No Show, No Call. Need Advice.

[jwittenmyer]

My installation was set for this morning between 8 and 12. I used the script on this site to a tee. I called CIS on Monday and confirmed. I got the name and number of the install company, Skylink, and also confirmed with them on Monday. I called Skylink again on Tuesday and confirmed a second time and asked if I could be the first install of the day and if the tech could call me when he was on his way. The CSR added both requests to the order and said it shouldn't be a problem.

So Wednesday, I wake up early and start the waiting. 8, 9, 10, 11, 12 o'clock, no calls, no techs. I called Skylink at 12 and just got an answering machine. I left a message with my info, and called DirecTV CIS. The CIS tech put me on hold to call Skylink. He came back and said he couldn't get anyone at Skylink besides the answering machine and suggested that I just wait a few more hours. At 2:00, I called Skylink again, and again I left a message on the machine. I did the same thing again at 3:00. At 4:00, I called DirecTV CIS again. The CIS tech put me on hold for 15 minutes but came back and let me know that she got a hold of someone at Skylink and they were seeing what happened. The manager at Skylink came on the line and said that somehow there was a "mixup" and my install wasn't scheduled properly. I call bullsh*t on that, but let it slide. She said she talked to a tech in my area and he could be at my house at 5:00. 5:00 came and went. I called Skylink at 5:30, but again, no answer, just the machine. Then I called DirecTV CIS for the third time and the rep couldn't get anyone at Skylink again. She said the new work order was accepted by a tech and that usually means they're on their way and that maybe he was just running late. It is now 8:00 PM, and I have received no calls nor has anyone shown up at my house.

What do I do? This is totally unacceptable customer service. I took a full day off from work to wait around for absolutely nothing. And the worst thing is that if they reschedule, I'm going to have to take ANOTHER day off from work and who knows if they'll show up then. Should I try to reschedule with Skylink for another day or can I tell Skylink to sod off and that I want another local installer to do the work? There's a guy in town that people have recommended to me. Also, I think D* should compensate me with some programming credits for this. Any chance that'll happen? This is really frustrating. Help!!

[phat78boy]

This is completely unacceptalbe IMHO also. A call is the least they could do if they were running late or not going to make it. I have seen several threads that have stated D* will compensate you 100$ for every appointment missed. I would definitely get on the phone with them and escalate if needed. Good luck and sorry about the experience.

[SharkZilla]

That is not cool. I had a bad experience today with the 8-12 timeframe. I am thinking it might have been cursed! But seriously, I'd call and explain to Directv exactly what you explained here. Give times and everything else and I'd let them know that you are expecting your missed appointment credit.

They tried to buy me off with 3 months of Showtime after I missed an entire day of work AND had to spend 2 hours writing sub plans last night just to make sure I was home today. Showtime is so bad that you couldn't pay me to take it.

[gulfwarvet]

i to can share your pain for this happened to me before. But, if it was me, i would call D* and explain what was going on. Give D* a chance to find out what went wrong and let them deal with the install company. D* may give you some programming credits for this. far as the other installer that was recommended to you, D* might tell you to pay him and have him do the job and they'll ask for the recite and credit your account or refund the money. but the whole key is to be polite when you call D* back even tho your very upset.

but as a note:
the install company may take the constant phone calls from you as being abusive nature towards them making things worst on your behalf. not saying they will but anything is possible.

[jwittenmyer]

Thanks for the advice. I only left them three messages, at 12:00, 2:00, and 3:00. I was completely nice in the messages. The thing is, they didn't return ANY of those calls. The only time I spoke to anyone from Skylink today was when the DirecTV CIS agent called them and three-way'd me with the Skylink manager. Should I go through CIS to get the missed appointment credit, or do I need to call a different number?

Thanks!

[gulfwarvet]

Thanks for the advice. I only left them three messages, at 12:00, 2:00, and 3:00. I was completely nice in the messages. The thing is, they didn't return ANY of those calls. The only time I spoke to anyone from Skylink today was when the DirecTV CIS agent called them and three-way'd me with the Skylink manager. Should I go through CIS to get the missed appointment credit, or do I need to call a different number?

Thanks!

just call back the DirecTV CSR,and explain what happened and ask what they will do to make things right for you.

[jazzyd971fm]

Call D* directly to reschedule your appointment & get your $100 per missed appointment credit; DO NOT CALL THE INSTALLER , let D* handle their contractor.Explain your situation, be firm, tell them that you have been inconveinced by their contractor not showing up.

