Having Worst Install Experience of My Life

[mulesqb]

Long story short..I am a returning customer. They were supposed to install on Friday (I took off from work). They showed up with wrong equipment and were two hours outside the 8am-12pm window. The rescheduled for Saturday 8a-12p. Called me 3x to tell me they were coming. at 1:30pm I got a call to tell me their technician was pulled over by the police so they are not coming today. Called DirecTV and was told a technician supervisor would be calling me in 10 minutes. That never happened. I tried calling them 3x, they didn't answer the phone.

I was so excited to get back to DirecTV. Was scheduled to get a Genie with three wireless clients. But at this point i don't know what to do anymore. Any suggestions? I have Optimum for Internet and spoke to them. They said they can come the next day anytime I call. I really don't want to do that, but I feel like this is so ridiculous it's not worth it. I left out a lot of details above to keep it short, but trust me, this is the worst customer service I have ever seen by far.

if this is the wrong place to post this, I apologize.

 

[hedm2005]

To be honest, there's a lot of disconnect between the customer service side and the technician side.

Customer service can make the request that someone call you at an allotted time, but that doesn't mean that particular set of installers is going to listen. Take it from personal experience.

 

[Claude Greiner]

Unless the installer was arrested or his truck impounded how could they cancel an install ?

 

[mulesqb]

Unless the installer was arrested or his truck impounded how could they cancel an install ?

When I called DirecTV to complain they looked up my account and the technician had entered in "on site", which was clearly a lie. Later they said they stopped by and nobody was home. That was another lie.

So they actually stopped by today and wouldn't do the job. I am doing work in the house and don't have my TV set up in the kitchen yet. The installer said it was DirecTV policy not to install if all the TVs are not in place. My wife told him to just do the TVs that are in place and he refused and left.

I have never seen anything like this in my life. 3 tries, 0 for 3. Different story from every installer I have spoken to. I am really trying to be a customer again. Getting TV service in 2016 should not be this difficult. My wife told me to bag it and just get Optimum. They not once have offered a solution just reasons why they can't do the job.

 

[bmetelsky]

When I called DirecTV to complain they looked up my account and the technician had entered in "on site", which was clearly a lie. Later they said they stopped by and nobody was home. That was another lie.

So they actually stopped by today and wouldn't do the job. I am doing work in the house and don't have my TV set up in the kitchen yet. The installer said it was DirecTV policy not to install if all the TVs are not in place. My wife told him to just do the TVs that are in place and he refused and left.

I have never seen anything like this in my life. 3 tries, 0 for 3. Different story from every installer I have spoken to. I am really trying to be a customer again. Getting TV service in 2016 should not be this difficult. My wife told me to bag it and just get Optimum. They not once have offered a solution just reasons why they can't do the job.

I would suggest calling DirecTv again and complaining, outlining what you have shared here. Perhaps they will send a company installer versus the idiots that have been coming.

 

[lefatman]

Customer service was always bad with DTV, but the people at AT&T have taken it to new depths. Absolutely the worst. i was on hold for 20 minutes and the CSR had no idea what I was talking about. Said he would transfer me to someone who did and i waited another 10 minutes before hearing a click followed by a dial tone.

 

[Tampa8]

I would suggest calling DirecTv again and complaining, outlining what you have shared here. Perhaps they will send a company installer versus the idiots that have been coming.

That's far from what I suggest. What would make him think it will be any better once he is a customer, and I assume under contract? Move on to another provider.

 

[bmetelsky]

That's far from what I suggest. What would make him think it will be any better once he is a customer, and I assume under contract? Move on to another provider.

Or, there is this option....

Sent from my SAMSUNG-SM-N920A using Tapatalk

 

[Zashel]

where did you sign up for service? you may be dealing with a retailer or HSP (or one of the HSP's subcontractors). i know places like walmart and home depot sell D* around my area but they are simply retailers, and just plain awful techs.

