Cancelled Installations

[calpolo17]

I had my installation cancelled on October 21st due to lack of HR20's available. Got my reschedule for this Thursday. Are people still getting cancelled installations? Im in the Los Angeles area.

[PoitNarf]

Yes, many many many many many people.

[giuseppe]

Yes, mine was cancelled 10/29. I live in the los angeles area, too.

I've been waiting over 4 months with an R15 that doesn't work. They offered to upgrade my box to an HR20 on 10/5 and now I have to wait for my rescheduled appt. on 11/19!

The contract installer told me they didn't have enough technicians, the rescheduling CSR from DirecTV told me they didn't have any technicians, but the Customer Retention CSR told me they have no HR20s and so did the RIO 3 (?) CSR I spoke to.

The last one, the RIO 3 CSR, said they had to reschedule for 11/19 and even then they couldn't guarantee there would be any HR20s available. She said I should just buy my own from Best Buy if I really wanted one and it's not DirecTV's problem because they are doing everything they can.

Really helpful.

I'm waiting for a callback from a Customer Retention CSR because I asked to be let out of my contract since they haven't sent me a box that worked. I'll let you all know if I make any progress with them.

[iceman2a]

Yes, mine was cancelled 10/29. I live in the los angeles area, too.

I've been waiting over 4 months with an R15 that doesn't work. They offered to upgrade my box to an HR20 on 10/5 and now I have to wait for my rescheduled appt. on 11/19!

The contract installer told me they didn't have enough technicians, the rescheduling CSR from DirecTV told me they didn't have any technicians, but the Customer Retention CSR told me they have no HR20s and so did the RIO 3 (?) CSR I spoke to.

The last one, the RIO 3 CSR, said they had to reschedule for 11/19 and even then they couldn't guarantee there would be any HR20s available. She said I should just buy my own from Best Buy if I really wanted one and it's not DirecTV's problem because they are doing everything they can.

Really helpful.

I'm waiting for a callback from a Customer Retention CSR because I asked to be let out of my contract since they haven't sent me a box that worked. I'll let you all know if I make any progress with them.

You don't ask! You tell retention that since they can not provide you the service you "contracted" for, you are under no obligation to fullfill any comittment! Tell them to ship you boxes to return the equipment and that if they want to try to inforce the commitment to see you in court!

See how fast your install date gets moved up!!

[hadji]

Why don't you all just order it from circuitcity.com and have D* reimburse you? They have it in stock it appears and there is free shipping. Once you get it, call and schedule an installation. Seems simple enough.

[glennb]

You don't ask! You tell retention that since they can not provide you the service you "contracted" for, you are under no obligation to fullfill any comittment! Tell them to ship you boxes to return the equipment and that if they want to try to inforce the commitment to see you in court!

See how fast your install date gets moved up!!

Good luck with all that.
:rolleyes:

[glennb]

Why don't you all just order it from circuitcity.com and have D* reimburse you? They have it in stock it appears and there is free shipping. Once you get it, call and schedule an installation. Seems simple enough.

Seems simple enough but it'll get screwed up somehow.

If you buy one at circuitcity why would it be simple for D* to reimburse you ?
They'd simply say - You bought it yourself at circuitcity we aren't gonna reimburse you !!

[hadji]

Seems simple enough but it'll get screwed up somehow.

If you buy one at circuitcity why would it be simple for D* to reimburse you ?
They'd simply say - You bought it yourself at circuitcity we aren't gonna reimburse you !!

You need to talk with retention beforehand and get it added to your account notes and also have them send you an email confirmation to prevent this.

[clay_w]

You need to talk with retention beforehand and get it added to your account notes and also have them send you an email confirmation to prevent this.

I called retention last night to see if I could just pick one up locally and have them reimburse me and they said sure.

Now, I don't know if I want to do this because it would take over 4 months to get my money back (my bill is about $70/ month so basically I wouldn't have to pay a bill for 4+ months).

[ODiN91]

My install was for 12-2pm on 10/29. Went through without any cancellation.

[stolirocks]

I had my HR20 installation setup on Oct 1st for Oct 29th between 12-2pm. I called D* just before the appointment to confirm & proceeded to unhook old unit and move potted plants in the patio for installing the dish. At 1:50 the contractor was nice enough to call to let me know that I was cancelled because of Insufficient Resources! They rescheduled me for Nov 19.

Called E* today, I agreed to install the 622 in 3 days so hopefully my luck is about to change... :eek2:


Phillips 9401
Pan DMR E80
Showstopper
Toshiba 4R

[calpolo17]

Well...im scheduled tomorrow from 8am-12pm. Hopefully it'll get pushed through. What area are you in Odin91?

[Baron Ken]

Ordered a couple weeks ago and got a Dec. 1 install date (no HR20s in stock at local installer).
Decided to call local installer yesterday, and they re-scheduled me for Nov. 8. I verified they have the equipment. Here's hoping they come through.

[Skarzon]

On October 1st I scheduled an upgrade from a HR10-250 to an HR20 and new AT9 dish for October 30th. Got a call on the morning of October 30th from the installer saying the HR20 is on back order and they have no idea when I will be able to reschedule.