I went through this myself upgrading to HD with 3 missed appointments.

[Bill Broderick]

I would also ask D* if there are any other installation contractors that they use in your area because, given the complete lack of professionalism that Skylink showed today, you have no reason to believe that they will do any better the next time and that's not a risk that you want to take.

[newsposter]

I often wonder why installers cant call about ahead to us to let us know they are on their way so we can then just leave work then.

[Stuart Sweet]

That is really shameful, but unfortunately not really uncommon. I would definitely make sure DIRECTV knows how poorly their installers perform. That's a bad first impression, one you never erase completely.

[jwittenmyer]

I called CIS this morning. The rep said she could schedule me for the next appointment, on Monday the 29th. I told her that was unacceptable and that she needed to call Skylink to arrange an install for today or tomorrow. She tried to call Skylink, but of course, no one answered. I did get the $100 missed appointment credit added to my account, so that's good. But now I'm blowing in the breeze here with no install time and no contact with Skylink. She said that she can't give me another installer in my area and that my only choices are to either schedule the next available appointment or try to call Skylink myself. WTF? I'm on the verge of cancelling the order and going with DISH.

[joesigg]

If you are really on the verge of dumping D*, call retention (say cancel service at prompt) and tell them you are going with Dish unless they can make things right for you. Be very, very nice. They may not be able to do much about the scheduling as some contractors are independent cusses, but they should give you plenty of credits.

[Ira Lacher]

If you are really on the verge of dumping D*, call retention (say cancel service at prompt) and tell them you are going with Dish unless they can make things right for you. Be very, very nice. They may not be able to do much about the scheduling as some contractors are independent cusses, but they should give you plenty of credits.This is exactly what happened to me, and I almost wound up canceling with D* before the install!

I did exactly what you suggested, and the retention people were very attentive. I also made it a point to let them know that they had a MAJOR problem with an installer in this area, that it was costing them business, and what could they do about it.

BTW, once the installer did show up, it went very well and was professionally done. So it's not the installers (the people) who are at fault.

Another lesson I learned: Don't be afraid to take complaints up to the highest D* level possible! Often the people in those offices have no idea what is going on in the field -- and they should know!

I think that if I had gone through with my threat and canceled the installation, staying with E*, I would have been very upset. I am very happy I switched to D*, though not too happy about the initial install experience. :nono2:

[jwittenmyer]

Well, I finally got in touch with someone at Skylink. I just kept calling and hanging up when the voice mail kicked in. After about 20 minutes, I got someone. She claimed the installer tried to call yesterday and no one answered. I told her that was a flat out lie because I was home all night beside the phone and I have call-waiting with caller ID. I would know if someone tried to call my house. She rescheduled me for tomorrow from 8-12. So it looks like I get another day off from work. Hopefully, it'll be more productive this time. I'll let everyone know what happens tomorrow.

[bigref]

I wish you luck. If the installer does show up, hope they have the right stuff for the job :rolleyes:

[phat78boy]

Well, I finally got in touch with someone at Skylink. I just kept calling and hanging up when the voice mail kicked in. After about 20 minutes, I got someone. She claimed the installer tried to call yesterday and no one answered. I told her that was a flat out lie because I was home all night beside the phone and I have call-waiting with caller ID. I would know if someone tried to call my house. She rescheduled me for tomorrow from 8-12. So it looks like I get another day off from work. Hopefully, it'll be more productive this time. I'll let everyone know what happens tomorrow.

Installers use that line way too much. I'm sure its possible they could have the wrong number on their sheet, but it just seems way to convenient.

I would call D* if you have any more problems with the installer. Sometimes they can push a little harder. Hope all works out for you.

[newsposter]

Installers use that line way too much. .


or they say they were there and no one was home. Rubbish!

[phat78boy]

or they say they were there and no one was home. Rubbish!

Agreed. Just own up and say your overworked, I'd atleast respect that more.

[jwittenmyer]

I got my email from D* for the $100 credit on my account, so that smooths it out a little bit. If they don't show up tomorrow, I'll be really pissed though because this is my last 8 hours of comp time. Plus, my Buckeyes are on ABC Saturday night and I'd really like to see them in HD. :D

[newsposter]

oh i forgot got ever popular "my supervisor will be out on tuesday to confirm no LOS and you do NOT have to be home to greet him."

ie we arent coming out, we dont want to let you know we arent coming out and NO we dont want to convince you that you have no LOS we just want to avoid you.