 

[robjlevin]

Customer service was always bad with DTV, but the people at AT&T have taken it to new depths. Absolutely the worst. i was on hold for 20 minutes and the CSR had no idea what I was talking about. Said he would transfer me to someone who did and i waited another 10 minutes before hearing a click followed by a dial tone.

Far from my experience. DTV has always had superior customer service. Been with them for more than 8 years and wouldn't even dream of leaving.

 

[Jimbo]

Customer service was always bad with DTV, but the people at AT&T have taken it to new depths. Absolutely the worst. i was on hold for 20 minutes and the CSR had no idea what I was talking about. Said he would transfer me to someone who did and i waited another 10 minutes before hearing a click followed by a dial tone.

And you think that all of a sudden all the people on the phone are new att people .....

 

[mulesqb]

Just wanted to update...they sent a different technician today. He had a completely different attitude. He wasn't leaving until we were all hooked. He was there a little over 5 hours..and I am finally back in the D* family.

 

[bmetelsky]

Awesome! Hope you enjoy your DirecTv.

 

[dishcomm]

Unless the installer was arrested or his truck impounded how could they cancel an install ?

Kinda wondering that myself.
Must have been a fairly serious issue....OR....They just used that story as an excuse because the tech was stuck on another job...OR he was overloaded with work and scrambling just to stay behind schedule...
These and other similar issues can be resolved by use of a phone....Call the customers!!!! Be honest....."Look, we're in the weeds. We are going to be late/not going to make it"
The customer is going to be pissed off...They will be double pissed if they think someone is BS-ing them....

 

[desiguy2447]

Same issue here but I am new customer. Direct TV never showed up last Saturday said the truck broke down so they only have one installer (which is a lie as every house here has direct tv with Uverse for net) all new homes here. Then promised to come last Sunday after the last install on Saturday, but the installer got to his 4pm install had to run new wiring in the house he was at. In my case my I will be waiting for Direct TV to show up tomorrow as I didn't trust them to show up Saturday as the local office takes too many installs I wait and see what happens! I cannot complain too much I got two months of free service out of direct tv as the local office did not show up on Sunday when promised.

Let see.

 

[al]

where did you sign up for service? you may be dealing with a retailer or HSP (or one of the HSP's subcontractors). i know places like walmart and home depot sell D* around my area but they are simply retailers, and just plain awful techs.

I think that you will find that there are some really good retailers out there, and your derogatory comment regarding them does not hold water.

 

[Hutch1814]

Kinda wondering that myself.
Must have been a fairly serious issue....OR....They just used that story as an excuse because the tech was stuck on another job...OR he was overloaded with work and scrambling just to stay behind schedule...
These and other similar issues can be resolved by use of a phone....Call the customers!!!! Be honest....."Look, we're in the weeds. We are going to be late/not going to make it"
The customer is going to be pissed off...They will be double pissed if they think someone is BS-ing them....

We can't call. We don't even know who are customer is until that job falls in. We see the one work order and that's it. Until that work order is closed we can't see our next.

 

[Jimbo]

We can't call. We don't even know who are customer is until that job falls in. We see the one work order and that's it. Until that work order is closed we can't see our next.

Good point, we are the same way.
That said, you do pre call your sub that you have the order for, right ?

 

[desiguy2447]

Sorry I forgot to add I signed up for from the ATT store, and an actual store not an authorized retailer. I cannot fault the store they been working with me from my Uverse install issue to Direct TV only issue was the local office in charge of the install that lied for saying they will come Sunday when on Sunday they are closed this was the supervisor who lied. Direct Tv changed me to another office for today's install.

 

[Jimbo]

Sorry I forgot to add I signed up for from the ATT store, and an actual store not an authorized retailer. I cannot fault the store they been working with me from my Uverse install issue to Direct TV only issue was the local office in charge of the install that lied for saying they will come Sunday when on Sunday they are closed this was the supervisor who lied. Direct Tv changed me to another office for today's install.

I don't know of any time that the Installation dept would be Closed.
They work pretty much from about 8 am till the load is cleared every day, so they really have no idea when they will be home daily.