Trying to cancel DirecTV

[wayner123]

How long have you had the service? They like to sign people up for 2 years agreements.

IME, you can try 2 other options besides your CC company.

1. Ask to speak with someone from the department that tries to keep you a customer. Most places call this their customer retention department. If you sign up for the move your service, you have a number of months in which to resign up. You can ask them if this will count towards your months as being a customer. If so, and the months pan out you can cancel when you reach the required number of months or a price at which you don't mind paying.

2. Call and ask to speak to a supervisor immediately. In my customer service experience as well as my wife working for call centers, They HAVE to give you to a manager when asked. If they don't, call back and try again. Sometimes I have had to call back and deal with a few before I get an experienced rep, as most are incompetent. Lay out your concerns to him/her and let them know you don't mind paying $200, and see how that goes. The manager/supervisor has power to change these things.

I have dealt with Directv many times and most of the time it's not pleasant. However, the phone calls are recorded and when you start mentioning how they claim to have the best customer service of any TV provider, they get nervous and usually comply.

Just for farts and giggles, I'll tell you my most upsetting story with Directv. I once had a remote control go on the blink. I was still under contract and told them I needed a new remote. By no fault of mine it went out and I didn't think I should have to pay $25+ shipping to get a new one. After almost 4 hours on the phone and multiple levels (levels are what they call it) of customer service, I get a lady who does nothing else but go ummm... let's see... ummm... hmm... for almost 15 minutes. I kid you not! I asked to speak to her supervisor as I was at my limit. She says and I quote "I don't have a supervisor, I am the highest it goes here". To which I replied, give me your boss then. Again she says I don't have anyone higher than me. To which I say are you the owner of directv? She says no. Then I say, then you have a boss and get him on the phone, whoever they are. She again starts in with the hmmm... and ummm... and I get so pissed and realize she is just messing with me, I hang up. I was furious. After a couple hours I calmed down and called back. The first person I got ahold of, was a first level rep. They immediately apologized after I told them my story, and she got the new remote out to me at no charge. The second call took all of 5 minutes. I say all that to show, yes I have had "experience" with them and if the first person gives you the slightest run around. Hang up and call back.

[GoatLocker]

Hmmm, a quick look at the fine print on their web site says "IF SERVICE IS TERMINATED BEFORE THE END OF AGREEMENT, A CANCELLATION FEE OF $20/MONTH REMAINING WILL APPLY." Not to say you can't try negotiating this down, but the fact that you are canceling your service doesn't give them much reason to work with you... Good luck.

[macpappy]

I recently canceled my DirecTV account and didn't have the hassle you described but that's because I waited until my 2 year contract was up. My fight - ongoing - is that when I canceled service last month they said they would send me shipping boxes & labels so that I could send the dvr and 3 receivers back at no charge. If I didn't send it back within 5 working days after receiving the box I would be charged for the equipment. Here's the catch: THEY NEVER SENT THE BOXES! I called and they said they did. I said by who and was told Fedex. I told them to check Fedex because I never received the boxes.

I am still arguing with them about this.

[forgop]

Originally Posted by GoatLocker

Hmmm, a quick look at the fine print on their web site says "IF SERVICE IS TERMINATED BEFORE THE END OF AGREEMENT, A CANCELLATION FEE OF $20/MONTH REMAINING WILL APPLY." Not to say you can't try negotiating this down, but the fact that you are canceling your service doesn't give them much reason to work with you... Good luck.

I didn't place the order on their website that showed this. It needs to be explained when I called or on the agreement I signed (which they can't produce).

[GoatLocker]

Originally Posted by forgop

I didn't place the order on their website that showed this. It needs to be explained when I called or on the agreement I signed (which they can't produce).

Understood, but I doubt they have different fees for digital transactions vs voice and paper transactions. They are a big corporation with a large legal department, and they have a pretty airtight contract. I imagine they will just charge your cc, assuming they have it on file. When you dispute the charge with your bank, they will side with DTV, unless you can show proof that the charge isn't valid. DTV is a big customer for the cc companies... If you google "directv early cancellation fee", you will see how some people were able to beat DTV, while most give up and pay. If you offer them a compromise, they might just take it. Good luck.