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It depends on the "CSR". If they do not swap it out correctly then yes the system thinks you are getting an upgrade and extends a contract. If it is done as a service swap in the system then it will "NOT" trigger one. You just have to emphasize that it is infact a SERVICE SWAP. They are supposed to ask,"is this a technical issue or an upgrade?"
 
thetech2009 said:
It depends on the "CSR". If they do not swap it out correctly then yes the system thinks you are getting an upgrade and extends a contract. If it is done as a service swap in the system then it will "NOT" trigger one. You just have to emphasize that it is infact a SERVICE SWAP. They are supposed to ask,"is this a technical issue or an upgrade?"
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Thats it though, it should not depend on the CSR. If it does, it is still a condition on how things are being run. It needs to be fixed.

I should not need to worry about if I have a good CSR when it comes to things like this.
 
msmith198025 said:
Thats it though, it should not depend on the CSR. If it does, it is still a condition on how things are being run. It needs to be fixed.

I should not need to worry about if I have a good CSR when it comes to things like this.
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Oh I agree, they also need to debug the system so this doesnt happen!
 
Van said:
That is completely not true, last December I had my third H-2Xgo bad and had to add on the service plan to get someone out to fix it ( still in my first year of contract ). Three months after replacing it I had to deal with a billing issue and that was when I found out that they (Directv) had extended my contract an additional year. I have had to call three times now to get this corrected on my account so that I can end service in February 10 instead of December 10.
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Hmm, they, direc specifically told me that in no way
would a contract be extended if you have the protection plan..

It does not surprise me to hear that direc flip flopped on this..

They did it to me as recently as a month ago..
Not on replacing a bad unit, on pricing.

its just bad bussiness.
 
lern4483 said:
Hmm, they, direc specifically told me that in no way
would a contract be extended if you have the protection plan..

It does not surprise me to hear that direc flip flopped on this..

They did it to me as recently as a month ago..
Not on replacing a bad unit, on pricing.

its just bad bussiness.
Click to expand...
Read this or any other forum about business dealings and you will see that you can never take any business at its word.
 
rad said:
Guess it's a YMMV since I had the PP and have replaced STB's (a H20, R15 and HR22) and none of them caused an extension.
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EXACTLLY, and the MAJORITY of the transactions are being done correctly but it the minority getting all the press. However I am in firm agreement that after any customer has been in the provider's camp for more than two years the contract requiremnts should not exist any longer unless maybe you upgrade to a totally new system.
 
charper1 said:
I am in firm agreement that after any customer has been in the provider's camp for more than two years the contract requiremnts should not exist any longer unless maybe you upgrade to a totally new system.
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:up
 
charper1 said:
EXACTLLY, and the MAJORITY of the transactions are being done correctly but it the minority getting all the press. However I am in firm agreement that after any customer has been in the provider's camp for more than two years the contract requiremnts should not exist any longer unless maybe you upgrade to a totally new system.
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I agree with that
 
I've been thinking of buying that Universal RF Remote from DTV's site. Any chance of that extending my contract? I don't have the Protection Plan.

If it did extend my contract, how does one obtain that information? It's not on the web site, from what I read here, and asking a CSR is rolling the dice, right?
 
scoop8 said:
I've been thinking of buying that Universal RF Remote from DTV's site. Any chance of that extending my contract? I don't have the Protection Plan.

If it did extend my contract, how does one obtain that information? It's not on the web site, from what I read here, and asking a CSR is rolling the dice, right?
Click to expand...

If you are worried about it just purchase the remote from Best Buy instead of Directv.

DIRECTV - Universal 4-Device Remote - Off-White - RC64RBK
 
We are in the same position. We had no commitment, but found out that a replacement under the repair plan had triggered a claimed commitment, and we have so far been unable to free ourselves from this claimed indentured servitude despite emails and calls. We are beyond peevish, and consider D*'s policies to be false, deceptive and misleading trade practices under Texas' consumer protection laws. At the least D*'s policies are deceptive and infuriating. At the most, illegal.

We really have no problem with the actual TV service other than the blanks during thunderstorms, but the unbelievable cynicism of D*'s attitudes towards its long term subscribers is disturbing.

We'd have been clueless except for discussions here. Nothing D* has ever sent us or showed us would have told us we had a claimed commitment, until we asked.
 
jtwex said:
Seems strange to here that they are extending contracts on broken equipment. Maybe it was the fact that my H20-600 overheated & melted leaving me out of the auto-extension, but I'm not going anywhere anyway so no worries. I never knew the protection plan protected you from the extensions, thanks for the info.
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Many of the H20-600's were subject to a recall over the heat issue. Equipment replaced due to a recall certainly should not have extended a contract!
 
