MASTEC positive experience (finally)

[pgiralt]

I have to post to say that MASTEC finally sent someone to my house that had a clue, was professional, and took pride in his work. I had my AU9 installed almost a year ago and after 3 MASTEC technicians and countless hours of frustration, I decided to just let things be with the cables from the dish hanging down the side of my house, hanging from the gas main, not attached to the house... A big disaster. I figured I'd just fix it myself, but never got time to go out and do it.

I had to send a letter to DirecTV for some other issues I had and when I as speaking to the person that called me back, I mentioned the condition of the installation. He said he would send someone out to fix it. I reluctantly agreed - fearing the worst after I had vowed to never let another MASTEC employee on my property again.

Two guys showed up (on time). One had 12 years experience doing sat installations and the other had been with MASTEC 2 weeks and was learning the ropes. The two quickly go to work. When the first saw the mess, the first thing they did was take pictures and videotape of it - presumably to make sure whoever made the mess gets some retraining. In an hour, they were done and had everything installed just as I would have expected it to be (and I'll admit that I'm a bit picky about cabling/wiring neatness).

All in all, it was a very positive experience and I'm hoping that any future experiences go just as well.

[tfederov]

Mastec is in my area too. I've never had a problem with them and they've always been friendly and helpful. Good to know you had a good experience too!

[gizzorge]

I've never had a bad experience.My initial install had two guys who knew exactly what they were doing. The man that came to do my HR20 has a kid in the school system I teach and that went through my school. Great people here in central VA, which I am pretty sure is MASTEC.

Many people post their negative experiences to vent. However, not everyone posts the good installs because, well, don't we all expect a job done right the first time?

[ziggy29]

Many people post their negative experiences to vent. However, not everyone posts the good installs because, well, don't we all expect a job done right the first time?
It's usually a truism in the customer service field that customers are 20 times more likely to voice disapproval at a bad experience than they are to sing the praises of a particularly good experience. That makes the customer service business seem like a very thankless job sometimes. I try to remember that whenever I think someone has done a particularly competent and professional job.

[fwlogue]

I have to post to say that MASTEC finally sent someone to my house that had a clue, was professional, and took pride in his work. I had my AU9 installed almost a year ago and after 3 MASTEC technicians and countless hours of frustration, I decided to just let things be with the cables from the dish hanging down the side of my house, hanging from the gas main, not attached to the house... A big disaster. I figured I'd just fix it myself, but never got time to go out and do it.

I had to send a letter to DirecTV for some other issues I had and when I as speaking to the person that called me back, I mentioned the condition of the installation. He said he would send someone out to fix it. I reluctantly agreed - fearing the worst after I had vowed to never let another MASTEC employee on my property again.

Two guys showed up (on time). One had 12 years experience doing sat installations and the other had been with MASTEC 2 weeks and was learning the ropes. The two quickly go to work. When the first saw the mess, the first thing they did was take pictures and videotape of it - presumably to make sure whoever made the mess gets some retraining. In an hour, they were done and had everything installed just as I would have expected it to be (and I'll admit that I'm a bit picky about cabling/wiring neatness).

All in all, it was a very positive experience and I'm hoping that any future experiences go just as well.


If you were in my area I would swear that the guy who installed you a year ago did mine also. It was horrible. I did straighten all of my mess out. The next time I had an install I told D* to makea note on the work order not to send him out and I called Mastec also and told them if they were going to send him they may as well cancel the install. I have all except for this time received excellent service from them. I had an install yesterday and it could not have been smoother. I had a servicde call this past weekend and it went great also. He had to replace a the LNB and re-align the dish.

[dtvrillo]

I'm crying tears of joy seeing positive install post, I do take pride in my work. I know that there are a lot of bad installs out there but it's nice to get a hoorahh!!!!

[pgiralt]

It's usually a truism in the customer service field that customers are 20 times more likely to voice disapproval at a bad experience than they are to sing the praises of a particularly good experience. That makes the customer service business seem like a very thankless job sometimes. I try to remember that whenever I think someone has done a particularly competent and professional job.

That is absolutely true. I've worked in a customer facing role for almost 10 years where we solicit feedback from every customer that opens a case with us (and we get to see the results of every survey filled out). You really only get responses back from the people who were completely elated (far exceeded their expectations) or the people who were not happy. Anyone in the middle is not going to say anything. When it comes to spreading the word to their friends, family, etc... you can bet that the person who was not happy is going to tell 100 people not do buy/use/rent from the person/company that did not make them happy. The person that was really happy might tell their story if asked, but probably won't make a point to let everyone know.

It took me almost a year before I decided to let them come back to fix it because I was so upset and frustrated with the whole experience (and I actually posted the whole story of my original install on the forums here at the time as well). Now I felt it was only fair to give credit where credit is due and give kudos for a job well done. I wish I could make sure these guys got recognized for their great work, but when I asked them if there was any survey or other means to provide positive feedback, they just said all I could do was call and tell DirecTV about how it was a good job, but it would never get back to them anyway, so to not even bother.

[samrs]

Every so often a customer makes the effort to send a well worded e-mail to D*, when they are pleased. It gets forwarded back with endorsements to the local office. The supervisors bring it up at team meetings, gives them something positive to talk about for a few minutes.

[pgiralt]

Every so often a customer makes the effort to send a well worded e-mail to D*, when they are pleased. It gets forwarded back with endorsements to the local office. The supervisors bring it up at team meetings, gives them something positive to talk about for a few minutes.

Do you happen to know what email address I should use to do this? I'd actually like to do that.

[samrs]

Office of the President maybe? Thats where everyone around here sends their complaints.

John Suranyi
President
DIRECTV Sales and Services
jbsuranyi@directv.com

[ubermykeus]

Every so often a customer makes the effort to send a well worded e-mail to D*, when they are pleased. It gets forwarded back with endorsements to the local office. The supervisors bring it up at team meetings, gives them something positive to talk about for a few minutes.

most of them end up in the monthly flyer from directv to hsps' . Alot of times, These E-Mails, Phone Calls and Written Messages are forwarded back to the local office and just commented to the technician in which it applies to and we just get that "pat on the back" it's what drives the supervisor levels of a local office but not the technicians in the mass. most of the time, the technician never even sees that letter unless the supervisor forwards it to him or her.

[ubermykeus]

Office of the President maybe? Thats where everyone around here sends their complaints.

John Suranyi
President
DIRECTV Sales and Services
jbsuranyi@directv.com

Just send it to the local office. Office of the President handles esculations better than compliments. OOP WO suck by the way.. haha