Installer no-showed!

[tkrandall]

I was supposed to get the slimline dish and HR-20 installed yersterday afternoon, so I took the afternoon off from work. In the end the installer never showed up. Nor did he ever call to update me on when he would arrive!

I called Mastec customer support directly around 3 for an update and was told between 3 and 5pm. At 5:15 and 6:15 I called again but both times they were unable to contact the installer (said they had no phone number on file for him!). At 7pm I finally called DiirecTV directly, said "cancel service" (just so I could get routed to a competent person to help me as I was getting no where with the automated system), and the person was friendly and as helpful as she could be at that hour of the evening. She supposedly escalated the case and I am supposed to get a call from Mastec to arrange for a time at my convenience for them to really do the installation this time. We'll see!

[HDTVsportsfan]

Sorry your having a problem. Stay on top of them the best you can. Which it sounds like your doing.

Good luck. There's not much to offer in the way of help here.

[schlar01]

I had the same thing happen to me last year when I tried to switch for the ticket promo.

Took time off work, installer is a no show, I call DTV and they tell me that the installer called them with a note that says he called me at 8AM and said he couldn't come out.......which was a lie considering I only have a cell and there were no missed calls and no voice mails. I basically told them to skip the whole thing because of it. Sadly, I'm considering going through this hell again just for the ticket!

[Chuck W]

This is why I made sure I scheduled a morning appointment. I want to be one of the first on the list. After having an electrician come recently, to fix the problem, that was sheduled for 2 hrs, but took ALL day, I know when issues with early appointments delay them, the later appointments, end up getting missed.

Scheduling a morning appointment lessens the risk of this happening.

[HDTVsportsfan]

Good Point. I forgot about the AM appointment routine. That is the best thing to do. Get on the list early.

[tkrandall]

This is why I made sure I scheduled a morning appointment. I want to be one of the first on the list. After having an electrician come recently, to fix the problem, that was sheduled for 2 hrs, but took ALL day, I know when issues with early appointments delay them, the later appointments, end up getting missed.

Scheduling a morning appointment lessens the risk of this happening.

I understand the morning appointment advantage - but what I do not accept is his not calling or attempting any other contact to explain any delays.

[bonscott87]

And be sure you get your $100.01 "no show" credit from DirecTV.

[tkrandall]

I called Mastec corporate number off their web site...must have spoken to a higher up - he took my cell number and I got a call back within 15 minutes from the local office. Install is set for 6-8AM tomorrow morning. Wish me luck.

[hobbes4444]

I called Mastec corporate number off their web site...must have spoken to a higher up - he took my cell number and I got a call back within 15 minutes from the local office. Install is set for 6-8AM tomorrow morning. Wish me luck.

I feel your pain brother! Hope you get the install done and done right. Unfortunately for me, the third time was a charm (2 no shows). As mentioned earlier, definitely keep on top of DirecTV as well to get your credit(s) for the no-show. Good luck!!!

[tkrandall]

Got it installed this morning! Nice gentleman did the install. Seemed to be working fine but I had to go to work and did not have time to play much. I did succesfully connect the OTA antenna as well. I'll have to play tonight.

My line of sight to 110w and 119w is a bit tricky (barely over one tree for 110 and between two trees for 119), but I have been pulling them in with my phase III dish for 4 years. Well, we put the new slimline dish in the same spot as the phase III, and he inititailly was not able to pull in 119, and for a while we thought the new dish was not going to work (even though that did not seem to make sense since I got 119 fine before ). After walking the dish around on the roof he re-hooked it up on the mast and with some more fine tuning was able to pull in the sats, but 101 was not perfect on his meter. But I went downstairs to the old Series 2 DirectTivo and the signals were as good as if not better than before - all on the mid to upper 90s. 110 is still a touch weaker ("80" signal strength) than the others, as I think the top of the oak is starting to encroach on my line of sight to it. Hopefully 110W and even 119W willl not be needed for core SD and HD programming once D10 and D11 are fully operational.

I get a 94 signal strength on Ka band transponder #1 on 103W. I think that is the Atlanta locals beam.

[gregftlaud]

Mastec is HORRIBLE! They do installs down here s florida as well. Oh my god, the drama u have to deal with ....with these "installers". Most of them down here dont even speak fluent english!

[tfederov]

Mastec is HORRIBLE! They do installs down here s florida as well. Oh my god, the drama u have to deal with ....with these "installers". Most of them down here dont even speak fluent english!

I think it's hit or miss. In the North Dallas area I've had them over three times (guess I don't know how to hook up my receiver :D ) and they were always on time and very polite. Did a great job when they upgraded my dish also.

[glennb]

It's hit or miss with any customer service company in the country.

It's kinda tough to believe MASTEC is HORRIBLE! based on one persons bad install in s florida.

[LC66]

So is No Show credit given for an installer not showing up during the scheduled time frame or for not showing up at all?

I took the AM off from work for an 8 - 12 Install and the joker just called and said he would not be here until 12:30PM. I didn't want to re-schedule but this basically kills my whole day.

[aim2pls]

So is No Show credit given for an installer not showing up during the scheduled time frame or for not showing up at all?

I took the AM off from work for an 8 - 12 Install and the joker just called and said he would not be here until 12:30PM. I didn't want to re-schedule but this basically kills my whole day.

be happy he is showing up and actually called you

[paulman182]

I just had an installer no-show yesterday. D* said the records show he tried to call me three times between 6:30 and 7:30PM. We were sitting by the phone and did not get any such calls, although the weather was stormy and I suppose something could have been going on with the phone system...(That's called "giving the benefit of the doubt.")

