View Full Version : DTV shows up....
C-Note76
11-10-07, 09:09 AM
I have (had) an installation setup for today... DTV van shows up, waits outside for 10 mins... i see him on the phone... finally he rings the doorbell, "uhhh, I don't have any HDDVR's like you ordered.... so Im not going to be able to do this right now... i am trying to get ahold of the warehouse to see if I can get a box.... but noone is answering the phone....."
how great DTV is..................
cnmsales
11-10-07, 09:52 AM
Not D* fault. They guy came unprepared. Welcome to the boards. Call D* and voice your displeasure, they are usually more then happy to accommodate for issues like this.
C-Note76
11-10-07, 10:07 AM
called Dtv...... response: "we're really sorry... unfortunately we just hire contractors, but your account has been denoted... once again, sorry for the inconvenience... "
JLucPicard
11-10-07, 10:19 AM
This is not an "if a tree falls in the woods and nobody hears it..." question, but if an installer actually shows up and doesn't do an install because they didn't bring the equipment, does that constitute a "no show" appointment for which the installee - or non-installeee in this case - should be compensated for a no show appointment?
I'm surprised the installers/contractor/technician do not prepare for installations or think ahead. I would be really ticked off. It seems the service varies from state to state depending on the contractor. Usually DirecTV will give you some kind of credit to make it up to you. Reporting it is important so DirecTV knows what contractors are prepared and towing the line.
cnmsales
11-10-07, 10:24 AM
I would imagine the installer plans on contacting you today to tell you if he can do it today or not, If you haven't heard anything soon id call D* back and have them contact the install company, they can get to the bottom of if he is going to be back out today or if they will have to reschedule. If the latter you should request some compensation, if you feel you deserver it.
C-Note76
11-10-07, 10:37 AM
Im just looking for my HDDVR's.... And, although, I have moved the dresser, unhooked everything and made it easy for the install to happen... i don't know if I "deserve" anything.... its just a pain in the anal canal.... Not to mention, stayed at home..... Really displeased with the customer service reaction too.....
Anyone else have this happen to them??
JLucPicard
11-10-07, 10:41 AM
Too many to count, unfortunately.
ClubSteeler
11-10-07, 10:55 AM
called Dtv...... response: "we're really sorry... unfortunately we just hire contractors, but your account has been denoted... once again, sorry for the inconvenience... "
It must be nice to be able to comepletey wash your hands of such an important part of the business...
Dear Ford, my wheel fell off..
We're really sorry, but we subcontract the wheels and tires to Goodyear, and assembly to Mexico, so good luck dealing with them.
If they are going to do that, then they might as well force you to hire your own installer. So you could shop around and find someone dependable.
Who hired the installers? DirecTV. The installers failed. It IS D*'s problem. You didn't hire anyone. You didn't agree top a contract with any other company. You didn't provide them with your equipment. But when there is a problem, it is YOUR problem and not theirs.
I wonder if you call to tell D* how great they are, if they'll tell you how they contract work out and it doesn't really reflect on them.
Milominderbinder2
11-10-07, 11:56 AM
First,
:welcome_s
Did you know about the resources?
Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938)
Installation Guide (http://www.dbstalk.com/showthread.php?t=67769)
Did you use the link to go online to confirm your work order?
Did you follow the steps about calling the installation company yourself.
Did you confirm your work order with the installation company ahead of time?
Did you follow the steps about calling the installer the day before and confirming equipment?
Were you scheduled as the first installation of the day so that you could cannibalize the later orders if needed?
- Craig
C-Note76
11-10-07, 12:49 PM
First,
:welcome_s
Did you know about the resources?
Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938)
Installation Guide (http://www.dbstalk.com/showthread.php?t=67769)
Did you use the link to go online to confirm your work order?
Yes
Did you follow the steps about calling the installation company yourself.
Yes
Did you confirm your work order with the installation company ahead of time?
Yes
Did you follow the steps about calling the installer the day before and confirming equipment?
Yes, the company checked everything out
Were you scheduled as the first installation of the day so that you could cannibalize the later orders if needed?
- Craig
Yes... I guess 8am was too early, I needed a Friday install when the warehouse was open evidently, because he didn't have the "right box" on the truck....
