Contributor
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5 Messages
I want to rate a service call I had
I had a service call scheduled for Friday, November 1 between 8-12. At 11:55 I received a call that someone would be here by 1. Finally at 3 PM a tech arrived. He said many called out because of the Dodger celebration. I was already upset because I had a contractor here who wanted to be here when the Directv person was here but he had to leave. He stayed until 2. The tech arrived and I think it was his first day on the job. He really was not helpful and stated the techs were no longer allowed to go under the house to install wiring. So he poked a hole in my newly painted walls and reinstalled Directv, I have been a customer for years. I just needed it moved. When I have had Directv out (very rarely) the techs have always been over the top friendly and helpful. This man was not. And he put a cable in that was too short. It works but too short and Directv didn't have a longer cable so I ordered it. I haven't ever had a "Smart TV" before so I had questions how to watch for example, Netflix. he was not willing to help, he said his job was installation period. He did say he was overworked due to so many not showing up but still... My contractor called Directv to ask if they had a longer cable. The person in the call center had NO idea the techs weren't allowed to go under the house. I ordered a longer cable as Directv didn't have one. Usually I have gotten OUTSTANDING help the few times a tech has been out and always gone above and beyond. Not this tech.
DIRECTVhelp
Community Support
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254.6K Messages
2 months ago
Hi @imfrmars, We truly value your feedback, and we are genuinely sorry for the experience you had with our technician. This is not the standard of service we aim to deliver. We will reach out to you via DM to ensure we address your concerns thoroughly. Lynie, DIRECTV Community Specialist
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Juniper
ACE - Expert
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22.6K Messages
2 months ago
Call DirecTV and request to make a Field Service Request (FSR) to submit feedback on that specific appointment.
Not sure about not going under the house, but techs aren't allowed to leave the ladder and go onto the roof. Any work must be done within reach of the ladder so they stay in compliance with current OSHA regulations.
As for the "smart" TV and Netflix, that is outside their purview. The tech is there to install satellite service and go through some basics. Netflix, or most streaming in general, is a competitor and not something that is expected to be part of their training.
That being said, sounds like the tech could have handled this a lot better. I get being short staffed and overworked because of others calling out, but no reason to short change a customer on the quality work they are entitled to and even when frustrated to stay professional and keep the bad mood within bounds.
As a side note, though the apps for the "smart" TV may be initially convenient, it is suggested to eventually get a dedicated streaming box (Roku, Firestick, etc.). This is because of not overworking the resources of the TV and the maker of the TV is not very invested in keeping their software/firmware up to date as they would prefer you bought a new one.
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shannon02
ACE - Expert
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20.8K Messages
2 months ago
They are only supplied with 6ft cables but if it is coax then they can make longer ones.
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imfrmars
Contributor
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5 Messages
2 months ago
Juniper the TV came with a Firestick. I understand your point but I had another bad experience with their customer service. My TV stopped working and I got some yahoo on the phone who had no idea what she was doing, spent over 2 hours with her on the phone. I called back a tech came out and it took less time for me to tell you this than writing this. So Directv needs to do more training of their tech support on the phone and in the field IMHO
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DIRECTVhelp
Community Support
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254.6K Messages
2 months ago
We've sent you a DM, please check your inbox. Our Social Care Team is here to help. Lynie, DIRECTV Community Specialist
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imfrmars
Contributor
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5 Messages
2 months ago
I did not get a direct message
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Juniper
ACE - Expert
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22.6K Messages
2 months ago
Absolutely with a bad experience submit that FSR with support. And if you ever have a situation like what you mentioned with the prior call, I would request a supervisor. That way it can be addressed as soon as possible.
Hope all is better going forward.
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imfrmars
Contributor
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5 Messages
2 months ago
I was told I got a direct message i did not
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DIRECTVhelp
Community Support
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254.6K Messages
2 months ago
You can find the Direct Message (DM) icon (text/speech bubble) on the upper right portion of the page between the notification icon (bell) and directv.com. Lynie, DIRECTV Community Specialist
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shannon02
ACE - Expert
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20.8K Messages
2 months ago
When DTVhelp sends a DM/PM a box appears at the top of this page near the bell icon when you are logged into this forum. You can send DTVhelp a PM/DM using one of DTVs social media websites.
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imfrmars
Contributor
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5 Messages
2 months ago
I found it thanks
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shannon02
ACE - Expert
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20.8K Messages
2 months ago
You are welcome.
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