Satlink

I am rejecting this response because: During the phone call with a representative from DirecTv that my wife just had, we were informed that due to our payment history it would have only costed us $19.95+tax for one of their technicians to come out and perform the install, including the receiver and satellite dish for us, which ends up being about $cheaper than the service we received from SatLink Further we were informed that the apartment complex we live in is not registered with DirecTv as a, "multiple dwelling unit", which according to DirecTv means that there is no reason that we should have been required by the apartment complex or SatLink to have the service performed by SatLink While I will concede that the initial install was due to bad information provided by myself to SatLink all of the following issues were not caused by myself or anybody within my household In addition, our service was not restored at 6:as asserted by SatLink After talking to our neighbor, who performed the SWiM reset, his service was restored at 6:45, but ours didn't resume until hours after that The primary issue is that we paid for an agent to install our system, and it is our contention that the service has been intermittent at no fault of DirecTv, and instead was exacerbated by the customer service we received from SatLink which was not only inadequate, but insulting in that we were forced to ask our neighbor to perform a service that we paid SatLink for Another note I might add is that we brought a SWiM module with us from our previous home on [redacted] Air Force Base in Tucson, AZ When SatLink installed a new one to my system, I provided my old one back to him, only to find that he had take my SWiM module and removed and took the one he installed on my system as well, leaving me hooked up to my neighbor's SWiM module and leaving me liable for the equipment when it must be returned to DirecTv at the end of our service contract I remain unsatisfied with the service, the price of said service, and the customer support we received

Unfortunately, at times, satellite service is interrupted When that happens I do my best to have the issue resolved as quickly as I can I was working in the bay area for the weekend and there were no other technicians available Because I didn't want them to have to wait all weekend, I had the customer talk with their neighbor to have them reset a power inserter that was within the apartment Resetting the inserter meant to unplug it for seconds, which is something that needs to happen with electronic equipment once in a while The customer contacted me at 10:a.mon 4-5-and service was back on by 6:p.mthat same day (within hours) The customer was not without service the entire weekend as he stated The $fee was to pay for part of the equipment needed to install the system, which actually costs $ DirecTV charges customers $to move accounts like this one The reason their system didn't work when they originally moved in is because they had misinformed me as to what type of receiver they had It turned out that they had a more advanced receiver that needed extra equipment to be installed DirecTV equipment is unreliable and is very frustrating when it stops working for both the customer and myselfThis frustration came out in the conversation which I take responsibility for, I should not have been negative I contacted the customer again on 4-7-to make sure that they were not having any further issues and to call if there are any in the future I contract with many apartment complexes to offer satellite services to the residents There are many issues that arise from apartments for different reasons Because of this, I am available by phone days a week and fix problems as fast as I am able In fact, if you have any concerns, feel free to call ###-###-#### Thank you for what you do to help businesses like mine

It is regrettable that the customer is unsatisfiedUnfortunately there are limitations and issues that occur when it comes to satellite systems within apartment complexes that use a single dish These issues are more common with DirecTV equipment as this customer has experienced The only thing that I can do is to fix the problem when it arises Satlink's service policy is to fix any issue that arises within one business day Satlink maintains that it was within that policy As for the SWM moduleThere was no module removed from the customer A SWM module is the part on the satellite antenna itself, which the customer certainly did not bring from his old location I believe the customer is referring to a power inserter that he does not need nor will be responsible for when returning equipment However, if the customer wants one, I would be glad to drop one off for him

It is regrettable that the customer is unsatisfied. Unfortunately there are limitations and issues that occur when it comes to satellite systems within apartment complexes that use a single dish.  These issues are more common with DirecTV equipment as this customer has experienced.  The only thing that I can do is to fix the problem when it arises. 
Satlink's service policy is to fix any issue that arises within one business day.  Satlink maintains that it was within that policy. 
As for the SWM module. There was no module removed from the customer.  A SWM module is the part on the satellite antenna itself, which the customer certainly did not bring from his old location.  I believe the customer is referring to a power inserter that he does not need nor will be responsible for when returning equipment.  However, if the customer wants one, I would be glad to drop one off for him.

I am rejecting this response because:
During the phone call with a representative from DirecTv that my wife just had, we were informed that due to our payment history it would have only costed us $19.95+tax for one of their technicians to come out and perform the install, including the receiver and satellite dish for us, which ends up being about $128.54 cheaper than the service we received from SatLink.  Further we were informed that the apartment complex we live in is not registered with DirecTv as a, "multiple dwelling unit", which according to DirecTv means that there is no reason that we should have been required by the apartment complex or SatLink to have the service performed by SatLink.
While I will concede that the initial install was due to bad information provided by myself to SatLink all of the following issues were not caused by myself or anybody within my household.  In addition, our service was not restored at 6:45 as asserted by SatLink.  After talking to our neighbor, who performed the SWiM reset, his service was restored at 6:45, but ours didn't resume until hours after that.  The primary issue is that we paid for an agent to install our system, and it is our contention that the service has been intermittent at no fault of DirecTv, and instead was exacerbated by the customer service we received from SatLink which was not only inadequate, but insulting in that we were forced to ask our neighbor to perform a service that we paid SatLink for. 
Another note I might add is that we brought a SWiM module with us from our previous home on [redacted] Air Force Base in Tucson, AZ.  When SatLink installed a new one to my system, I provided my old one back to him, only to find that he had take my SWiM module and removed and took the one he installed on my system as well, leaving me hooked up to my neighbor's SWiM module and leaving me liable for the equipment when it must be returned to DirecTv at the end of our service contract.
I remain unsatisfied with the service, the price of said service, and the customer support we received.

Unfortunately, at times, satellite service is interrupted.  When that happens I do my best to have the issue resolved as quickly as I can.  I was working in the bay area for the weekend and there were no other technicians available.  Because I didn't want them...

to have to wait all weekend, I had the customer talk with their neighbor to have them reset a  power inserter that was within the apartment.  Resetting the inserter meant to unplug it for 10 seconds, which is something that needs to happen with electronic equipment once in a while. 
The customer contacted me at 10:48 a.m. on 4-5-14 and service was back on by 6:45 p.m. that same day (within 8 hours).  The customer was not without service the entire weekend as he stated.
The $150 fee was to pay for part of the equipment needed to install the system, which actually costs $250.  DirecTV charges customers $200 to move accounts like this one. 
The reason their system didn't work when they originally moved in is because they had misinformed me as to what type of receiver they had.  It turned out that they had a more advanced receiver that needed extra equipment to be installed. 
DirecTV equipment is unreliable and is very frustrating when it stops working for both the customer and myself. This frustration came out in the conversation which I take responsibility for, I should not have been negative. 
I contacted the customer again on 4-7-14 to make sure that they were not having any further issues and to call if there are any in the future. 
I contract with many apartment complexes to offer satellite services to the residents.  There are many issues that arise from apartments for different reasons.  Because of this, I am available by phone 7 days a week and fix problems as fast as I am able.  In fact, if you have any concerns, feel free to call ###-###-####.  Thank you for what you do to help businesses like mine.

Review: The apartment complex my family lives in requires all satellite service installations be handled by Satlink. We have had issues from day one from Satlink. First it didn't work at all. After that it worked, but we were recording our neighbor's shows. After waiting for that to get resolved it worked again for a couple weeks. This morning we called to get our "error 775" issue taken care of. It has to do with equipment not within my apartment, which I do not own, and couldn't be resolved by DirecTv, and had to be resolved by Satlink. Upon calling I spoke with [redacted]. He said was going to have to work with somebody upstairs, which means even though I paid him to get my satellite working, he was having my upstairs neighbors do the work. Even more infuriating is that it started working for about 45 minutes then stopped again, and when I called [redacted] again, he informed me that I would need to go talk to my neighbors about resetting the SWiM power inserter, and if that didn't work nobody would be able to fix it until Monday, leaving my family without television service that we PAY for for the entire weekend. The only way this could possibly be acceptable service would be if he did it for free, but I paid for this disappointing experience with cash, and now I my entire family is paying for it by not receiving our satellite service because Satlink doesn't want to work on the weekend. Further he tells my wife he would call her back at 4, but at 6 when I called him he informed me that she was supposed to call him, while complaining about how much he hates DirecTv. To sum it up, Satlink has proven to be superficially professional in behavior and doesn't claim ownership of their own failings, while leaving their customers high and dry hoping their neighbors can fix a problem that isn't theirs to begin with.Desired Settlement: I want my service fixed so that I don't have to call Satlink once a month to come and fix it again.

