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Recourse for Missed Install Appt?

5K views 33 replies 13 participants last post by  joe diamond 
#1 ·
Hello. I am a longtime DTV subscriber. A week ago i placed an order for the new Whole Home DVR Service. I was given an 8am to noon slot for the installation today. On Friday, DTV called to confirm the appointment. This morning I received an automated call from the DTV subcontractor confirming the AM install appointment and they told me to call if i wanted to know, more definitively, when in the 8-12 window they would show up. I called and they said the installer would have to call me back.

The installer called and said the install would have to be slipped to 1 or 2pm. I reluctantly said OK. At 2:30, the installer calls and tells me that they don't have the parts/receivers they need to do the install, so they have to reschedule. I spoke to the supervisor and got the same story.

I live in the DC Metro area and the installer is AEG Communications.

Of course, i am livid as i took off the entire day from work. I called DTV and they offered me $15 off my bill for 6 months, which is not even close to what i lost in revenue at my office.

What experience have others had in having DTV "compensate" either in reduced montly fees or otherwise for missing appointments. I don't expect them to pay me cash, but given that i have the highest level of service and that I've had that service for a long time, i think 6 months free service would be reasonable.

What have others received for missed install appointments.
 
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#27 ·
amorse2183 said:
it wouldn't be a bad idea. But again, I have to ask how any of that is the OP's problem as a customer? He still paid for service, scheduled an appointment to have the service installed, waited all day for the installer to show up, and still has NO service, and can't get the service until he reschedules for another day. I'm sorry you have to drive and work in stressful conditions, but in the end the only thing that is important is that the guy still doesn't have the service he paid for.
The OP got service that day. http://www.dbstalk.com/showthread.php?p=2472114#post2472114
 
#29 ·
chris83 said:
A couple years ago I had TWO back to back missed appointments. DirecTV gave $10.00 off my bill for 6 months. When I didn't see the credits I called to inquire; I got a CSR on the phone who called me a liar. She said she had no record of anyone ever authorizing that, even though I had the name of the person I had spoken with. She then told me I was being greedy even asking about the credits. :bang

I would take their offer, but make sure you get the name and employee number of the CSR who you speak with.
Just to put it in perspective, as an installer here is one of many:

Receive request to contact a cx for prompt installation at 7:00PM after dark.
"How can I help you, sir"
"You can get your ass out here and connect my father to the damn satellites so he can get his news."
" I don't have your work order...who are you...let me pull over so I can write...(.dead line)."

The next day I got a call about refusing to do an installation.

Two days later I got a work order to the same name, made several calls to attempt an appointment....back in the fulfillment days. Finally got another call from the same son...."where the **** you been?...If my father had been some rich white guy you would have had your ass over there to connect him yesterday!...right?...are you still there?"

To eliminate the middle of the story...

I went to the father's address and installed the equipment. Directv would not activate the equipment because there was an outstanding balance on a previous account. I cut my long cable runs off the building exterior, grabbed the multiswitch and dish and left.

I missed a day of work on other jobs. The HSP wanted me to go back and get the receivers for FREE.....even though they had been shipped to the cx.

So jobs for three days were late...but I called all of them and moved on.
And at least one of those jobs started with, "where you been, man?...we been waiting here all morning."

Joe
.
 
#30 ·
OK, I'll admit I was mad when I started this thread -- mostly at the lack of communication and the apparent lack of coordination between DTV, the installer in the field and his boss. And my "6 mos. free service" was my knee jerk reaction to being upset. I'm sorry I got so many of you riled up.

Bottom line is that the owner of the install company told me that he would rent a truck to go to the distributor and pick up the equipment he needed. He and the installer then met at my house at 6pm to do the install. DTV was extremely gracious as well.

The install went well, about two hours. And after I corrected some erroneous settings in 'Satellite Setup' all is well.

Again I'm sorry for starting this thread up.
 
#31 ·
jacobp said:
OK, I'll admit I was mad when I started this thread -- mostly at the lack of communication and the apparent lack of coordination between DTV, the installer in the field and his boss. And my "6 mos. free service" was my knee jerk reaction to being upset. I'm sorry I got so many of you riled up.

Bottom line is that the owner of the install company told me that he would rent a truck to go to the distributor and pick up the equipment he needed. He and the installer then met at my house at 6pm to do the install. DTV was extremely gracious as well.

The install went well, about two hours. And after I corrected some erroneous settings in 'Satellite Setup' all is well.

Again I'm sorry for starting this thread up.
There's no need to be sorry, everyone has a bad day and should be allowed to vent somewhere. It's good that you've gotten things setup, have calmed down and are now putting things in their proper perspectives.

:)
 
#32 ·
RobertE said:
There's no need to be sorry, everyone has a bad day and should be allowed to vent somewhere. It's good that you've gotten things setup, have calmed down and are now putting things in their proper perspectives.

:)
+1

Exactly!

The sales wonks and CSRs that build these expectations should strap on a van (white but not too cute) and go hang a few dishes.

Joe
 
#33 ·
joe diamond said:
+1

Exactly!

The sales wonks and CSRs that build these expectations should strap on a van (white but not too cute) and go hang a few dishes.

Joe
Sales wonks! :lol: I love it!
"So, you like our big warehouse and all of our shiny new vans? Then you should see our loudmouth sales wonk!"
 
#34 ·
ndole_mbnd said:
Sales wonks! :lol: I love it!
"So, you like our big warehouse and all of our shiny new vans? Then you should see our loudmouth sales wonk!"
Been there and bought the tee shirt!

I did note the permanently and professionally lettered sign on each van with the 800 number; "Technicians Wanted." Somebody knew there would be a constant turn over and new dudes would be needed.

The problem with turn over is,,,everyone has a first day on the job. When you have constant newbies you get constant newbie errors. Fire and the wheel get invented over and over.

Finally, this thread is about customer recourse....they do not pay for anything and have no recourse. As long as the installation is FREE it is valueless to them.

Joe
 
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