Ok this is kind of long, but here it goes. On Tuesday I am at work and find out through the D* site that we now have local channels here. So I call the 800 number and ask about getting the second dish installed and getting a TIVO unit. They tell me that they can have it installed on Wednesday with either a 8-12 or 1-5 guarantee. I tell them that I will take the 1-5 time area. They then give me a confirmation number and an 800 number to call if no one shows up. Well I arraigned to take a half day off of work on Wednesday and get home at 12:40. I wait and wait and then my phone rings at 4:20 and it is the installation guy and he tells me that he has been stuck on an installation since 10 am. He said that he could not get a signal and couldn't figure out what the problem was because he had the dish set up correctly. He said that he would be there in an hour. I told him that was fine. Well 5:40 rolls around and he is still not here. At this point I could have stayed at work and been home and not had to burn half a vacation day from work. So I call the installer back and he is still at the same house waiting on a supervisor to figure out what is wrong. He tells me that he is still coming when he gets done. I say that is fine and I will be here. Then at 6:20 he calls and tells me that the problem was with the guys phone line and that the sound quality on the guys phone line was so bad that the TIVO unit he was putting in could not get it's signal to start operation and they had to hook it up to a cell phone or something like that to get the initial set up so that it would work. Anyway, he tells me that he is heading my way and wants to confirm the directions of how to get here. I give him the directions and wait. Then at about 7 pm. my phone rings again and he is telling me that he has a flat tire and won't be able to make it. He does not have a spare in the truck. He then tells me that he will not be able to make it out to do it. He tells me that I can reschedule it and I told him that I am not going to take another half day off to wait around. He then says that he can come on Saturday. I told him that would be fine, but that I have company coming into town and don't know when they will be here, but I will check. I then call D* back at the 800 number that I have and inform them about my problem. All they offer me is a $20 service credit and an offer to reschedule installation the next Tuesday between 8 & noon. I told them that I had just blown a half a day of vacation waiting for nothing and they are going to offer me a $20 service credit and the opportunity to take another half day off? I said that is just not right. The customer service person then said that was all he could do. I told him that I would look into other options and then said thank you and hung up. I called to verify when my out of town company was getting here and then called the installer back and asked about the Saturday install. He told me that he had me down for PM. I told him that I would need AM as my company was going to be here in the PM. He said that was fine and he would take care of it. I asked him if there was going to be a problem with this and he said no that he would take care of it as it was his fault that it did not get done when scheduled. Then tonight when I get home there is a message on my answering machine from the same guy telling me to call him when I got home tonight and he would come by as there was a two week waiting list now and he did not want me to wait that long as it was his fault it did not get done on Wednesday. I tried to call him from 6-9:30 and got an automated message that his phone was temporarily out of service. So I am wondering if Saturday will happen after all. Now here's the question. Am I off base expecting more than an offer for a $20 service credit and waiting 2 weeks for installation when I did absolutely nothing wrong? It makes me think about going back to cable. Do I have any other options with D* other than what the customer service guy offered?
Installation troubles
- Thread starter SteveinTN
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SteveinTN,First of all I would like to welcome you to satelliteguys.us. I really think If you call d*(directv) and ask for the customer retention department that they will give you a better deal. Here is what I would do . Call them and tell them that you have talked to your cable company and they will give you $20.00 off of their top package for 1 year. They will then say "hold please". When they come back they will offer you $20.00 off for six months if you commit for 1 year. Thats when you have to decide what you would like to do. also ask them if they can give you the HD PACK free for the first six month also. I really think they will let you have this also because, they are trying to get subs away from cable. Well I hope this helps and once again welcome to satelliteguys.us.......................DIGITAL~DAN
PS.if they give you this deal then all you have to do is wait untill your price goes up in six months and pay one regular bill . Then you can get the special again. I Know this works because I have been doing it for about six years now.
PS.if they give you this deal then all you have to do is wait untill your price goes up in six months and pay one regular bill . Then you can get the special again. I Know this works because I have been doing it for about six years now.
The six months free on the HDTV pak is an offer for any subscriber. I would call Directv and request another installation date and a different installer that one does not sound very competent or reliable.
The saga continues.
Had the missed installation last week and it was rescheduled for tonight. Guess what? Right, no one showed up once again. So I called D* and they transferred me to the call center for the installation service. The woman there informs me that she has tried to call the local office but no one answers. She gave me the phone number and says that she will continue to try to get in contact with them. I tried the number that she gave me and sure enough it just rings and rings until it goes to a busy signal. So, I call D* back and inform them of what is going on. So now I have not only a $20 service credit, but they are now giving me $50 off of the TIVO unit that is supposed to be put in. I was getting it for $50 anyway because Circuit City was offering them for $99.99 less a $50 rebate. So basically I am now getting the TIVO for free and a $20 service credit. I have now wasted a whole day off from work for this. They are telling me that the next available installation date is 11/26/04, but that they are going to put a rush on it and see if it can be done earlier. I told them that this Saturday or next Tuesday morning would be my preferred times. I am getting a little aggravated about all of this. I left Comcast because of stunts like this. They missed an installation date,and I went to Best Buy and bought the D* system. When I called them to cancel my install all of a sudden they said that they could be out that day, but I told them no that I had already made up my mind to switch. I don't know. Should I be this upset or is the free TIVO and a $20 service credit acceptable? If I had an HD TV the other suggestion could work, but I don't so it won't. Am I letting my aggravation get the best of me?
Had the missed installation last week and it was rescheduled for tonight. Guess what? Right, no one showed up once again. So I called D* and they transferred me to the call center for the installation service. The woman there informs me that she has tried to call the local office but no one answers. She gave me the phone number and says that she will continue to try to get in contact with them. I tried the number that she gave me and sure enough it just rings and rings until it goes to a busy signal. So, I call D* back and inform them of what is going on. So now I have not only a $20 service credit, but they are now giving me $50 off of the TIVO unit that is supposed to be put in. I was getting it for $50 anyway because Circuit City was offering them for $99.99 less a $50 rebate. So basically I am now getting the TIVO for free and a $20 service credit. I have now wasted a whole day off from work for this. They are telling me that the next available installation date is 11/26/04, but that they are going to put a rush on it and see if it can be done earlier. I told them that this Saturday or next Tuesday morning would be my preferred times. I am getting a little aggravated about all of this. I left Comcast because of stunts like this. They missed an installation date,and I went to Best Buy and bought the D* system. When I called them to cancel my install all of a sudden they said that they could be out that day, but I told them no that I had already made up my mind to switch. I don't know. Should I be this upset or is the free TIVO and a $20 service credit acceptable? If I had an HD TV the other suggestion could work, but I don't so it won't. Am I letting my aggravation get the best of me?
I know this might be a long shot - but - you could install it yourself. I did my own install (When I first signed up for D* I had it up, installed, and running within an hour of purchase.)
If the comcast cables are RG6 and in a good place - It could be relatively easy.
If the comcast cables are RG6 and in a good place - It could be relatively easy.
I would call DTV and find out which Home Service Provider works your area and complain about the installer. He might lose his job and maybe that would make you feel a little better. If the TN in your name is Tennessee I can get you that info cause I install in TN...
Situations like this really piss me off. Because a lot of the technical reps at DTV would personally come hook your system up for you but all we can do at the time is call the local office of the installer in your area and give them hell. Most of the technical reps are very willing to do this, as a bad installer or a bad company in general just creates us a ton of headaches. I've personally got into a few arguments with the stuck up dispatch that answered the phone and tried to give me the run around, or tell me how they have to handle it. I quickly reminded her who keeps them in business. When all is said and done, we will do our best to have your service working and keep you a happy customer. But there are times when a different option may be the better one. My best advice is read your contracts and ask 10,000 questions. The market is so insanely competitive right now and point blank, if dtv's service isn't up to par then there will be 3 other companies ready to escort you into there schemes and don't hesitate to remind dtv of this. Just remember we do make a great effort. (Most of us anyway)
I am exploring other provider options as of One week ago. its a shame with the pic q being so bad it was not worth even keeping total choice premium, i downgraded my service to just the basic pack, hopefully Directv will do something sonner rather than later.
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