Hmmm, things are not making sense here... ummmm... I don't think DirecTV installs anything less than a 3 LNB Dish now, most new installs or movers are with the AT-9 5 LNB dish or new 5 LNB Slimline. They will not activate any HD receiver with a 1 LNB dish... Gosh are you sure you spoke to DirecTV???:eek2:JakeSimpson said:Man. I've had the crappiest time trying to get DirecTV to actually do an install at my new location.
Wanna hear the story? I hope you are sitting comfortably, cos it's a long one.
I recently moved from CA to AZ - job and stuff. I deactivated my directTv account for a while, while I settled, found an apartment, sold the house in CA etc.
So I finally settle and now I want to get the free movers installation. In the interim I've also tracked down and bought an HD DirectTivo (the H10-250 - hard to find those are).
So when I call DirecTV to get the movers installation, would they do a straight HD installation? They would not. Since I didn't have HD equipment on my account they said "You don't have any, so no HD installation for you. You'll just have to get a standard install, then upgrade it later". "What, so you'll send a guy out here, install a standard dish, then send another guy out here a bit later to remove the dish and install an HD one? That makes no sense!".
But that's all they could do. The lady on the phone empathised, but computers, don'tchaknow?
Now, I should clarify that the reason I hadn't activated my HD equipment was a) my account was suspended anyway and b) when I bought it, I had bought a floor model, with no access card, and the machine was still on the Electronics Co's account. I had to get a new access card, and persuade the Electronics company to release the machine from their account, all of which was taking time.
So anyway, we make an appointment for the following Monday, and indeed the installation company here in AZ did call me on Saturday to make the Monday appointment. Monday morning rolls around. No installer.
Well great. One wasted morning
So I get on the phone - "Oh we do apologise, don't know quite what happened there. How about Wednesday Afternoon?". Ok, lets just get this rolling.
Wednesday arrives, and with it an installer. Can he do the job? No. He requires a "non pentrating mount" plus he also needs more equipment to run the cables through walls, since this is an apartment building and making excess holes is frowned upon, plus where the TV's are against internal walls only.
Then it starts. "Oh the mount and wall running of cables will cost you, sir." "What? This is supposed to be free! DirecTV makes a point of advertising it that way!".
"Yes - cough - they do say that, but it's not. Sorry about that".
So anyway, I say "Just get it done and I'll moan at DirectTV about this cost directly, since they are the ones advertising it's free".
The tech can't finish the install, but promises to get the installer to reschedule (again) for friday.
Thursday night arrives and with it a phone call at 10pm. "Installers here. We don't have any non penetrating mounts. The earliest the vendor will have them is Next Tuesday. Do you want to re-schedule".
Oh for gods sake. No, when you have them in stock, just call me ok? At this point even if we did make an appointment the way my luck is running they won't be in on Tuesday.
So friday comes around and at 8am I get a knock on the door. A directTV installer. What's he doing there? Come to install your dish. Really? Got the non pentrating mount? Got the equipment to drop cables through the wall? No.
Well, with respect, why not? It was made clear earlier in the week this equipment would be required - why don't you have it? No idea.
Terrific.
So the afternoon arrives, and with it, finally the access card and the ability to activate my HD equipment, so hopefully I can reconfigure my Movers Install to be an HD install.
I call DirectTV. Again. And like every other time, I sit on hold for about 20 mins.
This time I'm told "well, sure, I guess we can do that. I'll see what I can do".
"ahh, yes, we can do that. Only trouble is, the first appointment I can get is for November 27th". Bearing in mind this date was October 13th, my response was a predictable Do what??
However, I am assured that that date is purely to get me in the system. They would escalate my appointment and it would be promoted immediately, and I would get an appointment within the week. I am assured of this, even though I am pretty uneasy about this, since if this slips through the cracks, - as was more than likely given the quality of service I'd already had -, I would be waiting till November 27th for an appointment.
I am guaranteed this would not be the case. Given I don't really have much choice, I go with it.
Sure enough, the next day I am called by the installers. Turns out this is a different company from the original installers. This one is called IronWood or somesuch.
The lady - called Melissa- that calls explains that they can do an appointment for that Tuesday, but that they'd need me to redo the movers installation appointment via DirectTV, get the job number, then they (the installation company) could attach the HD upgrade job theyd received to that, and all would be well.
Yet another phone call is required to DirectTV. Ok, I'm game. I call, and do the inevitable 25 minute wait. Eventually I get to Movers Installation, make a new appointment, get the job ID, and then call young Melissa back at Ironwood with those details.
She seems a bit confused by the Job ID number, but tells me I have an appointment on Tuesday for the total job to be done, and we are done.
I put the phone down secure in the knowledge that finally, we are there.
Tuesday comes around. Do you think the installer did? Hands up all those that think he did? Yeah, you guys. I have a bridge I'd like to sell you.
No, he didn't. I call Ironwood. "Where is he?". "Oh, sorry sir, that appointment was never ratified. We didn't get the Mover Installation job details."
"What? I did exactly as was asked, and was guaranteed an appointment on Tuesday".
"Well, I don't know what to say. The job here says November 27th and there's no way to get an earlier appointment".
At which point I start to lose it a little. I ask to speak to her supervisor, am put on hold for 20 mins, at which point I call Ironwood again.
This time I speak to someone else who understands and wants to fix it. We do a conference call with DirectTV, which she screws up by disconnecting the DirectTV person - after, it has to be said, being on hold for 20 mins while she waits to get through to someone else. So we do it again. This time she manages to disconnect me, again, after a 20 minute wait.
So I call again. This time I just go directly to a supervisor because this is getting ridiculous.
The supervisor doesn't want to know. If you have a problem, call DirectTV. Your appointment is November 27th, tough ****, have a nice day.
I ask to speak to her boss, and her response to that is to put the phone down on me.
So what to do now? Well, yet again I dial 1-800-DirectTV. After getting through to a Movers Installation Supervisor, this time I just say "look, fix it or I'll eat the cost of the HD Tivo and I'll got to Cox instead".
It turns out that the person who constructed the movers order I had called for on Saturday had not done so competently, and missed the billing segement, or some such - the practical upshot of which was that there was no Movers Installation scheduled.
In order to fix this, apparently the order has to be sent off to another department, who will take 5-7 days to return it fixed.
At that point I then, Joy of Joys, get to deal with IronWood again, trying to get an earlier appointment.
This is where I'm at right now.
As I see it, so far I've had two missed appointments, equal to one full day of salary. I'm apparently expected to wait till November 27th (over 6 weeks away) for an HD install, even though I was guaranteed that would not be the case by DirectTV.
I've spent over 7 hours on the phone (mostly just on hold) and so far I've no installation appointment in sight.
Plus, when it does happen, I have to pay for my own mount, plus $60 per hour for the guy to run cables, even though DirectTV says "Moving Installation is Free!". They even say that on their phone hold message.
I think enough is enough. I need to talk directly to John Shelton or John Suranyi because this is now totally out of hand, and of course no one at DirectTV will tell me how.
So I appeal to you guys. Anyone know what the email format is for DirecTV?
How to Contact DirecTV VP/ Execs?
Man. I've had the crappiest time trying to get DirecTV to actually do an install at my new location.
Wanna hear the story? I hope you are sitting comfortably, cos it's a long one.
I recently moved from CA to AZ - job and stuff. I deactivated my directTv account for a while, while I settled, found an apartment, sold the house in CA etc.
So I finally settle and now I want to get the free movers installation. In the interim I've also tracked down and bought an HD DirectTivo (the H10-250 - hard to find those are).
So when I call DirecTV to get the movers installation, would they do a straight HD installation? They would not. Since I didn't have HD equipment on my account they said "You don't have any, so no HD installation for you. You'll just have to get a standard install, then upgrade it later". "What, so you'll send a guy out here, install a standard dish, then send another guy out here a bit later to remove the dish and install an HD one? That makes no sense!".
But that's all they could do. The lady on the phone empathised, but computers, don'tchaknow?
Now, I should clarify that the reason I hadn't activated my HD equipment was a) my account was suspended anyway and b) when I bought it, I had bought a floor model, with no access card, and the machine was still on the Electronics Co's account. I had to get a new access card, and persuade the Electronics company to release the machine from their account, all of which was taking time.
So anyway, we make an appointment for the following Monday, and indeed the installation company here in AZ did call me on Saturday to make the Monday appointment. Monday morning rolls around. No installer.
Well great. One wasted morning
So I get on the phone - "Oh we do apologise, don't know quite what happened there. How about Wednesday Afternoon?". Ok, lets just get this rolling.
Wednesday arrives, and with it an installer. Can he do the job? No. He requires a "non pentrating mount" plus he also needs more equipment to run the cables through walls, since this is an apartment building and making excess holes is frowned upon, plus where the TV's are against internal walls only.
Then it starts. "Oh the mount and wall running of cables will cost you, sir." "What? This is supposed to be free! DirecTV makes a point of advertising it that way!".
"Yes - cough - they do say that, but it's not. Sorry about that".
So anyway, I say "Just get it done and I'll moan at DirectTV about this cost directly, since they are the ones advertising it's free".
The tech can't finish the install, but promises to get the installer to reschedule (again) for friday.
Thursday night arrives and with it a phone call at 10pm. "Installers here. We don't have any non penetrating mounts. The earliest the vendor will have them is Next Tuesday. Do you want to re-schedule".
Oh for gods sake. No, when you have them in stock, just call me ok? At this point even if we did make an appointment the way my luck is running they won't be in on Tuesday.
So friday comes around and at 8am I get a knock on the door. A directTV installer. What's he doing there? Come to install your dish. Really? Got the non pentrating mount? Got the equipment to drop cables through the wall? No.
Well, with respect, why not? It was made clear earlier in the week this equipment would be required - why don't you have it? No idea.
Terrific.
So the afternoon arrives, and with it, finally the access card and the ability to activate my HD equipment, so hopefully I can reconfigure my Movers Install to be an HD install.
I call DirectTV. Again. And like every other time, I sit on hold for about 20 mins.
This time I'm told "well, sure, I guess we can do that. I'll see what I can do".
"ahh, yes, we can do that. Only trouble is, the first appointment I can get is for November 27th". Bearing in mind this date was October 13th, my response was a predictable Do what??
However, I am assured that that date is purely to get me in the system. They would escalate my appointment and it would be promoted immediately, and I would get an appointment within the week. I am assured of this, even though I am pretty uneasy about this, since if this slips through the cracks, - as was more than likely given the quality of service I'd already had -, I would be waiting till November 27th for an appointment.
I am guaranteed this would not be the case. Given I don't really have much choice, I go with it.
Sure enough, the next day I am called by the installers. Turns out this is a different company from the original installers. This one is called IronWood or somesuch.
The lady - called Melissa- that calls explains that they can do an appointment for that Tuesday, but that they'd need me to redo the movers installation appointment via DirectTV, get the job number, then they (the installation company) could attach the HD upgrade job theyd received to that, and all would be well.
Yet another phone call is required to DirectTV. Ok, I'm game. I call, and do the inevitable 25 minute wait. Eventually I get to Movers Installation, make a new appointment, get the job ID, and then call young Melissa back at Ironwood with those details.
She seems a bit confused by the Job ID number, but tells me I have an appointment on Tuesday for the total job to be done, and we are done.
I put the phone down secure in the knowledge that finally, we are there.
Tuesday comes around. Do you think the installer did? Hands up all those that think he did? Yeah, you guys. I have a bridge I'd like to sell you.
No, he didn't. I call Ironwood. "Where is he?". "Oh, sorry sir, that appointment was never ratified. We didn't get the Mover Installation job details."
"What? I did exactly as was asked, and was guaranteed an appointment on Tuesday".
"Well, I don't know what to say. The job here says November 27th and there's no way to get an earlier appointment".
At which point I start to lose it a little. I ask to speak to her supervisor, am put on hold for 20 mins, at which point I call Ironwood again.
This time I speak to someone else who understands and wants to fix it. We do a conference call with DirectTV, which she screws up by disconnecting the DirectTV person - after, it has to be said, being on hold for 20 mins while she waits to get through to someone else. So we do it again. This time she manages to disconnect me, again, after a 20 minute wait.
So I call again. This time I just go directly to a supervisor because this is getting ridiculous.
The supervisor doesn't want to know. If you have a problem, call DirectTV. Your appointment is November 27th, tough ****, have a nice day.
I ask to speak to her boss, and her response to that is to put the phone down on me.
So what to do now? Well, yet again I dial 1-800-DirectTV. After getting through to a Movers Installation Supervisor, this time I just say "look, fix it or I'll eat the cost of the HD Tivo and I'll got to Cox instead".
It turns out that the person who constructed the movers order I had called for on Saturday had not done so competently, and missed the billing segement, or some such - the practical upshot of which was that there was no Movers Installation scheduled.
In order to fix this, apparently the order has to be sent off to another department, who will take 5-7 days to return it fixed.
At that point I then, Joy of Joys, get to deal with IronWood again, trying to get an earlier appointment.
This is where I'm at right now.
As I see it, so far I've had two missed appointments, equal to one full day of salary. I'm apparently expected to wait till November 27th (over 6 weeks away) for an HD install, even though I was guaranteed that would not be the case by DirectTV.
I've spent over 7 hours on the phone (mostly just on hold) and so far I've no installation appointment in sight.
Plus, when it does happen, I have to pay for my own mount, plus $60 per hour for the guy to run cables, even though DirectTV says "Moving Installation is Free!". They even say that on their phone hold message.
I think enough is enough. I need to talk directly to John Shelton or John Suranyi because this is now totally out of hand, and of course no one at DirectTV will tell me how.
So I appeal to you guys. Anyone know what the email format is for DirecTV?
Wanna hear the story? I hope you are sitting comfortably, cos it's a long one.
I recently moved from CA to AZ - job and stuff. I deactivated my directTv account for a while, while I settled, found an apartment, sold the house in CA etc.
So I finally settle and now I want to get the free movers installation. In the interim I've also tracked down and bought an HD DirectTivo (the H10-250 - hard to find those are).
So when I call DirecTV to get the movers installation, would they do a straight HD installation? They would not. Since I didn't have HD equipment on my account they said "You don't have any, so no HD installation for you. You'll just have to get a standard install, then upgrade it later". "What, so you'll send a guy out here, install a standard dish, then send another guy out here a bit later to remove the dish and install an HD one? That makes no sense!".
But that's all they could do. The lady on the phone empathised, but computers, don'tchaknow?
Now, I should clarify that the reason I hadn't activated my HD equipment was a) my account was suspended anyway and b) when I bought it, I had bought a floor model, with no access card, and the machine was still on the Electronics Co's account. I had to get a new access card, and persuade the Electronics company to release the machine from their account, all of which was taking time.
So anyway, we make an appointment for the following Monday, and indeed the installation company here in AZ did call me on Saturday to make the Monday appointment. Monday morning rolls around. No installer.
Well great. One wasted morning
So I get on the phone - "Oh we do apologise, don't know quite what happened there. How about Wednesday Afternoon?". Ok, lets just get this rolling.
Wednesday arrives, and with it an installer. Can he do the job? No. He requires a "non pentrating mount" plus he also needs more equipment to run the cables through walls, since this is an apartment building and making excess holes is frowned upon, plus where the TV's are against internal walls only.
Then it starts. "Oh the mount and wall running of cables will cost you, sir." "What? This is supposed to be free! DirecTV makes a point of advertising it that way!".
"Yes - cough - they do say that, but it's not. Sorry about that".
So anyway, I say "Just get it done and I'll moan at DirectTV about this cost directly, since they are the ones advertising it's free".
The tech can't finish the install, but promises to get the installer to reschedule (again) for friday.
Thursday night arrives and with it a phone call at 10pm. "Installers here. We don't have any non penetrating mounts. The earliest the vendor will have them is Next Tuesday. Do you want to re-schedule".
Oh for gods sake. No, when you have them in stock, just call me ok? At this point even if we did make an appointment the way my luck is running they won't be in on Tuesday.
So friday comes around and at 8am I get a knock on the door. A directTV installer. What's he doing there? Come to install your dish. Really? Got the non pentrating mount? Got the equipment to drop cables through the wall? No.
Well, with respect, why not? It was made clear earlier in the week this equipment would be required - why don't you have it? No idea.
Terrific.
So the afternoon arrives, and with it, finally the access card and the ability to activate my HD equipment, so hopefully I can reconfigure my Movers Install to be an HD install.
I call DirectTV. Again. And like every other time, I sit on hold for about 20 mins.
This time I'm told "well, sure, I guess we can do that. I'll see what I can do".
"ahh, yes, we can do that. Only trouble is, the first appointment I can get is for November 27th". Bearing in mind this date was October 13th, my response was a predictable Do what??
However, I am assured that that date is purely to get me in the system. They would escalate my appointment and it would be promoted immediately, and I would get an appointment within the week. I am assured of this, even though I am pretty uneasy about this, since if this slips through the cracks, - as was more than likely given the quality of service I'd already had -, I would be waiting till November 27th for an appointment.
I am guaranteed this would not be the case. Given I don't really have much choice, I go with it.
Sure enough, the next day I am called by the installers. Turns out this is a different company from the original installers. This one is called IronWood or somesuch.
The lady - called Melissa- that calls explains that they can do an appointment for that Tuesday, but that they'd need me to redo the movers installation appointment via DirectTV, get the job number, then they (the installation company) could attach the HD upgrade job theyd received to that, and all would be well.
Yet another phone call is required to DirectTV. Ok, I'm game. I call, and do the inevitable 25 minute wait. Eventually I get to Movers Installation, make a new appointment, get the job ID, and then call young Melissa back at Ironwood with those details.
