- Report: #258118
Complaint Review: DIRECTV - Nationwide
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DIRECTV
P.O. Box 6550 Greenwood Village, CO 80155-6550 Nationwide, U.S.A.
Phone:
800-494-4388
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DIRECTV & DIRECTECH WILL NOT INSTALL MY SERVICE - INSTALLER'S NO CALL NO SHOW 3 TIMES HOUSTON TEXAS
I have been a long time customer of Directv for over 6 years and was a happy customer until recently when I requested the Mover's Connect service. I called back in mid-May to have my service installed on 06/02/07. The big day came and the installer was a no call no show. I called Directv to check on the call and they told me they rescheduled my appointment to 6/16/07 - thanks for letting me know. Then when 6/16/07 came around yet again no call no show. I called Directv again and was told the same thing!!! This time I was furious that they could just keep canceling and rescheduling me without my notice. I sat on hold for over 2 1/2 hrs with Directv to only be told I would have to wait again until 6/29/07 for my service to be installed. I told them if it wasn't completed that Friday I would cancel.
Surprise Surprise 6/29 came and went with no technician at my house. I received calls this time about 7 from the local Directech office stating that the technician was slow and running behind that he would be out at 7:00p then another call 8:00p then yet another call 9:00p then the final call was he wouldn't be at my house until 10:30p! I said it would be fine I just want my service that I pay for. That's when I received the final call of the night at 9:30 stating the technician would not be able to make it out that night and they tried to reschedule me for maybe sometime Monday??? Why am I not a priority since I've been more than patiently waiting for a MONTH? Again I get on the phone with Directv for over an hour with a gentleman who assures me everything will be taken care of. He suggests I find my own installer and they will reimburse me.... no thanks I already paid for upgraded HDDVR equipment.
So Saturday morning comes and I call Directv at 8:00a since the local Directech office opens that early. I am told to wait a few hours because Directech has my order and will be calling. 11:00 a no call so I call Directv again. Directv calls Directech while I'm on the phone and they say that Mike McDonnell the supervisor was told that I wanted to cancel my service so they didn't plan on coming out to install anything. My exact words were I will cancel if someone DOES NOT come out to my house this weekend. So here we go again on the phone for over 1 hour with a rep, to only be told her supervisor would be calling Mike directly and calling me back with a resolution and everything would be fine. Guess what? No call back no call on Sunday. SO here I am on the phone again on hold, being told that the next available connection time is 7/11 or 7/12 who is that? DO they seriously not want me to be a customer? They are not giving me a choice. I hate to change because I really do like Directv I wouldn't have been a customer for so long but what am I supposed to do? Will keep you updated I'm still on hold!
Nicole
Houston, Texas
U.S.A.
Surprise Surprise 6/29 came and went with no technician at my house. I received calls this time about 7 from the local Directech office stating that the technician was slow and running behind that he would be out at 7:00p then another call 8:00p then yet another call 9:00p then the final call was he wouldn't be at my house until 10:30p! I said it would be fine I just want my service that I pay for. That's when I received the final call of the night at 9:30 stating the technician would not be able to make it out that night and they tried to reschedule me for maybe sometime Monday??? Why am I not a priority since I've been more than patiently waiting for a MONTH? Again I get on the phone with Directv for over an hour with a gentleman who assures me everything will be taken care of. He suggests I find my own installer and they will reimburse me.... no thanks I already paid for upgraded HDDVR equipment.
So Saturday morning comes and I call Directv at 8:00a since the local Directech office opens that early. I am told to wait a few hours because Directech has my order and will be calling. 11:00 a no call so I call Directv again. Directv calls Directech while I'm on the phone and they say that Mike McDonnell the supervisor was told that I wanted to cancel my service so they didn't plan on coming out to install anything. My exact words were I will cancel if someone DOES NOT come out to my house this weekend. So here we go again on the phone for over 1 hour with a rep, to only be told her supervisor would be calling Mike directly and calling me back with a resolution and everything would be fine. Guess what? No call back no call on Sunday. SO here I am on the phone again on hold, being told that the next available connection time is 7/11 or 7/12 who is that? DO they seriously not want me to be a customer? They are not giving me a choice. I hate to change because I really do like Directv I wouldn't have been a customer for so long but what am I supposed to do? Will keep you updated I'm still on hold!
Nicole
Houston, Texas
U.S.A.
3 Updates & Rebuttals
Steve
Bradenton,Florida,
U.S.A.
Nicole, they are "contractors", NOT employees, and THAT is the root of the problem.
#2Consumer Suggestion
Sat, May 17, 2008
Nicole, Just like most cable companies, Directv primarily uses contractors for installations and repairs. This is the root of your problem here. To further compound the problem, there are enough stupid people who will work for nothing while using their own truck, tools, gas, etc. Always ask for a GUARANTEE when making an appointment, and what you will be compensated if that guarantee is broken. Most cable cpmanies do this at the rate of $20-25 per missed/late appt. You should have cancelled after the first no call no show. I never give someone a second chance to screw me. Whenever I am given a "take it or leave it" attitude, I leave it. Done.
Nicole
South Houston,Texas,
U.S.A.
As of today I still do not have Directv service...
#3Author of original report
Sat, May 17, 2008
I waited for 2 more days called Dish Network and magically as if they wanted my business a tech was at my home installing my service. I am now a happy Dish Network customer! Sorry Directv I guess you need to start taking care of your employees from the rebuttal ~ either way Directv customer service sucks. I'm a customer that pays for a service, dispatchers shouldn't promise something they know the installers aren't able to do. When I say I'm going to do something I do it, period.
Eric
Tomball,Texas,
U.S.A.
No wonder the installer didn't show, they don't pay thier workers!
#4UPDATE EX-employee responds
Sat, May 10, 2008
Over and over again this company cheats installers out of their hard earned money. They never pay and it is no wonder that the work is half-assed and not done correctly. These guys are over worked and not paid. The gig is to hire guys, work them like dogs, hold their pay until they quit and then hire more guys. That way they never have to pay anyone. It is a huge rip off, and the trail is miles long of former employees who spend their money and time to install the services , not get paid.
