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Guest Message by DevFuse

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Suggestions on MRV internet problem


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4 replies to this topic

#1 OFFLINE   kyledr04

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Posted 20 May 2010 - 06:47 AM

Installers came on Sunday for new MRV install. The installed all new equipment using HR24s so we eventually able to get MRV working but they did not have DECA units or DECA power supplies in stock so no internet.

They left and gave me their number and they'd call Monday to let me know about the DECA adapters and when they could get me one. Well they never called Monday or Tuesday so I called them Tuesday, no answer. Wednesday I called and left another message and they installer called me back but I wasn't able to take the call and left a message saying he was waiting on a call from his boss and would call at 5pm. Now it's Thursday and still haven't heard back.

Will calling Directv customer service do any good? I understand they didn't have the part but they've made no effort to find a solution or at least say they've ordered the parts and they'll be here on this date. Anything other than not calling. They were clueless about MRV when they installed and still can't get their act together. Very poor customer service at this point.

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#2 OFFLINE   tfederov

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Posted 20 May 2010 - 06:52 AM

I'd call them. You paid for an upgrade and they haven't completed it.
- Tony

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#3 OFFLINE   dennisj00

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Posted 20 May 2010 - 06:55 AM

I'm not sure why you're hesitating to call. They've charged your credit card and four days should be sufficient to resolve the problem.

Spending to stimulate the economy as fast as the credit cards will allow!

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#4 OFFLINE   hobie346

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Posted 20 May 2010 - 06:59 AM

Where the installers DirecTV employees or sub contractors? I had DirecTV installers at my home last Friday and I was their first MRV install. They had limited knowledge of MRV and all the components needed for it to work - they too didn't have the Internet connection part due DirecTV not putting it on the work order. After several phone calls the installer was able to finish the work including the Internet adapter.

As for calling DirecTV customer service, that's up to you and your piece of mind. I would call if the installation was not completed as ordered after two days but you never know, they may not have the parts to finish the install or they may just forget that the install is not finished leaving you holding the stick.

I received a phone call from DirecTV (robo call) asking about my experience with the install. I also received an e-mail survey about the install. I answered both in the positive.

#5 OFFLINE   Mike Bertelson

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Posted 20 May 2010 - 07:00 AM

Definitely call DirecTV Customer Service.

The installers are probably over loaded right now, but that's not an excuse to ignore a customer.

Mike

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Since it costs 2.4¢ to produce a penny, my 2¢ worth is really 4.8¢ worth.  That 4.8¢ is my own and not the 4.8¢ of DIRECTV, Dish, or anyone else for that matter.





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