Tutor
3 Times No Show for Scheduled Installations
I had scheduled my first appointment for DirectTV installation to take place on Tuesday 6/4 2019 from 12pm to 4pm. Not only did no technician show, but I didn't even receive a call to inform me that no one was coming that day and to reschedule until around 4:45pm.
I then rescheduled for that Friday 6/7. Once again, no show and did not receive a call until 3:58pm to let me know and to reschedule. At this point I requested some sort of escalation or supervisor to be notified and the word "guaranteed" was used when I asked to make sure my DirectTV would in fact be installed on my next appointment, Saturday 6/8 sometime between 12 and 4pm.
For the third time, no one showed and I did not receive a call until after 4 pm. I then spent time on the phone Saturday evening trying to get someone on the line that could help me with this issue and the horrible customer service I have received. After 1.5 hours, and 4 transfers later, I was put in contact with Technical Support, who can only help with issues with service (that I still don't currently have installed).
Then calling once again this morning to reschedule, I was given the date of 6/17. I explained that this Friday, 6/14, was the only date I had available and that I could not miss any more work for this poor service that I can not rely on.
Nothing installed. Full days of work and weekend wasted. No accommodations. Not appreciated.
nabukl
ACE - Professor
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2.3K Messages
6 years ago
Csrs and supervisors can't schedule a date/time that's not available regardless of how many no call no shows occured, the system doesn't accommodate for that. There's NO accountability from the hsps (home service providers) for no call no shows.
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Former directv csr and tech support rep.
Proud Grandma of 3
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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hoplolichas
Tutor
6 years ago
@nabukl Thank you for your reply.
I figured that they would not be able to accommodate if there was not a tech out in my area, but I also figured the call center representatives should not be telling me that this will be the last time I reschedule, or using the word "guaranteed", if they don't actually know or have the ability to influence such things.
I did call again this morning and rescheduled my appointment. I guess something must have opened up in my area, because I was able to get an appointment for this Friday from 12 to 4 like I had hoped for (Since I was already taking off of work for a morning appointment).
I talked with a very nice woman who was kind enough to give me a small credit for my troubles, which was appreciated.
I hope this is really the last time I need to reschedule since I will not be able to take off anymore work for quite some time.
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nabukl
ACE - Professor
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2.3K Messages
6 years ago
I agree 💯% that csrs shouldn't give false hope or "guarantee"an appointment because they have no control over that, I hope you get installed Friday
______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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MZMitch
Contributor
6 years ago
This exact thing happened to me I still don’t have service
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