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Why can I not get my equipment installed?


Why can I not get my equipment installed?

I have old boxes that will not work by the end of the year so have ordered the upgrades but can’t get a service rep out here to install my equipment. Every time I get a date that they are suppose to be here they don’t show up and then reschedule and I have to wait another 2-3 weeks for an appointment that they still don’t show up. I am on hold for 30 minutes are longer to hear that no one was home but we were here all day. This will be my fourth reschedule because they were suppose to be here yesterday September 9th between 8-noon no one came no one called. How am I suppose to get equipment installed? I call customer service and get the run around. What happened to good customer service and making the customer happy? Prices get higher customer service gets worse? Way to go AT&T hope you don’t buy out any other companies that I use.

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ACE - Expert

Re: Why can I not get my equipment installed?

When you next call DirecTV submit a complaint on the appointment regarding no-show and not being notified. However multiple no-shows is definitely aggravating. When you call and get the voice prompt say "cancel" and that will get you to a retention specialist, which normally are more experienced agents. There has been mention of an escalation process in severe cases like what you describe. The agent may have to speak with their supervisor, or have you speak to them directly to do so.


Also so you don't have issues after the fact, what are the models of each box you have now?

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