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4 weeks to wait for a technician to come out?!? What the heck is DirecTV doing?!?

Discussion in 'DIRECTV General Discussion' started by Lord Vader, Jan 18, 2009.

  1. Jan 19, 2009 #61 of 158
    xIsamuTM

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    you don't think it annoys the people on the other end of the phone to have to say "sorry, but I can't get someone out there until 2/xx," and then listen to the ranting and raving on the other end? it's not like we _want to make someone wait that long. And i know at least a small part of this is people with snow on the dish, saying "no, there's nothing on it, it's clean." and then in two or three days, wadda ya know, it magicaly fixes itself.
    I mean, i had to wait almost a month on a service call just to find out the tech who set me up did in fact get the best LOS for my house and i was flat-out not going to get 110/119.
     
  2. Jan 19, 2009 #62 of 158
    spartanstew

    spartanstew Dry as a bone

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    I would probably do the same, but I guess it would depend on the severity of the problem (which hasn't been mentioned, I don't think). Does this person really have NO TV? Or are they just getting error messages occasionally? Or what?
    If I had NO service from D*, I'd get FIOS for 30 days. I certainly wouldn't bail on the service I've had for 10 years because of a 1 month backlog in service, but I know some people would.
     
  3. Jan 19, 2009 #63 of 158
    hasan

    hasan Well-Known Member

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    About a year ago, when I added a second dish and dvr system to the far end of the house, my appointment was scheduled for 6 weeks. No matter what I said/did (I was very nice), they stuck to their guns.

    I was amazed at the long time line, but they did show up and the appointment was successful (with a little troubleshooting and shall we say "firm guidance" on my part.)

    Recently, new customers in our area had to wait about 4 weeks to get the initial install.
     
  4. Jan 19, 2009 #64 of 158
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    :confused: "mid to upper 20s" is "above freezing?"
     
  5. Jan 19, 2009 #65 of 158
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    If I had to wait 4 weeks, I would not be happy. However, in this situation if it were me, I'd see if I could diagnose and fix the problem myself.
     
  6. Jan 19, 2009 #66 of 158
    xIsamuTM

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    got nothing else to do for 4 weeks, might as well give it a shot...
     
  7. Jan 19, 2009 #67 of 158
    smellyhash

    smellyhash Cool Member

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    Boy o boy there is a lot of D* love on here. To hear 4 week wait is something D* should be ashamed absolutely and unequivocally. All i hear is fix it yourself or call a local company. I say BS this person should not have to fix D* problem (good job making D* not responsible hell if we all did our own service calls D* could do away with service tech and just have installers only) . If we believe the OP this subscriber has given D* over 21 thousand dollars in his 10 years i do believe D* should have stepped up to the plate on this one. While i agree 5 boxes dont fail @ once and is probable that the LNB is bad the customer should not be forced to fix on his/her own self.:hurah:. I understand people in here saying just fix it yourself but should we have to cover D* ass because they underpay and under train there install employees(which in turn do a slower, sloppier job):mad:.
     
  8. Jan 19, 2009 #68 of 158
    ehilbert1

    ehilbert1 Godfather

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    I agree with you man. One thing I learned about this forum being a lurker for years and then finally posting...... Is the fact that their are some people here that will defend D* no matter what. They could have told your friend 10 weeks and it would be defended. They could start a new $20 a month "Because we can" charge on peoples bills and it would be defended. 4 weeks is pure crap. I love D* and hated Time Warner with a passion,but when I had a problem it was delt with super fast. I love to see people keep defending D* for every single thing. They make mistakes too guys and this is a big one. I'm sorry this happened to your friend and I hope some day he can return to D* and be happy.
     
  9. Jan 19, 2009 #69 of 158
    leww37334

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    Ah yes I remember the good old days when I did my first dish install myself, wait that was less than ten years ago......
     
  10. Jan 19, 2009 #70 of 158
    xIsamuTM

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    who's defending? we're just trying to offer things to do other then stare at a SFSS screen. It's the gross incompatance of others and lack of help at the customer service level that made me want to learn basic computer troubleshooting back in the day. it's also the reason I try not to be "that agent."
     
  11. Jan 19, 2009 #71 of 158
    tcusta00

    tcusta00 Active Member

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    I think you should reread the thread.... there's plenty on both sides here. The people suggesting "fix it yourself" are trying to help Vader's friend get up and running in light of the delays at DirecTV... I don't think Lord Vader was looking for a sob fest of "oh yeah, DirecTV sucks" when he posted the thread. Part of him was probably looking for a solution to the problem, but I could be wrong. What good would a thread filled with "Damn DirecTV" comments be? :scratchin
     
  12. Jan 19, 2009 #72 of 158
    Lord Vader

    Lord Vader Supreme Member DBSTalk Club

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    Please don't make me explain to you, Doug, that the temperature on a specific object under direct sunlight is often enough above freezing to cause melting even if the ambient air temperature is below 32*. This is why they tell you to never have an outdoor thermometer located in direct sunlight, because it gives false (warmer) readings.
     
  13. Jan 19, 2009 #73 of 158
    Lord Vader

    Lord Vader Supreme Member DBSTalk Club

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    I could understand a major disaster, too, but this was never weather related, which is why my buddy is/was so ticked off.

    He really has NO service. I spoke to him this morning and he told me this is what happened: while watching TV yesterday early afternoon, he started getting snow on his channels. He tuned to the 4 other TVs in his house on his account, and they, too, were experiencing the same problem. He checked the cables, connection, and multiswitch (which is located inside his house at the point of cable entry from the dish). Everything checked out OK.

