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DirecTV is a Bloated Bureaucracy - Install Horror Story

12K views 144 replies 29 participants last post by  Tom Robertson 
#1 ·
My in-laws decided to cancel Comcast and subscribe to DirecTV on my recommendation. My in-laws live in Shreveport, Louisiana. They also have a lot of trees in their neighborhood. I installed a 5 LNB Slimline Dish on their roof to make sure that they could get a good signal before calling DirecTV. I installed the dish and ran a signal meter on it and was getting nearly a 100% signal on all the satellites with the exception of 119 which is blocked by trees. I even hooked up an HD DVR to the the coax and confirmed that they were getting all of the channels.

In Shreveport, Louisiana only the SD local channels are transmitted on the 119 Satellite. My in-laws only wish to get the local channels in HD and advised me that they did not care about the 119 satellite.

The DirecTV installers came out and looked at my dish install and told me that I did a great job. I explain the situation regarding the 119 satellite and I tell them that my in-laws are willing to sign a waiver because they do not care about the SD locals. The installers tell me that this should be fine and they understand the situation.

We call DirecTV and first one department tells us no problem regarding the waiver. A few minutes later another department tells us they cannot permit the install because we cannot get the 119 satellite. We attempt to explain the situation regarding the fact that my in-laws do not need the 119 satellite but that falls on deaf ears. Another department tells us that if we switch to an SL3 Slimline then we can get the install done. However, when he attempts to add the SL3 to the install the system rejects his request. The SL3s are even in the local warehouse because they are approved for Monroe, Louisiana which is about 100 miles away.

I call the Office of the President and am told they cannot do anything even after I explain the situation to them several times. The last agent I spoke to told me that I needed the 119 to get software updates. I tried to explain to him that software downloads come from the 101 satellites.

The install had to be cancelled and the installers left. The installers were great guys and knew what they were doing but couldn't cut through the red tape themselves which I know frustrated them as well. They also were making phone calls and constantly being put on hold which wasted their time.

I am currently waiting to receive a call back from the Office of the President to see if anything can be done. I told them I wanted to speak to the President himself but I doubt that he will call me. I was very polite to everyone that I talked to.

I thought the government was a bureaucratic nightmare that couldn't get anything done but I now believe that DirecTV beats them in this department.

Any help or suggestions are greatly appreciated.

My in-laws still want to get DirecTV but unfortunately it appears that DirecTV does not want them.
 
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#102 ·
Honestly, I just got tired of this. I didn't just start out irritated but it seems to escape you that this is a DirecTv policy in place for a reason. Most others seem to get it. We all know what you are saying and it's clear you have been given workarounds that you don't like yet you still harp on this stupid point about DirecTv and their policies. Trust me, we all get it - even post 64. What don't you get about the fact that it's a policy that's less than ideal for you but not built for you. They choose to enforce that policy so you either accept it or don't but posting the same thing over and over isn't going to magically change it.

I just plain got tired of reading the same thing. Sorry if it offended you.
 
#103 ·
sigma1914 said:
The in laws are being stubborn (not meant in a mean way) by refusing you and the Missouri installer's assistance, so it's pointless to continue this. They can have DirecTV, so the policy isn't an excuse.
I'll repost my quote and ask the OP:

Now what? Should we just all agree it's a silly, but understand the point of it whether we agree or not? The bottom line is they can get DirecTV, but refuse to do what's offered to circumvent the silly policy.
 
#104 ·
sigma1914 said:
I'll repost my quote and ask the OP:

Now what? Should we just all agree it's a silly, but understand the point of it whether we agree or not? The bottom line is they can get DirecTV, but refuse to do what's offered to circumvent the silly policy.
Yes, I believe my in-laws should circumvent DirecTV by installing an SL3 and not telling DirecTV about it. However, I still believe it is ridiculous that they would have to circumvent DirecTV in the first place.

If DirecTV was a more responsive company to the consumer then no circumvention would be necessary. That is why my post is entitled DirecTV is a Bloated Bureaucracy.

The rationale that I am getting from many is yes that is a bad rule that DirecTV has so just go outside DirecTV's rules and do what needs to be done.
 
