Original e-mail to DirecTV and responses - Tuesday, March 12

Below is my first email to to DirecTV, followed by their 2 responses.

Hi - I called 3 times yesterday for assistance to get my dish adjusted as no signal is being received. Call 1 gave me an 800# that did not work. This was verified during call 2, which gave me an 866# that told me they no longer service my area. This person gave me a phone # which has not been answered each time I have tried, and I can't leave a voicemail because the mailbox is full. Call 3 was with a sympathetic person who had no advice for me other than to contact my homeowners association. My association responded saying they have no contact info for me.
I'm at loss for what to do next and I have jumped through so many hoops already, yet still have no clue who can help repair my service.
Can you please help get my DirecTV to function again??
Ironically, I emailed yesterday hoping to extend my agreement with DirecTV. This experience has left me divided on whether to continue service once my 2nd year is completed.

thank you in advance for your assistance

Response #1 from DirecTV:

Dear Mr. Steele,

Thank you for writing to let us know the technical problem you are experiencing, and we are very sorry for the inconvenience.

We are eager to address your concern but we are limited to what types of issues we can handle by email. As such, I have forwarded your email to a specialist who will personally research your issue and reply to you likely within 24 hours. Furthermore, by forwarding your email, we will be able to address all your issues and avoid further inconvenience. We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. For immediate assistance, you can also call us at 1-800-531-5000. Our general customer support team is available from 8:00 AM to 10:00 PM local time every day.

Again, thank you for writing, Mr. Steele. We appreciate your patience and understanding.

Sincerely,

Ana A. - 100550790
DIRECTV Customer Service

Response #2 from DirecTV, later that day:

Your email was forwarded to me for review. Thanks for writing and allowing me to help.

I'm sorry that you haven't been able to get in touch with your System Operator to schedule a service call. DIRECTV System Operators are highly professional and have agreements to service specific properties, and normally are easy to reach, so that your service can quickly be restored. As I was unable to reach the System Operator myself, but was able to verify that you indeed are under the purvey of the System Operator, I have sent a request to have them reach out to you by providing them with your contact information. You should be contacted very soon by the System Operator to resolve your technical issue. We regret any inconvenience this issue may have caused.

Thanks again for writing, Mr. Steele, and allowing me to help.

Sincerely,

Lance  L (ID 446951)
DIRECTV Resolution Specialist

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