I called DTV today and let them know that I was not happy with the missed appointment last week. I asked the CSR why I wasn't informed by the rep I first scheduled the appointment with or the tech who installed the MRV service, that it is not compatible with SD receivers . The first CSR I spoke with did not even know that an SD receiver can't be used with MRV. Not to mention that he didn't seem to be able to or want to help me with the missed appointment, or getting me connected to the internet for VOD.
He transfered me to a lady who works in the equipment/ordering department and she offered me an HD receiver to replace the SD, but she wanted me to pay 99$ plus equipment exchange fee and installation fees too. She didn't address the missed appointment or lack of information about MRV SD compatibility issues. I didn't find that acceptable and was then transfered to customer retention.
Ashley in retention, immediately apologized for my recent experiences and put me on hold for only about 5 minutes.(on call/hold for 50 min already) When she came back she offered to give me the HD receiver for free, no charges at all. Also I told her I wanted to have my receivers connected to the Internet and she offered that for free too.
Well, almost free she said i'd have to pay 50$ via credit card today and everything else would be covered.
I accepted albeit a little unwillingly, am I wrong to feel that it should have been completely free? And the soonest she could schedule me for a tech appointment is August 13th!!! Seems like I should not have to wait that long. I joked with her that there must only be one tech in Saint Paul and she asked me if Saint Paul is a big city. She said, If I was unhappy with the wait time for the tech visit that I should email her management group. Anybody with any experience here? thanks sorry about the length of my post...
Edited by devaska1, 27 July 2010 - 03:17 PM.