spritt_25159 asked: See my profile and my other questions.
September 11, 2008
Last week I called Direct TV for information about their program. I ended up ordering the service. The salesman messed up the order and accidentally cancelled the order, or so I thought. So he made up another order. I called back to ask a question, and there were two orders on file. We tried to get it all straightened out and they set a date for installation for September 8, 2008 between noon and 4pm. Technicians showed up at our house approximately 1pm and began installation. After about an hour the technician, named Vernon Larrabee, stated that he had all the equipment except a 6×8 connector on the truck. He said to call right then and get a new work order so he would be allowed to come back out the next day – he wanted me to speak with them right then so I called right then and received a new order number. The technicians through Sky Link assured me they would be back the next day. I called Direct TV and informed them of the problems we were having and they said they would try to resolve it. We called Tuesday afternoon 9-9-08 to Sky Link to see if they would be there and find out why they charged us $50. and when they might be back out to my house. Jeff, with Sky Link, assured me they would be out the following day 9-10-08 and that the technician would be dealt with regarding the $50. I also spoke with Direct TV again regarding the problems I was having and they assured me they would contact Sky Link and try to resolve the problem. Again, September 10th, 2008 in the afternoon I called Direct TV back telling them that the problem had not yet been resolved. I also informed them that we had been sitting home for 3 full days now waiting for them.
September 11, 2008 I called Direct TV stating the problem had not been resolved and I wanted to cancel the service, which I did except they told there would be a four hundred and some charge against me-in addition to the two hundred and some already charged to me. I told them I had been sitting at home for 3 days now waiting for them to finish the installation and that I was very upset with Sky Link and we were going to have to return to work and couldn’t sit at home. I told them that we HAD called within the 1st 24 hours trying to resolve this issue and I should not be charged the four hundred plus dollars and the initial two hundred dollars I originally was charged by Direct TV. She said she could not guarantee that I would not be charged for this and that if I discontinued the internet connection I definitely would be charged the four hundred plus dollars. We cancelled only the Satellite TV service and continued the internet connection at $39. per month. She then told me that nobody would be coming to pick up the equipment, nor clean up the mess of wires that are all down the side of my house.
After considering all of the above, I called back and spoke with Jason to cancel the cancellation and to see what could be done to rectify this situation with Sky Link. He told me he could credit my account $150. and call Sky Link while he put me on hold, which he did. He came back on to tell me he would call the local Sky Link office and put me on hold again. When he came back on the line, he said he got a recording at the local office and that he was going to notify his supervisor and forward this complaint to the main offices and that they took these complaints very seriously. He said he would reinstate my account at this time while I was on the phone with him. Also while on the phone with Jason at Direct TV he told me how to reset the system to get the correct time on my system due to the fact that since installation the time had been one hour off, it read one hour behind the actual time. He told me to press the red button on the HD DVR receiver, the one the time was off on, which I did. He stayed on the phone with me while the system reset. It reset correctly and at the bottom of the screen it said “authorization is about to expire”. I told Jason this and he said he would reset it there, which he did, and the note on the screen went off. He told me if Sky Link did not contact me by noon, now it is 10:45 which I told him, to call him back.
At 12:15 Sky Link had still not contacted me so I called back and recorded the phone call. The call lasted 40 minutes. (all of the calls lasted at least this long) In the call this is what transpired:
I tried to speak with Jason, but they were a call center and not from the same state. I spoke with Wally in TX and tried, again, to explain this situation and he said the order was cancelled. I asked why and he told me “it doesn’t say why” He also told me it was cancelled this morning. He said because it was cancelled they will not be able to do it today. I asked to speak with his supervisor and explained ALL of the above with her. She (Alma), too, said the order for the other 2 standard receivers was cancelled. She asked
I have spent literally HOURS on the phone with customer service trying to get this mess straightened out.
Some friends of mine just canceled their service also. WHAT A MESS!!
I CURSE the day I ordered this. I REALLY got ripped off big time.
me if I had the local number for Sky Link and I gave it to her. (I had previously looked up the local number) I again read back to her all of the original work order and gave her the work order number. (I have a copier in my house and had copied the original work order on the 8th when the technicians were here) She said they had everything except a “MULTISWITCH”? I told them I didn’t know, the technician just said some sort of connector. She verified the address again. She said “I can contact Sky Link but I don’t assure you that it will be able to be done today because I’m told that every truck is scheduled out. There’s nothing available for today. What I can do is if there is any cancellations, they can call you to go out”. I said “ this is why I originally called to cancel”. She said, “the first work order was right, which was cancelled”. (I didn’t cancel) She said “what I can do is resubmit the order and try to get with them to see what is the soonest they can get out t
. There’s nothing available for today. What I can do is if there is any cancellations, they can call you to go out”. I said “ this is why I originally called to cancel”. She said, “the first work order was right, which was cancelled”. (I didn’t cancel) She said “what I can do is resubmit the order and try to get with them to see what is the soonest they can get out there for you to do it – to do it for you , to get the other 2 receivers – at no additional charge to you. Would it be OK to submit that order for you”. And she began to do this. She said the “ $150 is still credited to your account.” She then had me hold again to work on this order. She called Sky Link to see ”when they could do this for you”. She said they were to re route some orders to get to me as soon as possible. She (Alma) would call me back within the next 2 hours “I personally will call you to provide you with the time”.
At 1:30 Jessica with Sky Link called to say they will install the other 2 rec
At 1:30 Jessica with Sky Link called to say they will install the other 2 receivers noon to 4 on Monday the 15th. And she said they will put me on a cancellation list to get me in sooner.
4PM 9-11-08 - Direct TV supervisor called and said Monday Sky Link to install and if there is a cancellation they will install then.
4:30 9-11-08 – realized DVR not working “DVR service is not activated on your account”. Called and told Direct TV. They fixed it – OK now.
They said and I said we are recording. I just had it on speaker phone with recorder on.
ANGIE
