Installation cost Q

[synack]

I had an HR10-250 and an HR20-700. I needed a new receiver for downstairs and picked up another receiver at Costco. In calling to get the install done, they told me that the install would be $99...which I paid. Then they offered to swap my old HR10-250 for free... which I agreed to.

On install day, the installer shows up with the swap IRD and doesn't know anything about the new IRD from costco. He does the swap and leaves.

I call DTV about the costco ird and they tell me that the $99 was to install the swap IRD and I have to pay another $79 to install the new IRD. The swap IRD itself was the free but the install costs.

Does this sound right? If you swap the IRD, do you have to pay $99 for a dude to come out several hours late and just swap some coax?

[BattleZone]

Okay, the problem here was that your CSR got confused or something and didn't build your work order correctly. It should have listed both the swap AND the install of the additional receiver. Then, when the installer arrived, the installer should have recognized the problem and changed the work order to add that additional receiver (though I suspect he was over-booked already and couldn't afford the 45 minutes on the phone that it often takes to get the work order changed, THEN another 45 minutes or more to do the install, when he was booked based on a 20 minute receiver swap).

At this point, you need to complain that BOTH items were supposed to be on your work order, and weren't. Hopefully, they'll give you another work order for the new receiver installation for free since they screwed up the first time.

[synack]

My orders per their website are as follows:

Order#1 shows as Canceled
Professional Installation $0.00 Free
Swap Replace HR20 IRD $0.00 Free


Order #2 shows as Completed
Swap New DVR IRD $0.00 Free
Professional Installation $99.00 $99.00
DIRECTV 5-LNB Multi-Satellite $0.00 Free
DIRECTV HD DVR. Install Only $0.00 Free

In looking at it all again, it looks like #1 might have been a screw up by the agent and she canceled it. The 2nd order is the one that was supposedly completed. The dude that came out said he only had a swap on his order. Which is line 1. Line 4 may have been the new receiver. Does anyone know how their line items are referenced above? Is that for 1 receiver or 2? If order #2 is for 2 receivers, then the guy only did half the job...line 1 and not 4. And he definitely didn't do #3.

[inkahauts]

It looks like your work order, number 2, was correct. It costs nothing on a free swap from an HR10 to an HR21... Hence the word free. It would even include the dish. Somewhere something got messed up. You should not have to pay for the install a second time. The 99 is all you should have had to pay for both.