Had direct less than 24 hours and already have problems......
I signed up last week and was suppose to get the HD DVR unit and HD unit with the "HD DVR plus" plan. As for "specials" I just got the HD DVR for $99. $50 credit for refer and $20 off for 12 months. All went well with the sales person, I asked him repeatedly to send me an email confirmation of what I'm suppose to get (never got it). All seems to be good....
I had a hunch things would not go as plan, so 3 hours later I called to get service I called back about the email comnfirmation. Low and behold I was told I am only getting a rebate for $10 off for 12 months. After speaking to several people about it I got in touch with a supervisor, and she said she was able to see where the sales person added the $20 off for 12 months, and that she would PERSONALLY apply the rebate for me on my install date. All seems to be good....
Well Installer comes in on the 15 of Jan, I work WITH HIM to make things easier. I go in the crawl space with him, help him find the lines and run new ones, HOOK UP ALL THE UNITS MYSELF!, and even teach myself the ends and outs of the unit. I tip him a little because the work he did do was pretty good (plus he gives me a sad story about his life). The units are nice looking, and seem to work well. All seems to be good....
The Installer leaves at 7:50pm (he was there since 3:00pm), and I decided to record the Simpson's and watch another channel. Turns out I cant do it. I am only able to record one channel and that has to be the channel I am watching. I look on the back of the HDDVR and there is only one (1) coax cable hooked up to the back of it. There is a spot for 2, but only one is attached. SO.... I called Direct, the first lady said that oh, some units only need 1 coax cable hooked to it, and that she is unsure if this is one of those units or not and that she will have to send some one back out. I tell her that I am looking at the book for the unit and that it even has a picture of two (2) coax going in. She still says that she is not sure, and there is a "switch" that it's suppose to be hooked up to unit some how???I tell her I was with him during the install and saw no "switch" and that I will contact him. I called the Installer, and he says that he did not run a second cable from the dish to the receiver because it was not in the "work order". Also that if I wanted to hook it up that all I have to do is run another cable from the DISH to the receiver. He says you have the option to hook it up with one cable or two. He tells me it's not that hard to do. I hang up with him and call direct back. This time I get a different person on the line. This guys says that the installer is wrong, that he use to be an installer and that he should have set it up correct. He said he can send someone out on Friday to fix it and run the second line. I tell them that I took a day off work for this and I'm not going to take another day off. So the installer is coming on Saturday to FINISH the job for other installer.....
While I was on the line with direct I asked them about the HD Extra Pack (4.99). I was not getting any of those channels now, and according to the website the first 3 months are suppose to be free. The guy transfer me another department where I get yet another tech on the line. Well, she states that I should have the extra channels and that I will have them free until 02/26 and that she can get them on the account. I tell her well the site says free for 3 months. She says the free for 3 months started in September and ends in February. I tell her ok, well it being January, that I should have it free for 3 months from the date of install. She says its free till 02/26 and then I will have to pay for the extra channels! We go back and forth for about 10 minutes, until she decides to review my account. She tells me I have a bill for the regular price DUE on 02/04 and that I am only getting a $10 rebate for 12 months not the $20 for $12 or the refer bonus! I tell her , please look over it again, and that I have already been through this with them once. She says she is unable to find anymore info. I asked her why is there a FULL bill due on 02/04 when I just got service with you on the 1/15? She can't give me an educated answer. I tell the lady she has no idea how to do her job and I will call the supervisor that I spoke to last week ( I have her name, id number and ext) and get everything straighten out or my Lazy installer can march his happy butt back over to my house and undo everything he has done. He can keep the tip....
Any sugestions on what to do?
I signed up last week and was suppose to get the HD DVR unit and HD unit with the "HD DVR plus" plan. As for "specials" I just got the HD DVR for $99. $50 credit for refer and $20 off for 12 months. All went well with the sales person, I asked him repeatedly to send me an email confirmation of what I'm suppose to get (never got it). All seems to be good....
I had a hunch things would not go as plan, so 3 hours later I called to get service I called back about the email comnfirmation. Low and behold I was told I am only getting a rebate for $10 off for 12 months. After speaking to several people about it I got in touch with a supervisor, and she said she was able to see where the sales person added the $20 off for 12 months, and that she would PERSONALLY apply the rebate for me on my install date. All seems to be good....
Well Installer comes in on the 15 of Jan, I work WITH HIM to make things easier. I go in the crawl space with him, help him find the lines and run new ones, HOOK UP ALL THE UNITS MYSELF!, and even teach myself the ends and outs of the unit. I tip him a little because the work he did do was pretty good (plus he gives me a sad story about his life). The units are nice looking, and seem to work well. All seems to be good....
The Installer leaves at 7:50pm (he was there since 3:00pm), and I decided to record the Simpson's and watch another channel. Turns out I cant do it. I am only able to record one channel and that has to be the channel I am watching. I look on the back of the HDDVR and there is only one (1) coax cable hooked up to the back of it. There is a spot for 2, but only one is attached. SO.... I called Direct, the first lady said that oh, some units only need 1 coax cable hooked to it, and that she is unsure if this is one of those units or not and that she will have to send some one back out. I tell her that I am looking at the book for the unit and that it even has a picture of two (2) coax going in. She still says that she is not sure, and there is a "switch" that it's suppose to be hooked up to unit some how???I tell her I was with him during the install and saw no "switch" and that I will contact him. I called the Installer, and he says that he did not run a second cable from the dish to the receiver because it was not in the "work order". Also that if I wanted to hook it up that all I have to do is run another cable from the DISH to the receiver. He says you have the option to hook it up with one cable or two. He tells me it's not that hard to do. I hang up with him and call direct back. This time I get a different person on the line. This guys says that the installer is wrong, that he use to be an installer and that he should have set it up correct. He said he can send someone out on Friday to fix it and run the second line. I tell them that I took a day off work for this and I'm not going to take another day off. So the installer is coming on Saturday to FINISH the job for other installer.....
While I was on the line with direct I asked them about the HD Extra Pack (4.99). I was not getting any of those channels now, and according to the website the first 3 months are suppose to be free. The guy transfer me another department where I get yet another tech on the line. Well, she states that I should have the extra channels and that I will have them free until 02/26 and that she can get them on the account. I tell her well the site says free for 3 months. She says the free for 3 months started in September and ends in February. I tell her ok, well it being January, that I should have it free for 3 months from the date of install. She says its free till 02/26 and then I will have to pay for the extra channels! We go back and forth for about 10 minutes, until she decides to review my account. She tells me I have a bill for the regular price DUE on 02/04 and that I am only getting a $10 rebate for 12 months not the $20 for $12 or the refer bonus! I tell her , please look over it again, and that I have already been through this with them once. She says she is unable to find anymore info. I asked her why is there a FULL bill due on 02/04 when I just got service with you on the 1/15? She can't give me an educated answer. I tell the lady she has no idea how to do her job and I will call the supervisor that I spoke to last week ( I have her name, id number and ext) and get everything straighten out or my Lazy installer can march his happy butt back over to my house and undo everything he has done. He can keep the tip....
Any sugestions on what to do?
