6 Messages
Directv poor technical support service - 22 year customer
My Directv equipment has not been functioning correctly for the past several weeks. I made an appointment and a tech came out. The tech indicated that my problem is that a tree has grown larger and is interfering with getting a clear signal to my dish. My dish was installed 22 years ago and the tree was much smaller. The tech informed me that I need to trim the tree, and continue to trim the tree going forward to receive a clear signal. This could resolve my problem, but I am not even 100% sure it is the problem. Anyway, I informed the tech that I have been a customer for 22 years, and I did not choose where to put the dish and things have changed and the tree has grown much larger. I cannot assume the responsibility of trimming the tree to continue Directv service. I suggested moving the dish to another location on my house and the new location has a clear path to the sky on another side of my home. The tech argued that it wouldn't work because the tree is still in the way. I was a little surprised, because we were both standing outside looking at the two locations, one being nowhere near the other or the tree in question. The tech said he would not move the dish or recommend to do so. I called Directv customer service and explained in extreme detail the issue. The customer service rep informed me that the tech reported the tree was in the way and they cannot and will not move the dish. I am shocked at the response, I informed the customer service rep that if they were coming to install me as a new customer, they would find another location to put the dish and the fact that the tech is saying there is no other solution is not true. They offered to send another tech, but only to evaluate again, if they agreed with me, I would need a third appointment for the work to be done. This is not acceptable to me. I pay over $270 including the equipment maintenance fees and am surprised Directv is willing to let me go over this. If I am not able to get a successful resolution that will not inconvenience me further than one more appointment to move my dish, I will leave and go elsewhere for my service. Writing a letter to the company to escalate this issue to try and get satisfaction and then waiting for a reply while my system is not functioning properly is not a reasonable option. Is it worth pursing further somehow? Any assistance or suggestions are appreciated.
litzdog911
ACE - Sage
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46.4K Messages
1 month ago
It's possible that the tech was too busy and didn't want to spend more time on your job. Getting another tech to evaluate the site seems like the best next step, assuming you want to continue with DirecTV Satellite.
There are also apps that can help you determine your own line-of-sight to the appropriate satellites at 99, 101, 103ºW.
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theeherb
6 Messages
1 month ago
Thank you for the response and advice. My head will explode if another tech comes and they refuse to move the dish. I could do it myself, but I don't pay over $3K a year for self serve. I am shocked at their position and that they are ok letting me leave under these circumstances.
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litzdog911
ACE - Sage
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46.4K Messages
1 month ago
Sadly, the technician quality varies widely. It's hard to hire good help these days. Hopefully your tech will take care of you.
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DIRECTVhelp
Community Support
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255K Messages
1 month ago
We appreciate your loyalty and would like to ensure that all possible options have been explored to address the signal issues. A technical specialist is available to assist you, please check your DM. Charles, DIRECTV Community Team
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Juniper
ACE - Expert
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22.9K Messages
1 month ago
Also be aware that everything but the receiver/client boxes are owned. So repairs, dish relocation, etc. are at your cost.
Unless you subscribe to the Equipment Protection Plan, but that over time costs you more than the one-time costs: Service Call ($99); Delivery of Replacement Box ($19.95); Remote ($15, though cheaper through online retailers. If you need those often enough where that plan is cheaper, something is really wrong.
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shannon02
ACE - Expert
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21.1K Messages
1 month ago
AFAIK a dish relocate is $49.
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theeherb
6 Messages
1 month ago
I called tech support and spoke to someone and they put in work order to move the dish for free, huzzah!
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litzdog911
ACE - Sage
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46.4K Messages
1 month ago
Keep us posted.
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nabukl
ACE - Professor
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2.3K Messages
1 month ago
@theeherb make sure it's a dish relocation order and not a service call, a service call will not get the dish relocated. A dish relocation is $49.00 + tax if applicable. The "setup a free relocation " concerns me because it's not free, however, a repeat service call would be free because you're within 90 days of a previous service call.
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shannon02
ACE - Expert
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21.1K Messages
1 month ago
You own the dish, DTV will not remove it but should place a new dish where it can get LOS and be serviceable.
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theeherb
6 Messages
1 month ago
It is definitely a work order, fingers crossed this gets resolved on this visit. My only concern is that this is the actual problem. The tech did nothing on his visit except to tell me I needed to trim the tree. No tools came out and he did not do any type of assessment of my hardware.
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Juniper
ACE - Expert
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22.9K Messages
1 month ago
What about the service was "not working correctly"? Please be specific including model numbers of boxes.
Just in case we can offer any suggestions or provide relevant info before your appointment.
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theeherb
6 Messages
1 month ago
The problems are intermittent. Sometimes there is no picture when I turn it on, it breifly shows the info bar and channel info, but no picture. Change channels and same thing happens. Other times the sound cuts out while watching. Both of these need a reset to correct. It also switches to internet streaming while I am watching but it does this several times a day, and then I won't experience it again for several days. I asked them if they had new hardware to replace or upgrade me and I was told that all of my equipment is the latest. I have a dvr and 2 tvs with small satelite receivers that are networked.
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Juniper
ACE - Expert
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22.9K Messages
1 month ago
Well "latest" doesn't mean greatest. What are the model numbers?
Though if you have 2 TVs, but 3 boxes, than you most likely have the Genie-2 (HS17) which has no other model number (though only the 1st run has the eSATA port so the newer one should have been HS17R1 like they did with the Genie line). And the small boxes would be Mini Genie Clients (such as C31) or Gemini (C71KW) which are not receivers since they do not work by themselves with satellite service having no tuners of their own.
When any of this happens are you getting any error messages?
Have you done a warranty replacement? (they don't upgrade you for warranty).
If resetting causes a temporary fix, then I have doubts about a Line of Sight issue.
Could you post the satellite readings?
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theeherb
6 Messages
1 month ago
I think your assumptions are correct. There are no error messages, they haven't checked any of the hardware which is why I am a little skeptical of the diagnoses, but we will see. Let me see what I can do a little later today.
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