DirecTV Billing Problem

[JWilks]

I have been a long time reader of these forums and have admired the help and assistance that this group offers to other users of this site.  I have an interesting issue that I am hoping someone on this board can help with.

Last Monday I called DirecTV and asked for a new standard receiver and installation on a new TV I had just put in my basement.  The first person I talked to quoted me a price of $178 for the equipment and installation.  That price as obviously way too high, so I decided to call back again later to get a different CSR that may give me a better deal.  I called back a few hours later, got the same quote of $178, but when I stated the price was way too high, I got forward to a different department (customer retention, I think).  This CSR quoted me a price of 19.95 + tax (shipping and handling) and informed me the receiver and installation would be free.  I confirmed this twice with the CSR and they stated both times that the 19.95 + tax is all I would be charged.

I then received my bill in the mail later that week and low and behold I am charged for everything...for a total bill of 178.41.  I went online to look at the order that was placed and confirmed that the receiver and installation were in fact free, which it DOES show online.  So I call DirecTV today and of course none of their records indicate that any "deal" as given to me and there, of course, is nothing they can do since these are legitimate charges that they would give to any customer that wishes to add equipment to their account after their initial contract.  

I would not have ordered the receiver if I knew I would have been charged the 178.41, so at this point DirecTV is saying one thing and I am saying another.  I really have not had many problems with them until this time, but this is a major difference in what they stated the price was going to be when I ordered and what it actually turned out to be.  

Does anyone have any advice on what I can do to get the response that I deserve from DirecTV?

Thanks,
Joel

[gparris]

Other than using a microphone or other method of recording their voices during a quote, which is illegal unless they are notified and allow it, you are probably going to have to pay it, IMO.
It is sort of a "he said, she said" sort of thing with verbal quotes, nobody takes them for real unless it is backed up in writing, at least in this country from my personal experiences.
Contacting Directv customer retention a few times can produce results, but don't hold your breath, either.
Did you get the operator name and number, a confirmation code for this "quote" during the conversation?
If not, you have little to stand on.
BTW, when is your Directv contract up, or did you "extend" it by having this installation done (as is typical with Directv service as I understand it)?:eek:

[Bebop]

Tried to talk to a supervisor?

All the years I dealt with DirecTV, what ever was quoted on the phone was the price I paid (most of them are free).

If the reference of free receiver and installation is still in your online account, get a screenshot and email it along with your explanation to them.

[Bluto]

If the online system still shows the equipment/install as free, I'd take a screenshot of that right away if I were you.  If it shows it as free online, it has to be in their system as free too.

[vegasvic]

It seems odd that online would show one cost and their system would show another.  It should be exactly the same.  

But if it shows the $19.95 online then all you have to do is capture the screen and/or print it off and you'll be fine.

[JWilks]

I just wanted to give the folks that responded an update and a better explanation of what is showing on my online version of the order.

Yesterday, when I spoke to a supervisor he mentioned using the "Contact Us" section of directv.com, explain the situation and attach the screenprint of the order online if you can.  Of course you can't attach a screenprint right away, but I wrote a note explaining the situation and received a response this morning.  The person requested the screenprint be faxed to them, which I did.  I am still waiting to hear back......

As for what is on my bill, here is a better explanation of what is there.  Here is exactly what is stated on my bill

Standard IRD           Quantity=1          Total=Free
Professional Installation    Quantity=1 Total=$80.00

Standard Professional Installation  = Free
Handling = $19.95
Tax = $9.46

Total Price = $178.41

I understand that the total says $178.41, but by reading what is on the order statement online, it states that the receiver (Standard IRD) is free and that the professional installation is also free.  How they arrive at $178.41 based on what is shown online is beyond me.

I know this is a "he said, she said" situation, but if they look at my call history they will see that I rejected their offer of $178.41 a couple times before I placed the order.  I obviously did not want to pay the $178.41 and would not have placed the order if I knew that is what I would be paying.  I hope this can be taken care of, but it seems the days of "the customer is always right" are LONG gone.

[Blitzburgh]

Just call up and get a supervisor and explain what happened. I am sure they will work with you. If you dont get the answer you want call back. Some people there are awesome and some are pains in the ass.

[JWilks]

After 3 phone calls yesterday and numerous emails, I finally got a supervisor to call ME and inform me that of course their billing was messed up and they would be refunding me the cost of the receiver and installation.  So after 2 days and 5 phone calls and 6 emails, I finally WON!!!

Thanks to everyone for your advice and help, I greatly appreciate it!!!

[Blitzburgh]

Unfortunately it has to go that way for whatever reason.

It is not DirecTV, it is the people you end up talking to. You can have this with any company.

Glad to hear you are able to get the situation resolved.

[gparris]

After 3 phone calls yesterday and numerous emails, I finally got a supervisor to call ME and inform me that of course their billing was messed up and they would be refunding me the cost of the receiver and installation.  So after 2 days and 5 phone calls and 6 emails, I finally WON!!!

Thanks to everyone for your advice and help, I greatly appreciate it!!!

Sorry if I sounded a  bit harsh, but lately, it seems you have to be vigilant and cover your butt with everything, including being pushy until the company gives in.
Congradulations!:wave: