DirecTV Inc Complaint - One screwup after another...now they send a CRIMINAL?
BOSTON, MASSACHUSETTS -- I hardly know where to begin. I seriously am sitting here dumbfounded. Please, if you're not already sitting, do so in order to protect yourself from harm when you, too, fall over in disbelief. Let me set the stage for what just occured...
A year and three months ago, we ordered DirecTv installation with three receivers. When we called, we told them it would be a roof install, and to please be prepared. The technician arrived and, although friendly, was clueless. Roof install? What does that require? We took him to the neighbor's house and showed him how it was installed. He was still lost. He mumbled something about going to Home Depot for supplies and left...never to return.
Not a good start.
A few days later, after our complaint call...the same clueless oaf arrives with the equipment. Apparently he had been schooled in roof installations in the days between visits. He installed the dish, activated the receivers...and off he went. We were thrilled...for about fifteen minutes, until we realized we were only getting about half the channels we were supposed to get. We called DirecTv who somehow zapped their magic through the atmosphere...and voila! Channels! Yayyyyyyy.....? No, not yet. At this point, my son ran upstairs and turned the receiver on in HIS room. That's when the screen on the tv downstairs...went blank.
Did you know that you can really punch the numbers on the phone HARD...and it doesn't make anyone answer faster?
Another call to DirecTv. They are VERY sorry for our inconvenience and will be sure to send the oaf back out with his supervisor in a WEEK. Ok, we weren't happy...but he's bringing his supervisor. We can wait a week! Right? Seven days later, Oafmeister and his boss arrive to save the world. They determined our multiswitch was bad. (It was a whole week old afterall.) Darn shame of it all was...they didn't have another with them. Oh, not only that but...we would have to wait for DirecTv to send one through the mail. Have you ever seen the cartoons where really mad people turn red gradually from their neck to their foreheads? My husband did that. It was really quite frightening. Still, we waited. It arrived. My husband, directed by the Oaf's supervisor via telephone...installed the multiswitch. IT worked! Life was sweet.
For a little while.
Soon, my son's receiver could no longer pick up channels if the television in my bedroom was on. Ok, at this point we understand that it was somehow our predetermined destiny in life to have two recievers instead of three. We swallowed hard and just made concessions. We would turn our tv off when Jimmy Neutron was on if he would turn his off when the Nascar race was on. Peace has been restored...and it didn't require a technician!
Three months ago, we decided to take a vacation. Risky, I know...with nobody at home to babysit the receivers. Upon returning, we immediately realized we couldn't get channels on any of the televisions if any other television was on. Not only that, but we were...once again...not getting the full lineup. The Handy Dandy phone technician determined that our downstairs receiver was the evil culprit and it should be replaced. Groovy. Ever the optimist, I perked at the thought of having a DVR. Could they? Would they? They did! One week later, my shiney new DVR was installed. Yayyyy, right? Well, until we were once again not getting all of the correct channels.
By now they are on speed dial. Just hit "speed" and dial 9.
The technician arrived on time, which scared the living hell out of me. He stands, shaking his head...and declares it to be a problem with the multiswitch. Again. This guy happens to have one in his truck...and ten minutes later, we are receiving full service! I asked him to marry me, but he didn't like the idea of sharing me with my husband. I cried when he left. He has such promise! Such hope!
Hey, know the mute button on the remote? Go push yours real fast...and tell me what happens. No really, go do it. I'll wait. What's that? No sound? Exactly. That's the same effect we got about a week later, simply by turning the television on. We had a beautiful picture and could clearly see every channel...but...no sound.
Phone..."speed"...9. "Hi, Bob? It's me. How are the kids?....are the techies busy? Awww, I missed them too. It was a long week without them."
About five days later, this really nice technician from Alabama arrived. I struck up a conversation while he looked the DVR over, because I don't run into many other "Non Yankee" types up here in Boston. I asked how he ended up here, and he said it was because DirecTv had been using some technicians that weren't trained well and had been doing installations all wrong. FINALLY! It was now abundantly clear that DirecTv had arranged a service call by someone fully capable of handling the situation. Right?....I mean....right? Any shred of possibility in that theory dissolved as I saw him quizzically running through the "on screen troubleshooting" guide. My houseplant could have done that all by itself. He stood up, said it can be fixed...but not by him...and left. Okaaaaaay.
Phone. "speed" ...9
A few days later, I sat waiting for the morning service call. They promised me he would be there between 8 and noon. I figured that meant 2:00. At 3:00, I called. "He must just be running behind." Ok, I can dig it. I'm cool. 5:00...I call again. I'm asked to please be patient. (Considering the history, the fact that I haven't turned homicidal is clear testament to my enduring patience.) At 6:30, he arrives....absolutely REEKING of alcohol. It was almost a visible cloud of odor, hanging around his body. This guy has to be smart...to have made a clear decision to drive on a military installation while intoxicated. I mean, hey...these military guys don't have jurisdiction over non-military guys right? This jolly party animal declares the issue to be a wire...or...the DVR is bad. Either/or. He replaces the wire and tells us we have to call DirecTv ourselves to ask for the new DVR, since he's just a contracted technician. FINE.
PHONE...SPEED...9. My husband will need all of his molars to be resurfaced due to the intense grinding that took place during this call. The replacement DVR will arrive by next-day air. We mistakenly took this to mean...the next day. Actually, we figured it would be two days, since it wouldn't go out until the following day. Five days later, I pondered why they even bother calling it "Next Day Air."
A few wires later, some adjusting, clicking, pointing and praying...and we have channels...sound...action!!! It's PARTY TIMEEEEEEE!!!!
Enjoy it while it lasts.
Last week...it seemed as though someone tracked our favorite channels, then arranged for them to consistantly malfunction on the bedroom television. (DVR is still working well downstairs, but hey...my husband installed it.) We called, and were promised someone would come out between 8 and 12 the following Monday .. Saturday, we received a call confirming the appointment. How uplifting! Monday morning, we couldn't wait to see the new technician. Would it be the multiswitch installer from days gone by? Maybe it would be the drunk guy, and we could perform an intervention? With anticipation, we waited. and waited....and...waited. Nobody. At 3:00, DirecTech called to see if the technician had arrived. I swear, the cartoon anger thing is scary in person...but this time I got to see the steam out of the ears, too. I'm scarred for life. The person on the phone was appalled that nobody had come out to fix the receiver. After a mere four hours of talking to DirecTv, DirecTech and BlueGrass Satellite it was decided that a supervisor would be sent out to do the work himself at 8:00 that evening. At 8:45, my not so thrilled husband called them to report that...once again...nobody had shown up. (I swear, they school their employees on the art of sounding shocked.) At 11:00, my husband hung up...(long conversation, eh?) and told me that a technician would be at our home between 3:00 and 6:00 pm today. At 2:45, I received a call from the technician, asking for directions to the base. I punted and gave him my husband's work phone number. (I can get you around Oklahoma blindfolded...but Boston?) My husband agreed to meet him at the base gate. After coming home to change clothes, he headed to the gate to sign in our trusty technician.
Sounds easy! Almost there! Right?.....what? WHAT NOW?
Apparently when signing in the technician, they asked to see his driver's licence. I mean, hey...he's being granted permission to enter a military facility. The least he can do is offer photo identification, right? Nope. Registration? No...not that either. Hey, just for kicks...let's run the tag!!! WHAT? STOLEN TAG? Yes. Stolen tags. Ok, this guys looks shady, we're going to run a check on him. Listen carefully as I share the rest of this story. His "rap sheet" printed out...nine pages long. Stolen tags, no identification and a nine page rap sheet. THIS guy wants permission to enter the base? Yeah, right! So, not only was he turned away....but...they confiscated his truck and all of his equipment. No, seriously...they did! No, I mean it! My fast moving hubby grabbed our digital camera and took a picture of the tow truck hauling off the little white pickup with the blue DirecTv symbol on it. (If you share your dessert with me, I'll share the picture.)
So, I'm sitting here tonight with yet another promise from DirecTv that someone will be here in the morning. My husband told the nice guy at Speed+9 to please send a sober guy without a warrant ...possessing some knowledge of satellite repair, and bearing all necessary equipment. I now realize that we should have specified this the FIRST time.
Seriously, it appears that DirecTv knows nothing about the people who are contracted to conduct their installations. Yet, these people represent their company face to face with their customers. We have been told time and time again during this fiasco that these people are NOT DirecTv employees. Maybe not directly, but they ARE hired BY DirecTv. Remember, the truck that was towed away tonight had a blue DirecTv logo on the door.
So. If tomorrow doesn't go as smooth as silk, we will be using our free legal services to break this contract. We will then spend our money on something more fulfilling...like...elective gum surgery or maybe fiberglass underwear. A friendly DirecTv customer service representative informed me that breaking a contract wasn't possible. Well, at one point I told Blue Grass Satellite that we could have them banned from working on the base, and they didn't buy that either. That happened today. Fruition!
If you're considering DirecTv service, please save yourself. If this still sounds worthy of your time, effort and money, please use your funds to acquire psychiatric services for yourself. Either that or run...don't walk...to your local digital cable company.
Hey, anyone know how to get a "9" button replaced on a phone? Mine is worn out.