[feeth]

After a few calls I was able to get another HD DVR for $120 shipped and $10 off credit for 12 months approx 6 weeks ago. My 2 yr commit was up in sept so I was happy to commit for another 2 yrs to get this deal.

So I look at my bill and had the $10 off for 12 months and another $10 off for 6 months. The $10 off for 6 months I got approx 2 months ago as DISH was offering a free premium channel if you had paperless billing. DTV said I could have that or $10off/6 months.

Well I get this months bill and have no discounts. So I send DTV an email and they tell me I can't have 2 discounts. I told them you gave them to me. The 2nd CSR had to see my first discount on my account when she gave me the 2nd discount.

Over the next 4 emails back and forth they told me:

1. We are giving you the balance of $40 credit and thats the end of this.

2. We don't show any records of you getting the 2nd discount ($10 off 12 months) Really then why was it on my bill? They then claim it was a misunderstanding.

Had I known I was not going to get the $120 in credits, I would of not signed up for another 2 yrs, looks like I am stuck.

Everytime I email them again with facts, they just tell me no.

Kind of reminds me the last time I got screwed around by DTV:

http://www.dbstalk.com/showthread.php?t=70592

I really love the HD PQ I get with DTV, but the CS sucks!!!!

 

[dtrell]

that is why you always, ALWAYS check your account online BEFORE you hang up with the CSR. If they give you credits, they will show up immediately in your recent activity. if you dont see them, do not hang up until they are there.

 

[Upstream]

dtrell -- checking on-line wouldn't have helped Feeth. As I understand it, he actually received the discount, and the following month DirecTV took it away.

It is one thing if DirecTV says he can't get two discounts. But to offer him the discount, have him make a decision based on the discount, have him pay DirecTV over a hundred dollars and commit to two years of programming based on the discount, and then pull the discount sounds somewhat deceptive.

 

[n3ntj]

Sounds like a very questionable business practice. If the CSR offers something and you accept it and hang up, you expect that offer to be in force. For D* to remove it after the fact is pretty bad. I would call and get retention and tell them the story.

 

[Upstream]

While DirecTV should certainly honor the promises made by their agents, I can envision situations where that may not be appropriate. If an agent made a promise for $1 million in discounts, it would be reasonable for DirecTV to refuse to honor the promise stating that the agent when beyond his/her authority.

But if DirecTV says that the agent exceeded his/her authority, then DirecTV should make the customer whole. It is the reponsibility of DirecTV, not the customer, to bear the costs of DirecTV's employee actions.

In the case of Feeth, if the agent exceeded his/her authority in promising Feeth a $10 discount for 12 months, then DirecTV needs to offer Feeth the opportunity to return the new receiver, refund the $120 he sent DirecTV, and waive the 2 year commitment.

 

[Ken S]

This is the kind of thing that ends up as a Bait & Switch or Fraud claim. To the OP I would send a receipt requested letter to DirecTV explaining the situation and asking them to honor their agreement.

If you don't get a suitable response I would suggest filing a claim with your state's department of consumer affairs (or other appropriate agency).

 

[curt8403]

you people push the line, ask for credits that are not deserved, and then are surprised when they get reversed/

Each and every credit issued by a CSR is checked by management, if a credit is questionable, it does have a good chance of being reversed. IF your only reason for a credit is "Just because" don't be surprised to see it disappear.

 

[Tom Robertson]

If the CSR is a duly authorized representative of the company, then the company should (re: must) honor their representative's commitments. This is not a car dealership where the sales manager has the same 3 days to undo a deal.

And remember--the customer does not know if he/she is not deserved for the credits. Like anyone they will push for the best deal they can.

Cheers,
Tom

 

[curt8403]

this is truly a hotspot with directv and with CSRs. that is why some agents will flat out refuse to issue credits that are discretionary.

 

[Drew2k]

that is why you always, ALWAYS check your account online BEFORE you hang up with the CSR. If they give you credits, they will show up immediately in your recent activity. if you dont see them, do not hang up until they are there.

One caveat: If you are signed in to the web site while a change is made to your account, you must sign out and sign back in to see the changes under Recent Activity. (Simply make the CSR hold while you sign-in and out again.)

 

[dtrell]

One caveat: If you are signed in to the web site while a change is made to your account, you must sign out and sign back in to see the changes under Recent Activity. (Simply make the CSR hold while you sign-in and out again.)

you are correct drew.

