Way off topic: DirecTV

[Greg Ketell]

I told them I would spread the word so I am.

My dad was recently moved with very short notice into an assisted care facility. Prior to the move he had signed up for a 2 year contract with DirectTV. The assisted care facility would not allow him to have the satellite dish. DirecTV would only cancel for a $187 "disconnect fee".

So, trying to avoid that and since I've been wanting satellite TV over the sucky cable we get here I had them move the service to my house. Unfortunately 2 different installers said that it was impossible to run the cables to where our HDTV is (bottom floor of a two story, no crawl space access (DirecTV won't do crawl space installs anyway) and no outside wall.

DirecTV's response? "Move the TV" or "Pay the $187" or "You can't run the cables along the floor from the other room?".

I understand the contract but when the other party tries to abide by it and physically can't due to no fault of their own a good company makes allowances. Not DirecTV. We're being forced to pay the $187 and I'm spreading the word.

Make your own judgements. I've made mine!!
GK

[Jerome Hanby]

I sympathize with the situation, but I do have a workaround.

Place some little TV in a spot that they will wire to, have them do their thing, then buy some cable and run it wherever and however you want. I had that same type of situation in an apartment. They said they could wire to the living room, but couldn't wire any other rooms because they weren't allowed to cut holes in an apartment. I told them I'm a video freak so wire up all four receivers in my living room. I tipped the installer a few bucks and he made my cables long enough that I could route them where they needed to go. I used some white plastic cable channels from the local borg to carry the cables around the ceiling and down the hall...


I told them I would spread the word so I am.

My dad was recently moved with very short notice into an assisted care facility. Prior to the move he had signed up for a 2 year contract with DirectTV. The assisted care facility would not allow him to have the satellite dish. DirecTV would only cancel for a $187 "disconnect fee".

So, trying to avoid that and since I've been wanting satellite TV over the sucky cable we get here I had them move the service to my house. Unfortunately 2 different installers said that it was impossible to run the cables to where our HDTV is (bottom floor of a two story, no crawl space access (DirecTV won't do crawl space installs anyway) and no outside wall.

DirecTV's response? "Move the TV" or "Pay the $187" or "You can't run the cables along the floor from the other room?".

I understand the contract but when the other party tries to abide by it and physically can't due to no fault of their own a good company makes allowances. Not DirecTV. We're being forced to pay the $187 and I'm spreading the word.

Make your own judgements. I've made mine!!
GK

[Greg Ketell]

He could definitely put wires in a random place that we could then run along the floor. But that doesn't fit in our house. If the cables are run properly I'm not interested.

And it really sucks because for the DVRs they have to run TWO cables, one for each tuner. The fact that all their competition runs one cable and then replicates the signal internal to the DVR is much too advanced for them. They require two cables. 3 TVs. That means 6 cables running down the outside of my house for the full length of the house.

Oh, AND the lady who scheduled the move said they could mount the dish on the chimney rather than drilling holes in my new roof. But the installer said they can't do that with the HD dish. GRRR.

They were just screwed up from the get go. And now they are screwing my dad.

GK

[John Shuk]

Ask them to suspend the service for awhile. I think you can do that and maybe you forget to get it restored.

[Danny Thompson]

If you haven't already done so, ask to speak with a supervisor in the customer retention department. In my experience, they seem to go out of their way to please a loyal customer. Particularly given the "assisted living" angle.

[Tim Morton]

Can't they bury the cables? Or just run them where your current cables are run now? I'm surprised they can't accommodate you...yeah they get your $187, but they then lose your $80 per month cable charge.

[Greg Ketell]

Worth asking but after the way the last call went I doubt anyone will talk to me. I lost it dealing with their thick-headedness.

GK

[Greg Ketell]

Tim, for one TV they could run the cables where the existing ones are now. But for the other two they would need to run two new cables each. And they "can't use the existing cable because it has been split inside the house somewhere" so that means all new cables. But the primary TV, the big screen HD TV in the living room is the one they can't get to. She even had the gall to suggest I use DirecTV on the one they can get to and continue paying for cable for the other ones. Now THAT would be cost effective.

Danny, that is who I was talking to at the end. They all had the same mantra "I'm sorry your dad is in assisted care, I'm sorry our service can't work for you, but we have the contract you must pay".

All true. But not good for customer satisfaction and not good for business. With how thoroughly the world is connected now there are already up to 11,000 people who will be able to know about this just from the few lists I'm on. And I haven't even sent out emails yet. So not only have they lost my business they have potentially lost tons more. All for $187. I don't get it.

*sigh*
GK

[Matt Meiser]

If there's a splitter somewhere then I can see why they couldn't reuse it if that splitter is buried in a wall somewhere or something like that. I believe the frequency that those splitters will pass is lower than what the signal from the antenna runs at. I doubt Dish would be able to use it either. And if the wall is inaccessible, then its inaccessible and short of cutting into walls and ceilings and/or hiring a more talented installer, which wouldn't be part of their standard installation, there's not much that can be done.

