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Install off to a bad start :|

Discussion in 'DIRECTV General Discussion' started by Andy22, Oct 7, 2007.

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  1. spartanstew

    spartanstew Dry as a bone

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    Wylie, Texas
    Exactly. I don't get it. Why would you want the installer to show up with an attitude that you gave him? I can't even count the number of bad customer service experiences I've had that turned out excellent because I stayed positive and never blamed or showed "attitude" towards someone. I've had 3 D* installs over the last 8 years and each one started out with a problem (late or cancelled or not the right equipment). In each case I've had extra work done by the installer (extra lines run, lines fished, given me extra cable, etc.), just because I was always pleasant with them. I don't understand why so many members here get angry with the installers or customer service reps.
     
  2. mchaney

    mchaney Godfather

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    Hmm. Imagine that. They knew they sent you an incompetent installer, yet they are still sending him on installs. That should tell you something about the state of DirecTV installers/subcontractors! :mad:

    Mike
     
  3. Andy22

    Andy22 Cool Member

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    Dude read all my posts. This guy was incompetent from the moment he called me to the moment he left leaving his cable tester in the yard along with several cigarette butts. I was downright cheery while he was here. I was even joking with them. Bottom line was he didn't want to do the job and it showed. There was not one part of the install that was done where I thought he knew what he was doing.

    The tech manager comes today around noon...he sounds like he does know what he is doing and promised to stay most of the day with me.
     
  4. Stuart Sweet

    Stuart Sweet The Shadow Knows!

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    I would absolutely not allow one cigarette butt on my property and if I saw one, it would be my mission to make sure the owner of the installation company knew about it.
     
  5. spartanstew

    spartanstew Dry as a bone

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    Yes, I read your post. Specifically this part:

    He called for directions. Big Deal. He called to let you know he didn't have a part he needed. It happens. At this point (way before the supposed cigarette butts, leaving his equipment), according you you, you were pissed and you're sure he could tell. How could he tell? Because you got angry due to the fact that he might have been missing a part. That's how. Things happen, get over it.

    He probably flicked cigarette butts in your yard, because of the fact that you got angry and acted pissed on the phone. I'm sure he probably deals with customers like you all day. Customers that get pissed over every detail (needing directions, calling to tell you he might be missing a part - heck, he could have just blown you off and not shown up when he realized he didn't have the part) and take it our on the installers. He's just trying to make a living.

    I can tell by your vernacular that you're probably in your 20's, correct? Give it time, you'll realize eventually that it's not worth getting upset over the small stuff.
     
  6. mchaney

    mchaney Godfather

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    OK. I can understand if he had gotten irate and started namecalling, but I think it's pretty normal to detect a little agravation when someone is missing parts for a job that has been scheduled for days and has all the parts listed right on the work order. Shouldn't a "professional" installer understand that? Should the installer flick cigarette butts onto the property because he didn't like the fact that the customer wasn't happy with the installing company's screwup? C'mon now... Who is really to blame in that scenario?

    Mike
     
  7. spartanstew

    spartanstew Dry as a bone

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    Didn't say the installer was right in flicking the cigarette butts.

    Look at it from the installers point of view:

    Can't find the customers house, so he calls.
    Realizes he's missing a part for whatever reason (had to use it at the previous install, someone else forgot to include it, he forgot it when he was getting ready-doesn't matter: mistakes happen). so he calls the customer to let him know what's going on and keep him informed.
    Customer responds with anger (according to the OP).


    And how do you know he didn't become irate and start namecalling? Not sayin he did, but we have no way of knowing. Obviously, he said/did something to let the installer know he was angry (not aggravated - ANGRY).

    Who's to blame? Not sure why you went there, because we don't know. A part was missing. Big Deal. You want to blame someone for that? Well, lets track the chain of custody and see if we can find out.

    Regardless, you'll always get better service (from anyone) if you don't let your emotions get in the way and if you treat EVERYONE with respect. If you don't want to believe me fine, but you'll understand some day. You'll get much better service (and perks) if you don't show your anger.

    I can't believe this is a foreign concept to some.


    I had a new patio put in earlier this summer. A 2 week job ended up taking almost 3 months. Some of it was due to weather problems, but there were several times when they just didn't show up. I called them every week to get a status update. Never did I seem upset. I talked rationally and calmly and expressed my concerns in a logical manner. You know what I got out of it? The owner of the company called me when the job was completed and refunded 30% of my money. I never asked and I never complained. The final result is excellent and by keeping my cool it saved me $3000. If I would have "let them know I was angry" through the whole process, I doubt they would have given me any money back. They appreciated my patience and understanding.

    That's one example of many, many times over the years that not being angry has paid off.
     
