Yet another installation foulup

[msmith]

My brother has had DirecTV for a number of years. He's been SD only up until now. Last weekend he bought an HD TV and wanted to upgrade.

DirecTV gave him $99 for one HR20/21 (don't know which) to replace an SD DirecTivo. They also gave him 6 months of HD Access free.

They scheduled for last Sunday 12-4.

At 3:50pm, he called DirecTV to find out where the installer was. They sent him to Mastech. Mastech called the installer, and they claimed that the installer was running late and would arrive at 5:30pm.

He got a call at about 5:30 from the installer. The installer claimed that he needed to go meet another installer to get a receiver for my brother. About 6pm he called back and said that the other installer refused to let him have a receiver unless he helped him with the current job. The installer would arrive at 8pm. The first installer revealed that he had given away the receiver intended for my brother at an earlier job during the day.

My brother refused and cancelled the installation. You have to understand - he was on the phone for 7 hours on Sunday trying to find out what was going on. He was told that he could have an installation in 3 days (he was going out of town), or if he wanted an evening or weekend he'd have to wait 3 weeks!

On Monday he called Investor Relations, who sent him to the Office of the President. They listened to the story and promised to call back later after they talked to the installer.

Later he got a call from the Office of the President. They promised him an installation scheduled for a one-hour window on Thursday. They also gave him Starz and Showtime free for 3 months.

A high-level Mastech person called him and explained that the installer would be getting retraining. He confirmed the appointment for Thursday, and stated that a supervisor and a lead technician would be doing the installation.

Now, this is the world's easiest installation. Replace a ground-mounted 3LNB dish with a Slimline and swap out a Tivo for an HR20/21. It shouldn't take a tech more than an hour.

This is really sad. DirecTV needs to get their installation act together or start losing customers.

[VaJim]

What did the installer think he was going to do at 8PM during the month of Mar?

[joe diamond]

Here is how it works.

DTV pays the HSPs for installation services in exchange for no liability for the puppies that get run over etc.

The HSPs take the money and provide the liability separation.

DYV sends installation orders to the HSPs

Many jobs get installed.
Some get installed eventually.
Some don't.
Service on the equipment gets done eventually.

The HSPs still have the money.

Joe

[glennb]

Now, this is the world's easiest installation. Replace a ground-mounted 3LNB dish with a Slimline and swap out a Tivo for an HR20/21. It shouldn't take a tech more than an hour.

Not really world's easiest. The pole diameter is different for the slimeline dish. He'll need a new pole.

[diggerg56]

Interesting approach going the Investor Relations route. Is he actually an investor? I have some shares of D*. Maybe next time I have a problem I'll try the angry investor approach if they can't resolve my problem otherwise.

[Mike500]

Now, this is the world's easiest installation. Replace a ground-mounted 3LNB dish with a Slimline and swap out a Tivo for an HR20/21. It shouldn't take a tech more than an hour.

Not really world's easiest. The pole diameter is different for the slimeline dish. He'll need a new pole.


It is for us.....A fellow subcontractor of mine developed and manufactures this adapter that he also sells on eBay;


http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&rd=1&item=150220543836&ssPageName=STRK:MESE:IT&ih=005

We found out that the two inch pole that is often used is a thin 18 gauge. Most chain link fence line post used for Phase III and round dishes is a thicker 16 gauge, although the diameter is thicker. For existing poles, we add additional strength by driving in a farmer's "Tee" post and grouting it inside with concrete mix. It makes for a super strong and solid laminated pole.

[ironwood]

Just one question: do you find it normal that somebody has to come to your house and work for you on Sunday?

[msmith]

Just one question: do you find it normal that somebody has to come to your house and work for you on Sunday?

Yes, but the company offered it. He would have taken a weekday installation on the right day (he's on shift work and doesn't work the same days each week).

Reportedly they gave this particular installer 7 jobs on the same day. That's impossible by anybody's standards. That's probably Mastech's fault rather than DirecTV.

[joe diamond]

It is time for the CSRs to grow a set and or get out and hang a few systems
.
I know I do my best work in the dark, in the rain. The last job is just as well done as the first. When I discover that most of the jobs that say service call or upgrade are really massive rebuilds I just motivate myself to work harder.

Gotta go now... if the doctors find out I am using their work station for my internet friends they will increase my meds.

Joe

[msmith]

This installation is complete.

The supervisor arrived right on time with the lead technician 15 minutes later. The whole swap of dish and receiver took 75 minutes.

[SledDog]

Just one question: do you find it normal that somebody has to come to your house and work for you on Sunday?

Sure... If the business is a 7 day a week operation. And it sounds like they are just that!

[TigersFanJJ]

Sure... If the business is a 7 day a week operation. And it sounds like they are just that!

Yes, they schedule installs 7 days a week.

I'm pretty sure he was thinking more along the lines of how Directv and the HSPs have become more demanding of what their "independant contractors" will do and when they will do it, and they must do it for less money. They are one of the few companies in similar fields that REQUIRE THEIR CONTRACTORS to start work at 6AM (illegal in places, but they don't care), jobs that you can't start until after 4PM, and require them to do jobs on Sunday.