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DirecTV is a Bloated Bureaucracy - Install Horror Story

Discussion in 'DIRECTV Installation/MDU Discussion' started by geaux tigers, Apr 19, 2011.

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  1. Apr 21, 2011 #61 of 145
    GTS

    GTS Member

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    You were given the solution to your problem in the very first reply. There is obviously more than "principle" at play here.

    I pointed out you would get the same promos that were originally offered. You subsequently brought up the refer a friend bonus and I'll tell you now, that a local dealer can give you that offer as well.

    You have been given two solutions to your current problem, but so far refuse to take advantage of either. I think the only principle at stake is stubbornness.
     
  2. Apr 22, 2011 #62 of 145
    geaux tigers

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    I appreciate your help. I understand your proposed solution but my point is that DirecTV has a bad policy in place.
     
  3. Apr 22, 2011 #63 of 145
    inkahauts

    inkahauts Well-Known Member

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    Ok, we know their policy isn't advantageous to the outlayers of 119. And others have issues with some of these kinds of problems too, like the zip code has a bad signal area, the whole zip code has its HD's turned off...

    I think in order to have any real progress in those regards, it would require an entirely new OS for Directv... ( I am talking about their internal systems)

    But that doesn't matter to your friends service. What matters to them is getting service. Have you decided on a path to get them service?
     
  4. Apr 22, 2011 #64 of 145
    geaux tigers

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    My in-laws were excited about DirecTV and a dealer from Missouri who posts on here stated he would ship everything down at no cost and I could install it or have an independent contractor install it. He would pay for the install and the shipping. All of the deals would be applied to their contract. I had decided to install it myself. However, my in-laws are concerned about not having a system that is officially approved by DirecTV. I was going to install an SL3 LNB. Right now they want me to take the current perfectly aligned dish down from their house. I used a Bird Dog to tune the dish and it is at 100%. Hooking up one of my HR24-500s to the dish confirmed the readings of the Bird Dog and I was also getting all of the channels including the locals in HD. This was using a 5 Dish LNB. I obviously was not getting anything on Satellite 119. I told them I would take care of any problems with their system. I have had DirecTV since 1998 and have not had any LNB or wiring problems.

    I am hoping that I can talk to them and get them to change their mind but I doubt it. It is a shame as my in-laws will have in a few weeks a new 3D Panasonic Plasma 55VT30 that I also recommended to them. This HDTV is supposed to have the best picture of any 2011 HDTV. They subscribe to Comcast and the picture is horrible. It almost seems like a crime to feed such a great HDTV such an inferior picture. Plus I have to endure crappy television when I am at their house.

    It's a shame that DirecTV has probably lost out on what would have been a good and loyal customer but that is probably going to be the case.

    I still can't believe DirecTV will not offer waivers for such situations and that is why I stand by my assertion that the company is a bloated bureaucracy.

    DirecTV does many good things like the CE program that takes place on this thread but some of its policies such as this one are bad and are costing the company money.
     
  5. Apr 22, 2011 #65 of 145
    Manctech

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    Waivers are there for a reason. What if a technician installed it and was not getting the 119 then calls in for a waiver. The customer wouldn't have a clue and they most definitely are going to have problems as Doug suggested. It's Directv's way of Quality Assurance. And it can be the biggest pain in the neck sometimes.

    I do however agree that there needs to be some common sense when it comes to waivers. I sometimes have to get a waiver for not having 2 lines on a DVR. Typically on service calls where it is the customers 2nd or 3rd DVR and they don't need 2 lines. The waiver department will not accept "I don't want a second line" as an excuse. You have to use reasons similar to; "The customer doesn't want to drill holes in their wall, etc..."

    As stated in a previous post, you could have just had the techs attach the receivers to their account and you could have activated them at your house. Or the neighbors house. Or any house that has a dish that picks up all 5 satellites.
     
  6. Apr 22, 2011 #66 of 145
    Shades228

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    Again you're the person who cares the most here. Your in laws have already decided that it's not for them due to the situation but you keep persisting.

    It could cost them even more money in the long run. You think the policy is bad and everyone can understand that. What you can't understand is that DIRECTV made the policy to protect itself and will stand by it even if it means they don't gain a customer. DIRECTV is ok with this, it's just TV.
     
  7. Apr 23, 2011 #67 of 145
    geaux tigers

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    Once again, please provide a specific example of how this is going to cost my in-laws and how this policy protects DirecTV in this situation. I do not work for DirecTV but am curious if some posters her may.
     
  8. Apr 23, 2011 #68 of 145
    Game Fan

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    It's impossible to win a policy debate with a large corporation. The debate can rage on for pages and pages with great points being made by both sides. The bottom line is nothing's resolved and finally the thread runs it's course. It's apparent this thread has reached that point.
     
  9. Apr 23, 2011 #69 of 145
    raoul5788

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    I have already explained to you why Directv maintains this policy. Check post #45.
     