They said they would call me when they get in. Normally I would be all over D*, bugging them to get me scheduled, but I'm not sure if this is a bad thing or a blessing in disguise. With all the problems people are having with the HR20 I may be better off waiting a bit to receive it. Locals aren't available in HD in my area at this point, so I'm not missing out on anything yet...

Still frustrating though.

[giuseppe]

Retention contacted me the other day to see if they could "rectify some of my problems."

The CSR I spoke to was actually very helpful and he gave me a few options.

Option 1 was to ship out a new R15 until my HR20 actually gets installed by D*.

Option 2 was for me to buy an HR20 at a local retailer and get reimbursed by D*. They said they will do a $100 credit as soon as I set it up and a $200 credit when I ship back my other boxes. I heard him write these notes in my file, so hopefully when I call back the CSR I get will know what is going on.

I just ordered my HR20 from Best Buy after calling my local store and verifying that they actually had it.

I should be able to pick it up this afternoon.

I'll keep everyone posted on the actual reimbursement situation.

Now I need to search for those setup tips I've heard so much about.

[giuseppe]

Picked up the HR20 at Best Buy on Friday. Went home and plugged it all in. Started setting it up, called Customer Retention and after one reset and some explanation over the charges and reimbursements I now have an HR20 and a balance of $-100 in my DirecTV account.

The CSR I spoke to said they aren't allowed to have HR20s until the customer demand is satisfied and he was surprised I found one at a retailer.

I would suggest anyone that wants an HR20 anytime soon should contact Customer Retention and tell them you will buy it yourself and want reimbursement. DirecTV isn't expecting to have them in any consistent manner anytime soon.

[calpolo17]

Mine was installed as scheduled and has been running flawlessly. Tech installed the dish and was out in less than an hour.

[Baron Ken]

Ordered a couple weeks ago and got a Dec. 1 install date (no HR20s in stock at local installer).
Decided to call local installer yesterday, and they re-scheduled me for Nov. 8. I verified they have the equipment. Here's hoping they come through.

Anxiously awaiting my cancellation, er, my installation today. Called yesterday to confirm. Will call again before lunch to verify they are still coming from 1-5pm before I drive home.

[Late2Brake]

Installer - No show on install date

I've been waiting 3 1/2 weeks for the AT9 dish upgrade. No call the day before to confirm the appointment but today I get a call from someone saying that the tech was running an hour late. After waiting well after the end of the new scheduled time, I finally gave up and had to go back to work.

Now I've got another scheduled appointment for 2 1/2 weeks from now. Maybe this time they will actually show up, but I'm not holding my breath.

My original install 2 years ago was a joke too. The guy brings a kid that he's training and says he's gonna let him do his first install all by himself. Just what you want to hear, right? So, they put (3) sets of holes in the side of my stucco looking for a spot to install the dish, stripped the adjusting bolts on the mounting arm, mounted the dish partially obscured by the house, etc, etc. Oh, and they didn't have a meter to adjust the dish, they just used the sound from the tv in the house for the signal strength.

Connect Television Inc. in S.Calif. appears to be contractor that can't show up this time. (800)693-2726 or (310)868-1188

[german72]

Yesterday the tech came to install our second hr-20 and the first thing that I noticed is that the new software upgrade showed on the monitor.
I found out the the forward, 3 speeds now is Faster than it was before.
We have another one downstairs that has not been upgraded yet and it is slow to fast forward.
The tech could not get the uhf remote to work. I was able to get it working last night very easily.
After installing the receiver, he could not get a picture on our tv. I finally lost patience with him and used a regular audio/video cable and the picture came on.
He stated that the component cable was bad and wanted to throw it away.
I told him that I wanted to keep it.
Last night I used it and the was Nothing wrong with it.
He probable did not seat it correctly.
So far, I am very pleased with it.

Mike

[Baron Ken]

Install scheduled between 1-5pm, he came around 2:30. I asked him if he had a slimline dish and he responded yes and wondered how I knew about the slimline (I told him I read about it on the internet). He was surprised I knew about it since it just came out 2 days ago (um, ok :lol: ).

Anyhow, this was his first Slimline install, but he had done many AT9 installs. He did a very good job and kept everything neat and tidy the whole time. He didn't mind me watching what he was doing and he was pleased that I had already set up the HR20 and had it ready to go by the time he finished with the dish (he had handed me the HR20 box when he first got there after I asked if I could help with anything).

He installed the zinwell multiswitch where I told him to and routed the cables where I requested. He enlarged the existing cable hole (for 2 lines) so that the 4 lines from the dish would fit through. He called and got all the programming (including HD and HD locals) working. We used my HD projector downstairs to make sure HD was working, then moved the HR20 upstairs to a SD tv (new LCD HDTV coming soon) and he waited patiently while it rebooted. A lot more patiently than I did, LOL, as I was panicking that my perfect install downstairs had now become fubar'd! After he left, the HR20 requested to install a software update and did that. The HR20 seems to
be working fine (a few dislikes about the interface, but no problems).

Anyhow, it took him around 2 hours max. His professional demeanor and tidy work netted him a $20 tip.

EDIT: problem answered in another thread. Thanks.