This is getting ridiculous. I have been a DirecTV customer since 1996. We have 8 HD-DVRs (large family) so have filled our swm-16. We want to upgrade one of them to the the Genie so my wife can record more shows at once and have more storage. While we are at it, we wanted to put a genie mini in another room. That is the only room we even care about watching content from the genie, and that part isn't important.
When I was on the phone placing my order, I asked the lady if it would work in our house with the number of receivers we have. She assured me that the installer would bring the required equipment.
The first installer showed up, looked at the work order wrong, thought we only had 5 receivers. When he got here and I showed him the "more" button on his phone, he said it wouldn't work. THat we needed a SWM-32, which he didn't bring. He called to get one scheduled, then told me they can't install it in a home. That I either had to have a second dish installed or replace two additional DVRs.. I suggested simply setting 3 of our DVRs to single tuner, he said that wouldn't' work when I'm pretty certain it would. He refused to even try.
I reluctantly said replace two additional DVRs with the Genie mini, he didn't have them on his truck and still had to reschedule us to have it done later.
The 2nd installer just came and left. He looked at our wiring. Our house is wired RG-6 from the basement to every TV. He said our wiring wouldn't work. He said our wiring is RG-6 rated at 2.4 GHz and that the genie required 3 GHz and he refused to install it. I can find no reference to this requirement anywhere.
So we've had two installers out and still don't have the genie that I know i could have installed myself in a matter of minutes. I installed most of the receivers in our home before they started requiring installers do it. Who do I contact at DirecTV to get this taken care of? Is there still a customer retention number?