Going around in circles with Directv after 9 years of great service.
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It may have been a local installer, but he was working for Directv, not himself. Try calling a local company that does installs.
Sent an email to Michael D white at DTV today and explained the issue at hand.
(Account numbers and work orders numbers have been edited out)
A few hour latter i get a reply from Mr White stating.
Seams a little generic reply to me.
I guess we'll see if this gets resolved in a timely matter.
Mike
(Account numbers and work orders numbers have been edited out)
A few hour latter i get a reply from Mr White stating.
Seams a little generic reply to me.
I guess we'll see if this gets resolved in a timely matter.
Mike
I still hope you get this resolved and glad you sent the letter to get a resolution; but can say from past dealings in business life that the threatening tone the letter took (in the last two sentences) in one's 1st letter seeking CEO help is a bit over the top. You really do catch more flies with honey.
Just as a side note.
The FCC has nothing to do with any of this and can't do anything; likely wont even take a real complaint.
The BBB has been a joke for well over 10 years and will take any complaint on anything to extort money from business to maintain a C+ or higher rating to tout to those users not in the know; most people know not to take them serious for any real substantive ratings material or help.
Just as a side note.
The FCC has nothing to do with any of this and can't do anything; likely wont even take a real complaint.
The BBB has been a joke for well over 10 years and will take any complaint on anything to extort money from business to maintain a C+ or higher rating to tout to those users not in the know; most people know not to take them serious for any real substantive ratings material or help.
...and on another note, that reply is almost certainly an auto-reply or from a staffer that will be escalated accordingly. Good luck and let us know what happens.
This may be true about the BBB. As for the FCC i fully understand this. I'M pissed and my fingers type faster than my brain works some times.
Now on the business aspect of this issue. I was not joking about running my own business.
If I EVER! find out my CSR treat my customers the way i have been treated. They are fired and out the door.
This is unexpectable business relations between customer and the company.
Mike
I hear you, and trust me I do agree with how you run your business, just think (IMHO) that its a bit over-played on a 1st contact attempt is all.
Thanks for the support, And yes it was a bit over the top.
But from one president to the other the comment i made went right over his head.
At times i too receive this type of email on my desk.
These are the ones that need to be fixed in a promptly fashion.
As for you other post about an Auto reply? Yes i agree.
But i do know it will get forwarded to his desk come Monday morning.
Then again the reply was returned from.
Mike.White@DIRECTV.Com
Don't worry, I'll keep everyone updated about this issue.
On a side note:
It's ironic that this whole issue is just to watch TV?
UPDATE: Well folks to my surprise it get a call from Mr White him self.
We talked for about an hour and he expressed his concern for the way i have been treated these past weeks.
We went over my account details together and he him self found many mistakes in the work orders and the time frame this has accrued.
Mr White assured me this will be taken care ASAP.
He put me on a conference call with Colorado main install office that handles DTV installs for the country.
Everything got moved up to tomorrow with a senior install tech.
He also assured me that the tech will have all the correct equipment to finish the instal to my liking.
This is a list of what will be installed tomorrow.
And this also.
Take note of the DIRECTV® 18x20 Triple LNB Satellite Dish.
From my understanding it receives these sats.
I was under the impression that the 3lmb received 101.103.110.
As we all know i have a LOS issue with the 119.
Is this a typo or was i miss informed?
Mike
We talked for about an hour and he expressed his concern for the way i have been treated these past weeks.
We went over my account details together and he him self found many mistakes in the work orders and the time frame this has accrued.
Mr White assured me this will be taken care ASAP.
He put me on a conference call with Colorado main install office that handles DTV installs for the country.
Everything got moved up to tomorrow with a senior install tech.
He also assured me that the tech will have all the correct equipment to finish the instal to my liking.
This is a list of what will be installed tomorrow.
And this also.
Take note of the DIRECTV® 18x20 Triple LNB Satellite Dish.
From my understanding it receives these sats.
I was under the impression that the 3lmb received 101.103.110.
As we all know i have a LOS issue with the 119.
Is this a typo or was i miss informed?
Mike
I hate to be the one bringing bad news, but it looks like they have the wrong dish again. The Triple Sat 18x20 is the 101/110/119. It will not have the 99/103. Now this isn't to say they will not have the right materials.
First you need to understand that in most cases, DirecTV farms out their tech work to large HSP's, home service providers. They are not DirecTV, so to speak. So if the CSR screws up your order, its hard to blame the RSP. And vice versa, its hard to blame DirecTV if they got it right but the RSP screws it up. Both happen all the time.
