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Does everyone have problems credits and refunds?

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56 replies to this topic

#26 OFFLINE   gitarzan

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Posted 24 August 2010 - 08:21 PM

8 weeks is a bit ridiculous...


8 weeks, if I let this play out with what the last CSR told me it will take 11-13 weeks. It has been 5+ weeks to get a credit issued and I was told last week and additional 6-8 weeks for a refund check. I think I will just wait now and see what happens.

As far as mistakes for new usres. It sure looks like it is intentially made so that new users could easily accidentially make purchases. Channel down a couple of channels below 200 and you have $10.95 pay per view movies. Press select and you have the option to 'buy now', 'record it' or 'showings'. Why not have a 'back' or 'exit' option as a selection. The 'exit' button on the remote does not work at that point. It is not at all obvious especially when you get a remote that gets sluggish. Then you might acceidentally make the purchase and then be too embarassed to call and ask for a refund. I saw my 77 yr old father getting stuck on pay channels the first few hours he had his system and I had to help him.
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#27 OFFLINE   TBlazer07

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Posted 24 August 2010 - 10:17 PM

Of course I understand they have the "right" to charge me, I'm just saying it's a poor business decision. I went from a very satisfied customer a few weeks ago, to one that will not be recommending them to any of my friends. They would be way smarter to keep their new customers happy.

On another note, I ordered a network card from them, but when it arrived, it only had 1 network connection and I need at least 2 to hook up my AVR and BD player. I called before installing it and asked to send it back. I was told it was non refundable. Again, I guess they have the right to be that way, but it's a poor example of customer service. Even though I was pretty sure I'd lose the argument, I disputed it with my credit card company. Well, I just got my new montly bill from D* and there was a $91 programming adjustment. When I called, I was told that it was applied because I disputed the credit card payment. I just got off the phone with my credit card company and they seemed pretty sure that that is not legal. They are supposed to dispute the credit card charge in good faith. They can't arbitrarily apply charges that are not part of my initial contract.

Do you folks really think I'm being too hard on them? They just seem really uninterested in keeping customers happy. I have a small business, and I would never treat my customers this way.

In any event; I went from a customer that was enthusiastically raving about them, to one who will steer my friends away from using D*, even though I still love the programming I get from them.


Make sure you tell your friends "YOU screwed up" and they wouldn't refund you for YOUR error when you tell them of your bad experience.

This story is true (not an analogy) it happened to me dozens of times over our 25+ years in the retail business. A customer would come in to one of our stores with (in one example) something she burned with an iron while preparing it to be installed. She said knew she used too hot a steam iron but it was simply an accident because her iron overheated (or she didn't turn on the steam) although the product said to NOT use an iron but to use a steamer. We refused to refund her $75 and she started yelling that she was going to tell all her friends never to shop in our stores because we wouldn't refund her money. Our answer to that was always the same. "We understand your reluctance to want to shop here and tell your friends about your experience but please make sure when you tell them we wouldn't refund your money you tell them that it was because you ruined the item by not following directions on the box."

You seem to have an awful lot of "newbie cockpit errors or misunderstandings." 5x PPV's in error, wrong network card. At what point should they say .... enough? At what point would it be time to take responsibility for your own errors and simply say "I screwed up" ? 7 days, 14 days, 30 days, 1 year?

#28 OFFLINE   TBlazer07

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Posted 24 August 2010 - 10:20 PM

I'm more sympathetic to Av8r. An unoffical thirty day grace period could go a long ways toward building customer loyalty. You'd have to leave it up to CSRs to make sure this policy wasn't being abused but as an old retailer, I instantly knew the difference between a customer screw-up and someone trying to cheat me.

It goes back to my favorite salesman's phrase: You can kill the calf once. You can fleece a sheep many times.

:D


OK, so in the first 30 days if someone watches 10 different PPV's 4 times each because they couldn't read or didn't understand that it was only good for 24hrs or it clearly said "you will be charged $5" each time they watched it they should be credited the $125?

#29 OFFLINE   TBlazer07

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Posted 24 August 2010 - 10:24 PM

8 weeks, if I let this play out with what the last CSR told me it will take 11-13 weeks. It has been 5+ weeks to get a credit issued and I was told last week and additional 6-8 weeks for a refund check. I think I will just wait now and see what happens.

As far as mistakes for new usres. It sure looks like it is intentially made so that new users could easily accidentially make purchases. Channel down a couple of channels below 200 and you have $10.95 pay per view movies. Press select and you have the option to 'buy now', 'record it' or 'showings'. Why not have a 'back' or 'exit' option as a selection. The 'exit' button on the remote does not work at that point. It is not at all obvious especially when you get a remote that gets sluggish. Then you might acceidentally make the purchase and then be too embarassed to call and ask for a refund. I saw my 77 yr old father getting stuck on pay channels the first few hours he had his system and I had to help him.


