[feeth]

I read a few threads that CR # goes to the idiots now.

I made a deal back in oct with CR to keep a H20 receiver as I was supposted to get a standard receiver with my HR20. I never got the standard receiver. The install tech showed me on the invoice where there was no standard receiver to be installed.

So on Oct 9th I call to discuss the standard receiver. I then ask if I can just keep the H20 that I was supposed to send back. They say fine, I ask for a reference # and the CR guy tells me that there is not one. I say I don't want to be charged for this receiver, he says you won't.

So now there is the following charges on my bill:
HD receiver: $240
Standard receiver: $55
Tax: $20.xx

So I was charged for the HD receiver and also charged for the Standard receiver that I never received. This was charged to my CC on file yesterday.

First CSA tells me that they can only credit $100 or less back and the credit for the HD receiver ($240+tax) will have to be reviewed. It should be back on your bill in a week. I ask can you see on my account where I talked to CR on Oct 9th and they said I would not be charged for keeping the H20? She says yes, I say then review it yourself and issue the credit today. She says that can't be done by anyone that you can talk to. I say BS supervisior please.

After I talked to 4 different levels of supervisiors, the last guy claims that he is going to put me thru to the real CR. I talk to the lady and she says the samething about waiting 1 week to get your credit back.

I then tell her if no one can fix DTVs screwups, then you better come up with somekind of additional compensation on my bill and I want it applied today.

First she says $5 credit on my bill :lol:

I tell her I have put almost a hour into this phone call. I want $50 credit today on my account. She offers $10 off for 6 months and I accept. She also gave me a reference # and tells me for sure that the $240+tax will be credit back to my account in 1 week. We shall see.

Total time 51 mins.

Remember there is no need for a direct CR #.

If I could cancel my service today without paying all the fees, it would be done.

Its 1 week to get back a $265 mischarge not $315 like the title says.

 

[feeth]

26 days later, I look at my account and still DO NOT have a credit for the $265.

I call DTV and talk to 2 idiots who tell me that since I did not return the HD receiver, I am still being charged. I tell the 2nd idiot to look at my account notes from 11-20 at 10:20am est. I tell her they said I could keep the receiver and they would credit my DTV account back in 3-5 days. She says hold on and I get disconnected.

So I start a dispute with my AMEX card and also call DTV back and have them remove my CC from my account. At least the CSR said that he did. I know that means there is a 50/50 chance that it will happen. :nono2:

There is no way in hell that all this BS is worth just to have ST. I wish there was a way to cancel my service. They can't keep up there end of the deal, why should I have to.

 

[Kevin Dupuy]

I don't know if you've already done this, but try calling a bunch of differant CSRs. Also, if your trying to get to retention, yes there is no direct number, but try getting into the billing dept. and asked to be transferred into the retention dept. Hope that helps, and sorry about all the problems you're having.

 

[AnonomissX]

Also, tell them you have opened a dispute with your credit card company, and how much of your time this has taken.

 

[elas123]

when u call on the phone says "cancel my service" then it will say do u want to cancel your service say yes and you will get customre retentions. i did this all last we with a screw up of mine and they were the only ones that would help me. try that

 

[feeth]

Got disconnected again today when they were looking over my account notes.

2nd CSR: They want to take another 7-10 days to investigate this matter. She said they can see where I was told I could keep the H20 receiver on Oct 9th. I asked what was the result of the last investiagation from 11-20? She said its showing as resolved. :nono2: I said resolved with who? I told them they are stealing my money. I want to speak with someone who can give me a credit today. On hold and waiting for 5 more mins.

I gave them a tracking # from when I retuned the R-15 receiver back on oct 10th. On hold again....another 25 mins of my life wasted.....

At 33 mins into the call, I am put on with a specialist.

The specialist tells me the same thing 7-10 days to look at it again. I tell her I want to cancel my service and due to the fact that I have been lied to and my money is being held without any good reason, I should not have to pay any early cancel fees. She says no, I tell her to put me thru to someone else who can help.

At 45 mins into the call, I get put thru to someone else in retention. I have to explain the whole GD MF'ng situation again.

I tell her I want to cancel my service do to the above reasons, she says no. But she will check into my refund. I tell her I have 2-3 people that have told me today they will check into my situation, but if she wants to get into line, please do. She also asked my if I need the H20 receiver or would I like to return it. :lol: I tell her I was told I could keep it. Why should I return it?

At 50 mins into the call, I am put on hold again............

Ok here is the deal.

Total time on phone 1 hour and 6 mins.

It will still take 7-10 days for my $256.80 credit to me looked into and resolved.

I told them I wanted to cancel my service.

They offered me $10 off a month for 12 months and $100 instant credit to my account to stay with them. So I agreed and I am praying that my $256.80 credit will appear on my account in 7-10 days.

If they would of given me the option of cancelling my service and not paying any fees, I would of taken that for sure.

DTV still has many issues in customer service that need to be resolved. :nono2:

 

[cariera]

I read a few threads that CR # goes to the idiots now.

I made a deal back in oct with CR to keep a H20 receiver as I was supposted to get a standard receiver with my HR20. I never got the standard receiver. The install tech showed me on the invoice where there was no standard receiver to be installed.

