Consolidated Smart Systems
Bait & Switch on Satellite TV Service

Consolidated smart systems is a subcontractor to DirecTV. They install the infrastructure in a multiple dwelling unit complex and then set up the accounts, provide equipment, billing, and a severe lack of customer service for every tenant in that building.
I received a flyer when I moved in advertising a DVR package that included 1. Free professional installation 2. A FREE HD DVR Upgrade.

When I called to get my service connected the pleasant lady told me she had never heard of such a promotion and that I would have to prepay a $60 installation fee before I could begin service. For this $60 the technician delivered the equipment and turned on the switch at the breaker. He indicated he could not set up any of this equipment for me. Needless to say the internet services did not work and after two more visits by this installer, it still did not. So that is what you get for 60 bucks.

After faxing the flyer to the company and speaking a customer service rep I was assured I would have the installation fees waived. She credited my account $30 and then charged it back $60 with no explanation. A move I later learned was due to her unfamiliarity with the "system", a problem I have found to be quite common among each employee I've had the displeasure of speaking with. 5 different customer service reps later I was able to get the installation fees waived.
Skip to the HD DVR. At the time of installation I did not have an HD TV. Therefore I had no idea if I was getting HD service or not. Two weeks into it I bought an HD TV and hooked it up. The picture looked terrible and through multiple conversations with different warranty / repair service people I came to realize I did not, in fact, have HD satellite service. When I called Consolidated Smart Systems about the issue, their response was that at the time of the initial installation I did not specifically ask for an HD box and therefore was given a standard box. Nowhere on the promotional flyer did it say that the HD DVR was by request only. Furthermore, since my service was already activated an HD DVR receiver (the free one advertised) would cost me $200 a $30 installation fee.

At this point I have spoken with 10 customer service reps & 2 "managers" totaling more hours and frustration than I'd care to count. With each successive call to the company the representative (including management) became more malevolent and insistent that there was absolutely nothing they could do for me and if I wanted what they advertised they would be happy to provide it for an additional $230.

I just received my second bill from the company and I am not really surprised to see a new activation fee of $30 show up even though nothing new has been activated. $30 must be the cut off to where most people will not raise too much of a fuss.
I would love nothing more than to simply switch to Dish Network or my local cable company, but sadly this company is the only option within my building. I have never had a more frustrating and infuriating customer experience in my life.

Company: Consolidated Smart Systems
Country: USA
State: Minnesota
City: New Hope
Address: 9449 Science Center Dr
Phone: 8669543434

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