People keep saying we (and especially me) have a biased against DirecTV. This is not the case at all.

But these folks saying that we are biased also keep on saying there is nothing wrong at DirecTV.

The first step of recovery is admitting you have a problem.

There is a problem at DirecTV and it needs to be fixed. Some folks want us to stop posting these issues that DirecTV is having. These issues are very real and should be reported.

I want to see DirecTV get better and get back on top again. The only way this can happen is if DirecTV admits they have a problem, once they do that then the healing can begin.

Is it bad because we report these things and want to see DirecTV get better?
 
Keep saying it like it is Scott!

Scott Greczkowski said:
People keep saying we (and especially me) have a biased against DirecTV. This is not the case at all.

But these folks saying that we are biased also keep on saying there is nothing wrong at DirecTV.

The first step of recovery is admitting you have a problem.

There is a problem at DirecTV and it needs to be fixed. Some folks want us to stop posting these issues that DirecTV is having. These issues are very real and should be reported.

I want to see DirecTV get better and get back on top again. The only way this can happen is if DirecTV admits they have a problem, once they do that then the healing can begin.

Is it bad because we report these things and want to see DirecTV get better?
Click to expand...


Scott,

I turely think you have to say it like it is. Continue ''not'' to pull punches!
Its your job. I would be dissapointed if you held back on this for fear of offending someone.-Too bad!

People have to ''stop'' taking it personally.

This about a service or services we pay good money for, for great entertainment.
If a company is taking advantage of us consumers or doing something nafarious,
thery should be called out!


If dish screws up let them have it
If direc screws up let them have it.

As well as if either company does something good, that should
be touted as well.

Direc tv is in the dog house right now. I see it as a lack of direction.
No leadership-They are sputtering.

I sincerely hope Scott continues to call them out on their declining bad service.
Hopefully someone at direc will hear whats happening and fix this aweful mess.
 
People also have to understand that when Dish had problems, Scott called them out on it also.

Right now it is all true and sometimes the truth hurts.
 
I agree with Scott that we should be able to discuss problems with any of the providers, including DirecTV's customer policies. We had kept DirecTV because it had the best combination of sound, picture, hardware and software for us. But, discussions here about D*'s policies concerning indenture through service commitments put us on notice that we had been scammed also, albeit possibly incorrectly. For us, the 'negative' information about DirecTV in this thread and elsewhere told us we had a problem we did not know we had, because DirecTV did not tell us they had made what amounted to an improper financial and contract claim against us.

But for DirecTV's cynical customer policies, I could White Knight D* quite easily. Underlying my own and some other Forum members' need to vent, there are real underlying problems with D* and maybe shining a light on them will change them.

Just my view. I'm old, and I've never seen very many problems solved by harboring and acting like everything is just peachy.

Nothing personal. We should have enough information to make informed consumer choices. It never offends me if someone chooses differently than I do, unless they personalize it and make me out to be a fool because I get my TV from someone different. Help, help!
 
Happy Camper said:
We had no commitment, but found out that a replacement under the repair plan had triggered a claimed commitment, and we have so far been unable to free ourselves from this claimed indentured servitude despite emails and calls.
Click to expand...

Have you tried the ellen.filipiak@directv.com e-mail address? She's the VP for customer care, if you haven't tried that address I'd recommend giving it a shot. It's similar to the CEO address for Dish that folks use when they can't get their CSR's to fix problems.
 
JAG72 said:
People also have to understand that when Dish had problems, Scott called them out on it also.

Right now it is all true and sometimes the truth hurts.
Click to expand...

Yes, they need to stop giving free NHLCI to people who call Customer Retention to complain about VERSUS.

This is a huge problem that must be fixed.
 
rad said:
Have you tried the ellen.filipiak@directv.com e-mail address? She's the VP for customer care, if you haven't tried that address I'd recommend giving it a shot. It's similar to the CEO address for Dish that folks use when they can't get their CSR's to fix problems.
Click to expand...

Thanks, Rad. I'll try it. Your help is just another example of how much info is available here from one member to another. I appreciate the help. I can't believe how clueless I was. When I found out D* had made a commitment claim against us, and it was just there lurking, it really bothered me.

Respectfully,

The Camper
 
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