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Not happy at all

Discussion in 'DIRECTV General Discussion' started by one.person, Aug 4, 2010.

  1. gnahc79

    gnahc79 Godfather

    Jan 11, 2008
    For a new customer not knowing the inner workings of install day and equipment allocation, the OP is rightfully pissed IMO. How Directv allocates equipment, how installers are given jobs etc should not be the OP's concern. Cancelling an install due to equipment shortage during the install window from taking time off work...not good.

    OP, who is not returning your calls? Directv or the install company?
  2. netraa

    netraa Godfather

    Mar 27, 2007

    This isn't going to be all what you want to hear, but i'll let you know some of the back story anyway.

    As the manctech said... the equipment shortages are horrible, and to add to that, our warehouse was promised a delivery of equipment from *D on Monday. The truck actually showed up this morning, with half the order on it they were promised. So, on monday, there were techs with workorders that waited and waited hoping the truck would show up so they could work.... never happened, at 10, they pulled the plug on the day and started calling what was left.
    on tuesday, the same thing happened as the truck was promised tuesday morning.... at 10 they pulled the plug.
    today, at 10:15 the truck shows up, by 11 it's unloaded, scanned into the warehouse and some orders went out... but now, half the stock is depleted and it's going to be the promised 'monday' for another truck with our offices allotment of *D equipment.

    When the warehouse runs out, the supervisors and or call center are going to start calling with the first tech that walks in from the warehouse saying, no gear, reschedule these and they make the call down the list from the top of the stack to the bottom.

    you said you called back on the same number they called you from so if a field sup called you and you called said field supervisors cell phone back, it's now swamped in hundreds of calls he is getting from various places, techs, call centers, others.

    Buy from what you are saying you likely got called by a off shored call center for the local office, and they say what ever they can to get you off the phone with them and never actually called or even e-mailed the local field office.

    call *D and tell them your appointment is missed and you want escalated priority reschedule, and move on with what's left of your day and hope for the best.

    Now comes the best part.... it is all stuck in a feedback loop.

    *D is taking new orders and scheduling them out.
    *D is out of equipment for said orders so only about half of them go in.
    *D gives priority reschedule for jobs like this, causing them to get forced into 'full' days overbooking techs and depleting a weeks worth of equipment in 4 days causing 3 more days to get 'doubled up' meaning next weeks equipment only lasts 3.5 days... and so on and so on.
  3. BKC

    BKC Icon

    Dec 12, 2007
    Whatever you do don't decide not to get DTV, take the stuff back and not be there for the next appointment they set up for you.........
  4. Carl Spock

    Carl Spock Superfly

    Sep 3, 2004
    ^ That makes my head hurt.
  5. 420benz

    420benz Member

    Dec 19, 2006
    Don't give up on D*. I am so happy with my new HR24-500 and i have had no problems with the CSR'S. Just hang in there.
  6. gnahc79

    gnahc79 Godfather

    Jan 11, 2008
    That's messed up, sounds like a nightmare.

    Maybe someone should 'accidentally' kick a plug somewhere so that no new orders pile up for a week or so.:D
  7. one.person

    one.person Cool Member

    Jul 21, 2010
    Thank you. Rather than telling me to stop "putting myself through it" or "making mistakes" or "directing my anger in the appropriate direction," I appreciate you noticing that as a new customer ordering a service through a website I have no idea about the details of the installs. I have no way of knowing whether it is contracted out, how Directv deals with or treats installers, how Directv delivers (or not) equipment, or whether there is a shortage.

    I am not completely sure. The woman that called me from a local area code this morning told me a supervisor would call me back today. She told me she could do nothing else because she was just in "administration." I called that number back this afternoon and left a message since I could not get a human on the phone. Whatever that local number is, it is represented as "Directv Home Services."

    I just called the national number, followed the instructions to cancel, and was connected to what was likely an overseas call center. They told me the soonest that they could install was next Tuesday, which is 1 day outside of the period in which I had to activate service in order to get the $200 rebate for buying a TV at Costco. It doesn't matter anyway because neither my wife nor I could be home that day. After hearing about all this earlier, my wife had arranged to be available next Monday or tomorrow if Directv would offer an appointment either of those days.

    At this point it is over and canceled. The woman I spoke too to cancel could not (or would not) escalate it any further, or give me an appointment earlier than next Tuesday. I could not get ahold of, nor would anyone local return my calls.

    The real test of a company is how they deal with customers when there is a problem, and in this case Directv failed miserably. I ordered a service, waited almost a month for it, and have been quite flexible in being available for appointments. It is over and canceled. Back to your regularly scheduled programming.
  8. dreadlk

    dreadlk Hall Of Fame

    Sep 18, 2007
    Let me disagree with you on this one and agree with Carl.
    Why do you want someone who is so unhappy at the very start, still getting Directv? All that's going to happen is that everytime he has a problem his anger is going to get greater and more bad feeling are going to be posted.

    And yes I am going to assume he will have problems, I am yet to encounter a person who didnt, even though a lot of the times it was their own lack of knowledge that created the problem, In the end most of it still gets vented at Directv.

