New Member
•
2 Messages
Customer Service bait and switch
This has happened twice, once in November 2021 and again in December 2022. When having difficulty with tv reception or signal loss I called number on screen with error code. Got a person who insisted my equipment was obsolete and sent repair person out. This was on two separate occasions. On both occasions they assured me that there would be no charge or change to my current service and that the bill would remain the same and that I wouldn't be obligated to another 2 year contract.
In both instances an email followed the following day with the exact opposite information, that my bill would go up and that I was obligated to a 2 year contract. On both occasions it took me hours and several representatives to have them negate the contract and say that my bill would remain the same. This last time it remains to be seen and I will check.
It seems to me that one time might be a mistake, but twice sounds like a company policy to deceive their customers. This was especially true the last time as the representative insisted that I needed two new receivers although I told him that they had just been replaced in November of last year, when they insisted that I needed them then. This morning while trying to get the last debacle straightened out the technician told me that the receivers I have are the latest ones.
I believe that these practices are not good customer service and that enough people don't pay attention to the new charges to make it worth their while to continue doing this. I'd be interested if other people have experienced this.
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
There has been an issue with some agents processing a required MPEG swap as an optional upgrade in error. Certainly not company policy to deceive the customer, but with new agents and outsourced ones since the pandemic, quality of info provided has dropped.
To be sure if actually needed and how this should be done, what are the models of each box you have now?
(edited)
0
0
shannon02
ACE - Expert
•
21.2K Messages
2 years ago
Signal problems are generally caused by the dish needing to be aligned.
0
0
MaddieRose
New Member
•
2 Messages
2 years ago
Same thing happened again with the tvs, both went out at the same time no satellite connection. First repair is ONE week from when it went out. I'm waiting to see if they try and jack the bill and reup the contract.
0
0
shannon02
ACE - Expert
•
21.2K Messages
2 years ago
Service calls come with a 90 day warranty so there is no charge.
0
0
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
@MaddieRose
When you get repair it is the next available appointment. With how many customers they have, and short staffing from both the pandemic and the holidays, you are lucky it is only a week out. Once fixed, I would call and request a time without service credit to cover from the day you called about the problem to day of repair.
Your monthly bill does not get raised. However, service calls are $99 unless you are paying for the optional Equipment Protection Plan (which I don't suggest as you pay more in the long run). If you are getting a repeat visit for the same issue within 90 days, then the service call is supposed to be coverred by their "90 day worry free guarantee".
The service agreement is only affected if you do an upgrade of equipment. A service call, or waranty replacement of a box (like for like/same equipment line), does not have anything to do with the agreement. If a warranty replacement is activated as an upgrade in error, then the ECF would be disputable if you cancel before it ends. But if you don't cancel within that 24 months, then it wouldn't affect you anyway.
(edited)
0
0
RosalindRotman
3 Messages
1 year ago
After an hour on the line with a representative this morning, I was told they could offer a better rate for my 83 year old mother who could no longer afford the very high fees she had been paying for over 20 years. I should have waited on the line with "Win back" to make sure everything she was promised would actually turn back on.
No movie channels were activated. When I called back to say there had been an error, I was told that there was nothing Direct TV "Win back" could do to honor the commitment made by their agent because NOW the service was reactivated.
I said this was a bait and switch and that the "reduced price" was illogical for zero movie channels.
0
0
RosalindRotman
3 Messages
1 year ago
I have now been on hold for 90 minutes with "Win Back" waiting for a supervisor. Is the policy to wear people down so they quit and pay high fees or leave altogether?
0
0