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4 Messages
RV Direct TV
We signed up at the Quartzsite RV Show right before Covid hit, January 2021. Direct TV works with Global Direct Marketing - Your authorized Retailer to offer the service. The owner is Crystal.
It has never worked properly in 3 years. We would have to wait for the next Quartzsite RV Show, as Crystal and her employees said to never let Direct TV Repairmen mess with their set up. They stated "they don't know anything about RV set ups".
4 months later, we discovered that they took out our King Quest Satellite Dish "Reset Button", they put the Swmm Box on the roof, causing rust, etc. They kept telling us that we didn't need the "Reset Button". They lied. King Quest said it was the only way it would work.
I have all the documented texts, emails with Global, who have been unwilling to help us get a credit from Direct TV. They offered their "Debit Cards" with money loaded, but they never came through.
This January, Crystal said we needed a new King Quest, when Paul came out to install, he had to install 3 different King Quest. He finally had to remove the HD box, because he couldn't get it to work. We had service for 2 days and then we left. In April we went to Borrego Springs and of course it didn't work. I left many texts for Crystal, and she refused to contact us back. King Quest said we needed a new Direct TV box. I called and confirmed with Direct TV and they agreed. They wanted to charge us $195 to bring out a new box. Give me a break, it never worked. Why should we have to pay someone to come out.
Finally we cancelled on June 22, 2023, we were billed on the 27th, and I am calling American Express to receive our money back. We have wasted over $4,000 and no one is or was willing to help us. American Express said you were too patient in trying to get this resolved. What is a customer suppose to do? I received an email on June 23 that we would receive a RETURN KIT within 4-7 days. That time has long elapsed with no return kit.
Every time I have called Direct TV, I start getting upset when explaining the last 3 years, I get emotional, I apologize, but then the Customer Service Rep gets angry. On July 1st, she said it would take 48 hours to have a Supervisor call me. I asked her for the CEO's name and email and she said she didn't have that information and that I should GOOGLE it.
Does anyone have a suggestion on how to reach the top, or who to report this to?
Thank you, Susan
Juniper
ACE - Expert
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23.4K Messages
2 years ago
Well King Quest is obsolete. It only supports DirecTV's MPEG-2/SD-only feeds which are shutting down. That is why it doesn't work with the HD box. Going forward you must have a slimine SWM dish on a tripod/sled mount, or the Winegard Trav'ler.
DirecTV does not install in RVs, unless they are permanently parked (so a house that never changes address). That is all 3rd party
Upon install everything but the receiver/client boxes are owned. So sending a tech out is always a cost. Though a service call by DirecTV is only $99. If a box needs replaced it is $19.95 delivery, no tech.
However, because of the MPEG-2 setup, to continue using the RV you must get a new dish as mentioned. This will be at your own cost.
I would suggest a BBB complaint on the authorized retailer. DirecTV had already started the MPEG-2 shutdown when you got the King Quest. The shutdown has gone slower than it should have as was supposed to have completed by now. Unless that authorized retailer disclosed you were buying equipment that was being phased out, then they were doing everything they could to unload outdated equipment stock.
To simplify: Since this is an RV install, it is not up to DirecTV to repair or upgrade anything. With initial install over 2 years ago, unfortunately this means it is at your own cost. The only complaint you may still be able to work with is the authorized retailer selling you legacy equipment without informing you as such.
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DIRECTVhelp
Community Support
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255.7K Messages
2 years ago
Hello Susan, we are sorry that you had gone through this bad experience with your RV service and equipment return, also this is not what we aim to deliver on customer service. We would like to make the process of returning equipment easier for you. We will meet you on a DM to work on your request. Juan, DIRECTV Community Specialist
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par4susan
New Member
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4 Messages
2 years ago
Juniper, Per an email from Direct TV, we had an HR54-200, C41W-500, C51-700. Would you clarify if these items are obsolete with King Quest as you stated in your email.
I plan on filing BBB and FCC. If Direct TV is going to allow an authorized dealer to do these installs, they should also be responsible. Thanks for your thoughts.
Also, an employee from Direct TV, on this forum, said he would reach out by DM, but it never happened. The supposed call from a Supervisor within 48 hours never happened.
We have switched to DISH, with a Walley, and it works with our King Quest. We originally had the Winegard (purchased 6 years ago at the Quartzsite RV Show) and should never have changed with this other so called Authorized Dealer. We made the change so that we could have service in our back bedroom and the main living area.
Susan
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Juniper
ACE - Expert
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23.4K Messages
2 years ago
@par4susan
The HR54 is the 3rd generation Genie and the C boxes are Mini Genie Clients. The boxes are not obsolete but the King Quest is.
Genie/Mini Genie setups will only work on a SWM system. Pre-Genie boxes could work on both SWM and non-SWM (unless box was too old to be non-SWM only), but with the MPEG-2/SD-only shutdown it is a moot point as that makes your King Quest obsolete in the first place.
The specs of your King Quest should show they work with SD/HD for Dish, but only SD for DirecTV. That is the fine print of the hardware, even though they work for both providers they don't have the same capability for both.
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shannon02
ACE - Expert
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21.3K Messages
2 years ago
DTV has never installed in RVs unless they are permanently parked. It is the dish makers and RV dealers that setup the DTV account and install the dish/receivers.
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par4susan
New Member
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4 Messages
2 years ago
Shannon, They are authorized dealers for DIRECT TV, therefore, Direct should stand by what is happening. At the RV SHOW in Quartzsite, they have nothing but DIRECT TV LOGOS ALL BEHIND THEM. If they are misrepresenting Direct TV, then they as a big corporation should make things right.
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Juniper
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23.4K Messages
2 years ago
Authorized retailers are just that. They are permitted to sell DirecTV products but do so under their own polices. DirecTV will not do anything with an RV unless permanently parked, so all authorized 3rd parties to take care of that and DirecTV stays out of it.
This is why as a general rule I avoid 3rd parties whenever possible (not just for DirecTV). Unfortunately, RV installs are 3rd party only. And if setup becomes legacy, such as MPEG-2/SD-only setups, than it is on the customer's own cost to update.
It is not just DirecTV as other providers operate similar with their authorized retailers.
For any complaint or such you might continue with (such as BBB) it is DirecTV, not Direct TV.
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