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"I No Longer Want My DirecTV"

Discussion in 'DIRECTV General Discussion' started by Darkman, Nov 15, 2006.

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  1. quizzer

    quizzer Icon

    746
    1
    Aug 29, 2006
    With my experiences, DTV wins hand down...E* CSR's are pathetic to say

    E* doesnt care about retaining customers..

    MY vote is for DIRECTV
     
  2. paulman182

    paulman182 Hall Of Fame

    4,841
    4
    Aug 4, 2006
    Wow, what a post!
    First of all, I am not speaking about all installers, just the three I have had. I wouldn't attempt to be any more ambitious.

    No, my installers were not with Bluegrass. I don't remember the name of the company but they are out of Huntington, WV and are dispatched out of Findlay, OH. I have no knowledge of any possible Mafia relationship so cannot speak to that, but all three of my installers looked and sounded like native Appalachians.

    I don't watch the Sopranos. Maybe I tried a lame episode, but I thought it was boring--all foul talk and not enough action. I don't buy any more at Wal-Mart than I have to, if that matters, but in this rural area they've put most everyone else out of business.

    Maybe someday I will have time to look into all these things you know about. Till then, I'll have to take your word for "the truth."
     
  3. jasonblair

    jasonblair Icon

    549
    0
    Sep 5, 2006
    When I moved from Indianapolis to Washington, DC, I did the mover's program. I had to wait 2 weeks for the install date. So I'm sitting around in my new apartment in Washington, waiting for the installer to come. After a 4 hour wait, I got a call from my installer. He was out in front of my house... my old house in Indianapolis! I was so upset!

    So I called DirecTV, and they apologized, and said the soonest they could get me installed was... another 2 weeks.

    So that day came... and went... no installer. I called DirecTV just FURIOUS. They said that I could call the installer directly, because they had no control over it. So I called the 800 number to the installer.... busy signal... I tried every 5 minutes for 2 straight days... busy signal. (Some company called Mast Tech.)

    I called DirecTV back, and asked them if they could get me in touch with them, but they said they couldn't. All they could do is make a note to a file asking that the installer call me, which he did about 4 days later... but I couldn't understand his English.

    DirecTV needs to stop outsourcing their installs. They lease their equipment instead of sell it these days... they need to bring their installations back in-house too.
     
  4. trish2

    trish2 New Member

    3
    0
    Dec 19, 2005
    I am starting to agree with Darkman's assessment of Directv's horrid, shoddy customer service. This past Friday (November 18, 2006), my hdvr2 DirectiVo dvr crashed and would not reboot. I called Directv about a replacement. They wanted me to pay $19.95 shipping and handling for that POS...the R15 dvr. I refused and asked to speak to technical support. I explained to the tech that I want a DirectiVo as a replacement, not the non-operant R15. The tech told me that all they had was the crappy R15. I politely told him not to bring it to my residence. Anyway, I have been without my dvr for four days and my patience is next to dead w/ customer service!!
     
  5. bluedogok

    bluedogok Godfather

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    Sep 8, 2006
    My HD upgrade with D* only cost me the $19.99 S&H fee for the HR20. New dish and Zinwell included. Some of the suburban communities here are starting to get the Verizon FIOS but here in Austin we are still stuck with TW Cable and their no NFL Network or Sunday Ticket which doesn't work this week for this Broncos fan. Oh, but TWC does have BevoVOD (UT) here, nothing that this Sooner fan cares about. I do have TWC for internet and the service has been pretty good.

    If Verizon FIOS came available down here I would have considerd it, but ST makes the choice for me.
     
  6. AnonomissX

    AnonomissX Godfather

    439
    1
    Jun 29, 2006
    Las Vegas, NV
    They may have exhausted their stock.
     
