View Full Version : Can I pospone after installer arrives?
I am scheduled for a complete install of new dish and 3 new hd dvrs including mrv + internet.
I really want to get at least 1 hr24.
My question is if my installer does not have one can I just tell him/her to come back when they have one in stock and just keep the installation on hold (not cancelled)??? I know I can reschedule but I would like to reschedule when I can be assured of getting at least one hr24??? Would there be a penalty if I did this the day of the install? I am a current customer.
Thanks,
I am scheduled for a complete install of new dish and 3 new hd dvrs including mrv + internet.
I really want to get at least 1 hr24.
My question is if my installer does not have one can I just tell him/her to come back when they have one in stock and just keep the installation on hold (not cancelled)??? I know I can reschedule but I would like to reschedule when I can be assured of getting at least one hr24??? Would there be a penalty if I did this the day of the install? I am a current customer.
Thanks,
Ya get what's on the truck.
You reschedule the job too many times and it is likely going to get canceled because it's easier on the local offices numbers to go ahead and cancel it than keep getting it rescheduled.
your also going to get a bad rep at the office when the WO shows up with more than 1 reschedule of it with tech onsite.
Ya get what's on the truck.
You reschedule the job too many times and it is likely going to get canceled because it's easier on the local offices numbers to go ahead and cancel it than keep getting it rescheduled.
your also going to get a bad rep at the office when the WO shows up with more than 1 reschedule of it with tech onsite.
I was not planning on rescheduling the job many times.
If they call me before the install I can ask if they have an hr24 and then if they do not then I can just ask if they can wait and do my installation when they have one in stock. I am willing to wait until they have one in stock (assuming they do not now have one).
My question really pertained to a situation where they did not call the day before the install and I could not ask them about the hr24 and had to wait until they showed up.
Are you an installer?? If so could you tell me if there is any penalty in just asking them to wait and do the install when they have an hr24 in stock?
Thanks for your help.
BattleZone
05-28-10, 08:53 PM
The penalty is that they *might* reschedule once, but that in no way increases your chances of getting a 24-series. And they can't just leave the job in limbo; you have to agree on a specific date or they have to cancel the job.
As I've said a million times, if you want a specific receiver, you need to order from a local retailer. If you call DirecTV, you get what you get. Their system is designed to discourage what you're trying to do. Rescheduling, especially the day of, wastes a lot of peoples' time and money.
hilmar2k
05-28-10, 08:55 PM
It's bad form to get the installer all the way out there only to send him away because he doesn't have the receiver you want. Man up and buy it yourself if you want to be assured a specific model. It's not fair to the installer the other way.
mcbeevee
05-29-10, 07:21 AM
Getting a new HR24 online for $199 (or less) is a bargain compared to paying $299 for the HR20 3.5 years ago!
:)
joe diamond
05-29-10, 07:27 PM
On my last HSP (Home Service Provider) gig I discovered the recorder the customer had ordered had been removed from my truck by an office wonk because it had to be in the office for inventory.
I arrived to install the specific box. It was missing. The job got rescheduled three weeks out.
Customers do not get penalties. Installers get penalties.
Joe
It's bad form to get the installer all the way out there only to send him away because he doesn't have the receiver you want. Man up and buy it yourself if you want to be assured a specific model. It's not fair to the installer the other way.
It's also not fair to the customer to sign a contract potentially worth thousands of dollars to DirecTV, pay lease fees for the boxes and not even be able to pick out what equipment you want. In my opinion you have every right to refuse an install if you are not getting what you want.
You can defend DTV all you want but I have seen them giving customers refurb boxes and charging customers full price with a contract. Totally unacceptable.
I understand it may not be the installers fault and he might be caught in the middle but what else can you do? DTV won't let you request a certain model and maybe they should star accommodating the very small % of customers who want certain equipment.
DTV's policy on equipment is outrageous and needs to be completely rewritten.
Imagine people buying an iphone at at&t and at&t gets to send you whatever they want. Could be a refurb, could be a 3G, could be an old generation, who knows - a total crap shoot. Not only that, imagine if they ask you for the phone back when your all done. I can't think of any other big company that has such a stupid policy when it comes to equipment.
You think I'm wrong? Take a look at the BBB record of DirecTV.
