2 Messages
Technician stole receiver from business
I have a business customer that called DirecTV to have a technician come out and look at a receiver that was not working. This customer has 3 DirecTV receivers. 1 in an upstairs event area and 2 in a lower level grill area.
The unit that was bad was in the lower level grill area. The technician showed up on a Saturday and brought the incorrect equipment to swap out the receiver. He was supposed to show up the next day and resolve the issue. (no big deal at this point, things happen). Fast forward to Tuesday after no shows and no return calls from anyone. They were finally given another technician installation date of the following Friday (6 days after the initial technician visit). A different technician shows up and after fumbling around for 3 hours says he can't figure out how to activate the receiver that the other technician had brought out. After much discussion, a supervisor and another technician showed up and they swapped out the receiver. Unbeknownst to us, the tech had also removed the working receiver from the upstairs room and took it with him leaving no receiver in the upstairs room (I have this all on cctv cameras once we figured out it was missing).
I've spent all week so far on the phone with DirecTV trying to get the receiver back or to get a new receiver. They have been nothing but argumentative and tell me the earliest they can have someone out is another 6 days from now. This is beyond ridiculous. Who can I talk to at DirecTV to get this resolved?? The technician in all sense of the matter stole the receiver and the customer is wanting to file a police report this afternoon if the device isn't returned. I think they are well within their rights to do so. Who would we even put in the police report for them to contact for more information??
shannon02
ACE - Expert
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20.6K Messages
2 months ago
This is a customer to customer forum dealing with mainly residential problems.
Business accounts have I believe have someone assigned to them.
AFAIK those receivers are still leased and DTV owns them so they not stolen by DTV.
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Juniper
ACE - Expert
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22.4K Messages
2 months ago
Sounds like in all the confusion tech grabbed the wrong box for return. They are owned by DirecTV so stole might be going a bit far, but if that wasn't one being replaced or deactivated somebody messed up. I disagree with this being a police matter, especially since tech cannot do anything with a box owned by DirecTV (that is also active on someone's account).
The procedure is to call support (the business side) an submit a Field Service Request (FSR) on the appointment for the tech taking the wrong equipment. Doesn't guarantee the exact box is returned but should get the process started so you can get an equivalent replacement.
If that doesn't work, try a BBB complaint.
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mdonato9
2 Messages
2 months ago
Yeah, so he odd part is that he replaced the box that wasn’t working but the box he took was from a completely different floor and was the only working box on that floor…. He never should have even been at that receiver, let alone taken it out of the rack.
his supervisor had to come out on site and brought another tech to fix the screw up that he made in the lower level rack. In all of this, he also disconnected their Watchguard firewall which was rack mounted about 12U above the shelf that the bad receiver was on… how the (Edited per community guidelines) do you unplug the patch cable for the wan port on the firewall while troubleshooting a direct receiver. This guy was a complete (Edited per community guidelines). What I want is his supervisor to give us a call back but customer service won’t let us talk to him again. It’s honestly the craziest thing I’ve ever had to deal with. I’ve dealt with DTV for years and it’s honestly always been a good or at least palpable experience in the past, but this one takes the prize for being the outright most disgraceful customer service case I’ve ever been a part of. Nobody’s perfect, but come on, somebody needs to get their (Edited per community guidelines) in a truck or even ship is a box, but customer service says she can’t do that now until they know where out box is since it’s still activated/registered. I couldn’t make his surf up if I tried…
(edited)
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Juniper
ACE - Expert
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22.4K Messages
2 months ago
That tech was all sorts of ate up. As mentioned start with the FSR request regarding tech took wrong equipment, but I would consider a BBB complaint as that is a lot of concern.
Customer support (at least the residential side), doesn't have direct contact with the techs or their supervisors. It is done through a system that sends orders to the local dispatch. So it is not about letting you, they don't have an option to have you speak directly to the supervisor. With an FSR request the supervisor might call you back, but not guaranteed.
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DIRECTVhelp
Community Support
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254.4K Messages
2 months ago
May I ask again who am I talking to? You mentioned on your first message one of your customer had the issue with DIRECTV. I need to understand who are you. We can only speak to customers.
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