  8. msmith198025

    msmith198025 Member of the Year

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    I dont care what the circumstances, there is no excuse for littering in someones yard. Dealing with angry customers all day? Who in the service industry doesnt?
    Now Im as nice as the come when i have to deal with service people. I try to understand the problems they have and will work with them if at all possible.
    But if one had thrown cigarette butts in my yard and i had seen him do it, he would have picked it up right then.
     
  9. spartanstew

    spartanstew Dry as a bone

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    Oh, brother.

    Again, not saying flicking butts was correct. Not saying he has an excuse for doing it. I also wouldn't allow it on my property for any reason.

    I'm saying, it might have been avoided. Sometimes you reap what you sow.
     
  10. mchaney

    mchaney Godfather

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    True in all cases, but you have to know how to pick your battles! I'm always respectful and cordial to the extreme, but you have to learn how to stand up for yourself as well. Sounds like either you have not figured that out or you've been extremely lucky! There are many cases where you will get walked all over if you don't demand the service that you expect. I never get excited, yell, or show my anger but I do put my foot down and I do show agravation from time to time as sometimes it is the only way to get through to certain people.

    Now if all you are saying is that you should never turn belligerent, I agree. But then comes the question of what to do when the installer turns disrespectful to you first! Me, I'd probably just calmly tell them to leave.

    Mike
     
  11. max190

    max190 Cool Member

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    Enough with the cigarette butts... You guys sound like a bunch of old wash women :p

    The real problem IMO on this install is where they mounted the dish.

    "His manager suggested a pole but he did not have one and did not want to go back into town to get one".
    So, the installer took the easy way out.

    I agree with aim2pls. The fence will fail in time.
     
  12. mchaney

    mchaney Godfather

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    Agree. Wood always warps over time under the weight of the dish if it is not connected laterally to something else or strengthened with metal supports. My prediction is, give it a few good soaking rains mixed in with a few good warm sunny days and there will be no signal at all.

    Mike
     
  13. Andy22

    Andy22 Cool Member

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    Oct 7, 2007
    You are so off base it isn't even funny. First off...reread my post AGAIN. I was not pissed until he showed up and took one look at the roof and tried to call it off. This was after trying to call off the appointment for missing a part. I did NOT get mad on the phone with him. I was never pissed that he didn't know the directions but I was perturbed he wanted to put no effort into finding the part and would rather just cancel. I was cordial. He simply did not want to do the job and was a terrible tech to begin with. He left the job with one tuner not working and signals in the 70's on 103b telling me "it's the best you can do". By the time he left we were on a friendly basis and I was even joking with him. By the way...that tech's last day is Friday as the tech manager has received numerous complaints about him and he has had to follow up on nearly all his jobs. So you go right on ahead making your ignorant assumptions.

    By the way...the tech manager is here right now along with another tech and the difference is like night and day. They have been here for a little over 2 hours and they have not only relocated the dish to the roof but run new lines and dropped an extra line in the bedroom Their professionalism is very apparent. I am getting 95's on both tuners on 103b.
     
  14. spartanstew

    spartanstew Dry as a bone

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    Ok, to appease you, I read it again.

    You weren't pissed until he showed up?

    You're contradicting yourself. Maybe what you said in your first post isn't truthful, but it's all I have to go by. How can the above quote from you mean anything other than that you DID get mad on the phone with him???????

    Again, if you would have been pleasant to him ON THE PHONE, maybe he would have worked harder to do a good install. Doesn't mean he was right in not doing the best job, but you might have avoided a lot of hassle.
     
  15. spartanstew

    spartanstew Dry as a bone

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    Never said I don't demand service or put my foot down. I just never do it in anger. Never. My voice is never raised and my cadence doesn't change.

    And if they're disrespectful to me, obviously I would ask them to leave as well.
     
  16. Andy22

    Andy22 Cool Member

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    Oct 7, 2007
    You're right I did make it sound like I was pissed but that only amounted to me asking how the part wasn't ready after a two week install window. There was no raising my voice or being rude. I could have serenaded him on the phone and the job would still have been a half assed job because he was a pitiful tech. Seeing how the techs worked today validated my appraisal.
     
  17. warriorking

    warriorking Legend

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    :D Glad to hear that they are fixing the problem...Contact Direct after all is up and running and explain what happened, they will probably give you a discount on some of your programing due to the trouble...Thankfully my installer did a first rate job..sorry yours was different....
     
  18. msmith198025

    msmith198025 Member of the Year

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    You may not be saying its right, but you kind of stated that He probably did it because the guy may have been short with him. Sounded like you were defending the act because he had a bad day. I may have misread
     
  19. max190

    max190 Cool Member

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    Jul 21, 2007
    Now that is very good news :goodjob:
     
  20. msmith198025

    msmith198025 Member of the Year

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    YAY!!!!!!!!:icon_da:
     
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