You do have an exit option. It's the "EXIT" button on your remote. Just press it. Also it tells you AT LEAST twice you will be charged BEFORE you finally get charged. I really don't understand the confusion.

#30 OFFLINE   Carl Spock

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Posted 25 August 2010 - 04:56 AM

I'm more sympathetic to Av8r. An unoffical thirty day grace period could go a long ways toward building customer loyalty. You'd have to leave it up to CSRs to make sure this policy wasn't being abused but as an old retailer, I instantly knew the difference between a customer screw-up and someone trying to cheat me.

OK, so in the first 30 days if someone watches 10 different PPV's 4 times each because they couldn't read or didn't understand that it was only good for 24hrs or it clearly said "you will be charged $5" each time they watched it they should be credited the $125?

I think that falls pretty obviously under the "someone trying to cheat me" provision.
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#31 OFFLINE   Rich

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Posted 25 August 2010 - 08:18 AM

It is amazing . . I am a new customer and had about 10 different credits or rebates . .they got each one right . . they did as promised . . which is hard to do for a brand new account


Well, if you're gonna have one department that works correctly, it should be the accounting department. They seem to have that down quite well.

Rich

#32 OFFLINE   Rich

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Posted 25 August 2010 - 08:25 AM

Do you folks really think I'm being too hard on them? They just seem really uninterested in keeping customers happy. I have a small business, and I would never treat my customers this way.


Yes. Have patience and you'll change your mind about the way they do business. I have a hard time figuring out exactly how they try to satisfy customers. The BBB is convinced that they don't care about customers at all. I've been treated very well, for the most part, by them and never had the kind of problems you've had. My problems have been more mechanical than financial. Takes patience.

In any event; I went from a customer that was enthusiastically raving about them, to one who will steer my friends away from using D*, even though I still love the programming I get from them.


I wouldn't recommend any other provider. If I did, I'd be with that provider.

Rich

#33 OFFLINE   ThomasM

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Posted 26 August 2010 - 05:39 PM

Getting your bill correct does seem to be an adventure. It wasn't for me when I subscribed 10 years ago, but then it was run by Hughes and there were no such things as "new customer discounts" or "leased equipment" (or commitments ;) ).

I fell for a $25 discount for adding Starz! not too long ago. You had to jump through hoops to get it, which I did but I never got the $25. You had to print out a coupon on the web then send it in with your next bill. Nothing happened. I actually called Starz! and they told me I should have gotten the credit. Finally I blew a gasket and demanded my $25 from DirecTV and grudgingly got it. A month later, I canceled Starz! and will NEVER subscribe to any premium channel again or fall for any of these so-called "rebates".

3LNB Phase III Dish * 2-R15-300 * R22-200 * D12-100 * DirecTV Subscriber since Y2K


#34 OFFLINE   mitchflorida

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Posted 26 August 2010 - 08:24 PM

Starz makes you wait two months to submit your rebate, and takes another two months to give it to you. The whole process is about four months.

#35 OFFLINE   gitarzan

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Posted 27 August 2010 - 04:23 PM

The CSR supervisior I spoke with 7 days ago did not contact me back within 72 hours as promised. I called back in and talked to level one support again. Again said I would have to wait another 6-8 weeks for my receiver refund. Since he only handled reconnections he transferred me to billing. The billing person was nice but her computer wasn't working. I waited about 20 minutes and told her I would call back later.

Review....receiver was returned on June 20, received on June 26, charged me $265 on July 13, DirecTV sent me a letter on July 30 that a credit would be applied to my account in 5-7 days, now being told another 6-8 weeks (from August 20th) for my $265 refund that I shouldn't have been charged for to begin with.
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#36 OFFLINE   ThomasM

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Posted 27 August 2010 - 05:52 PM

Starz makes you wait two months to submit your rebate, and takes another two months to give it to you. The whole process is about four months.


I waited six months before my patience ended.

3LNB Phase III Dish * 2-R15-300 * R22-200 * D12-100 * DirecTV Subscriber since Y2K


#37 OFFLINE   gitarzan

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Posted 02 September 2010 - 03:58 PM

I wrote DirecTV again today asking about my refund. I reiterated that they have no right or justification to hold my $265 for up to 11-13 weeks.

This was the response...



Thanks for writing.

I completely understand your concern about your refund request for the Non-Return Fee of $250.

I see you have a total credit balance of $265, note that this will be refunded to your card within 6 to 8 weeks from the date of the last financial transaction on the account which is 7/31. I know it takes time, rest assured that we will be refunding your account accordingly.
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#38 OFFLINE   Carl Spock

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Posted 03 September 2010 - 01:20 PM

^ Nice letter. :grin: ;)

Since getting mad got you nowhere, I guess the old Grateful Dead lyric comes into play:

Nine mile skid on a ten mile ride
Hot as a pistol but cool inside
Cat on a tin roof
Dogs in a pile
Nothing left to do but
Smile, smile, smile.

