Public Mediation

DirecTV (Headquarters) Dispute

J. H. vs. Directv
3705 Aspenwood Dr, Bedford, Texas, 76021, United States
Amount Involved: $2,600.00
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Statement of Claim
Complaints Involved (8) - View
Claimant says:
"We have been a customer in good standing since 2007. Since having DirecTV we had problems with reception but could fix it by rebooting. This did mean we missed parts of shows, but did not want to go back to cable. The past year and a half one TV would go out every hour then others (we have five) and it got worst. People came out several times all saying different reasons. Finally at one call I asked if I uploaded to the new genie would that fix it. I was told yes. I recently upgraded and no TVs worked save one. three people came out while we waited two weeks each time for an appointment. The final person found that the whoever installed it originally in 2007 hooked it up wrong to old lines that go around the entire house. He started completely over and installed a shorter line that goes directly to the main TV. He removed some device from our garage and placed it on the back of the TV. He said it was the original installers fault and all the others for not seeing it. I called to complaint and ask how will I be compensated for all the time I did not receive the reception I was paying for. The person sounded embarrassed but said all they could do was $20.00. When I said I have been very patient and that doesn't seem fair. He said what about $79.00. When I was silent, he said let me put you on hold and see what I can do. We were cut off. That was a few days ago. Meanwhile one of the TVs went out needing rebooting during a Seattle Seahawks game!"
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Additional Communication Between Claimant and Directv Hide
  • Sep 23, 2014, () added:

  • Thank you for contacting DIRECTV through PeopleClaim. I must explain that PeopleClaim is not connected to our Customer Service. This is only a third party site that allows you to post your complaint online. We do monitor this web site as a courtesy as we do try to assist our customers as much as possible. However, I must explain that I do not have access to your account information through this avenue. I can provide you basic information based on your message.

    We can only apply Time Without Service credit for documented issues that occurred for a significant amount of time. A significant amount of time is seen as being over 24 hours. If the cabling in your home was RG6 cabling, we would use the existing cabling that was already at the location when the services are ordered. Upgrading to the Genie actually requires a special installation that we would have completed in 2007, so the whole system would have needed to be rewired anyway. The fact that the you mentioned the service is having the same issue again would indicate this was not the actual problem as it did not resolve it completely.

    Situations like this can actually end up being an electrical issue. If there is an issue in the power being provided to the receivers (the voltage fluctuating), it can actually cause reoccurring issues in with the receivers. Please call us at (800) 531-5000 to speak with us so we can look into this further for you and resolve this once and for all.

    Thank you,

    Rebecca
    DIRECTV Customer Service

What Claimant Wants Hide
1. Compensation: time off work for meeting repair persons Oct 06, 2014 $100.00
2. Refund: Not recieving full package or service since 2007 Oct 06, 2014 $2,500.00
3. Monetary items with amounts to be determined: The above Oct 06, 2014 TBD*
4. Other – Copy claim to regulators Oct 06, 2014 $14.99
5. Other – Pay for claim posting cost Oct 06, 2014 $7.99
6. Other – Physical delivery charges Oct 06, 2014 $2.99
Just make me happy!
Claimant invites Directv to make a fair offer to resolve this complaint.
Cash total : $2,625.97*
*Amount shown is not final: total will increase when pending amount(s) are known and entered.
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Respondent's Counteroffer

There has been no response to this claim from Directv. This claim will remain posted until resolved
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