Direct TV Complaint - TV is down due to snow storm
LYNDHURST, OHIO -- To Whom it may Concern:
Please be prepared to find angry ire in my writing, because of the miserable experience I have experienced in the last 18 hours, and will continue until the snow and ice thaw, which could take all week.
To begin, my name is Charles A. Mancuso and I am a brand new customer with Direct TV in Cleveland, Ohio...Suburb, Lyndhurst, Ohio.
I have resided in California for 33 years, and now have moved to my home in Cleveland, in order to take care of my mother, who is 96 years old.
I am a first time user of Direct TV and I have enjoyed it up until now.
I have been using cable with Cox Communications for many years in California and I was somewhat satisfied. I wanted to try Direct TV because they have the capability of getting all of the NFL football games.
MAJOR ON-GOING PROBLEM
We had our first notable snow storm on Tuesday, December 27th. At 4:00 PM, EST, my Direct TV when down with no signal. As of now, which is Wednesday, December, 28 @ 10:00 AM, I still have no signal.
MAJOR CONCERN TO ADDRESS THE ISSUE.
I am not upset that the snow covered the dish and there is no signal, but I am angry the way they have been responding to the solution, or should I say, they are not offering solutions, but only reading a canned answer to the problem.
I have spoken to five technical support people on the phone, who have been very nice and professional, however, they have very unacceptable solutions to fix the problem. This has taken about two total hours of my phone time.
I. I tried the easiest suggestions
a. I unplugged the outlet for 15 seconds...Result...Negative
b. I re-set the red button on the receiver five times. Negative
c. I removed the memory card and replaced it five times...Negative
II. Outside Dish Solutions. Here is where I cannot not believe their
response to the problem.
a. Knock the snow off with a broom. The dish is on the roof, 15 feet
high, not to mention five inches of snow. I am 65 years old,
disabled, afraid of heights and don't have a ladder.
b. Throw a snowball at the dish to knock off the snow. Are they
kidding me? I have a once broken shoulder and can't even thow a
snowball, if I wanted to. UNACCEPTABLE
c. Put saline solution in a squirt shooting toy gun and spray it on
the snow to remove it. UNBELIEVABLE.
d. Ask a neighbor, to risk his or her life. RIDICULOUS.
The bottom line is: THEY HAVE NO ANSWER.
e. I have sold teflon and silicone for thirty + years. If they
had coated adequately with teflon, then this problem would have
not occurred. Poor manufacturing procedures.
I will not be able to watch my TV until the snow and ice thaw. Until then, I will be sitting here taking care of my 96 year old mother, without any mental relief. Canned answers are not acceptable.
DIRECT TV COMPANY POLICY
They are not allowed to make a service call to knock off the snow. They would have all the means to do it, with the crazy ideas they gave me.
I have paid for the protection plan.
I suggested they move the dish to a lower location. Two problems.
a. The reception will be less than adequate.
b. I would have to pay for re-installation. This is only adding salt to
my perverbial football wounds.
I cannot believe Direct TV did not plan for this fiasco. I am sure they have a lot of dishes in the Midwest and east coast that will encounter this problem.
At this time, all I have to argue is to be reimbursed financially for the down days. That has somewhat been acknowledged, however, I believe a lot more should be done, beyond that for my Ill-Will and frustration.
They have me coming and going. I signed a two year contract and I can't even cancel my Direct TV to go back to cable. Cable never had a problem of correcting their issues.
If I am fortunate enough to have someone read this complaint and is a decision maker or at least an influencer, hopefully some resolve will occur...WHEN...WHO KNOWS. PLEASE ADVISE.
Charles A. Mancuso
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