[Chesney09]

I am just going to RANT and vent off my experience with my HR10-250, 6.3a-b, and D*. I have an HR10-250 that I dished out $500 like many others here. GREAT box. Until 6.3a. Fox OTA drop outs, lock ups, etc. I followed the issue and kept quiet until about a month ago. I called into D* to express my disatisfaction and to inquire when the issue would be resolved. I was told it was a known issue and there was no known timeline. She did offer to 'upgrade' the receiver to the HR20 for $99. I told her that I would like to have the HR20 to compare to the HR10 and was willing to swap my H20 Hd receiver on my other HD TV to try out. I also even upgraded my service the top Tier Plan. The CSR did comp me $20 a month for 6 months. When I told her that I would take the HR20, she then realized that I get on the list. I did.

Dec. 20 I was called that the HR20 was available. I called in an ordered it for the $99 (which actually would be handeled as a 300 charge and then 100 credit for 2 months.) The order went fine and I was told I would be called within 72 hours to set up the install. Well, that was Dec 20 and with today passed... Jan 5th with no call. Go figure.

Today I came home to find my HR10-250 sitting and trying to aquire the satellite info but unable to do so. I tried rebooting, etc. I would just end up at the 'aquiring satellite info'. I called into D* and the nightmare began. I ended up in Tech Support and came to the his conclusion that he could not determine if it was a Signal issue or a Receiver issue, but a truck dispatch would be needed. Signal issue? I worked fine until the receiver rebooted with 6.3b?!? He then told me it would cost $70 for the truck since I had no protection plan. What protection plan?!?! i have NEVER been offered one... nor did I know I should need one since all my equipment is on their GREAT lease plan. I told the Tech Support to transfer me to cancellations. I had had enough.

To shorten a long story... I ended up in retentions and was told he had the power to provide free service... then got cancelled to.. I don't know where... And when she 'martha' picked up she said.. "I see you are looking to cancel your service." I replied yes, I am not a happy camper... On old again and transferred?!?! I got 'Brandon' and he was very sympathetic and assured me he would help get me scheduled for a repair call AND to get my HD DVR installed at the same time. Ok... I'll go with it.. He contacted the scheduling dept and spoke with "LaQuesha", came back to me and said she would be able to take care of me.

Oh sweet "LaQuesha".. after "Brandon" drops off the call.... Looks into her schedule and proceeds to tell me that she is very sorry but does not have any appointments available and has no idea when one would be available. HUH?!?!?
She explained that during and after the Holiday, a large number of D* techs quit and that was the reason for no availability for Appts at this time. WHOA! You got to be kidding me! I told "LaQuesha" That was enough.. You can transfer me back to Cancellations(retentions). She proceeds to rant that You can't cancel as you are in a contract. I replied, I can cancel and pay the $300 if I so wish. She says.. "Well.. you are happy to spend $300 to cancel your service?" I told her that, at this point, it would be the smartest $300 for me to spend since I am not getting the service I am paying $100 a month for. She replied "You have fun wasting your $300" and then conveniently hung up on me. I called back into cancellations and got "Rebecca". I explained, once again, the situation and I now have an Appt for tomorrow, Jan 5th, 12-4 for a repair visit. 4 hours on the phone to get to that.

Anyone have the Address to the CEO's address at D*? I'd really like to share my experience with someone up there. I think D* is starting to have some serious issues and a severe lack of vision as to what is important here.

I like D*, and have for 4-5 years. But in the past year.. With the Lease Program forced onto us, and my experience with handeling a problem (My first by the way), I am not at ALL impressed or happy with what I am paying $110/month for. (Not including Sunday Ticket, and the new Nascar Program I ordered.)

D*... What is going on?!?!?!
Please don't kill my D*Tivo! It is the ONLY thing keeping me there.

