[aramus8]

I switched to D* from E* two months ago because E* missed two appointments for an upgrade. I've been happy with D* and the HR20 until I got my second month's bill. When I signed up, I took the Total Choice Premiere package and the HD package and was told I would get a $22 a month credit for 12 months. I was then told it would be three weeks before I could get an install. Since I had install problems with E*, I told the CSR that if it took that long I would just stay with E*. The CSR then said that if I went to one of their web site's I could get another $10 a month off coupon for having to wait for an install. I agreed and finished the sign-up.
My first bill showed the $22 credit, but nothing for the $10 credit which I figured they hadn't processed yet. My second bill showed only the $10 credit, but no $22 credit. I called D* today and talked to a CSR who agreed that wasn't right. She told me she put in a service notification and I would need to call back in 7 to 10 days to verify. Shouldn't they be calling me? Why would I have to be the one to call back when it is D*'s error. Is this standard procedure?
I'm beginning to have buyers remorse about switching to D*. At least E* never messed up their billing. Cable is not an option as our cable company is the one that bought the smaller systems Cox didn't want anymore. They don't even have high speed internet let alone HD. I'm about to give up on TV and go back to radio, would save over $1000 a year.

 

[JLucPicard]

I think in situations like this (and not even exclusively with D* but other service providers as well in other indistries) it's not all that unusual for them to submit what they need to do to get the situation taken care of, but it would be up to you to check back to make sure that it was actually completed. Some places call back, and even D* does in certain situations, I think, but due to the volume of problems they handle, it's not uncommon to leave it to the subscriber to follow up to make sure the problem was handled to their satisfaction.

 

[aramus8]

A DirecTv rep did call me back today on this issue after I e-mailed them yesterday and it has been resolved. It was a billing error and they are fixing it. The first CSR should have transferred me to installation. My original reason for switching to D* has been confirmed, better customer service than E*. There is a night and day difference between the two and D* is the one that shines.

 

[JLucPicard]

Sweet. I haven't done it myself, but I've read here that when people submit an e-mail, if there is a reason for them to call you they more often than not actually call. Glad they took care of it for you!

 

[HDTVsportsfan]

A DirecTv rep did call me back today on this issue after I e-mailed them yesterday and it has been resolved. It was a billing error and they are fixing it. The first CSR should have transferred me to installation. My original reason for switching to D* has been confirmed, better customer service than E*. There is a night and day difference between the two and D* is the one that shines.

Good to see some good news every now and again.
Welcome to the "other" side.