She seems a bit confused by the Job ID number, but tells me I have an appointment on Tuesday for the total job to be done, and we are done.
I put the phone down secure in the knowledge that finally, we are there.
Tuesday comes around. Do you think the installer did? Hands up all those that think he did? Yeah, you guys. I have a bridge I'd like to sell you.
No, he didn't. I call Ironwood. "Where is he?". "Oh, sorry sir, that appointment was never ratified. We didn't get the Mover Installation job details."
"What? I did exactly as was asked, and was guaranteed an appointment on Tuesday".
"Well, I don't know what to say. The job here says November 27th and there's no way to get an earlier appointment".
At which point I start to lose it a little. I ask to speak to her supervisor, am put on hold for 20 mins, at which point I call Ironwood again.
This time I speak to someone else who understands and wants to fix it. We do a conference call with DirectTV, which she screws up by disconnecting the DirectTV person - after, it has to be said, being on hold for 20 mins while she waits to get through to someone else. So we do it again. This time she manages to disconnect me, again, after a 20 minute wait.
So I call again. This time I just go directly to a supervisor because this is getting ridiculous.
The supervisor doesn't want to know. If you have a problem, call DirectTV. Your appointment is November 27th, tough ****, have a nice day.
I ask to speak to her boss, and her response to that is to put the phone down on me.
So what to do now? Well, yet again I dial 1-800-DirectTV. After getting through to a Movers Installation Supervisor, this time I just say "look, fix it or I'll eat the cost of the HD Tivo and I'll got to Cox instead".
It turns out that the person who constructed the movers order I had called for on Saturday had not done so competently, and missed the billing segement, or some such - the practical upshot of which was that there was no Movers Installation scheduled.
In order to fix this, apparently the order has to be sent off to another department, who will take 5-7 days to return it fixed.
At that point I then, Joy of Joys, get to deal with IronWood again, trying to get an earlier appointment.
This is where I'm at right now.
As I see it, so far I've had two missed appointments, equal to one full day of salary. I'm apparently expected to wait till November 27th (over 6 weeks away) for an HD install, even though I was guaranteed that would not be the case by DirectTV.
I've spent over 7 hours on the phone (mostly just on hold) and so far I've no installation appointment in sight.
Plus, when it does happen, I have to pay for my own mount, plus $60 per hour for the guy to run cables, even though DirectTV says "Moving Installation is Free!". They even say that on their phone hold message.
I think enough is enough. I need to talk directly to John Shelton or John Suranyi because this is now totally out of hand, and of course no one at DirectTV will tell me how.
So I appeal to you guys. Anyone know what the email format is for DirecTV?
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Hmmm, things are not making sense here... ummmm... I don't think DirecTV installs anything less than a 3 LNB Dish now, most new installs or movers are with the AT-9 5 LNB dish or new 5 LNB Slimline. They will not activate any HD receiver with a 1 LNB dish... Gosh are you sure you spoke to DirecTV???:eek2:JakeSimpson said:
Yes, I'm aware they use larger dishes, but they will *not* activate an HD set up without HD equipment being active on your account, at least not for a movers installation. Of that I am extremely sure, after the past couple of weeks worth of frustration.
hopefully this will help you out here is the number to customer retention 1-800-824-9081
and you can also try the Office of the president at 888-237-8327
and you can also try the Office of the president at 888-237-8327
Thanks, that phone number was what I was looking for!
I used Mover's Connection last spring and did not have HD equipment when I moved. When i setup my appointment for my new home, I purchased a H20 and when they came to install my D* they installed the AT9 5 LNB dish without any questions.
I think you just got a bad CSR!!!
I think you just got a bad CSR!!!
I am sorry, I like D* and everything but I would have called Cox on the second failed attempt. I know deep down that D* will be the best HD provider some day, but screw that. Sometimes D*'s customer service is just laughable.
You are correct, their "Best" customer service all depends on who answers the phone!! 
Well, I just thought I'd update this, my quest to get Direct TV HD.
So, as we left it last, I was waiting for them to get back to me on this "refactoring" of the original movers installation.
I waited a week, (the 5-7 days aforementioned), and despite the Movers Installation Supervisor I spoke to last time telling me someone would get back to me within 3 days, over a week went by (9 days) before I regained enough sanity and politeness to talk to a Direct TV Representive again.
So, I called Retention this time. The lady was helpful, listened to my lament and finally, after I had finished, said "Well, while you were talking I reset your appointment for Monday the 31st". "Oh", I say, "Of November?"