So what you need is to find the direct contact number to the general manager of your local HSP if this gets screwed up again. When the tech arrives (and its wrong yet again), make him get his supervisor on the phone. Talk to him and get his number. Tell him you have corresponded to the Mr White about this issue. Make him give you his managers number. If he hassles you about not giving you the number or makes claims he is the "highest in charge", take his full name down and let him know you will be responding back to Mr. White. Try not to hassle the tech, he's just doing his job. Tell the manager to bring out the proper equipment immediately so they can get the job done.
1st, if the tech precalls (calls you before he comes out) make sure he has the right equipment. If he doesn't, have him come anyways to waste his time and for him to fully understand what you need. This is what you need:
The international dish that is listed on the work order you posted, the 36" international dish that points to 95.
Tell him you need the slimline dish for HD.
Tell him you need the NON SWM 3 LNB that ONLY points to 99/101/103. Reiterate to him that you will require the separate international dish that points to 95, so a SWM will NOT work. Additionally, tell him you have 110/119 LOS issues so the 5 LNB will NOT work.
Unfortunately the NON SWM 99/101/103 LNB is not a popular item, but it does exist. I use one on my system.
If he does indeed bringing the 18x20 triple sat dish that is listed, I would kindly write back to Mr White and explain to him AGAIN that his most competent employees screwed up yet again.
Good Luck!
First you need to understand that in most cases, DirecTV farms out their tech work to large HSP's, home service providers. They are not DirecTV, so to speak. So if the CSR screws up your order, its hard to blame the RSP. And vice versa, its hard to blame DirecTV if they got it right but the RSP screws it up. Both happen all the time.
So what you need is to find the direct contact number to the general manager of your local HSP if this gets screwed up again. When the tech arrives (and its wrong yet again), make him get his supervisor on the phone. Talk to him and get his number. Tell him you have corresponded to the Mr White about this issue. Make him give you his managers number. If he hassles you about not giving you the number or makes claims he is the "highest in charge", take his full name down and let him know you will be responding back to Mr. White. Try not to hassle the tech, he's just doing his job. Tell the manager to bring out the proper equipment immediately so they can get the job done.
1st, if the tech precalls (calls you before he comes out) make sure he has the right equipment. If he doesn't, have him come anyways to waste his time and for him to fully understand what you need. This is what you need:
The international dish that is listed on the work order you posted, the 36" international dish that points to 95.
Tell him you need the slimline dish for HD.
Tell him you need the NON SWM 3 LNB that ONLY points to 99/101/103. Reiterate to him that you will require the separate international dish that points to 95, so a SWM will NOT work. Additionally, tell him you have 110/119 LOS issues so the 5 LNB will NOT work.
Unfortunately the NON SWM 99/101/103 LNB is not a popular item, but it does exist. I use one on my system.
If he does indeed bringing the 18x20 triple sat dish that is listed, I would kindly write back to Mr White and explain to him AGAIN that his most competent employees screwed up yet again.
Good Luck!
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If he has SWM capable receivers he will get SWM. They will use an LNB 3 into a SWM 8 with 4 lines in from the dish and 1 into flex port 1 for his 95 programming. As far as the 18X20 he's correct. It only picks up 101, 110, and 119 with no HD programming. Hopefully it all gets taken care of! Keep us posted
So if all you guys were on the phone together discussing what was needed, how did this happen? Do have any new HD ordered or in your current package? If not, maybe that's why you got the old dish?
Seems from all the past discussions you need the DirecTV AU9-SL3 to get 99, 101, 103 slots AND DirecTV WorldDirect DTVP36EDS to get the 95 slot. I am not sure with the conference call with them and the known dish models needed how all this was missed?
Seems from all the past discussions you need the DirecTV AU9-SL3 to get 99, 101, 103 slots AND DirecTV WorldDirect DTVP36EDS to get the 95 slot. I am not sure with the conference call with them and the known dish models needed how all this was missed?
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I have the HR21-700 receiver.
I'm on the phone with Mr White now.
I'll post the out come and a few minutes.
Mike
Ok, Here is what is being installed tomorrow.
Time will tell and i will post the out come tomorrow if and when this works out.
that is the correct combination of dishes for what you need (HD & Int'l)
so hopefully they can get ya installed properly
so hopefully they can get ya installed properly
Well folks, Here is the outcome.
unfricken believable!!! Not only did i have one tech show up today, I had two techs and one supervisor.
These guys did an unbelievable job!!!
Now wires visible and brought the correct equipment.
Everything works GREAT!!!
I would like to give many thanks to all that helped with this issue.
This site is priceless.
Thank you everyone.
Mike.
unfricken believable!!! Not only did i have one tech show up today, I had two techs and one supervisor.
These guys did an unbelievable job!!!
Now wires visible and brought the correct equipment.
Everything works GREAT!!!
I would like to give many thanks to all that helped with this issue.
This site is priceless.
Thank you everyone.
Mike.
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