Horrible Customer service w/ D*

[GCanada]

Man have we got the run around with these guys for the past week. We went to upgrade one box since we just purchased 2 new plasmas and was adding another one. We called to get the HD-DVR and asked how to go about getting the hr21. CSR assures us we are getting them and is drop shipping one and installer bringing one out. The drop ship us a Refurbished HR20 and no return paid shipping. We call D* up again and explain the situation. CSR tells us to ship it back and we will be credited the shipping and some money back on the one we had to go purchase at a major retailer, which the csr suggested. So the original deal was suppose to cost us $200 for the (2) hr21. Now at this point we are out $240 between buying one box and shipping charges. Check no money credited back for the shipping or any for the box.

Now today we have the installer come out. This guy is just not wanting to work at all. Does not take his shoes off, has a little attitude also. What does he bring out, a refurbished hr20. Now comes the fun part, he wants to charge us $50 to run a 2nd line to it. Fed up big time at this point I agree to just pay it to get my tv up and running. Then he tells me he cant do that unless he installs the box we did not want. I asked him to call and change the work order and he says he cant do that. Then I asked him to call D* and he refuses to do that. So I took off the day for this and have no new box and no line ran. I call up D* very angry and explain to the csr and customer retention explaining its nothing against them but here is the situation. Well then neither of the ones I spoke to were helpful. They dont show the received the box we had to ship back on our dime. They then say the installer can only bring out what they have in the warehouse. Installer told us all they have is Refurbished HR20. Customer retention tells us they can only credit us money back if we order it from them but they cant even guarantee a HR21. Only way to get it basically is go out to the major retailer again and purchase one. So this good deal we thought we were getting for being long time customers and having HD since it's been out does not exist. So now we have to go out and purchase another HR21 and run the line ourselves. So total cost is $450 between boxes and shipping. I'm not sure what the line is going to cost and then I have a wasted day off work.

Is there anyone on here that works at D* that can help us out. I'm so fed up right now I dont care how many hd channels they have I'm debating on switching. I've always been a customer service person and I can not stand how this turn'd out. The attitudes of the 7 or 8 different CSR I have talked to and been lied to in the past week, then the horrible installer.

[SDizzle]

They can, in fact, credit your account for a store purchased receiver, you just have to get the right retention person. Just as an FYI, Costco has HR21 units for $169. I would not give up if I were you, call retention again. Yes, there are D* CSRs here on DBS. Maybe one can read this and PM you, I will not drop their names....

[GCanada]

I figured I'd post up on here before I give up. I knew they could credit the account for a store bought receiver. They tried telling me it was not there's if not bought through them. I'm like o'really?

[SDizzle]

Press on..press on! When you get the right retention CSR, you will be taken care of. In your case, you have legit gripes and problems, and a retention CSR will help you out. Just realize that they also have to sift through the complaining customers that just call and bi*ch to get free stuff, when they haven't had any problems at all.

[K4SMX]

Pardon me if I'm a little amused, because at one time quite a few who need the OTA feature of the HR20 were going nuts because all that anyone had were HR21's, and everyone was running out to buy the few remaining HR20's. :) Now, at least in some places, it's the other way around. Last I heard, you could buy new HR21's at Costco for $169.

I certainly hope you have the tracking number on the HR20 you've already returned. That should enable a speedy credit to your account for the drop-shipped HR20.

The inability to specify which receiver you'll receive and the use of refurbs is the reason I got all my HR's at big box stores. The granting of credits to offset your purchase seems to be highly variable among CSR's. Some tell you, "No deal," at least at first. That's what they told me. A negotiation followed. :) Others have specifically told customers they'll get credits for the full amount. Maybe you should start over with another retension agent.

I assume that both of the receivers you need are upgrades to a previous HD installation, and that you already have the 5 LNB dish and some other HD receiver. I'm not sure about the $50 charge for the second line on a new receiver when you've already had a previous HD upgrade and 5 LNB installation. I would have thought that would be covered on an additional receiver ordered through DirecTV, since it is necessary for a fully-functioning DVR. It's not that big a deal, as you said. The wire alone is worth that much...

