Thinking of cancelling Directv

[d125]

I've been a directv customer for a few years, now. I'm having work done to my house and have to remove my dish and reinstall. I called directv and they quoted me a ridiculous price for reinstallation which annoyed me since I've been a loyal customer for years and and have spent hundreds on additional receivers, DVR, etc. when they offer all of these for FREE now to new customers. All they seem to care about is getting "new" customers and never give "loyal" customers a break on anything.

I would have the contractor reinstall my dish but I know it needs to be aligned a certain way. I was going to suspend my service while the construction was going on so I wouldn't be paying for service when I couldn't watch it. Now, I'm thinking of just cancelling altogether and waiting to see if they offer me one of those "we want you back" deals like my old cable company used to. I was also thinking of switching to DishNetwork but then I'd have all these Directv receivers and a DVR that I bought that would be useless to me. Does anyone know how long my account would have to remain inactive before I'm considered a "new" customer again? Thanks.

[Steve Mehs]

Did you try talking and explaining your situation to multiple CSRs? Playing CSR roulette can resolve problems like this. you'll never be considered a new customer again, unless you use a spouses name, better yet wife's maiden name. Best of luck to you!


Just out of curiosity, what did they say it would cost you?

[paulh]

I called Direct TV to cancel (since I had setup an appointment for a E* installation) I got transferred to D*'s customer retention and after $200 in programming credits, decided it was in my best interest to stay with D*.

So yes, they (customer retention, not normal CSR's) do give existing customers something!

[bills976]

Did you ask about the Movers Connection program? If all you want done is a dish reinstall and new wiring, that would fit the bill. If you mention the movers connection, I bet you'll get exactly what you want, and it'll only cost you $25.

[d125]

I tried mentioning the movers connection promo. Didn't work. Here's why I'm so annoyed:

When I first called, I asked about suspending my account while the work was being done and then asked how to arrange for reinstallation of the dish. I was transferred around until I finally spoke to someone who could give me specifics. He quoted around $100 for reinstallation (just for reinstallation, no rewiring at all, my husband's an electrician and offered to do all the rewiring himself) I explained to the rep. that I was a long-time customer, and I had recommended them numerous times to people who ultimately switched to Directv. I asked if they would consider waiving part or all of the fee, given the fact that now they give away all these freebies to new subcribers which I had to pay for (multiple room setups, DVR's, etc.), they also offer free re-installation for someone who moves -- couldn't they possibly do something for me, a loyal customer whose ALREADY spent hundreds on what new subscribers get free.

He looks up my account and begins his pitch, "Yes, I see that you have been a loyal customer, so I'd like to offer you..." and tries talking me into some sort of maintenance program. At first, he mentioned that with this program, they would come and reinstall the dish for around $35, so I was interested, but then he continued with the conditions that I had to remain in the program for 6 mos or a year at whatever price per month... and it ultimately would've cost me twice the reinstallation fee he originally quoted.

At this point, my husband gets really ticked and says he'll climb up on the roof and install it himself! But, he doesn't know how to align it. The rep. says someone can come to the house and make sure the alignment is correct, but he's not sure how much they would charge for the housecall. I'd find out AFTER he came!

The whole phone call was like a bad joke!

But, I think I'll try what Paulh did, I'll just call to cancel the day the work starts and I'll explain why I'm cancelling and that I'll get a whole new setup FREE from Dish Network. Hopefully, they'll transfer me to customer retention and work something out. Thanks for all the suggestions!

[waydwolf]

As an installer I have to tell you that we installers are almost entirely subcontractors working through other subcontractors and working entirely piecework with pay FAR FAR below what DTV credits a dealer for the installation. I get MAYBE $60-$90 for an install for which I am SUPPOSED to be paid $150-$200. ALL parts, materials, gas, insurance, risk-taking are on MY head.

The cable company on the other hand covers all of the above and pays their people hourly so they get paid whether or not they are sent any given place.

