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Not happy at all

Discussion in 'DIRECTV General Discussion' started by one.person, Aug 4, 2010.

  1. Aug 4, 2010 #1 of 74
    one.person

    one.person Cool Member

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    Jul 21, 2010
    Well, here I am in the middle of my appointment time of 8-12 and I just got my first call from Directv saying that due to a national shortage of equipment they need to reschedule my installation for next week. I am waiting for a call back from a supervisor.

    I have to say that I am seriously ticked off. I had to take off work to be home for this, and cannot very well do it again next week. I was taking advantage of a joint deal between Costco and Directv that if I buy a TV from Costco and sign up for Directv I would get a total of $250 in Costco cards. But only if I activate service within 30 days. Well, I ordered on 7/11 and still have not had service installed and activated.

    I mean did they just figure out in the middle of my appointment window that they were not going to have equipment for me!?

    I am strongly considering canceling this whole deal and returning the TV to Costco while I still can.

    Sorry to rant here, but this sucks
     
  2. Aug 4, 2010 #2 of 74
    raoul5788

    raoul5788 Guest

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    It's understandable that you would be upset. One thing that may help is that a missed appointment will often get you a credit up to $100. Call Directv and see what they will do for you. Also, mention the time lag and your concerns regarding it.
     
  3. Aug 4, 2010 #3 of 74
    JLucPicard

    JLucPicard Hall Of Fame

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    He can call, but I don't think they consider what was stated above as a "missed appointment" since they called and explained why it would not happen.

    one.person, can you talk to someone at Costco and see if/how DirecTV's pushing out your install date will affect your deal.

    The worst part is the finding time to take off work - sorry, can't help you with that one. Is a weekend install a possibility?

    Oh, and welcome to DBSTalk! :welcome_s
     
  4. Aug 4, 2010 #4 of 74
    MadMac

    MadMac Legend

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    It's a bad show all round - it's one thing for them to cancel the day before, another thing to do so in the middle of the 'window'. I'd certainly talk to Costco - their member service is usually pretty helpful, they may be able to do something for you.
     
  5. Aug 4, 2010 #5 of 74
    one.person

    one.person Cool Member

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    Jul 21, 2010
    This is the main thing for me. Had they called me yesterday, I could have worked today and taken a day off next week. I would have been disappointed, but it would have been workable. Now they have caused me to lose an entire day's worth of wages, which is not a measly sum. Having taken today off, I simply cannot do it next week. My wife has tomorrow off, but that's it. Unless they can get it done this weekend, and compensate me somehow for the lost time at work, this thing is probably going to fall apart.

    Fortunately Costco will let me return the TV. After looking further at the rebate form that I picked up there, it is actually a Directv rebate, not a Costco one. So really all Costco can do is take the TV back. I am glad I at least have that option. I am also glad that I am satisfied with my cable/Tivo combination that I currently have. The rebate deal seemed like a decent excuse to go ahead and get the second TV I had been thinking about for a while, and DVR service between the two was just icing on the cake.

    2 hours and counting and still no supervisor call.....
     
  6. Aug 4, 2010 #6 of 74
    bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    If you decide to keep the install try for a weekend install. When I got my dish upgrade I scheduled a Saturday install. Some places even do Sunday installs. Especially this time of year which is by far the busiest due to NFL Sunday Ticket. Some areas might already be booked up the whole month.

    And try to be the first install of the day, that way you're first and you won't have to wait around while they are "behind" at someone else's place.
     
  7. Aug 4, 2010 #7 of 74
    raoul5788

    raoul5788 Guest

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    Maybe, but it sure qualifies as missed in my book. I would call and see what they will do for you, one.person.
     
  8. Aug 4, 2010 #8 of 74
    one.person

    one.person Cool Member

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    Jul 21, 2010
    Still no call from a supervisor. I just left a message at the number they called me from earlier, which apparently is their local installation center.

    This is positively atrocious customer service. I cannot believe this is how potential customers are treated.
     
  9. Aug 4, 2010 #9 of 74
    mystic7

    mystic7 Icon

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    Wait'll you become a "long time customer". Then the service gets REALLY good ;)
     
  10. Manctech

    Manctech Icon

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    Jul 5, 2010
    I understand your frustrations but just make sure you focus your anger in the right direction.

