Direct TV Rebates

7/17/2007

Direct TV

PO Box 6550

Greenvillage, CO 80155-6550

To whom it may concern:

RE: Account 012627402

My name is Ophelia Gray, and I have been a customer with Direct TV since

August 2003. I am contacting you because I have been unable to solve a

promotional issue through standard channels during the past month and a

half and I am ready to press this issue farther.

=20

On April 13, 2007, I received a phone call from a Direct TV

representative with an offer to upgrade to DVR on a two (2) year

contract and receive twenty-four (24) pay per view coupons. They

company a few days later to set up installation, which was done on April

18, 2007.

=20

On April 30, 2007, I contacted customer service about the coupons and

was told they would be mailed that day.

=20

On June 3, 2007 called again because I had not received the coupons and

was given 1-888-531-1333 for which they transferred me to the internet

department. The call failed several times. I tried customer service

again and was told to fill out the redemption form on-line, because the

system showed I should receive the coupons six (6) weeks from April 20,

2007.

=20

On June 15, 2007 called again and spoke with Michael at 6:25pm EST who

transferred me to the promotional department. Call failed. I spoke

with Jan in customer service at 6:40pm who gave me 1-888-531-1333 again

and was told to go on-line to www.directtv.com/rebates. When that

didn't work, I called the number again and spoke with Brad at 6:55pm who

said my account doesn't qualify for any rebates. He proceeded to give

me 1-866-433-9145. I called this number and spoke with Chrystal who

transferred me to customer service, where I was told to give it a couple

more weeks because they didn't see any offers at this time. At this

time (7:05pm), April in customer service said she couldn't offer the

promotion and would escalate the matter to management. I requested to

speak with a supervisor. I was transferred to Bridget, who tried

resolving the issue over her computer but failed. She escalated the

account to the credit team. She also informed me to contact her on

Monday between noon and 9pm (423-954-8603).

=20

On June 18, 2007 (the following Monday), I called the number supplied by

Bridget, which was not a valid number. Called customer service at

5:50pm who saw the escalation was still opened and informed it would

take 7-10 days for someone to contact me. The escalation was on the

highest priority. Another note was made on the account.

=20

On July 1, 2007, spoke with Victor at 5:10pm who hung up on me. Called

back and spoke with Samantha at 5:15pm who informed me the computers

were running slow and she couldn't pull up my account and transferred me

to the equipment department. I spoke with Kim who said the system was

updating to call back tomorrow.

=20

On July 2, 2007 at 10:00am I called and spoke with Jennifer, who did

another escalation to management on the highest priority and was

informed to give 5-7 days for someone to contact me.

=20

On July 17, 2007 at 9:15pm I spoke with Marge in customer service. She

sees the escalation for June 15 and July 2 but said she couldn't access

my account because of the escalations. She offered me $10.00 credit for

the next 12 months, which I refused. Once again was I was given

1-888-531-1333. I asked for the dispute department and was given the

address for Direct TV. I was told there wasn't a number to contact

disputes.

=20

Upon accepting this upgrade, I agreed to a two (2) year contract and the

coupons. Now I am locked into a contract for which appears to have been

offered under false pretenses. This promotion was valid because I have

three (3) co-workers who accepted the same promotion and had their

equipment installed within days of mines and have not received their pay

per view coupons either.

=20

I have been very pleased with my services from your company until this

point. But this on-going problem is absolutely unacceptable. In theory

alone, I am angered by the way I have been treated.

=20

I want to be contacted by someone who can actually help me, someone who

can actually correct this situation. In my mind correcting this issue

means (1) standing behind your promotional advertising (2) send the 24

coupons as agreed upon (2) a written explanation of exactly why this

occurred and what steps you will be taking to ensure my future

satisfaction. =20

=20

I look forward to your reply and a resolution to my problem, and will

wait until two (2) weeks from the date of this letter, before seeking

assistance from the Better Business Bureau or other sources. =20

=20

Ophelia Gray