• Report: #671185
Complaint Review:

DirecTV, Inc

  • Submitted: Mon, December 13, 2010
  • Updated: Thu, December 16, 2010

  • Reported By: Paulp43081 — delaware Ohio U.S.A.
DirecTV, Inc
2230 East Imperial Highway El Segundo, California United States of America

DirecTV, Inc Shady business practice, Their policy to not refund money, no money back guarantee, buyer beware when purchasing recievers as DirecTV will send out older models with older techology, yet charge full price El Segundo, California

*UPDATE Employee: Disclosures of Sales/Leases

*UPDATE EX-employee responds: Don't Give Up

*General Comment: Directv Article

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I am a long time DirecTV customer and opted to get a new LED LCD TV.  I upgraded my existing DVR to an HD DVR for $199.  I have not had issues in the past until this HD DVR experience.  I purchased the HD DVR online 12/10.  DirecTV typically sends out their receivers by FedEX.  I checked my online order and it was listed as completed.  I called the DirecTV customer service line and was told that the unit was on back order.  I asked why I was never told this whether by phone or email and the online status listed the order as COMPLETE.  There was no tracking ability on the consumer end, so your left in the dark regarding the delivery.  The appropriate apologies were received and I received the HD DVR about a week later.

I connected my HD DVR without any difficulty and finished the install with the help of DirecTV customer service.  The unit worked great for 1 day, yes, 1 day!  I attempted to record an HD program the next night and lost all HD signals.  I thought it was an isolated incident and noted the channels returned the following morning.  That night, I tried to record another HD program and again lost all HD channels.  This time I spent almost 2 hours on the phone with Tech Services with no success.  I also asked if this was a refurbished unit because I noted scratches on the exterior casing.  I was assured that all the internal components were new.  I wanted to follow up with a local DirecTV dealer that I had excellent customer service with.  Tech services wanted me to schedule an appointment and then advised me to cancel it or reschedule it as I needed to.  Didn't make sense to me either.  I canceled the appointment and met with my local DirecTV rep.  I was told by my rep that this particular unit is several generations old.  As a matter of fact, the HR 23 and HR 24 are newer than the HR 22. 

Needless to say, I was quite angry with DirecTV and I felt duped.  DirecTV brags about all this great customer service and I'm a long time DirecTV customer and I'm treated with a refurbished older technology unit. 

I called DirecTV and advised them of my frustration.  I told them I wanted a refund of the $199 or to exchange the non working HR 22 for the HR 24 that I was under the impression I purchased.  The initial customer service rep appeared to be very understanding.  He advised me that he would not be able to refund my monies, but assured me I should be able to get the HR 24 model.  I was transferred to another department and spoke to a "Rob."  I explained my situation and he promised me there is NO DIFFERENCE in the HR 22 and HR 24 models.  He states it's just a different external case.  I tell him what I'm asking for and he reinforces that he can not give the refund and after checking with his supervisor Derrick, he can not exchange the non functioning HR 22 for the HR 24.  Because I have the equipment protection policy, he is able to exchange my unit for a "comparable unit".  I asked him what this means and I am told that I could get a refurbished HR 22, HR 23 or HR 24.  I told him this is not acceptable.  Eventually, I get to speak to his supervisor Derrick and I am told that is the DirecTV policy to NOT REFUND MONEY.  Furthermore, He states that it is disclosed that when purchasing the HD DVR, one can receive the HR 22 or HR 23 or HR 24.

I asked Derrick where is this written for the consumer to see.  He tries to avoid the question and I am finally told that this is told with the final sale of the product.  I asked him to please pull any voice recordings of my transaction that would verify this.  He could not and would not.  Derrick also assured me there was no difference with the units in question.  I asked him to speak to his supervisor and was referred to Corporate for a complaint.  There was no phone number given or name.  Only an address was given.

With nothing resolved, I called back to DirecTV to clarify a couple more questions.  I explained the situation again to this particular customer service rep.  This time I asked him what he can do for me?  I stated, here I am a long term customer for DirecTV with a non functional, newly purchased, older technology HD DVR.  I told him that he is in the business of customer service and what can he do for me to rectify the problem.  He did not have an answer.  I asked him about the possibility of requesting an HR 24 when a replacement is sent out for the non functional HR 22.  He said this was possible and I needed to make sure that I mention to tech services that this was a "swap" and not an "upgrade". 

