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DirecTV Customer Service Is The Worst

Discussion in 'DIRECTV General Discussion' started by rzrnut, Jun 14, 2010.

  1. Blaze

    Blaze Legend

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    Jun 9, 2010

    However they can Credit his Account for any Monies he may have lost do to this,Error on the installers part.

    You won't have me stay home Wednesday and no one shows without me getting Compensated.
     
  2. rzrnut

    rzrnut Cool Member

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    Jun 14, 2010
     
  3. tcusta00

    tcusta00 Active Member

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    Don't they still offer $100 credits for no-call/no-show? I've gotten at least one of these in the past for my inconvenience.
     
  4. barryb

    barryb New Member

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    I have a funny feeling an install company is gonna be in deep poop.
     
  5. rzrnut

    rzrnut Cool Member

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    Jun 14, 2010
    There was a whole list of them.

    "We have no record of your appointment on that day". Some CSR's "have a record" some don't. After speaking with Ellen's office I have learned that DirecTV actually has a record of all the calls and appointments - imagine that.

    "DirecTV has no way to get in touch with the installer". Again, Ellens office said they would be sure to call them and insist they send a tech tomorrow and a senior tech at that. In our company we have a way to get in touch with everyone we send money to, it would really seem odd for DirecTV to not be able to communicate with their business partners.

    "You canceled the service call" this one was the best - why would I be calling? Again, Ellens office looked at the notes and although they could not give the exact reason the local office canceled, it was the local office that canceled it (one of last weeks appointments).

    DirecTV has an ontime garuntee but your situation does not qualify because they never showed up. This was also pointed out to be false.
     
  6. drpjr

    drpjr Icon

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    Sakatomatoes...
    I would hope that this install is absolutely free. No install fee, no lease fees, no nothing. Maybe even free HD for life.:lol:
     
  7. rzrnut

    rzrnut Cool Member

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    Jun 14, 2010
    The lady that called asked for a call AFTER the install tomorrow before she went into compensation. Probably to be sure it was done before we talked again.

    A calculated gamble the way I see it. On one hand if they blow me off again it will be a very bad situation and I will not be easily pleased. OTOH if it goes swimmingly well, I may be in a better mood making it easy on DirecTV. I guess she has faith that the installer WILL show up and get it done, so in that sense I guess I should feel a little better.

    It is a real shame however that I have lost 4 days work (5 tomorrow) and was given the run-around by customer service reps and supervisors. To have to contact someone in the presidents office to get an honest answer is really pathetic.
     
  8. tcusta00

    tcusta00 Active Member

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    Dec 31, 2007

    I've always seen DIRECTV like this: once you're up and running, great! From then on, do as much as you can online in terms of ordering upgrades, etc. to save yourself the headache. When I have to contact customer service for something I usually try to use their email forms so I have everything in writing.

    But getting to that "up and running" point is proving to be a bit more difficult for you. I hope it goes well tomorrow.

    And when you speak with the executive office after your install be sure to mention that you heard they give $100 bill credits for each missed appointment... you may not be paying a DIRECTV bill for a few months.
     
  9. David MacLeod

    David MacLeod New Member

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    I love self installing..
     
  10. Drucifer

    Drucifer Well-Known Member

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    NY Hudson...
    Just being curious here, but is your Internet now connected to DirecTV? If so, a lot of installers are making mistakes here by saying the connection doesn't change under the 'Whole Home DVR' DECA Cloud.

    But it does, your router will need its own DECA plus a Power Insertor (PI).
     
  11. Blaze

    Blaze Legend

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    Jun 9, 2010
  12. JeffBowser

    JeffBowser blah blah blah

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    YES! Exactly my point to some of the folks up here that get a bit too "cheer-leady" about DirecTV's "customer service". It's pathetic how often the Ellen's office has to be invoked for simple front line level 1 things.

     
  13. TBlazer07

    TBlazer07 Grumpy Grampy

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    Better be careful, they might put pins in your coax. :D We used to do that to CB guys back in the day (late 60's)) because us Ham Radio guys got blamed for all their interference.
     
  14. tgater

    tgater Godfather

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    Jul 24, 2007
    2nd, just because you say cancel service does not mean they up and cancel you. You get a seasoned csr that can offer things to help the OP get what he believes to be a fair value for his time lost and most importantly keep him as a customer.
     
  15. drpjr

    drpjr Icon

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    Sakatomatoes...
    I would expect the install to go well. I would have also expected the other 4 appointment to go well.:eek2: This install has really been screwed up and I would expect D to really step up to make it right. A good install experience at this point does not make up for your lost time and trouble. I would still expect there to be no charge at all for this to be made right. I would not accept any monthly ongoing credits to your account as they can work against you if problems come up in the future. Free installs and boxes have been given away to dozens of people without issues, the least they can do is comp yours. IMO. YMMV. Good luck.
     
  16. rzrnut

    rzrnut Cool Member

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    Jun 14, 2010
    Thanks for the kind words.

    The person I talked to this afternoon said it was being handled directly and not to be surprised if we have 4 DirecTV vans in the yard tomorrow.

    In the pecking order of life, I first make the wife happy. If the wife is happy everyone else has a chance of being happy. If she isn't happy, well... So first priority is get the whole home dvr going.
     
  17. Xsabresx

    Xsabresx Icon

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    Oct 8, 2007
    Sadly it is getting that way with most companies. Once you are up and running use their website.
     
  18. Xsabresx

    Xsabresx Icon

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    Me too, but a funny story about.

    I originally installed my dual lnb and receiver back in '01. In '07 I was ready to go HD. So I set up the upgrade and told her I would install myself. They said I couldnt do the 5lnb install and it must be professionally installed. Ok fine. The installer shows up with no dish on the truck. He never got the order for the dish (so he says). Of course Directv says the dish is on the order. The whole point of the professional install was because of the dish!

    It was straightened out the next day so all has been well since.
     
  19. drpjr

    drpjr Icon

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    Nov 23, 2007
    Sakatomatoes...
    I can pretty much guarantee your wife will love MRV.:D D may not be your only source for perks.:blush::blush:;):lol:
     
  20. dtvmike1652

    dtvmike1652 AllStar

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    Jun 14, 2010
    That in itself is not Directv itself that you are actually having that issue with. The Directv call centers no longer have the Home Service Providers phone numbers so therefore the only way that they have to contact them is basically by an e-mail. What makes this bad is that it does make Directv look bad because we do have some lazy techs out there who just don't want to do the work and blow the jobs off. This creates the situation as yourself where we have a loyal customer such as yourself being missed or blown off for because someone is too lazy to work. Now with your first work order being cancelled that again is not something that Directv would do proactively. I've worked as both a tech and a call center agent until recently when I finished my college degree and what I would say has happened is your tech called into Directv acting like you and cancelled the work order saying he was you or somehow the HSP could have accidently cancelled it, doubt it but I guess it could happen. I recommend, if you don't all ready, put a password on your account and have them notate not to speak with anyone unless they do know your password. That would prevent anyone calling in and cancelling another work order. I've still got a lot of friends who work at the call center still and yes they are getting busier due to the MRV but that's no excuse for it. Directv needs to find a way to have better control over these HSP's or just take them all over completly. Good Luck hope you got installed.
     

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