Here is a Direct description of DirecTV from the BBB
"We strongly question the company’s reliability for reasons such as that they have failed to respond to complaints, their advertising is grossly misleading, they are not in compliance with the law’s licensing or registration requirements, their complaints contain especially serious allegations, or the company’s industry is known for its fraudulent business practices."
I understand you can't make everyone happy, but an F rating?
I think DirecTV has an excellent product, but something I am not happy with is how they handle there equipment policy.
davring
05-31-10, 01:24 PM
Most customers, except for the few here, have no idea there is more than one model DVR.
Most customers, except for the few here, have no idea there is more than one model DVR.
Exactly, so for the few people that want a certain model just give it to them! I'm not saying they need to ask you, but if a customer makes a request then give it to them. It's such a small %.
Carl Spock
05-31-10, 01:51 PM
Exactly, so for the few people that want a certain model just give it to them! I'm not saying they need to ask you, but if a customer makes a request then give it to them. It's such a small %.
So, Sim-X, you think the system should be rigged in your favor over the normal Joe customer?
If you don't ask, you get whatever DVR is on the top of the stack, from a HR24 to a HR20-100 refurb. If you ask, you get the best. Yeah, that sounds fair. :rolleyes:
If you want a HR24, go get one. They're only $199.
So, Sim-X, you think the system should be rigged in your favor over the normal Joe customer?
If you don't ask, you get whatever DVR is on the top of the stack, from a HR24 to a HR20-100 refurb. If you ask, you get the best. Yeah, that sounds fair. :rolleyes:
If you want a HR24, go get one. They're only $199.
Rigged? Did you not read my post at all? Who said anything about rigged? Most people DO NOT CARE about what model they get. So for the very few people that ask, give them the model they want. How is that rigged? The normal joe customer could care less what model they get. If they take the time to pick out a model, just give it to them. I think anyone that asks for a certain model should be given that model. It's not like DTV gives them away, you are still paying for it. How is asking for a certain model rigging it in my favor? I didn't say just give me the model I ask for, anyone that asks for a certain model should get it. You make no sense at all.
Carl Spock
05-31-10, 02:20 PM
No, it's your elitist attitude - you deserve the best and the masses don't - that is wrong.
No, it's your elitist attitude - you deserve the best and the masses don't - that is wrong.
What part of most people don't care don't you get? All I said is anyone who asks for a certain model should get it. If it's me, you, the OP, whoever. If they request an HR24 AND THEY ARE PAYING LEASE FEE's for it, they should get it. All I am saying is the very small % of people that ask for a certain model should get it. I never said I deserve the best and you don't. If you request it, you should get it. Should be the rule for EVERYONE, not just me.
Carl Spock
05-31-10, 02:49 PM
So you and I should get a HR24 but not those folks who aren't smart enough to ask for one? Maybe the rule should be only those who are readers of DBSTalk get a HR24. They're the most informed folks out there. Yes, that's the ticket. All the members of DBSTalk get HR24s when they upgrade. I like that plan. 100% of the initial rollout of HR24s should go to us. :rolleyes:
DirecTV has given you a perfectly reasonable pathway to get a HR24. Spend $199. If you want to be guaranteed the best, you pay the premium. Now that's fair.
IMHO, you ask for it and get it or you pay $199 and get it. It's your choice. Whats the big deal?
Herdfan
05-31-10, 03:37 PM
Getting a new HR24 online for $199 (or less) is a bargain compared to paying $299 for the HR20 3.5 years ago!:)
Or $949 for an HR10 the month they came out. :)
Would anyone really try and ask a cable company for a specific box?
So you and I should get a HR24 but not those folks who aren't smart enough to ask for one? Maybe the rule should be only those who are readers of DBSTalk get a HR24. They're the most informed folks out there. Yes, that's the ticket. All the members of DBSTalk get HR24s when they upgrade. I like that plan. 100% of the initial rollout of HR24s should go to us. :rolleyes:
DirecTV has given you a perfectly reasonable pathway to get a HR24. Spend $199. If you want to be guaranteed the best, you pay the premium. Now that's fair.
It's absolutely pointless to keep talking to you. If I keep talking to you I will end up banging my head against the wall all night long because your not being logical at all. You take what I say and twist it.
Do you work for DirecTV? If you don't maybe you should consider applying. You would be excellent at helping them maintain the wonderful F rating they have with the BBB. You seem to love DTV's policy so much you would fit right in. Hey maybe you could even pull HR24's from online retailers that way everyone gets to be surprised with what model they get!