I mean how idiotic is that? Wouldnt a customer Love to talk to a supervisor to hear it instead of just hoping he was there?

[Ext 721]

That is not cool. I had a bad experience today with the 8-12 timeframe. I am thinking it might have been cursed! But seriously, I'd call and explain to Directv exactly what you explained here. Give times and everything else and I'd let them know that you are expecting your missed appointment credit.

They tried to buy me off with 3 months of Showtime after I missed an entire day of work AND had to spend 2 hours writing sub plans last night just to make sure I was home today. Showtime is so bad that you couldn't pay me to take it.

wha?

showtime rocks. Dexter, californication, weeds, mixed martial arts.

Showtime blew goats two years back, but now...I'd rather have it than HBO.

what they REALLY need to do is find a way to give bonuses to good installers.

[Stuart Sweet]

I really hope (and believe) that DIRECTV will extensively review their installation companies in the coming 12-24 months.

[sat4r]

I really hope (and believe) that DIRECTV will extensively review their installation companies in the coming 12-24 months.

I really hope your right there. When I got my my firstHR20 and dish I thought the installer was out of his mind.The next day I came home ,turned on the tv no pic at all ,went outside and the AU9 dish had completly spun around and pointed straight down.I was told by the next guy out he was history.

[4jwv]

I got a no show, no call, yesterday too, for my noon to 4:00 PM install. I called the reschedule # at DIRECTV this morning, they gave me the $100 credit and did a 3 way call to reschedule for 10-26 8:00AM to noon. I wonder how many $100 credits I will get before they show up?

[jazzyd971fm]

I really hope (and believe) that DIRECTV will extensively review their installation companies in the coming 12-24 months.

I totally agree with you Stuart, to me the problem is D* has only 1 installation company per region/area @ they overbook their employees with installs/service calls. When I finally got upgraded to HD, the installer told me he had 3 service calls & 2 installs to do that day (Sat.). Give 1 1/2 to 2 hrs per call, thats your 8hr day (Don't know about their overtime procedures). Either the installation company needs to hire more people to handle the workload or D* needs to contract with more than 1 company per region/area.

P.S. Always schedule A.M. installs if you can

Just my two cents :)

[studog100]

LMAO!! This sounds all to familiar. Like you, I am also in Ohio and had to be tuck with Skylink. Let me tell you my story. Grab a chair.

Oct 3. Existing customer for 11 yrs and reached a deal with customer retention department to upgrade to HD. (Deal was $99 for HR20, 6 Months free of HBO, SHO, MAX, STARZ, 12 months free HD access and free upgrade to NFL superfan which allows me to watch NFL ticket in HD). Anyway..appt made for Oct 12 between 12-4pm.

Oct 11. D* calls to confirm appt

Oct 12. No call, no show! I was fuming! I too took off work to be there. I called D* and @*#^$. Received $100 credit and reschedule for Oct 18 4-8pm

Oct 18. No call, no show! Man i was *(^#$ p.o.'d!! I call D* and spoke with installation dept. Was in no mood to talk to a regular joe shmo. I wanted a supervisor now. Ended up being on phone for an hour. Was told this would be escalated in morning and would be called by Skylink. Received additional $245 credit.

Oct 19. Noon. No call. Decided to come home for lunch. What do you know. A message on my machine..to call Skylink if we still needed them. I was like WTF? Of course it was the same old 1866NOCABLE. I kept redialing until i got a live person. Finally after about 20 mins i did. Was told that field supervisor said tech would be out next day first thing. I say ok.

Oct 20. 11am Finally get call from tech. Says he cannot install cuz he has no HR20 in stock. I say ok. COme put up my dish and i go buy a HR20 from best buy. He said he cant complete half job but told me to call D* to amend work order and get permission to buy that HR20 and he will call back by 1pm. I say promise...he said "I promise"!!

Oct 20 1130-1245. On phone with D*. received permission to buy the HR20. Just need to fax receipt over to get credit. I say great.

Oct 20 1PM-3PM I wait. No call!

Oct 20 330pm I say fk it! I called this supervisors voicemail from D*..the guy that said he would give me credit for receiver. I left basically this message...Dude! I'm tired of the crap and I am on my way to store to buy the receiver, sat dish and cable. You better reimbursement or i say F u to D*.

Oct 20 ALL Evening. I install everything myself. I have hard time see all the HD channels. Apparently my Sat 110 is not picking up. I cal D* and they say my multi switch prolly needs swapped. Just great. All this and Skylink still has to come out.