"No" she replies, "This coming Monday".
Well, blow me down! Then comes the kicker. Apparently it will actually be two appointments - one in the morning to install the traditional movers installation, then another in the afternoon to take that down and replace it with an HD installation.
Yes, stupid, but apparently there is no other way to do it.
I gave up. "Ok, either way, can we make sure the guy who comes comes with the right equipment to install a non penetrating mount, and to drop cables down the walls. I'll pay for it, whatever".
So we wait. We hear an automated message from Ironwood confirming my appointment with bated breath.
The guy arrives. Late it should be pointed out, and without the equipment I specified, but what the hell, arriving at all is a plus at this point.
Then the other shoe drops. In order to install my HD DirectTivo as well as my normal DirectTivo you need 4 lines. He can't get 4 lines in from the roof into my apartment because the conduit only takes 4 lines (in such a way as to make it impossible to push it through), and internally the conduit is already taken up by RF cable for Cable Television. And the apartment complex won't let me take it out.
Given that, he's also got not access to the roof to drop cables down the wall anyway, so the only way he can do it is to tack cables across the ceiling and down the wall, another Apartment complex no no (not that I would accept that personally anyway).
At this point I'm just going to give up on the whole thing. It's apparently beyond the ken of DirectTV / Ironwood installers, and my apartment complex is on the deal. I've had enough and dealt with enough morons for a life time.
Anyone want to buy an HD DirectTivo?
So, as we left it last, I was waiting for them to get back to me on this "refactoring" of the original movers installation.
I waited a week, (the 5-7 days aforementioned), and despite the Movers Installation Supervisor I spoke to last time telling me someone would get back to me within 3 days, over a week went by (9 days) before I regained enough sanity and politeness to talk to a Direct TV Representive again.
So, I called Retention this time. The lady was helpful, listened to my lament and finally, after I had finished, said "Well, while you were talking I reset your appointment for Monday the 31st". "Oh", I say, "Of November?"
"No" she replies, "This coming Monday".
Well, blow me down! Then comes the kicker. Apparently it will actually be two appointments - one in the morning to install the traditional movers installation, then another in the afternoon to take that down and replace it with an HD installation.
Yes, stupid, but apparently there is no other way to do it.
I gave up. "Ok, either way, can we make sure the guy who comes comes with the right equipment to install a non penetrating mount, and to drop cables down the walls. I'll pay for it, whatever".
So we wait. We hear an automated message from Ironwood confirming my appointment with bated breath.
The guy arrives. Late it should be pointed out, and without the equipment I specified, but what the hell, arriving at all is a plus at this point.
Then the other shoe drops. In order to install my HD DirectTivo as well as my normal DirectTivo you need 4 lines. He can't get 4 lines in from the roof into my apartment because the conduit only takes 4 lines (in such a way as to make it impossible to push it through), and internally the conduit is already taken up by RF cable for Cable Television. And the apartment complex won't let me take it out.
Given that, he's also got not access to the roof to drop cables down the wall anyway, so the only way he can do it is to tack cables across the ceiling and down the wall, another Apartment complex no no (not that I would accept that personally anyway).
At this point I'm just going to give up on the whole thing. It's apparently beyond the ken of DirectTV / Ironwood installers, and my apartment complex is on the deal. I've had enough and dealt with enough morons for a life time.
Anyone want to buy an HD DirectTivo?
I may be, but am I the only one here who thinks it's just a tad unreasonable to expect interior wall fishes in an apartment building? No offense, Jake.
Also, the free install, as I have always seen it, is worded as "free standard installation". I don't know EXACTLY what that entails because I have a feeling that some installers do things outside the standard sometimes without charging extra. Usually that means they drill through the exterior wall near the location of the receiver and seal around the cables. Wall fishes are generally extra anyway.
Also, the free install, as I have always seen it, is worded as "free standard installation". I don't know EXACTLY what that entails because I have a feeling that some installers do things outside the standard sometimes without charging extra. Usually that means they drill through the exterior wall near the location of the receiver and seal around the cables. Wall fishes are generally extra anyway.
Their own voice message while on hold says "FREE INSTALLATION" - they even use the "I love the way you move" song in the background.Also, the free install, as I have always seen it, is worded as "free standard installation".
There is no mention of standard anything, or potentially hidden costs. The fact that the first you find out about this as the contractor stands there with his hand out, and you cannot get service without this is inexcusable.
Free means free. It doesn't mean "with conditions etc" unless you make that extremely obvious up front.