Or $949 for an HR10 the month they came out. :)
Would anyone really try and ask a cable company for a specific box?
Yes when I had comcast and my area got the new DCX3400's. I got 2 of my HD-DVR's swapped NO QUESTIONS asked. Even had a tech swap them out for me. No charges, no questions, no problems. You could bring in a box to the distribution center at any time, for any reason and walk out with a new box. Now if they were out of stock of something you couldn't get it, but it was always ok to ask and they were more than cool about it. Just happens that comcast sucks for HD but there equipment policy was fantastic. Mr. Spock who should be the most logical person here some how can't understand the idea of letting a customer pick out a certain model. He thinks it is rather "illogical" for that matter.
Stuart Sweet
05-31-10, 04:43 PM
OK, ok, stop. Both of you.
I agree, in a perfect world it would be great for you to get an HR24 if you want one. In fact, you can. Just go to solidsignal.com. But if you want the installer to bring one, you get what you get.
That may not be fair but it is the fact, as of today, May 31 2010.
None of that has to do one whit with accusations flying back and forth of elitism and favoritism. Those should stop, now.
joe diamond
05-31-10, 06:34 PM
OK, ok, stop. Both of you.
I agree, in a perfect world it would be great for you to get an HR24 if you want one. In fact, you can. Just go to solidsignal.com. But if you want the installer to bring one, you get what you get.
That may not be fair but it is the fact, as of today, May 31 2010.
None of that has to do one whit with accusations flying back and forth of elitism and favoritism. Those should stop, now.
+1
What Stewart said!
In the glory days we asked..."color or black & white?" After the trials and the burnings it was proved that color picture without an antenna that looked like the cross of...you know who....was not "of the devil." So we moved on.
But, if I have to stop this car one more time for you two...!
Joe
Shades228
05-31-10, 09:34 PM
DirecTV should pull a page from apple. Charge a higher price for that specific model and not allow any discounts or promotions for it. If they charged $499 for this specific receiver as a lease and guaranteed it I bet people would sing a different song. Because a company doesn't care about model numbers you get what you get. If people want something specific then nothing is stopping you is it. You just have to pay to get what you want if it's above and beyond what their business practice is. If you don't like their business practice than find another company that might be suitable to your needs.
I've been going round and round for the last two weeks with DTV about their policy regarding equipment choice. I got an unexpected call from one of their people last Friday evening explaining the situation. According to her their ordering sytem for services and equipment does not have any provision for specifying equipment model. There is no way they can do this so the company line is you get what you get. While I agree this is a ridiculous policy the only way to change it (perhaps) is to pressure them endlessly.
She told me I would be surprised at the number of people who want to get a specific model and while she didn't give me numbers I assumed it was quite a few people. Her suggestion was to obtain the equipment from a local retailer.
Just for fun I popped down to my local Best Buy to see what they had. Would you be surprised to know they had absolutely zero DirecTV equipment in stock. Their suggestion was to call DirecTV and order it that way. So now I have a local retailer suggesting I order from the web site and DTV suggesting I use a local retailer. Pretty amazing huh?
I think my next step will be to track down an installer when I see a truck in our neighborhood and offer him a huge tip to fix me up. Personally I think DTV is in violation of the Deceptive Trade Practices Act but my pockets aren't deep enough to hire a really good attorney to smack them around a bit.
hilmar2k
06-01-10, 12:19 PM
Just for fun I popped down to my local Best Buy to see what they had. Would you be surprised to know they had absolutely zero DirecTV equipment in stock. Their suggestion was to call DirecTV and order it that way. So now I have a local retailer suggesting I order from the web site and DTV suggesting I use a local retailer. Pretty amazing huh?
Very few local retailers still carry DIRECTV equipment. Online seems to be the best way to obtain a specific mode.
I think my next step will be to track down an installer when I see a truck in our neighborhood and offer him a huge tip to fix me up. Personally I think DTV is in violation of the Deceptive Trade Practices Act but my pockets aren't deep enough to hire a really good attorney to smack them around a bit.
Huh? In what way are their practices deceptive?
Shades228
06-01-10, 12:30 PM
I've been going round and round for the last two weeks with DTV about their policy regarding equipment choice. I got an unexpected call from one of their people last Friday evening explaining the situation. According to her their ordering sytem for services and equipment does not have any provision for specifying equipment model. There is no way they can do this so the company line is you get what you get. While I agree this is a ridiculous policy the only way to change it (perhaps) is to pressure them endlessly.
