1st CSR - I called DTV about 3 weeks ago to take off HBO and do some other account maintenance. The CSR told me that I was eligible for a FREE Genie upgrade, I've been a customer for about 11 years now. I said sure, I'd take it... I've wanted the Genie for a while now. She does some bumbling around and after waiting for about 10 minutes, she says that she doesn't see the promotion in my account anymore. I get irritated and ask to talk to her supervisor. She starts typing and I guess the sup's don't get on the phone anymore, they just "chat" with the CSRs through IM or whatever, because she was just telling me what her sup was saying. I just hang up on her. Enough BS.
2nd CSR - I call back and get someone else who looks into my account, and says the previous CSR was actually looking at the free Genie MINI, not the main Genie box. The Genie would be $300 to upgrade. I say that's ridiculous, I've been a customer for over a decade now and I'm still using the old 2-tuner DVR. After trying to haggle with this moron, she says there's NOTHING they can do for a 10+ year customer... even though I NEVER ask for any free deals or anything. She says "maybe call back and see if there's a promotional deal in the future"... so I hang up.
3rd CSR - I call back again the next weekend for a completely different question, and the CSR tells me "You might be eligible for a Genie upgrade"... same old B.S. again... I tell her my story and she says YES it's the FULL GENIE but I'd have to call a number for the Connected Communities line, since I'm in a condo complex.
4th CSR - I call the CC line 800-268-xxxx (can't remember) and THIS IDIOT SAYS THERE IS NO FREE GENIE and I'd have to pay full price. Jesus f'ing Christ... enough of this Bull!! After getting pissed and starting to cuss, I request a supervisor. I wait about 6-10 minutes and finally get a supervisor. After telling them my story and all this back-and-forth LIES of theirs, they offer me the Genie at $99 with free installation. I give in and say fine, set up the appointment. So we set the app't for TODAY, between 12-4.
This week - I've been getting the usual app't confirmation emails and phone calls, up until an hour before my app't.
Today - 5th CSR - I'm playing league football today with games at 10 and 11... so I have to leave my 2nd game early just to get home. I rush home, shower... and sit here. I wait until about 2 PM, no call, no nothing. I call DTV and they give me the number for the installation services. I call that number, she says they'll contact the installers and give me a call back in 15-20 minutes. 40 minutes later, NO CALL. I call them back around 3 PM. The CSR says that I have 'NO APPOINTMENT IN THE QUEUE'. Are you f'ng kidding me?!???
I ask her how the HELL an appointment just gets "LOST" and she says she doesn't know. But there's NOTHING she can do, supposedly. I start yelling and telling her I've been sitting here for 3+ hours waiting for them now to find out my app't was just canceled/lost in the shuffle. Again, "there's nothing I can do but request a new app't". I tell her to get me to a supervisor IMMEDIATELY or I'm canceling. I wait for a few, then the supervisor gets on. He was BY FAR the worst person I've talked to in this whole thing. He says there's NOTHING they can do... I said I've been sitting here for now 3-and-a-half hours, and demand a FREE Genie after all, and refund my $99. I tell him that I've been sitting here all day waiting, when I had errands I needed to do... and I ask him if my TIME is worth NOTHING to them. He says all this B.S. about how they can't refund anything. He says MAYBE they can get a tech out here today, if not... then it's NEXT friday. I tell him that's unacceptable, I had already cleared off my recordings off this DVR and it was THEIR fault they "lost" my appointment. He says they'll contact the installers and call me back.
6th CSR - I wait again for about 30 minutes... it's getting close to 4:30 now. I get a call back and they said they have NO installations for today or tomorrow, and I'll have to wait ANOTHER week. We go back and forth again on what's going on, and if I can get my DAMN MONEY BACK and cancel my service, and she says I need to contact customer service. I thought I WAS talking to customer service?!??
In closing, this company spews out LIES because one hand doesn't know what the other is doing. Multiple CSRs don't know WHAT the hell they're doing, and everything just says "there's nothing I can do about this"... F*CK THIS COMPANY, I'm going to Fios.