Is installation always this bad?

[boomer981]

I have Dish. About a year ago, I decided to switch back to DirecTV (I had it years ago when they were still with Pegasus). The installer showed up, then said he couldn't do it that day. Since I had taken a day off for it, I just canceled.

So recently, we got a HDTV and I scheduled installation for today. I have received five confirming emails that they would be here between 12-4 today. At 4:00 today, I received a phone call that the installer doesn't have the equipment, so the installation would have to be rescheduled. I told her it would have to be on a Friday, so she scheduled it for 1/28. That's a Wednesday (which I didn't realize while I was on the phone with her).

I am NOT happy. This is twice that I have tried to go back to DirecTV. If they are this incapable in installing, what is their customer service like when they actually have you as a customer? And how the heck can a satellite company not have satellite dishes?

Sorry, I needed to vent...while I'm holding for a supervisor at DirecTV.

 

[billunc]

Had my installation a couple weeks ago and have to say it wasn't the smoothest. Still having issues with my HD after a couple of trips out by the installer, not to mention the installer originally cut my telephone line when putting the pole in the ground, knocking out the phone service as well as the DSL. Had the phone service fixed the same day, still working on getting the dtv right.

 

[skyviewmark]

Local Independent Retailer.. Same deals.. And all the ones I know show up when they say they are going to, and have whatever it takes to get the job done.. I keep seeing people talking about this over and over and It takes all I can do not to scream. We independents take pride in our work, most will go an extra mile to make sure you are happy, and when they are finished they make sure you know to call them if you have any problems. Once we are finished you are just as much a DirecTV customer as if you had called their 800 number.. But you are also our customer, and we want you happy and reccomending us to all your friends. So we take care of you.

 

[sammy4041]

Local Independent Retailer.. Same deals.. And all the ones I know show up when they say they are going to, and have whatever it takes to get the job done.. I keep seeing people talking about this over and over and It takes all I can do not to scream. We independents take pride in our work, most will go an extra mile to make sure you are happy, and when they are finished they make sure you know to call them if you have any problems. Once we are finished you are just as much a DirecTV customer as if you had called their 800 number.. But you are also our customer, and we want you happy and reccomending us to all your friends. So we take care of you.

This would be great if they existed everywhere. I am looking at direct and have searched my area high and low for a independent local retailer. I found plenty for dish, but none for Direct, unless I am looking at the wrong spots. Try googling Eau Claire directv and there are plenty of things that pop up, but they all revert back to 1800 numbers.

 

[Vic_Mackey]

This would be great if they existed everywhere. I am looking at direct and have searched my area high and low for a independent local retailer. I found plenty for dish, but none for Direct, unless I am looking at the wrong spots. Try googling Eau Claire directv and there are plenty of things that pop up, but they all revert back to 1800 numbers.

Try this.

DIRECTV - Find a Retailer

 

[sammy4041]

Try this.

DIRECTV - Find a Retailer

Nothing doing, a couple of walmarts and best buy, I dont think they are considered independent in the same way the other poster is talking about.

There is a place that is over 30 miles away that offers wildblue, but nothing about directv.

 

[Zynergi]

Well Boomer.. It seems you have had the cream of the crop show up. What I would do if you still want D* service is set your 3rd (and final make D* aware of this) appointment and have them note the work order to send a Senior Tech and Equipment. On the Day of your appointment call 1-800-531-5000 at 9am and ask for an ETA and an immediate tech call back. This will force D* (or the install company) to call the tech that has your job and give you some insight as to what is to come. Be nice to the Tech or you will have problems and just calmly/breifly explain your animosity... not much he can do CSR wise. When all is said and done call D* and explain again in frustration the problems you have had and ask what they can do for you. It is possible he didnt have the equipment, but he shouldn't of even started his day w/o it. Getting the info immediately in the day will help some.

 

[Joe Diamond]

This would be great if they existed everywhere. I am looking at direct and have searched my area high and low for a independent local retailer. I found plenty for dish, but none for Direct, unless I am looking at the wrong spots. Try googling Eau Claire directv and there are plenty of things that pop up, but they all revert back to 1800 numbers.

The people who could do your work won't work for the money offered.
Those who show up know what they are worth.
FREE is what it is.

Joe

 

[sammy4041]

The people who could do your work won't work for the money offered.
Those who show up know what they are worth.
FREE is what it is.

Joe

So where does that leave people. I am a person who is interested in the service as was Boomer. So you do your research, not really knowing who to trust. You have two choices. You can either go with the actual directv website and play your odds with the installer or you can find a independent retailer as I wrote above, I cannot find one of those.

I remember about 10 years ago I had my first ever satellite experience. I joined with Directv through blockbuster. I ordered it through them and the installers came out. Well I had nothing but problems. I called Blockbuster and they were quick to say that there hands were washed of the deal.

