DirecTV Service

Below is a letter I sent to DirecTV today:

Petar Srejovic

August 31, 2007

Customer Service

DirecTV Incorporated

PO BOX 6550

Greenwood Village, Colorado

80155-6550

Dear Sir or Madam:

I am writing to inform you of the recent issues I have had with DirecTV. I

called on July 17th, 2007 to begin my "Mover's Connection" Order. As of

August 31st, I still do not have DirecTV Service in my home.

On August 8th, 2007, I called DirecTV to confirm my installation date. At

that time, they couldn't find my order. After 3 hrs on the phone with

various customer support personnel, they were able to notify me that my

order was going to be fulfilled by Premier Communications on August 25th,

2007 between the hours of 8am and 12pm.

On August 25th, 2007, I lost an entire day sitting at home to wait for

installation. At approximately 10am CST, I started an ordeal on the phone

that no customer should ever have to live through.

Here are just some of the issues identified during that day.

1. I logged into DirecTV.com and found that the system had me

listed as "unscheduled"

2. The CSR then called one install company, which turned out to be

the wrong company (DirectSat USA)

3. 45 minutes later, we got on the phone with the right company

(Premier Communications)

4. Premier Communications did have an order for me, but said they

couldn't fill it since they weren't an authorized High Definition Installer

5. I then got to listen to the DirecTV Agent argue with the Premier

Communications person about why DirecTV would send an order to a company

that couldn't fill it. Profanity and unprofessional language was used

throughout this call.

6. It took 20 minutes to get me transferred to a supervisor. I had

to brief him on what had transpired since the previous CSR hadn't explained

or noted anything in my account.

7. He then asked me which company did and didn't do HD Installation.

He thought I might know since they didn't track that in their systems.

8. He has then put me on hold to see if he can track down the

information, I was then hung up on!

10. I called back, asked to get transferred to a supervisor handling

my order and was routed to Premier Communication instead of a DirecTV

Supervisor.

11. I called DirecTV again, was routed to a Supervisor, put on hold

and had my call disconnected.

12. 6 hours into this ordeal, after calling back, I was routed to

another Supervisor, ID 10013964, and she took my account on personally. She

rescheduled my order for September 3rd. Gave me a credit for the month I

missed of Service and put my account in suspense until I got it delivered.

She promised to call back on Tuesday August 28th, 2007 to confirm

everything. I never got a call back.

TOTAL TIME SPENT ON THE PHONE. 7 hours 32 minutes!

August 31st:

1. I logged into DirecTV.com and found that the system had me

listed as "unscheduled".

2. I called DirecTV.com and spoke with Supervisor "Louis" ID:

U3196.

3. She called Premier Communication. They once again explained

to her that they weren't doing my installation since they weren't HD

authorized.

4. I informed her that the right installer was DirectSAT USA.

5. She offered me a new installation date of Tuesday September

11th, 2007.

6. I declined that date & insisted on my September 3rd date that

I was promised.

7. She put me on hold and called DirecSAT USA. She came back to

inform me that the installer had my order and would be there on the 3rd of

September.

8. I now have been asked to sit at home today and wait until

DirecSAT calls me back to confirm my order for Monday September 3rd.

9. She mentioned that she would attempt to give me a 10 dollar a

month credit for 6 month for my time.

Please note I've incurred the following costs.

7/17 - 8/24 - I've paid for DirecTV Service that I haven't been able to use

since I do not have a dish installed

8/8 -4 hours of lost labor @ 35/hr = 140

Subscription to the NFL Package that will be missed:

8/25 - Took day off of work, installers did not show. 1 Day of lost wages

8/31 - 2 hours 35 minutes on the phone.

I have now incurred over a $1000 in costs in moving my service 19 miles.

Regrettably ,