Public Mediation

DIRECTV-Dispute-#4034451

W. B. vs. Directv
2230 E Imperial Hwy, El Segundo, California, 90245-3504, United States
Amount Involved: Other terms
Complaint(s): Problem with a product
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"I recently purchased the GenieGo and an OTA antenna box from DirectTV. I am very pleased with the GenieGo system even though the DRM (digital rights managment) time limitations irritate me.
I hooked up the OTA box as I have also have a local analog cable feed to get local TV as my area is considered the Baltimore area even though I live closer to Washington DC. First of all the OTA box looks like it was manfactured in 1995. It is the size of a pizza box and the instructions are in a size 2 print front. I hooked the box up, went thought the set-up that took about 20 minutes of my life. Well nothing detected. I have set up many cable boxes before, and I also have a Windows Media player that previously used the same line feed. I tried a second time. I tried calling DirectTV and was placed on hold after 20 minutes I hung up. I sent their customer service and email asking for a return authorization and a shipping label. They insisisted I call and talk with a technician. I have previously dealt with their technicians and really had no desire to speak with an individual with the technical knowledge of a snail in broken english. I sent them multiple emails asking for an RMA and a shipping label. They kept sending back the usual form letter.. blah blah blah I need to go though the set up with some broken english speaking n00b first. I refused. After spending 3 hours of my life trying to install a large Pizza box sized OTA receiver I sent it back.
I recently asked for a refund of my $50 plus the $13 I spent on shipping and taxes for this POS and was told that 'ALL SALES ARE FINAL'.. read the fine print SUCKER.. and to top that off they are keeping the Pizza Box OTA receiver I sent them. I will still suscribe to the minimal service until my main DVR is paid off and then I will cancel my service.
I would advise all my FaceBook friends to not use them and also cancel your service. If this is the type of service that DirectTV thinks is acceptable then they suck and you should not do business with them.
I guess they think screwing loyal customers over for $63 trying to have them hold the bag on outdated/non-working technology is acceptable then my advice is to not do business with them.
Please repost this warning. Thanks."
...
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Additional Communication Between Claimant and Directv Hide
  • Jul 23, 2013, () added:

  • Thank you for contacting us on PeopleClaim. I am sorry to hear on any issues with your DIRECTV services. I believe you are referring to the AM21, which is a device that allows off-air locals from antenna to display seamlessly in the DIRECTV program guide. (Off-air locals appear only on the TV/receiver connected to the AM21 tuner.) The AM21 is not designed to pick up all local channels. You’ll only see ATSC locals. This device is designed to allow you to record over the air channels on your receiver. If nothing is detected, check to make sure you can get local channels over the air straight to your TV without the AM21. If not the over the air signal may not be strong enough for the AM21 to pick it up.

    The AM21 is not a leased device so we would not request a recovery kit for this equipment. We did not request for you to send this back as we do not have a refund option for this type of equipment. This is the reason we directed you to call us to see if we could help set this up for you. When equipment shipments are processed at the warehouse, boxes are discarded due to the amount of equipment that is processed. We track information by access cards and receiver ID numbers, not the address that it was received from. As AM21s do not have an access card or receiver ID numbers, we would not have been able to re-locate this item at the warehouse once you sent it to us.

    I do need to clarify that I do not have access to your account information through this avenue. If you would like to speak with further regarding this matter, please feel free to contact us by calling us at (800) 531-5000.

    Thank you,

    Rebecca
    DIRECTV Customer Service.

  • Jul 23, 2013, Claiming party added:

  • I followed the instructions and tried calling several times to be placed in a cue for technical support for over one hour. I also contacted your company requesting an rma and was told touch luck you bought it no returns allowed..

    i received a one time credit of $50.which is $24 short of what you owe me for return shipping and the people claims fee.. if I do not receive an additional credit i am going public with this request and I have already canceled a all premium programming.. you all want to screw me over you are only screwing over yourselves...

  • Jul 25, 2013, () added:

  • Thank you for replying back! I apologize to hear that you are not happy after the credit for the cost of the AM21 device. I do need to clarify that PeopleClaim web site is not connected to our customer service. We monitor this web site by choice because we value our customers and want to help as much as we can. We do not charge a fee to contact our support department and any fees you paid to PeopleClaim does not go to DIRECTV. We cannot reimburse you for fees you did not pay us.

    We may be able to look over an alternative to assist you, but this does require us to review your account. As the PeopleClaim web site is not part of our customer service, I do not have access to your account information and we do not suggesting posting this type of information. If you would like to speak with us further regarding any shipping fees for this equipment, please call us back at (800) 531-5000. If you would rather contact us through an online method, you can also email us at www.directv.com/email.

    Thank you again,

    Rebecca
    DIRECTV Customer Service.

What Claimant Wants Hide
Just make me happy!
Claimant invites DirecTV to make a fair offer.
1. Other – Pay for claim posting cost Aug 03, 2013 $7.99
2. Other – Physical delivery charges Aug 03, 2013 $2.99
Cash total : TBD
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

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