  10. Apr 23, 2011 #70 of 145
    geaux tigers

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    This is post #45. Once again, my in-laws will only watch the HD locals which are located on 99. There are no SD locals that are not broadcast in HD and therefore they would receive all of their locals. An SL3 LNB would work perfectly for them with no problems.

    I realize that this may be the logic behind the policy but it is an unreasonable illogical bad policy. I asked for a good reason and I consider this to be a bad reason.

    I have had DirecTV since 1998. When I first signed up for DirecTV they sent me a dish and a receiver and I installed it and I was in business. I could not get my local channels but I used an antenna for that and it was worth the sacrifice. The cable company was a monopoly and they told the customer they could either like their product and service or could shove it.

    DirecTV was a breath of fresh air. They were small, aggressive, and went out of their way to please the customer. The cable company was a bloated bureaucracy. Back then you even had two bills - one to DirecTV and one for your subscription based movies.

    DirecTV is now much larger. They have more innovative products and offer more services. However, I believe with policies like these they have forgotten that the customer comes first and now like the cable company are a bloated bureaucracy.

    I understand what others are saying - You can't fight City Hall, you can't fight the cable company, and now it appears you can't fight DirecTV.
     
  11. Apr 23, 2011 #71 of 145
    J Blow

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    I'm not sure you do get what people are saying. I've hoped this would slide down and go away quietly but now I'm not seeing it happen soon. Not to be an a$$ or anything but...

    The policy exists for a purpose. Sure, in your case it makes perfect sense that a waiver is acceptable due to some unusual factors. For D* it's a better business practice to lose a few customers than try to make exceptions and waivers. In this case pleasing one person could easily end being a headache in 3 other cases.

    This isn't about your in-laws. Policies exist in all walks of life that aren't optimal for all but catch most and protect those seeking protection. End of story.
     
  12. Apr 23, 2011 #72 of 145
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    I know you guys consider me the great defender of DIRECTV, but honestly .. there should be a way to do this. It's possible it's a legal issue related to Must Carry rules surrounding locals. If that is the case, then DIRECTV's hands are a bit tied. However, if that's not really relevant (and it might not be), then there shouldn't be a problem. Install an SL3 (with a notation on the account) and run with it. If mom and pop ever call in asking why they can't get Channel 23 (made that # up), then csr says "Sorry, you have an SL3 and Channel 23 comes in over a satellite you can't receive." We're not talking rocket science here.

    This particular issue is only going to affect a fraction of the DIRECTV customer base. Yeah, it's a reason to say "sorry, can't help you," but it's also something that should take very little overhead in the grand scheme of things. Not saying that anything is going to change, but to me, this doesn't seem like it should be that big of a deal.
     
  13. Apr 23, 2011 #73 of 145
    raoul5788

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    I agree with you Doug, it should be doable, but for whatever reason, it isn't. Whether it's a legal issue, or a cya issue doesn't matter. It doesn't seem like Directv is about to change their policy. We gave the op options on how to get around the policy. He doesn't seem to want to take our advice.
     
  14. Apr 23, 2011 #74 of 145
    J Blow

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    Ya, it's possible but thing I don't understand is people telling D* how to run their business. I'm sure they are aware of this and made the decision based on several factors. The problem isn't the situation you described but other circumstances. For whatever reason, they've decided it isn't feasible to make these notations and exceptions.
     
  15. Apr 23, 2011 #75 of 145
    geaux tigers

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    Doug,

    Thanks for your comment as I really appreciate it. You have helped many people on this forum and your opinion is greatly appreciated. I am an attorney and if it is a legal issue then I completely understand DirecTV's policy even if I disagree with the law that made the policy.

    However, if it is not a legal issue then the fix is an easy one as you pointed out and there should be a waiver granted in situations such as these. Once again, thanks for your comments and help through the years.
     
  16. Apr 23, 2011 #76 of 145
    geaux tigers

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    If you will read post 64 you will see that my in-laws have decided that they only want to have DirecTV installed if DirecTV officially approves the installation. I am perfectly willing to install an SL3 for them. However, that does not mean that I would stop urging DirecTV to not change its policy. If everyone only worried about their own rice bowl then very little would ever get changed for the betterment of others.
     
  17. Apr 23, 2011 #77 of 145
    raoul5788

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    If it's installed by an authorized dealer, then Directv will approve the install. Like I said quite a while ago, get one of them to do it and your in-laws will be good to go.
     
  18. Apr 23, 2011 #78 of 145
    geaux tigers

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    DirecTV will authorize the account because they will not know one is using a SL3 LNB. However, DirecTV will not approve the install.
     
  19. Apr 23, 2011 #79 of 145
    J Blow

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    Get cable. Please.
     
  20. Apr 23, 2011 #80 of 145
    sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    DirecTV won't know unless they're ever called out there.
     
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