New Member
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3 Messages
How do I formally dispute a DirecTV Contract issue?
I hae been a customer of the DirecTV service for 20 years. Due to our viewing patterns, we are considering a streaming TV service. When I spoke to a DirecTV representative today, I was told because I had a service call for their defective equipment that was replaced by their technician, in Oct 2020, my two year service agreement restarted then. That is not sitting well with me, loyal 2 decade customer, the equipment replaced by their technician to restore service and I am back into a 2 year contract. I want to professionally, legitimately dispute the $20 per month through Oct 14, 2022 contract cost. Does anyone know who and how I can formally elevate this contract terms dispute to? The rep I spoke to was polite but had no ability to handle my situation.
skeeterintexas
ACE - Expert
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28.3K Messages
5 years ago
TERMS OF SERVICE requires Binding Arbitration (see Sec. 8).
That being said, the EQUIPMENT LEASE AGREEMENT clearly states:
TERM OF COMMITMENT.
What is the term of my Programming Commitment? You agree to continuously maintain the minimum level of programming (as described above) with us as follows:
12 months for existing customers who elect to have new or upgraded Leased Equipment shipped to them.
24 months for all new customers, existing customers, and Movers Customers who upgrade to Leased Equipment that involves professional installation.
(edited)
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shannon02
ACE - Expert
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21.3K Messages
5 years ago
Replacing defective receivers doesn't start a new contract, it doesn't matter if they where sent or done by the tech. You may have been upgraded which does start a new contract.
(edited)
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TexasBrit
ACE - Expert
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14.1K Messages
5 years ago
Yes, replacement of defective equipment like for like does not trigger a contract extension. Replacement with different equipment does. What was your replacement?
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dfairhurst
New Member
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3 Messages
5 years ago
They supplied a new genie box because we were getting broken signal regularly. That did not resolve the issue, a technician had to come out and replace parts on the dish for the HD channels.
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dfairhurst
New Member
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3 Messages
5 years ago
It looks like I will have to hire an attorney to pursue arbitration. It is just a sad state of affairs when a 2 decade customer has to do this. Over the first 15 years, I routinely gave references for DirecTV within our community, with friends and family. However with the AT&T acquisition and the change in their customer service processes and procedures, I have been leery of a personal reference, this is just the icing on the cake it appears.
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sandblaster
ACE - Expert
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2K Messages
5 years ago
Was your previous receiver a genie? If not, that was an upgrade and the reason for the new contract. I can’t imagine hiring an attorney would be less than just paying the ETF. You should try escalating to corporate by filing a BBB complaint before going the arbitration route.
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skeeterintexas
ACE - Expert
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28.3K Messages
5 years ago
Attorney fees start at $300-$500 an hour.
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
@dfairhurst
If it were the same model line (like for like), even if not same model number, then the service agreement would be in error. You would need to call DirecTV to dispute. When you get the voice system say "cancel" so you talk to an account specialist (usually more experienced). They should see the repair order, verify like for like equipment that was activated as an upgrade by mistake, and be able to resolve the ECF problem.
To be sure, what were the model numbers of the problem box and the one that replaced it?
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