Trying to register a complaint is very hard

I had a bad experience with getting my upgraded box installed and believe I should be compensated. I had to talk to at least six different people to get my installation done, each time having to go over my story on the phone with each new rep. I was told I would get a call from “leadership” to hear my concerns. It’s been 8 days. I have not received a call. Here is my story, which I have already told on the phone to two reps. I called about two weeks ago about a no cost Genie upgrade. I was told I was not eligible. I called two days later and asked again. This time I was told I was eligible for a Genie upgrade at “absolutely no cost” or increase in my bill. Why I got two different stories, who knows? I scheduled an appointment. I clearly told the rep on the phone I wanted the appointment for Wednesday afternoon. The rep took at least 20 minutes to coordinate the appointment. He came back on the line and confirms my appointment for Wednesday MORNING. I tell him I wanted Wednesday afternoon. He apologizes and puts me on hold for at least another fifteen minutes. Comes back on the line and confirms my appointment for Wednesday afternoon. I press him to make sure it’s the afternoon. He assures me it is. I was on the phone with that rep for at least 45 minutes total, simply to schedule an appointment. The day before the appointment I get an email from DirecTV confirming my appointment for Wednesday MORNING! I have to call DirecTV AGAIN. I speak to a very nice customer rep who says she’s in Pennsylvania. She apologizes and assures me the appointment is changed to Wednesday afternoon. I press to ensure that is the case because there will be no one home in the morning. She says absolutely it’s in the afternoon. Wednesday morning I get an email from DirecTV confirming that the rep will be coming on Wednesday MORNING!!!!!! Before I go out, I put a note on the door saying there is no one home, the appointment was supposed to be for the afternoon and please come back. Later that day at some point after noon someone left a new Direct TV box on my front step. I did not see it til 3:30 or so, so I do not know exactly what time it was delivered, but it was not there at noon when my wife came home. So I get on the phone with DirecTV AGAIN. The rep says there is no record of me ever having an appointment on Wednesday afternoon. My conversation with your rep the day before told me I did. I tell him that someone was at my house at some point and left a DirecTV receiver on my front stoop. He said, no that’s not possible, we don’t leave receivers unattended. In the multiple conversations I have had with DirecTV people over the course of this ordeal I was told by three or four different people that they don’t leave receivers. Yet, someone left a receiver on my stoop. So the latest rep reschedules my appointment for Friday afternoon. Great. This is finally going to get done. I get an email around 2:00pm on Friday saying, don’t worry your tech will be there. Finally at around 5:30 I get a call from Direct TV, sorry, your rep got delayed and we have to reschedule. Well that is ridiculous, you have now missed two appointments and have eaten up hours and hours of mine and my wife’s time over multiple days. We rescheduled our home and work days twice for an appointment that your company did not follow through on. I ask to speak to a supervisor to express my dissatisfaction. She offers me one free month of service. I say that’s not good enough. I want two free months of service for the level of disruption I experienced. To get this upgrade should have been one phone call and one house visit. She says she will see what she can do and transfers me to yet another rep to set up my appointment. Another 45 minutes to an hour on the phone. The appointment gets scheduled for Saturday morning. I ask him about my complaint and desire to compensated for the multiple screw ups on scheduling my appointment. He assures me that someone from “leadership” will call me that night. It’s been eight days. I am still waiting for that call. Perhaps they called the old number in my account which is a land line that was disconnected last year. I have asked multiple times for that line to be removed from my account, yet when I call people keep asking me about that number-including during this incident. I was assured (for what that’s worth) on my Friday night call that that old phone number was taken out of my account. The rep shows up on Saturday, but it’s a downpour and he can’t go on the roof, which I get. I don’t want the guy to risk his health, so we reschedule again. Thursday morning between 8 and noon. The tech shows up at 9:00 am and completes the install in a hour. Rudy was a great guy and the only person I dealt with who seems to understand positive customer service or efficiency. I have been a DirectTV customer for I think 17 years. I have been an ATT customer for at least eight as well. I pay you guys more than $400 a month on average for TV, phone services and phones and the NFL Sunday Ticket. I have been treated horribly and should be compensated. I would like two months’ of service credited to my account. If loyalty means anything to your company you will take action.