July 25
Letter send to Directv
To Whom It May Concern:
DIRECTV issues since beginning of mid May.
I spoke to DIRECTV because my HD 20 box located in my family room starting locking up; the only way to start it was to reset it. After numerous calls, and hours of resetting the box, and moving cables, Direct finally sent me a replacement HD 20 receiver. That was the week of the May 19th. Before it was even received I ordered an HD DVR. My work order was to have the technician come out and move the new HD 20 box to my master bedroom and put the new DVR in the family room.
The new HD 20 came and after one day it to started to lock up. When the technician came out on the 24th it did the same thing for him. He worked in the basement awhile and said he found a cable with a staple in it and that is why the box was locking up. He moved the hd20 and installed my new HD DVR, fixed the wire and left.
Two days later the same issue. I called back and was told a Supervisor was coming to my house on Tuesday June the 3rd. I took a day of vacation and waited. When he came he had no idea why he was there. So I went through the entire explanation again. He went downstairs said I needed a new multi switch and said he would be back on Saturday. I was upset he wasn’t going to do anything while he was there but he promised he would be back on Saturday to handle the problem. Again like I stated above this was after giving up a day of my vacation to do nothing.
Saturday June the 7th rolls around and a new tech comes, no supervisor, with a new multi switch. When I tell him that I was promised that everything needed rewired he was visibly upset. He didn’t even know what to do. Said it really needed a supervisor to handle something this big. He also proceeded to tell me that he needed to hurry up because they got paid by the job and this was cutting into his pay. Said they got paid by the job and he had two others to do. After him trying numerous times to get a hold of his boss he finally changed the switch and left.By morning the HD 20 was still locking up.
I called DIRECTV again and they promised me they would get this fixed once and for all. Another tech shows up on Sunday the 15th. Brings in a new, NOT refurbished HD 20, he says he has never seen anything like this before, but insists it’s the HD 20 that is causing it changes to an HD 21 100 and leaves.
Two days later I turn the box on and the new receiver is also locked up. It doesn’t matter where it is located so obviously the signal or the dish must be having an impact on what is happening with the box.
I called Halstead communications directly and they had another tech come out and he also went through all types of things. It doesn’t matter where it is located so obviously the signal or the dish must be having an impact on what is happening with the box. He was a nice young man but he said he was brand new.
The last tech that came out a few weeks back was a little more thorough. He thought it was a line of site issue and said he couldn’t do anything for me. But in the mean time he was going to bring me a new regular receiver to replace my HD box so that I could at least watch TV in my master bedroom until the leaves left the trees.
It’s been 3 weeks and I haven’t seen anyone.
Today July the 25th I called and after explaining my issue to a regular representative who didn’t know what to do I spoke to one of DIRECTV’s supervisors? He was extremely rude. He never looked at the notes, just immediately blamed the issue on my electrical in the house. Forget the fact that I a brand new house, and have four other receivers including an HD DVR that are working fine, and the fact that this receiver did the same thing in multiple locations. He said if I wanted another receiver it would be at my cost. When I asked why and said I was promised another one at no cost. Basically I was told to bad. For a supervisor he was absolutely horrific. I finally hung up on him.
I’ve lost my personal time, vacation time, I’ve spent a ton of money on new receivers and all I have received is a small 30 dollar credit and still no service in my bedroom.
If it wasn’t for the fact that I have so much invested in the system I’d drop everything today. I’ve been a customer for over 7 years. This isn’t how someone who is loyal to you should be treated.
I’d like to have someone resolve this one way or another or I am going to call Better Business Bureau. All I have asked through all of this is a good explanation of the issue, and what we can do to rectify it. If it means that I need something else to make this work, like a downgrade to the HD box to a regular unit than to please do that. I’d also like to see DIRECTV do some type of credit to my account that will more than make up for my time and money lost.
I can be reached at 518-461-3947 which is my cell. I’m also going to send a copy of this to Halstead communications. I hope to hear from someone in the next few weeks.
Sincerely
Elaine Hale
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