I have been a customer for 2 years and have a monthly plan of about $112.00 per month. Had my DVR go out today. I called Customer No-Service and we walked through the "trouble-shooting" and the receiver would not power up. After trying 3 different trouble-shooting techniques, the rep told me the receiver would need to be replaced and all I would have to pay would be the shipping and handling because it is covered under warranty! The cost would be only $19.95 to have a new one shipped to me and how would I like to pay. I told her I have no intention of paying for a new receiver being shipped which is under warranty - she said - "that's policy" - I told her I needed to speak with someone who is a decision maker. She transfers me to her "supervisor" (certainly NOT a decision maker) - he tells me "only having to pay $19.95 is a good deal to swiftly get your new receiver" - I told him I have no intention of paying it shippng cost. HE, as the rep did, state this is policy. He told me "I recommend the maintenance plan of $5.99 per month" - what a joke!!! I told him I wanted a decision maker - he said he could have a manager call me back but would need to "schedule the time" and it would be between 24 and 72 business hours before I heard back. Mind you, the "shipping" would be 48 hours. I asked him if he is willing to lose a customer over a $19.95 shipping fee who has been with you for 2 years, paying over $110.00 per month and NEVER late, he responded are you willing to leave over a $19.95 shipping charge? My response was it is the principle and not the amount of money.
Needless to say I will be LEAVING and guess what - their savings of a one-time fee of $19.95 will be more than off-set by the revenue loss of over $1,200.00 per Year. This shows you how short-sided idiot supervisors in a customer no-service area are.
Take it a step further - I can give someone a referral and get $100.00 off the billing yet, when equipment breaks and I need a new receiver - that $19.95 is on ME!
I highly doubt any of the Corporate folks ever make their way into these posts - I only Hope one does in order to get a sense of how their Customer No-Service may be driving their business!
If anyone out there has contact info for the corporate suits - please pass on and I will contact them as well.
call corporate in californicate,310-535-5000 they dont care either,been on hold for almost 5 minutes now and this is the 2nd time ive called tody, & last friday, they are a joke and dish is worse. for the top 5 exec's makeing over 13million dollars together you'd think something good would happen when you call them.....not
Yup, I'm just now finding that out the hard way... Sooner or later, DTV will be outta business... With as many complaints they are generating.... I was completly unaware of their fraud until now... got to make it public!