Oct 23. What do you know. The SOB shows up at 11am. Replaces switch..no change. Replaces LNB and tweks dish. No change. After 4 hrs, he blames my receiver and tells me to go get exhange. 1hr after he leaves, I fix the problem myself and am in business.

I will say that this tech did say his cell phone died and he is happy it died so the company can't get a hold of him. He also said he gets scheduled 3 appts per 4 hr block. Thats the reason there are so many missed appts. and on my work order, it calls for a 52 min job. He was there over 4 hrs. he also told me to reschedule after i get a new receiver...he said always pick 8-12pm time slot and never on Mondays, Saturdays or Sundays.

So thats my story. In the end, it took me 3 wks to get it going and only cuz I did it myself. I got the $345 credit plus the $450 it cost to buy HR20, Dish and cable. I wish they woulda paid me more for my labor and frustration!! But it is what it is.

Long but shady on their part.

I feel for you !

[joe diamond]

As an installer:
I have gone to addresses without structures.
where DTV had been recently installed.
with the wrong zipcode...ther customer lived
elsewhere.
where a second installer arrived while I was
working.
And, the most rare event was a customer not home after I made an appointment myself the night before.

I notice the companies I used to work for are not doing DTV anymore. As the money dropped they disappeared.

Thought you might like a little view from the other side.

Joe

[RobertE]

Not to make excuses for the no call no shows. But the same holds true for customers. I absolutely hate sitting at your house when your not there, not picking up your phone. Time wasted that I could be taking care of someone else.

So here are few "tips" if you will that should make life a bit easier on both sides.

Take the 0800-1200 whenever possible.
Even though your bill goes to your house double and triple check that your service address is really your service address. Like Joe, I have gone to houses where it was clear as day that no one lived there. When the meter isn't spinning, thats a good clue to me that no one is home.
Double and triple check that D* has a current phone number for you. Better yet, two or three numbers.
Pick up the fraking phone when I call. I don't leave messages. You don't pick up thats your problem.
Be Home.
If a cubical monkey calls to confirm your appointment, confirm all the above when you have them on the phone.

[scrappy 2000]

I have had same problems with install. I think the average is three appointments to get the job done. My son moved a few months ago and instead of trying to deal with D* movers connection he paid a local installer $100 to mount his silmline dish and run cables. They were there on time and did a good job. I see D* adds saying if I recomend D* to someone I can get $50. I have never told anyone to get D* because of the problems and I do mean problems getting equipment and install. I have been with them starting in 95. I pay close to $150 per month. As long as I do not have to deal with them I am very happy.

[jwittenmyer]

Well, my installer showed up on time this morning and got all the work done. He seemed like a pretty nice guy and said the first time he ever saw my name was this morning when he got the work order. Everything was working great and he left. I tipped him.

30 minutes later. . . My HR20 resets itself and now the REC light is blinking orange. All I have on the screen is a white background with the D* logo and it doesn't respond to the remote. I called D* and they're FedEx'ing me another HR20. I guess the HD was bad? I dunno, but no HD for me at any rate.

[rlgold88]

Well, my installer showed up on time this morning and got all the work done. He seemed like a pretty nice guy and said the first time he ever saw my name was this morning when he got the work order. Everything was working great and he left. I tipped him.

30 minutes later. . . My HR20 resets itself and now the REC light is blinking orange. All I have on the screen is a white background with the D* logo and it doesn't respond to the remote. I called D* and they're FedEx'ing me another HR20. I guess the HD was bad? I dunno, but no HD for me at any rate.

Bummer You probly already tried, but I would unplug the hr20 for an half an hour and then plug it back in and see what happens.

[Lee L]

At least you got the $100 credit. We arranged for a Saturday install 8-12. I called both DirecTV and the instal company in advance to confirm. The guy did not show up, but they called at about11:15 to say he was 3 hours late. Then he eventually did not show up and they called to reschedule. According to DirecTV, I do not qualify for the $100 credit since they did not miss the appointment. I asked how that was and they seem to think calling while not showing up fulfills their obligation. ;)

[diggerg56]

The way it was explained to me (I just got off the phone with Directv scheduling an HD upgrade) is that the $100 only applies if the tech doesn't try to contact you if he's running late or cancelling.

The rep did say they almost always give you "something" if the tech is late but not necessarily $100 if the tech does call you to say they will be late.

