wrong hardware on work order

[wistex]

It was like a comedy routine at my house this morning ...

A pair of directv guys showed up at my house this morning wanting to do my installation that I scheduled 4 weeks ago. The work order showed "adding two outlets" to my setup.

When I scheduled the installation, I told them that I already had the HR20, HD DVR, and would only be requiring the new dish, the AT9 with 5 LNBs. They showed up with the 3 LNB only good for HD, not HD DVR. I think I called that "ridiculous."

I said I had the HR20 and one guy looks at the other and asks, "Is that the DVR one?" Yikes. At that point, I had to ask more questions just to make sure they really knew what they were doing. I probably came across as arrogant, but well, I probably know as much, if not more, about all this dtv stuff as they do. I had such a hard time explaining that four cables are supposed to come out of the AT9 and into the house. I have a single LNB with two cables currently so that means I need two more. The 4 - 2 = 2 thing was clear as mud, apparently.

As I was speaking with a DTV CSR, they just drove off. Which is ok, I guess, since they didn't have my hardware, but it was still awkward. Eventually, I spoke with customer retention and I'm set up for March 30th now. They're giving me Cinemax free for 3 months, which is ok I guess, but I doubt I'll be watching much of it. CustRet said there have been MANY erroneous work orders lately so my advice would be to call in advance of the installation to make you will be getting ALL the hardware you need.

So that's my experience today. I'll let you know how the next one goes.

[HDTVsportsfan]

They showed up with the 3 LNB only good for HD, not HD DVR. I think I called that "ridiculous."

I understand what you are trying to say, but the above statement is confusing. Is that what you meant to say.

Anyway, I'm splitting hairs.

Sorry you had some problems. At least D8 offered up something. It sounds like it's just as well they left.

Good luck on the next one.

[Scott J]

Welcome to the DirecTV upgrade experience. Unfortunatley getting a knowledgeable installer with extra equipment to troubleshoot issues is a common problem. Even if you tell the CSR what you need and ask to have it outlined in the work log there is a good chance the installer will show up unprepared. This happen to me multiple times, five and potentially still counting if I become a subscriber again. Patience, patience and more patience. And yes, you do know more than the installer. Good luck.

[wistex]

I just wish installers would come prepared. Such as:

two 3x5
two 5x8
two diplexers
500 foot spool of coax
standard tools
single LNB
triple LNB
5 LNB
R15
HR20
H20
ANY additional hardware SPECIFICALLY requested on the work order.

They have a decent sized truck. Not hard to have this hardware on hand so they can complete each and every installation, even if something changes. It's just good sense.

Also, to explain from my original post, I just told them it was ridiculous that they had the wrong work order and that they didn't have any spare hardware with them. And I was frustrated that the one guy didn't know the HR20 was a DVR.

[AlbertZeroK]

I just wish installers would come prepared. Such as:

two 3x5
two 5x8
two diplexers
500 foot spool of coax
standard tools
single LNB
triple LNB
5 LNB
R15
HR20
H20
ANY additional hardware SPECIFICALLY requested on the work order.

They have a decent sized truck. Not hard to have this hardware on hand so they can complete each and every installation, even if something changes. It's just good sense.

Also, to explain from my original post, I just told them it was ridiculous that they had the wrong work order and that they didn't have any spare hardware with them. And I was frustrated that the one guy didn't know the HR20 was a DVR.


I'm sure there are alot of theft issues with doing that.

If you want your install to go the best, you have to talk with a supervisor at the installation company. And here's a hint, if you blame DirecTV for the mess, they are usually really nice about helping you out of the problem.

[Steve Robertson]

My work order was a mess and this afterr several phone calls to confirm the order. They really do have issues with work orders.

[glennb]

I can tell it was well worth my money to buy my own AT9 and HR20 and install it all myself a few days later. It was a lot better than waiting for 4 weeks to have Laurel and Hardy show up.

[Molinext]

As a DirecTV Installer, I have seen many incorrect work orders many are with the HD-DVR. The biggest problem with them is that DirecTV will not allow the HD-DVR to be added to ANY work order, to get A HR20 added on site an upgrade work order must be generated by DirecTV. I don’t know about other installation companies but the one I work for (and its not a small mom and pop) cannot get DirecTV to supply us with enough HD-DVRs to do all our scheduled installs, much less any that come about on the fly.
To Wistex the 3 LNB dish will work for HD or HDDVR, until there is programming on the 99 or the 103. Currently (at least in my area there is no programming on either of those, once there is the AT9 will be required for either. Also the 4 lines off of an AT9 are not strictly needed; they are there as proof against possible interference with the alignment of the dish. Is the HR20 the only receiver you are going to have or are there more? Also 3x4's 5x8's and diplexers interfere with the higher frequencies that the KA/KU Signal will be using. I agree with you that the installer should carry an extra of anything that he/she could possibly come across many things are simply not available anymore
This is not a flame just an explanation from an installers perspective.

[wistex]

Molinext, thank you for your perspective.

I have the installers coming out again this Friday afternoon. I'll probably call tomorrow to verify the correct hardware on the work order.

My first installer said I HAD to have the 5 LNB for use with the HD DVR. The 3 LNB was only for HD functionality. I figured it was for the additional sats but whatever.

My house currently has

1 R15 (single tuner)
1 R15 (two tuners)
1 HR20 (two tuners)

My home run has two 3x5 daisy-chained together. I bought the HR20 from Circuit City since I knew DirecTV was having a difficult time getting them out for installs. As it is, I bought pretty much the last HR20 in Houston as listed by Circuit City and Best Buy.

[wistex]

Yawn... another blown installation day.

DTV was supposed to come today with my 5 LNB dish. I called yesterday to verify the order and they said that the work order was still incorrect (from two weeks ago) They keep thinking I need a DVR swap out when I already purchased the HR20 myself. They said yesterday that they would fix the order and that I would be receiving the 5 LNB dish today.

The installer called me at 11am (for a 1-5 window nonetheless) from near my house and I told him that I work 40 minutes away but would get there as soon as I could. Then I asked him what hardware he had for me. He said he had ZERO DISHES for me.

WHAT IS SO HARD ABOUT THIS??????

I am very explicit. I want the 5 LNB KA/KU band dish to replace my standard satellite dish and a 6x8 multiswitch. Did all of you understand that?

Also, apparently there are no more 5 LNBs in the greater Houston area. Either that, or everyone who has been involved with this incompetence is just plain lazy and doesn't want to go find one.

I have now been waiting 2 months for HD. The first time they blew it, CustRetent gave me 3 months of Cinemax. Now they are offering $5 off my bill for 3 months. Wow. $15.

I might be able to get an installation for Monday afternoon... but I have zero assurance that will happen either. While talking to the tech rep for 45 minutes today, I lost the cell phone signal and have not heard back from anyone at DTV.

I will be calling again shortly and asking immediately for Customer Retention. After I give someone my phone number and name 3 times, of course.