Directv: Complain or Not Complain?

[isucyfan]

I know, I know...another Directv thread?

But I'm seething here and need some advice.

I had to wait three weeks for an HD upgrade, and finally yesterday was the day. The installer was to be here anywhere from 12-4 PM. He called to say he was running late, and would be here between 5-6. He showed up at 7PM, tried the install as it got dark, finally decided he had bad equipment, and left at 9PM without having installed it.

He says he'll try to clear out his schedule and be here as soon as he can in the morning. I get an automated call from Directv at 8AM saying an installer will be here within 45 minutes. At 9:45, he calls and says he'll be here in an hour. At 11:30, he calls and says he will be here early evening! At 4PM, he calls and says he is too busy and will need to come tomorrow, and I can "pick my time".

I am so ticked, but don't know if I should call and complain until he actually has installed the dish, for fear he will purposely screw me over. I have basically wasted two entire days waiting for him, and all he's accomplished is misaligning a dish so I don't even get all the SD channels I did before he came.

Sorry for the long post, but it's therapeutic for me.:sad:

 

[HILLCYD]

Direct TV is having a major issue finding help to do installs. I had to wait 2 weeks to get my dish replaced after storm damage this summer. There are ads all over the place looking for installers for these places. Their demand is through the roof right now as cable continues to push away customers.

 

[Jonecy]

That definitely sounds like grounds to complain to me and I would do it sooner rather than later.

On a side note, I saw that you live in St. Paul. I live in Chaska (sw suburb of Mpls) and just upgraded to HD through Comcast last week. I called and they told me I could go pick up my new HD cable box immediately at one of their service centers, so I did and had HD as soon as I got home and hooked it up.....nothing more.

It probably wouldn't hurt to threaten to switch to Comcast when you call to complain either. Even if you don't want to swtich, they should offer you some free service.

Good luck!

 

[isucyfan]

That definitely sounds like grounds to complain to me and I would do it sooner rather than later.

On a side note, I saw that you live in St. Paul. I live in Chaska (sw suburb of Mpls) and just upgraded to HD through Comcast last week. I called and they told me I could go pick up my new HD cable box immediately at one of their service centers, so I did and had HD as soon as I got home and hooked it up.....nothing more.

It probably wouldn't hurt to threaten to switch to Comcast when you call to complain either. Even if you don't want to swtich, they should offer you some free service.

Good luck!

Yeah, I didn't know I would need a whole new install. I have thought about Comcast, but they're a little more expensive, and especially in the area of internet if I bundled. I am not above threatening it, though.

So you think I should complain before this guy actually gets here tomorrow? I don't want to have a disgruntled installer on my hands. I was planning on calling and asking for a refund of the new box or something after it was all done.

 

[jakemcilroy]

As a long time DirecTV customer...YOU NEED TO COMPLAIN. It will take some effort, some time on the phone, etc, etc. But they will always give you free stuff if you complain about things like this. Every 6 months or so I make it a point to call and complain about something. It's stupid but they will always take some money off your bill, free updgrade, etc.

Anytime their expenses go up, they pass them on to their CURRENT subscribers. Potential subscribers always get better deal options, etc. It really makes me mad but they always "take care of me" when I threaten to switch to Dish, etc. I enjoy their programming but at some point I'll probably switch.

Bottom line, don't let this go. You'll get something out of it. I got them to give me a FREE HD / DVR and free extra (4th in our house) standard receiver because I was mad their HD / DVR's were still $200 and I could get form Dish for free.

Long story, long sorry.

 

[jakemcilroy]

Get through the install first...then call in and talk about how big of an inconvenience it was for your work schedule, two days off, constant re-scheduling, etc. Get after them a bit.

 

[isucyfan]

As a long time DirecTV customer...YOU NEED TO COMPLAIN. It will take some effort, some time on the phone, etc, etc. But they will always give you free stuff if you complain about things like this. Every 6 months or so I make it a point to call and complain about something. It's stupid but they will always take some money off your bill, free updgrade, etc.

Anytime their expenses go up, they pass them on to their CURRENT subscribers. Potential subscribers always get better deal options, etc. It really makes me mad but they always "take care of me" when I threaten to switch to Dish, etc. I enjoy their programming but at some point I'll probably switch.