Even retention basically says "Look, pay the contractor, call here and complain and we'll reimburse you".
So at that point they are prepared to make it free for those that complain.
Welcome to the D* Hsp installation network!JakeSimpson said:Man. I've had the crappiest time trying to get DirecTV to actually do an install at my new location.
Wanna hear the story? I hope you are sitting comfortably, cos it's a long one.
I recently moved from CA to AZ - job and stuff. I deactivated my directTv account for a while, while I settled, found an apartment, sold the house in CA etc.
So I finally settle and now I want to get the free movers installation. In the interim I've also tracked down and bought an HD DirectTivo (the H10-250 - hard to find those are).
So when I call DirecTV to get the movers installation, would they do a straight HD installation? They would not. Since I didn't have HD equipment on my account they said "You don't have any, so no HD installation for you. You'll just have to get a standard install, then upgrade it later". "What, so you'll send a guy out here, install a standard dish, then send another guy out here a bit later to remove the dish and install an HD one? That makes no sense!".
But that's all they could do. The lady on the phone empathised, but computers, don'tchaknow?
Now, I should clarify that the reason I hadn't activated my HD equipment was a) my account was suspended anyway and b) when I bought it, I had bought a floor model, with no access card, and the machine was still on the Electronics Co's account. I had to get a new access card, and persuade the Electronics company to release the machine from their account, all of which was taking time.
So anyway, we make an appointment for the following Monday, and indeed the installation company here in AZ did call me on Saturday to make the Monday appointment. Monday morning rolls around. No installer.
Well great. One wasted morning
So I get on the phone - "Oh we do apologise, don't know quite what happened there. How about Wednesday Afternoon?". Ok, lets just get this rolling.
Wednesday arrives, and with it an installer. Can he do the job? No. He requires a "non pentrating mount" plus he also needs more equipment to run the cables through walls, since this is an apartment building and making excess holes is frowned upon, plus where the TV's are against internal walls only.
Then it starts. "Oh the mount and wall running of cables will cost you, sir." "What? This is supposed to be free! DirecTV makes a point of advertising it that way!".
"Yes - cough - they do say that, but it's not. Sorry about that".
So anyway, I say "Just get it done and I'll moan at DirectTV about this cost directly, since they are the ones advertising it's free".
The tech can't finish the install, but promises to get the installer to reschedule (again) for friday.
Thursday night arrives and with it a phone call at 10pm. "Installers here. We don't have any non penetrating mounts. The earliest the vendor will have them is Next Tuesday. Do you want to re-schedule".
Oh for gods sake. No, when you have them in stock, just call me ok? At this point even if we did make an appointment the way my luck is running they won't be in on Tuesday.
So friday comes around and at 8am I get a knock on the door. A directTV installer. What's he doing there? Come to install your dish. Really? Got the non pentrating mount? Got the equipment to drop cables through the wall? No.
Well, with respect, why not? It was made clear earlier in the week this equipment would be required - why don't you have it? No idea.
Terrific.
So the afternoon arrives, and with it, finally the access card and the ability to activate my HD equipment, so hopefully I can reconfigure my Movers Install to be an HD install.
I call DirectTV. Again. And like every other time, I sit on hold for about 20 mins.
This time I'm told "well, sure, I guess we can do that. I'll see what I can do".
"ahh, yes, we can do that. Only trouble is, the first appointment I can get is for November 27th". Bearing in mind this date was October 13th, my response was a predictable Do what??
However, I am assured that that date is purely to get me in the system. They would escalate my appointment and it would be promoted immediately, and I would get an appointment within the week. I am assured of this, even though I am pretty uneasy about this, since if this slips through the cracks, - as was more than likely given the quality of service I'd already had -, I would be waiting till November 27th for an appointment.
I am guaranteed this would not be the case. Given I don't really have much choice, I go with it.
Sure enough, the next day I am called by the installers. Turns out this is a different company from the original installers. This one is called IronWood or somesuch.
The lady - called Melissa- that calls explains that they can do an appointment for that Tuesday, but that they'd need me to redo the movers installation appointment via DirectTV, get the job number, then they (the installation company) could attach the HD upgrade job theyd received to that, and all would be well.
Yet another phone call is required to DirectTV. Ok, I'm game. I call, and do the inevitable 25 minute wait. Eventually I get to Movers Installation, make a new appointment, get the job ID, and then call young Melissa back at Ironwood with those details.
She seems a bit confused by the Job ID number, but tells me I have an appointment on Tuesday for the total job to be done, and we are done.