If you want it free or low cost, go to the cable company. You want DBS, you better be prepared to pay because I DON'T work for free and neither do my fellow techs. Sorry to sound harsh, but people have this idea based on the cable model that DBS shouldn't cost them anything or as little as possible and almost no one seems to grasp what kind of scam they are running in field service. AFAIK, only Halstead runs an in-house sort of field service as a direct contractor to DTV and Dish Network has their DNSC set-up. Other than that, WE PAY our way so please remember that.

My personal charge is $200 for a complete four-receiver wiring including brand new coax, compression fittings, proper ground, dish mounting and aligning. Add $100 for anything above a second story roof if line of sight is that poor. $150 for a tripod and pole mount to a maximum of six feet, $300 if taller as guy wires and turnbuckles are needed. $150 for a remote post mount to a height of six feet with thirty feet of trenching and $.50 a foot after that. My costs after all of this will be about one third of that for materials and another third for insurance(which continually climbs). Given No Line of Sight fails, I can expect maybe three out of every eight installs to not be a failure in CT and I don't know until I expend a tank of gas to drive out to all of them in sequence. So you see what kind of crap pay I'm looking at when all is said and done.

[Dave]

As an installer I have to tell you that we installers are almost entirely subcontractors working through other subcontractors and working entirely piecework with pay FAR FAR below what DTV credits a dealer for the installation. I get MAYBE $60-$90 for an install for which I am SUPPOSED to be paid $150-$200. ALL parts, materials, gas, insurance, risk-taking are on MY head.

The cable company on the other hand covers all of the above and pays their people hourly so they get paid whether or not they are sent any given place.

If you want it free or low cost, go to the cable company. You want DBS, you better be prepared to pay because I DON'T work for free and neither do my fellow techs. Sorry to sound harsh, but people have this idea based on the cable model that DBS shouldn't cost them anything or as little as possible and almost no one seems to grasp what kind of scam they are running in field service. AFAIK, only Halstead runs an in-house sort of field service as a direct contractor to DTV and Dish Network has their DNSC set-up. Other than that, WE PAY our way so please remember that.

My personal charge is $200 for a complete four-receiver wiring including brand new coax, compression fittings, proper ground, dish mounting and aligning. Add $100 for anything above a second story roof if line of sight is that poor. $150 for a tripod and pole mount to a maximum of six feet, $300 if taller as guy wires and turnbuckles are needed. $150 for a remote post mount to a height of six feet with thirty feet of trenching and $.50 a foot after that. My costs after all of this will be about one third of that for materials and another third for insurance(which continually climbs). Given No Line of Sight fails, I can expect maybe three out of every eight installs to not be a failure in CT and I don't know until I expend a tank of gas to drive out to all of them in sequence. So you see what kind of crap pay I'm looking at when all is said and done.



You have just showed myself and other posters the reason to not call a local installer. You seem like you are more interested in the almighty dollar than helping the customer. Perhaps this is why myself and other customers and potential customers need to and are calling the internet companies for the better deals. It seems that the internet companies are really not trying to go after the potential customer as bad or worst than the local dealers. I had a local dealer come and install my system with the Dishmovers program. Didin't cost me anything but all he did was brag about ripping off Dish for the money he got for the install. Granted he did do a good job. But the attitude should have been more customer oriented. I do realize the dealers have to make money. But don't blame the customer for your getting ripped off by your contractor if you are the sub-contractor. It is not the customers fault. This is why I tell anyone wanting a system either Dish or Direct to go to the internet and find a free deal or call the company direct and let them set up the install. That way you can always call the company to compain to get better service if you feel you are not getting the proper service from the installer or you think you will be OVERCHARGED by the installer. When you purchase a system and it says FREE INSTALL within certain limits, this is what the CUSTOMER expects to receive. I do realize that there are intallers out there that do belive in CUSTOMER SERVICE.

