Install nightmare from installer view

[bstntech]

I am an installer and I red this forum every day, I love reading about what customers type in as install nightmares, Well I have and customer nightmare.
Last week I had a HD upgrade scheduled, 1 H20 and a 5 LNB slimeline dish.
When I got there, they had 2 lines run into the attic to a 3x4 multiswitch, no big deal with having 3 standard receivers, well when I told the customer that I would have to run a third line into the house from the groundblock, she was mad. Well she got over that and I continued, got the new dish mounted in the same location as the old one and she was upset that the dish was bigger, this after I showed her the dish and her husband said to go ahead.
Moving on, I went to take the receiver inside and activate and she told me she told D* that she only wanted a H20-600, I only had H20-100s on my truck and she called D* and complained, well they convinced her to keep the 100. The rest of the activation went ok then when I was ready to leave I asked them if she wanted me to go ahead and take the old 3x4 multi switch since they could not use it for the HD install and she said since they could not use it go ahead and take it. Well a couple days later my office called me and told me the lady had called and said that I stole her switch, I returned the switch and the lady jumped my case saying I did not do what I was supposed to do, when I did all that was on the work order and even asked 3 times before I left if there was anything else I could help them with and she said no and her husband told me I did a great job.

Some of you all wonder why tech are in a mood or have an attitude problem, well most of us do all we can do to make you happy but treating us like that does not help. I try very hard not to take issues from job to job but sometimes when you are trying to give someone a great product and you feel good about what you did and then this happens.

Remember Techs are people too and most of us are trying very hard to give you a great product with a great Install experience but the customer's attitude also dictates how we do the job, Not saying that is right but as you all know it happens. I've only had one complaint against me in the last year so I feel good about that, but the 1 complaint hits harder then the hundreds of positive feedbacks I have heard.

I know I am rambling but I just had to get this off my chest because a week later it is still bothering me. Have a good day.

BTW long time reader first time poster

[raoul5788]

I am an installer and I red this forum every day, I love reading about what customers type in as install nightmares, Well I have and customer nightmare.
Last week I had a HD upgrade scheduled, 1 H20 and a 5 LNB slimeline dish.
When I got there, they had 2 lines run into the attic to a 3x4 multiswitch, no big deal with having 3 standard receivers, well when I told the customer that I would have to run a third line into the house from the groundblock, she was mad. Well she got over that and I continued, got the new dish mounted in the same location as the old one and she was upset that the dish was bigger, this after I showed her the dish and her husband said to go ahead.
Moving on, I went to take the receiver inside and activate and she told me she told D* that she only wanted a H20-600, I only had H20-100s on my truck and she called D* and complained, well they convinced her to keep the 100. The rest of the activation went ok then when I was ready to leave I asked them if she wanted me to go ahead and take the old 3x4 multi switch since they could not use it for the HD install and she said since they could not use it go ahead and take it. Well a couple days later my office called me and told me the lady had called and said that I stole her switch, I returned the switch and the lady jumped my case saying I did not do what I was supposed to do, when I did all that was on the work order and even asked 3 times before I left if there was anything else I could help them with and she said no and her husband told me I did a great job.

Some of you all wonder why tech are in a mood or have an attitude problem, well most of us do all we can do to make you happy but treating us like that does not help. I try very hard not to take issues from job to job but sometimes when you are trying to give someone a great product and you feel good about what you did and then this happens.

Remember Techs are people too and most of us are trying very hard to give you a great product with a great Install experience but the customer's attitude also dictates how we do the job, Not saying that is right but as you all know it happens. I've only had one complaint against me in the last year so I feel good about that, but the 1 complaint hits harder then the hundreds of positive feedbacks I have heard.

I know I am rambling but I just had to get this off my chest because a week later it is still bothering me. Have a good day.

BTW long time reader first time poster

It sounds like you know what you are doing. My experience with installers runs about 50/50. I had one that didn't know there was a new satellite recently launched and that it should show in the diagnostic screen. He told me that the 99 sat was for international channels! He also didn't tighten the collar bolts on the AT9 and it spun in a moderate wind. Luckily, I was able to repoint the dish with no problem.

