on going long term issue

I had two dvr boxes go bad this summer. When I contacted customer support they told me I could not get new dvr equipment and would have to get a new genie system to which I agreed. When the service technician came out out he told me my house system would not work with the new genie equipment and told me to call in and insist on getting two ne w dvr box and do a self install. After several calls I finally thought I found someone who understood what and why I needed the new boxes and put them on order. These were then canceled by your system and I was never notified. I started all over again with new tech support csr's and finally connected with someone in Missoula, MT that understood my frustration and ordered me two more dvr boxes. Never received those neither. Called again and they set ne up with an appointment to have a tech come out and try and install a genie 2 system. Waited all day for the tech to arrive and no one showed up. Called the next day and they cancelled my request for lack of technicians. Never had the curtesy to call or text me and tell me why and I would have to reschedule. So I rescheduled 3 weeks out and asked for an eight a.m. appoint. About 10 a.m. I received a text that said I was cancelled again. At this point I was furious. This equipment is in my vacation home which I have to drive 5 hours to get to and to have my appointments cancelled twice and waiting all day is unacceptable. So back to the beginning of calling tech support and explaining this issue over and over again. I called last week and the csr said they would send out 2 replacement dvr boxes. Didn't receive within one week so called on the status on 10/17/22 and the order wasn't completed as of this day. They told me a supervisor tried to call me but I find that not to be true because both numbers I left them have message recordings available so I call (Edited per community guidelines). I have over 12 hours of phone calls into your csr's and 20 hours of unnecessary travel time just to be cancelled all the time. Needless to say I am ready to cancel your services after being a loyal customer for over 15 years.

Here's what I see your company needs to do. When an ongoing issue occurs you need to assign an individual to these problem cases so the customer doesn't have to keep calling back 20 times. Give the customer his full name and phone number that he can be reached if no progress is being made. It gets very tiring telling the story over and over to different csr's. Route the calls to the area that is closet to the caller and not all over the world. People on the other side of the world don't even know where Wisconsin is or what a rural area is.

Look up my account and look at the trail of calls and give me a response by email or phone  please. At this point it would be very hard for me to recommend Direct tv but there are no other carriers in the area that I live so you have a monopoly .

Regards,

Larry Kreiter