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thebattman

New Member

 • 

17 Messages

Mon, Jan 13, 2020 6:23 PM

Deception, broken promises, bait-and-switch?

My story begins a little over 2 years ago at a Sam's Club and a DirecTV/AT&T contracted sales person who promised to install the newest 4K equipment if we switched (from DishNetwork). The promises included not only the newest DVR, but full 4K equipment and installation, plus the in-club deal as an existing AT&T Wireless customer was a locked rate so long as we didn't change package ( had never heard of a permanent price lock - but as I found out recently - there is no such thing).

Installation scheduled and tech showed up and did all the connections and confirmed everything except said our iternet wasn't fast enough for 4k. He said everything was in place when internet speeds were upgraded.

It took almost a year before our internet was finally capable of 4K - and still no 4K. After going round and round with tech support - they finally determined that the equipment installed "4K-ready" but requires a 4K Genie to actually use the 4K service. They wanted to charge us for an additional box and a tech visit to install, an unacceptable turn, considering we were supposed to have everything necessary all along. After an extended round with AT&T and the retentiondepartment - they agreed, "as a courtesy", to send the appropriate Genie box that should have been installed at my original install - but wasn't. I was promised no charge - with the admission the Genie should have been installed at the original installation date. I also made a point to specifically ask: "this isn't going to also come with another contract, is it? I was told under no uncertain terms that there would be no extension of my contract, as it was their error. I was impressed that the call center took responsibility.

Fast-forward to last month - when I called to inquire why our monthly bill that had literally doubled. Finally I decided to lower our package and the rep also applied 1-year discount. Next bill arrives - and it is even higher than the previous bill that caused my call to begin with. First person tells me there was a record of my call, but no record of any changes made. Was transferred to retention where I was told that there had been a $45 monthly credit issued for the next year - but that it somehow missed my bill - a bill that is on autopay - so was faced with either having bank return/reverse the debit, or just hang and wait for the next bill. I said this was not acceptable and to go ahead and close my account - I was tired of being told different things by different departments. He began to look through and informed me that we would have to pay a ETF because I was under contract! I argued there was no way - that I hadn't made any changes or signed any contracts since original installation. He pulled research and found that the email I was sent to confirm the appointment for a tech to install the 4K Genie... had language burried in the fine print - if I accepted and confirmed the appointment, I was agreeing to a contract extension! The retention rep offered to go ahead and issue an extra credit to my bill for the one that "missed" my auto-drafted bill - so my next bill should be marked lower. But he said there was no way to get out of the contract.

What kind of crazy deceptive practice is this?

And to top it off - this morning, on my one day a week off - I go into the living room and find that the 4K Genie... is on the fritz. After swapping HDMI cables, inputs on TV, resetting the box, then spending another 30 minutes on the phone with DirecTV technical support going through the same diagnostic steps - I'm told its going to cost me another $99 for a tech to come and fix it (which probably means swap out the 4K Genie).

I should have stayed with Dish....

Responses

shannon02

ACE - Expert

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18.6K Messages

1 month ago

DTV doesn't use retail stores, those people are employed by a third party company that sends the order to DTV. DTV doesn't need internet to work and their 4K programs use the sats. You need an HR54 Genie or an HS17 Genie2 to get the 4K channels and an C61K mini connected to the 4K TV to watch them in 4K. Replacing a defective receiver is only $20 for shipping.

(edited)

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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.
thebattman

New Member

 • 

17 Messages

@shannon02 I believe I mentioned "DirecTV Sales Contractors".

That being said - The equipment installed originally:

Receiver: Genie HR54/500 (Living Room)

Genie Wired Receiver (Bedroom)

Technician who installed said specifically that I had 4K equipment, but that my internet speed at the time (4mbs) was nowhere near fast enough for 4K service. He said that the 4K content required faster broadband. I can't help what I was told.

Fast forward to November of 2018 when our broadband was finally upgraded in our area to 44Mbps. I wondered why I still had no 4K service. Indeed - there wasn't even a 4K option in the settings of my HR54 listed (and still does if I connect it to my TV):

480p

720p

1080i

1080p

There isn't even a greyed out 4k option.

