Bad install, multi switch errors

[racingmoose]

First I'd like to say hi to everyone as this is my first post after a long time lurking, reading, and learning.

We've had Dish for a number of years and decided to make the switch to Directv as we had a customer service nightmare with NHL Center Ice and Dish and were convinced to make the switch after talking to a Costco rep.

Anyway, we had our install scheduled this past Sunday and the installer from Ironwood showed up without calling, did a quick installation, didn't show us how to use anything, and then left when we thought he was cleaning up outside. We've spent the week with pixelation issues and now a multi switch error message and no service at all. Directv is sending someone else tomorrow to check on this. Are there specific questions or issues we should ask about? Is this common with Directv installations? What type of credit should we ask for?

 

[downthedoor]

No idea as to the questions; as for the credit, they will give you the 7 days charge for no service, you might get some movie channels...

 

[jdspencer]

What receiver(s) do you have? What dish was installed? What model multiswitch was installed? If you don't know the answers to these questions, then ask the techs when they arrive. Also, make sure they explain how the receivers work.

 

[Jimbo]

Are these common among installers .....
I'd say No, I've had a few installers out and they have all done a very good job.
You heard about all the bad ones because they are the ones that post thier problems, but normally, I would say they get the job done, as long as they are not in a big hurry.
Ask questions when they are there.
Make sure your signal strength is mostly in the high 80's to 100 % have them realign the dish if they are not, these readings are on the rec under set up, just ask the installer to locate them for you. The SS is the crucial thing, go thru a good number of channels and make sure they are coming in to your satisfaction. Also IF you have a OTA antenna, make sure your locals are coming in although they are not D* issue , but they may be helpful enough to look into it for you, if you get locals directly from D* make sure they are coming in properly.

jimbo

 

[Joe Diamond]

What Jimbo said!

Joe

 

[racingmoose]

Thanks for the info!

I wish I could have asked more questions when the install was done, but the installer went our to his truck and left and we didn't know he was leaving, especially with boxes, cable pieces, etc. strewn about the house and yard.

Hopefully today will go much better. Just received a call that they are running about an hour behind schedule, which is okay as long as it's done correctly.

 

[boba]

Ironwood is probably the worst HSP Directv uses.

 

[Jimbo]

Thanks for the info!

I wish I could have asked more questions when the install was done, but the installer went our to his truck and left and we didn't know he was leaving, especially with boxes, cable pieces, etc. strewn about the house and yard.

Hopefully today will go much better. Just received a call that they are running about an hour behind schedule, which is okay as long as it's done correctly.

Curious, when the installer went to the truck and LEFT, had you already signed the paper work ?

Jimbo

 

[msufan]

Bruister and Associates which covers the southeast is suppose to be their largest installer in the USA and they did a good job with mine a few years go but I heard they are being sued for unfair labor practice over not paying hours of the wages they're suppose to pay. I heard it was getting to be a pretty big class action suit. Anyone know about it? someone told mea website address for it but I forgot the address. if it's true I hope those Techs get their money.

 

[racingmoose]

Curious, when the installer went to the truck and LEFT, had you already signed the paper work ?

Jimbo

Yes, during the original installation. The installer told us we needed to sign a form before he could call and activate the service.

To Directv's or the installation company's credit, an installer came out this past Sunday to check on our problems and he discovered an incorrect setup with the box and replaced the LNBs just in case they were also part of the problem. He also had a checklist that he went over with us that we didn't see during the original installation. He took the time to go over each item with us and appologized for the original installation, telling us it wasn't correct nor handled properly.

 

[Jimbo]

Yes, during the original installation. The installer told us we needed to sign a form before he could call and activate the service.

To Directv's or the installation company's credit, an installer came out this past Sunday to check on our problems and he discovered an incorrect setup with the box and replaced the LNBs just in case they were also part of the problem. He also had a checklist that he went over with us that we didn't see during the original installation. He took the time to go over each item with us and appologized for the original installation, telling us it wasn't correct nor handled properly.

It was probably a Boss, I would imagine (installation company), I doubt that an installer would have a checklist, but a Boss would.

So is everything working the way it should be now ?

Jimbo

 

[shmeff]

It was probably a Boss, I would imagine (installation company), I doubt that an installer would have a checklist, but a Boss would.

Don’t know if it’s the same one but techs are supposed to have a checklist signed along with the lease agreement.

 

[racingmoose]

I don't really know if the rep was a "boss" or an installer. But on the original installation, all we were asked to sign was a form that we were told allowed the installer to activate service. This last visit, the installer/boss? showed us a checklist and went over each item before asking us to sign.

So far everything seems to be working okay. But now a new problem, with a CSR. We called to ask about a credit for the week we had pixelation issues and no service as well as for being inconvenienced by having to set aside another 5-6 hours for a return visit and cleaning up after the original install. The CSR only offered to credit us for 2 days of service because the days with pixelation issues weren't considered "no service".

 

[racingmoose]

Just wanted to provide an update. We were told we'd receive a $14 credit for our week without service, but our time, inconvenience, mess left by the original installer, holes in roof where DISH mounts were removed against our request, deserve an apology but nothing more.

We get the impression that DIRECTV service is no better than that of DISH...maybe worse based on our experiences so far.