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DTV Customer Service.. or lack of...

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Old 03-02-2007, 05:53 PM   #1  
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Default DTV Customer Service.. or lack of...

First off, I love my DTV and don't plan on dumping it in the near future but it is days like today when dealing with their Customer Service personnel that make me wonder how they stay in business.. It seems as though they don't listen, or care about what you are saying.. Each one has a different story or excuse. I have currently installed and operating a new AT-9 antenna connected to a WG-68 Zinwell Multi-switch and then on to 4 H-20 receivers. With the addition of the WB-68, I was able to run another antenna lead to the existing location of an H-20. I asked DTV for a price for replacing an H-20 with an HR-20 recorder. Each rep gave me a different price ranging from $199 to $299 and the possibility of a rebate... Then in all cases I was told that they cannot send me a HR-20 directly, but it must be delivered and professionally installed at a small charge.. I explained that installation was not necessary. The replied that in all cases an installation would have to be scheduled... HOWEVER, if I wanted the HR-20 without installation, I could always go to Circuit City or Best Buys and pay full retail for the unit..which would still be a lease... I wonder how they can stay in business with an attitude toward the customer as that... Just venting as I do love DTV...just not dealing with them...Does anyone have a phone number to get in contact with someone that listens to reason and can get things done?
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Old 03-02-2007, 10:11 PM   #2  
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Quote:
Originally Posted by dd716ted
First off, I love my DTV and don't plan on dumping it in the near future but it is days like today when dealing with their Customer Service personnel that make me wonder how they stay in business.. It seems as though they don't listen, or care about what you are saying...
They stay in business because customers like you love them and don't plan on dumping them in the near future.
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Old 03-03-2007, 10:01 AM   #3  
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Tell you, if they keep raising ST like they do, I'm off to Fios!
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Old 03-03-2007, 11:03 AM   #4  
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Default Comedy continues...Received DTV's response..

After sending DTV an email explaining my problem, I received their reply this morning... "WE ARE SORRY BUT THE HR-20 IS SO POPULAR THAT THEY ARE OUT OF STOCK WITH YOUR LOCAL INSTALLATION TEAM. NEW UNITS ARE BACKORDERED. BE ASSURED THAT AS SOON AS THEY ARE AVAILABLE, A PROFESSIONAL SYSTEM INSTALLATION CAN BE SCHEDULED. They don't even listen to what they are being told or asked... I have a professionally installed AT-9 / H-20 installation installed.. Just want to change a receiver... Second thoughts are starting to set in about continuing to do business with DTV..
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Old 03-03-2007, 11:28 AM   #5  
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We started our service with D* back around 1995. In days gone by they would just send a stb to you. Now they want a pro install, put tons of money up front for lease equipment. When we upgraded to HD,3 years back, I asked for them to send me a HTL-HD receiver. Thats when they started with the BS about the install or go to CC or BB and pay retail. With the idiot installers in the Northern VA area(people that I wouldn't trust to wipe my dogs butt) I headed out to BB,installed myself and I got it before this lease(199-299 upfront) crap started. D* service has degraded to such a point that we finally dumped them last year. Mabe when they get more HD(probably some time in 2008) and CSR's manage to graduate elementary school,and the lease fees disappear we might reconsider D*, so for all that to happen I doubt that D* is in the forseeable future

Last edited by treker; 03-03-2007 at 11:32 AM..
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Old 03-03-2007, 02:13 PM   #6  
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Originally Posted by treker
...D* service has degraded to such a point that we finally dumped them last year. Mabe when they get more HD(probably some time in 2008) and CSR's manage to graduate elementary school,and the lease fees disappear we might reconsider D*, so for all that to happen I doubt that D* is in the forseeable future
I feel the same about Dish.
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Old 03-04-2007, 09:47 AM   #7  
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Treker,

"SORRY A LITTLE OFF TOPIC" I too have been with Directv/USSB Days when programming first came to being in I believe 1994 (memory is begining to fade on dates).

I notice your avatar is a beautiful Labrador Retriever. I personally would not let anyone wipe my dog's butt except me. I love my Labrador Retriever. You should not compare your dog's butt to the lowly installation of a Directv system.

Here is the reason why!

1: Your Dog will listen to you - Directv Doesn't

2: Your Dog will always be loyal - Directv Isn't

3: Your Dog is intelligent- Directv is like dealing with a plant and as you know a plant has no brains.

4: Your Dog will take care of you if you need help like keep you warm if you are sitting in a hunting blind in the freezing cold. Directv Installation Department leaves you out in the cold.

5: Your Dog will hide when she does something wrong and will try and make up for the problem. Directv keeps on screwing the subscriber and shows no commitment to it's customer.