I was transferred to tech services where I explained my story once again.  I was told that he can not swap an HR 22 or request an HR 24.  I would be taking my chances with a replacement that would be an HR 22, HR 23 or HR 24.  I was told by the technician that since I have an HR 22 he can put in an upgrade request for a discounted price.  I told him that he was out of his mind and advised him this was not ethical as I just purchased the HR 22 and now he wants me to buy another refurbished unit.  We finally agreed to have a tes carrying an HR 24, a switch would be more feasible. 

I finally asked him if there is a difference with the HR 24 when compared to the HR 22.  He told me YES, the HR 24 offers a touch screen panel, more internal checks, better able to troubleshoot issues on a network and able to put out 1080p resolution.  The HR 22 is only able to put out 1080i resolution. 

To summarize, I AM SERIOUSLY DISAPPOINTED with DirecTV.  Just another example of corporate not standing behind their product or their technology.  Furthermore, it appears the customer service reps are NOT on the same page; conflicting stories, one department promises a fix and then transfers you to another department that is not able to deliver on the promise.  This was evident with several interaction with DirecTV.  It was disappointing that DirecTV does not have a money back guarantee.  WHAT COMPANY TODAY DOES NOT HAVE A MONEY BACK GUARANTEE????  It tells me that DirecTV is not to confident in their product or their technology.  This contradicting their online customer service statement.

Finally, I am appalled that DirecTV would risk losing a long time customer over a simple problem.  Honestly, to lose a long time customer over $199 refund or worse $50 on overnight shipping to get the product that my customer wants, expects and thinks he purchased.  Very poor business practice and decisions that their corporate office will be made aware of as well as the BBB. 


This report was posted on Ripoff Report on 12/13/2010 07:01 PM and is a permanent record located here: http://www.ripoffreport.com/reports/directv-inc/el-segundo-california-90245/directv-inc-shady-business-practice-their-policy-to-not-refund-money-no-money-back-gua-671185. 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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Updates & Rebuttals

#1 UPDATE Employee

Disclosures of Sales/Leases

AUTHOR: DebTheCSR - (United States of America)

I am a Customer Service Representative with DirecTV.  We are graded very strictly when it comes to the disclosures that are explained to the customer when they are leasing/purchasing any type of equipment upgrade.  The main disclosure is "Once the receivers are activated ALL sales are consdered final"  While the tech is there, you need to make sure that everything is working correctly before he leaves and before you sign off on anything.  What the rep told you was correct, you are not entitled to the refund of the $199 but if there is a technical issue with the receiver, that is why the protection plan is a great idea for moments like that.  DirecTV has awesome customer service that strives to put the customer first and I do sincerely apologize that you had to experience this bad ordeal.
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#2 UPDATE EX-employee responds

Don't Give Up

AUTHOR: Carie - (U.S.A.)

First off, Directv does not guarantee a particular model whenever a receiver is ordered, and you are not "purchasing" the HDDVR, you are upgrading. You get a "leased" receiver. The models of HDDVRs they have are HR20, HR21, HR23, HR24 and R22 (which dependent on  some other factors can be used as a HDDVR). Some may argue that the HR20 is better than the HR24, due to the internal OTA tuner, even though it is an older model. Generally speaking these units are similiar, the small differences being mainly the size of the hard drive and processing speeds.

I am assuming since you ordered the HDDVR online, you already had the proper dish type and lines run to the location. Since you already had HD in your home, did you also lose the HD channels on your other receiver(s)?

The channel loss you describe could also be attributed to cabling, a multiswitch, a bad LNB, bad or missing B-Band converters and not necessarily the receiver. Why don't you just schedule a service call and get this fixed? If it truly is the receiver it would be replaced at no charge. Also depending on how you have handled your account with Directv the service call may even be free.

Don't give up yet.

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#3 General Comment

Directv Article

AUTHOR: James - (U.S.A.)

For those of you that havent heard might want ot read this article.


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