She told me I would be surprised at the number of people who want to get a specific model and while she didn't give me numbers I assumed it was quite a few people. Her suggestion was to obtain the equipment from a local retailer.
Just for fun I popped down to my local Best Buy to see what they had. Would you be surprised to know they had absolutely zero DirecTV equipment in stock. Their suggestion was to call DirecTV and order it that way. So now I have a local retailer suggesting I order from the web site and DTV suggesting I use a local retailer. Pretty amazing huh?
I think my next step will be to track down an installer when I see a truck in our neighborhood and offer him a huge tip to fix me up. Personally I think DTV is in violation of the Deceptive Trade Practices Act but my pockets aren't deep enough to hire a really good attorney to smack them around a bit.
If you did some reading on here you would have seen that big box stores no longer carry equipment.
Even if 180k people called in and requested a specific receiver that is less than 1% of their customer base. It's not enough to justify a cost of revamping an entire ordering/distro process.
You can order one right now through overstock last I checked for cheaper than the lease price that DirecTV has them listed for. If you're getting a discount though than you get what you get.
Very few local retailers still carry DIRECTV equipment. Online seems to be the best way to obtain a specific mode.
Huh? In what way are their practices deceptive?
I think if you look at the Deceptive Trade Practices Act you will find the statute somewhat broad in an attempt to protect the public. The consumer doesn't have to prove the company has intent to deceive only that a deception occured even if the company isn't aware of the issue. Without going into all the specifics in this case my interpretation is DTV is advertising something they may not deliver. They are also telling us all their DVR's have the same funtionality which they clearly do from a very basic standpoint of the uneducated consumer. However, there are relevant differences and at least in my opinion you can't advertise the latest and greatest technology and deliver a 2 or 3 year old product with these differences.
Do you beleive the wireless services who advertise unlimited data plans are being deceptive? I think consumer feedback from this example will completely change how data plans are marketed.
DTV is a business model that is decades old and conceived when the market was very differerent. These days consumers are more educated and want more choices as is evident from all the different services now available. Failure to address these differences will result in market share loss and/or disgruntled consumers. It wouldn't cost them a dime to give users who want a specific receiver a choice. It could be specified in the note to the installer which I've been told they ignore anyway.
Which is better for the company - a consumer who gets what he wants and pays for and is happy with the transaction or a consumer who pisses and moans on this or other boards about how stupid their policies are and how he got screwed by DTV. And the cost for this difference is a miniscule amount of customer service they tout on their web site. Oops, I guess they are being deceptive about their excellent customer service too.
Shades228
06-02-10, 07:32 AM
I think if you look at the Deceptive Trade Practices Act you will find the statute somewhat broad in an attempt to protect the public. The consumer doesn't have to prove the company has intent to deceive only that a deception occured even if the company isn't aware of the issue. Without going into all the specifics in this case my interpretation is DTV is advertising something they may not deliver. They are also telling us all their DVR's have the same funtionality which they clearly do from a very basic standpoint of the uneducated consumer. However, there are relevant differences and at least in my opinion you can't advertise the latest and greatest technology and deliver a 2 or 3 year old product with these differences.
Do you beleive the wireless services who advertise unlimited data plans are being deceptive? I think consumer feedback from this example will completely change how data plans are marketed.
DTV is a business model that is decades old and conceived when the market was very differerent. These days consumers are more educated and want more choices as is evident from all the different services now available. Failure to address these differences will result in market share loss and/or disgruntled consumers. It wouldn't cost them a dime to give users who want a specific receiver a choice. It could be specified in the note to the installer which I've been told they ignore anyway.
Which is better for the company - a consumer who gets what he wants and pays for and is happy with the transaction or a consumer who pisses and moans on this or other boards about how stupid their policies are and how he got screwed by DTV. And the cost for this difference is a miniscule amount of customer service they tout on their web site. Oops, I guess they are being deceptive about their excellent customer service too.
If they charged differently for models you would have a point. They do not though and you have other options. However at this point you're just ranting so I really won't go into why it's not how you say it is.
snowcat
06-02-10, 08:15 AM
Would anyone really try and ask a cable company for a specific box?
At least with the cable company, you can get the latest box at any time for no cost (at least with Comcast).