[carl6]

bstntech,

:welcome_s

Just like installers, there are all types of customers. I have had two installers to my house at one time or another. First was great, DirecTV truck & uniform. Second one was okay, personal pickup & no uniform (contract obviously). Got along great with both of them.

Just like the "this dvr is a pos" posts, the "my installer was horrible" posts tend to be the trend because most people come to forums because of a problem or bad experience. I believe the large majority of installs are good ones, and you just don't hear about them in public forums.

Keep up the good work.

Carl

[Michael D'Angelo]

I agree that you do have to put up with a lot of things that you should not have to and some of the post on here about installers is not right.

I did TV deliveries/Installs for 5+ years and I had to deal with the same type of customers all the time. They would buy a TV and think we had to rearrange their house for them. They would say the new I want against that wall since it is bigger so I need to you move everything in my living room around. I need the TV that was there moved to the bedroom and the one in the bedroom moved to the guest room and so on.

I even had a delivery one time that the customer handed me a shovel and expected me to shovel her walk way. It had snowed the night before and we got about 8 inches. We got to the house and here walk way was about 50 feet long and see was getting a 64” Pioneer Elite RPTV. I told her we would have to reschedule since the walk way was not clear so she said no you don’t here is a shovel. When we did not do it she started flipping out and called the store and flipped out some more.

Anyway some customer do want and think they deserve much more than they do and that is what causes a lot of the problems and that is why installers and delivery guys get such a bad name.

The only problem I have had with a DirecTV installer is that I had two of the try to charge me for a multi-switch that was free. When I got my original install done and when I upgraded to the 5 LNB dish and WB68 multi-switch I got the it’s not on the work order and I cannot give it to you because I will be charge $80 for it. Then 5 minutes later the installer says I tell you what give me $20 and you can have it. I gave him the $20 dollars because I was going to tip him anyway so I just took the $20 out of what I was going to tip him.

[Carl Spock]

Agreed customers can be a pain in the ass.

Agreed customers can be absolutely unreasonable.

By the same token, I ran my stereo store by this motto. I always thought the more standard version was only half the story.

The customer is always right even when they are dead wrong.

Although I wouldn't have shoveled the bitch's walkway, either. :nono2:

[Carl Spock]

One other thing, bstntech. About your story, this has given me solace over bad customers for years:

Even their friends know they're a$$holes.

In this case, it's her husband. He has to live with her. :rolleyes:

[newsposter]

bstn do you mind intrusive questions as to the lives of installers? I'm sure in addition to myself, some others may have burning questions. :)

(heck if i was you, i would just tell people you aren't allowed to take any equipment and they must throw it away lol). I dont know what they were trying to pull

[K4SMX]

One other thing, bstntech. About your story, this has given me solace over bad customers for years:

Even their friends know they're a$$holes.

In this case, it's her husband. He has to live with her. :rolleyes:
My father told me long ago to always remember that, "they were put here for our amusement." Anyone dealing with the public will occasionally encounter these unhappy people. I just keep smiling at them. They find that particularly disarming.

[Stuart Sweet]

bstntech, we sometimes forget what it's like from the other side. It's a shame that installers have such a bad reputation, especially when there are honest and fair ones like you.

[Carl Spock]

K4SMX, you bet I smile, especially the madder they get.

"Are you laughing at me? You need to take this seriously!" they often will say.

I don't say it but I'm thinking, hey, lady, I'm trying, but the fact that you are getting so upset over a multi-switch that you will never use and will end up throwing away, well, I find that particularly amusing.

The war in Iraq? People's homes burning down? That I take seriously. Your wigging out over a $200 piece of electronics? Now, that's a joke.

[claymanhb]

I think everyone, installers and customers should stop complaining. Can't we all just get along? I've met 10 installers in my day and 2 of them knew what they were doing. I didn't complain in 3 of them put holes in my roof which I had to seal after they left. Good thing I know what I'm doing so at least I can't complain about myself.

[K4SMX]

No one should fail to complain about legitimate installation issues. If you're a customer and aren't sure whether or not you have a legitimate complaint, you'll find out quickly by posting your facts in this forum.

ggergm: You can just tell them that sure you take them seriously, you're just basically a really happy guy (implication: and nothing you can say or do is going to bring me down to your level.) That really lets the wind out of their sails.

