2 Messages
I being charged for a Genie 2 tower
I am a senior citizen being charged 399.00 for a tower that I never asked for. I am on a fixed income so I cannot afford 399.00!
Direct TV credited me 99.00 but I still can't afford the 300.00 for the tower that I never asked for I just wanted to upgrade the box. There was an advertisement for a free upgrade so I called Direct TV, they sent a tech out and he installed the box and the Genie 2 tower. I was under the impression that they were both part of the free upgrade. Only to find out when I received my bill that it wasn't
I have been a loyal customer of Direct TV for over 10 years. I feel the loyalty that I have given to Direct TV is one-sided. I have told them I can't afford the 399.00 and they can come get the equipment only to be told that that's not how it works. They do not seem to care about my loyalty, they don't care that I am a senior citizen on a fixed income.
They look at the situation as bait and switch. They lured me in on the free upgrade only to charge me extra for a box that I don't need nor want or can't afford.
When I said I would cancel my contract with them they said that they would charge me 200.00 early cancellation fee. So either way they will get some money out of this old man.
I have always heard horror stories about Direct TV this is my first time living the horror.
Juniper
ACE - Expert
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22.4K Messages
4 months ago
Was the Genie-2 (HS17) on the original order? If so then that should have been free itself provided you qualified for a free upgrade in the first place.
But upgrades are not advertised as they are specific to your account. You have to call DirecTV to see what upgrade options you have. Where did you see this "advertisement"? Did you call DirecTV's normal customer support number, or did you call a number on this "advertisement"?
DirecTV does not categorize their customers. So low income, senior citizen, etc. does not change the options available. Pay TV is luxury entertainment, not a necessity of life, so doesn't get those special accommodations.
Once installed/activated, the upgrade is final. You only have until the work is done to cancel the order. This is why it is very important to read over the order confirmation to be sure all is as expected for what you are agreeing to.
Any time you deactivate a box, or even cancel the entire account, nobody is sent to pick up equipment. Anything returnable is dropped off with a participating FedEx/The UPS Store location for the free return.
Upgrades come with a 24 month service agreement which is valued at $20 for each month remaining. So if you just upgraded, the early cancellation fee (ECF) would not be $200 but closer to $460. That is not including your normal monthly bill.
Though there does seem to be some misunderstanding on your part on how DirecTV options work, the cost of your upgrade doesn't make sense under normal circumstances. So I feel there is some missing info to explain why a "free" upgrade became $399 as that is the one-time lease cost for the Genie-2 when you don't have a free one available.
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Smitty81
2 Messages
4 months ago
It was my mistake for ever trusting a large company like Direct TV! It was a screensaver advertisement that said free up grade. I have been dealing with Att/Direct tv for many years and this is the first time dealing with direct TV . I spoke with a Direct TV rep on the 22nd and he said it was a mistake for me to be charged I should have received the entire upgrade for free . He also said he would get back to me on the 23rd , of course he never did! When I called them, first I get a rep that I can barely understand. Then I get a supervisor and she tells there nothing she can do and I get transferred around about 6x's. Still no solution. I know that all equipment would be a return through UPS. This was a Bait and Switch scam by DIRECT TV . If at anytime I was aware of a 399.00 charge I would have stayed with my original box.
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gregeusa
New Member
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513 Messages
4 months ago
I would not call a bait and switch, but an ugly side to dealing with DTV.
You have to establish exactly what you will be charged, and get "evidence" BEFORE they install.
Unfortunately, the only way to learn this is through someone's misfortune, in this case, your misfortune.
Sorry it happened to you, but keep calling and complaining... they CAN right the wrong... just keep bugging them.
Greg
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Juniper
ACE - Expert
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22.4K Messages
4 months ago
@Smitty81
A "screensaver" advertisement? Ok so provided directly through the service, not on a channel, mailing, or other website.
Free upgrade would cover Genie-2 (HS17) and any Mini Genie Clients that were required (as the new server tower forbids receivers/HDDVRs). Though any 4K or wireless Clients may be additional cost, depending on current promotions.
You originally said the server tower (which is the Genie-2) you never asked for. Was the Genie-2 listed on your order confirmation reflecting the $399, or was this changed by tech on site and so cost added after the fact?
If on the order confirmation then you accepted the order as correct with install. However, if it was not on that order and instead changed by tech doing the install, then I would consider a BBB complaint.
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