Bottom line, don't let this go. You'll get something out of it. I got them to give me a FREE HD / DVR and free extra (4th in our house) standard receiver because I was mad their HD / DVR's were still $200 and I could get form Dish for free.

Long story, long sorry.

I am going to complain...now it's just a matter of when.

Before or after the install? Do I want a ticked off installer?

 

[Jonecy]

Yeah, I didn't know I would need a whole new install. I have thought about Comcast, but they're a little more expensive, and especially in the area of internet if I bundled. I am not above threatening it, though.

So you think I should complain before this guy actually gets here tomorrow? I don't want to have a disgruntled installer on my hands. I was planning on calling and asking for a refund of the new box or something after it was all done.

I guess that's your call. If he's coming tomorrow, you may just want to wait, but if you let him keep having his way without complaining he may try to keep brushing you off. Based on the other comments, it sounds like they're hurtin' for installers, so complaining may not do much anyway?

As for Comcast, I know they're a little more expensive but I've been pretty happy with their service and customer service in general. I have phone, internet & cable through comcast. I've never had Directv or any satellite provider for that matter, so I'm not really sure which is better overall..... just my $.02.

 

[isucyfan]

Get through the install first...then call in and talk about how big of an inconvenience it was for your work schedule, two days off, constant re-scheduling, etc. Get after them a bit.

This is what I'm leaning towards.

I call in every six months or so, and don't even complain. I just say, "You always have good deals for new customers, what do you have for loyal customers like me??" I almost always get free movie channels or $ off my bill.

 

[jakemcilroy]

I am going to complain...now it's just a matter of when.

Before or after the install? Do I want a ticked off installer?

The install dude probably can't do anything for you as he's contracted out for DirecTV. Get him to do his thing, then call. Make sure you have a specific timeline when you call in to complain.

 

[isucyfan]

The install dude probably can't do anything for you as he's contracted out for DirecTV. Get him to do his thing, then call. Make sure you have a specific timeline when you call in to complain.

I'm writing everything down...believe it or not my OP was the short version.

I didn't even mention how unprofessional he is aside from being late.

 

[cybsball20]

Sometimes I wonder if the Cable-Satallite-Phone type companies realize that people work during the day and if you say you are going to be there you need to be there. I had the same situation trying to get Direct TV and when the guy finally DID show up he said he can't install it because of the trees.

 

[isucyfan]

Sometimes I wonder if the Cable-Satallite-Phone type companies realize that people work during the day and if you say you are going to be there you need to be there. I had the same situation trying to get Direct TV and when the guy finally DID show up he said he can't install it because of the trees.

At least I am home all day, but that doesn't mean I have time to sit and wait around for them either. I missed out on a family function Sunday because of it, they were on the roof of my house at 9PM when my kids were trying to sleep, and I had to stay home to do my grad school work instead of going to the library.

They suck, and I'm going to let Directv know it. The guy told me that they charge him $100 for every service call they get after installation...I wonder what happens if people complain about stuff like this??

 

[jumbopackage]

Eh, probably not a whole lot at this point.

It's not like DirecTV can afford to go pissing off all their installers as busy as they are.

 

[BryceC]

Don't installers make a lot of money? Career change time!

 

[candg4ever]

I had Directv here a couple of months ago and had no problems whatsoever, lucky me, huh? If I had to go thru what you have, I'd be griping a lot. They'll do whatever it takes to make you happy almost all the time. I'd let them know what's going on. They mat need to kick some installer butt.

 

[cybsball20]

Don't installers make a lot of money? Career change time!

Last year about this time I met a guy who came up from Texas just to be an installer because of the demand up here. He said he was making around $6500/mo.

 

[dmclone]

Directv has made some major changes in the last year and the installers now are making very little.

 

[cybsball20]

Directv has made some major changes in the last year and the installers now are making very little.

Then it's no wonder the service levels have decreased...

 

[dmclone]

From AVS forum

Contractor using my own truck,I pay for everything!

Install 3LNB dish and D-12 unit about 2 hours work = $60

Install 5LNB dish and HR20 unit,phone line and antenna 4-5 hours work= $60


Get $15 for each extra unit, no extra pay for multi switch or second line to DVR.

Make the boss mad and he will starve you to death.

Something fails during the first 90 days even 100 miles away $0 to fix it.