Below are conversations between Direct TV and myself. Today they sent me to collections. I paid them of course but I don't feel they are a fair company and am making every effort to protect others from becoming a victim of false promises.
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From:
[email protected]
To:
[email protected]
Subject: RE: Early cancellation fees [Reference #: 091028-003705] [Reference #: 091029-001160] [Reference #: 091029-004222] [Reference #: 091030-001424]
Date: Sat, 31 Oct 2009 17:44:08 -0400
Dear Rita,
I only refused the service call because no attempts were made to correct my issue by your technican except for unplugging and replugging in the cable into the phone jack and into the back of the receiver. All of my past years over many years with Dish TV have NEVER required a on site service technican to come into my home. They either resolved the issue by directing me through different steps with my remote or sent me a new receiver. I was offered neither by your company. As you should be also able to gather from the information in the notes the technican offered none of the resolutions only to send someone to my home at an additional fee.
In all my written inquiries and responses with your multiple individuals no one has ever taken credit on your side for error. You simply come back to the point that I did not keep my end of the deal. My thought and possible that of my legal counsel would see the triple bundle package as a combined aggrement between your company and Verizon. I think your company and verizon need to do some serious review of your combined offer. At no time was I informed this was a mutliple contract actually not making it truly a "bundle" deal as you have advertised. So what about false advertisement?? I have spent numerous hours on the phone with verizon 6 hours in a course of a few days to be exact. What I have gathered is your company, verizon and the "bundle" company are actually three seperate entities, all who have no idea what the other partner is doing. Even the billing is almost impossible to actually speak with a person who has any idea about the whole deal. The "deal" I am sure you are falsely advertising to hundreds of thousands of individuals just like myself, who speak with one rep who make the whole process seem so easy only to find out it is not.
Since you will REFUSE to respond to any additional emails I will have my attorney contact your company. If he deems it necessary for me to pay the termination fees, I will make these installments monthly over the duration of the so called contract period.
Sincerely
Michelle Roark
From:
[email protected]
> To:
[email protected]
> Date: Fri, 30 Oct 2009 11:57:55 -0700
> Subject: RE: Early cancellation fees [Reference #: 091028-003705] [Reference #: 091029-001160] [Reference #: 091029-004222] [Reference #: 091030-001424]
>
>
> Subject
> ---------------------------------------------------------------
> RE: Early cancellation fees [Reference #: 091028-003705] [Reference #: 091029-001160] [Reference #: 091029-004222]
>
>
> Discussion Thread
> ---------------------------------------------------------------
> Response (Rita S ID 406557) - 10/30/2009 11:57 AM
> Dear Ms. Roark,
>
> My name is Rita and I am a Supervisor in DIRECTV's Resolution department. I tried to call you today at around 1:40 pm CT to assist you, but I was unable to reach you as 217-466-1806 has been disconnected. I have reviewed your account and all previous contacts and I personally confirmed that the resolution you have been provided is correct and accurate.
>
> To confirm, I see that you ordered your DIRECTV service with Verizon and activated equipment on 04/12/09. At that time you agreed to a 24 month programming agreement. I understand you are disputing the costs you incurred for your Verizon bundle, however you will need to discuss those issues directly with Verizon. When you agreed to order and activate DIRECTV service, you were provided a separate agreement from what you received from Verizon. This is why you received a separate confirmation letter and mailers confirming your order and the agreement you were entering into.
>
> I am sorry for any trouble you experienced with speaking to a representative about the technical issue you reported. Difficult service experiences like the one you had are rare and we certainly do not take them lightly. If you did attempt troubleshooting steps that did not resolve the issue by phone then we would require a service call to correct the issue. After reviewing your account I see that you refused the service call due to the cost you would incur but your equipment is warranted for 90-days after activation, and any technical issues after 90-days that cannot be corrected by phone require a service call and there is a cost associated with the service call unless the customer has the DIRECTV Protection Plan, which you also declined which would have provided you the service call
> at no cost. Since we were unable to resolve your technical issue as you refused a service call to correct the issue and have decided to cancel your account with no reinstatement, we find the early cancellation fee to be valid and will not be reversed unless you choose to reinstate your services.
>
> I understand that this may not be the answer you were expecting. Since this response has been reviewed for accuracy, DIRECTV considers this matter to be closed and any additional emails on this topic will not receive a response.
>
> Sincerely,
>
> Rita S ID 406557
> DIRECTV Resolution Specialist Supervisor
>
> Customer (Michelle Roark) - 10/30/2009 07:25 AM
> .
>
> Megan,
>
> I know you would have no record of the number of phone calls I had to make to resolve the "triple Bundle Package" which to me was falsely advertised. As you will note in my attached document multiple faucets of your advertisement were false. The fee of $79.99 as advertised on the post card that was mailed to me was not actually availble in my area. The rep explained to me that the fee would be $89.99 which still seemed like a savings. But with all your added cost this fee was actually $109.99. $30 higer than your advertisement with Verizon!!
>
> Secondly, your technican came into my home dragging mud throughout on Easter Sunday. He also threw my Dish Satellite to the ground causing damage to the unit. I have spent so many hours on the phone between your company and Verizon, and at my hourly rate I feel you owe me money. I am not willing to discuss this issue any further with any representatives. Your company did not attempt to help me. As your records will show on the day I had difficulties with my equipment, I spoke with a very condensing woman/ technician who I actually had to ask not to be so rude. She lacked any knowledge in your equipment outside of having me unplug and plug in the receiver. I am not sure she even heard me when I told her it was showing a difficulty with your satellite and had been perfectly functioning
> less than 12 hours prior. She was adament this was an issue with my wiring within my home. She could run no tests from her location as Dish has been able to do on multiple occasions. So I have to question if your company simply does not make those attempts to have further financial gains.
>
> I will contact my attorney if some sort of compromise can not be reached. As my note said I would be willing to pay a portion of the cancellation fee, as I did not complete my portion of the agreement but I do not feel I should be held accountable for the lack of technical support. I am not at all interested in reactivating your service as I did not feel it was as advanced as Dish network.
>
> Sincerely,
> Michelle Roark
