I referred a friend of mine to DirecTV and now I am wishing I hadn't. I have had my share of problems with DirecTV customer no service but I have always been able to get past issues until now.
A friend of mine moved two states away and moved into an apartment building. Her options were Comcast or DirecTV. I told her DirecTV is awesome, comcast you don't know what you might get. She will be moving every 3-6 months for the next year on contract work so DirecTV seemed like a good option. So she calls DirecTV and this is what they tell her.
- $60 for Installation, nothing more to pay (paid over the phone)
- DVR will be shipped to her apartment
- Call to Schedule appointment when it arrives.
- One Year Contract
So she gets a receiver, gets the installer over at her place and low and behold the installer wants $60 for custom installation and another $60 for a pole to put her dish on. So she calls DirecTV asking what is going on, this is not what I was told. DirecTV then tells her she was billed $30 for shipping over the phone and another $30 for installation, but that was for Basic Installation, custom installation is Extra. She is obviously upset here because she was promised nothing extra for the install, but she could live with it. The two extra gotchas was she was promised a 1 year contract (I was shocked to that they would do 1 year) and it was now 2 years, and the DVR she was promised was just a receiver.
The call to customer service yielded nothing.. She is being charged an extra $120 from what she was charged INITIALLY over the phone, an extra 1 year contract was added over what the salesperson told her, and the DVR she was supposed to be getting is just a receiver. I feel HORRIBLE right now, someone who I care about as a friend was just royally screwed by a salesperson. Customer no service has told my friend we are sorry that you were lied to (the call was recorded and nobody will go and listen to it) but there is nothing that we can do, it is what it is. Not a free DVR or an offer to exchange for it, not a credit to her account for the extra charges that she was promised she would not be charged for, and we are sorry but you get stuck with an extra year over what was promised.
I have never felt so ashamed of the way anyone has been treated in my entire life. I can't believe that I am still a customer after the way they treated my friend. Does anyone have any suggestions? She has called customer service twice and they don't seem to care. I'm considering opening a complaint with the Better Business Bureau, but I don't know how far that will go.
Thanks in advance for any help.
As someone that works in new customer sales, I can 100% guarantee that your friend set up through a Dealer. The only charges that are charged at setup are $19.95 for delivery/handling and any state taxes. I don't know the state but the worst case scenario is a use tax adjustment from Tennessee/Washington/Arkansas/Missouri/New York/Florida/Wisconsin and even those are $12-13 at most.
Directv does NOT ship equipment and then have you call to install. The tech brings the equipment with them. That is a dead give away that it is either a dealer flyer they called(and I'm not even sure dealers ship the equipment) or an MDU property, which sounds most likely. Also, if was set up through us(the over the phone group actually working for Directv) she would be receiving a confirmation email(assuming one was provided) showing what was on the order and asking her to do rebates. I didn't see any mention of that so I'm honestly leaning towards an MDU install here.
The issue that is being run into here is there isn't much general customer service can do, since it is a restricted property. I believe a link to Ellen F. was linked earlier and I would follow that lead as you will probably get the best results. I would also have a copy of the agreement that was signed handy to get the info of the installer and the company that was used, since that will most likely be requested( at least the company used). I do hope that this gets fixed because that is definately not something that should happen. I honestly wish MDU setups didn't exist because they seem to be more of a headache for customers than they are worth. I took a call today from someone who cried because the regular Directv offer was like $30 less expensive the one that her MDU property could get. I felt so bad.
Even though I am an employee, my thoughts/comments/ideas are mine and not affiliated whatsoever with Directv as a company/employer/etc.
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