Last time I refer a friend!

[ralphfurley]

So I finally convince my friend to switch to Directv. Ordered last Tues for install on Thurs. Mentioned need for SWM due to prewiring/lack of outside wall. No problem said D direct sales and retention.

Thursday comes and installer says no SWM on work order. Quick call to D, they say tell him to call his supervisor. Installer scoffs, says its going to rain etc. Reschedule for Mon.

Get automated call on Sat. Call says we haven't rescheduled. Um, yes we did. Talk to retention in Alabama ( waste o time) and Idaho. They say it will be noted on work order to bring slimline; they just cant place it on order themselves. the tech makes determination if Slim/swm needed. Tech made that call on Thursday.

Installer comes out today. he has the slim/swm, but not the receiver; he will go pick one up. He calls 30mins later. No receiver, and nothing on work order so cancel order and reschedule with D because only D cant place it on work order.

He calls D retention. They say they cant put equip on the work order. They have no way to contact Mastec( installer) and all they can do is note account and reschedule. See a pattern here?

So friend has wasted two days and you want him to cross fingers and try for a third day?

Call installer back; find out that problem is DVR for bedroom is not swm compatible. Tell him forget that DVR just hook up the HD DVR. So he comes back out.

Success? Not quite. He notices that previous installer "activated" the HD DVR that never left his truck. He cant proceed with active box; need to call D and reschedule. Get retention on phone. they talk to installer. He leaves. Retention says they will send priority email to installer and get back to us in 20mins. that was 45mins ago. It has me soooo steamed. I had bragged how great Directv customer service was for years. UGH.

[Shades228]

Sorry to hear about the problems. The problem is you're wanting specific types of equipment and DirecTV does not guarantee it. It sounds like the installer could have completed it but you wanted SWM.

[evan_s]

I'm sorry to hear about the troubles but as was mentioned you can not request specific installation options. Reps will tell you otherwise and will say they will put notes on the account etc but it just ends up causing head aches in the end. Unfortunately this is a cause where a little knowledge is definitely a dangerous thing. The SWM tech is great but it is still limited availability at this point and if you are in a situation where you must have it the best option is a local installer that can guarantee things but you usually won't get a free install from them.

[ralphfurley]

The first tech SWM stated that it was needed, but Directv had to place order. Second Tech had a swm, was ready to install it, but the "activated" HD DVR prevented him from doing install.

After my initial post I called Office of President. Again they cant add to order, just note account and escalate the status.

I'm pissed off to be blunt. Had always bragged about Directv service every time he had to deal with Comcast or ATT.

Doesnt make sense that no one in retention has Mastec's phone number on some sheet so they can call instead of typing a note that nobody seems to read.

So now we have a third install scheduled for Thursday. And since I got him into this mess I will have to make an appearence.

[Stanley Kritzik]

I'm sorry to hear about the troubles but as was mentioned you can not request specific installation options. Reps will tell you otherwise and will say they will put notes on the account etc but it just ends up causing head aches in the end. Unfortunately this is a cause where a little knowledge is definitely a dangerous thing. The SWM tech is great but it is still limited availability at this point and if you are in a situation where you must have it the best option is a local installer that can guarantee things but you usually won't get a free install from them.

Why is SWM "limited availability" after all these years? One can buy a SWM8, for example, from Solid Signal, among others. I've had my SWM8 for TWO YEARS, and that's enough time to ramp up electronics production of anything. As for getting a specific box guaranteed, as we all know, the available boxes can be purchased from SS, Costco, etc. Again, I fail to see why DirecTV makes everything so bloody hard to get done in a customer-centric way. The only reason D* gets away with it is that the cable companies are pathetic, too.

Stan

[evan_s]

Well first of all the SWM-8 is not used for residential installs. It is designed for MDUs. The SWM LNB used for residential installs has not been available for nearly as long. In addition they found out during the winter that a large number of the SWM LNBs were experiencing issues with cold weather and they were pulled from the supply chain.