[4jwv]

I got a no show, no call, yesterday too, for my noon to 4:00 PM install. I called the reschedule # at DIRECTV this morning, they gave me the $100 credit and did a 3 way call to reschedule for 10-26 8:00AM to noon. I wonder how many $100 credits I will get before they show up?
Well I got another no show, no call this morning. I called DIRECTV @ 1:00PM,
the CSR says I can't get any more $100 credits (Iwas hoping for $250). I told her I already have the slimline dish, and all my wiring installed, I just need the HR20, can I just go to BB, purchase an HR20 and get credit for it? After being on hold for awhile she tells me, no they don't do that anymore. Then she goes on to tell me, that she can't help me, and that I should call the local installation company. I then call Premier Communications and get shuffled around to 3 different people, and told they will "try" to get some one out ASAP, and will call me back on my cell phone, and let me know when they will be out. They didn't call. I have been a DIRECTV customer for over 11 years, this has been one of the worst customer service experiences, I have encountered. All I wanted to do, was upgrade my HDTivo's so I can watch and record the 70 new HD channels.

[rirwin1983]

I often wonder why installers cant call about ahead to us to let us know they are on their way so we can then just leave work then.

that is suposed to happen by our dispatchers, we call in in real time to close a job, and they ask who were enrout to next, after we hangup they are suposed to call the cust and let them know im in rte, also when we aknoledge our work in the morin, we give eta's so that when u call in u know when we were planing on being by, all things going as smooth as they should, but hangups happen and a 1hr install can turn to 2,3,4,ect..... Allways take an AM Apt when avail, u'll def see a tech that day, as its the 12-4-4-8 that get resc. even if its 11:50, and i still have another am to get to, as well as several pm, i have to go to the am first.

[rirwin1983]

Agreed. Just own up and say your overworked, I'd atleast respect that more.

spend some time behind the blue shirt before you say that. alot of times u'll get sups that done care if ur out till 1am finishing ur route that day, they want it all in that day, or a valid reason why not(notice i said valid, not legit.)

[Resptxstat]

My installation was set for this morning between 8 and 12. I used the script on this site to a tee. I called CIS on Monday and confirmed. I got the name and number of the install company, Skylink, and also confirmed with them on Monday. I called Skylink again on Tuesday and confirmed a second time and asked if I could be the first install of the day and if the tech could call me when he was on his way. The CSR added both requests to the order and said it shouldn't be a problem.

So Wednesday, I wake up early and start the waiting. 8, 9, 10, 11, 12 o'clock, no calls, no techs. I called Skylink at 12 and just got an answering machine. I left a message with my info, and called DirecTV CIS. The CIS tech put me on hold to call Skylink. He came back and said he couldn't get anyone at Skylink besides the answering machine and suggested that I just wait a few more hours. At 2:00, I called Skylink again, and again I left a message on the machine. I did the same thing again at 3:00. At 4:00, I called DirecTV CIS again. The CIS tech put me on hold for 15 minutes but came back and let me know that she got a hold of someone at Skylink and they were seeing what happened. The manager at Skylink came on the line and said that somehow there was a "mixup" and my install wasn't scheduled properly. I call bullsh*t on that, but let it slide. She said she talked to a tech in my area and he could be at my house at 5:00. 5:00 came and went. I called Skylink at 5:30, but again, no answer, just the machine. Then I called DirecTV CIS for the third time and the rep couldn't get anyone at Skylink again. She said the new work order was accepted by a tech and that usually means they're on their way and that maybe he was just running late. It is now 8:00 PM, and I have received no calls nor has anyone shown up at my house.

What do I do? This is totally unacceptable customer service. I took a full day off from work to wait around for absolutely nothing. And the worst thing is that if they reschedule, I'm going to have to take ANOTHER day off from work and who knows if they'll show up then. Should I try to reschedule with Skylink for another day or can I tell Skylink to sod off and that I want another local installer to do the work? There's a guy in town that people have recommended to me. Also, I think D* should compensate me with some programming credits for this. Any chance that'll happen? This is really frustrating. Help!!

That exact same thing happened to me two weeks ago. Please send your email to the president of Directv. He will definitely have someone with authority give you a call. They have the power to compensate you also. His email is: chase.carey@directv.com. This will definitely work for you. Good Luck!!!

[Resptxstat]

Two weeks ago, same exact thing happened to me. No call and no show. Send complaint email to the President of Directv. I think Skylinks contract should be cancelled. His email address is: chase.carey@directv.com. You will get a response from someone in his management team. They will also have the authority to compensate you. This will definitely work. Good Luck!!