Look, I am starting to babble on now. I guess my point is, You know what, this shouldn't be so hard. A guy wants to do something that should be so simple, but yet there are 150 quirks to the whole process. For example make sure you get the right reciever, god forbid you get the buggy one, Make sure you get the one SWM and not the other one because it might catch a cold and decide not to provide you with the HD that you just spent 1500 bucks on a TV so you can watch them.

How is that for a soapbox.

Just my two cents

 

[sammy4041]

By the way, I am sure that there are many of you that make directv shine. I just wish I could get lucky sometimes and find the good people out there.

Many thanks to the guys on this website that know what they are talking about.

I just like sharing the consumer side.

 

[boomer981]

Well Boomer.. It seems you have had the cream of the crop show up. What I would do if you still want D* service is set your 3rd (and final make D* aware of this) appointment and have them note the work order to send a Senior Tech and Equipment. On the Day of your appointment call 1-800-531-5000 at 9am and ask for an ETA and an immediate tech call back. This will force D* (or the install company) to call the tech that has your job and give you some insight as to what is to come. Be nice to the Tech or you will have problems and just calmly/breifly explain your animosity... not much he can do CSR wise. When all is said and done call D* and explain again in frustration the problems you have had and ask what they can do for you. It is possible he didn't have the equipment, but he shouldn't of even started his day w/o it. Getting the info immediately in the day will help some.

Thanks for the advice. I will try that. I just find it amazing that after five confirming emails, all of a sudden they discover they didn't have the right equipment. They are rescheduled for next weekend, so we'll see what happens. Just the fact that this has happened twice really makes me leery.

With 20/20 hindsight, I probably should have thought about going with a local installer....ain't 20/20 hindsight grand?

Today just isn't my day. Between this and something else totally unrelated, I think I'll just start over tomorrow.

P.S. Thanks for allowing me to gripe....

 

[cktb2793]

I recently had mine hooked up through Weak Knees www.weakknees.com Everything went great. I received the equipment at my house and then the installers showed up and hooked it up........ they even called 3 days early and asked if they could come the next day which worked for me.

 

[colt45allstar]

Let's hope it doesn't drag on as long as my installation has.

Feel free to take a look at my recent threads for the nightmare I've been going through.

As much as I want MLB Extra Innings (baseball fanatic.... and Oakland A's fan stuck in Joplin, Mo) my patience only goes so far and I'm almost at the point of going back to Dish Network.

I'm looking at going on two months in a little over a week and still not installed and complication... after complication.. after complication.

 

[skyviewmark]

This would be great if they existed everywhere. I am looking at direct and have searched my area high and low for a independent local retailer. I found plenty for dish, but none for Direct, unless I am looking at the wrong spots. Try googling Eau Claire directv and there are plenty of things that pop up, but they all revert back to 1800 numbers.

Have you tried the phonebook.. I am not listed on the DirecTV site because I sell both Dish And DirecTV. But I am in the phonebook. Most independents I know don't get listed on the DTV site for the same reason. But with a little research we can be found. Don't know anything about your area. But many independent dealers that sell Wildblue or Dish also sell DirecTV..

 

[Joe Diamond]

So where does that leave people. I am a person who is interested in the service as was Boomer. So you do your research, not really knowing who to trust. You have two choices. You can either go with the actual directv website and play your odds with the installer or you can find a independent retailer as I wrote above, I cannot find one of those.

I remember about 10 years ago I had my first ever satellite experience. I joined with Directv through blockbuster. I ordered it through them and the installers came out. Well I had nothing but problems. I called Blockbuster and they were quick to say that there hands were washed of the deal.

Look, I am starting to babble on now. I guess my point is, You know what, this shouldn't be so hard. A guy wants to do something that should be so simple, but yet there are 150 quirks to the whole process. For example make sure you get the right reciever, god forbid you get the buggy one, Make sure you get the one SWM and not the other one because it might catch a cold and decide not to provide you with the HD that you just spent 1500 bucks on a TV so you can watch them.

How is that for a soapbox.

Just my two cents

Sammy,

Everything you said is consistent with my experience as an installer. From my end there has not been an issue with my work.........I have had to use the courts to get paid or have not been able to get service because the companies just disappeared.


Installations have been a problem. I do not see a solution.

Joe

 

[D700]

Yes

A tip would be nice T o I nsure P rompt S ervice.

 

[legatebroke]

Local Independent Retailer.. Same deals.. And all the ones I know show up when they say they are going to, and have whatever it takes to get the job done.. I keep seeing people talking about this over and over and It takes all I can do not to scream. We independents take pride in our work, most will go an extra mile to make sure you are happy, and when they are finished they make sure you know to call them if you have any problems. Once we are finished you are just as much a DirecTV customer as if you had called their 800 number.. But you are also our customer, and we want you happy and reccomending us to all your friends. So we take care of you.

I could not have said this better! My customers can walk right into my store with any questions or problems, and they get fixed. One other thing. Stay local keeps your local economy up, and these days we all got to do what we can.