But I would call and ask to speak to customer retention regarding the fee. It does seem like there are extenuating circumstances and I would explain that you tried to help them out by transferring the service but that they said the installation is impossible. Tell them that unfortunately their customer (your dad, not you) can no longer use the service and with the costs of his new living circumstances you just really aren't sure when there will be money to pay them. Offer to pay them $5/mo in the mean time and see what they say.

[Dennis Peacock]

We dropped DirecTV about 2 years ago now. They kept raising their rates and there was nothing really on that we liked very often. We were a 14 year customer with them. Now we're saving that money every month and the entire family is much better off without DirecTV. :)

[Curt Harms]

Greg, I'm sorry to hear about your problems with the knotheads. I don't know about other providers but when you buy a HD receiver or HD DVR from Directv, you only think you're buying it; you're really only leasing it. There's no lease fee beyond the montly HD charge but you can't sell the HD receivers or DVR's, you have to return it to Directv. I'm not sure why they made that change.

you don't need 2 cables to a DVR. You need 2 cables IF you want to watch one show and record another at the same time. I was using existing RG59 cable that was installed in the house in 1995 for years. Worked fine for standard def Directv. The run lengths would not work for High Def. I was able to reroute the RG6 from the dish and connected it to probably a 20' run of RG59 in the wall. That transmits High Def signals just fine. It's apparently a function of cable quality (RG6 is better than RG59) and length. I was able to shorten the run about 50'-60' and that was enough.

HTH

Curt

[Lee Schierer]

Run the cabling yourself. You can buy the proper cable at any electrical supplier. That's what I did. I installed our entire system and it has worked just fine for over 10 years. You can even mount and align your own antenna with the help of a friend watching the signal strength as you align the dish. It sounds like the local installer is the problem. They don't want to invest the time needed for complex installations when they only get paid a flat rate from Direct TV.

Chimney mounts are not a good way to go. It puts stress on the masonry and if the chimney hasn't been maintained since it was built, it could fail. Then you or the apartment owner would expect the Direct TV folks to pay for the repairs.

[Justin Leiwig]

My inlaws had Direct TV and wanted to upgrade to HD DVR. It would have cost them close to $300. The broke their contract and paid the fee, but Direct TV kept calling and harassing them. She finally had to file a complaint with the FCC to get them to stop. The local cable company is not much better, but at least you don't pay an arm and a leg for the equipment like you do with direct TV.

Try calling your congressman or something. I bet they let servicemen out of the contract when they have to ship off. I'm sure there is some clause that they will let him out, you just have to find it because they won't tell you about it.

[Ken Garlock]

Hi Greg. When we moved into our new home, I called the "Dish mover" to install the new dish for our Dish Network system. When they arrived they only wanted to mount it on the south garage wall. I told them that was not going to happen in my lifetime. I told them that I wanted it on the chimney, they wouldn't do that so I told them to hit the road.

My answer was to buy a new dish antenna and install it myself. I had pre wired the house when built so I had several RG6 cables in the soffit. I got the entire system running up to pointing the dish. I called a local installer and he came by and aimed the dish in about 10 minutes at a cost of $65. My chimney is a typical Texas wood construction with insulated "stove pipe" to the fireplace. The dish has nicely survived wind gusts in the 60 mph range, and keeps on ticking.

Greg, have an installer put the antenna up, point it using one of your receivers sitting on the porch. When done, pay him and send him on his way leaving the antenna coax dangling. Your job is to then run the *+*&$% cable where you want it. You don't need the antenna connected to a tv to point the dish, the installer will have a signal strength meter to use. He needs the receiver to power the electronics in the antenna.

[Dave Lehnert]

I had something similar with our alarm company. The modum on the alarm quit working and they were unable to fix it. (discontinued model) Said we had to pay the balance of the contract to get out. I whent to the office ,with checkbook in my hand, and asked to see the signed copy of the contract. I will sit right here till you show it to me. They were gone for some time and came back and said "You do not have to pay" They could not find the contract. (Note. I never did sign one, Just made me think I did) My point make them show you the signed contract before paying. They wont take the time to find it and give up.

[Don Abele]

Greg, I've had DirecTv for going on 10 years and have never had any problems with their customer service. They have always been very helpful. Like during the install in Virginia when their installer grounded the dish to a PVC pipe (outside water spigot). He was back out the next day moving the dish and rerunning everything. I'm sorry you are having so many problems. I would keep calling customer service every day and ask for a supervisor. Eventually someone will say yes.



...I bet they let servicemen out of the contract when they have to ship off. I'm sure there is some clause that they will let him out, you just have to find it because they won't tell you about it.

Justin, you're right but it's not out of the kindness of their hearts. It's a federal law called the Soldiers' and Sailors' Civil Relief Act of 1940. It protects military service members against all kinds of bad things happening to them as a result of their military service. I've used it many times in my 22 years (and I'm sure I'll use it again).

