Needs avice how to deal with this - repeated delays

[tmnc1]

I ordered DirectTV two weeks ago and had the install scheduled for today between 8 and 12. At 10 I got a call from the installer that it would be more like 12:30. Then at 1:00 I got a call it would be another hour, then at 3:00 it would be another,etc etc. At 5:30 he called and said he'll call back in 1 hour to let me know if he's going to make it tonight.

First, I understand how things can get delayed and I do appreciate the calls. However, I blocked the whole day to be here just in case there were any issues.

When the installer does come out I want to make sure I get the best job and accommodation possible. I'm concerned that complaining to the "company" will just p*ss him off and maybe not get the best effort.

What do you guys recommend?

[joe diamond]

I ordered DirectTV two weeks ago and had the install scheduled for today between 8 and 12. At 10 I got a call from the installer that it would be more like 12:30. Then at 1:00 I got a call it would be another hour, then at 3:00 it would be another,etc etc. At 5:30 he called and said he'll call back in 1 hour to let me know if he's going to make it tonight.

First, I understand how things can get delayed and I do appreciate the calls. However, I blocked the whole day to be here just in case there were any issues.

When the installer does come out I want to make sure I get the best job and accommodation possible. I'm concerned that complaining to the "company" will just p*ss him off and maybe not get the best effort.

What do you guys recommend?

Suck it in and drive on!

The people who could do your work on time and correctly will not work for the folks DTV has delegated to meet your expectations.

Best suggestion is to record or note all appointments. DTV will give you some compensation for "inconvenience" but I have done this work for many years. The schedules the HSP staff force on new installers in not possible.

Most (many) jobs go in on time and correctly done. You read the horror stories here. Suck it in!

Good Luck,

Joe

[spartanstew]

I wouldn't do anything until after the install is complete or he cancels altogether.

Then call D* and complain and see what they can do for you.

[David MacLeod]

please keep in mind this is NOT (usually) the installers fault and he/she is at the mercy of someone else for scheduling.

[tmnc1]

Thanks for the replies.

Well when he did arrive tonight we decided to reschedule because it was too dark for him to do a roof install - the only viable option in my case.

The issue w/the delays is they were excessive (5) and always the promise of 1 more hour.

I'm posting another question under separate subject regarding technical questions.

[BattleZone]

Yes, in many areas, a tech may be given 5-6 installs in a day. The *average* install takes 3-4 hours, and a difficult one could take longer. If you do the math, you can see exactly why the later jobs just don't get done.

DirecTV subs out the installation work to a big contractor (the Home Service Provider), and the HSPs treat techs badly and pay horribly. For that reason, they never have enough installers, so they attempt to compensate by overbooking the ones they have. Of course, that makes it even worse as the installer has to spend an extra hour or more per day calling all the customers to give them status, as well as respond to calls from the dispatch office trying to hurry him up (and the irony is totally lost on everyone).

So, yes, call DirecTV and see what they can do. DirecTV is fully responsible for the disaster that is their installation department, and they should be the ones to pay for it, not the individual installers.

[reallyneatgirl]

You need to ask for the On Time Guarantee, but BEFORE you do the reschedule. Its a $100 credit for a missed appointment, but the system does not consider rescheduled to be missed, so it has to be done before. The installation office pays this, by the way, not DTV.

It can be done as soon as the appointment time has passed its window, EVEN if they still get out there that day, as long as its done before the status is changed from past open.

[joe diamond]

You need to ask for the On Time Guarantee, but BEFORE you do the reschedule. Its a $100 credit for a missed appointment, but the system does not consider rescheduled to be missed, so it has to be done before. The installation office pays this, by the way, not DTV.

It can be done as soon as the appointment time has passed its window, EVEN if they still get out there that day, as long as its done before the status is changed from past open.

ON TIME GUARANTEE?

I have never heard of that. Someone thinks that is possible? I have sat in meetings that have run until eleven and then been handed a route with three AM installations (one time). The folks that dream this stuff up should try doing it.

As others have mentioned......there is much smoke and mirrors in the HSP system.

By the way........there is a specific charge back item "NO CALL NO SHOW"
If you call the customer and say when you will arrive you have complied with this idiot scheme. So when a tech calls a customer at 9AM and says it will be after dark when I arrive in your town, see you at 7 PM that is considered good service.

Go figure

Joe

[lamotte]

i also had the on time quarantee on my movers connection scheduled in late nov and they showed up with only 2 minutes to spare so i was out of my $100.00 credit for mine what a shame as i was looking forward to using there money at best buy for a new hdmi cable

[Mertzen]

You need to ask for the On Time Guarantee, but BEFORE you do the reschedule. Its a $100 credit for a missed appointment, but the system does not consider rescheduled to be missed, so it has to be done before. The installation office pays this, by the way, not DTV.

Which in some cases will try to pass it on to the techs

[reallyneatgirl]

Which in some cases will try to pass it on to the techs

Yes unfortunately that is true.

[tmnc1]

When I called DTV last night to recap what happened they offered me the ontime guarantee. My only reservation is that the CSR said that they 100 bucks is charged to the tech himself. I'm sympathetic with the plight of the techs and don't need a p*ssed off tech doing the rescheduled install.

[LameLefty]

i also had the on time quarantee on my movers connection scheduled in late nov and they showed up with only 2 minutes to spare so i was out of my $100.00 credit for mine what a shame as i was looking forward to using there money at best buy for a new hdmi cable

Next time, skip BB and get that HDMI cable at Monoprice.com for a WHOLE lot less. ;)

[Mertzen]

Next time, skip BB and get that HDMI cable at Monoprice.com for a WHOLE lot less. ;)

Free monster cables for all :hurah::hurah: