First real post for everyone. Thought Id share the rials and tribulations I encounterd having the dish upgrade done. I live in Virginia.
Back in the beginning of August, I contacted DTV for the new dish. Earliest appt. I could get was for 9/24! Ok, I accepted the fact there might be thousands of dishes being swapped out, hence the delay, plus the new channels were not on yet so no matter. I told the CSR the dish was on the roof of a three story home and would need a 40' ladder. I was assured this was noted on the RO. I also told them I use a OTA too and would need wire pulls done to enable continued use of the OTA as many of you know, you can no longer use a diplexer with the new channels and a H20 or HR20. I was told no problem.
My appt was set for between 6AM and 8AM, of course the installer did not call till after 8. No surprise there. I asked him to be sure and have his ladder. He stated all he had was a 8' step and was coming anyway. Nearly as soon as he was out of his truck, came the 'No Line of Sight'. I asked why, seeing I have had a 3 LNB oval for over seven years. Told me I cannot see the birds. I knew he was ful of it. Said nothing he could do, but would have a second opinion done by his supervisor. He went to state his supervisor would call that morning to arrange a stop by and that I did not need to be there. I told him I wanted to to discuss the install. Needless to say, no call from the supervisor. At noon, I started to call DTV. Many calls to them and the install contractor, I suddenly realized it was 5:30PM!!! Still, not a signle satisfactory response.
About 8 that night, a district manager from the installer called me. He had been reviewing the days call log and was astounded by the number of calls from me so he felt a contact was warranted. I explained all of the above to him. He stated this is not the type of service he can tolerate and would resolve it for me. He assured me a installer would be at my home at 1PM the following day (the 25th.) Well, at 1PM, guess who called, the original installer!!! I called the District manager. The installer was recalled, and I was apologized to. He stated the top supervisor and installer would come out later in the day. He asked me what I wanted done. I told him about the new dish, the 6X8 Zinwell, double runs through the walls from the attic to the first floor living room and so on. Oh yeak, bring a 40' ladder!
At 4:30, two trucks appeared. The supervisor (Rick) very affable fellow, assured me I was going to be a happy customer and told me to ask all the questions I wanted and to feel free to follow them about.
The dish was up and aligned in 30 minutes, hitting 97 to 100 on all transpionders! Best I had had with my old dish was 90, with most in the low 80's and a few in the 70's. Another hour went by and my little 'wiring board was redone with all the new parts. He connected a double to the existing singe cables and pulled it down to the second floor outlets no problem. By 7PM, the second floor was all done. The run to the first floor became a nightmare. As they pulled the double down, the cable ends seperated. Now a fish was needed. Was not easy and this took over two hours. Finally, at 11:30PM, they finished up.
I had gotten up at 3:30 AM that day (for no good reason, I am just an idiot) so I was exhausted. But my new dish is installed, new runs in place. Just waiting for the new channels... any day..... any day.
Purpose of this lengthy is not to give up. You are the customer. You are the one paying the bills of all the DTV employees and contractors. They work for you. Call. Call again. Keep calling till you get what you deserve. A shame you have to do this but it does pay off. Oh yeah, DTV is giving me a $10/mo credit on the bill for six months as a 'sorry for the problem) reperation.
Back in the beginning of August, I contacted DTV for the new dish. Earliest appt. I could get was for 9/24! Ok, I accepted the fact there might be thousands of dishes being swapped out, hence the delay, plus the new channels were not on yet so no matter. I told the CSR the dish was on the roof of a three story home and would need a 40' ladder. I was assured this was noted on the RO. I also told them I use a OTA too and would need wire pulls done to enable continued use of the OTA as many of you know, you can no longer use a diplexer with the new channels and a H20 or HR20. I was told no problem.
My appt was set for between 6AM and 8AM, of course the installer did not call till after 8. No surprise there. I asked him to be sure and have his ladder. He stated all he had was a 8' step and was coming anyway. Nearly as soon as he was out of his truck, came the 'No Line of Sight'. I asked why, seeing I have had a 3 LNB oval for over seven years. Told me I cannot see the birds. I knew he was ful of it. Said nothing he could do, but would have a second opinion done by his supervisor. He went to state his supervisor would call that morning to arrange a stop by and that I did not need to be there. I told him I wanted to to discuss the install. Needless to say, no call from the supervisor. At noon, I started to call DTV. Many calls to them and the install contractor, I suddenly realized it was 5:30PM!!! Still, not a signle satisfactory response.
About 8 that night, a district manager from the installer called me. He had been reviewing the days call log and was astounded by the number of calls from me so he felt a contact was warranted. I explained all of the above to him. He stated this is not the type of service he can tolerate and would resolve it for me. He assured me a installer would be at my home at 1PM the following day (the 25th.) Well, at 1PM, guess who called, the original installer!!! I called the District manager. The installer was recalled, and I was apologized to. He stated the top supervisor and installer would come out later in the day. He asked me what I wanted done. I told him about the new dish, the 6X8 Zinwell, double runs through the walls from the attic to the first floor living room and so on. Oh yeak, bring a 40' ladder!
At 4:30, two trucks appeared. The supervisor (Rick) very affable fellow, assured me I was going to be a happy customer and told me to ask all the questions I wanted and to feel free to follow them about.
The dish was up and aligned in 30 minutes, hitting 97 to 100 on all transpionders! Best I had had with my old dish was 90, with most in the low 80's and a few in the 70's. Another hour went by and my little 'wiring board was redone with all the new parts. He connected a double to the existing singe cables and pulled it down to the second floor outlets no problem. By 7PM, the second floor was all done. The run to the first floor became a nightmare. As they pulled the double down, the cable ends seperated. Now a fish was needed. Was not easy and this took over two hours. Finally, at 11:30PM, they finished up.
I had gotten up at 3:30 AM that day (for no good reason, I am just an idiot) so I was exhausted. But my new dish is installed, new runs in place. Just waiting for the new channels... any day..... any day.
Purpose of this lengthy is not to give up. You are the customer. You are the one paying the bills of all the DTV employees and contractors. They work for you. Call. Call again. Keep calling till you get what you deserve. A shame you have to do this but it does pay off. Oh yeah, DTV is giving me a $10/mo credit on the bill for six months as a 'sorry for the problem) reperation.
