Movers connection nightmare

[tywest]

I think customer service has down down at DTV. We just moved and i called 2 weeks prior to our move to get everything squared away for transferring our service. When i called to schedule the new install, the computers were down and they would call back in 48 hours. They never called. So i called back again and they apologized for not calling me back. I scheduled the install.

The next day i received a call to schedule the new install. I was amazed. I told the rep I had done that already and he "checked," and it showed i did schedule an install. You would think they would check before they call.

They sent the invoice showing transfer of service to the new address.  They did this about a week before we even moved. I got a call from our realtor saying the sellers received mail for me and we didnt even own the place yet.

I received a call a 3 days before we moved to confirm the appointment. I received another call a day before the scheduled install once again to confirm the appointment June 4th 8-12.

Yesterday came, i was home all set to go and no tech between 8-12. I called at about 12:05 to see what was up. They said the tech was running late and should be here in about an hour. It would be nice if they would have called and told me that.

The (two) techs finally arrived at about 1:00 pm. He asked if the house was prewired and i said no. There was look of disgust at the fact he had to do his job. The install went ok with exception to the fact one of them hooked up my old tivo dvr wrong. She hooked the satellite inputs into the antenna input and coaxial tv output. Nice.

I emailed DTV all of this and the response was, we are sorry sometimes our techs run late. too bad....

Its more than the fact they were late. Nothing went smooth with the move and they didn't take any responsibility for it.

[steve053]

I agree that DirecTv should have called you back after their computer system was "up" again.  That's very poor customer service and no excuse for it.  They did follow-up several times after you contacted them the second time, although that still doesn't make up for the initial gaff.

As for sending the mail to the new house, well, I can see why they did that.  It's just too difficult to determine when something will delivered (especially since they are a national company and the mail could be initiated from anywhere in the country).  

As to the installers, well DirecTv contracts out for the majority of their installs.  Unfortunately it's a crapshoot as to the quality of the local installers.  I've had 2 really good installars and 1 really, really, bad installer (they actually grounded my dish to the aluminum gutter - took me a while to figure out why the dish always had rain fade).

I'm glad they finally got it set up for you.

[bklass]

(they actually grounded my dish to the aluminum gutter - took me a while to figure out why the dish always had rain fade).

It doesn't look like my dish is grounded at all........could that be why I have such bad "RAIN FADE" problems?  Is my dish supposed to be grounde?

[tywest]

Yes it should be grounded. I have either seen it grounded inside your circuit breaker or outside to the meter.

http://www.dslreports.com/faq/2626

[steve053]

Yes, it definitely should be grounded.  I'd call DirecTv and complain about the install as the system should have been grounded by the tech.

Unfortunately it sounds like you got a bad tech.

[bklass]

I only looked on the roof (while fixing a leak) for a ground, and couldn't find one .  I'll check the other likely spots tonight when I get home.