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bad install/custmer service experience with directv

Discussion in 'DIRECTV General Discussion' started by mikec73, Feb 2, 2012.

  1. Feb 2, 2012 #1 of 10

    mikec73 AllStar

    May 4, 2005
    We just moved to el paso from san antonio. I could not keep my uverse so I ordered directv thru att for install on Monday. I ordered the hr34 to keep close to the features we had with uverse. they charged me close to $200 for this.
    The installer showed up with the hr34, I had to remind him when he called prior and he saw the note at the bottom of his workorder for install hr34 receiver.
    first he told me that with out smart tvs the 34 would not work. I showed him that all my tvs have hdmi input and that it would work just that I needed the other boxes that were on the order because they dont have rvu. so he admitted it would work but said I would not have all the features. He installed the 34 then said he could not active it but for an extra $100 he would. I told he I already paid for that. He proceeded to pack it up and then activated a hr24 instead. I was then on the phone with customer service to straighten it out but he had by then gotten the 24 active and cust service said that made me an existing customer and existing customers cannot have the hr34 I ordered. They refuse to correct this. I have gone thru 3 levels of supervisors and they all say there is no way to fix this since now I am an existing customer (victim) of 2 days. He wanted a signature but the att rep I was on the phone with said do not sign since it wasnt what was orderd so the installer did not get a signature on his work order and just left. he did not even verify things were working (which they werent) One superviser recommended canceling while within the 24 hr window but when talking to cancelations they said they would charge me for the day of service (or no service since the boxes didnt work) and I would lose the money paid for upgrade to the 34 and shipping for install. So since i did not want to lose the almost $200 paid for install plus for service not received. I decided best not to cancel but fight it out. I am still fighting. complaint filed with executive relations dept. I have never had customer service this bad with dish or ANY body else! They may have the technology but that is where it stops. Steven in executive relations is requesting a recording of the sales call from att.
  2. Feb 2, 2012 #2 of 10

    bigtom Legend

    Jan 23, 2009
    I do hope they get it sorted out for you. It really seems the order was not placed correctly by AT&T. Do you have a confirmation email of your DIRECTV order?

    Let us know how it works out...
  3. Feb 2, 2012 #3 of 10

    sigma1914 Well-Known Member DBSTalk Club

    Sep 5, 2006
    Allen, TX
  4. Feb 2, 2012 #4 of 10

    Shades228 DaBears

    Mar 18, 2008
    He's already dealing with them.

  5. Feb 3, 2012 #5 of 10

    MattScahum Legend

    Oct 26, 2010
    That is terrible man. I hate when att or centurylink try to place orders for things like this. If they stuck with standard receivers or maybe a dvr they are ok, but when they add HD/HD DVR/HMC on the orders, we get so many calls in sales from people who placed an order with att/centurylink and had to cancel and are now starting over with us. and the total we quote is ALWAYS higher than they were quoted. Verizon has yet to screw something up that has made its way back to me, so I have nothing bad to say about them but I wish the telco providers in general would set up their portion of the order and then transfer the customer over to directv to set it up so there is less chance of it getting screwed up. Plus, even if we do mess it up on our end, the recordings are much easier to validate and the customer can get a resolution much faster.
  6. mikec73

    mikec73 AllStar

    May 4, 2005
    just wanted to update on what has happened after talking to steven today. They still havent gotten the recording from att but since today is the release he wanted to get it resolved. After the initial problems a supervisor offered an additional hr24 to be installed free with a $100 credit on the account. (best they could do at the time supposedly) so that was done 2 days after install and a check of the system. With more problems early this week they did another check and repaired a connection, redid the install outside (dish wasnt grounded). Today, steven offered to give the hr34 free but I pay a $49 install fee which he billed and said they would leave the current 2 hr24s alone and just swap a h25. This sounds like a heck of a deal since I already got a $100 credit and leaving the hr24s which I would not have had originally.
    So then I should have 9 recording tuners and 1 non dvr tuner. Now we will see how it goes with the installer.
  7. Beerstalker

    Beerstalker Hall Of Fame

    Feb 9, 2009
    Peoria, IL
    Make sure the installer realizes he will have to install a SWM16 since you will be at 10 tuners.

    Hope everything goes well for you.
  8. RudeDogs-DTV

    RudeDogs-DTV Cool Member

    Feb 13, 2012
    I sure hope you call DTV also so we can Flag this tech we will do a escalations about it and it goes not only to the techs BOSS but to a team DTV has to monitor the out side contracted installers. But we really need the customer to call us so we know when there is a problem so we can address it.
  9. hombresoto

    hombresoto Legend

    Sep 10, 2006
    It sounds like att took the $200 payment for "something else" and created a directv order for a regular hddvr with a note to install a 34 on the work order. Notes mean nothing! Again, notes mean nothing. The tech called to modify the order and the 34 upgrade for a new customer is $99. You didn't pay so he activated the line item for the hddvr he had on the work order. He shouldn't have done this or left without the system working but I suspect att is behind all of this.
  10. mikec73

    mikec73 AllStar

    May 4, 2005
    installer showed up on time and hooked it all up with new swm16 and two 4 way splitters outside. (they have all the house cables connected whether there is a receiver on it or not). I believe he double checked everything else also. it seems to be working ok. it hasnt downloaded the hd guide yet though.
    only $49 for this.
    the original tech was reported same day because I was on the phone with directv and att at the time he left, they were trying to get it straightened out till it showed that he activated the 24. one of them talked with him on the phone and seemed aggreivated by him when I got the phone back. they were sending notes to his boss. but the following day my wife called mastec to talk to his boss. he wasnt in yet but was to call when he got in. He never called.
    the techs since have all been nice. (maybe they have notes telling them dont piss us off!)

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