    In any business every once in awhile you completely drop the ball on a customer and IMHO it's best just to move on rather than go forward with a Black eye.
  9. retromzc

    retromzc Legend

    Sep 6, 2007
    Wow, I feel rather lucky considering what the op has gone through. I called Directv on Sunday and ordered a hd dvr to replace a non dvr receiver and was scheduled for Tuesday install. Tech showed up at 8:00 a.m, installed a HR24-500 and left by 9:30.
  10. azarby

    azarby Hall Of Fame

    Dec 15, 2006
    Send them a bill for your time sitting home waiting.
  11. BKC

    BKC Icon

    Dec 12, 2007
    Mine too and I typed it. :lol:
  12. JeffBowser

    JeffBowser blah blah blah

    Dec 21, 2006
    I sure hope Filipiak's office reads this thread, and the others like it. They need to shape up their customer service, period.
  13. Rich

    Rich DBSTalk Club DBSTalk Club

    Feb 22, 2007
    Piscataway, NJ
    If the installers don't have the equipment how is that their fault? The fault lies with D*, as usual. But how can D* predict how much equipment they will need for any given week? Yeah it sounds as if the TS is getting a runaround, but he should be calling D* directly and not calling the installer's number.

    If the deal he's looking to get is a D* promotion, then D* will work with him, he shouldn't lose anything, he hasn't done anything wrong. Keep in mind the installers work on Saturdays and Sundays and most holidays. All he has to do is call D* and if the CSR he gets doesn't do anything to satisfy him he should ask for the CSR's supervisor. And keep calling. Just be polite and persistent.

    New subs are usually horrified by the way D* does it's business, but it works, wouldn't work if they were making cars or running an airline, but for TV provision it certainly works as well as can be expected. Patience, politeness and persistence pay off.

  14. goldwing

    goldwing AllStar

    Aug 25, 2006
    Personally i believe all companys that offer a service for a fee should have be able to do it within 24 hours of the sell with no exceptions. If it takes longer then that then the new cust should get the service free for 6 months or more. Again NO EXCEPTIONS!! The problem with todays businesses is all they care about is the next quarter when they should be thinking about 2-5 years ahead. The USA has moved from a manufacturing powerhouse to a service country and cant even get that right. Bottom line is these companys need to quit worrying about profits and stock price and put there #1 priority to their clients. An honest company that puts there clients ahead of everything else will win in the end. ok rant over :)

    p.s. local time warner offers next day service or free for 1 year.
  15. Joe C

    Joe C Godfather

    Mar 2, 2005
    I could just see the look on one.person's face when he sees the scratched HR21 the installer brings him. Poor guy might not be lucky enough to get a shiny new HR24:grin:
  16. Rich

    Rich DBSTalk Club DBSTalk Club

    Feb 22, 2007
    Piscataway, NJ
    I gotta admit I don't wait long for service calls.

    Here's a link that will give you an idea how well D* treats their customers. And, please remember, I like D* and I understand how they do business and have no real problem with that. I also have to admit that I've been treated very well by D*. Long learning curve to reach that point, tho.

  17. Tom Servo

    Tom Servo Icon

    Mar 7, 2007
    The crazy thing is, D* doesn't have to improve anything. Once they finally get those new customers hooked up, they're in it for 2 years of revenue no matter what.

    Either way, they gots their money, so why should they care?

    It's very disappointing.
  18. rob316

    rob316 Legend

    Jun 29, 2008
    If I were the OP, I would just cancel the install, by what some people are saying about shortages he may not get the install for weeks. Return the TV and move on, it's not worth the headache
  19. hasan

    hasan Well-Known Member

    Sep 22, 2006
    Ogden, IA
    It is disappointing when it happens. They have a wonderful product. Their churn rate is pretty low (for the industry), so they don't have much of an idea how badly some of the CSRs can be.

    In the 15 years I've been with them, I've had very good luck, but when I helped a 9 year customer upgrade a few weeks ago (WHDVR+SWiM+HD-DVR and HD Receiver) it was like having a root canal. If I hadn't been there handling the phone he would not have gotten anything, as he (I) was told he wasn't eligible to upgrade his system. Then he was told he'd have to pay list price for everything. It was ....well...moronic. Then I asked to speak to someone more familiar with the process and she said, "I'm very familiar with this process, I've been here a long time, six months!"

    If it hadn't been so funny, I think I might have gotten irritated.:)

    I wonder what other job would allow one to consider oneself a "long term employee" at six months.:lol:

    But, back to reality: he absolutely loves his system, the install went perfectly and in the end he got a decent deal (monetarily)

    He was actually laughing listening to me on the phone making the deal, so he didn't get bent out of shape either.

    From both his and D*'s position, all's well that ends well....I guess.
  20. Upstream

    Upstream Hall Of Fame

    Jul 4, 2006
    Months in advance, they can look at past history and trending to make a pretty good forecast of how much equipment they'll need per week.

    But even a week before, they can be pretty accurate. If they have orders for 243 HD DVRs to be installed next week, then they know they need 243 HD DVRs. If they have 248 in inventory, then they can take orders for 5 more (or if they're really smart, they'll keep some reserve in inventory for unexpected needs).

    If someone calls and places an order for more than they have in inventory, then they can either decline the order, or schedule it out to when they expect new inventory. If something happens and the new inventory doesn't come in, then DirecTV can cancel or reschedule a week in advance.

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