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My DVR burned out and I was sent a replacement. I returned the bad one and it was received by them. A week or so later, I check my bill and notice charges of over $100. They were not for the dvr, but for sporting events on ppv from December 2007 and January 2008. A call to customer service indicated that they showed the events were ordered using the returned receiver and that I had never been charged for nor paid for. Since I did not have any invoices from a year ago, it was basically my word against theirs. I did check my bank statement on-line which revealed the amount of my payment to them for that time period included the monthly service and the ppv events. Called back to DTV to inform them of this (waited an hour) for an account resolution manager; who said that I had to pay because their tech showed that the events were on the burned out dvr. I told them to cancel my service . . . and was told that since I just got a new dvr, I was under a year's contract. I explained that it was a replacement and not an upgrade! Bottom line; after another hour on the phone; they realized that it was their mistake, they were reading information from the non-primary access card and credited me for the charges. I've been a customer for over 8 years and have noticed a drop in customer service.
By T. Williams
