Their HD service does not work, and if you sign up, you are stuck. It's not the hardware, it's the software, which many people are complaining about, and DirecTV admits is faulty.
I think my complaint letter to the Better Business Bureau sums it up nicely. Notice how their attitude changes on the final comment. Even though they told me they would not take back the equipment, they are penalizing me for not sending back the equipment.
We signed up requesting a HD DVR that worked using their satellite system. They sold us a Tivo that required an over-the-air antennae which we did not find out until after the install. (The installer said it would work, but when we called DirecTV they said no.) DirecTV promised to ship us a new HD DVR when they released 3 months later. They did not. We had to pay $200. The device did not work and failed repeatedly. We cancelled the service the rep said they would waive the cancellation because of all the problems. They charged us a $150 cancellation anyway. We called to complain but they would not waive the charge.
Customer’s Desired Settlement
Refund us the $150 cancellation fee.
We are sorry for any inconvenience or misunderstanding. The only way we can waive the early cancellation fee is if you return the equipment to DIRECTV. If you will return all receivers, access cards, and remote controls to: Jabil Global Services
ICO: DIRECTV Dock #22, 4600 Pleasant Hill Rd., Memphis, TN 38118. Please be sure to send them via UPS or FedEx so they can be tracked and verification can be made that they have been received. You may also call DIRECTV at 1-800-531-5000 to order return kits for $20 each, which will include the return shipping label. Once the equipment is received by DIRECTV we will be able to waive the early cancellation fee.
I can not return the equipment. When I called DirecTV to cancel I tried to return the equipment. They said I owned it and they would NOT take it back. Their CSR recommended I sell it to recover some of the cost which I did. DirecTV is giving me conflicting information with each call in an effort to force me to pay as much money as possible. I have been lied to repeatedly and this is unacceptible and on the verge of fraud.
Company’s Final Response
We made the offer to allow you to return your equipment through the BBB website as a one-time customer courtesy. Our records show you accepted a commitment to DIRECTV service in return for equipment, and you have broken that commitment. You were offered a significant discount on the price of the HD DVR, which we do show you own. When you experienced problems due to a known software error, we did not find any record that we offered waive the commitment, but we did offer to replace the receiver at no charge. We show you refused the offer. We find the early cancellation fee is valid.