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Failed repair by technician resulted in charge for non-existent receiver and started a new 2 year contract with no upgrade

4 months ago a technician came to repair one non-functioning TV. He recommended that I sign up for the newer Genie receivers since I could get them for free with a new two year contract. So I called and requested that while he ate his lunch. Then he said that our "heritage" dish would not work with the Genie. Then he activated a heritage receiver (the same heritage model as the non-functioning one) and still could not get the system to work. It was very obvious he was not familiar with the technology. He eventually gave up and left with the newly activated receiver. I eventually found a wiring issue myself and fixed non-functioning TV using the original receiver.

Now I am being billed for 3 receivers though I only have 2. And I just found out that I am "signed" to a two-year contract though I still have the same old heritage equipment. I've tried calling in and got nowhere but frustrated by the don't-give-a-(Edited per community guidelines), can't-change-anything attitudes.

Is there anyway to correct this situation?

Lynn

Responses

Constructive

Employee

•

34K Messages

5 years ago

you said he told you the upgrade came with a contract so why is it a surprise?

1

0

Juniper

ACE - Expert

•

22.9K Messages

@Constructive

If I understand correctly, the issue is not that an upgrade came with a 24 month agreement. The issue is the upgrade wasn't done (left with equipment), and existing equipment was still broken, but the upgrade was still activated on the account.

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Like

5 years ago

Juniper

ACE - Expert

•

22.9K Messages

5 years ago

Tech on a service call suggested an upgrade, which you were ok with. However, tech was unable to complete upgrade and left with no new equipment installed and service still broken. You fixed issue yourself, but find out the upgrade was already on the account but not installed?

That is a very bad situation. Call DirecTV, when you get the voice prompt say "cancel" as I feel you need a more experienced agent to get this sorted out. Submit feedback on the appointment as tech did not finish anything.

What are the models of each box you have? Even if you end up doing a Genie upgrade, your current boxes may be compatible. Don't want boxes replaced unnecessarily, as that might end up being an overall downgrade.

6

L

lvanerden

New Member

•

2 Messages

@Juniper Thanks for the suggestion Juniper. I will try calling and asking for "cancel".

The current equipment is an HD24-500. And an H24-700 (my online account says I have two of these though there is only one. So I am getting charged an extra $10/month. The guy also left an extra set of dish electronics setting on my deck.

How do I leave a review about the failed service call that started all this?

Thanks again,

Lynn

Like

5 years ago

Juniper

ACE - Expert

•

22.9K Messages

You are not charged an extra $10. You should only have $10 HD and $10 DVR as they are for account services.

You pay $7 for having a 2nd TV, no matter what account services you have.

When you speak to the retention agent you can leave feedback on the appointment regarding the bad offer, incomplete work, and equipment left.

As a note if you do finish a Genie upgrade, only replace the H24 as the Genie works with your HR24. Though since the Genie is 5 tuners with 1TB space, compared to the 2 tuner and 500GB of your HR24, it is suggested to end up on which ever TV gets used the most and your HR24 on the 2nd TV.

Genie upgrade will add $3 Whole Home DVR (assuming you don't already have it). That is what allows both boxes to see the recordings of the other.

(edited)

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com

(AT&T has sold off their share in DirecTV)

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

5 years ago

L

lvanerden

New Member

•

2 Messages

Thanks Juniper, speaking to the retention agent worked! She was very knowledgeable and helpful. Rather than trying to deal with our local technicians again, the agent was able to remove the two-year contract agreement and the extra TV and receiver showing on our account.

So we still have a "heritage" system but are being charged correctly and are not in a long term agreement. Maybe next time it breaks, I'll try the upgrade route again. Hopefully that's not for a long while.

Thanks again,

Lynn

Like

5 years ago

0

Juniper

ACE - Expert

•

22.9K Messages

You're welcome. Hopefully when it comes time then you will have a much more capable tech. But you have a somewhat decent setup right now, even if your 2nd TV cannot use what you are paying for.

For reference:

Only replace the H24 with the Genie. (Not Genie-2 HS17)

Keep the HR24. Do not replace with Mini Genie Client.

This upgrade would have 24 month agreement and $3 Whole Home DVR.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com

(AT&T has sold off their share in DirecTV)

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

5 years ago

0

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lvanerden

Failed repair by technician resulted in charge for non-existent receiver and started a new 2 year contract with no upgrade

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Failed repair by technician resulted in charge for non-existent receiver and started a new 2 year contract with no upgrade

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