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DirecTV messed up my order and now I have to wait 2 more weeks


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35 replies to this topic

#1 OFFLINE   fieldsg22

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Posted 24 August 2012 - 03:03 PM

Question: What would you do if you found out the scheduled appointment you had for an installation got cancelled without your knowledge? I called on 8/18 to move my service to a new address. I was told my appointment would be for 8/25 between 8-noon, and got an email with a confirmation number. I called back last night to ask about running another line in my house (did I need to or did the tech do this). While on the phone I found out that my ordered was cancelled due to the information entered by the agent being wrong. So, DirecTV cancelled my order, and reentered. Upon reentering the order my time slot got taken, so, I did not have one scheduled. I was never called, emailed, or in anyway told my order was cancelled. So, I rescheduled because I was told ever :07 a customer signs up for DirecTV. My reschuduled appt is now for 9/9 - 2 weeks later. So, I called DirecTV back to get my original time I was promised with an email and confirmation #, but I am told that there is nothing they can do. I have to wait until 9/9. Well, I could take off work and get to my house before 4 for an install on 9/7, but seeing how this is not my fault I do not want to. I have spoken with 8 different ppl at the office, and they all say that it is DirecTV fault, but there is nothing they can do to get my install done. They can credit my account, but what good does that do when I have to wait another 2 weeks for TV? I called other providers, and they can have a tech out sooner than DirecTV. I had internet installed in 2 days after the call was made.

So, now my family has to not have TV for 2 weeks because DirecTV admits it is thier fault, but is unable to rectify the mistake. What kind of company is unable to correct a mistake like this? Seems to me that customer's are not valuable to DirecTV if they get a new customer every :07 seconds.

How would you handle this?

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#2 OFFLINE   Stewart Vernon

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Posted 24 August 2012 - 03:18 PM

Firstly... by moving the thread to the DirecTV forum...

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#3 OFFLINE   Shades228

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Posted 24 August 2012 - 03:28 PM

Question: What would you do if you found out the scheduled appointment you had for an installation got cancelled without your knowledge? I called on 8/18 to move my service to a new address. I was told my appointment would be for 8/25 between 8-noon, and got an email with a confirmation number. I called back last night to ask about running another line in my house (did I need to or did the tech do this). While on the phone I found out that my ordered was cancelled due to the information entered by the agent being wrong. So, DirecTV cancelled my order, and reentered. Upon reentering the order my time slot got taken, so, I did not have one scheduled. I was never called, emailed, or in anyway told my order was cancelled. So, I rescheduled because I was told ever :07 a customer signs up for DirecTV. My reschuduled appt is now for 9/9 - 2 weeks later. So, I called DirecTV back to get my original time I was promised with an email and confirmation #, but I am told that there is nothing they can do. I have to wait until 9/9. Well, I could take off work and get to my house before 4 for an install on 9/7, but seeing how this is not my fault I do not want to. I have spoken with 8 different ppl at the office, and they all say that it is DirecTV fault, but there is nothing they can do to get my install done. They can credit my account, but what good does that do when I have to wait another 2 weeks for TV? I called other providers, and they can have a tech out sooner than DirecTV. I had internet installed in 2 days after the call was made.

So, now my family has to not have TV for 2 weeks because DirecTV admits it is thier fault, but is unable to rectify the mistake. What kind of company is unable to correct a mistake like this? Seems to me that customer's are not valuable to DirecTV if they get a new customer every :07 seconds.

How would you handle this?



You basically have 5 options:

Take some credit accept the date and wait two weeks
Don't take credit wait 2 weeks
Find a local installer ,who you'll have to pay out of pocket, to do it sooner
DIY
Sign up with someone else and cancel your service

It sucks but they can't bump someone else just to get you scheduled. You could look online to see if other dates open up. This is the busiest time of the year for moves and new installs which take a lot more time than just an upgrade.
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#4 OFFLINE   r028806

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Posted 24 August 2012 - 03:37 PM

Log in to your account at DIRECTV.com and select change appointment. The calender opens and if an earlier date appears you may take it. Openings may appear and you may proactively take and earlier date if it comes up.

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#5 OFFLINE   fieldsg22

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Posted 24 August 2012 - 03:43 PM

The entire thing is that DirecTV messed up my order, and I am having to wait. There is no earlier appointment other than 9/9. The credit to the account is great, however, it does not ease the pain of no TV due to the mess up on DirecTV part. Just seems that since they admit it was a mistake on them they would have better ways to resolve this. So, now I have no TV for 2 more weeks....missing more shows, games, etc.

Finding a local installer to do it means I pay, and I should not have to since I did not mess up my order. I know this is an option, but not one I should be punished for.

#6 OFFLINE   ghostdriver

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Posted 24 August 2012 - 03:43 PM

You basically have 5 options:

Take some credit accept the date and wait two weeks
Don't take credit wait 2 weeks
Find a local installer ,who you'll have to pay out of pocket, to do it sooner
DIY
Sign up with someone else and cancel your service

It sucks but they can't bump someone else just to get you scheduled. You could look online to see if other dates open up. This is the busiest time of the year for moves and new installs which take a lot more time than just an upgrade.


Apparently they CAN bump someone else to get them scheduled because that looks like what happened.

