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Discussion Starter · #1 ·
I'll try to make a short story long here... picked the the HR20 last week, called to have it activated, and was transferred to the install dept. Install setup for today, 10-27 btwn 1 - 5. Read my rights, agreed to contract, etc. Took a half day off work. Installer no show.

Called CS, transferred to install dept. Transferred to some other install dep and was told that if the call didn't go through to call back and give the code name "RIO3", they would know what that was.

Someone picked up there. No record at all of previous work order. Nothing, nada. zip. Was told earliest date was 11/18 but he had to call someone else (RIO4?) to see if it could be moved up. He couldn't get through to whomever he was calling. Call got disconnected.

Was I scheduled then for 11/18? Called back, told CS to transfer me to RIO3, she didn't know what the hell I was talking about. Asked to to read the notes on account, where that was menioned and suddenly she knew what it was about.

Transferred back to RIO3, install date for 11/18 showing up now. I asked what happened - why my previous order seemed to vanish into thin air and why I now have to wait 3 more weeks. No answer other than, "sometimes that happens."

Is there anything else I can do to get the install moved up?
 

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I called a whole bunch of DirecTV numbers on Sunday. One I was given was RIO 3 and I was told that was the Customer Service group for the Los Angeles area and only they could reschedule certain installation situations.
 

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That's pretty much what they told me, except I'm in Michigan. I also recently heard elsewhere that RIO3 is one of the systems they use for scheduling.
 

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I got some clarification on RIO 3 from a CSR.

It's a new computer system that integrates billing and service orders. In the past those two systems were completely separate and RIO 3 integrates them but only some call centers have it currently. They are hoping all will have it eventually.

That is why you have to call a different number to reschedule installation and another number to get your bill credited or changed.
 

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Slip Jigs said:
And neither one of them talk to the website - if they do, it's wayy behind.
Sorry to dig up a thread, but I ordered a D20 off the website last night as an upgrade to an existing box & to upgrade my dish to an HD model, and was originally scheduled for an install 2 weeks from now. So I called and rescheduled my appointment to a much earlier time. In the process of speaking to three reps I learned I was a Rio3 customer (along with an A-List customer). The rescheduled date does not show up on the website, so I shouldn't be concerned?

Also, does anyone have the direct number to the Rio3 Re-schedule group?

Thanks
 
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