Howdy: This is going to be a long story. You have been warned. Let me start off by saying I'm personally a happy DirecTV customer. I have a relative who is a DirecTV customer too and has been attempting to get extra receivers installed. Since I'm very knowledgeable in low voltage wiring work, DirecTV, etc I took over the project. This all started earlier in the week when my relative wanted to install additional receivers at their house. They recently added on to the house and now have more rooms. They also have a vacation house and I took the old dish with me and installed it for them (after notifying DirecTV and getting their okay). They move their receivers back and forth when they go up there. Anyhow, I setup call DirecTV again and tell them I would like 3 additional receivers and I need a new dish. They setup the work order and everything is fine (supposedly). Installation day rolls around and the installer calls and says he will be there in about 15 minutes. The "installer" shows up in an unmarked soccer mom's van not even wearing a uniform. All he has is some ID badge. His helper doesn't have anything at all. The guy speaks English, but somehow has a hard time understanding me (yeah right). The installer doesn't have any receivers on the truck and then proceeds to want to charge me for the dish. So I'm sitting here wondering why did you even show up if you don't have any equipment? I wasted a half of day taking off work to meet this person (I'm a consultant so I was able to schedule around it). I tell them to go ahead and put the dish up since I would work out the pricing issue with DirecTV on the phone. The installer refuses to use the Commdeck I had installed and insists on lag screws. After finally convincing him to use it, he then complains about grounding. I have a ground point inside the attic that was installed for the dish). He calls his supervisor in Spanish so I have no idea what he is saying. They have a ten minute conversation. He agrees to put up the dish and use my grounding. After he sees the coax that was run, he then again refuses to touch it. The coax is RG6 quad shield with a solid copper core. It is on the DirecTV approved cable list. Again, I convince him to use it. The dish gets installed and peaked. The installer leaves to go find receivers since another tech is close by (or so he says). Right now we're 2.5 hours into the installation. At this point I call DirecTV and explain what is going on. The tech comes back and proceeds to remove the dish (that I agreed to buy) saying DirecTV told him to do it. I tell the phone representative what is going on and she wants to talk to the installer. Apparently they got into it a bit. The end result is the tech is doing what he wants regardless of what the phone representative tells him. The CSR's supervisor sends a field service request to the local office to get a supervisor on the phone. A local DirecTV supervisor calls back and says he can't get the tech nor his supervisor on the phone (gee I wonder why). I've been told a resolution is forthcoming and to wait 30 minutes for a phone call. That call never arrived. At this point we're 4 hours into the installation and the tech packs up and leaves (about 15 minutes before the supervisor calls). I talked to Retentions the next morning and explain everything. They issue me a fairly large credit and again send a field service request for a call. I call again in the evening and tell them I still haven't received a phone call. At this point they cancel the order and work up a new one that correctly states a dish is to be installed at no charge. Unfortunately, I still haven't received any call back and I'm afraid I'm going to get another unprofessional subcontractor. I have so far wasted a half day's worth of work, hours of time on the phone, and I still don't have anything to show for it. My relatives are very angry to the point of wanting to switch to U-Verse. I'm afraid that DirecTV is going to screw this up again due to the local office's incompetence. Retentions has done all they can, so I'm looking at what my next step would be right now. I can't afford to reschedule any more clients so this next appointment is all or nothing. The sad part in all of this is that I should have just bought the dish, installed it myself, and have DirecTV drop off the receivers. Instead I decided to let DirecTV handle it and that was a big mistake. I believe this situation warrants escalation to the executive customer care (Office of the President is what I think they go by?) level, but it seems none of the phone numbers and e-mails I found work anymore. Does anyone have any suggestions as to what I can do since obviously the local office won't return calls? Thanks in advance!