DirecTV mover's installation

My husband and I recently moved from Missouri to Minnesota, and we set up a mover's installation with DirecTV. It has been the worst customer service we have ever experienced.

Saturday-Installer hooked up unit #1 so it could only record on one channel instead of 2 as it is supposed to. Hooked up unit #1 to dial into Missouri instead of Minnesota (no local channels). Left before checking unit #2 which was not hooked up at all. Left without having paperwork signed.

Husband called to complain. Conference called with Premier (local installers). Assured we would get a call first thing Monday morning to resolve this issue.

Monday-No call from DirecTV or Premier. Called and talked to CSR who filed an escalation--told this would prompt a call back from Premier installers within 2 hours.

4 hours later, no call. Called, put on hold several times to wrong people for 30 minutes then disconnected.

Called back and talked to supervisor who conference called Premier. Premier told DirecTV that an escalation prompts an internal review of the installer but does not prompt any further action with the customer. She told the DirecTV supervisor to file a work order for an installer to come back to our house. The premier rep then called the local Premier office to set up the work. She spoke to a supervisor who said he could not do anything. The supervisor of the installer who came to our house is never in the office since he also works in the field. They left him a voicemail message. I was told I would get a call back but that I should also call back Premier that night to follow up.

5:30 pm called national Premier line. Told work was scheduled for Wednesday instead of sooner as had been requested by DirecTV. Told I would hear back from local supervisor that night. Never did.

Wednesday-Same installer shows up at my house 5 hours late. Called his office to complain that I requested a different installer. Told that was not in their paperwork. Told that a different installer would come on Thursday.

Thursday-Installer arrives 6 hours late. Looks at what needs to be done and says his paperwork is for a service call but this is an installation. Says he cannot do the work because he will not get paid. I call his office and talk to 2 supervisors who say they cannot do anything. Say we need to call DirecTV to get new type of work order filed. Call DirecTV. On hold for 1 hour. It gets dark outside and installer says he cannot do the work tonight anyway since he would have to go on the roof in the dark.

DirecTV finally answers phone and files new work order for Monday. Tells me that local office can change it to be done on Friday.

Friday-Call national Premier line. Told the new work order is still for a service call!!! Have to call back and wait on hold for DirecTV to get correct work order again. Ask to speak to supervisor. Supervisor will not come to phone. When he finally does, he is very rude. He finally listens to problem and tells CSR to set up a new work order for a mover's installation. This causes date to be moved back to next month. Told the local office will be able to change the date.

Wait to hear back from local office--never do.

Saturday-Call local Premier office. Told they do not have anyone available to send out until Monday.

Call DirecTV. Put on hold for 30 minutes and then disconnected.

Call back and ask to speak to supervisor. Supervisor will not come to phone until I explain all details to CSR. Tell CSR all details. She offers to file a complaint and tells me I will get a call from the national DirecTV office. Never do.

CSR calls local Premier office and conferences with supervisor of supervisors. He arranges for a senior technician to come Monday and fix everything. At this point, we still had an incorrect work order scheduled for Monday and an installation scheduled for the next month. He and the CSR were able to fix this while on the phone. This was the same man who I had talked to Thursday when someone was standing in my kitchen with an incorrect work order. He had told me there was nothing he could do.

Monday-Senior tech arrives. Says the dish is installed in the wrong place on our roof and he cannot get to it. He jury rigs things so he is able to complete his work.

Tuesday-At a local store waiting to pick up some furniture. Start talking to a couple of strangers about bad customer service and my horrible week with DirecTV. Woman tells me they ruined her siding and took 2 months to repair it. Says she hears complaints about DirecTV all the time.

In short, if we did not own 2 DirecTV Tivo units, we would have canceled our service for sure. DirecTV did give us 1 month of free service and 3 months of free Showtime when I complained and asked for something. In the mean time, they just billed us for a service we never signed up for. The bad customer service lives on...

Anne

St. Paul, MN