 

[DawgLink]

Ouch. Not good. Just set a date today for my H20 to be installed

 

[Pink Fairy]

Here is the addy that I have when I needed to write and asked for corporate office
Customer Service
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

 

[Chesney09]

Here is the addy that I have when I needed to write and asked for corporate office
Customer Service
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

That's the same Addy I got when I asked. She actually wanted to transfer me to a Supervisor, but I said that I would really prefer to write a letter to D* that someone that cares and can have some influence as to what is going on, will read it. .... Maybe... One can hope.

 

[Chesney09]

Well,, To update my RANT and experiences..
The Tech came out to my house yesterday right at Noon.(appt was 12-4) so that was cool. The Tech checked everything out and adjusted the Satellite, added another monopole to it. So When he was finished with that, I asked, where is the HD DVR that you were supposed to bring. Guess what.. He didn't have it. Said he only does repairs. I SWEAR D* told me the other night (see above post) that it shouldn't be a problem and she added it to the work order.
I asked the Tech that was here... If my HR10-250 HAD been the issue and not the Signal levels from the Sat. Dish, what would have happened? He said that I would have had to call back into D* to arrange a new receiver be sent out. HUH??! So a Tech will come to your house for a service call WITH NO HARDWARE? AND they wanted to charge me $70 for the Repair Call? How SAD!
Luckily it was not my receiver (which is actually really strange since it worked fine before the 6.3b update).
So.. I am back at square 1. I called back into D* and got the "You'll get a call in 2-3 weeks to set up your install for the HD DVR.

I Give Up. I'd dump this crap in a second if I wouldn't have to pay the $300 and go to Cable.

If you are looking at D* as a provider. Try Cable first. There's minimal install outlay, no commitment, and you may find better service that D*.

I have been with D* for a number of years. Their service has SERIOUSLY gone downhill from what it was to where it is now.

 

[TheYoke]

Im in SE MI too, and I believe "laQuisha" works for Midworst Micro. Man, I had issues too. She is a tool, even called me on my 4th install day while the tech was half done with the job and said my tech had an emergency and couldn't make it that day...what a joke..he was there for an hour already...
...on the flip side...all the trouble i had to get the HR20, all the trouble I have had since getting it (buggy)...I still won't goto cable...I really like the picture, I am getting used to it's quirks, and at least for the first year, am getting it at a good price....time will tell later when they add the extra HD content, but the locals rock.

The CS at D* is spotty at best and it is sometimes better to just hang up and redial to get a different agent. GL
TheYoke

 

[serenstarlight]

This will be directed to the Office of the President. That other customer service address is just for general correspondence.

Office of the President
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

 

[etchasketch]

Chesney09:

Just to confirm what others have posted (above), that is the correct address, but, as noted by serenstarlight, you should send to Office of the President, not general Customer Service.

FWIW, I can't recall where I found the names, but, you might send ATTN to the CEO and President, Sales and Service names (see below). I doubt either officer reads their own mail, but it can't hurt ...

~ ~ ~

OFFICE of the PRESIDENT
DirecTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

RE:
account # XXXXXXX / order - confirm #XXXXXXXX

ATTN:
Chase Carey, President and Chief Executive Officer
John Suranyi, President, DIRECTV Sales and Services

 

[Dave_S]

Chesney09:

Just to confirm what others have posted (above), that is the correct address, but, as noted by serenstarlight, you should send to Office of the President, not general Customer Service.

FWIW, I can't recall where I found the names, but, you might send ATTN to the CEO and President, Sales and Service names (see below). I doubt either officer reads their own mail, but it can't hurt ...

~ ~ ~

OFFICE of the PRESIDENT
DirecTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

RE:
account # XXXXXXX / order - confirm #XXXXXXXX

ATTN:
Chase Carey, President and Chief Executive Officer
John Suranyi, President, DIRECTV Sales and Services

Just out of curiosity, can any of the CSRs on the board tell us if these types of letters get read by anyone that can do anything other than send the typical "We are looking into this" form letter?

 

[etchasketch]

Dave_S:

irt: does anyone read the mail, and respond let alone by anyone that can do anything?

