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Guest Message by DevFuse

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Please give me some good reasons to stay with Directv


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91 replies to this topic

#1 OFFLINE   priester68

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Posted 05 May 2009 - 04:53 PM

Strong storm came through and blew a tree over that took my dish out. All wiring is fine. Just need a new dish mounted. Called Directv first thing because I knew the wait would be long if I waited. The CSR tried to charge us $75 to replace the dish. I told her no way and that I would cancel. Then she told me there would be some other fee if I did. I got so mad I just hung up and called Dish Network. Never signed up for service just talked about pricing. I love Directv and have never had any problems in 10 years until now. I don't want to leave Directv but I won't be treated like that from a CSR. By the way there was an empty house down the street I took a dish off of and now my service is back on. Suck on that CSR!!!!!

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#2 OFFLINE   pfp

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Posted 05 May 2009 - 04:55 PM

"I love Directv and have never had any problems in 10 years"
I do, I offer a complete and utter retraction. The imputation was totally without basis in fact, and was in no way fair comment, and was motivated purely by malice, and I deeply regret any distress that my comments may have caused you, or your family, and I hereby undertake not to repeat any such slander at any time in the future.

#3 OFFLINE   tcusta00

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Posted 05 May 2009 - 04:58 PM

An act of God took out your dish - if you had the protection plan you wouldn't have to pay for it, but since it's clear you don't then you'll have to pay. The CSR was probably trying to offer to sign you up for the protection plan and lower your upfront cost to replace the dish while you were hanging up on him/her.

If you're happy with DirecTV in general I'd suggest making a calm decision based on your experience overall, not the fact that you didn't have insurance (protection plan) to cover the loss.

Stealing (or borrowing) the neighbor's dish is probably not something you want to advertise on the internet, as anonymous as you may think it is.

#4 OFFLINE   hasan

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Posted 05 May 2009 - 05:01 PM

Strong storm came through and blew a tree over that took my dish out. All wiring is fine. Just need a new dish mounted. Called Directv first thing because I knew the wait would be long if I waited. The CSR tried to charge us $75 to replace the dish. I told her no way and that I would cancel. Then she told me there would be some other fee if I did. I got so mad I just hung up and called Dish Network. Never signed up for service just talked about pricing. I love Directv and have never had any problems in 10 years until now. I don't want to leave Directv but I won't be treated like that from a CSR. By the way there was an empty house down the street I took a dish off of and now my service is back on. Suck on that CSR!!!!!


If you are under a 2 year contract and you cancel early there is an Early Termination Fee. I'm not sure if the Protection Plan covers a tree hitting a dish, but it might. In which case having the PP would have been well worth it.

Why do you think your dish should be replaced at D*'s expense? They have to pay for the dish and the tech's labor/parts, etc. Just what was it that you wanted them to do...that wasn't clear from your post.
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#5 OFFLINE   syphix

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Posted 05 May 2009 - 05:22 PM

I thought those "house calls" were reduced to $50...

no?
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#6 OFFLINE   RunnerFL

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Posted 05 May 2009 - 05:25 PM

Strong storm came through and blew a tree over that took my dish out. All wiring is fine. Just need a new dish mounted. Called Directv first thing because I knew the wait would be long if I waited. The CSR tried to charge us $75 to replace the dish. I told her no way and that I would cancel. Then she told me there would be some other fee if I did. I got so mad I just hung up and called Dish Network. Never signed up for service just talked about pricing. I love Directv and have never had any problems in 10 years until now. I don't want to leave Directv but I won't be treated like that from a CSR. By the way there was an empty house down the street I took a dish off of and now my service is back on. Suck on that CSR!!!!!


Your homeowner's insurance, or renter's insurance, should cover the dish being damaged by a falling tree.
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#7 OFFLINE   dodge boy

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Posted 05 May 2009 - 05:29 PM

Your homeowner's insurance, or renter's insurance, should cover the dish being damaged by a falling tree.


I bet any deductible would be more than a measly $75.00.

#8 OFFLINE   priester68

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Posted 05 May 2009 - 05:34 PM

I thought that as I'm locked into a contract that they would have no problem replacing only the dish even though I have no protection plan. I would understand if my boxes went dead but not the dish. And the dish I got came off a house that has been empty for 6 years or more and should be leveled because its so run down.

Sorry to come across like an a-hole. The lady just struck me the wrong way. With a tree on my house and no power for 3 days I didn't want to hear about any fees. Lesson learned here. I'm signing up for protection plan right now. Thanks guys.

#9 OFFLINE   say-what

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Posted 05 May 2009 - 07:03 PM

You only get the 1st dish free. If you don't have the protection plan, then you pay for a replacement.

BTW, $75 is cheaper than you'd pay for a dish if you bought one yourself.

#10 OFFLINE   joshjr

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Posted 05 May 2009 - 07:07 PM

You only get the 1st dish free. If you don't have the protection plan, then you pay for a replacement.

