Star0210
Guru
- Joined
- May 7, 2016
- Messages
- 906
- Location
- US
- Vessel Name
- Sea Star
- Vessel Make
- 2004 Cruisers Yachts 50SS
What a total nightmare pain in the A$$ this has turned out to be.
Warning....long rant ahead. If you don’t want to read the whole saga, please skip to the bottom where there is a question. Lol
David and I ordered a new KVH TV1 system for the boat. We have direct tv at home. I called KVH and said what do I need from Direct TV to hook this up. They said to call direct tv and order an H24 or H25 receiver. I called direct tv and tried to order one. I was perfectly wiling to pay the $99 for it. The lady on the phone said I cannot order one because we have a Genie 2 in our house with the wireless Genie mini’s. I don’t understand how all these things work so I explain the receiver is for a different location and has nothing to do with my house or what equipment I have. She said it’s all tied together and they are not compatible. At one point I said I can order the receiver I need from any number of stores online and she said I could but that they wouldn’t activate it, that they no longer activate receivers from 3rd party sellers.
I said...ok, then give me back my old Genie equipment that I used to have that worked so much better than this wireless stuff anyway. She says she can’t order that either because I already have the Genie 2. Ok, transfer me to someone who can. She gives me her supervisor who was very snotty and said she could do it but it was going to cost me anywhere from $99-$299 just for the Genie...not including the $99 for the receiver. I said oh hell no Im not paying that. I said, just cancel my entire account and I’ll go to Dish.
She transferred me to the retention department where I had to recount the whole issue all over again. I had been on the phone at this point for an hour and 37 minutes. The call ended up being well over 2 hours long and my patience was shot at this point. I told the guy this really shouldn’t be this difficult and that at this point I just want to cancel my account. He says I’m still under contract until November and I will have to pay a $60 cancellation fee. I said I don’t care...I’ll pay that. I just want to be done. (Back in Nov 2017 David’s aunt was spending a lot of time at our house and she wanted some additional channels so I called to add the channels she wanted and that’s how I ended up with the Genie 2 equipment and a new contract which they didn’t tell me was going to happen. While adding the channels they tell me, oh you have outdated equipment...we can offer you the newer equipment for free. It will be so much better. That’s how you get you into a new contract. ). Anyway, the guy says “Give me a chance to keep your business”. Fine...whatever. He says he’s going to replace the Genie 2 with the regular Genie for free and give me a H24 receiver for free as well. Ok, that’s great...although I don’t mind paying for the receiver. We already pay a monthly fee for the Genie and each of the wireless minis so I wasn’t about to pay hundreds of dollars for the other Genie. He schedules a person to come out to install the Genie and bring the receiver.
Fast forward to yesterday. The guy shows up at our house. I was playing on the river in my dinghy and David was home. The guy does NOT have the H24 receiver and has 7 of the regular Genie mini’s. Should have had the main Genie, 6 mini genies and the H24 receiver. He says he doesn’t know anything about that. That was not on his work order. He also says changing out the Genie equipment puts us into another 2 yr contract. David sent him on his way and said cancel the work order. He texts me and tells me all of this. A few minutes later my phone rings and it’s Direct TV. So my friend and I are idling around in the river while I spend another TWO hours on the phone with these people. At this point I’m livid. I’m not even going to go into all of the transfers, how many times I had to give my name and phone number, one person even said they couldn’t find me in their system. I just kept telling everybody who would come on the line...just find me a human being in the retention department. I want to cancel my service..,I’m DONE.
I FINALLY get to the right department and have to go through the WHOLE thing all over again. He apologizes and assured me that he is higher up than the other guy who assured me he had solved all my problems the other day and he can fix everything. I told him at this point I didn’t have any faith in anything. At the end of that conversation, he promised me the right equipment and for my trouble he was going to comp a months charges. He scheduled a tech to come out next Monday.
This morning i get an email from Direct TV outlining my order. It says I agreed to a new 2 yr contract. It also says my upcoming bill will be $608. WHAT??? $299 for the Genie and $99 for the HD receiver plus all of my regular monthly charges. I’m just beside myself. Now I have to call them AGAIN which I know will be another 2+ hours on the phone. Like I have nothing better to do.
I just want my KVH system I just purchased to work. This is insanity.