Be well,

Doc

[Jim Becker]

My DirectTV installer spent about 30 minutes in our crawl space about a month ago...dude even carried a change of clothing in his van which was good since the crawl space had a dirt floor. (He had to go in there to remove one of the "evil splitters" that was keeping signal from getting to the kitchen TV area. So this is probably a local issue or just with your installer. (Because of a technical issue, there can be no splitters inline for DirectTV...all cables have to be home-runs to the dish...and it also has to be RG6 for the current product)

Early termination fees (ETF) are pretty much endemic in the "media" and wireless industries and probably generate the greatest angst of anything related to such terms of service. They are extremely hard to beat, too. I'm not saying that they are right in forcing this on your dad given the situation, but I'm also not surprised. But let me ask you this...what are they really going to do if "your dad" refuses to pay the ETF?

[Greg Ketell]

But let me ask you this...what are they really going to do if "your dad" refuses to pay the ETF?

Sadly since I'm POA they will come after me. It just isn't worth that fight (which is probably what they are counting on). But, hopefully it wasn't worth the negative publicity they are receiving too. :p

GK

[Jim Becker]

Ah, I can see how that might be difficult, but did "you" sign the contract or your dad?

At any rate, I don't get the crawl space issue. The DTV installer company around here (Iron-something-or-another) had no qualms about slinking around in mine and the due was a big guy, too. But if that's not going to fly, you could just have them do an "easy" install as some have suggested and either deal with the cabling yourself or get a local resource to do it. Or, pay the $187 since it's only the equivalent of no more than two to three months service, depending on the package, and be done with them. I don't think you have too many other choices here, Greg...and it wouldn't be any different with most other providers, too. They all suck in this respect.

[Greg Ketell]

Ah, I can see how that might be difficult, but did "you" sign the contract or your dad?

At any rate, I don't get the crawl space issue.

Me either, really. But everyone I've talked to has said "attic run or outside run only". If I could do it I probably would because the cable service is so problematic (they just went dead again last night and rebooted our box and came back with no directory) but there really isn't any access to where the cable needs to go. There is about 20" of crawl space and an 18" rigid HVAC duct running right where I would need to be to be able to drill the access holes.



Or, pay the $187 since it's only the equivalent of no more than two to three months service, depending on the package, and be done with them. I don't think you have too many other choices here, Greg...Yah, that is the conclusion I came to too. Pay them and be done with it (other than warning others what they might get into if they choose DirecTV).



and it wouldn't be any different with most other providers, too. They all suck in this respect.:(:(:( What ever happened to customer service? These companies are just getting too big for our own good. :(:(:(

[Curt Harms]

:(:(:( What ever happened to customer service? These companies are just getting too big for our own good. :(:(:(

Limited choices. It's not like if you don't like your TV provider, there's 4 or 5 more readily available choices like hardware stores. Too capital intensive for that. In recent customer service surveys I think DirecTV was the best of a bad lot. Ask about Philly area Comcast customer service sometime:eek:.

[Scott Lingle]

I'd call back and try to cancel, odds are if you explain it like you did here, you can get some satisfactory outcome (perhaps a lower ETF?)

We had DirecTV for 10+ years. One day we got a flier for Dish in the mail. It was a much better offer and our DVR was starting to die anyway. When we called DirecTV to see what they had to offer we found it was not nearly as good as Dish. We asked about many of the advertised promos and got the "that's for new subscribers only" (even after talking to a supervisor) speech so we cancelled and called Dish. Two weeks later (and several times mind you) we got calls and letters from DirecTV with offers for the "new subscribers" deal. We get all kinds of "loyal customer" promotional mailings that we never got while we were actually customers.

As for the installers, it's pretty much up to them what they will and won't do. They are contractors independent of DirecTV/DISH. They have their obligations from their contracts, but it's up to them if they want to go above and beyond. Our DISH installer spent half a day planting a pole in our yard 200+ feet from the house so as to get it as hidden from view as possible then hooked up both rooms and went through all the equipment to make sure everything was perfect. So they *can* help, sadly, most just choose to do the minimum.

[Dennis Peacock]

Limited choices. It's not like if you don't like your TV provider, there's 4 or 5 more readily available choices like hardware stores. Too capital intensive for that. In recent customer service surveys I think DirecTV was the best of a bad lot. Ask about Philly area Comcast customer service sometime:eek:.

Ya know...you can always do without TV....just like we have for 2 years now. Life is much better without it. JMHO though. :D

[Jim Becker]

Ask about Philly area Comcast customer service sometime.

Well...I did just switch to DTV from Comcast and a good part of the reason was a bunch of "non-disclosure" and misinformation from customer service interactions.... ;) ...but will switch from DTV to FiOS TV once it becomes available in my township in the next couple of years and after my one year commitment to DTV is past. Until then, I'm very much liking my $55 a month for 200 channels and a LOT of HD that I currently have and couldn't get from Comcast, even if I did pay an extra $30. Comcast HD is also way over compressed.

[Curt Harms]

Ya know...you can always do without TV....just like we have for 2 years now. Life is much better without it. JMHO though. :D
How would I learn about Norm's latest GeeGaw?:rolleyes:. Except for local news, pretty much all the networks except A&E, Discovery, weather channel and PBS could disappear and I'm sure I'd notice. Well Okay, maybe CNBC and NFL network.