[gkamer]

Ok.... so this afternoon my DVR starts acting up. first it can't locate a satellite signal. Then while looking for that a message pops up saying it is trying to access guide data. After trying a reset I call tech support. I spoke with a CSR who talked me through his support script, all with no luck. So he sets up a service call.

Since this is the start of a holiday weekend, the service tech won't get here until at least Tuesday. I was curious about when my contract expired, so I asked the CSR. He told me he did not have that information but transferred me to someone else. This fellow told me I was a valuable customer since Aug 2009. So I was no longer under a commitment.

A few hours after talking with the rep, I log onto my Hot Mail account and there is an email from Direct TV. They advised me they received my request to change my Direct TV service and it was being processed. WHAT!!! I did not make any request to change my service. I called to get my service fixed!

So I log onto my Direct TV account and what do I discover? I find that my protection plan has been deactivated. I have had this plan since Aug of 2009. Paid my six bucks a month, every month, since Aug 2009 and never had to use it. Now, the first time I need to have a service call come out, Direct TV infers I cancelled my protection plan. This is insane. So I call Direct TV right up and of course they are now closed for the holiday weekend.

so now I'm guessing I'll have to call these guys back first thing Tuesday and do battle with them over this. Is it any wonder people bail out on Direct TV. Well I'm NOT paying for this service call because someone at Direct TV decided to try to save themselves a few bucks by taking it upon themselves to cancel my protection plan.

 

[joed32]

"What we have here is a failure to communicate." Couldn't resist that. I don't think you will have to do battle over it, just explain that there was a misunderstanding and you did not want to cancel the protection plan.

 

[webby_s]

And they are closed? What is that? They have CSR's 24/7 don't they? At least I have called late at night to activate a receiver.

 

[gkamer]

I hope you're right. I was thinking of upgrading my service but now I'll hold off to see how this shakes out.

 

[Old_School]

If i where you i would try a CSR first, if you can't get anywhere then i would shoot a email to [email protected]... explain the whole situation and in sure they will take care of everything. I have had an issue in the past that i had to write to them. i wrote the email at 7:15pm and a little after 9pm they called me!

 

[onebadmofo]

And they are closed? What is that? They have CSR's 24/7 don't they? At least I have called late at night to activate a receiver.

Not any longer. I believe 8AM-10PM. I believe there is technical assistance available but only online....

 

[Rich]

If i where you i would try a CSR first, if you can't get anywhere then i would shoot a email to [email protected]... explain the whole situation and in sure they will take care of everything. I have had an issue in the past that i had to write to them. i wrote the email at 7:15pm and a little after 9pm they called me!

Calling D* on a holiday usually ends up with you talking to a disgruntled CSR. Angry because they are working and nobody else is. Better to wait until normal business hours to call. I write this because I've called on holidays and gotten disgruntled CSRs, disgruntled supervisors and the calls were useless.

Rich

 

[Marlin Guy]

It would be a great time to upgrade to Dish.

 

[Mike Bertelson]

It would be a great time to upgrade to Dish.

Maybe the OP would like to work through it and keep the service he has now. Do you have any helpful suggestions on how that may be accomplished?

Mike

 

[Shades228]

It would be a great time to upgrade to Dish.

For someone who likes to skip commercials you sure skip around threads acting like one.

OP just call DIRECTV their customer service is open and don't close on weekends or holiday's. Technical support is open 24/7 regular customer service is open 5am-10pm your time.

Also using colored fonts and text makes it harder, and makes it so people won't, read your posts. If you're going to do that I would use nuetral colors.

 

[Marlin Guy]

Maybe the OP would like to work through it and keep the service he has now.

I read this.

Is it any wonder people bail out on Direct TV. Well I'm NOT paying for this service call because someone at Direct TV decided to try to save themselves a few bucks by taking it upon themselves to cancel my protection plan.

... and I like the font.

 

[wahooq]

yeah open 24/7.......

 

[inkahauts]

Ok.... so this afternoon my DVR starts acting up. first it can't locate a satellite signal. Then while looking for that a message pops up saying it is trying to access guide data. After trying a reset I call tech support. I spoke with a CSR who talked me through his support script, all with no luck. So he sets up a service call.

Since this is the start of a holiday weekend, the service tech won't get here until at least Tuesday. I was curious about when my contract expired, so I asked the CSR. He told me he did not have that information but transferred me to someone else. This fellow told me I was a valuable customer since Aug 2009. So I was no longer under a commitment.

A few hours after talking with the rep, I log onto my Hot Mail account and there is an email from Direct TV. They advised me they received my request to change my Direct TV service and it was being processed. WHAT!!! I did not make any request to change my service. I called to get my service fixed!

So I log onto my Direct TV account and what do I discover? I find that my protection plan has been deactivated. I have had this plan since Aug of 2009. Paid my six bucks a month, every month, since Aug 2009 and never had to use it. Now, the first time I need to have a service call come out, Direct TV infers I cancelled my protection plan. This is insane. So I call Direct TV right up and of course they are now closed for the holiday weekend.

so now I'm guessing I'll have to call these guys back first thing Tuesday and do battle with them over this. Is it any wonder people bail out on Direct TV. Well I'm NOT paying for this service call because someone at Direct TV decided to try to save themselves a few bucks by taking it upon themselves to cancel my protection plan.

Frankly, that makes no sense and of all the issues I ever see posted about here, this has all the makings of an honest mistake and an easy fix. I wouldn't get worked up about it till you talk to them on Tuesday and see if they can't fix this pretty easy. They probably just hit the wrong keys when setting up your service call.

 

[inkahauts]

It would be a great time to upgrade to Dish.

He said upgrade his Directv service, not downgrade it to dish who is loosing channels and has lots of other issues right now (these commercial skip lawsuits could be the death of them if they aren't careful and handle it all wrong).

 

[MysteryMan]

He said upgrade his Directv service, not downgrade it to dish who is loosing channels and has lots of other issues right now (these commercial skip lawsuits could be the death of them if they aren't careful and handle it all wrong).

He has a tendency of ignoring DISH's shortcomings.

 

[raott]

He has a tendency of ignoring DISH's shortcomings.

Pot meet kettle.

 

[Scott Kocourek]

Please discuss the topic and stop discussing each other.

 

[hdtvfan0001]

Frankly, that makes no sense and of all the issues I ever see posted about here, this has all the makings of an honest mistake and an easy fix. I wouldn't get worked up about it till you talk to them on Tuesday and see if they can't fix this pretty easy. They probably just hit the wrong keys when setting up your service call.

Agree. It sure sounds like that's exactly what happened.

 

[goinsleeper]

I'm pretty sure they keep specific records of previous programming and services and even leave notes when something is changed. At least that's what they tell me anytime I make a call. They should be able to reference when it was turned off, by whom and why. If there was a mistake it should be easily fixed.