You'll enjoy this one!!! A brilliant business plan!!!
I've been a DirectTV customer for several years...never really had a problem with their service. Although a little more expensive than their competitors, I get the basic package that I pay for.
Almost a year ago (Oct 2007), DirectTV notifies me that I have to swap out my equipment becuase of upgrades they've made to their system. The upgrades in equipment would be handled for free and not doing so...would affect my service. In other words, if I didn't have them come out and change out the old equipment for the new upgraded equipment...DirectTV wouldn't work anymore.
Of course I said, "ok...change it." What did I care... They made an appointment and the service guy came out and changed the dish ( I remember him saying something about chagning to a 3 wire...instead of a 2 wire...or something like that) and he changed the box for the same reason. Still...no big to me. It didn't seem out of the norm for a company to upgrade their equipment.
In the last week, I called them with the idea of cancelling service. I was told that I was "within contract" because I had upgraded my equipment last year and if I canceled...I would be charged a cancellation fee!!! I discovered that when they upgraded the equipment...they hid a 2-year extension or contract on me.
I recapped the situation and how they "DirectTV" had requested and told me I had to upgrade the equipment and that I had never requested it be done. NO MATTER...they denied any chance of removing this contract period from my account saying...you had the option of not upgrading the equipment...I loved that one!!!
The fool proof way of retaining customers...tell them they have to upgrade existing equipment (whether they need to or not) and hide or play down a contract extension when making the swap.
I told DirectTV this scenario...but really...did I have too? They did it to me...and how many others have enjoyed this same treatment.
DirectTV...NEVER NEVER NEVER NEVER...sign up for their service.
I'm looking for any advice on who, what, when, where, and how to get this situation resolved. I want to part ways from these bandits...
Thanks for reading and I hope you have an answer to my problem.
Email me: firstname.lastname@example.org