I put the phone down secure in the knowledge that finally, we are there.
Tuesday comes around. Do you think the installer did? Hands up all those that think he did? Yeah, you guys. I have a bridge I'd like to sell you.
No, he didn't. I call Ironwood. "Where is he?". "Oh, sorry sir, that appointment was never ratified. We didn't get the Mover Installation job details."
"What? I did exactly as was asked, and was guaranteed an appointment on Tuesday".
"Well, I don't know what to say. The job here says November 27th and there's no way to get an earlier appointment".
At which point I start to lose it a little. I ask to speak to her supervisor, am put on hold for 20 mins, at which point I call Ironwood again.
This time I speak to someone else who understands and wants to fix it. We do a conference call with DirectTV, which she screws up by disconnecting the DirectTV person - after, it has to be said, being on hold for 20 mins while she waits to get through to someone else. So we do it again. This time she manages to disconnect me, again, after a 20 minute wait.
So I call again. This time I just go directly to a supervisor because this is getting ridiculous.
The supervisor doesn't want to know. If you have a problem, call DirectTV. Your appointment is November 27th, tough ****, have a nice day.
I ask to speak to her boss, and her response to that is to put the phone down on me.
So what to do now? Well, yet again I dial 1-800-DirectTV. After getting through to a Movers Installation Supervisor, this time I just say "look, fix it or I'll eat the cost of the HD Tivo and I'll got to Cox instead".
It turns out that the person who constructed the movers order I had called for on Saturday had not done so competently, and missed the billing segement, or some such - the practical upshot of which was that there was no Movers Installation scheduled.
In order to fix this, apparently the order has to be sent off to another department, who will take 5-7 days to return it fixed.
At that point I then, Joy of Joys, get to deal with IronWood again, trying to get an earlier appointment.
This is where I'm at right now.
As I see it, so far I've had two missed appointments, equal to one full day of salary. I'm apparently expected to wait till November 27th (over 6 weeks away) for an HD install, even though I was guaranteed that would not be the case by DirectTV.
I've spent over 7 hours on the phone (mostly just on hold) and so far I've no installation appointment in sight.
Plus, when it does happen, I have to pay for my own mount, plus $60 per hour for the guy to run cables, even though DirectTV says "Moving Installation is Free!". They even say that on their phone hold message.
I think enough is enough. I need to talk directly to John Shelton or John Suranyi because this is now totally out of hand, and of course no one at DirectTV will tell me how.
So I appeal to you guys. Anyone know what the email format is for DirecTV?
Good greeeeeeeef!:nono2:
Not sure where you get your info, but that's not my experience either. I had exactly the same problem. I called Movers Advantage and wanted them to install the new 5LNB dish and they refused. Even agreeing to get a new hr20 (I already have the D*TiVo version), they insisted that I have TWO install appointments, one to install the 3LNB dish then a separate one a week later to take it out and install a 5LNB dish. When I pointd out how dumb this was they sympathized but said it was their policy and there was nothing the CSR could do about it...cybrsurfer said:Hmmm, things are not making sense here... ummmm... I don't think DirecTV installs anything less than a 3 LNB Dish now, most new installs or movers are with the AT-9 5 LNB dish or new 5 LNB Slimline. They will not activate any HD receiver with a 1 LNB dish... Gosh are you sure you spoke to DirecTV???:eek2:
Is it really necessary to quote the entire insanely long post when replying?
Just move to E*. I have similar issues and made the switch. The 622 is a Superior product in every way.
That # has been disconnected by D*.dtv757 said:and you can also try the Office of the president at 888-237-8327
Anyone know the new # for the Office of the president over at D*?
Edit: Just got of the phone with D* and I was told as of 2 days ago a new protocol does not allow for this # to be given out.
Sorry, I don't know the new phone number but you can write them a letter. In my experience, writing a letter is more effective than a phone call anyway. Anyone can pick up a phone in a moment of anger. But, to sit down and compose a well worded, thoughtful letter that clearly expresses your issue, shows how strongly you feel about it. And, they've got to figure that for every person who writes them a letter there are probably 10 - 20 others out there who feel the same but just didn't bother to write:dtvmiami said:That # has been disconnected by D*.
Anyone know the new # for the Office of the president over at D*?
Edit: Just got of the phone with D* and I was told as of 2 days ago a new protocol does not allow for this # to be given out.
Chase Carey
President and Chief Executive Officer
DirecTV
P.O. Box 6550
Greenwood Village, CO 80155-6550
Good luck!
Larry.
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