I did that several times back when I was on cable. I just went to the office, turned in my old receivers, and got whatever was newest. Though, that's really the only thing I miss about cable. ;)
swillotter
06-02-10, 07:55 PM
i really dont think th 24,s are tat great. no digital audio output. glitchy already replaced 2 in the last week on service calls
Carl Spock
06-02-10, 09:46 PM
I'll (mod redacted) just say the first run of any new product will have the most failures. There's nothing like making a couple of thousand of something to find out how it can mess up.
And in this case, with the new installation procedures for DECA and SWiM, I bet most of the failures are really installation problems. I'd love to know the number of units that are No Problem Found. I bet it's over 50%.
Especially if you had two bad, I'd bet real money that the ultimate problem here is installation.
hilmar2k
06-03-10, 05:52 AM
i really dont think th 24,s are tat great. no digital audio output.
Uh, wrong.
I am the one who originally posted this question.
I had my install yesterday, and when the installer called me the night before I asked him about the receivers. He said he would be bring 3 HR24s and that I was not out of line asking for them and have every right (within reason) to have the latest DVR that Directv offers and if he did not have them he would have let me hold my installation until they were in stock.
He added that since I was getting all new equipment it was like a new install and nothing was being upgraded. If I had older compatible (MRV) DVRs they would not have been swapped out, just deca added.
He did an excellent job and everything works great.
hilmar2k
06-03-10, 10:34 AM
I am the one who originally posted this question.
I had my install yesterday, and when the installer called me the night before I asked him about the receivers. He said he would be bring 3 HR24s and that I was not out of line asking for them and have every right (within reason) to have the latest DVR that Directv offers and if he did not have them he would have let me hold my installation until they were in stock.
He added that since I was getting all new equipment it was like a new install and nothing was being upgraded. If I had older compatible (MRV) DVRs they would not have been swapped out, just deca added.
He did an excellent job and everything works great.
Great news!!
Sounds like your installer is wanting that "10" rating on your customer sat. survey. I bet if he didn't have the equipment he'd sing a different tune. I have also told customers what they want to hear for the same reasons. The fact is, once your job is scheduled, that install is figured into the routes for everyone in the area for that day. I reschedule a 4 box install because you don't like the equipment I have on hand, thats money I've lost. Besides all the things I supposed to do for free anyway on service calls and whatnot, I'm not happy about losing money. And once I show up at your house, as long as you have line of sight and there are no install problems, you get what I have on hand. If I have 2 HR24's on the truck I just recieved and 2 HR20's that are 2 weeks old, you get the HR20's. I don't see what the big deal is. Besides a few minor advantages and the looks, the internal programming is identical. I think most of it is customers that want to boast about what kind of equipment they have. As I noticed it didn't take you long to change your equipment on this forum. (3 HR24-500, SWM, MRV + Internet )
Sounds like your installer is wanting that "10" rating on your customer sat. survey. I bet if he didn't have the equipment he'd sing a different tune. I have also told customers what they want to hear for the same reasons. The fact is, once your job is scheduled, that install is figured into the routes for everyone in the area for that day. I reschedule a 4 box install because you don't like the equipment I have on hand, thats money I've lost. Besides all the things I supposed to do for free anyway on service calls and whatnot, I'm not happy about losing money. And once I show up at your house, as long as you have line of sight and there are no install problems, you get what I have on hand. If I have 2 HR24's on the truck I just recieved and 2 HR20's that are 2 weeks old, you get the HR20's. I don't see what the big deal is. Besides a few minor advantages and the looks, the internal programming is identical. I think most of it is customers that want to boast about what kind of equipment they have. As I noticed it didn't take you long to change your equipment on this forum. (3 HR24-500, SWM, MRV + Internet )
Glad you aren't installing in my area. Your comment about why people want a specific piece of equipment is laughable. Boasting about equipment - you're kidding, right?
People on this forum want specific equipment becasue of the "minor advantages" and looks. It just so happens these items are important to some people. I'm sure most of your customers don't know the difference and that's fine. But some of us do and we want a specific model because of that. Why does DTV introduce new models if they are all the same anyway?
