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aldallas's profile

Tutor

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6 Messages

Thu, Sep 6, 2018 2:50 AM

REPEATED NO-SHOWS FOR DIRECTV 4K INSTALL - NEW POST UPDATE #2

This is hilarious--the phone number from AT&TCares is NOT a working number...and no, no one ever called it's been a couple of weeks since I received this message saying callback in 72 hours
                                         
 
                                                                                                                                                                                                                                                                                                                                                  
               

Thanks for your patience while we looked into your case @ aldallas. In regards to your installation, you will be contacted within 72 hours to schedule your installation, or you can go to and use your account number to register and schedule your appointment. If you have additional installation questions, please contact us at 888-318-7463. Please let us know if you need anything else!

Mihai AT&T Community Specialist

nabukl

ACE - Professor

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2.1K Messages

4 years ago

So all mihai did was an "escalation ", which goes to the dispatch office, they're the ones that are supposed to call you within 72 hours , that rarely happens, there's NO accountability by the install offices at all and it's been like that for at least 8 years it's very disturbing to me as a former directv csr and tech support rep when I read all these no shows and reschedules without customer knowledge,  it seems to be getting worse and worse.

Teacher

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8 Messages

4 years ago

In my mind, if an installer is a no show and the customer makes Direct TV/AT&T/UVerse aware, they should be able to pick up the phone, call the supervisor of installations for your region, and say, "Hey, John Smith was supposed to have in installation done yesterday and nobody showed up. I'm going to need one of your installers to stop what they're doing and go to John Smith's IMMEDIATELY to begin the installation."  That means Joe the installer might have to work late that day, or maybe the supervisor will have to roll his sleeves up, get in a truck, and do it himself. But apparently I'm crazy for thinking that. I've gone round-and-round with the dispatch office and all they can tell me is, "I understand where you're coming from but that's not how we do it." According to the csr, they don't have a way to get in contact with the supervisor of installations. It makes absolutely no sense. It's such a broken system and nobody seems to care. I'm sorry you're having the same experience. It's an absolute trainwreck.

litzdog911

ACE - Sage

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43.7K Messages

4 years ago

Unfortunately in many cities there just aren't enough installers and technicians to go around, especially just before the NFL season starts.  Lots of activity around NFL Sunday Ticket time!

 

Teacher

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8 Messages

4 years ago

Has this multi-million dollar company ever considered hiring more installers or forecasting sales trends to inform equipment and staffing needs? The "rush of folks" shouldn't be a surprise to DirectTV. It's not a surprise. They are aware of this spike that happens every year around this time. It's more cost effective for them to no show and offer $100 account credits to pacify customers than it is to actually fix the problem. 

litzdog911

ACE - Sage

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43.7K Messages

4 years ago


@mgrillo wrote:

Has this multi-million dollar company ever considered hiring more installers or forecasting sales trends to inform equipment and staffing needs? The "rush of folks" shouldn't be a surprise to DirectTV. It's not a surprise. They are aware of this spike that happens every year around this time. It's more cost effective for them to no show and offer $100 account credits to pacify customers than it is to actually fix the problem. 


Ahhh, if only it was that easy.  Skilled technicians are not exactly a dime a dozen.  The job market is pretty tight these days.    And it probably is actually more cost effective to offer $100 credits.  In fact, I'm surprised you got that.

 

Tutor

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6 Messages

4 years ago

that's a sad statement--don't think it would fly over at Apple 😉

Teacher

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8 Messages

4 years ago

Apparently there is an "equipment shortage" as well, which is the reason the installer cancelled yesterday (No Show Count: 3). They "escalated" the situation which doesn't really mean anything. This is the same thing they did when they CXL'd on me August 31 and we see where that got me...another cancellation and still no install. Yesterday I was promised a 72 hr. response from someone on their service team. I'm not holding my breath.

 

Here's the reality: DirecTV doesn't care enough about it to fix the problem. If they did, they would've called a warehouse that had the equipment, overnighted it to my address, and had a tech come install it. Problem solved. That's how you make it right if you're DirecTV. That's problem solving 1101, and they know how to do that, they just choose not to. The higher-ups aren't blind to this issue, either. Any executive who cares would see the stories on this forum and come up with a quick solution. I haven't even gotten a response from the AT&T Customer Care Rep on this forum apologizing for the issue...because they don't care.


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