The DirecTV install from hell

[njguy99]

I live in NJ, recently upgraded to the HD-DVR (HR21) and 5LNB Dish.

The first installer (from Ironwood) that came out was shocked (shocked!) that we needed a pole mount - even though original install was a pole mount. But, begrudgingly, he did the install anyway, and charged us $75 (cash, of course). We paid, but we made the check out to his supervisor's company instead.

It took him 5 hours, and he 1) didn't properly concrete the footings and 2) used electrical tape to force a 1 3/4" pipe to hold the dish. I found the first part out when the dish started swaying wildly in a light breeze, and the second part when I tried to re-align the dish myself and the tape came off.

I called DirecTV and they sent a DirecTech installer out a few days later. He took one look at the install, said I'd have to pay him cash or he wouldn't touch it because "he didn't want to get in trouble." I declined and called DirecTV to schedule another installation.

After more than an hour on the phone, the DirecTV rep finally understood what I was saying and re-scheduled for today. She said they scheduled it as a "full install" - so the technician would come with all the equipment and do whatever it took to get everything working. I requested a supervisor call me before the install and be on site during the install, and she said she'd pass that along to Ironwood.

In the interim, I went out and bought the right pole ($20 at an auto supply shop), so that at least I wouldn't hear that excuse from the installer.

Needless to say - this new tech (from Ironwood again) got here and told me he was only there to drop off a new DVR. There was no supervisor, and I hadn't heard from one. He tried to move the dish to the new pole - breaking a plastic table in the process - but claimed he couldn't get a signal on 101 (even though he got a signal on every other satellite). When I suggested an alternate location, he said he had to leave - too many jobs scheduled for one day - and returned the dish to the OLD wiggly pole. I was livid.

He didn't even properly re-align the dish, something I did in about 5 minutes as I was on hold with DirecTV again (for about 45 minutes) as they tried to get a hold of the installer's supervisor.

It just amazes me that DirecTV puts up with this from their contractors. I don't hold it against Ironwood or DirecTech that they have some bad employees - every company does - but in this area it's a pretty consistent problem. The DirecTV rep said he's gotten so many complaints about my area's Ironwood dispatch office they wish they could hire someone else.

So what am I to do? I CAN move the dish myself, but I don't have the cables or the time. DirecTV has promised to make it right, but if they don't have control over the installers what kind of difference can that make?

 

[charper1]

Yep, sounds pretty shoddy. Try posting you detailed location (zip code) and maybe an decent installer or qualified user in your area that visits here and can help you out.

 

[njguy99]

Zip is 07083 - Union NJ

(and I could use some of that bourbon right about now)

 

[BigStein]

If you want the install done right you can always look under "satellite" or "antenna" in your yellow pages and find a local installer. They will most likely charge you but are much more likely to get the job done right. After they are done you can contact DTV and tell them how much you paid out of pocket and request a discount on programming. I had to pay out of pocket for my install but they ended up crediting me with about $250 worth of programming. Good luck.

 

[cforrest]

You can try contacting Robert at Value Electronics 1-800-789-5050 and see if he can send his guy to do the dish or knows of a local installer in your area. You'll have to pay but it beats wasting time with Ironwood and having to deal with the BS. I paid for my 5-LNB install and did the same at parent's house when they upgraded to 5-LNB. Wasn't worth the headache of dealing with Ironwood, they really suck by us!

 

[digiblur]

Keep calling a complaining. tell them they have one more chance and you are gone.

 

[rad]

I recommend that you send a nice, clear, e-mail to ellen.filipiak@directv.com. This gets you the executive offices at DirecTV for customer releations. They want to hear about things like this so they can try to prevent them from happening in the future and hopefully will be able to get this resolved for you ASAP.

 

[jtwex]

It really is terrible that they tried to mount that thing on a 1.5 inch pole. If your original mount is fine (installed perfectly in concrete) they do sell an adaptor that fits around the smaller pole & converts it to a 2 inch diameter mount. If you are capable of doing the aligning yourself you might consider purchasing this adaptor & finishing it off yourself. If it's not a good mount go ahead & set your new pole in concrete (2 inch) & place the slimline on the mount.

Sorry to hear about your experience but doing some of this work yourself will pay off later when you need to make adjustments.

 

[MikeinBaja]

I'm well away from your location - but your installers should be shot on sight. There is absolutely no excuse for crappy work like that.

I would absolutely not do it myself. You are a new customer, you are paying for a service, and you attitude should be "I ain't paying for the service until it works". You probably will need to pay for the monthly service in the interim, but they will give you extra programming to make up for the problems. Be nice - honey does work - but think about what extra programming you want and ask for it.

Stick to you guns - it needs to be done right (but don't cross the line and be a butt head). JMHO.

Mike

 

[harshness]

Apparently Ironwood hasn't universally improved with the acquisition. This one is bad even for them.

 

[jtwex]

I believe in what you're saying Mike in that he is the customer & the install should be done professionally but at the same time he could do some stuff himself & learn in the process. He can always come back to DTV & let them know how terrible this install company is & get the appropriate credits.

It sounds like he has the older 1.5 pole mount (installed properly in cement) & I was simply suggesting that the adaptor is available & is cheap. Trying to bury another pole (breaking the old cement & digging out the stuff) is a pain & doesn't need to be done.


I'm not making excuses for this installer it's just that most of the time if you want things done right you do them yourselves or with strict supervision with a plan. You can send a bad company out 10 times & still gets nowhere. Do it yourself (once) & send the bill to DTV for reimbursement.

I know many of you regulars are professional installers & are sometimes given unrealistic schedules to work with but I wish you guys/girls would post some pictures of some of the funniest installs you have walked in to. I've personally seen Slimlines installed right next to the front door of million dollar homes that just look hysterical. This poor guys slimline flapping in the wind on a 1.5 inch pipe (with duct tape) is something done on Gilligan's Island.

 

[Joe Diamond]

If you are going to mount the mast on a car hood take the wheel off first. Tree stumps are good for a few years. If you have a choice between a boat deck and the dock always go with the dock mount....leave a few miles of cable. Always deny running over the puppy. If no smoke or water comes out of the hole you probably go it!

More later.

Joe

 

[pi2]

Directech is the reason I left D* for 5 years. They are paid by the job, so they do not want to stay any length of time at a customer's home. And they tell you one thing (like the supervisor BS) the do another.
I live in NW NJ and they now have their own techs to come out to your house. I had an intricate re-install that took the techs almost 8 hours...!!!

 

[jpn]

Charper1 and BigStein have the right idea. You'll get your best result if you hire a local specialist, somebody who makes his living on his reputation.

If you find one that you intend to hire for the installation, turn it around and get on the phone again to D*. Explain the situation again, stating that you've now had multiple failures by Ironwood. Tell them you'd like them to credit your account for the installer-of-your-choice to do the work. If they balk, calmly tell the CSR that you understand, that you are not satisfied, and that you're considering dropping D*. Ask for Customer Retention. You may have to explain the situation again, and by all means stay as calm-but-firm as possible. Ask if they are willing to credit you the cost of your chosen installer. If they bite, you could press it and see whether they can sweeten the pot with free/discounted equipment or programming credits.

 

[Joe Diamond]

I believe in what you're saying Mike in that he is the customer & the install should be done professionally but at the same time he could do some stuff himself & learn in the process. He can always come back to DTV & let them know how terrible this install company is & get the appropriate credits.

It sounds like he has the older 1.5 pole mount (installed properly in cement) & I was simply suggesting that the adaptor is available & is cheap. Trying to bury another pole (breaking the old cement & digging out the stuff) is a pain & doesn't need to be done.


I'm not making excuses for this installer it's just that most of the time if you want things done right you do them yourselves or with strict supervision with a plan. You can send a bad company out 10 times & still gets nowhere. Do it yourself (once) & send the bill to DTV for reimbursement.

I know many of you regulars are professional installers & are sometimes given unrealistic schedules to work with but I wish you guys/girls would post some pictures of some of the funniest installs you have walked in to. I've personally seen Slimlines installed right next to the front door of million dollar homes that just look hysterical. This poor guys slimline flapping in the wind on a 1.5 inch pipe (with duct tape) is something done on Gilligan's Island.

J,

What you are discovering is an intentional ambiguity in exactly what a basic installation covers. The customer has an expectation and each level of subcontractors have another.

My rate of installation is one job in the morning and one job in the afternoon. It is nice to know what else is happening in the area in case you get a NLOS "no line of sight" or the customer is just not home.

When I see new installers sent out with six jobs............I just know nothing important will happen. And service calls mixed in............no chance until succeeding with the basic install for awhile.

So I charge by the hour to fix the mess.

Joe

 

[MikeinBaja]

I believe in what you're saying Mike in that he is the customer & the install should be done professionally but at the same time he could do some stuff himself & learn in the process. He can always come back to DTV & let them know how terrible this install company is & get the appropriate credits.

It sounds like he has the older 1.5 pole mount (installed properly in cement) & I was simply suggesting that the adaptor is available & is cheap. Trying to bury another pole (breaking the old cement & digging out the stuff) is a pain & doesn't need to be done.


I'm not making excuses for this installer it's just that most of the time if you want things done right you do them yourselves or with strict supervision with a plan. You can send a bad company out 10 times & still gets nowhere. Do it yourself (once) & send the bill to DTV for reimbursement.

I know many of you regulars are professional installers & are sometimes given unrealistic schedules to work with but I wish you guys/girls would post some pictures of some of the funniest installs you have walked in to. I've personally seen Slimlines installed right next to the front door of million dollar homes that just look hysterical. This poor guys slimline flapping in the wind on a 1.5 inch pipe (with duct tape) is something done on Gilligan's Island.

As a new customer - he has leverage. While he maybe should learn about the system and how to do it right, I was merely suggesting that while he had the leverage of the crap install he might use that to get some free programming for his time and trouble.

Agreed, doing it yourself is almost always better.

 

[jtwex]

As a new customer - he has leverage. while he had the leverage of the crap install he might use that to get some free programming for his time and trouble.

I couldn't agree more with you Mike, he's currently holding all the cards. It's just how many days off of work will he need before it's done right.

 

[jtwex]

J,

What you are discovering is an intentional ambiguity in exactly what a basic installation covers. The customer has an expectation and each level of subcontractors have another.

This must be true because I've mentioned things I've received in the Chicago market (Saying they're free) & am quickly corrected here by other installers saying there "extra". Unless it's directly asked in the OP I no longer even post what I think is "free" & what is "extra" because I don't really know & I don't want to hurt anyone's livelihood.

Bottom line, we all kind of know when it crosses the line but it's in our nature to want it 'all' for free.

 

[njguy99]

The Resolution!

I did call DirecTV again, and the CSR was as upset as I was. He tried calling Ironwood, and kept getting hung up on by their Indian call center. Somehow, someway, he got through to the local dispatch office and then to the supervisor, who gave him a song and dance (apparently, the last installer told him I had no clear line of sight, something that's absolutely false). The CSR told the supervisor either he come out and fix it or he's not getting paid and they'll open a complaint against him.

The supervisor himself came out yesterday morning with one of his techs, strapped the dish to a meter and walked all over the property - including the roof - to see where he could get a signal. They wound up mounting the dish to a large pine tree in my back yard, running the cables overhead to the house, and strapping everything down. They even grounded the multiswitch!

Oh, and it took them less than 2 hours to do the whole thing.

I asked the guy why his installers didn't seem to know what they were doing and he didn't have an answer.

Yeah, I know the tree mount isn't ideal - but as long as it gets through the winter I don't care. When spring comes I'm re-mounting it on a solid post myself. Now that the infrastructure is in place, I can do that much more easily. Oh, and the DirecTV CSR gave me 6 months of free HD service for my trouble - on top of all the other stuff they had already given us for not canceling our service and switching to FIOS...

I do plan to e-mail that DirecTV rep you guys mentioned and let her know the situation. It remains amazing to me that a company that prides itself on customer service can let installers like this come to people's homes. After all, that's the only face-to-face contact you'll ever have with DirecTV - and that's a really bad image to be sending to your customers.

 

[Claude Greiner]

You can't mount the Dish to a tree and expect it to work for a long period of time!

Lets face it, the installers aint getting paid enough money to deal with it so thats why they make excuses and leave!