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· New Member
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Discussion Starter · #1 ·
My house burnt down July of 2012. I called to suspend my Directv service a couple days later. When I called they told me there would be no charges incurred for receivers or anything because of what had happened. Last month (october 2012) I got to move into the new house. I called to restart my service. I told them I wanted 1-HDDVR receiver and 2-standard receivers. Instead I got 2-DVR receivers and 1-standard. I of course called to complain about this with no luck at all. That is when I learned that the 3 receivers I had in the house that burnt were still on my account. So I wrote down the numbers off the receivers I have now so that the others could be taken off. When I called to give them these numbers I was informed that I would owe them around $250 for the old receivers. Also, just got my first bill - I haven't even been moved in a whole month - and it is about $60.00 higher than what it should be. There are multiple fees on there that I don't understand.
I am to the point of switching to a different service. I do not want it to effect my credit score but I can't justify paying a company that has lied to me this many times.
 

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Discussion Starter · #5 ·
Not gonna happen. The claim was paid in full. I don't have anymore money to get. If they would have told me that I had to pay for them when I asked the first time I could have included that on my insurance claims. That or I would have dug through the ashes left behind from everything I own and my two dogs that didn't make it out and "recovered" the receivers to send back to them.
If this would have been the first issue with them recently I might not be as mad but since reactivating my account I have had nothing but problems.
 

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Discussion Starter · #7 ·
I don't care about them other than the fact that I was told I wouldn't have to pay for them and now they want to charge me $250 for them. They knew from the beginning that I did not have them to return. I told them when I suspended my service (big mistake I should have just cancelled then), when I called to activate my account they asked about them and I told them what happened again, when the guy came out to set up my service he asked about them again I told hi what happened, I told them at least 5 times and no one ever mentioned any fees until I called to tell them which receivers I still have (Why don't they know this?) thats when the CSR told me about the fees. All the while I have been arguing with them about them sending me the wrong equipment - which none of which works worth a crap. ON top of all of it I have a ton of crazy charges on my bill
 

· Hall Of Fame
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Call back and ask to speak to customer retention and see what they can do for you.
 

· Legend
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130 Posts
Yeah sorry for the quip I just love my dog so much I’d be beside myself with greif. Your right they should have told you to claim them on your insurance, but I bet it don’t come up much at customer service. Direct TV is not very flexible when it comes to their receivers. If I saved up the dough I have spent on direct TV equipment over the years. I'd be spending February in Hawaii.
 

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Discussion Starter · #10 ·
No worries. The issues I have with Directv don't even come close to the pain I still feel everyday about my babies. I have no children of my own and they were my kids. I hate myself on a daily basis for not being able to get them out. After everything that has happened I just wished that there would be a sensitive person out there to help me.
 

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RunnerFL said:
email [email protected], her people will take care of you.
Breezy said:
I emailed her maybe 2-3 hours ago and just got an email back from someone on her team. They have removed the old receivers at no charge.
I was going to suggest this, too. I knew they'd straighten it out. My condolences over your pets; they're truly family.
 

· Mentor
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64 Posts
I'm very sorry for your loss and very happy these guys could connect you with someone who could make things a little easier. D* needs to take a careful look at how poor their phone support can be at giving thoughtless and inconsistent answers to customers. I can't imagine being on the other side of the phone and speaking with a customer with a story like yours and giving you a flip response like they did without trying to do something to help you. A little compassion and a whole lot more training and oversight would go a long way to improve the D* experience.
 

· Godfather
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446 Posts
"wahooq" said:
Really?...If i wrecked my car right now without comprehensive insurance....should i demand replacements for free? Just sayin
He didn't demand anything for free. They told him they wouldn't charge him. He has a right to be upset when they change their tune after he's missed out on the opportunity to claim them on his insurance.
 

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wahooq said:
Really?...If i wrecked my car right now without comprehensive insurance....should i demand replacements for free? Just sayin
Your comment has nothing to do with the OP's complaint and is uncalled for.:nono:
 

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wahooq said:
Really?...If i wrecked my car right now without comprehensive insurance....should i demand replacements for free? Just sayin
Ah, but he DID have comprehensive insurance. He was told he was not responsible for the cost of the receivers that were lost and then billed for them by the very people who told him he was not responsible for that expense.

Had DirecTV told him it was on his dime at the very beginning he could have claimed it and his insurance would have covered it.

Why should he be left holding the bag for DirecTV's inability to put forth a consistent position?
 
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