Service call nightmare

[plastickite]

On Friday my satellite went out. Called customer service and they couldn't figure it out. I had a service call for 1-5 on Saturday. No show, no call. I call directv and they call the service center and was told they would be there before seven. No shows again. On Saturday I called Directv again and they called the service company and I was told they would be out on Sunday. No shows again. I finally got through to the service center via Directv and set up something on Monday from 1-5 again. Now shows part 3. I call at 5:30 and the man I spoke to was pissed they hadn't called me to at least tell me what's going on and he said they would try to get someone tonignt. Of course noone showed and I haven't received a call from them. Called directv again tonight and they are "guaranteeing" a visit on Tuesday. I mean, this is rediculous. What should I be asking for when I raise hell with the service guy and directv? I wouldn't mind the March Madness package and the MLB package with HD. Is that too much for their incompitence or should I just get up and leave?

[Pink Fairy]

0.o that really sucks! I am so sorry you are having the problems, that local office needs a kick in the...patella!

And also, any missed appointment, you can get a $100.01 credit.

I would call and get the credit...and make sure you have the number for the local office (Any CSR in Tech support should be able to give it to you.)

[dhaakenson]

And also, any missed appointment, you can get a $100.01 credit.

Unless the credit is temporary. Check out this amazing thread:

http://www.dbstalk.com/showthread.php?t=82097

[Pink Fairy]

yes, i know, a horrible experience. But according to DTV it's guaranteed. -shrug- Would hope it would work out well for you too

[RobertE]

It may sound silly, but make sure that D* has your Correct name, address & phone number on the workorder (not your account). Just recently I was sent on a wild goose chase to find a customer, all three were wrong. As it turns out he lives three streets over from me.

Also insist on them giving you the number to the installition company to confirm with them.

[joe diamond]

Plastickite,
I gotta go with RobertE here. There is something wrong with the routing to your home. As in installer I am on the way out with DTV for various isues but I feel your pain for the "no call no show". My custom had been to receive work orders and make an appointment with the customer. Worked great for years.
Now DTV is doing much more in-house and I have seen the mess. If the call center (customer service representative CSR) missunderstood your street name or zip code or phone number some tech somewhere has been looking for you. They have probably been back charged for not showing up even though you are in a different state.
When you do get through have the tech "call as he drives"-he won't see your work order until the morning it is scheduled.

Keep smilin'

Joe

[plastickite]

Thanks for the responses. I finally spoke to an actual technician today and he says he will be there at 3 EDT (hopefully). A few of you have said that maybe they had the wrong number to call. Unfortunately what happened is the technician who was supposed to come out (or someone else) wrote "problem fixed" on the work order even though noone had come out to fix it. And if they had 3 no shows does that mean I can get $300, one for each missed appointment? The other thing that chaps me is, I've been singing DirecTVs praises to other people and two friends bit the bullet and switched and they are having problems with bad installs and boxes. Makes me look like a dickhead.

[JeffBowser]

Plastic - you know - there's a hidden cost to DirecTV there. I have had no issues with them ever, but I won't unconditionally recommend them to friends, since I read of so many bad experiences up here. I don't want to look like a "dickhead", either.

[elaclair]

Plastic - you know - there's a hidden cost to DirecTV there. I have had no issues with them ever, but I won't unconditionally recommend them to friends, since I read of so many bad experiences up here. I don't want to look like a "dickhead", either.


While I still recommend D* to my friends, because of the really bad installation/service we get from Ironwood in this area, I always qualify my recommendation with "Just don't judge DirecTV on your install...it's a different company".

Ironwood burned me twice, and I now do all my own work.......

[plastickite]

I shouldn't have used that sort of language regardless of the problem. Everyone at DirecTV technical support has been wonderful but it is the service company they use who has been screwing this whole thing up. My hope is it takes them 10 hours to fix because if it takes 10 minutes I might have to use Jules Winnfield's recital of Ezekial 25:17 on the tech. ;)

[TigersFanJJ]

I shouldn't have used that sort of language regardless of the problem. Everyone at DirecTV technical support has been wonderful but it is the service company they use who has been screwing this whole thing up. My hope is it takes them 10 hours to fix because if it takes 10 minutes I might have to use Jules Winnfield's recital of Ezekial 25:17 on the tech. ;)

I know you are upset. It is understandable with what you have been through. Just remember that the tech that shows up is (hopefully, anyway) the good guy. He is the one that is trying to actually fix the problem for you, and probably had nothing to do with what you have been through.

On a side note, Dtv ALWAYS puts the blame on the install company and their techs. Most of the time, they are right. It is Dtv's fault quite often too, but they rarely (if ever) admit it.

[plastickite]

Well, they finally showed up yesterday about 3:30 and the problem was the wires buried underground had been split or cut (our dish is 80 feet from the house on a pole in concrete) and replaced them and the 3LNB had gone bad somehow. Of course everything works now except they left without reburying the wires. So instead of waiting on hold for 45 minutes I buried them myself. When I called DirecTV to tell them the man on the phone said the reason the techs didn't bury them is because they would have had to charge me. That's really cool. After that the generously gave me a $105.67 credit to my account. I was going to try the parlay 3 missed appointments into the Extra Innings package but that was the most they would give me. Since Friday I spent 6+ hours on the phone, 16 hours waiting at home for tech support to show and missed a half days work for $100. Can't wait untill I move to say SAYONARA!!!

[scrappy 2000]

This is why I will not recomand D* to anyone. I had a really bad time getting my HR 20 instaled. I have been with D* for 12 years and I pay about 150 per month. I have never had an installed here or have I ever gotten any specials or free stuff before. They did give me a free HR 20 and that was great but my bill was not correct and had to call to get it fixed. If I could just have been sent the HR 20 and let me plug it in everything would have been fine but they would NOT do that for me the installed had to bring it to me and then I plugged it in while he installed the dish. CSR tier two told me that no one could send my a HR 20 only the installer could be sent that unit. I waited three weeks to get this done and caused major problems for the family. I even wanted to install the five lnb dish and they would not let me do that. The installer was great , gave him s 20 just to say thanks for a good job. The HR 20 is running great and if my bill is now right I am happy but could not risk telling another person to go with D*.