Apparently the answer is NOT. There has been ample time to reply, even given the Holiday / mail-days / funeral day. So, while it felt good to write it, I guess it just doesn't matter how one handles svc issues.

I'm gone after a few calls: billing (take off auto-pay) and my CC co. (block). See you all in another dimension :eek2:

e

 

[ralphfurley]

forget mailing a letter to that Colorado address. try this:

google "DIRECTV" and "EL SEGUNDO CALIFORNIA"

you will find a D* corp page with phone number. Call and ask to speak with someone in Chase Carey's office. Be polite. You will get results. I did.

 

[etchasketch]

thanks ralphfurley ... a good idea that. Reality is, just on principle I'm prolly done with this company. I am set for install Friday (assuming some of the hang-ups on my machine were not bots trying to resched.).

Think I'll run it down to the wire and make a last minute decision. All I ever wanted was the install, hardware and service. I was not treated well and tend to vote with my feet and wallet (and the occasional post on forums).

But, maybe I'll ask to have someone in his office, or heck, even Chase give me a call ... just for ole time sakes ... since we almost but not quite made our ten year anniversary.

Geez, and I didn't get them anything, sposed to be tin or aluminum, right? Can 'o beer and a spitoon? :scratch:

e

 

[Chesney09]

Still no contacts from D*. I called today.. Been hung up on once by candace. called back and got another and was told that they have none and have no installations.
Asked to be transferred to Cancellations. Spoke with Shane and explained it to him. He said he'd help and didn't understand what the issue was as he has been able to schedule installed. I told him, look.. Cancelling is not my preferred solution but I can;t get anyone to help me spend my money at your company. I explained.. I really am wanting the Nascar Hot Pass (which I really do) but I can't even get the hardware needed. He just transferred me back to Installations. I got another (missed her name) and explained the dang situation with her.... He said.. there are no HD DVRs in stock. I asked her.. then why did D* call me that it was available, why was I told I could order it due to it being available, why was i told I would be called to schedule the install in 2-3 days? Why was i told that the Tech that was coming to my house would bring it with him to take care of a repair as well as the install? Well.. She put me on hold as she said she would look into it. I sat on hold for 30 minutes and was disconnected again.

So it seems the issue is growing.. and they are just resorting to hanging up. I think I should just Block the charges and start the process of cancelling. My alternatives are slim though.

 

[etchasketch]

Winding down here Chesney09.

I have received no reply to my hard copy letter, so registered online to "manage your account" and verified the billing was correct. Though my letter of 12/30 asked they revoke any / all pending upgrades / changes to my account, I was scheduled for install tomorrow.

The Dtv website was glitching, serving an error msg when I tried to make changes, so I phoned (sigh). After a record short wait on hold I was well cared for in billing (turning off the auto-pay billed to cc) and the helpful young lady took her time to answer my questions about effective billing date, and whether we are charged in advance or arrears.

Another short wait in the cue and I was talking to Installation Services. My change to no change (requested prior) were honored with no hassles, no hard sells, no problemos. Essentially I am back to where I was before getting on this crazy merry-go-round (no contract, no sat HD). Curious ... instead of frustrating I find it strangely refreshing.

So, tabla rassa. I am looking over options again. I have locals to tease in HD and some good signal leaking through the cable connection (found by the HDTV tuner). Think I may spend more money with Comcast. I like the current promo, the programming and ease to turn on, tune in, and make changes in future (with no contract).

Spose it will be more of the same, just a new name (though the nice young lady assured me DVRs are on the trucks).

Good Luck,
e

ps - the sys is not updating apparently, came home to learn there had been a call from the actual installer! So, as a courtesy, I called to make sure they don't roll a truck to my house.

 

[Chesney09]

I am really bummed. I like D*s product. I have no complaints over the channels, PQ, or really.. even the price I pay for it. ( Top Tier of programming, HD, and Tivo).