[HOPPER810]

hey bstntech ,over the years i've had several tech's have to come to the house for different reaosns to fix or upgrade my sat stuff.i've never had any problems with any of the tech's,i could tell some knew a WHOLE LOT more about their jobs than others.i allways have a ladder set up for them,go fetch things they need even let them use my tools if they need something.i know you have a tough job so i try to do what little i can to help but not get in the way. i'm a maint. man at a church camp,you can't belive what some people ask and how some act,it's crazy.but always remember gene wilders line in blazing saddles when talking to the " ni%$#&r sheriff. "remember your dealing with common people you know morons" so keep smileing and don't fall off any roofs.

[RobertE]

I don't have enough time and Chris doesn't have a big enough server for some of the whacked stuff I've run across. :(

[bstntech]

[bstn do you mind intrusive questions as to the lives of installers? I'm sure in addition to myself, some others may have burning questions. :)



Ask anything you want I will answer the best I can.. But what everybody needs to remember is that Directv has rules as well as each HSP so what I say might vary in different parts of the country.

[Ext 721]

I think I posted it before, but...

I once had a customer point at a 2-lnb dish on a 2nd tier roof...the original install had used a stepladder from the first roof to get to the 2nd, and damn, was that dangerous...of course it had been summer, and this was dead-of winter...snow on the main roof, a 6 foot long ice dam on the edge of the subroof and snow after that.

There isn't a man alive who wouldn't look at that and say "no ####ing way!"

well, after expalining the safety risk, and my lack of ice-spikes and other appropriate glacier-climbing gear he got red in the face, almost screaming "you're going to put it up there, I have to watch the superbowl in high def"

yes, for a slightly prettier superbowl, this man was willing to risk lives.

I told him I could put it on the edge of the front of the home, shooting over the home, and make it work...

His reply "NO! that is the only place it can go"...I could tell this wasn't a very friendly person. This could get ugly.

So I agreed, but said that I'd be back when the sun had time to melt the snow, so he'd better shovel it off first...after all, it should be perfectly safe to do so if a stepladder could be trusted on it.

dutifully, he ran to the garage, got a shovel, and actually began shoveling his roof!!!

I headed off to my next job, gave my supervisors a call and told them there was no way in hell I was going back, and neither was anyone else who valued the subtle joys of non-paralysis.

I secretly hope he watched the superbowl...in standard def....in a body cast.
:D

[Dwrecked]

For every idiot installer there are 100 idiot customers.

[Rakul]

For every idiot installer there are 100 idiot customers.

Unfortunately you are most likely correct, but given there are a lot more customers than installers I'd wager that the percentages are similar, after all both customers and installers are made up of the same pool of idiots :D

[cartrivision]

In addition to some of the seemingly legitimate complaints that you made against this customer I hope that you also gave D* a well deserved load of sh!t for ignoring this customer's stated receiver preference and not making note of it on your work order. There is ABSOLUTELY NO EXCUSE for giving a customer the impression that their request was going to be complied with and then you showing up with the wrong receiver.

While I realize that with some of your customers there will be nothing that you can do right in their eyes, you installers and D* have to take responsibility for the failure to do certain things the right way and know that when the relationship between you and the customers starts off on the wrong foot because of your failure to fulfill a simple request, that that will probably contribute to a more hostile and demanding customer than if you had started things off correctly.

[CJTE]

In addition to some of the seemingly legitimate complaints that you made against this customer I hope that you also gave D* a well deserved load of sh!t for ignoring this customer's stated receiver preference and not making note of it on your work order. There is ABSOLUTELY NO EXCUSE for giving a customer the impression that their request was going to be complied with and then you showing up with the wrong receiver.

While I realize that with some of your customers there will be nothing that you can do right in their eyes, you installers and D* have to take responsibility for the failure to do certain things the right way and know that when the relationship between you and the customers starts off on the wrong foot because of your failure to fulfill a simple request, that that will probably contribute to a more hostile and demanding customer than if you had started things off correctly.