Business

Response:

Unfortunately, at times, satellite service is interrupted. When that happens I do my best to have the issue resolved as quickly as I can. I was working in the bay area for the weekend and there were no other technicians available. Because I didn't want them to have to wait all weekend, I had the customer talk with their neighbor to have them reset a power inserter that was within the apartment. Resetting the inserter meant to unplug it for 10 seconds, which is something that needs to happen with electronic equipment once in a while.

The customer contacted me at 10:48 a.m. on 4-5-14 and service was back on by 6:45 p.m. that same day (within 8 hours). The customer was not without service the entire weekend as he stated.

The $150 fee was to pay for part of the equipment needed to install the system, which actually costs $250. DirecTV charges customers $200 to move accounts like this one.

The reason their system didn't work when they originally moved in is because they had misinformed me as to what type of receiver they had. It turned out that they had a more advanced receiver that needed extra equipment to be installed.

DirecTV equipment is unreliable and is very frustrating when it stops working for both the customer and myself. This frustration came out in the conversation which I take responsibility for, I should not have been negative.

I contacted the customer again on 4-7-14 to make sure that they were not having any further issues and to call if there are any in the future.

I contract with many apartment complexes to offer satellite services to the residents. There are many issues that arise from apartments for different reasons. Because of this, I am available by phone 7 days a week and fix problems as fast as I am able. In fact, if you have any concerns, feel free to call ###-###-####. Thank you for what you do to help businesses like mine.

Consumer

Response:

I am rejecting this response because:

During the phone call with a representative from DirecTv that my wife just had, we were informed that due to our payment history it would have only costed us $19.95+tax for one of their technicians to come out and perform the install, including the receiver and satellite dish for us, which ends up being about $128.54 cheaper than the service we received from SatLink. Further we were informed that the apartment complex we live in is not registered with DirecTv as a, "multiple dwelling unit", which according to DirecTv means that there is no reason that we should have been required by the apartment complex or SatLink to have the service performed by SatLink.

While I will concede that the initial install was due to bad information provided by myself to SatLink all of the following issues were not caused by myself or anybody within my household. In addition, our service was not restored at 6:45 as asserted by SatLink. After talking to our neighbor, who performed the SWiM reset, his service was restored at 6:45, but ours didn't resume until hours after that. The primary issue is that we paid for an agent to install our system, and it is our contention that the service has been intermittent at no fault of DirecTv, and instead was exacerbated by the customer service we received from SatLink which was not only inadequate, but insulting in that we were forced to ask our neighbor to perform a service that we paid SatLink for.

Another note I might add is that we brought a SWiM module with us from our previous home on [redacted] Air Force Base in Tucson, AZ. When SatLink installed a new one to my system, I provided my old one back to him, only to find that he had take my SWiM module and removed and took the one he installed on my system as well, leaving me hooked up to my neighbor's SWiM module and leaving me liable for the equipment when it must be returned to DirecTv at the end of our service contract.

I remain unsatisfied with the service, the price of said service, and the customer support we received.

Business

Response:

It is regrettable that the customer is unsatisfied. Unfortunately there are limitations and issues that occur when it comes to satellite systems within apartment complexes that use a single dish. These issues are more common with DirecTV equipment as this customer has experienced. The only thing that I can do is to fix the problem when it arises.

Satlink's service policy is to fix any issue that arises within one business day. Satlink maintains that it was within that policy.

As for the SWM module. There was no module removed from the customer. A SWM module is the part on the satellite antenna itself, which the customer certainly did not bring from his old location. I believe the customer is referring to a power inserter that he does not need nor will be responsible for when returning equipment. However, if the customer wants one, I would be glad to drop one off for him.