    Shortly after the snow occurred, he got the "Searching for Sat. Signal..." message on all the TVs. He said he checked the dish to see if there was, in fact, snow on it; but he admitted that he didn't think that would be the issue because at the time, it was brightly sunny and hadn't snowed recently. (Besides, why would he have picture one minute under bright sun but the next lose everything?) He started rebooting all the receivers, switched boxes/cabling around, etc. Nada. That's when he contacted DirecTV's tech support.

    FWIW, my friend and I both agree that this is unusual for one's entire 5-receiver system to go down.

    Well, FIOS isn't available in Illinois. Our idiotic state legislators won't let them in.

    You are correct. I personally like DirecTV. Schit! I've got 11 (or is it 12? :D ) receivers on my account with them, with multiple IRDs in one room more than once. I'll give credit where credit is due, like when Hurricane Ike roared through east Texas in September. My brother lives in The Woodlands, which is about 25 miles NW of Houston. The eye of Ike passed right over his community. My brother lost power, cable Internet (Comcrap, btw), and gas. He had a generator, and the only thing that was working when he powered up his generator? DirecTV.
     
  14. Jan 19, 2009 #74 of 158
    Ken S

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    I don't think this has anything to do with Love or Hate of DirecTV. They have a business model. The model has budgets that include the number of people/dollars they're willing to dedicate to any given area for repairs. I'm sure they are fully aware that they will lose some customers over the levels they've chosen to go with...but at the end of the day it is the model they believe to be the most profitable.

    They do the same thing at their call centers. They know that if they put more people on the phones their customers wouldn't have to wait on hold, but that costs more money. They're willing to risk losing some customers over those hold times because in the end the money they save will outweigh the loss.

    Unlike the power company, gas company, local telephone and even cable...satellite TV generally does not come under regulatory authority. They don't have franchise agreements to satisfy....so they can set just about any level of service they wish.

    Perhaps if the customer had asked DirecTV to reimburse them with credits for bringing in an independent repair tech something could have been worked out...but maybe not. In that case this customer did what was best for them and got a different service.
     
  15. Jan 19, 2009 #75 of 158
    smellyhash

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    Trust me there is something wrong when we have to tell people to fix it on your dime (than call in and fight the bill out with a CSR:lol:). This would never happen with local cable. My internet was down and Charter had a tech there in less than 4 hours the same day. This is a result( the delays) of poorly trained and poorly payed installers throughout the D*"grid". BTW i love D* and would not think about changing service till something like this happened that is.
     
  16. Jan 19, 2009 #76 of 158
    BattleZone

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    Of course it isn't acceptable to wait 4 weeks. My point is: don't blame the installers. The blame goes to DirecTV and, even moreso, to the HSPs. And the only way you're likely to have any real impact is to write a paper letter to DirecTV, to the Office Of the President (Chase Carey).
     
  17. Jan 19, 2009 #77 of 158
    tcusta00

    tcusta00 Active Member

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    Exactly... let's get to the root of the thread here. There's no defending of DirecTV going on here at all. I don't think anyone said "oh, 4 weeks is just fine to wait and is perfectly acceptable." I think people who are being pigeonholed as "defending" DirecTV here have just offered up possible reasons as to why there is such a delay. There's a difference between defending them and just offering up possible reasons why.
     
  18. Jan 19, 2009 #78 of 158
    Thaedron

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    I was thinking the same. I wonder if DirecTV would be willing to reimburse the customer for their standard service call amount (which I can only assume would be less than what the guy would have to pay out of pocket).

    Edit: Obviously this wouldn't help Vader's buddy as it seems that he has already been cancelled. Just an option for consideration.
     
  19. Jan 19, 2009 #79 of 158
    dennisj00

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    No defense to DirecTV here, four weeks is unacceptable. I believe I would have made a few more phone calls to find an independent repairman and get credit from Direct before calling it quits.

    Everybody's got a story but I'm not sure which is worse, getting promised a repair in 4 weeks or the cable company taking 4 weeks and 2 or more visits a week to get my friend's Cable & Internet fixed. That was costly for both sides.

    However, reading between the threads here, a large part of the country and a large part of the subscribers are having problems with SWM LNBs that are failing from low temperatures. This has slammed installers in those areas (Chicago included). And could be the cause of this problem or could be just component failure.

    In September of 2007, I patiently waited 4 weeks for an HD upgrade. However, my only service call -under the protection plan- was next day.

    It would be interesting to find out what failed.
     
  20. Jan 19, 2009 #80 of 158
    Italia

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    Don't blame the installers....well, I beg to differ in some cases. At least in my case. I had the first cancellation done in error, which was D*'s error. The second cancellation was done by the installer...with no explanation. When the installer rescheduled, they made the appointment out another month again. I told them that I found that unacceptable. That I was already cancelled once as a result of D*'s error and now I'm being canceled again and now I have to wait another 30 plus days for the next appointment. All I got was a "sorry, that's how it works". I was fuming. I contacted D* and suggested that there be some kind of heirarchy as to who has a higher priority this way the appt is not so far out. They claimed that have a priority list like that already. Baloney...I thought. Still, with no satisfaction....I contacted Ellen "famous Ellen". And once again walked away with a general feeling that Directv and the third pary installer don't talk with one another. That D* couldn't really dictate the intaller's appointments. I was very upset. So upset, that I mailed a confidential letter to Michael Palkovic who is the Executive Vice President, Operations. He is suppose to oversee the primary contacts with customers, from the initial point of sale through the life of the customer's programming service, including customer service, field services and supply chain management. I explained my frustration to Mr. Palkovic. I thought he might be suprised to hear this was going on. I gave him my home phone, cell phone, home address and email. Well, Mr. Palkovic never replied or ever had someone on his behalf reply. This my friends is where the service starts. So, I'm not suprised with anything else below it.
     

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