You're being sarcastic, right? Because otherwise, personally I find that to be a big load of **** had I ever heard it.
Installers cant control what manufacturer code receivers they get... a D11-300 and a D11-500 are almost transparent... The difference is who built the box, but the box was built with the same parts, to the same specs.

[MONSTERMAN]

For every idiot installer there are 100 idiot customers.


X 1,000 idiot customers...


That "DITECH" commercial is BS "PEOPLE ARE ACTUALLY DUMB".

[cartrivision]

You're being sarcastic, right? Because otherwise, personally I find that to be a big load of **** had I ever heard it.
Installers cant control what manufacturer code receivers they get...

That's why I said that the installer should give D* sh!t for leading the customer on to believe that their receiver preference was going to be fulfilled but not even noting so on the work order and therefore putting the installer in the position of showing up with the wrong equipment, which does nothing but piss off the customer and potentially creates a hostile situation that could have been avoided if D* had done what the customer requested instead of just falsely saying that they would.

The only thing worse than D*'s policy of ignoring customer's requests for specific model receivers, is D*'s apparent policy of lying to their customer by pretending that the request is going to be honored when the order is placed and they take the customer's money.

[CJTE]

That's why I said that the installer should give D* sh!t for leading the customer on to believe that their receiver preference was going to be fulfilled but not even noting so on the work order and therefore putting the installer in the position of showing up with the wrong equipment, which does nothing but piss off the customer and potentially creates a hostile situation that could have been avoided if D* had done what the customer requested instead of just falsely saying that they would.

The only thing worse than D*'s policy of ignoring customer's requests for specific model receivers, is D*'s apparent policy of lying to their customer by pretending that the request is going to be honored when the order is placed and they take the customer's money.

Ok, you made a good statement, but completely ignored my point.
The CSR cannot control 1) what comes out of the warehouse, 2) whats on the techs truck.

The techs usually open the receivers from a new box so THEY dont even know what the MFR code on the receiver is! SO, a CSR could put in a request all day to have a R15-300 but if R15-500's are what the tech pick up from the office or R15-500's is whats in the next box to be shipped, the customer is going to get an R15-500, which, once again, there is almost no difference between the 2, same hardware, same specs, different manufacturer.

[RobertE]

In addition to some of the seemingly legitimate complaints that you made against this customer I hope that you also gave D* a well deserved load of sh!t for ignoring this customer's stated receiver preference and not making note of it on your work order. There is ABSOLUTELY NO EXCUSE for giving a customer the impression that their request was going to be complied with and then you showing up with the wrong receiver.

While I realize that with some of your customers there will be nothing that you can do right in their eyes, you installers and D* have to take responsibility for the failure to do certain things the right way and know that when the relationship between you and the customers starts off on the wrong foot because of your failure to fulfill a simple request, that that will probably contribute to a more hostile and demanding customer than if you had started things off correctly.

Wow, just wow. :nono2:

Sorry but you have ZERO idea of how the system works. None.

Installers have ZERO say in what equipment they are issued. Last week I had refurb D10-300s, New H20-100s, R15-500s & HR20-100s. This week I was issued refurb D11-100s, same H20s & R15s. We have no HRs.

Just like the boxes that D* ships out to customers, we get what we get.

As for giving D* a hard time. Please. That will accomplish nothing other than being an @$$ to some CSR. If thats the way you operate then more power to you.

Right now there is NO WAY anyone can guarentee a specific model and mfg of any receiver. They show up as four basic typs. IRD - Standard, IRD -DVR, IRD - KA/KU, IRD HD/DVR Combo. Thats it.

I do agree that it needs to change to specify OTA or no OTA but that horse has beaten to just a stain on the ground.

[Kiteflyer]

The ONLY way to get a specific Make/Model of receiver is to purchase it through retail.

[MIMOTech]

I am one that is in agreement with those that say installers get a bad reputation from these forums, because of the imbalance of good versus bad reports. My own experience is that about 20% of the installers need some extra training, the rest of the installers, the 80%, are OK to excellent. In the last 12 years with D*, I have only had one installer that would be classified as just OK. None have failed to do the job. So chin up guys and gals, there are those out there that appreciate and understand how hard a job that being an installer is these days.