I just want to cancel Direct TV and switch to Dish I guess. Anyone know the difference between them as far as KVH sat system goes?
Warning....long rant ahead. If you don’t want to read the whole saga, please skip to the bottom where there is a question. Lol
David and I ordered a new KVH TV1 system for the boat. We have direct tv at home. I called KVH and said what do I need from Direct TV to hook this up. They said to call direct tv and order an H24 or H25 receiver. I called direct tv and tried to order one. I was perfectly wiling to pay the $99 for it. The lady on the phone said I cannot order one because we have a Genie 2 in our house with the wireless Genie mini’s. I don’t understand how all these things work so I explain the receiver is for a different location and has nothing to do with my house or what equipment I have. She said it’s all tied together and they are not compatible. At one point I said I can order the receiver I need from any number of stores online and she said I could but that they wouldn’t activate it, that they no longer activate receivers from 3rd party sellers.
I said...ok, then give me back my old Genie equipment that I used to have that worked so much better than this wireless stuff anyway. She says she can’t order that either because I already have the Genie 2. Ok, transfer me to someone who can. She gives me her supervisor who was very snotty and said she could do it but it was going to cost me anywhere from $99-$299 just for the Genie...not including the $99 for the receiver. I said oh hell no Im not paying that. I said, just cancel my entire account and I’ll go to Dish.
She transferred me to the retention department where I had to recount the whole issue all over again. I had been on the phone at this point for an hour and 37 minutes. The call ended up being well over 2 hours long and my patience was shot at this point. I told the guy this really shouldn’t be this difficult and that at this point I just want to cancel my account. He says I’m still under contract until November and I will have to pay a $60 cancellation fee. I said I don’t care...I’ll pay that. I just want to be done. (Back in Nov 2017 David’s aunt was spending a lot of time at our house and she wanted some additional channels so I called to add the channels she wanted and that’s how I ended up with the Genie 2 equipment and a new contract which they didn’t tell me was going to happen. While adding the channels they tell me, oh you have outdated equipment...we can offer you the newer equipment for free. It will be so much better. That’s how you get you into a new contract. ). Anyway, the guy says “Give me a chance to keep your business”. Fine...whatever. He says he’s going to replace the Genie 2 with the regular Genie for free and give me a H24 receiver for free as well. Ok, that’s great...although I don’t mind paying for the receiver. We already pay a monthly fee for the Genie and each of the wireless minis so I wasn’t about to pay hundreds of dollars for the other Genie. He schedules a person to come out to install the Genie and bring the receiver.
Fast forward to yesterday. The guy shows up at our house. I was playing on the river in my dinghy and David was home. The guy does NOT have the H24 receiver and has 7 of the regular Genie mini’s. Should have had the main Genie, 6 mini genies and the H24 receiver. He says he doesn’t know anything about that. That was not on his work order. He also says changing out the Genie equipment puts us into another 2 yr contract. David sent him on his way and said cancel the work order. He texts me and tells me all of this. A few minutes later my phone rings and it’s Direct TV. So my friend and I are idling around in the river while I spend another TWO hours on the phone with these people. At this point I’m livid. I’m not even going to go into all of the transfers, how many times I had to give my name and phone number, one person even said they couldn’t find me in their system. I just kept telling everybody who would come on the line...just find me a human being in the retention department. I want to cancel my service..,I’m DONE.
I FINALLY get to the right department and have to go through the WHOLE thing all over again. He apologizes and assured me that he is higher up than the other guy who assured me he had solved all my problems the other day and he can fix everything. I told him at this point I didn’t have any faith in anything. At the end of that conversation, he promised me the right equipment and for my trouble he was going to comp a months charges. He scheduled a tech to come out next Monday.
This morning i get an email from Direct TV outlining my order. It says I agreed to a new 2 yr contract. It also says my upcoming bill will be $608. WHAT??? $299 for the Genie and $99 for the HD receiver plus all of my regular monthly charges. I’m just beside myself. Now I have to call them AGAIN which I know will be another 2+ hours on the phone. Like I have nothing better to do.
I just want my KVH system I just purchased to work. This is insanity.
I just want to cancel Direct TV and switch to Dish I guess. Anyone know the difference between them as far as KVH sat system goes?
Cancelled them about two years ago. Done!