So on Oct 9th I call to discuss the standard receiver. I then ask if I can just keep the H20 that I was supposed to send back. They say fine, I ask for a reference # and the CR guy tells me that there is not one. I say I don't want to be charged for this receiver, he says you won't.

So now there is the following charges on my bill:
HD receiver: $240
Standard receiver: $55
Tax: $20.xx

So I was charged for the HD receiver and also charged for the Standard receiver that I never received. This was charged to my CC on file yesterday.

The charges on your bill are for unreturned equipment. Do you still have the H20 active on your account? If not this inactive, leased receiver needs to be returned. There are no "deals to be made".

The standard receiver is another matter. For some reason Direct is expecting a receiver to be returned. However since they have already given you a $100 credit to your account, why worry about this?

You also said that you returned an R-15, these charges have nothing to do with an R-15.

So if I understand this correctly, all Direct is asking you to do is to return an H20 that you are not using. In return for this they have given you $100 in instant credit, another $120 in credit over the next year and then they will remove the $240 non return fee.

Sounds easy. Git 'er done!!!

 

[feeth]

The charges on your bill are for unreturned equipment. Do you still have the H20 active on your account? If not this inactive, leased receiver needs to be returned. There are no "deals to be made".

The standard receiver is another matter. For some reason Direct is expecting a receiver to be returned. However since they have already given you a $100 credit to your account, why worry about this?

You also said that you returned an R-15, these charges have nothing to do with an R-15.

So if I understand this correctly, all Direct is asking you to do is to return an H20 that you are not using. In return for this they have given you $100 in instant credit, another $120 in credit over the next year and then they will remove the $240 non return fee.

Sounds easy. Git 'er done!!!

Who the hell are you to say that "there are no deals to be made?" :nono2:

You have no freakin idea what you are talking about. When I made my deal for my HR-20 I was told that I would have to send back the POS R-15 and H20. I asked at the time if I could get another SD receiver, they said yes the installer will bring it also. Tech comes and installs the Hr20, but does not bring a SD receiver. He shows me on the invoice were no other receiver was to be installed that day.

So I call CR at the time and make a deal to keep the H20 and they will not send out the SD receiver that was never included with my order. This is noted on my account, at least 5 CSRs tell me that they see this on my account.

I NEVER RECEIVED THE SD RECEIVER!!!!!! But I was still charged $55 for it.

So tell me why the heck I should send the H20 back when:

1. Just about every CSR tells me that they see where I was told that I can keep the H20.
2. I am using it.

The R-15, when I talked to one of the 4 CSRs today one of them did ask me if I had the tracking # for the R-15 I sent back, so I gave it to them.

You may now return to your total state of cluelessness.

 

[DblD_Indy]

Who the hell are you to say that "there are no deals to be made?" :nono2:

You have no freakin idea what you are talking about. When I made my deal for my HR-20 I was told that I would have to send back the POS R-15 and H20. I asked at the time if I could get another SD receiver, they said yes the installer will bring it also. Tech comes and installs the Hr20, but does not bring a SD receiver. He shows me on the invoice were no other receiver was to be installed that day.

So I call CR at the time and make a deal to keep the H20 and they will not send out the SD receiver that was never included with my order. This is noted on my account, at least 5 CSRs tell me that they see this on my account.

I NEVER RECEIVED THE SD RECEIVER!!!!!! But I was still charged $55 for it.

So tell me why the heck I should send the H20 back when:

1. Just about every CSR tells me that they see where I was told that I can keep the H20.
2. I am using it.

The R-15, when I talked to one of the 4 CSRs today one of them did ask me if I had the tracking # for the R-15 I sent back, so I gave it to them.

You may now return to your total state of cluelessness.

Every CSR that you talk to that tells you that they see where you were told to keep it needs to give you the incident number for that and every other call you have on the system

They can also give you the CSR ID#'s to match those incident ideas. If you are going to take the time to talk on the phone, follow these simple rules of dealing with Customer Service.

1) Document Who you talk to. CSR;s have ID's and Names, Get em!
2) Documnet What they tell you, every last word. Record the conversation if you can.
3) Doucment the incident id for every call. You can often get CSR ID and Incident number in the first min. of the call, this can prevent them from "dropping" the call or transfering you to la la land.
4) Never, Never, Never loose your cool, I think they are trained to call anyone without a smile in their voice as a problem client and this gives them the right to hang-up on you.

 

[feeth]

Finally got the full amount credit'd back to my account on the 26th.

 

[Twitami]

Finally got the full amount credit'd back to my account on the 26th.

So really, for spending some time on the phone, you MADE $220.00. Not bad!

 

[TigersFanJJ]

So really, for spending some time on the phone, you MADE $220.00. Not bad!

Don't know how feeth feels about it, but to me, $100 worth of credits and $120 of mostly crappy programming isn't worth this much time spent to correct Dtvs screwup.

 

[steelr]

So really, for spending some time on the phone, you MADE $220.00. Not bad!

It is not worth $20/hour to talk to DTV. I can tell you that from experience.