6: Your Dog will provide you with unconditional Love - Directv Customer Service makes you feel like you are dealing with your exwife's divorce attorney always taking your money and not giving you anything in return but grief.

I always tell my wife that if we get divorced she can have the Kids But I get the DOG.

I respect my DOG much more than I do Directv.

Especially after the treatment got from Directv and there Installation Company Directech.

Ed Andrascik
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Old 03-04-2007, 09:48 AM   #8  
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Wow...any chance your dog is running a satellite TV company? If so...sign me up!
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Old 03-04-2007, 10:14 AM   #9  
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It is called Black Lab Productions. Will be up before the Directv 10 and 11 Satellites are launched!
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Old 03-04-2007, 07:09 PM   #10  
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Can I be employee #3?
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Old 03-28-2007, 09:02 PM   #11  
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Sorry for the long post.

Ok, I know that this post has not had any activity in a while so I really want to let everyone know how hard Directv Retention and Directech have really change my opinion of the services they have performed since my upgrade to HD, which started with the initial order on 1/18/07. I have been a member of the Digital Satellite community since the beginning when HBO was actually serviced by USSB Satellite Services. I began my subscription service back in 1993/1994 and always carried a fair amount of programming not basic but not platinum.

I decided to upgrade my service on January 18, 2007 and add an additional receiver from 4 to 5. I have an HDTV and do not need the dvr so I ordered the H20 with an ota antenna upgrade. The order was placed and confirmed for an install date of 2/3/07 between the hours of 8 am and 12 pm. On 2/3 / 07 around 11:30 am, I decided to call Directv to get an estimated time of arrival and was connected to Directech the installing company. Please note that the wait time with Directv was 2 hours on hold with the csr and another hour with the csr with Directech who told me that the technician was not given the work order. The Directv CSR asked that Directech call me back in half hour to provide an answer to when the tech would be out. After a half hour, I receive a call from Directech customer service that they overbooked and that I would have to reschedule. This would not have bothered me but I was lied to by the first CSR and if they had called earlier, I would not have wasted most of my day on the telephone with Directv and Directech. I was offered a $100.01 credit off my bill for a missed appointment. I complained to Directv about this and was given HD free for 1 year as well. Please help me keep track of the money, as this is important. I am now scheduled for 2/19/07 for the hours of 8:00 AM and 12:00 PM and was given a confirmation telephone call the day before. The installer shows up at 11:30 and begins to tell me that he has the receiver and that I do not need the ota antenna because Directv carries my locals in HD, which, is actually incorrect. They only carry some of the locals in HD not all and I wanted some of the side channels that are available OTA. Now I tell him to start and then he asked what receiver I was replacing. Now I know that I clearly mentioned in the comments that the unit was an additional and that since I had the original dual LNB dish with an RCA 2 x 4 switch that he needed to add the 6 x 8 switch. He had to call his office and have the work order corrected. Still an hour at the house he has not started. I get everything straightened out and find that he can now start. The installer starts to spread everything out in the driveway in the freezing cold. I have no garage but do have a large shed that has electric and a heater so he could work in there. I watch as he sets up the antenna, jumpers, and mount. He pulls the ladder off the truck and proceeds to put it up to the roof. He really scared me since he really did not know how to set the ladder up in the correct position and angles (By the way, my background was two way radio communication systems which included installing towers, antennae, police dispatch systems etc... for 17 years). I set the ladder up and explain how it should be set up and the correct angle that the ladder should be. He starts by removing the old dish and disconnects the RG 6 quad cable that I installed in 1998 with solder connectors and weather boots and he asked if he could reuse those lines. I said he could because I know they are better than the compression fitting that they use. He them tries to mount the 5 LNB mount to the roof and I he doesen't hit a rafter. Rather than have him drill new holes I go get some mounting plates 6" x 6" 1/2 inch galvanized and I used to 3/4 inch bolts washers and lock nuts to mount. If that antenna moves the whole roof is coming off. Everything goes good now with the exception of how he wants to run the new lines. He was not going to go on the roof to connect them to my cables and standoffs that I already had on the roof. He did not think his ladder could go any higher. I told him to move it to the rear deck where he would only have to climb 15 feet to the roof and make the needed connections. Install is almost complete. The lines are run to the location that I wanted and multi switch is installed and he hooks up the ground to the switch and them the cold water pipe. Every thing is hooked up and all receivers are working except 1. He changes the connectors on that one and it worked while he was there. I signed his paper and said I would send in the survey but he would not leave it. An hour later the receiver that was not working in no longer working. I tell my son that I will get to it later and decided to call and get a service call. I call Directv CSR and get anoher $100.01credit for the installer not brining the antenna. Sounds good and make the arrangement of the service call for Wednesday 28th of February between the hours of 4 pm and 8 pm. Leave work at 1:15 and get home at 1:45. Wait for tech and I call at 7:30 to get the ETA and Directv calls Directech and the CSR says that the tech is on site with my reply that the must be invisible and that he must have walked because I don’t see him and that I was calling to find out where he was. The Directv CSR was amazed what was happening. The Directech CSR than says that the tech was there at 1:00 PM. I asked if this was customary to show up 3 hours prior to the scheduled appointment. Now I am rescheduled for 8 am to 12 pm on March 3, 2007 for the service call as well as the ota antenna. I decided to check the receiver myself and grab my Techtronic Time Domain Reflectometer to check the cable from the switch from to the receiver. Bam I find the problem. The installer pulled the cable and kinked it as he was installing the line to his new switch. I replaced the cable and receiver has worked ever since. Now the tech comes on Saturday March 3 and I tell him that I fixed the receiver and I sign his work order that the he fixed the receiver. Now he asks me where the ota antenna is and I said that he was supposed to bring it with him as it says on the work order. He calls his office and tells them that he does not have the antenna that they should deliver one and that he would come back some time today or would be there on Sunday morning by 7 am. He then leaves and I start calling Directv who call Directech. I work my way up to an operations manager who was upset and worked hard to get Directech out to finish the job. What really was amazing was how Directech treated the Operations Manager from Directv. He took notes of everyone we talked to as I have always done and escalated it up and had a technician supervisor out to install the antenna. In addition, he even called back once the technician arrived and when he left. I made sure that I mention his name to the people I contacted after this was complete.

