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We have been with directTv for YEARs.

We have been with directTv for YEARs. we have long since been out of contract. A few months ago, one of our two boxes went bad and stopped working. We ALREADY had an unopened DVR receiver on hand from 2 years ago to replace it with. We called them up informing them that we had a box go bad and already had a replacement box and simply wanted to swap a bad box for a working box. the techs did just that, deactivated old not working box and activated the working box we ALREADY HAD. Fast forward to today. We called for cancelation of service only to be told that we upgraded equipment recently which automatically renewed a 2 year contract.

1. We did not request an upgrade of any kind, we ALREADY had equipment on hand and did not request any new equipment or features.
2. We were NEVER informed, verbally or otherwise over phone that ANY contract renewal was occurring. We only asked to replace a bad box with a box we already had and nothing more.

We should NOt be held to any new contract we did not agree to nor do we feel we fit any kind of customer agreement terms listed under "upgrading" considering all we did was replace a broken box.

As for where the box came from, it was a box from a relative whom USED to live in area and had direct tv that had canceled service and it was their already payed for box they no longer had use for after having moved. This was already purchased hardware and not hardware being leased or purchased at time we swapped it in for the broken box. Here is kicker, they are charging us to lease this box to boot!. WTF? They are trying to claim they have no record of this box therefor it is theirs outright. They have no record on our account because it was a box issued to someone else as free hardware that they keep should they complete their contract (and they did, because when they canceled they specifically asked DTV if they wanted box back and they said no, the box was theirs to keep). point being, this was someone else's owned box to do what they chose with and they gave it to us to replace our broken box. Why are we both being charged to lease an OWNed box AND why were we renewed in a contract for upgrading equipment using equipment we already owned to replace a leased box that BROKE (box was easily like 10 years old)
Adam asked this question 2 months ago
  • "Fast response, good information. Quality service. I will certainly be back should I have additional questions or concerns."

Related Questions

  • The Super Tech Solver

    Never give up! Contact me first. Always available and online.

    Accepted answer

    If you replaced a regular box with a DVR it is considered an upgrade. This is definitely a unique situation. When being upgraded a customer is told 'several' times because of the 2 year commitment. I suggest contacting Ellen Filipiak, Executive V.P. of Customer Care at the bottom of this page: http://dtv.client.shareholder.com/officers.cfm. It may take a few days for a response, but she WILL respond and help you. No reason you should be held to an agreement if you never knew about it!!

    7 comments

    4 other experts are backing this answer

    • The Super Tech Solver

      You can also complain at www.directv.com under the contact us link, but I recommend the above method as you have a definite contact.

    • Adam

      page cannot be found is what I'm getting for that link

    • Adam

      er, it was . that got added to link, looking into it now.

    • The Super Tech Solver

      Odd, as it worked fine for me. Here's the one for the office of the president. I believe they are the same: http://www.directv.com/DTVAPP/global/contentPag...

    • The Super Tech Solver

      As long as you get through. Such a crappy way to treat a customer!

    • Adam

      Problem was resolved through person you suggested promptly and correctly. Your wisdom much appreciated :)

    • The Super Tech Solver

      Awesome! Glad to help.

  • D Girl

    being in crg (customer retention group/save team), i am the last person you will ever need to speak with to...

    here is the new link: http://www.directv.com/DTVAPP/global/contentPag...

    0 comments

    1 other expert is backing this answer