    The installers/company that are doing your install have NO control over how much equipment we get delivered. We even ration what we do get on a work order only basis. This means every tech has to come in every day to get HD's and HD-DVR's. Most days there is NONE, ZILCH, ZERO to be issued. We are losing money.

    D* needs to stop scheduling more work then they have the equipment for.

    Our last shipment of HD-DVR's contained approximately 350 HD-DVR's for 100 techs and multiple subpartners.
     
  11. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    one.person, you should seriously consider not going with DirecTV.

    While I won't try to defend them - they should have called yesterday or before to cancel - if you are this totally bent out of shape by them calling saying they can't show up, think of how you'd feel if you got this service and had still had a two year commitment to the company to complete.

    Cut your loses while you can. Or as I often say, you should be entertained by your entertainment.

    I'm serious about this. After today, why would you put yourself through all of this turmoil to go with DirecTV?
     
  12. one.person

    one.person Cool Member

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    Jul 21, 2010
    I have no way of knowing where to "focus my anger." No matter who dropped the ball, the fact is no one bothered to call until well into the installation appointment window to inform me there was no equipment to install. That is unacceptable. This shows a complete disregard and lack of respect for the value of their customer's time.

    How could they not anticipate this situation even 1 day ahead of time and call me?!
     
  13. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Allen, TX
    The tech might not of known he didn't have whatever he needed until you were next. My Dad was a pool tech & some days he would get his days schedule & go to the warehouse for a part, but they're out. Got to reschedule...you must realize you're not the only customer.
     
  14. one.person

    one.person Cool Member

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    Jul 21, 2010
    Let's be clear, I am not putting myself through anything. All I did was order a service, waited several weeks for it, and then arranged my schedule to accommodate the installation time.

    It is still possible for them to make this right. If a supervisor were to call me up, take responsibility, guarantee installation within the 30 day timeframe the rebate requires, and offer some concession for my trouble (such as a service credit as mentioned above), I would certainly proceed with the service I ordered. I am a reasonable person and understand that mistakes get made, but so far, no one at Directv has bothered to offer any explanation whatever.
     
  15. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Calm down before you act. First learn from your mistake. Never use a second party to aquire a service. As for the tv if you are sastified with it then keep it. Save yourself the hassle of returning it. As for your appointment being canceled the last minute well that's plain wrong. I think the blame for that lies with the installer and not DirecTV. Keep them informed of your situation. Request a weekend install for your next appointment. DirecTV will make this right for you. They really have the best satellite service available. Don't wait for the supervisor to call you. "He who hesitates looses"
     
  16. dreadlk

    dreadlk Hall Of Fame

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    Logical as usual Mr. Spock :D:D
    I agree, if it sucks at the start just imagine how bad it might get when the deal is sealed. I have had mostly good dealings with Directv but from the posts I see, your milage may Vary.
     
  17. Manctech

    Manctech Icon

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    Jul 5, 2010
    Because we get 500 work orders a day. Recently with the extreme shortages, some days 50% + of new installs get rescheduled. There is no way to anticipate ahead of time which jobs will go in.

    A tech might have 3 HD DVR's and 5 installs. He will use what he has but someone is getting shorted.

    Personally I will make that call early in the morning and call you around 7:30. But this is a double edged sword. Then customers are pissed you woke them up just to tell them the bad news.
     
  18. one.person

    one.person Cool Member

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    Jul 21, 2010
    I made no mistakes. I went here first, clicked the link for residential customers which took me to here which is on Directv's website. I ordered the service directly, not through Costco. Costco merely sold me a TV.

    I am waiting to give them the opportunity to make it right.

    Read the thread, I have called them back, they are not returning my calls.
     
  19. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    Of course you didn't cause this problem, but the aftermath is all you. Emotionally, you're all wound up over this. Read your own posts. Hell, just read your title:

    :mad: Not happy at all

    I'm not saying you should be happy. But give me one good reason to subscribe with a company that makes you so unhappy even before you have given them one cent?

    Do yourself a favor. Back away while you can. I would.
     
  20. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    May 17, 2010
    USA
    Are you at least sastified with the TV?
     

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