April 21, 2001 Regarding misrepresented sales charge on my account for a DIRECT TV RCA television receiver that did NOT need to be replaced. On April 15, 2001 I went to purchase a Direct TV movie. My television screen read, for ordering information call ext. 732. I phoned and they were closed for the holiday.
On April 16, 2001, I telephoned and was walked through trouble shooting steps. I ran a system check and the screen read, check phone line. I disconnected the received and plugged in a phone - the phone line was in working order. They, Direct TV (800-531-5000 / 800-347-3288). advised I call RCA (manufacturer of the receiver).
April 16, 2001 I telephoned RCA (800-679-4776) and again they walked me through the same trouble shooting steps. Then advised there was a problem with the receiver and it needed to be replaced at a cost of $ 90.05. Believing the professionals I trusted their findings. They required prepayment of $90.05 to send a rebuilt replacement receiver. When I purchased my receiver in August 2000 it was my understanding this was a brand new receiver. They said they would take my receiver - repair it and send it to the next person.
I picked up my replacement receiver and telephoned Direct TV (800-531-5000) to remarry the access card to my receiver. Prior to hanging up with Direct TV I performed a system check and it read the phone line was busy. The customer service person advised this was because we were on the line.
I went to a Direct TV channel to purchase a movie and still the screen read, for ordering information call ext. 732. She advised my access card was full, the receiver hasn't called into the mainframe in a year. She asked if I had a computer and modem and if they were on the same phone line. The answer was yes. She said the receiver has not connected in a year - looping - therefore the access card hasn't been emptied. They were going to perform a callback and clear the card. They did and the message was removed from the screen and the ability to purchase movies was reactivated. THEREFORE, I did not need to purchase a replacement receiver at $90.05 from RCA!
I telephoned RCA 800-679-4776 and advised them of this misrepresentation of sales and charges. Their FIRST question to any troubleshooting call should be the obvious - do you have a computer? Do you have a modem? Are they on the same phone line or do they have their own phone line? THEY NEVER ASKED ME THESE QUESTIONS. When I presented RCA with this fact - she said too bad. They didn't know I had a computer and modem. And they would not refund my money.
What are the statistics of computers in homes?
What are the statistics of computers ON-LINE in homes?
THESE SHOULD BE ROUTINE QUESTIONS!!! FIRST AND FOREMOST. I DID NOT NEED A REPLACEMENT RECEIVER!!!!! I DID NOT NEED TO GIVE RCA $90.05 OF MY HARD EARNED MONEY FOR SOMETHING THAT DID NOT NEED TO BE REPLACED.
I am requesting your assistance in a refund of this inappropriate and misrepresented charge on my account.
1) They require prepayment and
2) The customer service response was too bad - we didn't know you had a computer! ----- BECAUSE THEY; DIDN'T ASK!!!!!!!!! It is not up to the consumer to know the ins and outs of how their system works.
It is up to the professionals to ask the questions to get the appropriate answers - prior to reaching into the consumers pockets! cc: THOMSON DTVS REVIEW BOARD INH 800 P.O. Box 7122 Indianapolis, IN 46206