[TigersFanJJ]

Wow, just wow. :nono2:

Sorry but you have ZERO idea of how the system works. None.

Installers have ZERO say in what equipment they are issued. Last week I had refurb D10-300s, New H20-100s, R15-500s & HR20-100s. This week I was issued refurb D11-100s, same H20s & R15s. We have no HRs.

Just like the boxes that D* ships out to customers, we get what we get.

As for giving D* a hard time. Please. That will accomplish nothing other than being an @$$ to some CSR. If thats the way you operate then more power to you.

Right now there is NO WAY anyone can guarentee a specific model and mfg of any receiver. They show up as four basic typs. IRD - Standard, IRD -DVR, IRD - KA/KU, IRD HD/DVR Combo. Thats it.

I do agree that it needs to change to specify OTA or no OTA but that horse has beaten to just a stain on the ground.

Excellent post. One more thing I'd like to add.

Who's to say the csr didn't inform the customer that she may get a different model receiver? I've lost count of how many times I have told a customer one thing and they have "heard" something else. I can always see it coming, too. It usually happens when the customer already has it in their mind that they are getting something that they aren't. (because that is what their friend got or sometimes because they have gotten some misinformation from an internet message board)

[jefbal99]

I got very lucky on my order and install (well, 2nd order, 1st got screwed up)

After reading here that the HR21s were showing up, I asked the CSR if I could get an H20 and HR20 because of the need for OTA, they said they would note it on the order, but couldn't guarantee anything.

I completely understood that if they only had 21s in stock, thats what I would be stuck with.

The installers were great and told me that they had both, but gave me the 20s because of the note, however, in a few weeks it will be 21s only.

[davejacobson]

I think I posted it before, but...

I once had a customer point at a 2-lnb dish on a 2nd tier roof...the original install had used a stepladder from the first roof to get to the 2nd, and damn, was that dangerous...of course it had been summer, and this was dead-of winter...snow on the main roof, a 6 foot long ice dam on the edge of the subroof and snow after that.

:D

There are the customers that only think about what they want and care little about the guy doing the job.It seems to be getting worse with the new generation.The guy that could not see the danger of climbing a roof like that in those conditions. Shame on him. Up here in the north I will not climb on an icy roof! My life is worth more than your tv. Most customers agree,but there is always that one. 75% of my installs are in the cold and snow. 100% of my installs are complete and done safley.The way on top of the roof is a rare install and should have been avoided by the 1st installer. I have been is business long enought to know you will never please everyone. Do your best.be compenent in your job,work safley and be happy. The 1% of customers that can be a-holes get the Im sorry I cant help you and walk away with a smile. Most customers are happy its only the bad things we hear about.We need more good install topics to keep our spirits up

[slimline]

try being a contractor all the equipment gets shipped to the customer
install ird thats junk and wont work or a low noise blocker that wont look at the 110 and having no replacement parts on board<----per d tv and the customer
called and dumped dish/ cable thae day before and there stuck with no tv for a
week or two....... i can understand why they get p.o

[jefbal99]

try being a contractor all the equipment gets shipped to the customer
install ird thats junk and wont work or a low noise blocker that wont look at the 110 and having no replacement parts on board<----per d tv and the customer
called and dumped dish/ cable thae day before and there stuck with no tv for a
week or two....... i can understand why they get p.o

Thats why you should never disconnect your previous service until the new on is installed and working.

I was using my Comcast Cable until the D* van pulled up in front of my house. Once they arrived, I removed the old STBs and rerouted two RG6 runs in the basement while the AU9 was installed.

Once everything was confirmed and done, then the boxes and remotes went back to the Comcast office.

[cartrivision]

Ok, you made a good statement, but completely ignored my point.
The CSR cannot control 1) what comes out of the warehouse, 2) whats on the techs truck.

That's why I didn't blame the installer. My point was that one of the two things needs to change....

Preferably D* should implement policy and procedures that insure that the paying customer gets the receiver that they requested

or

D* should stop lying to the customers to make them think that their receiver model request will be honored when the customer orders and pays for the receiver.

