Lied to about SWM availability by CSRs and lead installer

[PennHORN]

I am a new D* sub. I got installed more than a week ago. I am very happy with the programming. The HD choices are fantastic compared to Comcrap and my overall PQ is much better than it was with cable. I love having Sunday Ticket and eventually all HD RSNs.

Before switching, I did a good bit of research and read a lot of stuff on this board. One of the reasons I switched this month was because BOTH a D* CSR and local installer said I was going to get a SWM. Lo and behold on the date of install no SWM. I have asked around and it will cost my HUNDREDS of dollars to run new cable to get dual tuner capability on my 3 HD-DVRs. Having just one tuner sucks balls despite the great programming. For the love of God, can I please get a SWM-8. If there are being installed in some markets why can't I get one.

[Scorch]

I am a new D* sub. I got installed more than a week ago. I am very happy with the programming. The HD choices are fantastic compared to Comcrap and my overall PQ is much better than it was with cable. I love having Sunday Ticket and eventually all HD RSNs.

Before switching, I did a good bit of research and read a lot of stuff on this board. One of the reasons I switched this month was because BOTH a D* CSR and local installer said I was going to get a SWM. Lo and behold on the date of install no SWM. I have asked around and it will cost my HUNDREDS of dollars to run new cable to get dual tuner capability on my 3 HD-DVRs. Having just one tuner sucks balls despite the great programming. For the love of God, can I please get a SWM-8. If there are being installed in some markets why can't I get one.

The installer should have ran all the dual cables you needed for dual tuner support. I would call back D and complain.......it might get you somewhere....

[CJTE]

The installer should have ran all the dual cables you needed for dual tuner support. I would call back D and complain.......it might get you somewhere....

Repeat Service call under warranty :)

[gulfwarvet]

I am a new D* sub. I got installed more than a week ago. I am very happy with the programming. The HD choices are fantastic compared to Comcrap and my overall PQ is much better than it was with cable. I love having Sunday Ticket and eventually all HD RSNs.

Before switching, I did a good bit of research and read a lot of stuff on this board. One of the reasons I switched this month was because BOTH a D* CSR and local installer said I was going to get a SWM. Lo and behold on the date of install no SWM. I have asked around and it will cost my HUNDREDS of dollars to run new cable to get dual tuner capability on my 3 HD-DVRs. Having just one tuner sucks balls despite the great programming. For the love of God, can I please get a SWM-8. If there are being installed in some markets why can't I get one.

regardless on the installer not having the SWM, they should have done the standard free installation to run 4 125ft coaxes but might have charged extra for runnng the 2 extra coaxes to your 3rd DVR. since they didn't do a correct installation and i would call D* back and explain to them your equipment wasn't installed correctly and want this fixed ASAP.

[RobertE]

I am a new D* sub. I got installed more than a week ago. I am very happy with the programming. The HD choices are fantastic compared to Comcrap and my overall PQ is much better than it was with cable. I love having Sunday Ticket and eventually all HD RSNs.

Before switching, I did a good bit of research and read a lot of stuff on this board. One of the reasons I switched this month was because BOTH a D* CSR and local installer said I was going to get a SWM. Lo and behold on the date of install no SWM. I have asked around and it will cost my HUNDREDS of dollars to run new cable to get dual tuner capability on my 3 HD-DVRs. Having just one tuner sucks balls despite the great programming. For the love of God, can I please get a SWM-8. If there are being installed in some markets why can't I get one.


I know your looking for a shoulder to cry/vent on, but...

Did you really expect to get a SWM at this point? There are many threads on the SWM and when its going to be available. It is in only a few select test markets at this point for about a month and a half now. For everyone else, its the classic "soon".

Sorry to rain on your parade.

[PennHORN]

I expected to be able to take the CSRs and lead installer for my region's statements at face value. When I placed my order, SWMs were believed to be released imminently. I thought I was getting one of the first SWM installs. The issue is not that that the damn thing is not ready. I can suffer through 1 tuner life for a few months. It just bugs me that I was lied to by multiple people in order for them to get the sale.