[d125]

If you want it free or low cost, go to the cable company. You want DBS, you better be prepared to pay because I DON'T work for free and neither do my fellow techs. Sorry to sound harsh, but people have this idea based on the cable model that DBS shouldn't cost them anything or as little as possible and almost no one seems to grasp what kind of scam they are running in field service. AFAIK, only Halstead runs an in-house sort of field service as a direct contractor to DTV and Dish Network has their DNSC set-up. Other than that, WE PAY our way so please remember that.


Wow. For one thing, my gripe is with Directv, not you or any other installer for that matter - and apparently yours is too, so there's no need to take it out on me.

It's apparent that Directv has some kind of reimbursement system set up with installers for their work under the FREE INSTALLATION offers. (Just how much they reimburse is not determined by me, so once again, why blame me?) After spending THOUSANDS over the years on DTV programming and an additional HUNDREDS on Hughes equipment, which if I'm not mistaken is a Directv company, not to mention all the FREE referrals they got from me, I had hoped that Directv, not the installer, would try and work with me to lessen the load of yet ANOTHER expense that I’d have to endure for sticking with them.

After all, they’ll pay the installation for new subscribers AS WELL AS for those who are moving! Just last month, my aunt, who had cable at her previous address, moved to a house that already had a dish. Upon my suggestion, she called DTV to start her new service and told them there was already a dish installed at her new address. They gave her a new, upgraded dish anyway along with 3 receivers, wiring and installation – all FREE!

If I were to switch to DishNetwork tomorrow, I would get a much more upgraded setup than I have right now, for FREE or close to it! So, I don’t see why Directv can’t just, for once, eat a minor (to them at least) cost just to keep a loyal customer happy.

I made no criticisms about any installers, and I don’t expect anyone to work for free. I’m sorry if you took it the wrong way. But, it seems to me that if you don’t feel you’re being paid what you deserve, than maybe YOU would be happier at cable.

[Karl Foster]

It is true, if you switch you will incur next to nothing in equipment costs. You can do that once. Many of us have done just that - went with one DBS provider and the switched. If you go to switch back, you will never be considered a new subscriber again, though, so take advantage of it when you can.

[TWood]

Hopefully, they'll transfer me to customer retention and work something out. Thanks for all the suggestions!
I maybe wrong, but I think you can call and ask for Customer Retention directly. Rather than just hoping the CSR will transfer you when you call to cancel. I've never delt with D's Customer Retention department myself, but from what I have read here and on other DBS boards, they will work with you to keep your business. They may offer you a credit on you bill for whatever the re-installation cost of your dish is.

I am a former Dish Network sub now with DirecTV. I know from personal experience that Dish Network does not (at least when I was with them) have a customer retention department. So if you do end up switching, you may find yourself in the same boat again, but with a company that may not be willing to keep your business. I know it may not seem like DirecTV wants to either, but you haven't talked to Customer Retention yet either.

Another option is to let your husband take a crack at re-installing the dish himself. If he is able to install a ceiling fan or garage door opener, he should be able to handle installing a dish.

[Greg Bimson]

Just a suggestion...

d125, why don't you give us an idea where you live? I know this sounds creepy, but quite a few of us here would probably be happy to help, for a couple of beers. And many of us could do an install better than the contracted installers.

[Kenster]

You have just showed myself and other posters the reason to not call a local installer. You seem like you are more interested in the almighty dollar than helping the customer. .

Hey, few of us are in the charity business. I don't do what I do for a living and not expect to be paid for it. Installers, like any other business, charge what the market will bear. If the market won't bear it, they'll be forced to drop their prices, improve their service or get out of the business. "Helping the customer" doesn't mean doing it for free.

[goughl]

If your husband is an electrician I am sure he is more than qualified to do the install himselfI tried mentioning the movers connection promo. Didn't work. Here's why I'm so annoyed:

When I first called, I asked about suspending my account while the work was being done and then asked how to arrange for reinstallation of the dish. I was transferred around until I finally spoke to someone who could give me specifics. He quoted around $100 for reinstallation (just for reinstallation, no rewiring at all, my husband's an electrician and offered to do all the rewiring himself) I explained to the rep. that I was a long-time customer, and I had recommended them numerous times to people who ultimately switched to Directv. I asked if they would consider waiving part or all of the fee, given the fact that now they give away all these freebies to new subcribers which I had to pay for (multiple room setups, DVR's, etc.), they also offer free re-installation for someone who moves -- couldn't they possibly do something for me, a loyal customer whose ALREADY spent hundreds on what new subscribers get free.