Until one of the above simple changes is made, D* will continue to unnecessarily piss off customers and create problems for their installers.

[cartrivision]

Wow, just wow. :nono2:

Sorry but you have ZERO idea of how the system works. None.

Installers have ZERO say in what equipment they are issued. Last week I had refurb D10-300s, New H20-100s, R15-500s & HR20-100s. This week I was issued refurb D11-100s, same H20s & R15s. We have no HRs.

Just like the boxes that D* ships out to customers, we get what we get.

As for giving D* a hard time. Please. That will accomplish nothing other than being an @$$ to some CSR. If thats the way you operate then more power to you.

Right now there is NO WAY anyone can guarentee a specific model and mfg of any receiver. They show up as four basic typs. IRD - Standard, IRD -DVR, IRD - KA/KU, IRD HD/DVR Combo. Thats it.

I do agree that it needs to change to specify OTA or no OTA but that horse has beaten to just a stain on the ground.

Sorry, but I know EXACTLY how it works. That's why I keep saying that it needs to change.

Additionally, I never said that anyone should give any CSR a hard time. I said that the installers should be giving D* sh!t for putting them in the position of showing up with equipment other than what the customer was led to believe that they would be getting. That's just common sense. D*'s current SOP isn't fair to their customers or the installers who often get the blame for not having the right equipment.

[cartrivision]

The ONLY way to get a specific Make/Model of receiver is to purchase it through retail.

Well that's not the only way. D* does have the ability to get specific models shipped to the customer, it's just that it's their policy not to do that except under special circumstances, but that subject has alread been discussed ad nauseam in a previous thread.

[Milominderbinder2]

I understand that it is not always the customers fault. There are dishonest people and some are even installers. I also know that not every installer is trained as well as they should be before they were thrown to the wolves.

But so many customer install "nightmare" posts seem to begin like this:
"I left my wife (dad, dog) home when they came to install as I am much too busy..."

They do not confirm their orders.
They are not ready when the installer got there.
They do not check for themselves that everything was good before they signed the contract.
They do not even look at the checklist they are signing.

Then it is all the installers fault.

One of my favorites was months ago when someone stated they ordered an H20 and were furious that it could not record anything!

I also love the ones who post a complaint on the internet without even giving the person a chance to correct a mistake.

If only we knew what they are like in their every day lives...then again we probably don't want to know.

- Craig

[slimline]

[QUOTE=MIMOTech;1256833]I am one that is in agreement with those that say installers get a bad reputation from these forums, because of the imbalance of good versus bad reports. My own experience is that about 20% of the installers need some extra training, the rest of the installers, the 80%, are OK to excellent. In the last 12 years with D*, I have only had one installer that would be classified as just OK. None have failed to do the job. So chin up guys and gals, there are those out there that appreciate and understand how hard a job that being an installer is these days.[/QUOT

thats refreshing .......................

[Birdman79]

Sorry, but I know EXACTLY how it works. That's why I keep saying that it needs to change.

Additionally, I never said that anyone should give any CSR a hard time. I said that the installers should be giving D* sh!t for putting them in the position of showing up with equipment other than what the customer was led to believe that they would be getting. That's just common sense. D*'s current SOP isn't fair to their customers or the installers who often get the blame for not having the right equipment.

Been there,done that.When ever this subject is brought up in our monthly meetings,they'll say "This industry will always be like this,so either get used to it or go work for Comcast".!!!!

[Grydlok]

well I got my life threaten over an HR21-700. So you guy keep thinking it ok to yell at people, and just like they guy I left today you will have no service and a visit from your local police officer with a warrant for your arrest.

[Carl Spock]

:eek2: Wanna tell us about it?

[Grydlok]

:eek2: Wanna tell us about it?

Let put it this advice online should be taken with a disclaimer. He read online about it and felt that if he acted an ass he would get what he wanted. Some people on message board gas people heads up to act foolishly.

[ironwood]

My best customers - contractors, guys of any ages who do construction, yard work, handymen etc , in other words people who work with their hands and understand what work is and know difference between good and bad work.