[GCanada]

Yes I still have the info for the shipping. I beleive I have the name of who signed for it also. I had a feeling they would try this crap. I've talked to 7 or 8 different CSR and really tired of all of them. I was hoping I'd get someone on here who could help out. Yes we have the slimeline dish and forget which multiswitch. We have 2 hd-dvr, 1 dvr, 2 standard boxes. Wanting to swap a standard out with an hd-dvr. The person I had when I asked for retention was like well why and was giving me trouble about getting over to them.

[K4SMX]

Personally, I don't deal with their refurb'ed units. I understand their lease business model, but I don't have time to deal with refurbs the way they are currently operating that department. I've already decided that if one of my HR's breaks in some way I can't repair myself, I'll be "buying" (leasing) a new one and de-activating and returning the broken one to them, once the new one is checked out. Activation and de-activation will be my only contact with them, unless they accidentally screw up my channels I receive. So far, all 3 of the HR20-700's which were bought new-in-box have worked flawlessly. When the hard drives wear out, I'll be replacing them myself with the best I can find at the time. And BTW, they're all on UPS's and they have laptop coolers, since they're -700's.

[SDizzle]

Yes I still have the info for the shipping. I beleive I have the name of who signed for it also. I had a feeling they would try this crap. I've talked to 7 or 8 different CSR and really tired of all of them. I was hoping I'd get someone on here who could help out. Yes we have the slimeline dish and forget which multiswitch. We have 2 hd-dvr, 1 dvr, 2 standard boxes. Wanting to swap a standard out with an hd-dvr. The person I had when I asked for retention was like well why and was giving me trouble about getting over to them.

If they give you the third degree on why you want to get to retention.......then tell them it's cause you want to cancel!! They will get you right over..

[GCanada]

Ya I was not happy when I found out both boxes they tried to give me were refurbished. Then the installer tells me that is all they have at the warehouse. Im tempted to just hook up my old hr10-250 for the heck of it. I've got two of those just collecting dust.

On the retention comment. That is how I finally got over there was b/c I said I wanted to cancel. He then played the 20 ?'s game before finally giving me over to them.

[K4SMX]

.....Im tempted to just hook up my old hr10-250 for the heck of it. I've got two of those just collecting dust......
They never offered you a "free" upgrade for that? Had it been de-activated?

[GCanada]

I think that is how I got my first hr20.

[Dwrecked]

Where does it say that you are guaranteed a new box? I would accept the refurbed box and if it doesn't work right send it back. If you want a new one they sell them at Best Buy.

[GCanada]

I received a pm from one of the lovely members here and hope to get things squared away shortly.

[RobertE]

What was the $50 charge for? Just to run the line or to do a wall fish? How was the line to be run?

As for the shoes. It's part of my uniform/safety gear. They don't come off. I have booties I can put on and/or you can put down runners. I'm not risking stubbing my toe or getting some funky foot fungus from you. :eek2:

[GCanada]

There was no wall fishing at all. There was an existing line already there. Just had to run another line from the multi-switch. I would have been fine if he didnt track crap in the house. I'm sure he had some foot fungus already. Guy was dirty and look'd like he hadnt showered in a week.

[TigersFanJJ]

Not really trying to take up for the tech because I don't know him. But unless you are the first customer of the day, he may show up dirty at your house. Just because he may not have to slide around on his belly underneath your house doesn't mean he didn't have to on the house before yours.

Other than the extra $50 (I don't know the reason behind that), it sounds like the tech was doing his part correctly.

With that being said, I do feel for you in your situation. Hopefully the csr that got in touch with you can get your account taken care of.

[K4SMX]

..... I'm not risking stubbing my toe or getting some funky foot fungus from you. :eek2:
I'm sure you've had to enter more than a couple of "homes" where a hazmat suit would be the appropriate attire.....:)

[RobertE]

I'm sure you've had to enter more than a couple of "homes" where a hazmat suit would be the appropriate attire.....:)

You have no idea. :barf:

There are two types of houses. 1) You put your booties on to protect the house & 2) You put the booties on to protect you from the house. :eek2:

[azarby]

If they give you the third degree on why you want to get to retention.......then tell them it's cause you want to cancel!! They will get you right over..

Tell them you want to cancel and they will do just that. Don't do or say anything you may be sorry for latter or aren't ready to act on. Just be business like and persistent. That works the best. Also, don't call more than one or twice in a 24 hr period or cancel you they will.

