New Member
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5 Messages
INCREDIBLY HORRIBLE CUSTOMER SERVICE, GOING TO SUE
In the 25 years I have been a DTV customer, I have never experienced such horrible service as I have the past 7 months. I moved to a new house so DTV said just bring the main receiver and they would install a new dish and 5 mini clients. All good. One of the mini clients doesn't work after the first 30 days, and they want to charge me to replace it. I give them (Edited per community guidelines) and they say they'll take care of it. The nerve! Then I notice they are billing me for 6 mini clients. They insist I have them, but I only have 6 televisions (1 using the main receiver). They finally relent and say they will fix the billing. They never do. Meanwhile, one of the channels I am supposed to receive doesn't play. I call to complain, they don't fix it (but I still pay foir it). And then yesterday, one of my mini clients won't play, the TV says I have too many active receivers going and to remove one. So, I call again. The first DTV agent is basically useless. His supervisor comes on (only took 40 minutes!) and tells me that my main receiver can only support 3 mini clients. I ask her why DTV sold me 5 and never said anything? She has no answer. And when I inform her of the overbilling, she offers to upgrade my main receiver. What about all the money DTV just essentially stole from me? She won't address it. I ask to speak with her boss. Today, her manager calls and asks me to explain my situation, so I do. She repeats it, only the OPPOSITE of what I say! She is beyond incompetent. It is like a bad SNL sketch that runs towards the end of the show. I am now interviewing class action attorneys to look in to finding others in the same position and filing a suit against DTV. Please reply here if you believe you may have a claim as well.
shannon02
ACE - Expert
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21.2K Messages
2 years ago
The HR44/54 Genies can only stream to 3 minis at a time and you can have 7 minis. You have 60 days to report billing problems. You are limited by the TOS to binding arbitration.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
Warranty replacements are $19.95 delivery. Though if it is not a box you already had, then if within 90 days of install/activation there should not be a charge if the new one is defective.
The regular Genie (HR34, HR44, HR54) because it must keep 2 tuners to itself for Picture in Picture (PiP), that only leaves 3 tuners (one for each Client). That is why it is suggested to have regular receivers/HDDVRs instead of Clients so you have the additional tuners.
The Genie-2 (HS17) has 7 tuners. Because it doesn't go on a TV itself and there is no PiP, you can run up to 7 Clients at the same time. However tuners and recording space are hard capped since it forbids other receivers. For a multi-TV household the regular Genie with HDDVRs is the the most capable setup, though you can mix with any Clients (such as wireless or 4K) depending on personal needs.
You ask an agent why an earlier agent did not educate you on the Client limitations? Of course she would have no answer. She can't go back in time and read that other agent's mind.
DirecTV has a 60 day billing dispute policy. However with an ongoing issue, and no resolution through customer support, I would go with a BBB complaint. That takes this to the corporate level. As you say you were told "just to take main receiver", which implies you had other receivers, I would absolutely mention the Client limitation as in my book that would be a downgrade (assuming your other boxes were H or HR models).
As for any further "claim", per the Terms of Service (ToS) you agreed to the arbitration clause. Per the forum guidelines legal discussion is not allowed, so any arbitration or such is between you and DirecTV.
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ARTinLA
New Member
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5 Messages
2 years ago
Thanks for your feedback, very helpful. For the record, the agent didn't tell me I could only watch up to 3 genie clients at a time, she said could only have up to 3 genie clients on the system, which is very different. And, DTV agent who arranged for service in the new location said I was only allowed 1 DVR receiver for the house, they would not let me have multiples on the same account in the same location.
I really do miss the old DTV which relied on the best technology and customer service.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
Sounds like agents are not using the best wording, newer agents confused about the specific limitations, or both.
You can only have a single main "Genie" on the account. If you have the regular Genie, you can have other HDDVRs. Only the Genie-2 (HS17) forbids having anything but Clients, which is a big reason I am not a fan of their all-in-one model.
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ARTinLA
New Member
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5 Messages
2 years ago
we only kept DTV because I was told that it easily allows us to watch a single recording on any TV that is networked while Spectrum has no such option (unless we stream it through their app). We have Specturm for intrernet and their customer service has been excellent. Just goes to show how things can really change!
Thanks.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
Whole Home DVR allows you to watch recordings from one HDDVR on any other receiver/HDDVR/Client on the account. By "networked" it has to be on the same cabling, so a box that is on a separate cabling and dish (such as a detached garage) wouldn't share with the others.
The Genie is DirecTV's Advanced Whole Home HDDVR so requires that feature to be on the account. For non-Genie setups, the feature was optional.
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