• Report: #964807

Complaint Review: Directv

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  • Submitted: Mon, November 05, 2012
  • Updated: Mon, February 11, 2013

  • Reported By: larry — vernon Connecticut United States of America
Directv
Internet United States of America

Directv direct tv Directv - ripoff to existing customers regarding new Genie HD DVR Internet

*Consumer Suggestion: Solution for those getting ripped by Direct TV

*Consumer Comment: Protection plan required for free upgrade.

*Consumer Comment: My Sensonic toothbrush that I bought about a year ago...

*Consumer Comment: They are a ripoff

*General Comment: Another rip-off

*Consumer Comment: Customer of DirecTV 5 Years

*Consumer Comment: IF, as you state below....

*Consumer Comment: looks like kenny is beyond help

*Author of original report: high and mighty

*Consumer Suggestion: How is this a Ripoff???

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As an existing customer, Directv (DTV) is NOT your friend or are you considered valuable.   I signed up first time for DTV mid august 2012.   This with HD DVR service, with what they said was latest equipment.  Less than 2 months later, the Genie is released!  I contacted DTV customer service by email, requesting a free upgrade to Genie based on the above.   I was responded back stating that could only offer for $299, with tech install for up to $100!!   In same email, the response indicated that better deals can be sometimes found by calling DTV (instead of email).   I responded back that was insulted by the offer, and why would I have call, if DTV offers email support?   Subsequently I was emailed by another DTV rep stating they were looking into the issue, and would respond back.   Several days later another rep called by telephone, but I was not home.   She followed up by email that nothing more could be done, and I had already saved a lot of money based on my sign up offer.   I responded back that I was now officially a dissatisfied customer, and that the 'money-saving' offer she quoted was nothing more than ANY new DTV customer gets!   I also mentioned how with the initial order that DTV somehow botched  by request for bundled internet (I ended up with cable for this after DTV could not resolve), and failed to offer free DTV internet connection (also advertised on their website).    She also mentioned that often the best deals could be found on-line.   Uh, like opposite of what the email rep had told me about calling!  I received no more communication from DTV after myself responded feeling was unacceptable offer.    I consider this a huge rip-off as the new DVR is vastly superior.  I understand not practical to upgrade every DTV customer with Genie, however based on the recent sign up I had done - not to provide free upgrade, or at least a REASONABLE upgrade offer, is very poor service and customer relations.   At this point feel that their needs to be some kind of class-action process against DTV to protect existing customers regarding the upgrade policies.   Its like, 'hey new customer, we will give you everything, and LATEST', but existing customers, 'Sorry you are losers!'  I exploring how to get out of their contract as reasonable as less costly as possible, but this company is very bad!  I would not recommend a friend (or enemy) this company for any amount of money!

This report was posted on Ripoff Report on 11/05/2012 06:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/Directv/internet/Directv-direct-tv-Directv-ripoff-to-existing-customers-regarding-new-Genie-HD-DVR-Intern-964807. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 9Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Solution for those getting ripped by Direct TV

AUTHOR: Larry - ()

Because Direct TV requires a credit card, have you considered canceling you credit card or requesting that your credit card company stop acccepting Direct TV charges to your account?  I was considering ordering Direct TV and after studying their on-line "equipment lease addendum", I immediately decided against it.

They take no responsibility for defective equipment and state, "DIRECTV PROVIDES THE EQUIPMENT AS IS AND WITH ALL FAULTS. YOU BEAR THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE EQUIPMENT. DIRECTV MAKES NO WARRANTY, EITHER EXPRESS OR IMPLIED, REGARDING THE EQUIPMENT PROVIDED TO YOU. ", and they charge $50 for any needed service call.

Good Luck

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#2 Consumer Comment

Protection plan required for free upgrade.

AUTHOR: burtonbh - ()

My Email from DirecTv indicated the free upgrade was available to protection plan members after April 15th when the plan price increased by $2.00. I do have the protection plan which I signed up for when my DVR was blown by a lightning strike. They did replace it under the plan, however, the cost of the plan has more than paid for it by now. I intend to call for the upgrade and hope they honer it. If not I'll add another post.
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#3 Consumer Comment

My Sensonic toothbrush that I bought about a year ago...

AUTHOR: Ken - (USA)

has been upgraded to a new, easier to handle and stronger model.

Think I'll see if Watrpik will replace mine, after all, I WAS a new customer.

Promotionals are just that, they are holding out a carrot to get new customers,  YOU don't qualify.

To the poster that said his cable company would give him a new box when they came out, I suggest you go back to them.  Incidentally, often, when they changed, the old ones would no longer function properly.

That's NOT the case with the satellite receiver.

"Its like, 'hey new customer, we will give you everything, and LATEST', but existing customers, 'Sorry you are losers!'"