  7. Dalek1963

    Dalek1963 Legend

    100
    0
    Nov 18, 2006
    Hi,
    I might agree with you to a point, but even if D* took its installation completely "in house", there would be varyinhg levels of knowlege depending on aptitude and experience. Right now, each of the companies receive the same amount of training, and there are problems, but not as bad as thing could be. Right now there are complaint proccesses that are in place to bring problems to management attention both at D* and the Hsp level.
    As for csrs (I am one) all the D* call centers have the same level of training, and yet with human nature, what it is, there is various levels of competence, based again on aptitude and experience. I would rank rank myself as "mostly compitent":)
    The only problem I have with D* is I wish they would work the bugs out of new products before putting them on the market, but that's probably wishfull thinking

     
  8. Dalek1963

    Dalek1963 Legend

    100
    0
    Nov 18, 2006
    Hi,
    Uh no, it was a decision on the part of D* to use only the directv plus DVRs. I've been told for months that that was going to happen. The only place you're likely to find Directv tivoDvrs would be on ebay.:nono2:
     
  9. JLucPicard

    JLucPicard Hall Of Fame

    3,985
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    Apr 27, 2004
    I'm not sure what model the HDVR2 is (makes it look like it's high-def, but the only HD DVRs are the HR10-250 and HR20). So assuming it's SD, I'm also going to jump to the conclusion that you own the unit and are not leasing?

    So let me get this straight. Your DVR died. It's not leased? Are you covered by the Protection Plan? So D* wants to replace it with a free unit (of which, my understanding is they are out of stock except for the R15) and only charge you shipping? Granted the R15s may not be great, but that deal isn't good enough for you? So your alternative is to stew and bad mouth their CSRs and still be sitting there with a dead DVR? Sounds to me like you'll be without a DVR until you go buy one from somewhere. Why is that D*s fault???

    My understanding is that if you ARE covered by the Protection Plan, it is standard policy that you still pay for shipping, though you can sometimes work a deal for that to be waived (usually if you are a customer in good standing and you treat people with a little respect).

    Seems to me D* is trying to get you back in business - especially generous if you aren't covered by the Protection Plan. They are doing what they can. If you don't like it, you can obtain one elsewhere, but I don't see where that's something that D* deserves to be bashed over.

    Please let me know where I'm wrong?

    (and no, I am not an employee or affiliated in any way, other than being a customer)
     
  10. cbearnm

    cbearnm Legend

    191
    0
    Sep 6, 2006
    That's the point that I think everyone is missing, his advice is based on the fact that D* is currently at a 52 week high. That is usually a time that people sell stocks, to take profits. If he left it at that, I would trust his investment advice. But to extrapolate his issues to the company as a whole, while denying the issue exists in the industry, not just at D*, is rather myopic and not reliable.

    I agree in investing in what you know, but the cable/satellite market is still a small part of the entertainment spectrum. There is incredible growth potential. This is in spite of the bad service that has plagued the telecommunications industry in the last couple of years, not just D*, but all of the players.

    Dish, and the cable companies all have their share of knocks against them. The writer is taking a real 'grass is greener' attitude and thinks that a switch to D*'s competition will be all rosy.

    As far as D* losing ST, that's a couple of years off and even then, it's not automatic. Quite frankly, there is not a real difference between Dish, cable and D*, other than the NFL. D* is going to bid what they can to keep the deal in place. They will have to consider a median between keeping it and charging the customer too much to drive them away. But again, that would make no difference in my investment choices for the next year or two.

    I agree: Sell D* because it's at a 52 week high, take your profits, if the time is right for you. But to sell based on speculation of what happens in 2-3 years, it's hardly good advice. But that's the great thing about America, everyone with a forum is an expert.
     
  11. cbearnm

    cbearnm Legend

    191
    0
    Sep 6, 2006
    First, I hope the tech didn't say that he would bring you a "crappy R15" :lol:

    Now, I understand 'right is right' but grandma always warned about 'cutting off your nose to spite your face'. There are some battle that are just not worth fighting. To spend 4 days stewing (and I can understand your frustration) is just not worth $20 (at least to me).

    I would have had them ship me the replacement, then after activating it, called and asked to speak to a supervisor and/or retention. At that point you would be more calm and chances are, they will give you more than $20 in credits, that is, unless you have gone down that road too many times.

    I have found you get nowhere when you call D* while angry. If you are pleasant and calmly explain why you think you should not have been charged, you will generally get your way.

    Just my $0.02, it's always worked for me, but your mileage will vary.
     
  12. john18

    john18 Active Member

    1,035
    11
    Nov 21, 2006
    I've been with D* for 9+ years. I hated the local cable company (Cox) and have a clear memory of all the issues I had while I was their customer. D* basic customer service is, I agree, spotty. Customer Retension is far better. The installation company leaves a lot to be desired, but once they get it right the system works far better then cable ever did. So, I stay at D*
     
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