I'm going to use this as a draft to send to management at direct if I can get a good address . So that's my first question - does anyone know an address or email for a regional Vice President or person in management ?

 

Here is my story . Ordered direct over a week ago , had a 4 hour installation window last Tuesday , noon to 4pm . At approximately 3;00 I called customer service they said " tech is on the way " . At about 330 I got a VM from the tech stating " can't find you address , call to reschedule " . The problem is my address is a new listing and doesn't show up on mapquest or any GPS device -- I told them that when I ordered the service to have the technician call me for directions . Within 10 minutes of receiving the tech call I both called him back and texted him but got no response .. so 4 hours on my day work wasted .

 

So I get rescheduled for yesterday. Same 4 hour window , only this time I go over the work order and tell them my address will not show up , tech must call for directions , 3pm comes no tech , no email , no text confirmation, no call confirmation, nothing - I call them -- they put me on hold and state " I will contact the technician and see what is going on " . After a short hold they state " he is finishing another job , will call you within 15 min -- I remind them , he must call for directions . So 30 min goes by , it's approaching 345 pm and nothing , no call .

So I call them back and this is where the wheels fall off and things just get stupid . The representative says " we show no notes or any record of your previous call " . So I suggest please calling technician or the dispatch to see where he is -- the rep says " oh. Sorry sir we don't make calls like that , we don't contact them " . I said no , I was just placed on hold 30 min ago and for an update stating the tech was finishing a job and I was next " .. so after 15 min of time the rep states " oh something just came across your account " we called you at 1130 am to confirm your installation and you didn't reply " . I immediately stated that's incorrect - I've checked my text and phone records and have no such call . At this point I requested a supervisor -- another 15 wait and a supervisor states the same stuff -- you didn't confirm today's appt - and at this I'm past wits end , tell them to cancel my order and refund any charges they have made . He offers me a 100 credit and ask if I would reschedule and I ask for what date and this idiot says " next Friday " .. after I've already been no showed twice this this week . I declined . So 2 days off work setting at the house waiting for service that never comes .

And around 6pm I check my mailbox , there is a letter from direct addressed to 214 Damion Branch ( which doesn't exist ) instead of 214 Dan Branch .. even though I'd been over that with the ordering people numerous times .

Id like to send this to the highest ranking Direct tv

Official I can .

Edited August 26, 20179 yr by True blue (and gold)

I left out several aggravating details , there was so much lying and misinformation given to me I can't remember it all .

Hang in there that had/has to be frustrating.

The large picture is they no showed a 4 hour installation window twice in a week , then offered to a third installation window 10 days after the original appointment.

I get your frustration. I've had Directv for almost 20 years, and the one thing they've been good at is the service/installation calls I've had. Honestly, while I'd be really mad, unless you're still planning on getting the service, the trouble, hassle and time of writing a letter probably isn't worth the effort. Unless you're just doing it to make yourself feel better.

I think this is a large part of the reason for all the cord-cutting. It just makes more sense to update an app than take a day off work for frustration.

That sucks.

 

I had DirecTV for roughly 5 years and was always given phenomenal customer service. They even made the cutting the cord process simple.

I've always thought that their Customer Service was great. Are you sure this wasn't for Cincinnati Bell? That would make a lot more sense.