I received a flyer in the mail regarding the prices that you were offering for you services. When I called, Rep. Joe Watkins also confirmed the prices that were advertised on your mail flyer. The flyer outlines that as an existing customer that we are entitled to save an additional $5 /month for switching back to Direct TV. It also lists the prices $5 lower than what is advertised online. However, now that I have been charged for my first bill, I am not receiving that $5 additional discount and I am being charged $34.99 vs. 29.99 that is advertised in you mail flyer. Here is what you sent me in the mail.
Direct TV Flyer pictures by osue077 - Photobucket
As you can see in the flyer, it is clearly written and outlined you prices, however my bill is not reflecting this. I am disappointed that the 4 individuals that I have spoken to on the phone have not been able to correct this error and lacked the customer service promise you proclaim.
This was the reply that I received…
Dear Mr. Travis,
Thanks for writing. I see that you're one of our new customers and I would like to welcome you to the DIRECTV family.
I understand your concern with regard to the cost of your DIRECTV service. I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 24 hours). For immediate assistance, please call us at 1-800-531-5000.
Thanks again for writing.
Employee ID 100206903
DIRECTV Customer Service
Followed by this shortly after…
Dear Mr. Travis,
Thank you for taking the time to wrote. i understand your concern about the pricing of your new customer offer. I was not able to open the link that you included in your email. you would need to attach the offer to your email as a PDF. I have reviewed the 1st Quarter offer that you accepted. Your offer includes a $26 for the first 12 months and $16 for months 13-24. Additionally you have a $5 rebate for 12 months. Had you activated your service with CHOICE at $60.99, once the rebates posted your net cost for the package would be $29.99 a month. I see that you activated your service with CHOICE XTRA at $65.99. With the rebates the net cost would be $34.99.
I have reviewed your order and can see that the offer you chose was for CHOICE XTRA. This information was also included in your confirmation letter. For your reference I have attached a copy of the confirmation letter that was sent to you. To open the printable file, you'll need Adobe Acrobat Reader which you can download from Adobe at Adobe - Adobe Reader download - All versions
Additionally, you have free HD Access for life. This offer requires a minimum base package of CHOICE XTRA . Were you to lower your package to CHOICE you would no longer be eligible for this offer and it would be removed.
I am very sorry for any misunderstanding concerning your new customer offer.
Thanks again for writing. I understand this is important to you, Mr. Travis. We will continue to strive to provide the best possible experience to you.
DIRECTV Resolution Specialist
So I obliged them and sent the PDF files …
Customer By Email (Travis Leonard) - 03/08/2011 03:57 PM
As you requested, here is the PDF files of the service that was mail to me. Also, I have received a second mailer today with the same exact offer to me so now I have 2 copies of this offer from you.
As highlighted in bold on Direct1, it states in the first paragraph "As a former customer, you're entitled to save an additional $5 a month"
The offers that are then listed show the "Choice 150" channels for $24.99, "Choice Extra 210" channels for $29.99 and "Choice Ultimate 225" channels for $34.99.
This offer shows valid until 7/20/11 as indicated at the bottom of Direct1 in the fine print.
These are the prices that I discussed with your representative, Joe Watkins as the prices for the packages and that he quoted as a returning customer. I thoroughly discussed this and the prices with Joe multiple times and every time the prices that we discussed were what were on the attached files. There is no misunderstanding regarding this matter, rather a misrepresentation of the prices that you are offering your customers. I am very disappointed that I have had to spend this much time and energy to get the offered price that you 1) sent to me in two separate mailers 2) quoted to me over the phone when I signed up for the service.
Please let me know if there is anything else that you will need from me regarding this matter. A response from you would be great, notifying me that you have corrected the problem and that you have changed the prices to reflect what is detailed in the attached flyer.
That is what the sent back to me…
Thanks for writing us. Your information has been escalated to me for resolution, and I understand your frustration regarding the promotion you've been expecting.
Difficult experiences like the one you had are rare and we certainly do not take them lightly. Thank you very much for bringing this to our attention, and I apologize for any inconvenience this issue has caused.
Reviewing your account and communications, our records indicate that a new account was activated. While we received your attachment in regards to the promotion for the additional $5.00, that offer is only eligible for accounts that have been reactivated. As this is a new account, the offer is not eligible.
Moving forward, Mr. Leonard, we know you're busy, and we appreciate you taking time out of your day to share your thoughts and feelings with us. While we can't change the events that have transpired, we will do everything we can to move forward with you, and give you the best in class customer service that all of our customers deserve.
I understand this has been a frustrating experience for you. We respect your time and I thank you for giving me the opportunity to personally address your concern.
Nathanial W (ID 440450)
DIRECTV Resolution Specialist
My final reply was this…
I am doubtful, that this is a rare instance since your reply was so quick, scripted and unresolvable.
As I have pointed out to every person that has been contacted in regards to this intentional oversight, I did initially state that I was a previous Direct TV subscriber, that I had the flyer indicating I was a returning customer and that it listed an additional $5 discount because I was a returning customer and your sale representative quoted me the prices to reflect this. The returning customer discussion has been in place since I placed the initial call. With you now admitting that my account was opened as a "new" account shows admission that your company has intentionally misled me as a patron and misrepresented your advertisement and that your company will use any means necessary to cheat the customer. If you were a company with any integrity, you would have immediately changed your position and honored your advertised price that was quoted to me on the phone instead of pandering me with an excuse of how you only give the discount to reactivated account-which is what was supposed to have happened in the first place however your sales guy neglected to accomplish that, not me the consumer. I gave your company all the information to correctly activate this account. You are unwilling to change the events that have transpired which is your fault, not mine. That equals the worst possible customer service that I have ever encountered and I truly hope that you do not extend this same level of disingenuous deception to all of your customers. Not only have I now gotten every excuse in the book, it just reinforces why I ended my service with you the last time.
Moving forward, I will make it a point to forward this correspondence to all of the employees that I work with and use every source of social media to expose your egregious business practices so that the 120 dollars that you are stealing from me is compensated for in other ways.
Lastly, if this is the reason why there is a 5 dollar difference in my bill, why has this gone thru 7 different people, each time with a different excuse from each representative. The transparency of your misrepresentation and deception is obvious.
Thanks for lying to me, wasting my time and showing me that your customer service is a joke,
What would you do about this?