- He's Gone, lyrics by Robert Hunter


And this song is about losing hundreds of thousands of dollars, stolen by one of the band member's father. If they can cop this attitude over that bad of a situation, what's a few weeks to wait to get reimbursed?
Of course, back in 1971 smoking all that pot helped. Posted Image

!Devil_lol ;)

But the reason for my post was I was supposed to get a $49.95 customer loyalty credit to offset a service call I needed in August to re-aim my dish. It didn't show up on my bill this month. I called and the first CSR I got understood the problem, found notes that said I was due the credit and applied it to my next month's bill. It took maybe 10 minutes from when I first dialed until I hung up. An hour later I checked my account online and there was the credit, plus tax. Yes, it should have all happened in August and without my calling but it was easy enough to resolve this way. Sometimes the system works sort of like it should.

:sunsmile:
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#39 OFFLINE   Rich

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Posted 03 September 2010 - 06:16 PM

^ Nice letter. :grin: ;)

Since getting mad got you nowhere, I guess the old Grateful Dead lyric comes into play:

Nine mile skid on a ten mile ride
Hot as a pistol but cool inside
Cat on a tin roof
Dogs in a pile
Nothing left to do but
Smile, smile, smile.

- He's Gone, lyrics by Robert Hunter


And this song is about losing hundreds of thousands of dollars, stolen by one of the band member's father. If they can cop this attitude over that bad of a situation, what's a few weeks to wait to get reimbursed?
Of course, back in 1971 smoking all that pot helped. Posted Image

!Devil_lol ;)

But the reason for my post was I was supposed to get a $49.95 customer loyalty credit to offset a service call I needed in August to re-aim my dish. It didn't show up on my bill this month. I called and the first CSR I got understood the problem, found notes that said I was due the credit and applied it to my next month's bill. It took maybe 10 minutes from when I first dialed until I hung up. An hour later I checked my account online and there was the credit, plus tax. Yes, it should have all happened in August and without my calling but it was easy enough to resolve this way. Sometimes the system works sort of like it should.

:sunsmile:


Ah, 1971. Another year I don't remember. Matter of fact, the whole decade... :lol:

Rich

#40 OFFLINE   davel

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Posted 07 September 2010 - 05:04 PM

Is it just me or does everyone have these kinds of problems?

New account activated recently. First bill I was charged $10 twice for HD service. I called and had it resolved on my second bill. No big deal.

My father signed up a month later and got his first bill this week. He was also charged twice for HD access.


Ditto for me! Except I had to call twice for the credit. I told them that my time was not free for correcting their mistake not once but twice and was owed something for my time much the same as if I don't pay my bill late fees can be charged. Silence at the other end and got nothing.

#41 OFFLINE   ThomasM

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Posted 07 September 2010 - 05:47 PM

I smiled and remembered this thread when I opened up my DirecTV statement today and spotted an ad in the upper right-hand corner offering a "$4.99 cash rebate" if you order a PPV movie before September 30th. The small print said "mail in rebate required". HA HA HA sure. ;)

Rebate = $4.99

Postage, hassle, phone calls when it doesn't arrive = NOT WORTH IT.

3LNB Phase III Dish * 2-R15-300 * R22-200 * D12-100 * DirecTV Subscriber since Y2K


#42 OFFLINE   Rich

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Posted 08 September 2010 - 07:04 AM

I smiled and remembered this thread when I opened up my DirecTV statement today and spotted an ad in the upper right-hand corner offering a "$4.99 cash rebate" if you order a PPV movie before September 30th. The small print said "mail in rebate required". HA HA HA sure. ;)

Rebate = $4.99

Postage, hassle, phone calls when it doesn't arrive = NOT WORTH IT.


I know you're trying to cut costs. Do you have a landline phone?

Rich

#43 OFFLINE   ThomasM

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Posted 08 September 2010 - 05:51 PM

I know you're trying to cut costs. Do you have a landline phone?

Rich


No.

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#44 OFFLINE   The Merg

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Posted 08 September 2010 - 10:59 PM

New account activated recently. First bill I was charged $10 twice for HD service. I called and had it resolved on my second bill. No big deal.


Are you sure you were really charged twice? Since you normally are billed in advance for DirecTV service, when you sign up, your first bill is going to be from the time you sign up to your billing date and then for the next month. So, it might seem you are being double-billed, when in fact you are not.

