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New Member

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4 Messages

Fri, Feb 21, 2020 10:45 PM

Beware of $100 disconnect fee! Help- I need email and physical address to send dispute

Hello all- Direct TV has charged us $100 disconnect fee even though we have been customers for over 7 years. They require at least 2 years of service to waive the fee. A serviceman came and replaced DEFECTIVE equipment 18 months ago-they tell me this is new service so therefore we are subject to the fee. We spent an hour on the phone yesterday with customer service without satisfaction. A supervisor was to call us back (apparently unavailable yesterday) and we have yet to be contacted. I spent 1/2 hour on CHAT today without satisfaction. We have written a dispute letter that we would like to send to the powers that be . Does anyone have an email address or physical address to send to? Thanks much

Responses

sandblaster

ACE - Expert

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35.4K Messages

a month ago

There is no email address. ATT/Directv does not do customer support via email. You are right that replacing defective equipment with similar equipment should not start a new 2 year contract. However, if the new equipment was an upgrade (such as non genie to genie), an upgrade would start a new 2 year contract. So what was the old equipment and what was it replaced with? As for a mailing address, try reading the terms of service. I’m sure there is an address listed for disputes. Another option is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
shannon02

ACE - Expert

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19.1K Messages

DTV generally ships replacement receivers to you, a tech is usually only for upgrades.

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Juniper

ACE - Expert

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18.4K Messages

@gonda

Warranty replacement (like for like) does not renew the agreement. Upgrades of equipment, which includes adding an additional TV do come with a 24 month service agreement.

Since a replacement can just be shipped, sending a tech out to put in a new box sounds more like an upgrade was done. There would have ben an order confirmation automatically sent out at that time. If you still have the info, what was the model of the old box and what is the model of the replacement?

There are no supervisor callbacks. I'm guessing the agent just said that to get you off the phone as the call was going nowhere. You can try calling back and requesting to speak to a supervisor. If the box was replaced like for like, then they should see an incorrect order and waive the ECF. However, if it was not like for like then that would be an actual upgrade which the order confirmation, Terms of Service, and tech's handheld all spell out and would not be waivable.

There is no support by email. And lately I do not have much faith in what info is provided by their chat option. So calling in is what you can do. You could request the address for "Office of the President" for written correspondence. Beyond that you would be left with an FCC or BBB complaint.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

@sandblaster ​​ Thank you for your response. The equipment was a genie, replaced with a genie. It was obviously an upgrade but the technician did not explain the 24 month service agreement- we knew we would be selling within the 2 years and never would have signed it. We did not read all the small print when signing the forms, who does? We have sent our letter off to AT&T. If we do not get satisfaction, we will forward to FCC, BBB, and the NY Attorney General. The sad part is that we have been AT&T customers for 30+ years (yes, we had the original huge car phone) and we were not unhappy with our service, just moved with an interim period before we need service again. If not resolved to our satisfaction, AT&T/Directv has lost our business in the future.

New Member

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4 Messages

@Juniper Thanks for your reply. See my response to @sandblaster. It is all very infuriating. These mega-companies no longer care about a customer relationship.

mdram4x4

ACE - Master

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9K Messages

everything should have been spelled out in the order confirmation email you receiverd prior to the tach visit.

go back and read it.


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Award for Community Excellence 2019 Achiever*
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Juniper

ACE - Expert

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18.4K Messages

@gonda

If it was Genie to Genie (HR34, HR44, HR54), and absolutely nothing else, than that would be a warranty replacement as all 3 generations (including the revised HR54R1) are considered like for like and absolutely disputable.

Upgrade would be for different lines, so Genie above, Genie Lite (H44), or Genie-2 (HS17) are 3 separate lines. And if Mini Genie Client you have regular (C31, C41, C51, C61), wireless (C41W, C61W), and 4K (C61K), that has 3 separate lines as well.

So if replacement was same line and nothing else than order was placed wrong. Though order confirmation would show as upgrade with agreement, getting eyes on should validate the error. Call DirecTV and when you get the voice system say "cancel" so you can speak to a retention specialist, or even request a supervisor of that department.

If the old and new boxes were different lines, then upgrade would unfortunately be valid. Not reading the paperwork or "fine print" doesn't work in your favor. Really hope it comes down to was simply a case of wrong box checked so they simply submit an ECF waiver upon cancellation, or a credit for what was already charged.

(edited)

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

Thanks again for your insight and thorough response. I will take your suggestions. Have a great day!

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