GenoG
09-25-07, 01:18 PM
Here is the link for the blog: (http://lazydirectv.blogspot.com/)
I have created this blog solely for the purpose of education. I want to make sure the people are aware of the horrid business practice adopted by DirecTV. I do not want others to make the same mistake that I made. I apologize for the lengthy read, but I have a lot to vent at this point.
Earlier this summer all of Columbus Ohio, and the Big 10 region of the country were concerned over the Big Ten Network. This network was offered initially on DirecTV and is not available on local Time Warner cable. Many Big Ten football fans were concerned over not being able to see their Alma Mater play this fall.
One evening we decided to take the plunge and order direcTV. I was on the phone with someone who did not seem to know what they were talking about when it came to the Big 10 Channel, and other HD content. I had to have him ask a supervisor for an answer two or three different times.
After several minutes of a question and answer session I felt comfortable making the switch. I asked him when the soonest installation could be so that I could make sure to watch the next football game. He told me he could not give me an exact date until after I gave him my credit card information. I was a little concerned that I would have to be charged before knowing when I would get service. My uneasiness was handled by his next answer saying that typically customers only have to wait 3-5 business days for installation, so you should be fine, he told me.
After I gave him my credit card number and was charged over $200 for equipment he told me installation would take place on September 24th at 8am. Not 3-5 days out, not 1-2 weeks, but a four week wait for installation. I was shocked that I was not warned that installation could take that long. I told him, no thats ok, I can't wait that long lets cancel the order. "I'm sorry sir, I have already placed the order, you will have to call this 800 number tomorrow if you want to cancel". There was nothing he could do for me.
I calmed down and the next day decided I could try and wait four weeks and watch the football games at a local bar.
The night before the scheduled installation I called DirecTech (800-545-7949) and made sure that the technician could do custom installation if it was necessary. I wanted him to bring a pole mount kit in case it was needed, and any other method to make sure we get proper signal.
Installation Day:
On Monday September 24th I made arrangements with work to come in a few hours late because of the 8am installation. At 10AM I get a call from the technician saying he is getting ready to drive over to my house. Frustrated that it has taken some time to get here, I wait patiently, and hope to be at work soon.
When the technician arrives, he points at some trees and says "can't do it man". I said can't do what? He tells me that we need to move (not going to happen), or cut down all those trees (not all our trees). I understand that we need to have a clear line of sight to receive a satellite signal, but he would not even attempt to install the dish. I pointed to our nearby neighbor residents who also have direcTV custom pole mounted, and another mounted on nearby fences to receive signal. He said, not going to work for you man. I asked him how do we know that? I tried to offer as many options as possible, offering to pay for custom work (such as setup the dish in the best line of sight, use a pole mount away from the trees, set it up on the fence etc). I asked if he could setup the dish in the best spot possible, then I could work on cutting down some branches later today and tomorrow.
He stared me in the face, and actually scared me with how angry he was to have to do custom work. The technician refused to budge, and refused to spend time doing a custom installation. He told me I would need to get someone else to come out to setup the dish. Get someone else?? I waited four weeks, took time off from work, and waited around for him to tell me no way am I doing this work, get someone else to come out and install it.
At this point, I was furious and asked him one last time to just install the dish, and I will work on the trees later. "No way man, I Ain't gonna work for free". I pointed out that we still had two more hours in the installation time slot. Lets set this dish on the fence or on a pole away from the trees, then I can work later on clearing out some branches and trees that might be in the way. The technician again told me to get someone else to do it and called his "supervisor" then left.
After the initial shock wore off from what had just happened, I went inside and dialed direcTV (866-678-9465) to complain about this terrible customer service. I told the woman on the phone everything that happened and the only response I received was "I'm sorry if you feel that way sir". I asked to speak to her manager to complain and had to ask ten times because she refused to allow me to speak with anyone else. When I finally was transfered I got someone else who gave me the exact same frustrating answers from someone I felt was not listening to anything I was saying. She finally did listen to what I was saying when I told her I wanted to cancel my account and have my money refunded to me immediately.
Once my account was canceled I asked her if this is how they typically treat their customers. By refusing to install the dish, and not accepting the extra money to do custom installation. She said, what do you mean? The tech would not do custom installation? Yes, this is what I am trying to tell you! Can you please get someone else out here to do the installation? "I'm sorry sir, I can't do anything for you now, you have already canceled your account". I wanted to scream at her, but asked to speak to her supervisor. After placed on hold for at least 20 minutes she came back to the phone and said she would transfer me to her supervisor Natalie. Of course I got her voice mail, and was forced to leave a message.
Is this really how DirecTV wants to treat their customers? Apparently there are other people who have experienced problems with their service. DireComplaints
Here are some important contact information for the parties responsible for this mess.