I wish I had kept the installation company's phone number from a few days ago, because I called D* and they rescheduled for August 6! No credits were mentioned, either. I don't think they believed that I was at home at the proper time.

[aim2pls]

I just had an installer no-show yesterday. D* said the records show he tried to call me three times between 6:30 and 7:30PM. We were sitting by the phone and did not get any such calls, although the weather was stormy and I suppose something could have been going on with the phone system...(That's called "giving the benefit of the doubt.")

I wish I had kept the installation company's phone number from a few days ago, because I called D* and they rescheduled for August 6! No credits were mentioned, either. I don't think they believed that I was at home at the proper time.

possible the installation company gave the installer the wrong phone number too (aka transposed 2 numbers etc)

[Milominderbinder2]

The Installation Tips (http://tinyurl.com/yb7fvj) suggests calling 48 hours earlier than you did.

Also, as the Tips point out, never accept an afternoon appointment.

It adds a few minutes when you are setting up the install but it can save you a wasted day.

Call the special number in the Installation Tips and ask them how much the typical charge per hour is for work that is not included. What is the fair rate for them to pay you for your lost time?

I cannot promise that a partial credit could be negotiated but at the very least they need to have your complaint documented against the installation company.

You can have a great install next time.

- Craig

[RobertE]

possible the installation company gave the installer the wrong phone number too (aka transposed 2 numbers etc)

Or wrong street name. Thats always fun.

Today. Supposed to go to 12345 XXXXX street. Look it up on Google earth. Hmm. Looks like a park. This can't be right.

Do my am jobs and head to where my GPS says I need to go. Yep still a park.

Try to call customer. Do they answer the number listed? Of course not. :(

Have the office play "Where's Waldo", they find that the customer actually is at 12345 South XXXXX street. Ah, that makes all the difference.

Making sure that D* has all the right info and a phone number that someone will actually pick up makes a big difference.

[charlestonemt]

So...after waiting for almost 2 weeks for my installation date to roll around, I finally arranged to get the afternoon off (my first mistake being accepting an afternoon appointment). It was 98F outside when the installer from Mastec showed up at around 2:15. Before even making it to my door, he said, "It's almost 100 degrees out here, and it will probably be over 120 on the roof, so we have to find somewhere else to install your dish if you still want to do it today. I kind of let the comment go and invited him inside. I ordered the HR20 and two standard receivers, so he had a 5LNB dish and another dish to receive the locals.

After walking around my townhouse, he told me that the dead tree beside my unit would interfere with line of sight to the 119. My neighbors on either side of me have D* and have for over a year (however they don't have the new 5LNB). He refused to even get the ladder off of his truck, telling me instead that a supervisor would be out within 72 hours to give a "second oppinion." He also made sure to tell me that the supervisor would definitely see things the same way he did and also made sure I knew that I don't have to be home when he comes. This guy flat out refused to even get on the roof to see if there was a spot that would work.

This oak is completely dead and most of the major branches are already gone -- no leaves whatsoever. The HOA refuses to remove it (technically on common property) and it would probably cost me several thousand dollars to have it done myself. He also refused to mount the dish on the other side of my house telling me that the HOA would have a problem with it if it was on the front. He quickly changed subjects when I mentioned the Tellecommunications Act of 1996.

Called D* and Mastec and just got more angry.

Any suggestions? Does anyone other than Mastec install in the Charleston, SC area?

[rirwin1983]

So...after waiting for almost 2 weeks for my installation date to roll around, I finally arranged to get the afternoon off (my first mistake being accepting an afternoon appointment). It was 98F outside when the installer from Mastec showed up at around 2:15. Before even making it to my door, he said, "It's almost 100 degrees out here, and it will probably be over 120 on the roof, so we have to find somewhere else to install your dish if you still want to do it today. I kind of let the comment go and invited him inside. I ordered the HR20 and two standard receivers, so he had a 5LNB dish and another dish to receive the locals.

After walking around my townhouse, he told me that the dead tree beside my unit would interfere with line of sight to the 119. My neighbors on either side of me have D* and have for over a year (however they don't have the new 5LNB). He refused to even get the ladder off of his truck, telling me instead that a supervisor would be out within 72 hours to give a "second oppinion." He also made sure to tell me that the supervisor would definitely see things the same way he did and also made sure I knew that I don't have to be home when he comes. This guy flat out refused to even get on the roof to see if there was a spot that would work.

This oak is completely dead and most of the major branches are already gone -- no leaves whatsoever. The HOA refuses to remove it (technically on common property) and it would probably cost me several thousand dollars to have it done myself. He also refused to mount the dish on the other side of my house telling me that the HOA would have a problem with it if it was on the front. He quickly changed subjects when I mentioned the Tellecommunications Act of 1996.

Called D* and Mastec and just got more angry.

Any suggestions? Does anyone other than Mastec install in the Charleston, SC area?

Besidess a local retailer? Probaly not, u could ask best buy and circut city if they have their OWn (i.e+best buy/firedog shirts/truck) or do they send it to mastec.

[newsposter]

telling me instead that a supervisor would be out within 72 hours to give a "second oppinion." He also made sure to tell me that the supervisor would definitely see things the same way he did and also made sure I knew that I don't have to be home when he comes. This guy flat out refused to even get on the roof to see if there was a spot that would work.



weird 2 years ago they said same thing to me....no LOS and then a supervisor would come out. I never found out nor saw if one did. I'm convinced it's BS because why not show me your face and tell me to my face that you can't get a LOS