What is so damned frustrating is that I am calling in to spend moree money with them. I want to subscribe to the Nascar Hot Pass. I don;t care for the upfront fees for the receivers.. Nor do I care for the 2 year lock in.. But I can deal with all that if I receive descent customer service. I don't expect to be treated as their only customer or even an important one. I just want to be treated fairly. I don't, at all, accept being lied to, hung up on, etc.
They have some VERY serious customer relations issues that are growing. it's apparent as the CSR's are more readily apt to just put you into HOLD oblivion or hang up on you, and obviously lie to you.
The crappiest part... I have NO recourse. NO ONE cares. Rententions TALK a good game but will just quickly transfer you to another dept. ( I am sure they are rated on how many calls they take and actually don't cancel).

I have spent more hours on the phone just trying to get a damned HD DVR that they called me to buy, that I ordered (knowing is loaded with problems), that I even already paid for. I just don't get it. I am REALLY bothered that I am paying $100+ a month and the company's representatives LIE and HANG UP on me.

I started to write a letter, but I already know, it is going to go with no reponse.. Just more wasted time.

 

[etchasketch]

Chesney09: you are singing to the choir, different lyrics, same tune :nono:

I still hold that customers (using the term WAY loosely) are part of the problem, creating self fulfilling chaos, then blaming others, then wanting ever more, in an endless cycle. Though I have had no phone drop-outs (since 12/21 with the Chicago sat install co.), it doesn't surprise me a bit.

That gimme-gotcha thread here feeds the frenzy and is counter-productive (for Dtv and this forum purpose).

e

 

[Lord Vader]

Chesney09:

Just to confirm what others have posted (above), that is the correct address, but, as noted by serenstarlight, you should send to Office of the President, not general Customer Service.

FWIW, I can't recall where I found the names, but, you might send ATTN to the CEO and President, Sales and Service names (see below). I doubt either officer reads their own mail, but it can't hurt ...

~ ~ ~

OFFICE of the PRESIDENT
DirecTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

RE:
account # XXXXXXX / order - confirm #XXXXXXXX

ATTN:
Chase Carey, President and Chief Executive Officer
John Suranyi, President, DIRECTV Sales and Services

You want to make sure the president reads it? Then send it via Certified Mail Return Receipt Requested, Restricted Delivery. This means that ONLY the addressee may sign for it.

I did this once about a year ago when I sent a letter to Comcast's CEO Brian Roberts due to major problems I had with my Internet service. The return receipt came back with his signature, and a few days following that I got a call from a Comcast executive in the Oak Brook, Illinois office (about 6 miles from where I live). He told me he was specifically directed to contact me. Now, every time I have a problem, I inform this guy of it in addition to customer service.

This executive has been EXTREMELY helpful. Plus, he gives me credits up the ying yang. In fact, I won't be paying for Comcast Internet until May.

 

[etchasketch]

Hmm, good advise Lord Vader! I have never heard of the restricted delivery part (did all the rest though).

I wrote a detailed account, leaving out only date, time of call, employee names and numbers (though I have them and nearly added a page for footnotes). The fact I have recived no reply of any kind makes me less likely to retain service with their company, let alone buy more and become constrained by contract obligation.

Scary how we all go round the same circles ... CCast made a mess of my perfectly good cable install last summer. I'd called, just to give 'em a heads up, about a damaged nearby pole (having nothing to do with my service). Confused tech started rewiring my svc on site. Big mistake.

[note to self: never allow any service tech on your property without being there to observe]

Resolving glitchy connectivity took > a month to correct (now fine, back in the groove, 5x5).

e

 

[Newshawk]

Careful, Lord Vader... methinks that Brian Roberts is actually the Emperor... in which case you serve at his pleasure only.

 

[Lord Vader]

Careful, Lord Vader... methinks that Brian Roberts is actually the Emperor... in which case you serve at his pleasure only.

http://www.starwars.stopklatka.pl/sounds/obey.wavIndeed.