BTW, $75 is cheaper than you'd pay for a dish if you bought one yourself.


Actually they are on Ebay cheaper right now. I see one for $38 another for $68 free shipping.

#11 OFFLINE   tsduke

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Posted 05 May 2009 - 07:27 PM

For $75 they basically would be giving you the dish for free, but they still have to pay someone to install it.

#12 OFFLINE   dpeters11

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Posted 05 May 2009 - 07:50 PM

Why do you think your dish should be replaced at D*'s expense? They have to pay for the dish and the tech's labor/parts, etc. Just what was it that you wanted them to do...that wasn't clear from your post.


One way to look at is if you move, they'll install a dish at the new house for free, and even give you three months of premiums. But if the dish is damaged and you need it replaced, it's $75.

#13 OFFLINE   Newshawk

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Posted 05 May 2009 - 08:53 PM

I bet any deductible would be more than a measly $75.00.


True, but if there is other damage (and with a tree on his roof, I'd wager there is-I only had some limbs drop on mine form an ice storm in 2007 and got a $400 repair bill) you can throw in the cost of the service call on the claim.

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#14 OFFLINE   Tom Servo

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Posted 05 May 2009 - 09:09 PM

Can't say I blame the thread-starter for being upset at the cost of a dish simply because of all the freebie offers that Dish and DirecTV have thrown out over the years. It makes it seem as if the equipment cost nobody nothing. (Yay double negatives!)

The way the CSRs operate I'm surprised they didn't offer to give the OP a free new dish for extending the contract another two years. :lol:

#15 OFFLINE   Jeremy W

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Posted 05 May 2009 - 09:24 PM

Why do you think your dish should be replaced at D*'s expense?

Because they want to keep receiving $75+ from me every month. That's been my position all along, and it has worked out. I can understand why DirecTV would want to charge, but I always refuse to pay for anything. If they value my business, they'll do it for free. And they always have.

#16 OFFLINE   btarheel646

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Posted 05 May 2009 - 09:39 PM

Look I'm as cheap as anyone, but 75 bucks for a new dish and having it connected seems reasonable. I'm sorry for the situation you are in with the storm and all, but that doesn't seem bad. Hell, I just spent 75 dollars on mulch that doesn't do anything but sit in the flower beds. It doesn't provide me baseball, or football or movies and will have to be redone next year anyway.

#17 OFFLINE   RunnerFL

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Posted 05 May 2009 - 09:44 PM

I bet any deductible would be more than a measly $75.00.


Yeah, but if there was any other damage (and it sounds like there was) then it could all be lumped into one claim.
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#18 OFFLINE   CCarncross

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Posted 06 May 2009 - 09:45 AM

Some of the atitudes here are truly sad. No wonder most of the rest of the world thinks we're the scum of the earth, I'm beginning to agree with them. If a tree falls on my dish, its not D*'s responsibility to replace it free of charge, if a receiver breaks and I have chosen not to have the PP, then I pay the S&H. I am sure glad some of you don't live in my neighborhood.

#19 OFFLINE   WestDC

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Posted 06 May 2009 - 09:59 AM

Strong storm came through and blew a tree over that took my dish out. All wiring is fine. Just need a new dish mounted. Called Directv first thing because I knew the wait would be long if I waited. The CSR tried to charge us $75 to replace the dish. I told her no way and that I would cancel. Then she told me there would be some other fee if I did. I got so mad I just hung up and called Dish Network. Never signed up for service just talked about pricing. I love Directv and have never had any problems in 10 years until now. I don't want to leave Directv but I won't be treated like that from a CSR. By the way there was an empty house down the street I took a dish off of and now my service is back on. Suck on that CSR!!!!!


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#20 OFFLINE   Ken S

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Posted 06 May 2009 - 10:07 AM

An act of God took out your dish - if you had the protection plan you wouldn't have to pay for it, but since it's clear you don't then you'll have to pay. The CSR was probably trying to offer to sign you up for the protection plan and lower your upfront cost to replace the dish while you were hanging up on him/her.

If you're happy with DirecTV in general I'd suggest making a calm decision based on your experience overall, not the fact that you didn't have insurance (protection plan) to cover the loss.

Stealing (or borrowing) the neighbor's dish is probably not something you want to advertise on the internet, as anonymous as you may think it is.


