DirecTV Complaint - WEEK 3

Here's where I am at.  I am frustrated and there is no one that has been able to help me as of yet.

I have been a customer of DirecTV since 2012.

November 25, 2019:  I called DirecTV in the afternoon to inquire about adding an extra box to my existing three boxes (one main box with DVR and two Genie Minis).  They advised that I will have to pay $99 to order a new box.  I thought that was ridiculous because I've never had to pay $99 for a box; I rent all of my boxes at XX per month.  I told them I would call back.

November 25, 2019:  I called back later in the evening and was connected to the USA where they told me they would waive the $99 box.  YAY!  So I ordered the free box and was content.

After the Thanksgiving holiday...

December 2nd:  No box was received as of yet so I called DirecTV.  They have no record of my second phone call on November 25th.  NO RECORD!  I explain to them that I was told they would waive the $99 fee for the box and I wanted the same waiver for my "new" order.  I am told they are unable to do so.  So they transfer me... And I get disconnected.  I called again, told the same story to an agent who LAUGHED at me; but still had no luck with my $0 box.  I got transferred again to a line that had me on hold for 20 minutes... And then they disconnected me again!  This was two hours of my evening that was wasted on the phone with DirecTV.

December 3rd:  I call DirecTV and tell them my story thus far.  I am told once again there is no way to waive the $99 box fee and I would have to pay.  I CAVED.  I paid $99 because at this point I felt defeated.  I setup an installation time with a technician for December 4th to come between 12pm-4pm.

December 4th:  I am at the doctors when I get a phone call from my husband at 10am.  "DirecTV is at the house ready to install the new box."  WHAT?  DirecTV comes at 10AM, two hours before they are supposed to be there and no one is home.  We just moved into our home about a year ago and it came with a DirecTV Satellite that we were able to hookup to our boxes for service.  There is also a wire in our bedroom, which is where we are going to install the newest, and most expensive, box.  So, I tell my husband that there is a wire in the bedroom and I will be able to connect the new box to the wire by myself.  My husband instructs the DirecTV technician to leave the box at my front door and he does what he is instructed to do.

When I get home I attempt to install the newest box in my bedroom.  It doesn't work.  So I called DirecTV and I am on the phone with them for another two hours attempting to activate the newest box but had no luck.  So DirecTV advises I should send for a technician to come out to inspect the problem.

December 5th:  Technician comes out between his designated time, 12-4pm and concludes that the existing wire is not a DirecTV wire but a wire from another cable source.  He tells me that,because it was the other Technicians job,that technician from yesterday needs to come back out to complete his job.  

December 6th:  Technician from December 4th comes back out.  I am at work but I have my mother in law in the house so someone is there for the technician to let him in the house.  Technician is RUDE to my mother in law and scolds her for letting him drop the box off without installing it.  He tells her that because of us he has "lost points" on his record.  He begins to inspect the area and concludes that he is unable to install a new DirecTV wire and he tells my mother in law that we need to order a wireless box.
I call DirecTV with this information and ask about a wireless box.  The woman tells me that I will have to pay another $99 for the wireless box and then $99 for installation.   For a second I thought they were joking, but of course, they were not.  So after speaking with the representative we are actually able to WAIVE the $99 wireless box fee!!  Yay!  But they can't waive the $99 installation fee.  OR I can get a second opinion on the wiring.  Perhaps another technician will be able to do what the other man could not?  Worth a shot.  So I setup an appointment for the next available date.

December 9th:  Technician is to come between 12-4pm.  I get a call from an automated DirecTV number at 2pm, "We wanted to let you know we haven't forgotten about you and a technician will be at your house before 4pm."  Great!  3:55pm, my husband gets a call from DirecTV but is unable to answer it when it comes through, so he calls back shortly after.  "THIS NUMBER IS NO LONGER IN SERVICE."  Suffice to say, no one showed up at my house on December 9th, and we got no notification of it.

December 10th:  I call DirecTV and explain my story once again.  The representative tells me they have put my appointment on hold due to bad weather (we did have some rain yesterday and it was about 45 degrees all day, so no ice).  She tells me that a new technician is scheduled to come today between 12-4pm.  This is news to me!  She transfers me to the service area where the technicians are dispatched from.  This lady tell me that no one is coming to my house today between 12-4pm.  WHAT?  So she takes my account off hold and sets up a new NEW appointment time for December 11th between 8am-12pm.

This has been a nightmare for the last two weeks.  All to setup another box.  I am going to cancel my DirecTV service if we are unable to get this resolved tomorrow.  Being a customer of DirecTV since 2012 I expected this experience to setup one tiny extra box to be much easier.  I have been disrespected and laughed at by customer services representatives and my mother in law was scolded for something she had nothing to do with.  This is unacceptable.