JLucPicard
11-10-07, 12:57 PM
Snap! :D
And C-Note76, great job on doing all that grunt work. First of all, people shouldn't have to babysit the whole process. And SHAME on both D* and the install company. Cripe, how much more does a customer need to do to get a successful installation? Something really has to be done with all that. I find myself not hesitating to recommend D* to friends now, but also spending time prepping them for install nightmares. I wonder how much better their business would be if the "first contact" wasn't such a gawd awful mess?
Greg Alsobrook
11-10-07, 12:58 PM
i understand this isn't d*'s fault directly... but it does seem like they contract these jobs out to the most worthless companies...
...
Im surprised the guy had the decency to show up to your house and tell you in person, rather than call you a couiple hours after the appt was past due and apologize!
Im not saying that what was done was right, this information shouldve been confirmed well ahead of time, but, I still think it was good of the guy to SHOW UP...
IN regards to the installer...
Out of 12 guys in the office, youve got 2 bad apples. Put a complaint in with D*, who forwards it to the local office...
I see completely that D* is responsible for the contractor it hires, but the contractor is responsible for the employees!
C-Note76
11-10-07, 01:22 PM
Anyone ever hear of "boxes being mismarked" HD DVR's with on HD recievers in them?? three to one guy...... BUT, no one else in the metroplex is having this problem.... so says the "supervisor" installer....
im not buying what they are selling........
C-Note76
11-10-07, 01:27 PM
IN regards to the installer...
Out of 12 guys in the office, youve got 2 bad apples. Put a complaint in with D*, who forwards it to the local office...
I see completely that D* is responsible for the contractor it hires, but the contractor is responsible for the employees!
I agree... Not complaining about the individual, but the process... communication is key... if there is a problem communicate to the consumer....
scrappy 2000
11-10-07, 01:37 PM
Snap! :D
And C-Note76, great job on doing all that grunt work. First of all, people shouldn't have to babysit the whole process. And SHAME on both D* and the install company. Cripe, how much more does a customer need to do to get a successful installation? Something really has to be done with all that. I find myself not hesitating to recommend D* to friends now, but also spending time prepping them for install nightmares. I wonder how much better their business would be if the "first contact" wasn't such a gawd awful mess?
I refuse to recomand D* due to my install. I would not want anyone to go through what I had to.
itguy05
11-10-07, 02:11 PM
It is a shame that some have to babysit the process. For me, I did none of the reccomended things and got a great install.
Ordered on line and they came here at the right time (with a phone call about an hour ahead) with the HR21 I was hoping for (love the black and could care less about OTA) and had me up and running without incident.
That's the way it should be - I ordered on Sunday afternoon and was watching DTV on Thursday afternoon! :)
rebaztec
11-10-07, 02:21 PM
Im just looking for my HDDVR's.... And, although, I have moved the dresser, unhooked everything and made it easy for the install to happen... i don't know if I "deserve" anything.... its just a pain in the anal canal.... Not to mention, stayed at home..... Really displeased with the customer service reaction too.....
Anyone else have this happen to them??
seriously dude, don't get me started. I have a dish tweaking, HR20 replacing, multiswitch changing appt right now and I know they will pooch screw it. They do about 80% of the time...
Here is what you do, call and ask for the no show credit $100.01. Last year, I got quite a few of those...
C-Note76
11-10-07, 02:23 PM
seriously dude, don't get me started. I have a dish tweaking, HR20 replacing, multiswitch changing appt right now and I know they will pooch screw it. They do about 80% of the time...
Here is what you do, call and ask for the no show credit $100.01. Last year, I got quite a few of those...
can you explain to me the "no show credit"? or where is it defined?
TaylorJ
11-10-07, 02:30 PM
The no call no show credit is when the tech does not call or show up for the appt. But your tech did show up, so that disqualifies you for that credit.
.... But your tech did show up, so that disqualifies you for that credit. Yeah, but showing up without the equipment you need for the installation is the same as not showing up at all. The end result is the same either way = no installation.
rebaztec
11-10-07, 04:02 PM
The no call no show credit is when the tech does not call or show up for the appt. But your tech did show up, so that disqualifies you for that credit.
