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Qwest/Direct TV Bundle Informative - Buyer Beware
Since the day I signed up for the Direct TV and Qwest (now CenturyLink)bundle through Qwest it has been nothing short of a nightmare. I got an email confirming my order and that a Qwest representative would arrive on a day two weeks later any time between 8am and 4pm. Well that day came and went, and I then spent three hours on hold with Qwest as they tried to figure out what went wrong.
Another week went by before they would come out and actually install this time, and two days following Direct TV would install as well. So I think that my woes are over and that I have no more issues. Well once the Direct TV installation representative leaves we discover that he installed a regular receiver and not a DVR one, something that I specified we wanted at least three times while on hold for three hours.
One more week goes by.
Two months after the initial debacles our TV signal starts going out, we only get certain channels, and there is a "searching for signal" box in the lower right screen. We try and fix the problem per FAQs and the on screen message but to no avail. We then call Direct TV and spend yet another hour on the line as they simply ask us to perform all the tasks we had already done to fix the signal. Finally they agree to send out a rep, and that it will be in two days, from 8 to 12.
At 11:50 the representative arrives and informs us that he cannot do any work because his "hands are tied" because the complex has Qwest satellites and that we must now call Qwest in order to get it fixed. So now I'll just be paying for no TV for yet another week.
This has been hell, both companies are unhelpful and will not hesitate to put you on hold for literally hours. I understand that call center personnel have to deal with petty complaints but they still act as if our legitimate ones have been no real concern and do little to address the concerns or complaints.
I wouldn't wish this nightmare of prolonged frustration and un-helpfulness on my worst enemy. If I wasn't bound to pay a contract cancellation fee I would have severed ties with both companies.
Another week went by before they would come out and actually install this time, and two days following Direct TV would install as well. So I think that my woes are over and that I have no more issues. Well once the Direct TV installation representative leaves we discover that he installed a regular receiver and not a DVR one, something that I specified we wanted at least three times while on hold for three hours.
One more week goes by.
Two months after the initial debacles our TV signal starts going out, we only get certain channels, and there is a "searching for signal" box in the lower right screen. We try and fix the problem per FAQs and the on screen message but to no avail. We then call Direct TV and spend yet another hour on the line as they simply ask us to perform all the tasks we had already done to fix the signal. Finally they agree to send out a rep, and that it will be in two days, from 8 to 12.
At 11:50 the representative arrives and informs us that he cannot do any work because his "hands are tied" because the complex has Qwest satellites and that we must now call Qwest in order to get it fixed. So now I'll just be paying for no TV for yet another week.
This has been hell, both companies are unhelpful and will not hesitate to put you on hold for literally hours. I understand that call center personnel have to deal with petty complaints but they still act as if our legitimate ones have been no real concern and do little to address the concerns or complaints.
I wouldn't wish this nightmare of prolonged frustration and un-helpfulness on my worst enemy. If I wasn't bound to pay a contract cancellation fee I would have severed ties with both companies.
Comments:
Posted by jonthethird on 2011-09-29:
It appears Quest is a reseller of DirecTv, and, as such, is responsible for the maintenance and service issues. All DirecTv is doing is providing the signal. Such arrangements are common in Apartment Complexes. The costs are usually higher then if you had DirecTv on its own, with your own dish.
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