#106 ·
liquidctv said:
Having done it, I see no rule, unless ppl can say when it went into effect.
If your locals come over the 119 then DirecTV will not allow one to install an SL3 LNB. The problem is that in some markets such as Shreveport, LA you can get all of your locals in HD on the 99. The 119 is usually the hardest satellite to get because its angle is lower and it is the farthest away. If you have trees or other things blocking your access to 119 then DirecTV will not approve the install even though you can get everything you want or need using an SL3 LNB that gets the 99, 101, and 103 satellite feeds. If you are only using HD equipment then an SL3 works for most people.

You can get around this policy by using an independent installer or doing the install yourself and using an SL3 and then not telling DirecTV that you are using equipment that they are not authorizing.

The 119 satellite only carries locals in SD and a few music channels. The 110 satellite carries international programing.
 
#110 ·
veryoldschool said:
I think I did "back then", but wonder what it is now.

Is this just a ***** thread now?

I'd guess this thread won't change DirecTV's policy.

You've stated your position, some agree, some don't.

"Help" has been offered.

What's left here now? :confused:
He is even agreeing with me now on how I told him to avert Directv's mandate regarding 119, but apparently he isn't going to do it. You think you are confused? :confused: :D
 
#111 ·
Bump. Because I'd hate to think this !@#$%& thread isn't near the top! :lol:
 
#113 ·
geaux tigers said:
My in-laws were excited about DirecTV and a dealer from Missouri who posts on here stated he would ship everything down at no cost and I could install it or have an independent contractor install it. He would pay for the install and the shipping. All of the deals would be applied to their contract. I had decided to install it myself. However, my in-laws are concerned about not having a system that is officially approved by DirecTV. I was going to install an SL3 LNB. Right now they want me to take the current perfectly aligned dish down from their house. I used a Bird Dog to tune the dish and it is at 100%. Hooking up one of my HR24-500s to the dish confirmed the readings of the Bird Dog and I was also getting all of the channels including the locals in HD. This was using a 5 Dish LNB. I obviously was not getting anything on Satellite 119. I told them I would take care of any problems with their system. I have had DirecTV since 1998 and have not had any LNB or wiring problems.

I am hoping that I can talk to them and get them to change their mind but I doubt it. It is a shame as my in-laws will have in a few weeks a new 3D Panasonic Plasma 55VT30 that I also recommended to them. This HDTV is supposed to have the best picture of any 2011 HDTV. They subscribe to Comcast and the picture is horrible. It almost seems like a crime to feed such a great HDTV such an inferior picture. Plus I have to endure crappy television when I am at their house.

It's a shame that DirecTV has probably lost out on what would have been a good and loyal customer but that is probably going to be the case.

I still can't believe DirecTV will not offer waivers for such situations and that is why I stand by my assertion that the company is a bloated bureaucracy.

DirecTV does many good things like the CE program that takes place on this thread but some of its policies such as this one are bad and are costing the company money.
There isn't much left to say here. Raoul, I have encouraged you to read post 64 but I cannot force you. This is not my install decision as it is my in-laws. Their house equals their decision. What I don't understand are the people that think it is a good rule but then encourage me to break it. I think it is a stupid rule and I am willing to break it which makes my stance consistent.

Post 64 is above.
 
#116 ·
It was done when the inlaws don't want to do what it takes to get the service going. I, for one, wouldn't say it's a good policy but more one that is totally understandable. Pretty sure in 8 pages I'll say this again, though. To the top!
 
#117 ·
My only suggestion is this. Leave the DirecTV dish up for now. Once they get the new Plasma TV, let them get Comcast installed, but don't let them sign any kind of long term agreement with Comcast. Once they have Comcast up and running bring one of your DirecTV receivers over and show them the difference in picture quality between the two. Then they can decide if they want to stick with Comcast or cancel it and have you install the DirecTV equipment.
 
#118 ·
Beerstalker said:
My only suggestion is this. Leave the DirecTV dish up for now. Once they get the new Plasma TV, let them get Comcast installed, but don't let them sign any kind of long term agreement with Comcast. Once they have Comcast up and running bring one of your DirecTV receivers over and show them the difference in picture quality between the two. Then they can decide if they want to stick with Comcast or cancel it and have you install the DirecTV equipment.
That is an excellent suggestion. Unfortunately, their big concern is actually getting the equipment from an independent distributor that is located hundreds of miles away and the fact that even after the install that DirecTV will not officially sanction the install. Such things would not bother me but they bother my in-laws. I do appreciate your suggestion.
 
