Direc TV Rebates / absolutely unacceptable treatment
PO Box 6550
Greenvillage, CO [protected]
To whom it may concern:
RE: Account [protected]
My name is Ophelia Gray, and I have been a customer with Direct TV since August 2003. I am contacting you because I have been unable to solve a promotional issue through standard channels during the past month and a half and I am ready to press this issue farther.
On April 13, 2007, I received a phone call from a Direct TV representative with an offer to upgrade to DVR on a two (2) year contract and receive twenty-four (24) pay per view coupons. They company a few days later to set up installation, which was done on April 18, 2007.
On April 30, 2007, I contacted customer service about the coupons and was told they would be mailed that day.
On June 3, 2007 called again because I had not received the coupons and was given [protected] for which they transferred me to the internet department. The call failed several times. I tried customer service again and was told to fill out the redemption form on-line, because the system showed I should receive the coupons six (6) weeks from April 20, 2007.
On June 15, 2007 called again and spoke with Michael at 6:25pm EST who transferred me to the promotional department. Call failed. I spoke with Jan in customer service at 6:40pm who gave me [protected] again and was told to go on-line to www.directtv.com/rebates. When that didn't work, I called the number again and spoke with Brad at 6:55pm who said my account doesn't qualify for any rebates. He proceeded to give me [protected]. I called this number and spoke with Chrystal who transferred me to customer service, where I was told to give it a couple more weeks because they didn't see any offers at this time. At this time (7:05pm), April in customer service said she couldn't offer the promotion and would escalate the matter to management. I requested to speak with a supervisor. I was transferred to Bridget, who tried resolving the issue over her computer but failed. She escalated the account to the credit team. She also informed me to contact her on Monday between noon and 9pm [protected]).
On June 18, 2007 (the following Monday), I called the number supplied by Bridget, which was not a valid number. Called customer service at 5:50pm who saw the escalation was still opened and informed it would take 7-10 days for someone to contact me. The escalation was on the highest priority. Another note was made on the account.
On July 1, 2007, spoke with Victor at 5:10pm who hung up on me. Called back and spoke with Samantha at 5:15pm who informed me the computers were running slow and she couldn't pull up my account and transferred me to the equipment department. I spoke with Kim who said the system was updating to call back tomorrow.
On July 2, 2007 at 10:00am I called and spoke with Jennifer, who did another escalation to management on the highest priority and was informed to give 5-7 days for someone to contact me.
On July 17, 2007 at 9:15pm I spoke with Marge in customer service. She sees the escalation for June 15 and July 2 but said she couldn't access my account because of the escalations. She offered me $10.00 credit for the next 12 months, which I refused. Once again was I was given [protected]. I asked for the dispute department and was given the address for Direct TV. I was told there wasn't a number to contact disputes.
Upon accepting this upgrade, I agreed to a two (2) year contract and the coupons. Now I am locked into a contract for which appears to have been offered under false pretenses. This promotion was valid because I have three (3) co-workers who accepted the same promotion and had their equipment installed within days of mines and have not received their pay per view coupons either.
I have been very pleased with my services from your company until this point. But this on-going problem is absolutely unacceptable. In theory alone, I am angered by the way I have been treated.
I want to be contacted by someone who can actually help me, someone who can actually correct this situation. In my mind correcting this issue means (1) standing behind your promotional advertising (2) send the 24 coupons as agreed upon (2) a written explanation of exactly why this occurred and what steps you will be taking to ensure my future satisfaction.
I look forward to your reply and a resolution to my problem, and will wait until two (2) weeks from the date of this letter, before seeking assistance from the Better Business Bureau or other sources.
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