[gulfwarvet]

It just bugs me that I was lied to by multiple people in order for them to get the sale.

i wouldn't go as far in saying you were lied to, maybe mis-informed perhabs?

[kd4ao]

Monday I was told by a CSR that his system shows the SWM as just becoming available. He put in a free serice call for next week to have installer determine whether or not they can run coax. I have 4 tuners and only 2 coaxes. Appearantly the CSR can not order the SWM, it is up to the installer to determine the need and then install it. We will see, the order is to swap NEW DVR IRD and Install Only Directv 5-LNB dish and HD DVR (install only). Now I sure hope one of "not-so-brights" doesn't take it literally because everything works fine, it just need a dish feed. We will see what happens.

[hasan]

I expected to be able to take the CSRs and lead installer for my region's statements at face value. When I placed my order, SWMs were believed to be released imminently. I thought I was getting one of the first SWM installs. The issue is not that that the damn thing is not ready. I can suffer through 1 tuner life for a few months. It just bugs me that I was lied to by multiple people in order for them to get the sale.

First of all, it is uncertain that you were lied to. Misinformed, to be sure. CSR's and Installers are infamous for blurting out the first thing that comes to their alleged minds, if they have to go "off script". It's not that they intend to deceive, they are just ill-informed and don't know what to say. Lying involves intent to deceive. They may be guilty of nothing more than incompetence and ignorance.

Secondly, never take a CSR's word on anything. Get some form of ID from them, document the conversation (contemporaneous notes, date and time), and be prepared to follow up later, as the information you get has at least a 50/50 chance of being completely wrong at worst or irrelevant at best.

Thirdly, if you read the threads on these boards, you would have known that:

1. CSR's are not to be trusted on the face of things. (for accuracy)
2. Installers can be highly unreliable both in word and deed.
3. SWMs are not available yet.

Betting on the come that everything you had read up to this point was no longer accurate and you, only just you, were the very first SWM install amongst all the users here....well...I have a bridge in Brooklyn I'd like to sell.

None of this excuses the rank incompetence and ignorance of some of the CSR's and the lack of commitment and competence to be found with some installers. All that aside, I don't like using words like "lied to", when a far simpler, and less insidious explanation will suffice: they don't know what the hell they are doing much of the time, and in the case of some installers, don't give a damn either.:)

[boba]

I expected to be able to take the CSRs and lead installer for my region's statements at face value. When I placed my order, SWMs were believed to be released imminently. I thought I was getting one of the first SWM installs. The issue is not that that the damn thing is not ready. I can suffer through 1 tuner life for a few months. It just bugs me that I was lied to by multiple people in order for them to get the sale.Hey I've got a "YUGO" with the best airconditioning you've ever seen in Houston can I make an appointment to meet with you?:lol: :lol: :lol:

[Milominderbinder2]

I agree with Hasan that I am not sure you were lied to.

A CSR reads from their scripts. They ask a supervisor when they have a question outside of the script as it appears they did here.

Someone gave you incorrect information. In order to show that they lied we would have to know that they knew the truth and purposely told you something that was not true.

Being misinformed is not the same as lying.

If you would have followed the:

→ HD DVR (HR20/HR21) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938)

...you would have seen on screen exactly what you were getting before you got off the phone.

5. Before you hang up, confirm that your work order is for:
DIRECTV HD DVR (Expanded HD Prog. Capable)
Standard Professional Install that will include:
- New RG6 cabling and connectors (up to 125' x 4 as needed)
- Zinwell 6x8 Multiswitch (if needed)
DIRECTV 5-LNB Multi-Satellite Dish (New SlimLine HD dish, if needed)
Your date and price
6. Click here to verify your order. (https://www.directv.com/DTVAPP/mydirectv/account/myAccountViewOrders.jsp) Or call Customer Installation Support (CIS) at 1-888-355-7530.If you would have followed the:

→ HD DVR+ Installation Guide (http://www.dbstalk.com/showthread.php?t=67769)

you would have confirmed the exact equipment before the installation.

Regardless, call DIRECTV back and tell them that you need the installation completed.

- Craig