911 Help Horrible Install Happening Now

[Jamey K]

Installer left. DTV messed up equipment install. Can't get anyone to listen. Talking to Office Of The President supervisor. They won't honor original agreement.

HELP HELP HELP HELP

 

[grydlok]

if your talking to the Office of the president sup, it's no higher you can go.

 

[raoul5788]

Installer left. DTV messed up equipment install. Can't get anyone to listen. Talking to Office Of The President supervisor. They won't honor original agreement.

HELP HELP HELP HELP

You have given us virtually no usable information.

 

[Brewer4]

You have given us virtually no usable information.

Sure he has. Thats 4 helps. A 5th one calls in the A-Team!!

 

[Jamey K]

ok....moving from NY to Texas. Called for Mover's program. Set up for 4 HD DVD's and 2 HD receivers. Got WO numbers. Endless amount of confirm calls including one on Friday that read equipment list.

Installer gets here. WO has ONE DVR and ONE D10. That was my order three years ago. Won't do anything that's not on WO. Call in....." I can help you, will transfer."

In the Office Of The President. CSR says install set up in NY. "No, it's moving to Texas."

"We'll have to cancel the WO and start a new one."

"No, I have WO's....I have the day off. You said be here..I'm here. Going back to NY in a couple of days. "

"Can't help you".

That's when I fired the rockets.

 

[charper1]

First thing is STOP the install from every happening, do not let it continue if you feel its wrong, do not sign anything. Cancel it and start over. Easy as that. Once you allow any work to be done and sign off you will be screwed as it looks like you OK'd and approved all work.

 

[raoul5788]

Sure he has. Thats 4 helps. A 5th one calls in the A-Team!!

I PITY the fool that gets a bad install!

 

[raoul5788]

ok....moving from NY to Texas. Called for Mover's program. Set up for 4 HD DVD's and 2 HD receivers. Got WO numbers. Endless amount of confirm calls including one on Friday that read equipment list.

Installer gets here. WO has ONE DVR and ONE D10. That was my order three years ago. Won't do anything that's not on WO. Call in....." I can help you, will transfer."

In the Office Of The President. CSR says install set up in NY. "No, it's moving to Texas."

"We'll have to cancel the WO and start a new one."

"No, I have WO's....I have the day off. You said be here..I'm here. Going back to NY in a couple of days. "

"Can't help you".

That's when I fired the rockets.

I have no idea who the "Office of the President" is, but as Charper1 said, don't sign anything if it is not done to your satisfaction. It sounds like you will have to start over when you can get back to Texas. Call D* again and confirm the WO like you did the first time, but make sure to get a hold of the local install company to see if they have the same info. It shouldn't have to be this difficult, but it is what it is. You obviously want it done, so you will have to be the one to make sure it is done right.

 

[Brewer4]

As painful as it is I've had to cancel installs. You dont want to accept anything if it is not what you ordered.

 

[grydlok]

I have no idea who the "Office of the President" is, but as Charper1 said, don't sign anything if it is not done to your satisfaction. It sounds like you will have to start over when you can get back to Texas. Call D* again and confirm the WO like you did the first time, but make sure to get a hold of the local install company to see if they have the same info. It shouldn't have to be this difficult, but it is what it is. You obviously want it done, so you will have to be the one to make sure it is done right.

The office of the president is the highest you can go.
It's the same as ceo office of Dish.

 

[raoul5788]

The office of the president is the highest you can go.
It's the same as ceo office of Dish.

Well, duh. I just don't believe that he was connected to the president of D* when he called a csr. Call me crazy, but that's what I believe.

 

[atp1313]

Well, duh. I just don't believe that he was connected to the president of D* when he called a csr. Call me crazy, but that's what I believe.

OP mentioned "firing rockets"...if you bitch and moan loudly and often enough, it is conceivable that you can escalate the call that high. Having a wife who is a call center supervisor/manager, I can assure you that calling the office of the president will simply create a circuit, whereby the prez's office just transfers you back to an upper level CSR (maybe in the retention dept, or maybe a special "Oh Sh*t" Division that takes it's lead from the very high up folks). But calling the prez's office WILL NOT result in having the prez or his underlings calling your installer while he is still in the house fumbling around. It is also likely that the president's office staff do not have access from their computers to the same account management data that the CSR's have, so they couldn't look up your data anyway.

But damn it sure feels good to vent to someone that high up. And chances are, when the poop starts rolling down hill, it may well result in someone getting canned for screwing up so bad as to have someone call the president.

 

[grydlok]

OP mentioned "firing rockets"...if you bitch and moan loudly and often enough, it is conceivable that you can escalate the call that high. Having a wife who is a call center supervisor/manager, I can assure you that calling the office of the president will simply create a circuit, whereby the prez's office just transfers you back to an upper level CSR (maybe in the retention dept, or maybe a special "Oh Sh*t" Division that takes it's lead from the very high up folks). But calling the prez's office WILL NOT result in having the prez or his underlings calling your installer while he is still in the house fumbling around. It is also likely that the president's office staff do not have access from their computers to the same account management data that the CSR's have, so they couldn't look up your data anyway.

But damn it sure feels good to vent to someone that high up. And chances are, when the poop starts rolling down hill, it may well result in someone getting canned for screwing up so bad as to have someone call the president.

Yup, not hard to get to OOP just got to yell enough.

 

[charper1]

Being overly loud and rude can also get a deaf ear and slammed doors.

 

[atp1313]

There are ways to grease your way up to the top...but applying blame to the innocent CSR on the other end of the phone will not get you much sympathy. Logic and reason work maybe 65% of the time. The rest is just pure tenacity and not taking NO for an answer.

 

[grydlok]

Being overly loud and rude can also get a deaf ear and slammed doors.

That's probably why OOP's slammed the door on him.

 

[raoul5788]

Penguinmike got his install done correctly, finally. I wish the same for you. http://www.satelliteguys.us/directv-forum/103869-my-directv-installation-horror-story.html