It's like DirecTV doesn't even want our business!

I had a very annoying and frustrating experience with DirecTV. I recently bought my first home and was so excited to get DirecTV. On the day of our installation (schedule for between 8 and 12), the technician came at 11:55, walked in our backyard, pulled out his signal tool, and said we cannot get DirecTV due to a large tree in the neighbor’s lawn. I suggested putting the satellite on the roof and he said they cannot install on roofs because of OSHA regulations. He suggested getting Dish Network because their satellites are in a different place.  I am aware of the satellite locations, but still find it a little odd that a company would suggest their competitor before they even really tried. The technician said he would have his supervisor come look, but he is sure he would say the same thing.

I wasn’t ready to give up yet, so I called DirecTV (I could barely understand the person, he would not put me through to a supervisor). I explained the situation and he said “Why don’t you want them to put it on the roof?” I said that is EXACTLY what I want!  He didn’t know what OSHA was. He then said his notes indicated the supervisor came when we weren’t there and said there is no way to do it. We went back and forth, and I had other phone calls with other people, and eventually another technician was sent out. We received the same answer of “can’t be done”.

I couldn’t help but feel like no one was really trying or thinking. We had purchased a bundle with Verizon so I knew it would be complicated to cancel everything. We called TelSat Communications (a private Satellite installer in Buffalo) and the guy came right over. He climbed a ladder, used his signal tool, and said we have perfect signal on the front right corner of our roof. He also said he used to be a DirecTV installer and this is a standard installation, no special ladders or tools needed. The kind, honest, excellent businessman said he charges $300 for this service but he knows that it is included in our DirecTV package so we should really try to get someone else to come take a look and point out that spot. He said there was no charge for giving us this information; he just hopes we consider him in the future if we are installing a home theatre system or something involving one of his other services (I sure will!!!).

So, DirecTV came out 2 days later (1 week after our originally scheduled installation) and we showed them the spot. They installed the satellite and it works great! They also asked who said it couldn’t be installed, and when we described the first technician.  They said,  “Oh, that’s so and so- he is scared of making money”.

I’m sorry but this whole situation was utterly RIDICULOUS and hopefully the higher-ups at DirecTV become aware that their technicians (and customer service representatives) are losing them business. We would have gone to Dish Network right away if I hadn’t purchased a bundle that I didn’t want to cancel!