 

[holmern]

I have Dish. About a year ago, I decided to switch back to DirecTV (I had it years ago when they were still with Pegasus). The installer showed up, then said he couldn't do it that day. Since I had taken a day off for it, I just canceled.

So recently, we got a HDTV and I scheduled installation for today. I have received five confirming emails that they would be here between 12-4 today. At 4:00 today, I received a phone call that the installer doesn't have the equipment, so the installation would have to be rescheduled. I told her it would have to be on a Friday, so she scheduled it for 1/28. That's a Wednesday (which I didn't realize while I was on the phone with her).

I am NOT happy. This is twice that I have tried to go back to DirecTV. If they are this incapable in installing, what is their customer service like when they actually have you as a customer? And how the heck can a satellite company not have satellite dishes?

Sorry, I needed to vent...while I'm holding for a supervisor at DirecTV.

Wanted to vent as well. Have only heard good things about DirecTV so I decided to order. The wait was almost 2 weeks, but ok. They were supposed to be here between noon and 4pm today. At 3:45pm I still havent heard anything so I decide to give them a call. Apparently the sub-contractor who does the install called DirecTV today and said they couldnt do it. Seems like everyone neglected to pass that information over to us so we got to sit around a whole day and wait.

Is this common? I know its the subs fault, but in my line of work if the sub cant do their job, we chew out the GC's ass.. and he in turn kicks the sub in the nuts.. Ultimately I think its DirecTV's responsibility.

Now they said they can reschedule.. Day after superbowl at the earliest. And they can only do it during daytime. I guess they expect me to take off of work and sit at home all day to wait for someone that MIGHT show up or not.

Now I dont know what to do.. I dont want Time Warner Cable.. Dish cant take any of my Wells Fargo Credit cards, and DirecTV wont show up.

Anyone heard anything good about UVerse?

 

[Joe Diamond]

Wanted to vent as well. Have only heard good things about DirecTV so I decided to order. The wait was almost 2 weeks, but ok. They were supposed to be here between noon and 4pm today. At 3:45pm I still havent heard anything so I decide to give them a call. Apparently the sub-contractor who does the install called DirecTV today and said they couldnt do it. Seems like everyone neglected to pass that information over to us so we got to sit around a whole day and wait.

Is this common? I know its the subs fault, but in my line of work if the sub cant do their job, we chew out the GC's ass.. and he in turn kicks the sub in the nuts.. Ultimately I think its DirecTV's responsibility.

Now they said they can reschedule.. Day after superbowl at the earliest. And they can only do it during daytime. I guess they expect me to take off of work and sit at home all day to wait for someone that MIGHT show up or not.

Now I dont know what to do.. I dont want Time Warner Cable.. Dish cant take any of my Wells Fargo Credit cards, and DirecTV wont show up.

Anyone heard anything good about UVerse?

Holmern.
I feel your pain. As an installer working for a subcontractor I waited in a parking lot until 11:00PM, positioned over an hour from the first expected DTV installation. After 11:00AM I was given eleven work orders. Five were scheduled for 8AM to Noon. The rest were PMs.

I refused all due to a very clear discussion of NO CALL NO SHOW BACK CHARGE: $100.00.

I was encouraged to call everyone and proceed........"got your back-we'll take care of this".....surprise, surprise there was a $400.00 back charge mixed into a large but late, late check. "Take the good with the bad---IT was a bad day for all of us"

The Home Service Provider looked good.

Nothing has changed except the list of people I won't work for.

Squeeze DTV. They want it this way. They have bought the worst preforming HSPs
in an effort to correct this .....but( IMHO)...... folks won't work for the money offered.

My view, not everywhere,

Joe

 

[Spize]

I have Dish. About a year ago, I decided to switch back to DirecTV (I had it years ago when they were still with Pegasus). The installer showed up, then said he couldn't do it that day. Since I had taken a day off for it, I just canceled.

So recently, we got a HDTV and I scheduled installation for today. I have received five confirming emails that they would be here between 12-4 today. At 4:00 today, I received a phone call that the installer doesn't have the equipment, so the installation would have to be rescheduled. I told her it would have to be on a Friday, so she scheduled it for 1/28. That's a Wednesday (which I didn't realize while I was on the phone with her).

I am NOT happy. This is twice that I have tried to go back to DirecTV. If they are this incapable in installing, what is their customer service like when they actually have you as a customer? And how the heck can a satellite company not have satellite dishes?

Sorry, I needed to vent...while I'm holding for a supervisor at DirecTV.

HSP's are DirecTV's way of telling you they don't care about you.

HSPs hate their employees and are annoyed by customers.

You got HSP'd

Your best bet is to cancel your install, give it about 30 days, and call a local retailer instead.... Imagine the fun you are going to have for the next month or so after the 6 weeks on the job HSP tech butchers your install and you have to get them back out to fix it.... you know, a job where the HSP isn't making any money.