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Seriously need to vent...re: installation cluster*

Discussion in 'DIRECTV General Discussion' started by Conundrum, Apr 18, 2013.

  1. Apr 18, 2013 #1 of 135
    Conundrum

    Conundrum New Member

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    Hawaii
    So I've been living in Japan for the last five years and just returned to Hawaii. I decided before I left Japan that I would splurge a little and get DTV with all of the channels. First thing I do is contact the home developments selling agent to be put in contact with the homeowners association that I will be subject to and find out about submitting the paperwork to get the dish approved before I fly back. She responded after getting some info that if the dish is <1m I don't need HOA approval. I go to DTVs website and click for more info and when I enter my Hawaii zipcode I get a popup telling me to call a number due to Hawaii's specific programing and equipment needs. So I call the number and the only question I ask them is "how big is the dish for Hawaii?". The rep on the phone supposedly looks it up or contacts someone or whatever and gives me the answer 18". Cool I think, no need to go through the HOA and I can just order the dish and service when I return.

    Fast forward to a couple of weeks later...ie...last week. I call the "For Hawaii customers" number again to setup my install date. I again ask the dish size for Hawaii and am again told 18". So I setup my appointment for 4/18...today.

    The tech arrives and asks where I want to put the dish and "you need the large dish, you know that, right?"...Wait what??!!

    So ended up having to turn him away because I have not routed any paperwork to my HOA. Now I have to route paperwork, which can't be approved for another 2 weeks almost...then get another appointment for install...which will probably take another week.

    I am not impressed with this operation and am seriously considering not even bothering with them.

    Is there a complaint email address? Or would I be better off sending a physical complaint to the address I saw listed in another thread?
     
  2. Apr 18, 2013 #2 of 135
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    :balloons: Welcome

    I know you had a bad experience, but what would a complain do? Most reps are not train on Hawaii especial circumstances. Swallow this one hole and lets hope you next visit yield better results.
     
  3. Apr 18, 2013 #3 of 135
    Conundrum

    Conundrum New Member

    36
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    Apr 18, 2013
    Hawaii
    Sorry, that doesn't fly.

    When your website specifically has a number for Hawaii residents to call I think it can reasonably be expected by most people that that number will reach someone who knows about Hawaii's requirements.
     
  4. Apr 18, 2013 #4 of 135
    Conundrum

    Conundrum New Member

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    Hawaii
    Here you are....




    [​IMG]
     
  5. Apr 18, 2013 #5 of 135
    kaminar

    kaminar Mentor

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  6. Apr 18, 2013 #6 of 135
    242424

    242424 AllStar

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    Pretty hard to argue with that, but they will here... lol
     
  7. Apr 18, 2013 #7 of 135
    Conundrum

    Conundrum New Member

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    Hawaii
    Oddly enough I thought calling the number specifically for this state and getting a specific answer was research.
     
  8. Apr 18, 2013 #8 of 135
    dpeters11

    dpeters11 Hall Of Fame

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    I'd generally be considered a fan boy, but agree with the OP here as well. He should have gotten the correct info.
     
  9. Apr 18, 2013 #9 of 135
    MikeW

    MikeW Hall Of Fame

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    Not sure why anyone would accuse you of not doing your research. Seems you have the correct phone number for Hawaii...that's research enough for me. Hope it all works out, and I agree, there is simply no excuse for the "Hawaii" number folks to not be 100% clued in on the special needs of the islands.
     
    1 person likes this.
  10. Apr 18, 2013 #10 of 135
    dpeters11

    dpeters11 Hall Of Fame

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    Though, wouldn't everyone in Hawaii need the large dish? It sounds like some only need the small. Is it a ka/ku difference?
     
  11. Apr 18, 2013 #11 of 135
    texasbrit

    texasbrit DIRECTV A-Team

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    Everyone needs the larger dish.
     
  12. Apr 19, 2013 #12 of 135
    Conundrum

    Conundrum New Member

    36
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    Apr 18, 2013
    Hawaii
    And apparently you need the smaller dish too if you want international programming (I don't).