I am soooo glad that I didn't sign with DirecTV. After reading through this person's adventure (nightmare), I think I will warn others in my neighborhood about them as well.

#7 OFFLINE   242424

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Posted 24 August 2012 - 03:46 PM

Wait until you take that day off and they don't show.

#8 OFFLINE   fieldsg22

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Posted 24 August 2012 - 03:51 PM

Basically I would have...I would have been sitting at my house during this time waiting when I could have been doing other things. However, yes taking the workday off would have set me off even more

:mad:

#9 OFFLINE   fieldsg22

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Posted 24 August 2012 - 03:55 PM

oh wow...now my Facebook post got removed on their page since it was negative

#10 OFFLINE   fieldsg22

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Posted 24 August 2012 - 03:57 PM

Just doing this so I can post the link and have 5 posts

#11 OFFLINE   fieldsg22

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Posted 24 August 2012 - 03:59 PM

Facebook Link

http://www.facebook....151173976186278

Edited by fieldsg22, 24 August 2012 - 04:01 PM.
URL correction


#12 OFFLINE   Old_School

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Posted 24 August 2012 - 04:32 PM

Try sending an email to ellen.filipiak@directv.com


I had a friend with a issue like yours, contacted them at 3:00PM on a Friday and later that evening about 830PM he got a phone call. They had a tech out the next day...


Not saying that's what would happen for you but, they have a way to pull strings...

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#13 OFFLINE   tampa8

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Posted 24 August 2012 - 04:44 PM

And you're still going to reward them by paying them money every month....

#14 OFFLINE   Laxguy

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Posted 24 August 2012 - 05:00 PM

While on the phone I found out that my ordered was cancelled due to the information entered by the agent being wrong.


What information was entered that was wrong?
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#15 OFFLINE   studechip

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Posted 24 August 2012 - 06:48 PM

Facebook Link

http://www.facebook....151173976186278


Neither link works for me.

Never mind, now it does.

#16 OFFLINE   maartena

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Posted 24 August 2012 - 07:52 PM

I called other providers, and they can have a tech out sooner than DirecTV. I had internet installed in 2 days after the call was made.

How would you handle this?


Simple. You accept the fact that DirecTV is just a bunch of humans, just like any other company, and they make mistakes. You can scream at them if that makes you feel better, but would it be fair to some OTHER customer to yank their appointment just to give you one? It is the way it is.

Then, you decide the following:

1) I really want DirecTV so I will wait 2 weeks.
2) Screw em, I need my TV, Cable in 2 days.

If you can't decide, flip a coin. :D
[Disclaimer] The definition of "soon" is based solely on DirecTV's interpretation of the word, and all similarities with dictionary definitions of the word "soon" are purely coincidental and should not be interpreted as a time frame that will come to pass within a reasonable amount of time.

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#17 OFFLINE   maartena

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Posted 24 August 2012 - 07:53 PM

Finding a local installer to do it means I pay, and I should not have to since I did not mess up my order. I know this is an option, but not one I should be punished for.


If the installers are all booked, do you feel it is fair that someone else gets their appointment taken away from them so you could get THAT appointment?

Next forum topic might be that person..... :P

Look, all I am saying is this: It happened. Mistakes happen. Life is too important, and TV much too UNimportant to really worry about such things. DirecTV is a quality product, and you could decide to bridge the gap with some DVD's or Netflix. Or an OTA antenna. And if you decide that getting television in the house is a matter of life and death, call the cable company and schedule the install. Don't forget to officially cancel the appointment with DirecTV though so some other person in your boat can have that slot.
[Disclaimer] The definition of "soon" is based solely on DirecTV's interpretation of the word, and all similarities with dictionary definitions of the word "soon" are purely coincidental and should not be interpreted as a time frame that will come to pass within a reasonable amount of time.

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#18 OFFLINE   trh

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Posted 24 August 2012 - 08:30 PM

Try sending an email to ellen.filipiak@directv.com
I had a friend with a issue like yours, contacted them at 3:00PM on a Friday and later that evening about 830PM he got a phone call. They had a tech out the next day...

Not saying that's what would happen for you but, they have a way to pull strings...


+1. Tell them what happened and as a result of the error, you won't be able to get an install for two weeks. Ask them to assist you with getting an earlier installation. Other people have reported getting answers from that office on the weekends. Alternatively, you can go to this page and provide the same information: http://www.directv.c...60016#h:557.926

Edited by trh, 24 August 2012 - 08:58 PM.
URL edit


#19 OFFLINE   spartanstew

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Posted 24 August 2012 - 08:51 PM



Apparently they CAN bump someone else to get them scheduled because that looks like what happened.


That doesn't look like what happened at all. His install was cancelled, so there was no appointment to bump.

I'm sure Directv can't wait to get their hands on your unit.

 
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#20 OFFLINE   n3vino

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Posted 25 August 2012 - 06:41 AM

Isn't that something? We can't do without our tv, and that includes me. What did we do before TV? I remember my parents would visit friends or have friends come over. When I was a teenager, we spent a lot of time outside hanging out with friends. Today, I'm lost without my tv. We have multiple tv's and DVR's. I even have Netflix to fill in the times when there is not anything, on any of the bunch of channels I pay for with D*, or recorded, that I care to watch.

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