DirecTV Will Get Their $280
Though I haven’t changed my position that Cancellation Fees Must Die, it was interesting to discover that DirecTV was/is monitoring social media for brand mentions, since someone from the DirecTV Office of the President left me a voicemail this morning due to yesterday’s post (and my Twitter mention). I called “Veronica” back when I got back to my office 45 minutes ago.
It’s clear to me that I didn’t “follow their rules” and shame on me. Perhaps you think that I’m not justified in raining-on-DirecTV’s-parade with my rants — and I could probably get in to the inferior quality of their supplied DVR as another justification for my buying a DVR replacement at Best Buy — but suffice to say that due to a broken DirecTV DVR I had a choice: go to Best Buy and have DirecTV service back up-n-running within two hours, or what I now know “their rules” required. Those rules dictated that I contact them for a replacement DVR (and $5.99 per month in a service contract to “protect” their inferior product) while waiting what….3 days for the replacement to arrive by courier and thus be without service?
Since you and I “agree” to allow our conversations to be recorded (you’ll hear that boilerplate mention by DirecTV’s voice response system at the beginning of the recording below), so legally I can record it too and have done so in order to post it so you can hear the reason for their call (I edited out my phone/account number, the music, and got right to the interaction with Veronica).
The punchline? They’ve got me and one could argue that I don’t have a leg to stand on and — having run strategic alliances with a major software company where contracts are at the core and I read and understand every nuance — I should know better. You’d be right, but I’ll wager you don’t read Terms & Conditions of your satellite, cable, Google apps, Twitter and the hundreds of other Web apps you’ve signed up for, have you?
I’ll give them their $280 cancellation fee. But if the more than 40,000 views and pages of comments on this Target Trutech post (or searching on “Trutech” showing it as the #2 link in Google) is any indication of the attention this and yesterday’s post will surely receive, I’m going to guess DirecTV will find that being just a touch more reasonable with someone who’d been a customer for nine years might’ve been a wiser investment than a phone call of no value to either side, and the nickels-n-dimes they’ll get with their cancellation fee.
About Steve Borsch
Connecting the Dots Podcast
Podcasting hit the mainstream in July of 2005 when Apple added podcast show support within iTunes. I'd seen this coming so started podcasting in May of 2005 and kept going until August of 2007. Unfortunately was never 'discovered' by national broadcasters, but made a delightfully large number of connections with people all over the world because of these shows. Click here to view the archive of my podcast posts.