Acts of God are expressly stated as exemptions to the Protection Plan. You really should read the Protection Plan before making statements like that.

http://www.directv.c...contract_v4.pdf

What is Not Covered: (1) Incidental or consequential damages; (2)
Intentional acts or criminal acts by you, damage from accident, abuse,
misuse, introduction of foreign objects into the product, unauthorized
product modifications or alterations, failure to follow the
manufacturer's instructions, third-party actions (fire, collision,
vandalism, loss, theft, etc.); (3) Accessories, including antennas; (4)
Preventative maintenance; (5) Damage which is not reported within
thirty (30) days after expiration of this Plan; (6) Damage to
commercially-used products (unless this Plan has been specifically
endorsed to cover commercial use); (7) External signal interference;
(8) Pre-existing conditions or problems; (9) Repairs associated with
incomplete or unsuccessful installation; (10) Any satellite dish or other
equipment made specifically for or permanently attached to
automobiles, recreational vehicles, including without limitation
watercraft, aircraft, or mobile homes; (11) Television/receiver
combinations where the repair or replacement is needed directly on the
combo unit; (12) Components and wiring related to the computer
service for integrated Broadband products such as Direcway and
DirecPC; (13) DIRECTV portable devices; (14) Satellite dishes mounted
to structures or objects that are not man-made and stationary; (15) any
failures, or parts and/or labor costs incurred as a result of a
manufacturers recall; (16) “Acts of God”.




To the OP, you really got DirecTV by stealing someone else's property. Nice move...That's a great way to treat people. Do you think you would be upset if someone had a flat tire and took one of your's because they were upset Michelin didn't give them a new one for free?

Edited by Ken S, 06 May 2009 - 10:15 AM.


#21 OFFLINE   Ira Lacher

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Posted 06 May 2009 - 10:17 AM

Priester, I would mull it a for a time to cool off. Then I would recommend you calling DIRECTV and tell them what happened. Understand that you may have to speak with a number of people to get satisfaction but that you and they will reach a compromise because you both have the same goal: remaining a DIRECTV customer.

Mention this to the person you speak with. Explain that you have been very happy with the service, but that replacing the dish could be costlier than switching. So it's in both your best interests to arrive at a decision that's agreeable to both of you.

If you still get need to, speak with a supervisor. Let the person know a CSR treated you rudely. Repeat your litany of woe. Ask the person to imagine how he/she would feel and how you're relying on their expertise to help.

If you STILL get nowhere, email DIRECTV at this link. Include your phone number. Someone WILL get back to you, and they WILL work with you to reach a compromise that will work.

I am not a DIRECTV employee, and I have subscribed for only a year and a half. But I am very impressed with their level of customer service once you get past the initial level. Good luck!
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#22 OFFLINE   Stuart Sweet

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Posted 06 May 2009 - 10:23 AM

By the way there was an empty house down the street I took a dish off of and now my service is back on. Suck on that CSR!!!!!


Sir, may I ask if I have this straight?

You have posted on a public forum that you've committed larceny. You even post your zip code in your user information. If I may suggest, $75 is not going to cover your court costs if you're found. Perhaps a bit of discretion might be a good idea.
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#23 OFFLINE   Shades228

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Posted 06 May 2009 - 10:36 AM

Priester, I would mull it a for a time to cool off. Then I would recommend you calling DIRECTV and tell them what happened. Understand that you may have to speak with a number of people to get satisfaction but that you and they will reach a compromise because you both have the same goal: remaining a DIRECTV customer.

Mention this to the person you speak with. Explain that you have been very happy with the service, but that replacing the dish could be costlier than switching. So it's in both your best interests to arrive at a decision that's agreeable to both of you.

If you still get need to, speak with a supervisor. Let the person know a CSR treated you rudely. Repeat your litany of woe. Ask the person to imagine how he/she would feel and how you're relying on their expertise to help.

If you STILL get nowhere, email DIRECTV at this link. Include your phone number. Someone WILL get back to you, and they WILL work with you to reach a compromise that will work.

I am not a DIRECTV employee, and I have subscribed for only a year and a half. But I am very impressed with their level of customer service once you get past the initial level. Good luck!


Why does good customer service result in not having to pay a company what they charge for something? Given the OP's statement that he wasn't in the mood to hear about fees I'm sure that the conversation probably wasn't a good one on both sides. He never said that the CSR was rude he just said that he wasn't going to pay and wanted to cancel. The CSR told him there would be a fee and he hung up. While his situation is unfortunate and I'm sure anyone in his situation would be upset I don't see how this is a customer service issue. The price seems to be a dish upgrade $49 plus 19.95 as it would need to be replaced.


As far as the resolution the OP took I highly doubt anyone will agree it was a good one. You didn't do anything to DirecTV you did something to the owner of that home.

#24 OFFLINE   bonscott87

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Posted 06 May 2009 - 01:14 PM

What's funny (to me) is that if a tree took out my dish the last thing I would be thinking of is calling DirecTV to have them replace it and expecting it to be free. Seriously. I'd be ordering a new one from Solid Signal ASAP. Oh well....

#25 OFFLINE   Araxen

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Posted 06 May 2009 - 03:14 PM

I have the protection plan and Directv wouldn't realign my dish even though I had the protection plan so I got stuck paying money having them fix it. They said "Acts of God" weren't covered.
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