I understand, but D* does not advertise model numbers. They have pictures of the front of the HR24's but no mention of the model number. They also don't advertise the advantages of having an HR24, they only advertise features and capabilities. And that is the way it is passed down to us. Just a generic label of HDDVR. D*, the HSP's, and their warehouses don't care what models they are. I don't even know how long the HR24's have been installed because I've never seen one. The best HDDVR I have is an HR22, and of course, it is refurbished. Thats the way it is. The installer is there for the paycheck in the end. Yes, I also do sometimes go out of my way for an especially nice customer, but the paycheck is my only true goal. Now, to keep the paycheck coming, I need to maintain certain performance scores, one being my completion rate. Along with the orders that are cancelled before I make my morning pre-calls, the no LOS installs that are cancelled, and the resceduled orders for whatever reason, I need to complete every job that is physically able to be completed. I have 6 years experience installing D*, with around 6000 completed jobs under my tech number. I keep around 97% customer sat rate, but let my numbers sink and I am looking for another job. The HSp's only care about the numbers, because D* only cares about the numbers. So therfore, my first priority is the numbers. Don't get me wrong, man, If I was your installer you'd have no problem with me, but I wouldn't just automatically reschedule you job solely for equipment model.
Glad you aren't installing in my area. Your comment about why people want a specific piece of equipment is laughable. Boasting about equipment - you're kidding, right?
People on this forum want specific equipment becasue of the "minor advantages" and looks. It just so happens these items are important to some people. I'm sure most of your customers don't know the difference and that's fine. But some of us do and we want a specific model because of that. Why does DTV introduce new models if they are all the same anyway?
Directv does have a method to satisfy people that know exactly what they want, and want exactly what they want not what the installer is willing or able to give them. It's called private dealers.
If you want to play in the kiddie pool, with the FREE, or heavily subsidized installation, you play by directv's rules.
If you don't like the rules in the kiddie pool and want to be the boss and get exactly what you want, where you want it with the model numbers you want, you don't get to play in the kiddie pool and you get to pay whatever it costs for that dealer to get you what you want.
it's quite simple really, in order for D* to give you the IRD, and have it installed costs quite a bit more that 199, and or 199 + 50 installation. In order to come even close to breaking even on costs with even a 2 year contract with the new IRD, D* has had to structure the installs a specific way. That includes the limitations on what the installer will do for free, and the supply chain that only has 2 types of HDDVR. One IRD HDDVR and one IRD HDDVR ATSC. it's really that simple. HR 20's are ATSC, and 20, 21, 22, 23 and 24's are HDDVR.
So, simply, pay to play in the big boy pool, or play in the kiddie pool for free.
(* for completeness, I am going to mention that I omitted the 3rd type of HDDVR, HDDVR IP as it's only used in very limited situations none of which are residential installs)
Mr Deal HD
06-05-10, 06:24 AM
I guess you forgot the fact that we DO NOT OWN our receivers therefore we have no choice on which receiver we get unless u get it from a local retailer...
It's also not fair to the customer to sign a contract potentially worth thousands of dollars to DirecTV, pay lease fees for the boxes and not even be able to pick out what equipment you want. In my opinion you have every right to refuse an install if you are not getting what you want.
You can defend DTV all you want but I have seen them giving customers refurb boxes and charging customers full price with a contract. Totally unacceptable.
I understand it may not be the installers fault and he might be caught in the middle but what else can you do? DTV won't let you request a certain model and maybe they should star accommodating the very small % of customers who want certain equipment.
DTV's policy on equipment is outrageous and needs to be completely rewritten.
Imagine people buying an iphone at at&t and at&t gets to send you whatever they want. Could be a refurb, could be a 3G, could be an old generation, who knows - a total crap shoot. Not only that, imagine if they ask you for the phone back when your all done. I can't think of any other big company that has such a stupid policy when it comes to equipment.
You think I'm wrong? Take a look at the BBB record of DirecTV.
Here is a Direct description of DirecTV from the BBB
"We strongly question the company’s reliability for reasons such as that they have failed to respond to complaints, their advertising is grossly misleading, they are not in compliance with the law’s licensing or registration requirements, their complaints contain especially serious allegations, or the company’s industry is known for its fraudulent business practices."
I understand you can't make everyone happy, but an F rating?
I think DirecTV has an excellent product, but something I am not happy with is how they handle there equipment policy.
Greg4050
06-10-10, 08:17 AM
I'm new here, but I've been a DirecTV customer since '96. I would like to remind any installer posting on here as saying they are "only after the paycheck" that said paycheck doesnt get cut w/o happy customers.
