Riledupcustomer says: (10 years ago)

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Agree. Called to complain about install appt. due to moving. No one showed up because apperently, Directv cancelled it the same day that we called to make it and never notified us. Our complaint was "Escalated" too, and no one called us back either. They say they're "sorry" but they're not. They don't care enough to fix anything, they just want our money.
(DirecTV - Confirms Appointment Twice on Day of "Installation" Doesn't Show/No Response)

Riledupcustomer says: (10 years ago)

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We have had Directv for 9 years. We are in the process of moving. We did like the Directv commercial says and called to inform them of our move and schedule an appt. for re-install at new home. After listening to the rep. about all the up-grades and no-cost specials we were entitled too, we were given the option of one of two days for a local technician to install everything. We schedule for a day convienent for us. On that stated day, after waiting for 5 hours, no one shows up. We called Directv Customer Service to ask what happened and was told the appt. was cancelled at the local level for "buyer's remorse", and that someone would call us back to tell us what happened for the cancellation. Suffice it to say, we were highly upset that we spent our afternoon waiting for nothing. A few hours later, after hearing nothing, we once again called Customer Service. After being told multiple times that they were "sorry" and that we were "loyal customers", and being transferred to another departmens, we were told that our appt. was cancelled on the day it was scheduled by the initial Directv rep. we had talked with. Our anger was increasing and we were told that our inquiry as to what had happened was being given to the "Escalation" dept. and that someone would call us back within 20 minutes (their timeframe per Directv rep) with an answer and with an explanation and a remedy to this situation. After 30 minutes, we called back and were told "Yes, we see you contacted us, but give them another 20 minutes and someone will call you." On both occasions we were given a 1-800 number to call them back at in case no one called us and were guaranteed we would talk to someone directly and not go through the automated system. The first number we tried was an unusable number and the second one was to the automated system. Getting more and more pissed off, we called again, went through our story yet again, and finally asked to speak to a supervisor,(we find out we are talking with the Billng Dept.),and he tells us the same story all the reps have said, "We're sorry, you're such a loyal customer, but all we can do is resubmit your request and you will be notified within 72 hours by the local tech to schedule a new day for installation." Being transferred again, this time to the Mover's Dept., we finally thought we were going to resolve the situation. NOPE!! Again, we were told that all they can do is resubmit the request and the local tech has 72 hours to respond but a Directv rep will call them today and explain the situation to see if someone can come out today to install and correct what Directv screwed up. As everyone knows, the local techs will say they're all booked up and won't be able to send anyone for at least that 72 hours that all the reps of Directv state so everyone has their ass covered. Needless to say, we will have them come and install and when our next bill comes we will cancel Directv. This was one of the worst customer service experiences we have ever had in our grown-up experience, which is over 40 years of being one.
(DirecTV - Confirms Appointment Twice on Day of "Installation" Doesn't Show/No Response)