[Lee L]

The way it was explained to me (I just got off the phone with Directv scheduling an HD upgrade) is that the $100 only applies if the tech doesn't try to contact you if he's running late or cancelling.

The rep did say they almost always give you "something" if the tech is late but not necessarily $100 if the tech does call you to say they will be late.

Yeah, I understand that and the policy does make sense. In fact, once I talked to a manager and they explained it that way I was OK with it. I just wish I had recrdred the call as the actual words the front line CSR used were , " we did not miss your appointment because we called to let you know we were not coming". It sounded like something out of Seinfeld.

[MONSTERMAN]

Not to make excuses for the no call no shows. But the same holds true for customers. I absolutely hate sitting at your house when your not there, not picking up your phone. Time wasted that I could be taking care of someone else.

So here are few "tips" if you will that should make life a bit easier on both sides.

Take the 0800-1200 whenever possible.
Even though your bill goes to your house double and triple check that your service address is really your service address. Like Joe, I have gone to houses where it was clear as day that no one lived there. When the meter isn't spinning, thats a good clue to me that no one is home.
Double and triple check that D* has a current phone number for you. Better yet, two or three numbers.
Pick up the fraking phone when I call. I don't leave messages. You don't pick up thats your problem.
Be Home.
If a cubical monkey calls to confirm your appointment, confirm all the above when you have them on the phone.

Absolutely: in my home theater install experiences customers are most largely at fault. Seems most people want every little thing for free, and then complain about **** when it isn't free.

PEOPLE (CUSTOMERS) are idiots for the most part. Why do people schedule things on days they work? Just schedule online at directv 7 days a week 8-12, 12-5, 4-8. Doesn't make any since at all to schedule an install day on a day you are working. Also leaving simple instructions while scheduling online makes things much easier for the installer, i.e. (beware of big dog, gate codes, cell numbers, quick directions)

[slimline]

i must be working for a better install company than most

apointment time this morning 8am i called customer at 730am told him i would be there at 8 am and i was . completed install at 1030am placed qc call done
if im gonna be late i call 1 hour before there apoinment and keep calling them
untill i get there we get hung up sometimes ie wall/fish explaining tech stuff to customes 4 or 5 times so they understand it. were not all slakers some of us like happy directv customers.

[Lee L]

Absolutely: in my home theater install experiences customers are most largely at fault. Seems most people want every little thing for free, and then complain about **** when it isn't free.

PEOPLE (CUSTOMERS) are idiots for the most part. Why do people schedule things on days they work? Just schedule online at directv 7 days a week 8-12, 12-5, 4-8. Doesn't make any since at all to schedule an install day on a day you are working. Also leaving simple instructions while scheduling online makes things much easier for the installer, i.e. (beware of big dog, gate codes, cell numbers, quick directions)

As I found out, DirecTV is constantly overbooked on Saturday and Sunday. In fact, as I said earlier, they missed my 8-12 Sat appt and never showed all day. Then they set me up for the next day, Sunday 8-12 and they never came all day. All the CSRs I spoke to wanted to make sure I knew that the weekend was the busiest time.

[rundugrun]

Absolutely: in my home theater install experiences customers are most largely at fault. Seems most people want every little thing for free, and then complain about **** when it isn't free.

PEOPLE (CUSTOMERS) are idiots for the most part. Why do people schedule things on days they work? Just schedule online at directv 7 days a week 8-12, 12-5, 4-8. Doesn't make any since at all to schedule an install day on a day you are working. Also leaving simple instructions while scheduling online makes things much easier for the installer, i.e. (beware of big dog, gate codes, cell numbers, quick directions)

This is laughable... MOST customers just want their service when it is promised. I had a D* tech scheduled for 12-4pm today. I wait until 5pm and then call D* to tell them that the tech never showed or called. I am given the installers company phone number to call. I call them and get disconnected after a bit. They call me back and say that their technician called me and left a message that he would be over 2.5 hours late (6:30pm). I call back, get put into the voicemail and tell them I got no such voicemail... Then I call DirecTV and let them know that their installation company is going to be 2.5 hours late and I won't be home because I have dinner scheduled at 7pm. It's unacceptable in my business to be late for a meeting... 2.5 hours late? I'd be fired. I'm a customer and all I wanted was for the technician to show up and fix my problem. I would have been OK, if he was 45 minutes late, even. But to not call and then claim he did (lying) is weak. And to assume that 2.5 hours late is going to be acceptable??? I have other things to do... and the installers shouldn't assume I'm going to hang around for 7 hours or more waiting for them. Pathetic customer service.