[sgr215]

No one at Directv is willing to help me with a simple order so I'm hoping someone here can give me advice on how to accomplish this order. If anyone knows any corporate phone number I can call that would be greatly appreciated too. Here's what my order should consist of:

2 HD DVR's
2 DVR's
1 5LNB Dish
Professional Installation
Will be billed directly to my account (I was a member for seven years and canceled service for two. Now I'm attempting to come back.)

Here's what Directv has tried:

1. One work order for everything. Unfortunately the way Directv's order system is setup is you can't have this much hardware on one work order. (This amazes me.. isn't four TV's in a household common?)

2. Two work orders total. One order for Dish, 2 DVR's and a HD DVR. Another for just the other HD DVR. Unfortunately Directv's order system automatically cancels the second work order the following day. To make matters even worse it still bills you for $199.99 even when its automatically canceled. I ended up having to call back to get over $600 credited back to me because the rep tried it several times!

3. One work order for just three DVR's yet having me call the sub-contractor to tell him to bring a total of four instead. Unfortunately when I try this the sub-contractor thinks I'm trying to scam him out of a HD DVR and tells me to contact Directv instead.

Is there anyway possible I can get this simple order done right? I've been on the phone for hours over the course of four days and still nothing. The worst part about it is every time I call I'm told its fixed yet it never really is. In most cases its worse off than it was before I called.

 

[Rakul]

Maybe pick up the 4th at a local store like Bestbuy or Costco? I've never tired to add that many at once but given people on here have 20+ tuners in some cases I am shocked that it has been this difficult for you.

 

[Bama]

Place 1 order for both DVR's and 1 HD-DVR. Install it. Place 2nd order for HD-DVR, install it. You can't get 2 HD-DVR's at once.

 

[sgr215]

Ahh alright so it does look like my only option is to purchase the other HD DVR elsewhere. This policy makes no sense, especially when they make such a big deal about their HD channels. Two or more HD TV's in a household is pretty common and chances are if you have HD you also want a DVR.

 

[kevinm34232]

I saw a New Install work order with 2 HD/DVR's on it yesterday.

 

[MIAMI1683]

Place 1 order for both DVR's and 1 HD-DVR. Install it. Place 2nd order for HD-DVR, install it. You can't get 2 HD-DVR's at once.

Oh yes you can. Get someone on the phone with case management. If you are willing to pay for the ird's there is a way to do it. D* system baisically has a firwall built in. It stops the work orders that have more the one HDvr+. No one knows why. Case mangaement has a different authority. Call them. Get them on the phone. Explain thet you're initial install should be done with ALL of the IRD's you need. Also the that many tuners will need at least a 6x16 multi switch, or atleast 2 6x8's.

Edit : the 6x16 would be for further expansion. A regular 6x8 would work, but you would be finished with all of the ports on it.

 

[sgr215]

The problem is whenever I ask for some sort of supervisor I'm told to hold on and then transferred to another regular rep. The funny thing is whenever I end up explaining my situation the rep usually says "I've got to get my supervisor" and puts me on hold. When they come back they basically act as a middleman and refuse to let me actually speak to the supervisor myself. The latest news regarding my order is someone created a new order with a HD DVR, despite me telling them that won't work, except this order never charged my account. Obviously tonight it'll be canceled. I guess I'll call today and keep stating "I need to talk to case management" over and over and maybe after 20 transfers and 2 hours of waiting I just might actually get there.. we'll see. I'll let you all know how it goes.

 

[Mertzen]

It can be done. I did a 3 combo job once. Annoying cust tho.

 

[2dogz]

You might get better results by calling between 9 and 5 on weekdays. In most organizations, the more authority you have, the less you work nights and weekends. Good luck.

 

[sgr215]

After several transfers I've been told Case Management doesn't exist. Thankfully though, the last rep canceled my 2DVR/1HDDVR order so now I have nothing. I can't even purchase a HDDVR elsewhere now since I've got no pending install. Apparently the only way to get this blunder fixed is to speak to customer retention yet this is a new order?!

UPDATE: After speaking to customer retention I was beyond annoyed and just placed an order for 1HDDVR/2DVR's. I'll just buy another HD DVR at best buy the day before the install. Anyone know if the "Free install" will cover the additional HD DVR I buy locally?

 

[curt8403]

After several transfers I've been told Case Management doesn't exist. Thankfully though, the last rep canceled my 2DVR/1HDDVR order so now I have nothing. I can't even purchase a HDDVR elsewhere now since I've got no pending install. Apparently the only way to get this blunder fixed is to speak to customer retention yet this is a new order?!