Bob

[GCanada]

I am very pleased. I just talked to a forum member that works for them and got everything taken care of for me. I even have the tech that I liked awhile back being requested. THe tech we had today look'd like he hasnt shaved in awhile and just really didnt want to work. But anyway I'm very pleas'd now and wish other people had the attitude of the person I talk'd to a few minutes ago.

[azarby]

I am very pleased. I just talked to a forum member that works for them and got everything taken care of for me. I even have the tech that I liked awhile back being requested. THe tech we had today look'd like he hasnt shaved in awhile and just really didnt want to work. But anyway I'm very pleas'd now and wish other people had the attitude of the person I talk'd to a few minutes ago.

We're all pleased that it worked out for you. Keep enjoying the best HD around..


Bob

[GCanada]

Just received the HR21-700 that the form member had shipped out to me. Matches everything perfect and now I can watch clear tv in the room. Now just waiting for the installer to come out on the 15th (i think thats when he is coming). This form is really a great place.

[Toyo]

Yep, I have realized in the past 2 weeks that D* has some very dishonest CSR Reps. They sent me a new HR-15 for one of my rooms in October of 07 because the one that was in my Master had died. It was a Hughes Tivo. The other day the Reciever in my game room was showing "Insert Card Fully" Tried to fix it and could not get it to work. Called CSR, Spoke to a Tech. Very Very nice guy. Actually used to work at Dish. Well, he got my game room going for me and was able to credit me for the dead reciever I have been paying additional fees for each Month. Said it takes a simple few minutes.
He says to me " I wish these people would start doing what they say they are going to do for the Customer" I just said yea, I know.

I have been with D* for at least 15 years. I have got to be a top tier customer. I have been paying for the highest service and the NFL forever. I do not expect to be treated this way by D*. Its one thing to fail at something you tried to do. But to fail because you never did anything in the 1st place is another.

[dtrell]

I have been with D* for at least 15 years. I have got to be a top tier customer. I have been paying for the highest service and the NFL forever. I do not expect to be treated this way by D*. Its one thing to fail at something you tried to do. But to fail because you never did anything in the 1st place is another.

welcome to the new D*...lack of training, tight new rules, lack of concern for individual customers...and dont get me wrong, this dosnt apply to EVERY CSR, but the majority of the ones I have dealt with. this guy has been with them 15 years and he gets the runaround...so with me being there 3 months, ive had more aggravation than in 15 years of Time Warner. wouldnt even matter had Warner not forced me to run to D* after two and a half years of owning an HDTV in order to actually get a decent amount of HD programming. Warner's HD selection is an absolute joke. they added 3 channels in the entire year of 2007. (TBS, UNIVERSAL and ESPN2)

[rutgersfan]

last night I had a girl put me on hold for a supervisor, then after 10 minutes, she just just sent me back to the original main menu where you have to talk to the computer. I was so friggin pissed...

the last 2-3 years, csr's have gone downhill. I always had positive experiences. lately, it's been a nightmare, including the supervisors (if you are actually speaking to one).

[dtrell]

last night I had a girl put me on hold for a supervisor, then after 10 minutes, she just just sent me back to the original main menu where you have to talk to the computer. I was so friggin pissed...

the last 2-3 years, csr's have gone downhill. I always had positive experiences. lately, it's been a nightmare, including the supervisors (if you are actually speaking to one).

again, theres still a few good ones out there...just not as many as there should be

[rudeney]

All I can say is that it’s a good think D*’s product is so good, because their service is about as bad as it gets. And this is nothing new. I’ve been a subscriber since the “early days”. I’ve been through hassles with the USSB takeover and then having them stick me with a new two-year contract every time I call for anything. The latest is that they are raising my rates even though I’m stuck with a year left on a two-year contract. I’m thinking it’s class-action time!

[SAFOOL]

I cant take it anymore. My bill has an dvr fee on it even though I have +hddvr service. A non returned box fee even though the tech took the box with him after a service call. Of course the rep claims techs do not take stb's with so I must still have the box. To make things worse I canceled starz yesterday only to have it show back up last night. This makes 3 months in a row I have had to call about some problem.