I called DirecTV and after they verified my equipment, said that I did not have the necessary 4K Genie to receive 4K programming. And that was the beginning of the massive frustrations (and hidden contract extension).

As to whether or not broadband is required - maybe that was part of the larger lie I was sold back in 2017 when we first signed on for installation. Maybe the installation tech was a fraudster? Or maybe it was a combination of all of the above? Regardless - its a form of bait-and-switch. IF broadband is not necessary for 4K, then that means the install tech intentionally didn't install what was necessary and THAT is why I didn't get 4K programming. And that would be 100% fraud (as my contract/paperwork at the time of signing up said 4K equipment).

So -

shannon02

ACE - Expert

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18.6K Messages

DTV doesn't have a contract with the third party company. Was the 4K TV there at the time of the install?

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.
thebattman

New Member

 • 

17 Messages

@shannon02 4K TV present at install, yes.

Who were the sales people with DirecTV name tags and documents, but not Sam's Club employees then?

(edited)

Juniper

ACE - Expert

 • 

17.8K Messages

@thebattman

The company that rents/leases space in Costco would be Smart Circle. They are a 3rd party reseller that sends new orders to other companies.

The HR54 doesn't output 4K. Unfortunately it was too far into production when the requirements for 4K changed. So 4K can only be received via one model of Mini Genie Client (C61K), and some select TVs using their built-in RVU Client (not recommended) instead of a Mini Genie.

DirecTV's 4K service has nothing to do with your internet. DirecTV is service by their own satellites, which is how the limited 4K content is delivered.

Here is the correct setup for the 3rd gen Genie. And of course 4K is not an automatic install because of the special setup, so must specifically be on the order.

HR54 Genie on non 4K tv (Can connect to a 4K tv, but will not provide the 4K feed to it).

C61K Mini Genie Client (wired only at this time) on 4K tv.

Remember Client has no tuner of its own, uses 1 from the Genie.

4K tv must support HDCP 2.2, HDMI 2.0, and 60 FPS

DirecTV Installation, 4K tv must be there

Package Select or above as of 12/15/2016 (used to be only Ultimate or Premier). So only the Family package will not get 4K service at all.

At this time there are only a couple channels in 4K (plus a few PPVs)

Even if you have multiple C61K or RVU clients, only one tv can be using a 4K channel at a time.

-------------------------------------------------------------------------------
(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.
thebattman

New Member

 • 

17 Messages

@Juniper Costco?

thebattman

New Member

 • 

17 Messages

So-again, I was lied to by multiple people in this "deal"...just like I said. And all the name of DirecTV/AT&T. My original paperwork clearly states 4K equipment.

Further, why did the tech support line not disagree with me when I told him the reason I had been given for no 4k service at initial Install?

shannon02

ACE - Expert

 • 

18.6K Messages

Sam's club may have Smart Circle or some other company.

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.
mdram4x4

ACE - Master

 • 

8.8K Messages

ok, the hr54 will never do 4k, only a c61k wired mini

what mini do you have?

also i stopped reading much after you said sams club

those third party sales are known to lie, and inout the order wrong

its important to read the order confirmation

next:internet, its not required for directv. the 4k comes via satellite

there are only 3 or 4 channels


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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.
Juniper

ACE - Expert

 • 

17.8K Messages

@thebattman

Sorry, meant to say Costco and Sam's Club. Smart Circle operates in both.

-------------------------------------------------------------------------------
(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.
bmbutler

Teacher

 • 

23 Messages

1 month ago

I’ve been with them over 6 years and they [EDITED] me to. Dish is being installed Saturday.

(edited)

mdram4x4

ACE - Master

 • 

8.8K Messages

as a former dish customer, i will welcome you back here in a couple of years


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Anything below the is a signature :
Note: This is a customer to customer forum, I am just a customer. Employees are identified as such.
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.

Teacher

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43 Messages

Walmart in our area, has 3rd party, same as the door to door folks. . Avoid them like the plague...long story short. In fact, anyone walking around in a retail store with a clip board. IMO of course