UPDATE: After speaking to customer retention I was beyond annoyed and just placed an order for 1HDDVR/2DVR's. I'll just buy another HD DVR at best buy the day before the install. Anyone know if the "Free install" will cover the additional HD DVR I buy locally?

free install will not cover units purchased at retail

 

[MrMojoJojo]

Case Management does exist, but its not something you can just ask for when you call in. Especially for a new install.

 

[Carl Spock]

Bad Advice:

1 - Tell your sister-in-law to marry the bum. They can work out his philandering after the wedding.
2 - Plaid dress pants are coming back in style.
3 - Buy Ford Motor Co. stock as big SUVs are still cool.

I'm glad I could help.

 

[sgr215]

free install will not cover units purchased at retail

Well this sucks. I guess I have to call back but I have no idea how to go about doing this. I need an install on all these boxes.

 

[sgr215]

So I check my most recent order after it finally updated and guess what? They messed it up even further. The order number states a "DIRECTV 18x20 Triple LNB Satellite Dish". Considering I'm getting HD thats wrong, it should be 5 LNB. This is insane. I'm calling them one more time and if it doesn't get settled I guess I'm forced to go with Comcast. :nono:

Update: Apparently they put a note on the account stating the additional HD DVR is to be covered under the "Free install". They also put a note stating I'm supposed to get a 5LNB dish. All I can do is wait until the 17th when/if the installers arrive to see if this is true. Somehow I doubt it really is and one of two things will happen:

1. Wrong dish
2. They won't install the extra HD DVR unless I pay extra for it

 

[Grydlok]

So I check my most recent order after it finally updated and guess what? They messed it up even further. The order number states a "DIRECTV 18x20 Triple LNB Satellite Dish". Considering I'm getting HD thats wrong, it should be 5 LNB. This is insane. I'm calling them one more time and if it doesn't get settled I guess I'm forced to go with Comcast. :nono:

Update: Apparently they put a note on the account stating the additional HD DVR is to be covered under the "Free install". They also put a note stating I'm supposed to get a 5LNB dish. All I can do is wait until the 17th when/if the installers arrive to see if this is true. Somehow I doubt it really is and one of two things will happen:

1. Wrong dish
2. They won't install the extra HD DVR unless I pay extra for it

Note on a Work order don't mean [email protected]#.
You need to cancel your order and redo it correctly with the correct codes.

 

[Dknow]

Here's what you do:

Order the HD/DVR and the two DVRs and the KAKU dish and have it installed. After the tech closes the work order call and order an upgrade for another HD/DVR. Tell the tech your desire to order another upgrade and he may call it in for you and do it the same day. Once the work order is closed, then another HD/DVR may be ordered. The tech will get paid more for an additional workorder to be created but you should be billed the same as if it was all on one workorder. Worst case scenario is that your HD/DVR gets installed a few days after the other items.

 

[Mertzen]

Case Management does exist, but its not something you can just ask for when you call in. Especially for a new install.

Indeed it is more used for repeat tech repairs. In most HSPs case management jobs are required to be done by a tech supervisor.

 

[sgr215]

Note on a Work order don't mean [email protected]#.
You need to cancel your order and redo it correctly with the correct codes.

The thing is I've done this several times and every time its messed up. While it might sound easy to call and get them to input the correct codes unfortunately its not. Just to give you an example my "Orders & Installation" page on Directv.com shows five orders with four canceled. Several of these orders were reinstated and then canceled again. It has been virtually impossible to get them to do an order the correct way.

 

[thespaceghost]

Also the that many tuners will need at least a 6x16 multi switch, or atleast 2 6x8's.

Edit : the 6x16 would be for further expansion. A regular 6x8 would work, but you would be finished with all of the ports on it.

bad advise. 6x16 requires a power adapter, not to mention you have 8 remaining ports open to allow moisture to seep in and cause problems. Keep it simple. Let the 6x16 be handled by future upgrades.

To OP:

It comes to a point on how much trouble its worth. You are having trouble with the first step. If you can get two standard DVR's and an HDDVR, go pick one up at best buy. If you're dropping a few hundred into this system, whats an extra $20 to the installer to run the additional line? Don't be cheap.

Secondly, have you considered how your lines are going to be ran? Wall fishes? Also, remember free install = basic install. Basic install = 125' of cable. It varies from tech to tech on how much cable they will run before you have to pay extra.

Take care of your tech. If he's competent, reward him and let him know up front so he will do a good job. He has his work cut out for him.