I do agree with them on that.
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#4 Consumer Comment

They are a ripoff

AUTHOR: Bryan Clayton - (United States of America)

They are because while I was a customer of Comcast if a new box came out ALL customers were GIVEN the new equipment.I also don't appreciate the fact that when I signed up I was not offered FREE Sunday Ticket and when I called them was told it was only for new customers .I signed up 4 months earlier .I asked how you keep the customers you have when you can't even treat them like new ones .Basically they really don't give a crap about you once you are a customer.Also they will LIE to you when you sign up about internet.Was told Comcast charges $31 a month latter found out that with only one service it was $79 LIARS!! FOOL ME ONCE YOU SUCK !! FOOL ME TWICE AINT HAPPENING AND YOU STILL SUCK MORE !!!.Going back to Comcast ( no contracts) or Verizon.STAY AWAY FROM DIRECT T.V.
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#5 General Comment

Another rip-off

AUTHOR: ArtChee - (United States of America)

Yeah...  I bought a NEW FORD last summer. FORD Motor Co. has come out with a new model, and they won't up-grade me either. It just ain't right!
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#6 Consumer Comment

Customer of DirecTV 5 Years

AUTHOR: jbpeddler300 - (United States of America)

I have been a customer of Directv's for 5 years straight, I have no less than 5 boxes I pay a "lease" fee on every month. I have had basically the same equipment for 5 years. I called Directv Customer Service to get a FREE upgrade just like every coupon I get in the mail- which reads: New Subsribers get a FREE upgrade to the Genie DVR system. I realize I am not a new subscriber, but hasn't big business learned anything regarding how much more expensive it is to get new customers than to keep the ones that are loyal?

I get it, they are trying to get new customers- but what ever happened to customer retention? If I switch to cable TV for the next 5 years, how much does Directv stand to lose? I am not asking for a discount on my service, I just want the same deal they give every other Joe who calls in for new service on the equipment, I'm not even asking for the "Trial" month rates they give new subscribers, I just want the same equipment. After talking with 3 different departments, they told me that I would have to pay $299.00 plus the install fee ($50-$100) plus some sort of upgrade fee? You mean the RIP ME OFF fee because I'm a loyal customer FEE, that's the one your talking about...

American companies can't figure out why they spend all this money to gain new business and yet they cannot seem to keep their existing customers, so therefore they constantly in the RED instead of being in the BLACK because they just can't seem to figure out how much it actually costs them to lose loyal customers.

I will continue to switch credit card companies, cable providers, phone service, and every other service I maintain to get the best deals since companies don't really want me as a long term customer, they just want me as a NEW customer, because that's how I get the best deal. How many installations do the cable and satellite companies want to perform per year? Do they take into account how much money it costs them to keep hiring independent contractors to perform service work on new installations?
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#7 Consumer Comment

IF, as you state below....

AUTHOR: Ken - (USA)

"Is it the worst ripoff ever??? Of course not, nor did I indicate so."

" At this point feel that their needs to be some kind of class-action process against DTV to protect existing customers regarding the upgrade policies."

And you think this needs a class action, what would you do if something serious happened...and NOPE, I really don't work for them and don't have much trouble with my consumer affairs, thanks.
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#8 Consumer Comment

looks like kenny is beyond help

AUTHOR: The Outlaw Josey Wales - (United States of America)

 guess he never had a chance whne caught up in the rebutt cycle
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#9 Author of original report

high and mighty

AUTHOR: larry - (United States of America)

Ken, wow, sure you don't work for them?  I don't need you to counsel me to 'get over it'.   I refrained from being childish (unlike your 'kiss your butt' comment), too bad you cannot.   Is it the worst ripoff ever??? Of course not, nor did I indicate so.   But feel it is unreasonable, and they could have countered with a better offer than they did.    And they are a very disorganized company, telling me I can get a better offer by calling as opposed to email, and then a response from the phone contact rep saying just the opposite.   That is unfair to consumers, and certainly obvious the left doesn't know what the right is doing.   Good luck on your consumer issues.
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#10 Consumer Suggestion

How is this a Ripoff???

AUTHOR: Ken - (USA)

Their website says "Free Genie upgrade to new customers only."

What's to misunderstand about that...YOU are an EXISTING customer...get over it.

".. is very poor service and customer relations.   At this point feel that their needs to be some kind of class-action process against DTV to protect existing customers regarding the upgrade policies"

"As an existing customer, Directv (DTV) is NOT your friend or are you considered valuable"

What would this "class action" allege as the basis for it? They are NOT violating any laws or principles in their promotional offers, other than what you WANT them to do.....and also, NO, they aren't your friend, they are in business to hopefully make a profit, not kiss your butt.  Get over it.

When you cancel and get hit with the early cancellation fee, be sure to file another report on how unfair that was and there should be ANOTHER class action.



No, I DON'T work for them.
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