DIRECTV Inc., Reaches Agreements with State Attorneys General

What is this agreement about?
The specific issues identified in the Attorneys General agreements address DIRECTV's advertising and promotions, customer communications, service and agreements.
We are pleased that more than 99 percent of our customers are extremely happy with DIRECTV's service. But in a business where we serve more than 19 million customers and take more than 120 million phone calls a year, we recognize that we don't get it right every single time. We are moving forward with a continued dedication to delivering exceptional customer service as we strive to revolutionize home entertainment across all platforms.

How did it come about?
DIRECTV was contacted by a few states with some issues they wanted to address. We then welcomed the participation of as many states as possible to ensure that all of our customers are treated the same way. We were happy to formalize these improvements

What does this mean for me?
You won't notice much of a change since DIRECTV was already in the process of implementing the majority of these improvements when contacted by some of the states. As a national company we were happy to formalize these improvements in agreement with Attorneys General across all 50 states and D.C. We will, of course, continue to monitor the overall customer experience to ensure that we are serving the customer with best-in-class products and service.

Will this change DIRECTV's advertising and promotions?
Advertising and promotions will include more prominent placement of information pertaining to specific offer details. Benefits and obligations will be made even clearer than they were previously.

If I have an unresolved issue along these lines what can I do?
Customers can forward any issues to their local state Attorneys General office who will in turn process them in association with DIRECTV for resolution.

EL SEGUNDO, Calif., Dec. 14, 2010 — DIRECTV, Inc., announced today that it has reached agreements with state Attorneys General in all 50 states regarding the company's advertising, customer service, and third-party retailer policies for its U.S.-based residential operations.

"DIRECTV has worked hand-in-hand with the Attorneys General to formalize many of the customer improvements we have made over the past few years and are pleased to have come to this agreement," said Mike White, chairman, president and CEO of DIRECTV. "DIRECTV is committed to always operating with the highest standards of integrity and will move forward with continued dedication to providing the best video experience possible for our customers."

The agreements formalize many of the improved advertising, customer service, and third-party retailer policies and practices DIRECTV had already implemented to better inform and serve its customers.

For more information about the settlement go to www.directv.com/ag.

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