver manufactured will always be an upgrade as it is for all people, no matter if the CSR explains that incorrect or not. Evidently the boiler plate language more or less absolves what amounts to any verbal info as being incorrect, the agreement takes over.



I guess I would say I'm satisfied up until 9-8-2009 - that's when, as he acknowledged, I would be in for another call to customer service if I were to cancel between then and 1-9-2011.

(I'm sitting here shaking my head as I hit submit reply - I really...don't feel very happy - though I more or less believe the guy did what he could, I feel like I've just been told to go ahead and leave DTV).

If this was by email, you better save the email because I guarantee you if you had to cancel you would hear "There is nothing noted on your account" If this wasn't done with email..... http://www.speedinfinity.net/forums/Smileys/default/candle.gif

[BattleScott]

If this was by email, you better save the email because I guarantee you if you had to cancel you would hear "There is nothing noted on your account" If this wasn't done with email..... http://www.speedinfinity.net/forums/Smileys/default/candle.gif

Also, if you are paying the bill automatically, make sure to remove the auto-pay before cancelling.

[coldsteel]

Also, if you are paying the bill automatically, make sure to remove the auto-pay before cancelling.


problem is, that card's still in the system for ETFs.

[Shades228]

Funny, was able to get the access card department to fix the issue on my account and fix a problem that I was unaware of.

A month ago I had to replace a SD unit under the protection plan, the csr told me my commitment was extended and the new unit was leased (it replaced a owned unit) after finally getting through the chain of command from the csr - supervisor - manager - billing department I finally ended up at the access card department without requesting and and being transfered there by billing.

In short they removed the commitment extension, changed the new unit from leased to owned then after she reviewed the notes started talking to me about the HR2X box that replaced a HR10 under the protection plan - turned out that one was flagged wrong also - leased instead of owned, she fixed that issue also and that one was done back in June of 08, she also mentioned that first line csr's had no way of altering the leased/owned/commitment settings - not sure if that is true or not, just waht I was told by the nice lady in the accesses department.

Funny, I also deal with the business account csr's at Directv, dealing with them is a 1000 time easier job, can get things resolved correclty on the first call


I'm pretty sure that's what I said access card team does. They handle when receivers are activated as leased instead of owned and they take care of the agreement for that specific instance.

Commercial accounts aren't even a close comparison to a regular account due to the way it's setup and the smaller amount of accounts.

[BattleScott]

problem is, that card's still in the system for ETFs.

Once you've removed authorization for automatic payments, you can have the bank or cc company place a transaction stop in place.

[BKC]

Or cancel the card.