New Member
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3 Messages
Missed appointments
We have been a 25 year old customer. Some of our equipment is over 15 years old. We decided to cancel because of equipment issues. They promised new equipment and fixing all the wiring issues on July 14. I took off work to be home in July 21st. They canceled appointment at end of day. I called and explained it’s extremely difficult to miss work and I needed a guarantee the next appointment would not be canceled. They couldn’t even schedule until today. I received text messages and emails that I needed to hold on because they were still coming. At 330 I received an email that it was cancelled. Another phone call and I was told the wear house had no equipment so that’s why it was canceled. Asked for a supervisor who called back at 505 pm. He stated he could maybe get someone out in 2-3 hours. I explained the appointment was supposed to take 2.75 hours and it gets dark in Iowa at 8. I also asked where they were going to get equipment since the wear house was out. He said another wear house. I live in Iowa… I doubt there are any wear house even within 90 miles each way. What a joke. I doubt if they ever even call me back. I do not recommend DIRECTV if this is how they treat customers.
detuch254
ACE - New Member
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5.2K Messages
3 years ago
@Suzi913 it’s not unlikely for an appointment to be cancelled. Whether this be due to a tech conflict, being overbooked for the day, etc. the truth of the matter is that this is not something they purposely do to scare off customers or discourage them. Solutions include trying another day that works for you or simply waiting it out until you are free again. You can also cancel if you’d like by calling DIRECTV (number in my greeting below) and saying ‘cancel’ to the robot, sending you to the retention department.
Additionally, after several missed appointments, you can try a BBB complaint.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
In reality, nobody can guarantee that an appointment would not be canceled. Car accidents, family emergenices, tech felt like taking the day off, other appointments lasting long, etc. There are many factors that could cause an appointment to need rescheduling. They don't want this to happen, but they cannot control reality to guarantee that an appointment cancellation would be impossible.
There is no promise made on how long an appointment takes. All they can do is schedule an arrival window. It depends on your equipment and exact setup how long it will take which will not be fully known until on site.
To be sure when the work actually is done that you have the right setup for you, what are the models of each box you have now? Want to make sure they don't replace more than needed resulting in an install not optimized for your use.
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Suzi913
New Member
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3 Messages
3 years ago
They are aware of the model numbers they have charged you for the last 25 years. They said they canceled due to no equipment not someone sick or in a accident! No equipment I’m the warehouse was her exact words. They should not send emails that say “
Hi Suzanne,
Hang in there, you're still scheduled for today! Your technician is scheduled to arrive within the appointment window shown below.
The technician will arrive between:
12:00 PM - 4:00 PM
on 7/28/2022”. This is from DIRECTV!!!!
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
They do not charge monthly for the boxes themselves. You are charged for the level of receiver services and how many TVs you have. As long as one box can use a service, you are charged for that service regardless of if all your other boxes can use that service or not. Because new agents are not familiar with legacy setups, it is best to get guidance before any equipment updates otherwise you might sacrifice too much for too little gain.
I was only listing possible reasons why an appointment might need to be rescheduled and that it is impossible to guarantee it would never happen. Historically call center agents do not get the reason for a canceled or rescheduled appointment, as that is internal to dispatch. If that lack of equipment was actually notated to where the call center agents could see, that is rather rare.
Emails are automatic by the system. They are sent for as long as they are still current. If an equipment shortage occurred last minute, that certainly is an issue. Supply for many businesses have been behind since the pandemic. Everyone is trying to catch up.
With a single or such occurrence, just callback and reschedule. But if this has happened multiple times, then I would submit a BBB complaint regarding an ongoing issue.
I still recommend sharing your model numbers. Too many lose capable boxes and forced into a restrictive all-in-one setup by new agents not as knowledgeable, or just pushing for better upgrade stats.
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Suzi913
New Member
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3 Messages
3 years ago
Obviously on DIRECTV staff respond with these type of responses. They charge monthly per box. They have a record of every box an individual has with the serial number. They lied multiple times. No one called me. I can provide cell phone records to cancel my appointment. They did not say this was automatic. However they texted and emailed me that they were coming. But they said the main reason for cancellation as no equipment because the warehouse was out.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
They charge monthly per TV, not box. Even if you have a TV with no box at all (RVU Client in the TV itself), you still pay for it. The charges are the same whether the box is owned by DirecTV or in the very old days where it was customer owned.
If multiple times you have had the issue, then file a BBB complaint. That gets sent to the corporate level to get eyes on. And if it really is an equipment shortage (not some other detail being the real reason), then I hope they work on rectifying that.
And if you were referring to myself or other commenters, we are not DirecTV staff. I am a customer just like you. There is the official "Help" team for official responses on occasion, and then there are those with the "employee" tag who post on their personal time so are free to share their personal perspective and not one restricted by on-the-clock.
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