#119 ·
As I mentioned earlier there is not much more that can be said regarding this subject matter. I do find it ironic that some people seem annoyed by the fact that this thread exists or continues to be posted to. I notice that many of these same people have a large number of posts associated with their account so I figured I was maybe doing them a favor by allowing them to expand their post count numbers. If I go to the news stand and see a magazine that I do not like then I do not read it but I also do not criticize its existence. For those of you that I have given an opportunity to further expand your post count numbers then you are very welcome.

Now, I ask some serious questions. If DBS Talk is not the appropriate place to question or criticize a DirecTV policy then where is the proper place? If one wants DirecTV to consider changing a policy then how should that person accomplish that?

One of the most heavily posted threads on this forum is the thread where one can post a channel that you want DirecTV to add. I read post after post where the same person keeps on requesting the addition of the same channel by DirecTV. Is that person *****ing or is that person trying to get DirecTV or others to understand his point of view? These are just a few things to ponder.
 
#120 ·
geaux tigers said:
Now, I ask some serious questions. If DBS Talk is not the appropriate place to question or criticize a DirecTV policy then where is the proper place? If one wants DirecTV to consider changing a policy then how should that person accomplish that?
  1. There is no problem that I see questioning or criticizing DirecTV here.
  2. Changing DirecTV policy I'm not sure one person could do. Emailing DirecTV might be a good place to start.
What I think you may have run into here with this thread is:
Most come to help and look to get something fixed/resolved.

[sexist hat on]
look to solve problems
seem to just want to talk about them, without expecting a resolution
[/sexist hat off]

Help has been offered, but not acted upon [for the reasons you've given], so some might wonder why this is continuing
 
#122 ·
veryoldschool said:
  1. There is no problem that I see questioning or criticizing DirecTV here.
  2. Changing DirecTV policy I'm not sure one person could do. Emailing DirecTV might be a good place to start.
What I think you may have run into here with this thread is:
Most come to help and look to get something fixed/resolved.

[sexist hat on]
look to solve problems
seem to just want to talk about them, without expecting a resolution
[/sexist hat off]

Help has been offered, but not acted upon [for the reasons you've given], so some might wonder why this is continuing
Real men don't make sex symbol diagrams. I am sticking to my guns on this one.
 
#124 ·
geaux tigers said:
That is an excellent suggestion. Unfortunately, their big concern is actually getting the equipment from an independent distributor that is located hundreds of miles away and the fact that even after the install that DirecTV will not officially sanction the install. Such things would not bother me but they bother my in-laws. I do appreciate your suggestion.
An analogy for the situation might be buying a car from a dealer that refuses to repair or honor a warranty on said car. There's only a problem if/when the car breaks down (but there are other avenues to repair it.) This is similar in the fact that a D* tech might refuse to work on your in-laws dish, but there are local and DIY repair options. If your in-laws aren't comfortable with DIY, or sourcing a local sat guy, then it's probably wise to steer clear of D*.

I don't see a problem with arguing the policy in place, but it's important to understand that D* has continually made the few waiver circumstances in existance harder and harder to obtain. Customers and techs have taken advantage of loopholes in the past, and D* is trying to remove these types of avenues. As a result, the likelihood of adding additional waivers today is going to be close to non-existant.

At this point your avenues are pretty clear, and petitioning D* directly is really the only way to get action on the issue.
 
#126 ·
dsw2112 said:
An analogy for the situation might be buying a car from a dealer that refuses to repair or honor a warranty on said car. There's only a problem if/when the car breaks down (but there are other avenues to repair it.) This is similar in the fact that a D* tech might refuse to work on your in-laws dish, but there are local and DIY repair options. If your in-laws aren't comfortable with DIY, or sourcing a local sat guy, then it's probably wise to steer clear of D*.

I don't see a problem with arguing the policy in place, but it's important to understand that D* has continually made the few waiver circumstances in existance harder and harder to obtain. Customers and techs have taken advantage of loopholes in the past, and D* is trying to remove these types of avenues. As a result, the likelihood of adding additional waivers today is going to be close to non-existant.

At this point your avenues are pretty clear, and petitioning D* directly is really the only way to get action on the issue.
I am still very adamantly opposed to DirecTV's policy on this matter but that was a logical well written response to DirecTV's policy. Thank you for your response.
 
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