DirecTV Inc Complaint - Dierct TV poor installation, customer service & no resolution
ORLANDO, FLORIDA -- I have been a long time customer of DirectTV and why put up with poor customer service and one hand doesn't know what the other does or is doing?? NFL Ticket. I upgraded my service to get local channels in HD, so that when my local stations carry the NFL ticket blackout games I could not see in NFL HD. I call to get the upgrade, customer rep offers me to upgrade to a HD DVR for free also. After a 6 week scheduling backlog (shows how much NFL Ticket is the foundation of DirectTV)he tells me I can get it installed on 9/9/2006 the day before the Sunday season starts. The local HD & HD DVR were 2 separate service call, but I told the rep book them both for 9/9/2006. When the morning of 9/9 comes around the tech shows up to replace the DVR. I asked him if he would be doing the local channels HD upgrade. He said no, "I have no idea how to do that work" Ok well is another tech coming to do that? can you check with the office? He calls his supervisor (the local area DirectTV installation company is called MASTEC). I talk to the supervisor and he says the order is messed up that they put me in for a DVR upgrade & 3 LNB dish, I already have a 3 LNB dish and need a 5 LNB dish for the local HD channels. He tells me you will have to call back DTV and initiate a work order, but thats about 5 week wait period. So I call DTV "A" list phone number which I received about 6 months ago, since I pay them $170/mth for the services I subscribe to. DTV tells me no they have the work orders messed up, let me call the local installation company. While I'm on hold/phone for 15+ minutes the DTV van drives up, not the same guy as before. I ask, are you here for the local HD upgrade? Yes he says. Good deal lets get started, I'm going to be HAPPY now. He begins to install the new dish. While he is doing everything, I have questions about the new receiver etc. Everything I asked him about, I would have gotten a better response from my dog. (Slight language barrier) Here are a few of the quality installation mishaps. 1. leaves previous dish bracket attached to my house. 2. leaves 4ft new dish empty box in my back yard along with several cut cables etc. 3. Tracks grass through my house when coming inside to install receiver. 4. Forget to install a few things from receiver box until I went through what he had set aside to through away. 5. Breaks floodlight on my house while installing new dish.
He leaves and I have to go do a few things prior to the games starting. Get home turn on TV to watch a little college football on local stations in HD, and yes #6, he only dialed in an 80% signal for my local HD channels. The people running in the games and the tennis ball at the U.S. Open look like they are freeze framed or doing the "robot". Well should I have expected anything else!! Call DTV, they call local MASTEC (installation company) "a supervisor will call you and come out and fix the issue" of course "we apologize, here is the local installation phone # if you don't hear from them in 30 minutes. (I called the number and you get a constant busy signal). Well Sunday morning (next day) call the number again, get through, ask about when a supervisor will fix my signal strength. Let me get your phone number and I will call you back, we are VERY busy and I don't know if the tech in that area will be able to get there today. Well of course, when you don't do it right the first time, your going to be VERY busy. Over 24 hrs later still no call!!!! Yes DTV will give me $100 for every person I get signed up for new service, I wouldn't do that to my worst enemy!!!
Its too bad this type of information can't be relayed to Wall Street, because that's the only way any CEO, CFO, VP, etc of DirectTV is going to care. Remember DTV slogan "somebody up there loves you, DirectTV" well they love you paying the bill but they are going to love you and leave you when it comes to fixing your problem with their service!!!!
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