Eric sent a message to Michael D. White, President, Chairman and Chief Executive Officer DIRECTV, Inc. – email address that said:
I am writing to complain about a false, at a minimum misleading, advertising situation and Technical Support unwillingness to stand by the capability of the equipment I purchased from Directv in December of 2015.
I have been a customer of Directv since the late 1990s. In December when we were moving into our new home, I upgrade all of the equipment for the new house. It included the HR44 receiver which at that time was advertised as 4K capable when the service was available. In April when the Master Golf tournament was being broadcast I saw the Directv advertisement that 4K channels of the Masters were available. I logged into my Directv account, read the information and upgraded to the required Ultimate package that should enable the 4K channels. Neither the App nor channels appeared so I called Technical support (1st Call). They reviewed my equipment and said I just need to wait for it to come through. I followed up last week (2nd call) and was then told that now the HR44 is now not capable and I needed to upgrade. My call was being transferred to a “supervisor” to help me. That transfer was lost. When someone picked up, I was assured that the notes were on my account and I would receive a call within 24 hours to help. I did not receive a call so I called again tonight (3rd call), starting from the beginning. I was eventually transferred to a supervisor, Steven , who confirmed that the HR44 was supposed to be 4K capable but that Directv has changed the requirements and now I need to pay $299 to upgrade to an HR54 if I want 4K channels. I refuse to pay extra to correct a promise that was made about the HR44 that now Directv will not honor. I could not be more angry about this poor service, breach of trust, false advertising and lack of loyalty to such a long time customer. I can assure you that my word of mouth interactions with friends and family from hear forward will not be complementary to Directv.
What’s worse, at then end, not even an offer to at least refund the extra programming fees I’ve been paying for something that Directv will not deliver to my equipment. When a mistake was made with the expected capability of the equipment, I expected it to be corrected.
I hope there is a remedy that you can provide that can start to rectify this situation.
Thank you for your time and attention to this matter.
Sincerely,
Eric