DirecTV: 866-678-9465 - Customer Service (or lack thereof) 800-531-5000
E-mail Form
DirecTech (800-545-7959) - Headquarters (866-500-5030) -
E-mail - customer service or e-mail the CEO
I have created this blog solely for the purpose of education. I want to make sure the people are aware of the horrid business practice adopted by DirecTV. I do not want others to make the same mistake that I made. I apologize for the lengthy read, but I have a lot to vent at this point.
Earlier this summer all of Columbus Ohio, and the Big 10 region of the country were concerned over the Big Ten Network. This network was offered initially on DirecTV and is not available on local Time Warner cable. Many Big Ten football fans were concerned over not being able to see their Alma Mater play this fall.
One evening we decided to take the plunge and order direcTV. I was on the phone with someone who did not seem to know what they were talking about when it came to the Big 10 Channel, and other HD content. I had to have him ask a supervisor for an answer two or three different times.
After several minutes of a question and answer session I felt comfortable making the switch. I asked him when the soonest installation could be so that I could make sure to watch the next football game. He told me he could not give me an exact date until after I gave him my credit card information. I was a little concerned that I would have to be charged before knowing when I would get service. My uneasiness was handled by his next answer saying that typically customers only have to wait 3-5 business days for installation, so you should be fine, he told me.
After I gave him my credit card number and was charged over $200 for equipment he told me installation would take place on September 24th at 8am. Not 3-5 days out, not 1-2 weeks, but a four week wait for installation. I was shocked that I was not warned that installation could take that long. I told him, no thats ok, I can't wait that long lets cancel the order. "I'm sorry sir, I have already placed the order, you will have to call this 800 number tomorrow if you want to cancel". There was nothing he could do for me.
I calmed down and the next day decided I could try and wait four weeks and watch the football games at a local bar.
The night before the scheduled installation I called DirecTech (800-545-7949) and made sure that the technician could do custom installation if it was necessary. I wanted him to bring a pole mount kit in case it was needed, and any other method to make sure we get proper signal.
Installation Day:
On Monday September 24th I made arrangements with work to come in a few hours late because of the 8am installation. At 10AM I get a call from the technician saying he is getting ready to drive over to my house. Frustrated that it has taken some time to get here, I wait patiently, and hope to be at work soon.
When the technician arrives, he points at some trees and says "can't do it man". I said can't do what? He tells me that we need to move (not going to happen), or cut down all those trees (not all our trees). I understand that we need to have a clear line of sight to receive a satellite signal, but he would not even attempt to install the dish. I pointed to our nearby neighbor residents who also have direcTV custom pole mounted, and another mounted on nearby fences to receive signal. He said, not going to work for you man. I asked him how do we know that? I tried to offer as many options as possible, offering to pay for custom work (such as setup the dish in the best line of sight, use a pole mount away from the trees, set it up on the fence etc). I asked if he could setup the dish in the best spot possible, then I could work on cutting down some branches later today and tomorrow.
He stared me in the face, and actually scared me with how angry he was to have to do custom work. The technician refused to budge, and refused to spend time doing a custom installation. He told me I would need to get someone else to come out to setup the dish. Get someone else?? I waited four weeks, took time off from work, and waited around for him to tell me no way am I doing this work, get someone else to come out and install it.
At this point, I was furious and asked him one last time to just install the dish, and I will work on the trees later. "No way man, I Ain't gonna work for free". I pointed out that we still had two more hours in the installation time slot. Lets set this dish on the fence or on a pole away from the trees, then I can work later on clearing out some branches and trees that might be in the way. The technician again told me to get someone else to do it and called his "supervisor" then left.
After the initial shock wore off from what had just happened, I went inside and dialed direcTV (866-678-9465) to complain about this terrible customer service. I told the woman on the phone everything that happened and the only response I received was "I'm sorry if you feel that way sir". I asked to speak to her manager to complain and had to ask ten times because she refused to allow me to speak with anyone else. When I finally was transfered I got someone else who gave me the exact same frustrating answers from someone I felt was not listening to anything I was saying. She finally did listen to what I was saying when I told her I wanted to cancel my account and have my money refunded to me immediately.
Once my account was canceled I asked her if this is how they typically treat their customers. By refusing to install the dish, and not accepting the extra money to do custom installation. She said, what do you mean? The tech would not do custom installation? Yes, this is what I am trying to tell you! Can you please get someone else out here to do the installation? "I'm sorry sir, I can't do anything for you now, you have already canceled your account". I wanted to scream at her, but asked to speak to her supervisor. After placed on hold for at least 20 minutes she came back to the phone and said she would transfer me to her supervisor Natalie. Of course I got her voice mail, and was forced to leave a message.
Is this really how DirecTV wants to treat their customers? Apparently there are other people who have experienced problems with their service. DireComplaints
Here are some important contact information for the parties responsible for this mess.
DirecTV: 866-678-9465 - Customer Service (or lack thereof) 800-531-5000
E-mail Form
DirecTech (800-545-7959) - Headquarters (866-500-5030) -
E-mail - customer service or e-mail the CEO