Ultimately I do think you have a point. The SWM availability is limited because DirecTV wants it to be. We don't know what it costs direct tv but looking at Solid Signal the SWM 3 lnb + PI is 100$ and the standard SL3 lnb is 30 dollars. That is a pretty substantial price difference and when you consider that the SWM LNB also requires newer receivers for SD boxes I can understand why DirecTV doesn't want to spend the additional money for the more expensive LNBs and end up stuck with older receivers it can't redeploy. It is continuing to use both the older style LNBs and older receivers where it makes sense.

As to the ordering system I can understand why they have things setup the way they do. Knowing how to properly pick the parts for a system based on all the various factors isn't all that simple and I'm sure the CSRs would end up screwing it up quite a bit and outside of a limited number of people, like the readers on this forum, most customers aren't going to know the differences between the receivers or care. They also aren't going to know about SWM and what effect it would have on their install to even think of asking for it. Really you are asking them to make a in the way their system operates to accommodate a small number of more informed customers and that would likely increase their costs. It's easy to see why they haven't done so.

I do look forward to the day when the SWM lnb is the standard install for any order including at least 1 dvr but we aren't there yet for various reasons.

[Shades228]

The first tech SWM stated that it was needed, but Directv had to place order. Second Tech had a swm, was ready to install it, but the "activated" HD DVR prevented him from doing install.

After my initial post I called Office of President. Again they cant add to order, just note account and escalate the status.

I'm pissed off to be blunt. Had always bragged about Directv service every time he had to deal with Comcast or ATT.

Doesnt make sense that no one in retention has Mastec's phone number on some sheet so they can call instead of typing a note that nobody seems to read.

So now we have a third install scheduled for Thursday. And since I got him into this mess I will have to make an appearence.


I feel for you as far as the first tech it really sounds like he just didn't want to do any work. SWM are almost never required. I can only think of 1 scenario where it is a must have and even then it can still be done but there might be custom work. All other times it really just comes down to the time it will take vs the customer not wanting to have a line on the outside of their home.

He deffinately messed up by activating equipment before it was installed. Also they can notate the order all they want but if it's not an item on the work order the tech will not install it or they will be responsible for it. It's possible the tech might be able to get it changed based on certain factors but it's not something I would count on.

Hopefully the next appointment will get it resolved.

[spartanstew]

I referred a friend for an install this past Saturday. Installer showed up even though it was raining. Not only did the installation go great, but the installer got rid of a wasps nest in the garage for her and left her his number to come back and connect an additional TV that hadn't been delivered yet. She got the TV this morning, called him and he came back and hauled her heavy SDTV (tube) upstairs for her, connected everything and programmed the remote.

[leww37334]

Sorry to hear about the problems. The problem is you're wanting specific types of equipment and DirecTV does not guarantee it. It sounds like the installer could have completed it but you wanted SWM.

sounds like the guy wanted what Directv promised him. I am not sure how you can blame the customer in this case.

[gdn]

I hope the issues with the LNB on the SWM aren't true - but I'll be honest - not sure I completely understand this - because I'm pretty certain that the dish is the same for either set up? Is it not? If the dish is different - I'll stand corrected. I did have a friend just get an install in rural Texas 3 weeks ago - the house was only wired with single coax - installer had no problem setting them up with an SWM system. Their dish looks just like all the others.

[raoul5788]

I hope the issues with the LNB on the SWM aren't true - but I'll be honest - not sure I completely understand this - because I'm pretty certain that the dish is the same for either set up? Is it not? If the dish is different - I'll stand corrected. I did have a friend just get an install in rural Texas 3 weeks ago - the house was only wired with single coax - installer had no problem setting them up with an SWM system. Their dish looks just like all the others.

The dish is the same, the lnb is different.

[evan_s]

sounds like the guy wanted what Directv promised him. I am not sure how you can blame the customer in this case.

It's a case where a little information is dangerous. Your average customer who has just seen a DirecTV add and decides to sign up wouldn't know about SWM or the different receivers. Only someone who comes to a forum like this would know about these things but they should also know that the CSRs can't specify anything on an installation order to guarantee SWM or a specific receiver. Sure they will promise it but it doesn't happen most of the time.