I contacted CSR by email and explained everything that happened and requested that a HSP manager contact me to answer my complaint. I received a call from Directv on Thursday from the Director of Home Service Providers who is in charge of the contracting service providers. He wanted to hear my complete story and guaranteed me that Directech would be in contact with me to go over every item in my complaint. The HSP Director had all the notes from the Operations Manager that worked with me.

Directech was here on March 24 and corrected all the mistakes that the original installer made by not properly grounding the system ( I failed electrical inspection for grounding). I needed to take out a no charge electrical permit for the antenna since it required grounding. All grounding is now connected to a halo ground that I have around the house with cadmium welds.

Now I get a call from the Directech regional manager who wants to know what else they could do to make me a satisfied Directech customer and I explained that I lost 3 ½ days of work and that I lost money due to there inability to provide a proper service. I explained that I was only responsible for 1 day and that they should do something to resolve the issue. I got $750.00 credit on my Directv Account paid for by Directech not Directv. In addition Directech is retraining all technicians, csr’s and supervisors that I noted on the information that I provided Directech and Directv. I was even informed that Directech is working on implementing a customer satisfaction service. This is a survey that will take place by a third party that will contact random customers and request feedback. I was also assured that there will be more quality control checks on system installs and upgrades. The only thing that I am waiting for is a formal written apology for the way that I was treated by Directech. I was told by the Regional Manager that the letter will be sent by certified mail to my attention by his Manager.

So for an upgrade that should have been a minimal cost to Directech has actually benefited me to the following:

Missed Install $100.01
Equipment not Provided ( OTA Antenna) $100.01
HD Access for 1 year @ 9.99 per month $120.00
Reimbursement for lost days at work $750.00

Total: $1,070.02

A written Apology Priceless (Will scan and post when received)

Hopefully better treatment by Directech to Directv’s customers.

Black Lab Productions seems to have some working capital now to pay employee number 3.
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Old 03-28-2007, 09:31 PM   #12  
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Quote:
Originally Posted by eandras View Post
Treker,

"SORRY A LITTLE OFF TOPIC" I too have been with Directv/USSB Days when programming first came to being in I believe 1994 (memory is begining to fade on dates).

I notice your avatar is a beautiful Labrador Retriever. I personally would not let anyone wipe my dog's butt except me. I love my Labrador Retriever. You should not compare your dog's butt to the lowly installation of a Directv system.

Here is the reason why!

1: Your Dog will listen to you - Directv Doesn't

2: Your Dog will always be loyal - Directv Isn't

3: Your Dog is intelligent- Directv is like dealing with a plant and as you know a plant has no brains.

4: Your Dog will take care of you if you need help like keep you warm if you are sitting in a hunting blind in the freezing cold. Directv Installation Department leaves you out in the cold.

5: Your Dog will hide when she does something wrong and will try and make up for the problem. Directv keeps on screwing the subscriber and shows no commitment to it's customer.

6: Your Dog will provide you with unconditional Love - Directv Customer Service makes you feel like you are dealing with your exwife's divorce attorney always taking your money and not giving you anything in return but grief.

I always tell my wife that if we get divorced she can have the Kids But I get the DOG.

I respect my DOG much more than I do Directv.

Especially after the treatment got from Directv and there Installation Company Directech.

Ed Andrascik
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