    The cutting the cord thread is seriously tempting me to go that route...since I've effectively been there for the last 5 years anyway. I had to get all of my American shows through methods we won't talk about in polite company. It's easy back in the states with no region locks and multiple streaming services; Amazon, Netflix, Hulu.
     
  13. Apr 19, 2013 #13 of 135
    fleckrj

    fleckrj Icon

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    The same regulation that allows dishes no larger than 1 meter in the lower 48 also says that there is no size restriction in Alaska or Hawaii. Regardless of the size, you still should not need HOA approval in Hawaii.
     
  14. Apr 19, 2013 #14 of 135
    trh

    trh This Space for Sale

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    That is not what the OTARD says. From the OTARD:
     
  15. Apr 19, 2013 #15 of 135
    fleckrj

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    My bad. I thought the exemption for Alaska also applied to Hawaii.
     
  16. Apr 19, 2013 #16 of 135
    Conundrum

    Conundrum New Member

    36
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    Hawaii
    For what it's worth here is the reply to my complaint submitted through the website. I notice no offers of "free stuff".

    EDIT: Maybe you all will have some luck with that directv.com/hawaii he mentions, it just routes me back to the main sales page.

    ------------------------------------------------------------------

    Response Via Email(Michael XXXXXXXXX) - 04/19/2013 07:22 AM Dear Mr. XXXXXX,

    Thank you for writing.

    I apologized for the unfortunate experience you had with one of our Customer Service Representatives when you initially ordered your service. We certainly do not take this lightly. All members of our staff are required to conduct business with utmost courtesy, professionalism and provide accurate information at all times. Please be assured that I have forwarded your complaint to our management, to follow-up with the representative for coaching and investigation.

    While we cannot change the events that have transpired, be assured that we will do everything we can to move forward with you, and give you the best in class customer service that all of our customers deserve.

    To receive DIRECTV programming, customers in Hawaii will need to use a special 1.2 meter dish and HD equipment (H/HR2x model numbers or above) receivers. You can easily visit our web site at directv.com/Hawaii for more details.

    Once you are ready to get your equipment installed, please call us immediately at 1-800-531-5000 from 8:00 AM to 1:00 AM ET. Be assured that our specialists are experts in finding ways to resolve any concerns you may have regarding your account.

    We thank you for your understanding.

    Sincerely,

    Michael XXXXXXXXX
    DIRECTV Customer Service
     
  17. Apr 19, 2013 #17 of 135
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    I see where this was going....
     
  18. Apr 19, 2013 #18 of 135
    Conundrum

    Conundrum New Member

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    Hawaii
    Well please share with the rest of the class. I'm betting I know which part of that quoted sentence you homed in on and the conclusion you have lept too.
     
  19. Apr 19, 2013 #19 of 135
    goinsleeper

    goinsleeper Godfather

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    Do you want something free for the incorrect information given? They give all premium movie channels free for the first three months. You will probably get your equipment for free as well. And, of course, a bunch of discounts for the first year so you dont have to splurge quite as much.
     
  20. Apr 19, 2013 #20 of 135
    Conundrum

    Conundrum New Member

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    Apr 18, 2013
    Hawaii
    It wasn't just because of the incorrect information given. It was given by two different people and since it was incorrect it caused me to waste my time...it caused the install tech to waste his time and it delayed my install by some undetermined amount of time (at least two weeks). Honestly I think I've about talked myself into just forgoing any pay TV service for the time being. Basically this pissed me off enough and gave me enough time to think about it and along with reading the opinions in the Cutting the Cord thread changed my mind. There really is too much stuff I would be paying for and not using. Especially when you consider the number of new TV shows that I watch at any one time could be counted on one hand.

    I'm not fishing for free stuff. I just wanted to see if their CS would offer me anything free or reduced to try to keep me interested. I told them in my email that I was rethinking going with DTV and may go with another provider.
     

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