My worst customers - women in their after 50s, on menopause, grumpy, unhappy with their husbands and therefore all Men, just looking for a reason to start a fight, an argument, no reasoning, no common sense, just upset grumpy with their personal lives trying to get somebody in trouble and therefore make themselves feel happier if that even possible. First post here is an example of such ridiculously unreasonable stupid customer who has a leverage because they can always call up the ladder complain and treaten to switch to Dish, Cable etc ..... As long as they know where to call and unfortunately they all do and they have all the time in the world because they are stay-at-home moms all their lives bored to death, unsatisfied.....this is their only excitement in life dialing a number and being soothed and calmed by experienced customer retention managers who are also excellent phychologists and phychiatrists. If you think about it there smart women save themselves a lot of money, one visit to a shrink cost 100 dollars, here you get 5 hour session with 10 different people on the phone for free.

[CharFace]

My best customers - contractors, guys of any ages who do construction, yard work, handymen etc , in other words people who work with their hands and understand what work is and know difference between good and bad work.

My worst customers - women in their after 50s, on menopause, grumpy, unhappy with their husbands and therefore all Men, just looking for a reason to start a fight, an argument, no reasoning, no common sense, just upset grumpy with their personal lives trying to get somebody in trouble and therefore make themselves feel happier if that even possible. First post here is an example of such ridiculously unreasonable stupid customer who has a leverage because they can always call up the ladder complain and treaten to switch to Dish, Cable etc ..... As long as they know where to call and unfortunately they all do and they have all the time in the world because they are stay-at-home moms all their lives bored to death, unsatisfied.....this is their only excitement in life dialing a number and being soothed and calmed by experienced customer retention managers who are also excellent phychologists and phychiatrists. If you think about it there smart women save themselves a lot of money, one visit to a shrink cost 100 dollars, here you get 5 hour session with 10 different people on the phone for free.

Truth so pure...

I did home theater & high-end appliance sales and installations for about 10 years. Give me a beer drinkin' blue-collar guy any day - they understand what a hour of work is worth;)

[saxon2000]

My experience of my local contractor as a customer is favorable overall. My local contractor is IRONWOOD in Las Vegas. The guys that come to my home are generally helpfull and skilled in installation.

Sometimes, I know more info than them from reading posts on this forum, but that usually compliments the install as opposed to hindering it.

I am in a technical trade myself, and am used to running projects, so I know what to do when any contactor comes to my home.

First, I ask the contractor what they have been instructed to do, and check the work order if there is any difference.
Second, I ask what equipment they are installing.
Third, I walk through the installation with them asking where they will install equipment, and pointing out the cable, power and phone connections that they will need. I have this prepped ahead of time and labelled if needed.
Fourth, I ask them if they foresee any problems. I then inform them of my expectations based on the walkthrough.
Fifth, I pretty much get out of their way and check in with them every so often offering soda or water and taking a look-see at the same time.

This approach seems to work well for me.

[rambrush]

My experience of my local contractor as a customer is favorable overall. My local contractor is IRONWOOD in Las Vegas. The guys that come to my home are generally helpfull and skilled in installation.

Sometimes, I know more info than them from reading posts on this forum, but that usually compliments the install as opposed to hindering it.

I am in a technical trade myself, and am used to running projects, so I know what to do when any contactor comes to my home.

First, I ask the contractor what they have been instructed to do, and check the work order if there is any difference.
Second, I ask what equipment they are installing.
Third, I walk through the installation with them asking where they will install equipment, and pointing out the cable, power and phone connections that they will need. I have this prepped ahead of time and labelled if needed.
Fourth, I ask them if they foresee any problems. I then inform them of my expectations based on the walkthrough.
Fifth, I pretty much get out of their way and check in with them every so often offering soda or water and taking a look-see at the same time.

This approach seems to work well for me.

I tried the same thing today the Ironwood installer came out of Phoenix instead of vegas up here to Kingman. He was over a hour late showing up. I had the receiver hooked up to the regular dish and had the software upgrades in place the unit activated. All cables run all he need to do was install the dish and some minor adjustments.
I would not call them again even if my life depended on it..

[CJTE]

I tried the same thing today the Ironwood installer came out of Phoenix instead of vegas up here to Kingman. He was over a hour late showing up. I had the receiver hooked up to the regular dish and had the software upgrades in place the unit activated. All cables run all he need to do was install the dish and some minor adjustments.
I would not call them again even if my life depended on it..

You mean you wouldnt call the Phoenix office again or you wouldnt call Ironwood again?

[Milominderbinder2]

I contend that many of the installation nightmare posts are due to the fact that the customer did not take basic steps to be prepared. Also, they do not have a clear understanding of what will and will not be done.

So many times my response to the "I had an installation nightmare!" threads is this:

Did you use your resources before you ordered?

● Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938)

● Installation Guide (http://www.dbstalk.com/showthread.php?t=67769)

Did you read your Agreement (http://www.directv.com/DTVAPP/global/contentPageNR.jsp?assetId=P400042) you will sign before the installer leaves?

Did you read your Installation Checklist (http://www.dbstalk.com/showthread.php?p=1030383#post1030383) ahead of time to see what you would be signing to?

People won't take the time to be home, won't do even basic homework, won't even call DIRECTV with a problem but will instantly post their "nightmare" on the Internet.

Even after reading only the "customer's" side, it is often so clear that the customer was in the wrong.

I sometimes have to go play the Eagle's Get Over it really loud:

You drag it around like a ball and chain
You wallow in the guilt; you wallow in the pain
You wave it like a flag, you wear it like a crown
Got your mind in the gutter, bringin' everybody down
Complain about the present and blame it on the past
I'd like to find your inner child and kick its little ass

Get over it
Get over it
All this bitchin' and moanin' and pitchin' a fit
Get over it
Get over it

- Craig

[rambrush]

CJTE
I did not have any choice, they set up the install.
I have always done my installs myself but this being hd I had to have them do it.

I remodeled the house a year or so back and at that time I ran multiple RJ 6 down all of the walls cat 5e cables extra recepticals etc. then ran everything into a communications area in a closet where I can send and recieve all low voltage signals through out the house.
So yes this install should have been straight forward.

[brucec32]

Thanks to numerous factors including corporations shuttling employees all over the nation, over the last 30 years or so we've become a nation of nomadic strangers. Nobody knows anyone. Nobody sticks with a business or job very long. So Reputations aren't as important as they used to be.

In the past, if you did shoddy or incompetent work word would get around and nobody would hire you, so they made sure they had competent honest people coming out. Today, you get assigned a nameless person from a company you aren't even aware of who you will likely never see again. He is likley also underpaid. Where's the incentive to hire only top people so that an install company gets a good rep? The feeling is that there will always be more customers in the pipeline.

Same goes with customers. They can be unreasonable w/o consequence, since they know the odds of you knowing someone they know is practically nil, and they can't be embarrassed by their behavior.

Our anonymous society is slightly more efficient financially but it comes at a huge cost.

I also agree with the posts that people who do actual tangible work like the self employed and contractors make the best customers. I'm self employed in another business and so is my brother and he agrees. Some people just honestly have never done a day of 'work' in their lives and have no idea what goes into doing any kind of hands-on work and that it is not as simple as they think it is.

[Annihilator31]

I think some of us long time tech's could write books full of storys involving stuff we have dealt with on the job. Some things are just plain funny, embarressing, crazy, insane, stupid, etc. How many tech's have been to nudist camps, or been propositioned by a whole lotta Rosie? Heck, one time I had a customers small dog attack me. Bit me on the back of my leg and drew blood, so I stabbed it with the knife in my toolbelt. I got 8 stitches and the dog died. The customer said pookey would never hurt anyone. She latter sued me and I counter sued her back. She lost and I won. Now I'm driving a new truck and I always tell customers that if they have dog's, they MUST be locked up and out of the way no matter how nice they Think the dog is. Some people care more about thier stupid dog's then other humans. I once drove off a job because a customer refused to put his dog up and he had nerve to complain about me. Well, Directv backed me up on both occasions stating it's at the tech's discretion. Even if you have a nice dog, put him away, we ain't there to play!

[w7com]

Thanks for the thread folks! There is so much I could say but I have to get to sleep to get up and do it again. At least now that DST is over with we won't have firsts and lasts on our routes.