1 Message
A 2 year contract add to my account because your equipment failed
I have been with directTV for almost over 10 years, I signed a 2 year contract about 10 years ago, I almost cancelled last year, and then a rep called me and offered me a promotional price for a year and he said there would be no contracted time just a discounted price for a year. So I took the offer,
Now a year later I cancelled my service after being with the company well over 10 years, and I see an early termination fee of $420 there is no reason I should be incurring this charge. I have not updated services to add new channels or anything in several years. I am on the line with a rep and he is researching, he is saying that since my equipment broke, I unknowingly was committed to a 2 year contract, so what I am hearing from direcTV is that the equipment broke and they underhandedly put me in a 2 year contract without my consent. Bottom line is that company has equipment that breaks, then to replace they secretly lock you into a 2 year contract. I ask to speak to a supervisor, said will be couple hours to get a call back. This is UNACCEPTABLE to add a contract to a customer because your equipment broke, I was never informed this would happen.
detuch254
ACE - New Member
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5.2K Messages
11 months ago
This is a public forum of other customers, so it isn’t our equipment.
You are right, failed equipment shouldn’t extend the contract, unless the equipment replaced was also upgraded, and at that point, it would be considered a two-year contract. In other words, if the replacement equipment was a Iike-for-like swap from the broken equipment, a contract does not occur. However, when the replacement equipment is an upgrade from the prior broken equipment, directv considers this to be an upgrade and therefore worthy of extending the contract.
I’m not a fan of this extension either. You can try to see the model number of the broken equipment that was replaced to see if you were ‘upgraded.’ If not, I’d file a BBB complaint to resolve this issue.
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Juniper
ACE - Expert
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22.5K Messages
11 months ago
@jmitchum86
This is a public forum of other customers, so not our equipment any more than it is yours.
If the box was a warranty replacement (like for like) than it would not extend the agreement. An upgrade would come with a 24 month agreement.
Depends on the model of old box vs the replacement if upgrade was legitimate or an error when it was activated. Assuming it was an error, you call DirecTV and when you get the voice system say "cancel" to route you to the cancelation department. If like for like (same model line) then error is obvious and they should submit a waiver request on the ECF. If that doesn't fix it then the next step is a BBB complaint.
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Skier999
1 Message
29 days ago
Would you consider Directv replacing a model C61K-700 with a C61K-700C-R an upgrade or a replacement? I ask because once they sent this new box to fix a problem (warranty replacement) they extended my contract 24 months.
The new box sits unopened and the old box is now working perfectly since they de-activated it before the new box arrived and then re-activated it upon my request (demand).
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litzdog911
ACE - Sage
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46.2K Messages
29 days ago
That's not an "upgrade". It's a replacement. The "R" in the model designates that it's refurbished. Call them. A replacement box should NOT extend your contract.
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Juniper
ACE - Expert
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22.5K Messages
29 days ago
C61K to C61K (regardless of manufacture code or R designator) is 4K Mini Genie to 4K Mini Genie, so like for like
If it was C61 to C61K than that would be an upgrade as different model lines (Regular Mini Genie to 4K Mini Genie).
The old box should not have been deactivated before the new one arrived as they are done as a swap. Since reactivating a box is not supposed to be permitted, the agent who activated it followed the wrong process as if activating a normal upgrade. You will need to call DirecTV to dispute.
Be aware the 24 month agreement cannot be simply removed. If you cancel before the end of it, they have to submit a waiver on the Early Cancellation Fee (ECF). Really wish they could submit the waiver on the issue before then just so it was corrected in the first place.
(edited)
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