How can I avoid Direct TV cancellation fees when I returned all equipment?

Question

I have been a Direct TV customer for 10 years and in order to receive all of the new HD channels I needed to uprgade and get a new receiver. I upgraded and had to sign a new contract. I received their new HD DVR and everything was fine at first. But after a few hours the unit locked up and no button on the remote or the front of the unit would work.

I went through tech support, they sent out a replacement and I ended up getting 3 different units - either a HR20 or HR21 - and all 3 replacement units had the exact same lockup problem. This took place over the course of around 3 months during which time I never had a receiver that would run for more than 5 hours and I kept paying the full rate for service.

I had no options other than to change to DISH and cancel now they have charged me $500 in early termination fees. DTV broke their contract to me by not being able to provide working service and I don't think I should pay a fee because THEY failed to provide working equipment

Answer 1

Give their customer service line a call.

Don't expect the first person that answers to be able to help you out with more than an apology.  For something this big, ask for a supervisor immediately.  Don't let the representative talk you out of being transfered to a supervisor.

Explain the situation to the supervisor.  Explain it calmly and kindly, because even though you might be pissed off-- people are way more willing to bend over backwards for a nice person.  Point out the fact that you were a customer for 10 years, and are highly disappointed with the company.  Explain to them the perils you went through with the units not working, and that you eventually had to cancel your service not wanting to pay for something that doesn't work (try not to mention that you already have another company servicing you.)

At the very, very least, your conversation with the supervisor will get you back what you paid for 3 months of service.  If you push hard enough (again, stay calm and kind!) you should be able to get back your full $500.

Don't threaten to simply not pay them... remember, you're dealing with a big company that will just send you to collections and be on with their day.  They don't need YOUR money, which is precisely why you should be able to get it back.

Good luck!  Be sure to update after you call!