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>>> DirecTV does NOT promise any specific model of receiver! <<<

Discussion in 'DIRECTV General Discussion' started by BattleZone, Apr 12, 2011.

  1. bobcamp1

    bobcamp1 Icon

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    If the customer doesn't like the DVR the installer provides, he gets hit with a $480 ETF. Choosing to switch to a different service at that point is more difficult than you think. Unless you don't think $480 is a large amount of money, in which case I'll PM you my name so you can write me a $480 check. :D

    In the very next post, you claim that we shouldn't screw the installers. So we're not supposed to complain before he leaves, and it costs a lot of money to complain after he leaves.

    Finally, some D* CSRs will promise you a specific model or allude to a specific model (i.e. 500 GB hard drive). That's legally binding. If the installer shows up with a different DVR, that's a problem between him, D*, and whomever else is involved. But not you. It's well within your rights to refuse service at that point. Yo're not screwing the installer -- D* did. You're just delivering the bad news.
     
  2. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

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    Winters,...
    There're tons of differences between a VW and a Ferrari besides price.

    Simply, your analogy is off. I see your point, though.
     
  3. ndole

    ndole Problem Solver

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    Turning down an installation when the tech arrives is the customer's choice. That's fine. BUT do it when he gets there. NOT after the installation is done and the IRD's come off the truck. That's f****** the installer. And there's no excuse for that, from D* or the (supposedly educated) customer.
     
  4. RunnerFL

    RunnerFL Well-Known Member

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    !rolling

    No it's not... Find any real lawyer, not an ambulance chaser, and ask him or her and they'll laugh at you.
     
  5. Shades228

    Shades228 DaBears

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    He can save a call and just read the customer agreement:

    The bolded part is legalise for "Just because an employee told you something it doesn't mean it's true or we have to do it."
     
  6. Rich

    Rich DBSTalk Club DBSTalk Club

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    I'll stand by my statement. I have no problem getting what I want. The how and why, I don't want to share on the open forum.

    Rich
     
  7. wingrider01

    wingrider01 Hall Of Fame

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    and in the majority of the cases it is by the customer who turns them away becasue they don't ave the equipment on the truck that they think they have a god given right to get.:nono::nono2:
     
  8. ndole

    ndole Problem Solver

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    Whatever. Tough guy :rolleyes:

    Crying like a little girl to get what you want is pretty petulant.
     
  9. Rich

    Rich DBSTalk Club DBSTalk Club

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    You could have just PM'd me and I'd have explained. No reason to get nasty.
     
  10. dirtyblueshirt

    dirtyblueshirt Under Suspicion

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    <falsetto>Draaaaa-maaaaa!</falsetto> :grin:
     
  11. ndole

    ndole Problem Solver

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    Not nasty. I just don't think "How to throw a tantrum to Case Mgt 101" is PM worthy. Or any sort of huge secret ;)
     
  12. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    That's enough bickering. Take it to PM or let it go.

    :backtotop

    Mike
     
  13. bobcamp1

    bobcamp1 Icon

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    Nov 8, 2007
    I have ... and he said the customer service agreement is wrong, and that verbal agreements with a CSR are legally binding. (trust me on this). However, getting them enforced in court is extremely difficult unless someone is recording the conversation or unless it is followed up with a written agreement. We know D* records it (subpoena them to get a copy), and I record it as well as I live in a one-party state. Of course DirecTV put that "CSRs can't promise you anything" clause in there, but if they replaced it with "early termination results in you giving up your first-born to DirecTV", and you signed it, that part of the agreement is not legally binding either because it violates state law. (Actually, new customers don't sign anything until after the installation, so the clause in the written agreement isn't binding until then.)

    For those D* fanboys out there, I can switch the scenario. When I recently called to order a DVR, the CSR reviewed the order and told me to state very clearly, yes or no, if I agreed. Obviously D* was treating that as a binding verbal agreement. Then it went to a third-party company, who did the exact same thing. D* can't have it both ways. If I change my mind after I hang up but before the installer leaves, D* can still charge me any non-refundable fees.

    I agree that you should definitely confirm with the installer before he shows up, or when he first shows up, to confirm what the CSR said. We know that a regular CSR can't order specific equipment despite what they agree to, but the installers are generally nice and will try to give you what you want anyway.
     
  14. wingrider01

    wingrider01 Hall Of Fame

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    Sorry no a CSR comment is NOT legally binding, no CSR has the authority to override a corporate policy without written authorization. I have run a couple of the larger support centers for companies and this is standard policy
     
  15. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

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    Winters,...
    Sorry: Facts and real life experience have no place in this thread!!! Please mind your manners!*
    .
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    :D
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    ..
    * Just in case there's any possibility of misunderstanding, I do thank you for your post, and my comment is meant to evoke at least a wan smile....:sure:
     
  16. Jun 2, 2011 #216 of 250
    egakagoc2xi

    egakagoc2xi Cool Member

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    I agree is stupid, the user should be able to decide what reciever he wants. He's paying for it.
     
  17. Jun 2, 2011 #217 of 250
    Shades228

    Shades228 DaBears

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    You can just don't order it from DIRECTV order it from an online retailer.
     
  18. Jun 3, 2011 #218 of 250
    bobcamp1

    bobcamp1 Icon

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    I'm not talking about standard corporate policy, I'm talking about the law and the court system.

    If a CSR, where the "R" stand for "representative" FYI, promises you something reasonable and within the realm of the company, AND YOU HAVE IT RECORDED, and there is no written agreement, it's generally binding. I have been through this with my TWC lawsuit (very long story). It does not apply to 99.99% of the phone calls, as they are not recorded and D* has the customer later sign a written agreement.
     
  19. Jun 3, 2011 #219 of 250
    wingrider01

    wingrider01 Hall Of Fame

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    You are incorrect..companies document who can make binding promises and who cannot, does not matter what you think - policy at the support centers I ran was telephone reps have no authority to alter documented proceedures and policies - if they did they where no longer employeed after the 1st warning.

    Contrary to what you believe there IS a written agreement, you can request a copy or look it up on the website.

    You have no idea how many calls are records, I can definately state that at the companies where we ran the call center ALL the calls and live chat sessions where recorded, if a complaint came in on a call or a "rep promise" was claimed, their quad supervisor pulled the call / chat records and forwarded it to investigation, if it was found that the rep overstepped their bounds or where rude to the the caller they where given a written warning - 1 only, second one they where terminated, corporate policy for dealing withthe customer was posted in each cube, it was required reading - violation of the policy gets 1 warning, second is termination.

    It is well documented in corporate policies who can alter them or make promises that are contrary to what the policy states - dn;t think even a ambulance chaser would take on that case with out a hefty non-refundable deposit from the complaining party, not sure crass action suit sharks would look at those either - although the dollar amount that sharks will make in the end might just entice them
     
  20. Jun 4, 2011 #220 of 250
    Rich

    Rich DBSTalk Club DBSTalk Club

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    I'd love to hear that story, either by PM or on the open forum. The last time I talked to my lawyer about D* and their practices (back in the bad times in late '06) he told me that I'd be "tilting at windmills" again and wasting his time and my money. I did see a couple other lawyers at that time and they were willing to go to court about the issues I presented on a contingency basis, but I never followed thru and got all the issues resolved a year or so later. But I'd really like to hear your story. Seriously.

    Rich
     

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