I am a new D* customer and I have gone through quite an ordeal in the past two weeks. I don't know who to turn to for help - I was hoping someone on this forum could help.
First - let me give you the cliff notes version of what has happened so far.
I originally called D* directly on Tuesday, August 26th to get the ST package with the new deal and was happy to get an installation appt for that Friday. Later that night, I found out that since I live in a condo with an HOA, I needed to contact a 3rd party installer to do the installation using the existing dish on the building. So I cancelled my appt with D* and called the 3rd party installer on Wednesday, August 27th.
The CSR with the 3rd party installer told me he would be able to give me the same deal D* gave me directly, and the install tech would call me within 24 hours. On Friday, August 29th, I still hadn't heard from anyone, so I called the CSR back. He told me that the equipment had been shipped to the tech, and he gave me the tech's direct line. I called the tech and left a message for him.
I waited over the long weekend with no return call, then called the CSR again on Tuesday, September 2nd. He told me there had been a problem with the equipment shipment, but everything had been worked out and he would call the tech to check on the status and give me a call within the hour.
The next day, I still hadn't heard back, so I called the CSR again and he was not there, but I talked to another person. He told me he would call the tech and give me a call right back. Four hours later, I called again, and was able to talk to my original CSR. He said the equipment was being shipped that night, and the tech would call me within 24 hours. (looks like I was back to the beginning - but at least the CSR said I was on "priority" status)
Luckily, I did get a call from the tech that night - and scheduled an appointment for Saturday at 3:00 PM.
Guess what? The tech didn't show up. I called his direct line and left several messages, but didn't hear anything.
On Sunday, I called again, and talked to the manager of the install tech company. He said my tech had been in a car accident and they couldn't get to the car to get the paperwork to contact the customers he was supposed to help. I was told that a different tech would come at 4:30 to do the install.
The new tech came at 4:00 and took several hours to do the installation. While he set up the receiver, I noticed that there was an error with Satellite 119. He told me that it was okay - it was an old satellite that they didn't use anymore. It sounded fishy to me - but he assured me it was okay. And when I got a picture, he showed me several HD channels that appeared to work fine.
After the tech left, I checked several channels, and noticed some of the HD channels didn't appear - searching for signal. Also, I noticed that only one tuner was working. I checked the back and noticed that my wall had only one cord, so he had only set up one of the tuners. I know that it could be a question of wiring, but he didn't even mention it to me and didn't mention the SWM option either.
This morning (at 6:00 am) I got a call from the install tech manager asking me how everything went. I mentioned the problem with the HD channels. He asked me to run a satellite check, and it showed 0's for 119. I told him about what the tech had told me, and he admitted that was wrong - and the tech would have to come back out to fix it. I also asked about the SWM option for the 2nd tuner - and he told me that was a Dish Network thing and not D*.
Later this morning - I called D* directly, because I realized that I wasn't getting all the channels I was supposed to get with the Premier package. On this call, I found out that my account had never been set up - the receivers had been added to an existing customer in my city with my same name. I spent the last hour trying to get this resolved, which I think I did. (I am not at home, so I can't check).
Oh - I almost forgot, during this mornings call to D*, as I was setting it up, the CSR seemed desperate to end the call, but I had several questions. At 8:59 he quickly said goodbye and I was cutoff. Is this normal for 9:00? Do they clear the board? I had to call back and talk to another CSR.
Sorry for the long diatribe - but I am frustrated, and I was wondering who I can complain to. Since it is a 3rd party installer, who do I go to with a complaint? If I was paying him, I would ask for a discount of some sort - but since install was free? I guess you get what you pay for. Do they have to answer to D* in any way? I am not sure if it was laziness or incompetence - maybe both.
I can surely say - this D* better have some phenomenal picture quality and programming - or else TW might never get the cancellation call.