He looks up my account and begins his pitch, "Yes, I see that you have been a loyal customer, so I'd like to offer you..." and tries talking me into some sort of maintenance program. At first, he mentioned that with this program, they would come and reinstall the dish for around $35, so I was interested, but then he continued with the conditions that I had to remain in the program for 6 mos or a year at whatever price per month... and it ultimately would've cost me twice the reinstallation fee he originally quoted.

At this point, my husband gets really ticked and says he'll climb up on the roof and install it himself! But, he doesn't know how to align it. The rep. says someone can come to the house and make sure the alignment is correct, but he's not sure how much they would charge for the housecall. I'd find out AFTER he came!

The whole phone call was like a bad joke!

But, I think I'll try what Paulh did, I'll just call to cancel the day the work starts and I'll explain why I'm cancelling and that I'll get a whole new setup FREE from Dish Network. Hopefully, they'll transfer me to customer retention and work something out. Thanks for all the suggestions!

[Strong]

You have just showed myself and other posters the reason to not call a local installer. You seem like you are more interested in the almighty dollar than helping the customer. Perhaps this is why myself and other customers and potential customers need to and are calling the internet companies for the better deals. It seems that the internet companies are really not trying to go after the potential customer as bad or worst than the local dealers.


Maybe you can afford to not charge for your services, but some of us actually try to support our families with our jobs as installers. I think wolf did a good service to all of us by laying out exactly what he charges under specific circumstances.

Who do you think these "internet companies" are using for their installations? They obviously can't have in-house hourly technicians in every county in the U.S. so they will sub-contract with folks like wolf for the actual installation. At least wolf is being honest when he describes the fact that there is a built in cost incentive for sub-contractors to scrimp and save on an installation. You as a consumer may have no idea whether the person working on your home feels they are fairly compensated vs. feeling they are being ripped off for a particular job. The type of work performed may or may not vary and may not be obvious to the untrained eye, but you pay your money (or not) and you take your chances. The vast majority of customers have no clue what's involved and are uninformed consumers (they jump at a deal from a telemarketer or junk mail flier in order to save a couple of bucks over cable). The majority of installers are honest, hard working and have high integrity.

I don't know wolf but I suspect that the work he would do would be of the highest caliber including his level of customer service. If you or anyone else is looking for the cheapest possible job, then caveat emptor.

[geneb11]

Installation is easy. Just make sure the mast is level and point the dish in the direction it say's on your tv installation screen. With the phase 3 dish I had to set the scew first. The only tricky part is you need a signal strength meter or a tv screen nearby. You can buy signal strength meters on e-bay for $20. If your up on a roof just run a line outside and have a partner watch the screen or listen to the tone. or run a speaker wire and speaker to where you are and listen to the tone.



I was just thinking. If you have not removed the dish yet. Get a magic marker and mark the dish where the mast meets the mounting bracket and the tick marks or use a nail and scratch off the paint.

Then all you have to do is remount the mast and make sure it's level and put the dish back on and line up the marks and that should do it as long as it's going in the same spot.


(BTW) You can put the dish anywhere you want as long as it's level and a clear veiw to the southwest and as long as it's all marked all you have to do is a side to side aim(only if you mount it somewhere else).

[nuke]

Installing the dish is cake. Pulling the wire is all the work. Let your husband the electrician pull the wiring, since I'm sure he knows exactly how to do that.

Most likely, he won't have any problems aiming the dish either. It's not very hard. A boy scout compass and a good level are all he needs.

[Bob Haller]

If your near pittsburgh I would be glad to help FOR FREE! Of course UI always recommend putting dishes down low where possible. Mine are on my deck. makes snow clearance, repairs and such a snap.