[CCarncross]

One other thing to consider is that SWM is not part of the standard residential installation. It isnt now and probably wont be for some time if ever. If you want the SWM, its should be an add-on charge, or you buy it yourself. Also lots of installers will not be familiar with how it works if they arent also familiar with MDU setups. There are usually special techs for the MDU's sine they are an entirely different animal.

[RACJ2]

I referred a friend for an install this past Saturday. Installer showed up even though it was raining. Not only did the installation go great, but the installer got rid of a wasps nest in the garage for her and left her his number to come back and connect an additional TV that hadn't been delivered yet. She got the TV this morning, called him and he came back and hauled her heavy SDTV (tube) upstairs for her, connected everything and programmed the remote.Is your friend by any chance, an attractive lady? If so, in my experience they tend to get some extra help.

It's hit or miss with the D* installers. Mine was great and stayed until after 11pm to finish the job. Although he showed up 6+ hours late for the 8am to noon window and it was my third install date. Basically, I went through the same gyrations as ralphfurley's friend, to get a SWMLNB installation, but it was worth it!

[BattleZone]

Why is SWM "limited availability" after all these years? One can buy a SWM8, for example, from Solid Signal, among others. I've had my SWM8 for TWO YEARS, and that's enough time to ramp up electronics production of anything.

All these years?

The SWM8 has been out since, what, Nov of 2007, and the SWM LNBs didn't appear until early 2008, not even 18 months ago. DirecTV does not supply SWM-8s for residential use, and the SWM LNBs have only been in common use for a year.

And DirecTV has rules for who qualifies to get a SWM LNB, and CSRs are not able to override those rules, as the work orders are built by an automated system. CSRs can only order receiver types, and the system builds the rest of the order based on that.

To qualify for a SWM, all of the following must be true:

- NEW customers ONLY
- At least one HD receiver
- 5-8 tuners total
- No International programming

Remember that DirecTV has never adverstized or promised SWM equipment to anyone at the corporate level. Just because *we* know about it doesn't mean that we are entitled to it...

[Lanthom]

[QUOTE=BattleZone;2176339]


To qualify for a SWM, all of the following must be true:

- NEW customers ONLY
- At least one HD receiver
- 5-8 tuners total
- No International programming

QUOTE]

I'm not saying these aren't the normal guidelines but there are exceptions to the rule and this may just depend on the area you are in or inventory levels at the time. I was a mover's connection with 4 tuners (1 HDDVR and 1 SDDVR) and my workorder had SWM on it. Now this was installed in Knoxville so it is possible that it just happened at the time they didn't have any regular LNB's in stock or the HSP I was assigned didn't have any or the system glitched and just liked me, but it can happen outside those guidelines, just don't expect it to.

[RobertE]

To qualify for a SWM, all of the following must be true:

- NEW customers ONLY
- At least one HD receiver
- 5-8 tuners total
- No International programming



I'm not saying these aren't the normal guidelines but there are exceptions to the rule and this may just depend on the area you are in or inventory levels at the time. I was a mover's connection with 4 tuners (1 HDDVR and 1 SDDVR) and my workorder had SWM on it. Now this was installed in Knoxville so it is possible that it just happened at the time they didn't have any regular LNB's in stock or the HSP I was assigned didn't have any or the system glitched and just liked me, but it can happen outside those guidelines, just don't expect it to.

But there in lies the problem.

User "A" comes here asking about getting setup for the first time or moving.
Other users suggest getting a swm
User "A" places his order, makes the request for swm
Tech shows up, since user "A" didn't qualify for a swm, he doesn't get it.
User "A" is now pissed
User "A" posts rant
Others chime in repeating adnausium DirecTvs offical policy on who does and doesn't qualify for a swm.
Yet others come in and say "but I got one"
Policy posted again
User "A" is still pissed.

Lather, rinse, and repeat weekly for reading enjoyment.