On another note, I ordered a network card from them, but when it arrived, it only had 1 network connection and I need at least 2 to hook up my AVR and BD player. I called before installing it and asked to send it back. I was told it was non refundable. Again, I guess they have the right to be that way, but it's a poor example of customer service. Even though I was pretty sure I'd lose the argument, I disputed it with my credit card company. Well, I just got my new montly bill from D* and there was a $91 programming adjustment. When I called, I was told that it was applied because I disputed the credit card payment. I just got off the phone with my credit card company and they seemed pretty sure that that is not legal. They are supposed to dispute the credit card charge in good faith. They can't arbitrarily apply charges that are not part of my initial contract.


What network card did you order from DirecTV? If you ordered the Linksys WET610N, that is a wireless ethernet adapter which is only made to connect to one device? And why would you think of ordering networking equipment for you AVR and BD player from DirecTV?

As for the programming adjustment, what was the exact line item text for the adjustment? If they truely did adjust your bill for the exact amount of the wireless adapter because you disputed the charge, that is definitely not right on the part of DirecTV.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#45 OFFLINE   gitarzan

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Posted 09 September 2010 - 06:30 AM

My first statement included the following lines...

07/07 08/06 HD Access Monthly 10.00
07/07 08/06 HD Access Monthly 10.00

07/07 08/06 HD Access Free HD Access for Life -10.00 Credit

The second statement had this extra...

07/08 08/06 HD Access Partial Month Credit -10.00 Credit

This is also what happened with my fathers bill when he signed up a few weeks after I did.


I am still waiting on my $265 receiver refund that I was incorrectly charged on
July 13th.

I also notice on my new account still says I have an HR24-500 although I really have an HR24-100. This mod was made by DirecTV when I couldn't get DOD to work in order for me. I was told at the time that my -100 couldn't get DOD as it was too new. I won't be surprised if I have this probelm again in a few years when I go to return my current HR24.
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#46 OFFLINE   The Merg

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Posted 09 September 2010 - 07:01 AM

I assume 07/07 is when you started your service? Was there another line item on that bill for 08/07 to 09/06? How about on your second bill? What was the billing time frame for?

As for the HR24-500 vs. HR24-100, that's not really a big deal. You could have gotten one of the HR24-100 right when they were released so they might not have been in the system yet. As long as you have an HR24 listed, you should be fine.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#47 OFFLINE   gitarzan

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Posted 09 September 2010 - 07:09 AM

I assume 07/07 is when you started your service? Was there another line item on that bill for 08/07 to 09/06? How about on your second bill? What was the billing time frame for?

As for the HR24-500 vs. HR24-100, that's not really a big deal. You could have gotten one of the HR24-100 right when they were released so they might not have been in the system yet. As long as you have an HR24 listed, you should be fine.

- Merg


Yes, service started 07/07. First statement has all line items with a start and end of 07/07- 08/06. Second statement goes from 08/07-09/06. DirecTV acknowledged the error when I called at the time. As I said previosly, no big deal on this one.
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#48 OFFLINE   The Merg

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Posted 09 September 2010 - 07:34 AM

Well, glad that corrected that issue for you. Maybe there's something up with activating HD service with the new HD service for life credit that is not going through their system correctly.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#49 OFFLINE   gitarzan

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Posted 14 September 2010 - 05:30 AM

If anyone out there finds entertainment in my situation...this is the latest email from DirecTV.



Discussion Thread
---------------------------------------------------------------
Response ( - 09/13/2010 08:33 PM
Dear Mr.,

Thanks for writing us back and I understand this has been a frustrating experience for you. We respect your time and I appreciate that you've given me the opportunity to personally address your refund request concerns.

When I reviewed your DIRECTV account to process your request, I found the charges had already been credited and as of the moment, your account has a credit balance of $265.00.

However, I see that you have requested a Visa Credit Card refund dated 8/13/10 for $265.00. Refunds are processed automatically and you should receive a check within 6 to 8 weeks from the date of the last financial transaction on the account.

Thanks again for writing. We appreciate your patience and understanding.

Sincerely,


DIRECTV Customer Service

Customer - 09/13/2010 06:41 PM
This is completely ridiculous and unacceptable. You have my money
only because I agreed to credit card autopay. You had no right to take
my money for a non returned receiver On July 13.. The receiver was
returned on June 25th. You have acknoweledged this error. You have
had my $265 since July 13th. Now 8 weeks. Please refund my money
immediately with interest.
thank you,


______________________


Also, I do not see my credit balance when I logon and view my account. I don't really understand what date they mean when they say date of the last financial transaction on my account.
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#50 OFFLINE   gitarzan

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Posted 14 September 2010 - 10:51 PM

I wrote back again. Explained that the date of the last financial transaction in the last email had changed in this communication and wanted to know the starting date of the 6-8 week delay for my refund. This is the response...

----------

Thanks for taking the time to write us back.

I understand where you're coming from with regard to the refund on the remaining credit balance on your account. I'm sorry for the inconvenience this is causing you. To best assist you, I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 48 hours). For immediate assistance, please call us at 1-800-531-5000.

Thanks again for writing. We appreciate your patience.

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