New Member
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2 Messages
Installation Service
The company “on behalf of Direct Tv” has failed to install our equipment time and time again. We moved to a new home. We were originally scheduled to have our service set up on January 12. They have rescheduled us at least 6 times by now. We live on a military installation and it was asked multiple times to have that put in the notes. That the person that is to come and install comes at Only the times that they are allowed on base and that the person be a US citizen only to gain access. It is now the 21st and we have not had any service since a few days since we left our previous home on the 8th. We have been rescheduled AGAIN. For the 25th. Why am I paying for a service that I have yet to receive?!!!!
Constructive
Employee
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34K Messages
5 years ago
The company is a third party service contact them. Directv has no authority over their schedule or whether they are or are not us citizens. 🤦
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
Well a company sends the next tech available. DirecTV though contracted with a local installer company, has no control over whom they employee or send out. As for install times those are still arriving between 08:00 and 12:00 or 12:00 and 16:00 (as a note not a guarantee of work being completed in that time as that is just when they may arrive).
If your installation is under special strict rules, then I would suggest calling DirecTV. When you get the voice system say "cancel". Once with the retention department, request a supervisor. Historically in rare cases they can escalate a request to dispatch. Don't know if this will get you what you need right now, but it is worth a shot.
Alternatively you can suspend service up to 6 months within a 12 month period. A fallback option if you need to give some time for your base to ease up on those restrictions so their is no issue with getting the work done. That or see if a special exception could be made to allow the worker the access they need. Usually at other places with advanced notice, and State/Federally issued ID they would be fine. Hope one of these suggestions helps. Good luck.
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pidevildog122
New Member
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2 Messages
5 years ago
Are y’all on drugs? Do you even work for AT&T? Both of your comments are ignorant and uninformed and insulting to the customer. The point of the post is I’m STILL paying for a service that I have not received. The military is NOT going to “ease up” on the restrictions to get on base. The military is not in the habit of letting non US citizens on base. And AT&T is ultimately responsible for the satisfaction of their customers and ultimately responsible for the contractors to deliver their products. This is a direct reflection on AT&T and their service to their customers and reflects on their attention to service those in the military.
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Constructive
Employee
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34K Messages
5 years ago
@Juniper one of those
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
Wow, at ease on the attitude. Polite suggestions were given, such as going through your chain of command as installations can follow their own SOPs. If that doesn't work then fair enough. But no reason to take it out on others.
I do not work for AT&T, just an experienced customer. Those who have the "employee" tag are posting on their personal time (off-duty), so being generous in trying to help even though not part of their official duties.
If you cannot get special permission for access, and if DirecTV is unable to escalate this to dispatch for accommodation, then your choices are suspend or cancel.
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