I was sort of forced into dealing with Consolidate Smart Systems after my building went from having individual unit antenaes to having one main one on the roof for all to connect. I have had Direct TV the for over a year and our building decided to have the main antenae on the roof. I thought it would be an easy transition... WRONG! I should have been more suspicious when I was told to contact CSS instead of directly dealing with Direct TV.
First, CSS had to come in to my unit to replace my two receivers with new ones so that they would be compatible with the main antenae. Of course, they explain that they need to put new wiring as well. I could not take off from work to be able to wait around for service, so I had a close friend stay at my unit all day. CSS arrived and put cable wires all over the place, making my unit look terrible. One cable even ran under my carpet, leaving an obvious bump in the floor! I arrived home only to find I still had no service. The CSS people brought in the wrong receivers. I have always had high definition and they brought over standard receivers. They could not understand why the service would not work after they connected them. They could not even piece together that my previous receivers were high definition and that I have two high definition flat screens in the unit?
Anyway, I had to call and complain about the situation and made it a point to be physically present when CSS came around again. After about a week, it was resolved and I was back watching my TV.
Currently, I am inconvenienced one more, begining two weeks ago. Painters had begun painting our building two weeks ago and out went my cable service. I had my brother schedule an appointment for CSS to come out to fix the situation since it is difficult for me to leave work. My brother called, set the appointment and even explained to them that they need to call him because I can not answer my cell phone most of the time and I work very far away. I called two days later just to stress that I did not want to pay for my cable while it is out of service. I made sure to tell them not to call me before 6p.m. because I can not answer my phone.
The day of the appointment comes and I had not heard a thing from my brother all day about the appointment. Then, as I am on my way home (driving a van full of other van poolers in California, ) I see I have a phone call coming in on my cell phone. I look down and it says "private number, " so I ignore the call, thinking the caller will leave a message if it is important. A minute later my phone rings again, "private number" shows up again. I take a chance and answer even though I did not have my blue tooth ear piece, thinking it might be my boss. I answer on speaker and people in my van pool look at me with disagreement, so I immediately say, "sorry, I can't talk right now."
When I got to our first stop, I checked my phone and saw that I had another missed call, this time caller ID showed an actual number and I had a voice mail. The voicemail explained that the tech had shown up but could not get a hold of me for access to my unit, so he left. I called the number that had shown up on caller ID and it says the number is not activated, please call the main toll free number.
When I got home, my brother said nobody had ever called him and that he was waiting for their phone call. I call the main number to CSS and am told to pay a "no show" fee of $40.00 before I can reschedule for a tech to come out. I explain the whole situation and ask if they had previously noted my brother's cell phone number or the fact that I had called to explain my work and van pool situation and the response was "NO."
I asked for a supervisor and get transfer, unknowingly, to another customer representative. I ask again, and finally get a supervisor. The supervisor pretty much explains that they can not waive the "no show" fee and attempts to put the blame on me and made me feel helpless to the situation. Having signed a contract with Direct TV, I really have no choice but to pay whatever they ask just to keep my service. He gave me the whole "you have no choice" speech. He would not work with me and would not waive the fee. I told him I was unhappy and will call Direct TV directly. He said, feel free to contact them but you will still have to pay $40.00 whether you cancel or reschedule our service.
I then called Direct TV and after explaining the situation to the very first person who took my call, the fee was waived, I do not have to pay for cable until my service is back on and I received an appology for CSS's horrible customer service. I still have to reschedule with CSS unfortunately.
This is the most horrible service I have had to deal with in my life. If I had a few hundred dollars to spare, I would have definitely cancelled my entire service with Direct TV just to never have to deal with CSS ever again!