[m4p]

He says to me " I wish these people would start doing what they say they are going to do for the Customer" I just said yea, I know.

I can't tell you how many times I had to call to get the monthly credit I was supposed to be getting. Every time I'd call, they'd say they'd straighten it out so come the next month's bill, my credits would be there. Then I'd get my next bill and no credits would be on the bill. This went on for a good 10 months.

[scott72]

Man have we got the run around with these guys for the past week. We went to upgrade one box since we just purchased 2 new plasmas and was adding another one. We called to get the HD-DVR and asked how to go about getting the hr21. CSR assures us we are getting them and is drop shipping one and installer bringing one out. The drop ship us a Refurbished HR20 and no return paid shipping. We call D* up again and explain the situation. CSR tells us to ship it back and we will be credited the shipping and some money back on the one we had to go purchase at a major retailer, which the csr suggested. So the original deal was suppose to cost us $200 for the (2) hr21. Now at this point we are out $240 between buying one box and shipping charges. Check no money credited back for the shipping or any for the box.

Now today we have the installer come out. This guy is just not wanting to work at all. Does not take his shoes off, has a little attitude also. What does he bring out, a refurbished hr20. Now comes the fun part, he wants to charge us $50 to run a 2nd line to it. Fed up big time at this point I agree to just pay it to get my tv up and running. Then he tells me he cant do that unless he installs the box we did not want. I asked him to call and change the work order and he says he cant do that. Then I asked him to call D* and he refuses to do that. So I took off the day for this and have no new box and no line ran. I call up D* very angry and explain to the csr and customer retention explaining its nothing against them but here is the situation. Well then neither of the ones I spoke to were helpful. They dont show the received the box we had to ship back on our dime. They then say the installer can only bring out what they have in the warehouse. Installer told us all they have is Refurbished HR20. Customer retention tells us they can only credit us money back if we order it from them but they cant even guarantee a HR21. Only way to get it basically is go out to the major retailer again and purchase one. So this good deal we thought we were getting for being long time customers and having HD since it's been out does not exist. So now we have to go out and purchase another HR21 and run the line ourselves. So total cost is $450 between boxes and shipping. I'm not sure what the line is going to cost and then I have a wasted day off work.

Is there anyone on here that works at D* that can help us out. I'm so fed up right now I dont care how many hd channels they have I'm debating on switching. I've always been a customer service person and I can not stand how this turn'd out. The attitudes of the 7 or 8 different CSR I have talked to and been lied to in the past week, then the horrible installer.

I hate to pour gas on your fire, but if you activated those two new HD receivers, then you just renewed your two year contract. Not only that, if you opt out you get to give D* your brand new HR21's as they are leased machines.

[scott72]

To the OP, I see you have your problem straightened out now. Glad to hear it.

[SDizzle]

Tell them you want to cancel and they will do just that. Don't do or say anything you may be sorry for latter or aren't ready to act on. Just be business like and persistent. That works the best. Also, don't call more than one or twice in a 24 hr period or cancel you they will.

Bob

You didn't understand what I was saying, I said that since he wanted to get to retention and they always asked questions as to why he wanted to get there and gave reasons why that was not a good reason, to tell the frontline CSR that to get there. I have never told anyone to threaten to leave to get their way with credits or equipment upgrades!! Once in retention he wouldn't tell them he wanted to cancel, as most of the time when you get there, they don't know what you said to get there anyway.....they ask all the same questions again!

[reverett1522]

At least you were able to get any type of receiver. I had an install scheduled for yesterday which was cancelled on Friday night at 5PM, because the install company didn't have any HD equipment. Now they can't get me in until the 15th! I just don't understand how I can run down to Costco/Best Buy/etc and pick up an HR21 (New) and the installer doesn't have any. What really gets me is that this is the fourth time an install has been cancelled on me (3 at the initial install) and the CSR I spoke to really didn't care. Ughhh

For the $200 I put down for this new DVR (on top of my $150/mo for service) I could cancel my service, pay the termination fee and run down to the comcast store 12 blocks away and pick up 3 DVRs and be hooked up in an hour! I don't want to leave but something needs to be done here in Seattle with Directv/Ironwood's system so this stops happening to me!!!!