Don't let that stop you. Be persistent, but respectful. Don't let people on this board deter you. The only thing D* can do is say no and it's awfully hard for them to do that if you remain persistent and respectful. Oh yeah and another thing...ask for the CSR's name and badge number. They will not disconnect you as readily, i.e. randomly hang up on you. They get dinged when you call back and say so and so badge number **** hung up on me mid sentence...trust me I have called before over the years and it works!
Don't let that stop you. Be persistent, but respectful. Don't let people on this board deter you. The only thing D* can do is say no and it's awfully hard for them to do that if you remain persistent and respectful. Oh yeah and another thing...ask for the CSR's name and badge number. They will not disconnect you as readily, i.e. randomly hang up on you. They get dinged when you call back and say so and so badge number **** hung up on me mid sentence...trust me I have called before over the years and it works!
... You could also use that information to shoot an email to d* via the "Contact Us" form and tell them how great the CSR you talked to was? ;)
Stuart Sweet
11-10-07, 04:21 PM
C-Note 76... I'm sorry you had a bad experience.
DIRECTV doesn't wash their hands of the installation part, I know for a fact that they are actively trying to stop bad installations from happening.
Please, call them and let them know all the details. It may not help your case but if enough people report issues, DIRECTV will know who to ditch.
C-Note76
11-10-07, 05:16 PM
OK... after a day of bird-dogging the issue... Just got the HR21-700 installed....
Here is what I had to do.... called directv twice... and the installation dept at directv.... they (installation) called the contractor and the contractor supervisor on 3 way each time....
however, here is the problem I have... supervisors kept saying, and I quote "He had 3 DVR boxes on his truck, and everyone of them had regular HD recievers in them"... so when the tech arrived.... the boxes have HD DVR written in letters about 6 inches high..... with PICTURES of the new HR21 on it.... so I ask, you opened up 3 of these boxes and they all had regular HD recievers in them, he says no, the boxes I had were white, no writing, i just didn't pay attention when i picked them up from the warehouse..... (for this I don't blame this tech one bit, he made a mistake by not verifying the boxes, and he admitted to it, two thumbs up, I can live with mistakes, if not covered up) what I have a problem with is the sups making crap up....
OK i'm off the soap box, I got my free HD DVR, the day i was supposed to, a little later in the day, but it was the same day.... I had a few problems, but they seemingly got resolved.... thanks to all for the suggestions and the information on how to resolve it...
wavemaster
11-10-07, 05:39 PM
Not sure who our installers in the northeast, but at least a dozen calls in the last 10 years and never an issue. Installs all over the house.
Glad you finally got it sorted.
RobertE
11-10-07, 05:41 PM
OK... after a day of bird-dogging the issue... Just got the HR21-700 installed....
Here is what I had to do.... called directv twice... and the installation dept at directv.... they (installation) called the contractor and the contractor supervisor on 3 way each time....
however, here is the problem I have... supervisors kept saying, and I quote "He had 3 DVR boxes on his truck, and everyone of them had regular HD recievers in them"... so when the tech arrived.... the boxes have HD DVR written in letters about 6 inches high..... with PICTURES of the new HR21 on it.... so I ask, you opened up 3 of these boxes and they all had regular HD recievers in them, he says no, the boxes I had were white, no writing, i just didn't pay attention when i picked them up from the warehouse..... (for this I don't blame this tech one bit, he made a mistake by not verifying the boxes, and he admitted to it, two thumbs up, I can live with mistakes, if not covered up) what I have a problem with is the sups making crap up....
OK i'm off the soap box, I got my free HD DVR, the day i was supposed to, a little later in the day, but it was the same day.... I had a few problems, but they seemingly got resolved.... thanks to all for the suggestions and the information on how to resolve it...
Sounds like what the tech had were all refurb boxes. Real, real, easy to mix up what you have. All the advanced boxes (DVR, HD & HD/DVR) are all the same size. The only difference is the 4x4 or so lable on it with the SN, Card # & model.
Looks like the sup was pushing the tech under the bus, then hopping in the drivers seat. :mad:
Not sure who our installers in the northeast, but at least a dozen calls in the last 10 years and never an issue. Installs all over the house.
Glad you finally got it sorted.
Yes it's Halsted Communications here is the URL:
http://www.needdtv.com/
vBulletin® v3.7.6, Copyright ©2000-2012, Jelsoft Enterprises Ltd.