If DirecTV loses their Sunday Ticket monopoly, they will start paying for their customer service short comings. The fact that they cant let you pick WHICH model of receiver you are going to subsidize is laughable. Its something they need to fix. I currently have an install request for upgrades and have also purchased a receiver of my choice on my own, but the DirecTV CSR could not put the receiver I have on the install ticket and said I would have to make another appt after my upgrade is completed. So if I get an installer that is only in it for the paycheck and sticking to what is on the ticket, I'll have to take off from work a second time?
As for wanting the most current model when upgrading? I consider it future proofing. I dont want to be paying $200 every few years for a unit I dont even own. When I put my hard earned money into something, I like having the comfort that I will be able to get MANY years out of it. And lets not forget that any equipment upgrades they do "give" you arent free. As soon as you accept delivery, you are locked in for another 12-24 months.
Newshawk
06-10-10, 09:04 AM
My question is if my installer does not have one can I just tell him/her to come back when they have one in stock and just keep the installation on hold (not cancelled)???
Even in areas that have DirecTV Home Services as their provider, installs will often be done by contractors (I know my WHDS upgrade was). With that said, let me ask you this. Would you like to use your own gas to drive to a customer's house only to be told at the door that just because you don't have the "latest and greatest" you won't get paid X amount of money today? These installers don't get paid if they don't get a signed completion form.
Newshawk
06-10-10, 09:10 AM
At least with the cable company, you can get the latest box at any time for no cost (at least with Comcast).
I did that several times back when I was on cable. I just went to the office, turned in my old receivers, and got whatever was newest. Though, that's really the only thing I miss about cable. ;)
How did you know it was "the newest"? I used to work at a cable company. There was a room above the warehouse where a couple of techs worked on repairing/refurbishing STBs all day. The room was filled with racks of boxes. Every day, every installer went up there and got what they needed to restock their trucks. I can't think of any time where I saw "Refurbished" stickers on the boxes. The cable company treated them as their own property and didn't bother telling you the box's status. I doubt that has changed any today.
Greg4050
06-10-10, 11:46 AM
>>Newshawk,
As I (like most people) do not work from home, I am losing much more than your gas money to drive out to my house by being at home waiting for you to make your 4 hour window. I understand you are a third party.
My initial post was simply my feedback as a customer about what I could see in the choices availible to me. I already have Comcast in the house for the computers and I could have them hook me up to HD for "free". (I'm sure they are making money off the additional monthly fee I'd be paying.) Again, I would have done this long ago if not for the Sunday ticket.
The general tone of the comments from installers on this thread is shocking. I had no idea I was "in the kiddie pool." How are we to even find out that other methods of getting DirecTV installed exist? And how is it fair to be told by the CSRs that only new customers qualify for a "free" install of a swm compatible dish given that it is now the recommended install for the connected home package?
Since '96 I've never gotten any "free" equipment from DTV and did my own installs. Does it seem wrong that in exchange for paying over $100/month I ask them to upgrade the dish? (vs leaving them for Comcast) And after this upgrade they will be able to charge me an additional $10/ month for HD and $3/month for the ability to watch recordings from any room? (Something the competition doesnt charge separately for?)
I can tell you that if one of my long term customers came to me before going to a competitor, I'd be grateful for the chance to keep them happy.
I have never canceled a service appointment however if I were to do so when the truck arrived and I was canceling because the truck didn't have the specific DVR or receiver that I wanted I would tip the driver $30.00 or so to make up for his lost income.
That is just me but I don't want to cost the installer money in that situation and who knows, good karma might pay off in the future.
I currently have an install request for upgrades and have also purchased a receiver of my choice on my own, but the DirecTV CSR could not put the receiver I have on the install ticket and said I would have to make another appt after my upgrade is completed. So if I get an installer that is only in it for the paycheck and sticking to what is on the ticket, I'll have to take off from work a second time?
Yes. The only way to avoid another appt. is to pay the installer cash to install that reciever. The usual charge is $50 per reciever. That is unless you need a different multi-switch or SWM splitter, then you would have to pay him for that as well. You might try to get a work order change done after he arrives, but D* will most likely charge you the same amount. As the installers, we are only responsible for what is on the work order. Any additional work to be done is the same as if I was walking down the street and you ask me to come to your house and install it for you.
Check out D*'s approved custom charges, if you like, here ...... http://forums.directv.com/pe/RepositoryFileDownloadServlet/10699150/DIRECTV%20Custom%20Rate%20Charges%20effective%202-1-2009[1].pdf
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