Firstly... by moving the thread to the DirecTV forum...
You basically have 5 options:fieldsg22 said:Question: What would you do if you found out the scheduled appointment you had for an installation got cancelled without your knowledge? I called on 8/18 to move my service to a new address. I was told my appointment would be for 8/25 between 8-noon, and got an email with a confirmation number. I called back last night to ask about running another line in my house (did I need to or did the tech do this). While on the phone I found out that my ordered was cancelled due to the information entered by the agent being wrong. So, DirecTV cancelled my order, and reentered. Upon reentering the order my time slot got taken, so, I did not have one scheduled. I was never called, emailed, or in anyway told my order was cancelled. So, I rescheduled because I was told ever :07 a customer signs up for DirecTV. My reschuduled appt is now for 9/9 - 2 weeks later. So, I called DirecTV back to get my original time I was promised with an email and confirmation #, but I am told that there is nothing they can do. I have to wait until 9/9. Well, I could take off work and get to my house before 4 for an install on 9/7, but seeing how this is not my fault I do not want to. I have spoken with 8 different ppl at the office, and they all say that it is DirecTV fault, but there is nothing they can do to get my install done. They can credit my account, but what good does that do when I have to wait another 2 weeks for TV? I called other providers, and they can have a tech out sooner than DirecTV. I had internet installed in 2 days after the call was made.
So, now my family has to not have TV for 2 weeks because DirecTV admits it is thier fault, but is unable to rectify the mistake. What kind of company is unable to correct a mistake like this? Seems to me that customer's are not valuable to DirecTV if they get a new customer every :07 seconds.
How would you handle this?
Apparently they CAN bump someone else to get them scheduled because that looks like what happened.Shades228 said:You basically have 5 options:
Take some credit accept the date and wait two weeks
Don't take credit wait 2 weeks
Find a local installer ,who you'll have to pay out of pocket, to do it sooner
Sign up with someone else and cancel your service
It sucks but they can't bump someone else just to get you scheduled. You could look online to see if other dates open up. This is the busiest time of the year for moves and new installs which take a lot more time than just an upgrade.
What information was entered that was wrong?While on the phone I found out that my ordered was cancelled due to the information entered by the agent being wrong.
Neither link works for me.fieldsg22 said:
Simple. You accept the fact that DirecTV is just a bunch of humans, just like any other company, and they make mistakes. You can scream at them if that makes you feel better, but would it be fair to some OTHER customer to yank their appointment just to give you one? It is the way it is.fieldsg22 said:I called other providers, and they can have a tech out sooner than DirecTV. I had internet installed in 2 days after the call was made.
How would you handle this?
If the installers are all booked, do you feel it is fair that someone else gets their appointment taken away from them so you could get THAT appointment?fieldsg22 said:Finding a local installer to do it means I pay, and I should not have to since I did not mess up my order. I know this is an option, but not one I should be punished for.
+1. Tell them what happened and as a result of the error, you won't be able to get an install for two weeks. Ask them to assist you with getting an earlier installation. Other people have reported getting answers from that office on the weekends. Alternatively, you can go to this page and provide the same information: http://www.directv.com/DTVAPP/global/contentPageIFnorail.jsp?assetId=P4960016#h:557.926Old_School said:Try sending an email to [email protected]
I had a friend with a issue like yours, contacted them at 3:00PM on a Friday and later that evening about 830PM he got a phone call. They had a tech out the next day...
Not saying that's what would happen for you but, they have a way to pull strings...
That doesn't look like what happened at all. His install was cancelled, so there was no appointment to bump.ghostdriver said:Apparently they CAN bump someone else to get them scheduled because that looks like what happened.