I like swm. It makes my life much easier. However, I do think people need to get it through their heads that DirecTv has rules to follow. Granted, some areas are more strict on the rules than others. Some areas are getting the hammer dropped HARD on them for not following rules. So hard in fact that I know techs and supervisors that were fired for not following said rules.

People need to know and understand the limitations that are in place. Manage the expecatations and you end up with a happy result.

[joe diamond]

But there in lies the problem.

User "A" comes here asking about getting setup for the first time or moving.
Other users suggest getting a swm
User "A" places his order, makes the request for swm
Tech shows up, since user "A" didn't qualify for a swm, he doesn't get it.
User "A" is now pissed
User "A" posts rant
Others chime in repeating adnausium DirecTvs offical policy on who does and doesn't qualify for a swm.
Yet others come in and say "but I got one"
Policy posted again
User "A" is still pissed.

Lather, rinse, and repeat weekly for reading enjoyment.

I like swm. It makes my life much easier. However, I do think people need to get it through their heads that DirecTv has rules to follow. Granted, some areas are more strict on the rules than others. Some areas are getting the hammer dropped HARD on them for not following rules. So hard in fact that I know techs and supervisors that were fired for not following said rules.

People need to know and understand the limitations that are in place. Manage the expecatations and you end up with a happy result.

Robert E

Good one.
Someone has to design these systems and it is not going to be new customers and their pals.

However, and don't ya just hate it when someone uses that word,....using DTV and rules in the same sentence is a tough one. DTV would have access to better & more experiences techs IF they even took a little interest in keeping the crooks out of their installation system.

I ring this bell every time I get a chance.

Pay the techs for the installations and they will keep working. Screw 'em and they will be gone. That should be rule one...make sure the techs are paid for good work and promptly fired for bad work.

Joe

[ralphfurley]

Once again the Office of Pres. comes through. Tech came out to my friends house. Installed Slimline/SWM/HR22. even did a pole mount. top notch work. Friend happy. I'm happy. all is well. I can say in confidence that you wouldnt get that response from The Roberts crew at Comcast

[bidger]

I referred a friend for an install this past Saturday. Installer showed up even though it was raining. Not only did the installation go great, but the installer got rid of a wasps nest in the garage for her and left her his number to come back and connect an additional TV that hadn't been delivered yet. She got the TV this morning, called him and he came back and hauled her heavy SDTV (tube) upstairs for her, connected everything and programmed the remote.

I hope your friend showed her appreciation with some monetary dispensation.

[SledDog]

I hope your friend showed her appreciation with some monetary dispensation.

Monetary dispensation... Isn't that what the goverment gave to AIG.:grin:

[bidger]

Same thing, difference being the installer earned it.

[RAD]

But there in lies the problem.

User "A" comes here asking about getting setup for the first time or moving.
Other users suggest getting a swm
User "A" places his order, makes the request for swm
Tech shows up, since user "A" didn't qualify for a swm, he doesn't get it.
User "A" is now pissed
User "A" posts rant
Others chime in repeating adnausium DirecTvs offical policy on who does and doesn't qualify for a swm.
Yet others come in and say "but I got one"
Policy posted again
User "A" is still pissed.

Lather, rinse, and repeat weekly for reading enjoyment.

I like swm. It makes my life much easier. However, I do think people need to get it through their heads that DirecTv has rules to follow. Granted, some areas are more strict on the rules than others. Some areas are getting the hammer dropped HARD on them for not following rules. So hard in fact that I know techs and supervisors that were fired for not following said rules.

People need to know and understand the limitations that are in place. Manage the expecatations and you end up with a happy result.

IMHO the bolded lines are where the problem lies. Customers know about SWM and calls DirecTV asking for it to be used, either for a new install or movers program. The CSR, sales rep, whomever, says no problem I'll put it on the work order and customer is happy.

Day of install shows up and no SWM on the order, it's not the installers fault, it's not the customers fault, it's DirecTV procedures/practices that are the fault. Installer calls his supervisor/manager and gets an OK for the SWM install. Now if someone gets fired over this I'm sorry but it's not the customers fault. They were told by DirecTV that they would get a SWM and have every right to expect one. If there's a problem with setting expecatations it's totally on the DirecTV side of the equation. Have the CSR's stop fibbing about SWM. Document on their web site the rules for getting a SWM so the customer knows what the rules are.

