My install nightmare

[DrummerBoy523]

So, I got a great deal on the HR20/21 (free) to be installed today. They were supposed to move my existing DirecTivo upstairs to another location as well ($49 fee). Installer gets here and says that his work order says swap which means he needs to de-activate something (which I have nothing to de-activate). Installer tells me the move of the Tivo is not on his work order either. He then tells me that he wont do the install since the paperwork is wrong. I spend 1 hour and 19 minutes on the phone with D*. Installation cancelled for today. They have to create 2 seperate work orders for some silly reason. I have to re-schedule for Friday morning but then we have to schedule the Tivo move seperately. How silly is this?

At least they comp'd me the $49 for the move of the Tivo unit! Argh!

[jhillestad]

Sounds like the installer is a government employee with all that " paperwork " ....

You should ask him for the name of the DTV CSR that filled that work order out so they can be properly trained.

[akhicks]

sounds about right dtv chokes the hsp's with paperwork, i worked for ironwood (local home service provider for dtv in my area) for a couple of years and if the work order is wrong then the tech can not proceed. now if there is only something missing from the work order then the tech should go on with the job and is supposed to. you should however be able to have both jobs scheduled at the same time. you can probably get the phone # of the install company from dtv and call them to have both jobs done together. keep in mind nothing i have said is policy but they should pull the job forward. oh and just so you know that tech probably could have added the relocate code to his or her workorder . . . . . . sorry to rub salt in the wound.

[rotohead]

As has been stated, that is very common occurrence. Installer MUST deactivate old box but you can have him set it up in new location and you reactivate it yourself. Two work orders is confusing but common too. Installer gets paid properly for work done only if the paperwork is correct according to Directv's satisfation. That's the way it is. Good luck,

[DrummerBoy523]

I got things straightened out with D*. I cancelled the order to move the existing Tivo and just set it up for a straight install. Installer came this morning and offered to do the relocate for me at no charge. We had to fish some wires through the crawlspace and through the garage ceiling. I gave the installer a $75 tip for his troubles as he was going to do the entire thing for no charge - fishing also. He was here for over 4 hours getting the new slimline, hr20 and running the cable under the house. It was worth it as it would have cost me $49 + $65/hr to custom install.

Bottom line - I'm glad it is over!

[CJTE]

BTW, Let him Deactivate the Tivo, then call back when he leaves and reacitvate it.

Duh.
He isnt gonna take it! He just has to deactivate something to validate the "swap", rather than charge you full price!
(I say this from an experience I had last week...)