I'm a former customer of D* and had decided to switch back from E* because of the better HD content. The only reason I originally left was because D* couldn't move me for 30 days when we moved into our new house.
Called Monday and ordered 2 - HD DVR and 2 SD receivers. Installation was scheduled for 4/5/08 between 8-12.
The next day I realized that I had forgot to order an RF remote with the installation. Called back and was transferred three times and finally told that I couldn't add this until my account was active again which would be once installation was completed. Kind of shook my head and just let it go.
On Wednesday I checked my online account for "Pending Orders" and saw two orders. One for installation on 4/6 for one HD DVR and one on 4/9 for the remaining equipment. Called D* back and was assured that the installation was actually on Saturday, 4/5 and that they had made an annotation on the order to also combine it with what was scheduled for 4/9 and complete both on 4/5.
Checked my online account again this morning and saw that the order for 4/6 was gone and only the one for 4/9 remained. Called D* and got the most uninformed CSR that I had ever talked to. She first told me that I was never scheduled for 4/5 installation and the reason the 4/6 appointment had been cancelled was because I was a returning customer and already had one HD DVR. When I told her this was wrong she said that's why D* sends out confirmation emails on pending installations. I told her I never received an email and she immediately told me to check my junk mail folder. I told her I check it numerous times daily and it was never sent. She said that couldn't be because they were sent out automatically and everyone gets one. I just couldn't believe she wanted to argue about this. At this point I just told her I wanted my original installation date honored with the correct equipment that I had ordered. She said she couldn't give me an installation date if there were no slots open. She would have to cancel someone else. When I said that's what it looked like they had done to me, she immediately went back to the "you were never scheduled for 4/5" reasoning.
To make a long story short I told her if she couldn't get me installed, as promised on 4/5 to cancel the order. Needless to say the order has been cancelled. After this I noticed that they had me set up for autopay. I told her that if I should decide to return at a later date I didn't want autopay. She said I would have to change that at that time, not now. Again, I just let it go.
I may decide to come back to D* at a future date but I'll try my best to get a CSR that has a clue.
Called Monday and ordered 2 - HD DVR and 2 SD receivers. Installation was scheduled for 4/5/08 between 8-12.
The next day I realized that I had forgot to order an RF remote with the installation. Called back and was transferred three times and finally told that I couldn't add this until my account was active again which would be once installation was completed. Kind of shook my head and just let it go.
On Wednesday I checked my online account for "Pending Orders" and saw two orders. One for installation on 4/6 for one HD DVR and one on 4/9 for the remaining equipment. Called D* back and was assured that the installation was actually on Saturday, 4/5 and that they had made an annotation on the order to also combine it with what was scheduled for 4/9 and complete both on 4/5.
Checked my online account again this morning and saw that the order for 4/6 was gone and only the one for 4/9 remained. Called D* and got the most uninformed CSR that I had ever talked to. She first told me that I was never scheduled for 4/5 installation and the reason the 4/6 appointment had been cancelled was because I was a returning customer and already had one HD DVR. When I told her this was wrong she said that's why D* sends out confirmation emails on pending installations. I told her I never received an email and she immediately told me to check my junk mail folder. I told her I check it numerous times daily and it was never sent. She said that couldn't be because they were sent out automatically and everyone gets one. I just couldn't believe she wanted to argue about this. At this point I just told her I wanted my original installation date honored with the correct equipment that I had ordered. She said she couldn't give me an installation date if there were no slots open. She would have to cancel someone else. When I said that's what it looked like they had done to me, she immediately went back to the "you were never scheduled for 4/5" reasoning.
To make a long story short I told her if she couldn't get me installed, as promised on 4/5 to cancel the order. Needless to say the order has been cancelled. After this I noticed that they had me set up for autopay. I told her that if I should decide to return at a later date I didn't want autopay. She said I would have to change that at that time, not now. Again, I just let it go.
I may decide to come back to D* at a future date but I'll try my best to get a CSR that has a clue.