[RobertE]

Most customers only know about SWiMs because people here and other forums talk about them. You won't find any information on DirecTvs site about SWiMs.

As for the CSRs. Some of the stuff they promise at times is just insane. I fully believe they will tell a customer (potential or otherwise) anything they want to hear to make the sale or get them off the phone.

[Movieman]

Once again the Office of Pres. comes through. Tech came out to my friends house. Installed Slimline/SWM/HR22. even did a pole mount. top notch work. Friend happy. I'm happy. all is well. I can say in confidence that you wouldnt get that response from The Roberts crew at Comcast

Glad it worked out. Sorry that you went on that mess. I have referred many friends so far and havent had any issues getting this setup. Seems that in South Florida we are getting a slight exception to the rule. But i do notice that its coming from direct order with D* not through authorized dealers.

[BattleZone]

I fully believe they will tell a customer (potential or otherwise) anything they want to hear to make the sale or get them off the phone.

Some items that CSRs have promised that I'd do for the customer:

- Take down their C-Band dish.
- Run lines into every room (i.e., rooms without receivers)
- Run phone jacks, especially to rooms without receivers.
- Give them wireless phone jacks (that I have to buy).
- Go to their old house and take down their old dish. In one case, the old house was in another state.
- Install their TV (i.e., hang their flat panel and wall fish the custom cables I would provide) as part of their sat install.
- Get their in-motion sat dish working.
- Connect their receiver to the Internet (the customer expected me to provide a free wireless solution).
- Trim their tree (60' tall tree; customer wanted branches trimmed that were 30'+ feet in the air because they didn't want their dish moved where it might be visible).

... and I'm sure there were others.

Installers constantly have to deliver the "bad news" that whatever it was that someone else promised that the installer would do isn't going to happen. We're always the bad guy.

[avmaster]

Some items that CSRs have promised that I'd do for the customer:

- Take down their C-Band dish.
- Run lines into every room (i.e., rooms without receivers)
- Run phone jacks, especially to rooms without receivers.
- Give them wireless phone jacks (that I have to buy).
- Go to their old house and take down their old dish. In one case, the old house was in another state.
- Install their TV (i.e., hang their flat panel and wall fish the custom cables I would provide) as part of their sat install.
- Get their in-motion sat dish working.
- Connect their receiver to the Internet (the customer expected me to provide a free wireless solution).
- Trim their tree (60' tall tree; customer wanted branches trimmed that were 30'+ feet in the air because they didn't want their dish moved where it might be visible).

... and I'm sure there were others.

Installers constantly have to deliver the "bad news" that whatever it was that someone else promised that the installer would do isn't going to happen. We're always the bad guy.


LOL!! Most of the CSR's dont even know what a c-band dish is. Yup CSR's are sometimes the idiot who lights the match up under a huge pain in the ass. Then of course, customers lie. They might have failed to mention that thier dish was 10 feet wide and weighed 300lbs. There is a whole bunch of people trying to get something extra for free from the techs. They don't realize we do what we get paid to do, can't tack on an extra 10 hours worth of stuff and then bitch about it not being free.

Its almost like taking your car in to get the oil changed and then expect to have your transmission rebuilt for free. haha.

[NR4P]

I've referred lots of folks without headaches.
Let the installer install standard systems, even without SWM's.
Let the installer run two new RG6 cables for any DVR if that's what they want to do.
Then if the SWM is important buy it later and upgrade the system yourself.

My reasoning is that I'd gladly let an installer run new cables at Directv's cost. That is a major headache. Then for the cost of buying the SWM yourself and just adding it later, you end up with extra RG6 cable to the DVR's for future use. You might want an OTA antenna on it's own line without Diplexing it (recommended).

The cost of a SWM8 is much less than running extra cables and sweating up in the attic with drill's on your own later. My 2cents.