We have been with directTv for YEARs.
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)
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
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