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Recourse for Missed Install Appt?

Discussion in 'DIRECTV Installation/MDU Discussion' started by jacobp, May 24, 2010.

  1. jacobp

    jacobp Legend

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    Dec 22, 2003
    Hello. I am a longtime DTV subscriber. A week ago i placed an order for the new Whole Home DVR Service. I was given an 8am to noon slot for the installation today. On Friday, DTV called to confirm the appointment. This morning I received an automated call from the DTV subcontractor confirming the AM install appointment and they told me to call if i wanted to know, more definitively, when in the 8-12 window they would show up. I called and they said the installer would have to call me back.

    The installer called and said the install would have to be slipped to 1 or 2pm. I reluctantly said OK. At 2:30, the installer calls and tells me that they don't have the parts/receivers they need to do the install, so they have to reschedule. I spoke to the supervisor and got the same story.

    I live in the DC Metro area and the installer is AEG Communications.

    Of course, i am livid as i took off the entire day from work. I called DTV and they offered me $15 off my bill for 6 months, which is not even close to what i lost in revenue at my office.

    What experience have others had in having DTV "compensate" either in reduced montly fees or otherwise for missing appointments. I don't expect them to pay me cash, but given that i have the highest level of service and that I've had that service for a long time, i think 6 months free service would be reasonable.

    What have others received for missed install appointments.
     
  2. hilmar2k

    hilmar2k Hall Of Fame

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    Mar 18, 2007
    I think 6 months free service is a bit of a reach. I realize it's a hassle, but stuff happens. If it were me, I'd take the $15 and be happy.
     
  3. mobandit

    mobandit Hall Of Fame

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    Sep 4, 2007
    I am currently two hours into my four hour appointment block...no calls from anyone, today...starting to get a little perturbed.
     
  4. hilmar2k

    hilmar2k Hall Of Fame

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    Mar 18, 2007
    Isn't that why they give you a window? They can't know exaclty how long the prior installs will take. Until the end of the window, I am not sure how you can be upset. :confused:
     
  5. RobertE

    RobertE New Member

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    Jun 9, 2006
    6 months of free service? Uh, ok !rolling
     
  6. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Sep 5, 2006
    Allen, TX
    6 months free? :lol: Too funny. $600+ for a missed appointment? :lol:

    You should get a credit of $50 & be happy.
     
  7. ndole

    ndole Problem Solver

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    Aug 26, 2009
    RobertE, have you noticed the recently missing OTG metric? We don't see it on our end any more. I wonder if they're even still offering it to customers at all.
     
  8. netraa

    netraa Godfather

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    Mar 27, 2007
    The OTG was replaced with the WMT FSR's because it was too easy to avoid the OTG's by placing yourself onsite within the timeframe regardless of where you were.

    as to the C note to the customer, not sure.
     
  9. RobertE

    RobertE New Member

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    Yep. As netraa notes, just got those dumba$$ FSRs for every stupid thing under the sun.

    I think they dropped the compensation down to $50 as well.
     
  10. ndole

    ndole Problem Solver

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    Aug 26, 2009
    Unfortunatly this does happen in this business. Appointments run late, and equipment can be sparce. He probably had to replace an IRD on a nasty service call, and didn't have what he needed for your upgrade afterward. If this was McDonalds we were talking about, they'd give you a free french fry. Not a $500.00 gift card.
     
  11. ndole

    ndole Problem Solver

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    Aug 26, 2009

    Hmm..
    It'll be interesting to see what our HSP does about this change. Our service bonus was completely nullified for the week if we had to pay an OTG to one of our own customers. A WMT doesn't actually mean that they got paid.. so, hmm..
    This could be very good!
     
  12. Beerstalker

    Beerstalker Hall Of Fame

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    Feb 9, 2009
    Peoria, IL
    I would say $90 is a decent deal for a missed appointment like the others said ($15 x 6months = $90). Comcast never gave me anything when they missed their appointments.
     
  13. joe diamond

    joe diamond Hall Of Fame

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    Feb 28, 2007
    The HSP forces the routes then charges if you can't make their schedule.
    How do you do competent work when you get four AM installations?

    I could go on.

    Joe
     
  14. chris83

    chris83 Legend

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    Aug 16, 2006
    A couple years ago I had TWO back to back missed appointments. DirecTV gave $10.00 off my bill for 6 months. When I didn't see the credits I called to inquire; I got a CSR on the phone who called me a liar. She said she had no record of anyone ever authorizing that, even though I had the name of the person I had spoken with. She then told me I was being greedy even asking about the credits. :bang

    I would take their offer, but make sure you get the name and employee number of the CSR who you speak with.
     
  15. hilmar2k

    hilmar2k Hall Of Fame

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    Mar 18, 2007
    Wow. That's worse than the missed appointments. :nono2:
     
  16. BattleZone

    BattleZone Hall Of Fame

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    I'm not going to appologize for DirecTV; what they did wasn't right.

    However, it doesn't make sense to take time off work for something like this given that DirecTV offers installations 7 days a week...
     
  17. ndole

    ndole Problem Solver

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    Aug 26, 2009
    Shhhh! I've got plans this weekend!

    A customer I had last year.. "Man, I'm suprised that they made you work on the 4th of July."
    He made the appointment. What a jerk!
     
  18. BattleZone

    BattleZone Hall Of Fame

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    Nov 13, 2007
    I get the same thing nearly every weekend (especially Sunday) and every holiday. "Wow, I'm surprise you are working today..."

    It never occurs to them that the reason I'm working on that day is because they chose to be scheduled that day...
     
  19. hilmar2k

    hilmar2k Hall Of Fame

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    Mar 18, 2007
    I would never schedule an install for a holiday or weekend. A service call...maybe. But a generous tip would be in order.
     
  20. amorse2183

    amorse2183 Legend

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    May 24, 2006
    you don't call McDonalds days ahead of time and tell them you want a specific order and have them give you a time frame to pick it up, or deliver it to you. In South Korea, McDonalds does deliver, but not in USA.

    I've commented on a few threads like this in my time on here. Again, I do have sympathy for the installer as they are overworked. But they are being paid. The OP had to take a day off work and that's unfortunate. Some people work every day. What if he worked a 12 or 16 hour shift? I don't think they schedule appointments at that time.

    I don't know about 6 months free service, but a credit equal to the money lost for missing a day of work, and also the day he will have to miss to reschedule later would be nice. He won't get that, but $15 a month isn't enough either.

    in the end, it is unacceptable if the installer is either late or doesn't show up for ANY reason no matter what it may be (busy, didn't have proper equipment, difficult install at other locations, drunk off their ass, laziness).

    the reason they aren't there is NOT my problem. The only thing that matters to me is that I wasted an entire day waiting for something I already paid for and still don't have it. The arrogance of the install companies blows my mind. I would never miss a client meeting. Do you know why? because if I did they wouldn't be my client anymore.
     

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