 

[Dave]

If DirectV is not going to honor there deals and discounts to customers made by THERE (DIRECTV'S) own CSR's, then perhaps they, DirectV need to be in a claims court and reported to the BBB's and State fraud divisions for bad practices. It Is Not The Customers Fault if DirectV Managers are reversing there CSR's decisions.
The CSR is representing DirectV. If the management of DirectV does not like the CSR's decision then DO NOT TAKE IT OUT ON THE CUSTOMER AFTER THE FACT.
Take it out on the CSR and make the CSR pay for the mistake.

 

[Ken S]

this is truly a hotspot with directv and with CSRs. that is why some agents will flat out refuse to issue credits that are discretionary.

No, it's a lack of training, communication and commitment to customer service.

Should you be correct and DirecTV is making it policy to unilaterally reverse credits we might as well start the thread for the next class action lawsuit...because it won't be long in coming.

I truly hope you're incorrect.

 

[feeth]

Thanks guys for your advise. I have filed a complaint with the BBB.

 

[Drew2k]

Thanks guys for your advise. I have filed a complaint with the BBB.

You may also want to send a letter to Ellen Filipiak, the DIRECTV VP of Customer Service.

 

[Ken S]

Thanks guys for your advise. I have filed a complaint with the BBB.

feeth,

The BBB isn't the place to go...they may help, but you would probably be better served to go with a state agency.

First, though it is important that you try contacting DirecTV officially with a letter or email. Letter would be better with signature receipt.

Create a log of all your contacts with DirecTV on this matter.

I know filing a complaint with the BBB is easy and you can do it online...but that doesn't make it effective.

 

[rahlquist]

No, it's a lack of training, communication and commitment to customer service.

Should you be correct and DirecTV is making it policy to unilaterally reverse credits we might as well start the thread for the next class action lawsuit...because it won't be long in coming.

I truly hope you're incorrect.

Actually I think the CSR's are like any other human, they are limited by the rules and system as to whats available at times. Other times some people are a better steward with their employers money than some. That said, if indeed this customer had those discounts on his account, it is in the records on his account and he should call not email. Email while nice to have in writing is not as smooth a negotiation.

As for the lack of training, and communication yes. I agree 100% Thats always a failing in big business.

The customer should take every employees first name an ID # he speaks to. On every call.

 

[rustynails]

I had a situation with Dish where they did not honor the winback promotion that I signed up for when I went from D to E. After many calls and emails without satisfaction, I emailed [email protected] and the guy couldn't have been more helpful. He let me out of my commitment and said I could cancel anytime without penalty. He was so nice that I ended up staying and getting a good deal on a HDDVR and programming. I am sorry to say that I had to go back to D after several months when the trees grew their leaves back and thus los with sat 129.
I had 2 different techs come out and they tried their best to get los but couldn't so E let me out of my commitment again.
I would think that someone at D would be willing to work with you on this situation and get it resolved to your satisfaction. By the way there is nothing wrong with asking for discounts or credits period, end of sentence!

 

[Upstream]

feeth,

The BBB isn't the place to go...they may help, but you would probably be better served to go with a state agency.

First, though it is important that you try contacting DirecTV officially with a letter or email. Letter would be better with signature receipt.

Create a log of all your contacts with DirecTV on this matter.

I know filing a complaint with the BBB is easy and you can do it online...but that doesn't make it effective.

Feeth -- If you want to file a complaint with an agency with real authority, as Ken says, don't waste your time with the BBB.

Contact your state's attorney general and/or consumer affairs office.

 

[buckbelue]

I had a similar problem with DTV. I reconnected to DTV after a three year absence. Part of the re connection deal, was a 10/12 months discount off my bill, which Im receiving. I then signed up for the DTV Visa card, and the promotion was 5 off for 12 months. I met all the particulars (including charging my DTV bill to the card). I got the discount for one month, after seeing it was not on right away. I had to contact Barclays, who then contacted DTV,and was on a two way call and I specifically asked DTV will this be on my bill every month, and the DTV rep said yes.I then called DTV back next month to ask why it was not on, and they told me they dont have that 5/12 promotion available. I said I got a email from them offering it, and it was in the DTV onguide magazine, and called last month to get this set up

I then emailed them, and they said I did get a discount, but that was for the 10/12 , NOT the 5/12 , which I supposed to get. Which I told them on the phone and in multiple emails. I just got tired of having to fight for 60.00, and did not pursue it anymore.

This whole situation has me ticked off, and Im waiting for the baseball season to end, and I will cancel DTV, and pay the ETF.

I enjoy the service, but that has left a bad taste in my mouth, and over a 5.00 a month credit, they will lose me for good. I pay 188.00 a month, which includes NHL/MLB pacakages.