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Installation Scheduling Woes

Discussion in 'DIRECTV General Discussion' started by mthouser, Apr 2, 2014.

  1. Apr 2, 2014 #1 of 39
    mthouser

    mthouser New Member

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    Mar 16, 2014
    So I just got a call from directv for a scheduled installation that is supposed to happen today.for a Genie receiver and two wireless clients. Well, for the third time (I repeat the THIRD TIME), the technican says

    technician: i have an install for a genie receiver and 2 clients.
    me: two wireless clients
    technician: ohhh.. i don't have any on my truck at the moment.
    me: really, this is the third time this happened.. What is wrong with you people?
    technician: let me call my manager to see what i can do..

    I am so annoyed at this point. How can you mess up not once, not twice, but three times. Has anyone else had an issue like this. I fully except a call back any second saying they will have to reschedule. i almost feel like calling customer retention and saying i want a full year of programming for free or i am leaving. .Sorry, had to vent.
     
  2. Apr 2, 2014 #2 of 39
    joed32

    joed32 Hall Of Fame

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    Isn't the whole wireless thing brand new? They're probably not in most of the warehouses yet so you might have to wait a while.
     
  3. Apr 2, 2014 #3 of 39
    dpeters11

    dpeters11 Hall Of Fame

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    Cincinnati
    I had a very similar situation when I had them move me to supported Whole Home, I also wanted a CCK.

    "I don't have any, they are at the warehouse. We'll need to come back out."

    That day comes, "Oh, you already have whole home." "Right, I was just needing the CCK."
    "I don't have any, they are at the warehouse. We'll need to come back out."
    I ask if they can do it another way, giving them the needed parts list etc. "No."

    Call DirecTV, they say I can't self install.

    Third tech, same story. Except that he was eventually willing to humor me on the alternate setup.
     
  4. Apr 2, 2014 #4 of 39
    lparsons21

    lparsons21 Hall Of Fame

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    Herrin, IL
    Which isn't the problem. The problem is that they are scheduling and install of the wireless gear when they either know they don't have it, or are not setting the work order correctly. There is NO excuse for scheduling to do a job you don't have the gear for.

    And to do it 3 times in a row is unexcusable!
     
  5. Apr 2, 2014 #5 of 39
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    NY
    two things are at pay here. It looks like DIRECTV built the work order wrong, With regular clients instead of wireless. and second, most techs don't carry wireless clients with them due to short supply


    Sent from my iPhone using Tapatalk
     
  6. Apr 2, 2014 #6 of 39
    carl6

    carl6 Moderator DBSTalk Club

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    Seattle, WA
    First, I agree they should not schedule you if they do not have the equipment you need. However, I will also say that if there is any possible way to go with wired clients I would do that, you will be much happier in the long run.
     
  7. Apr 2, 2014 #7 of 39
    Bill Broderick

    Bill Broderick Icon

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    Aug 25, 2006
    Long Island
    The problem is that not all of the techs have the wireless gear in their trucks. Techs don't stop at a warehouse in the morning, get a list of all of their jobs for the day and load their trucks accordingly (at least, not on Long Island they don't). Installers are supposed to have all of the equipment that they could need on their trucks, regardless of what job they are assigned.

    The tech starts his day at home, with his truck. He gets assigned a job and drives from his home to that job. When he's done with that first job, he gets assigned the next available job in his area. The assumption is that the tech will have the equipment on his truck.

    The tech is supposed to call the homeowner while he is on his way. The next time that you have an install scheduled and the tech calls, that's the time to verify that he has wireless clients on his truck. If he doesn't, he may be able to get some on his way to your location or he may be able to get the install scheduled to someone else.
     
  8. Apr 2, 2014 #8 of 39
    adamson

    adamson Godfather

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    Nov 9, 2007
    Florida
    My Directv tech from Mastec did not have my C41W or WVB on his truck either and saw what my install was for...he turned around and went back to the warehouse to get my equipment. Some people care about us customers and others do not. It is beyond ignorance to not know what the install job is...the maybe they won't care attitude.
     
  9. Apr 2, 2014 #9 of 39
    studechip

    studechip Godfather

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    Apr 16, 2012
    It's amazing that anyone would excuse the tech for not having the correct equipment. Whether it's his fault, or whoever wrote the order, there is no excuse for not having the right equipment. If it wasn't available the order shouldn't have been written. If it was available, the tech should have gotten it first. It certainly isn't the customer's fault.
     
  10. mthouser

    mthouser New Member

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    Mar 16, 2014
    The good news: the tech found another truck that had the wireless equipment and was able to get it for the install. The bad news is they cannot get it to work. It's not a location issue in terms of signal strength, however it is a wireless bridge connection issue not talking to the clients. He said different software or something to that nature.. He's on the phone now with D*.. a 30 minute install is now up to the 90. yikes
     
  11. harsh

    harsh Beware the Attack Basset

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    Salem, OR
    Heresy!
     
  12. studechip

    studechip Godfather

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    See, we do agree....SOMETIMES! :hurah:
     
  13. inkahauts

    inkahauts DIRECTV A-Team

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    Nov 13, 2006
    I won't blame the tech if the work order was built wrong as he had no way of knowing. The question is what does he do when he finds out. Sounds like in this case he did the right thing and found someone who had one and went and got it and is trying to install it. Kudos to this tech.
     
    1 person likes this.
  14. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    Jan 10, 2008
    NY
    so since "poop" runs downhill, is the tech's faults. amazing!!!!

    The techs has no knowledge of the next job coming to him, 'usually" sups monitor the "board" for this kind of "installs" and then is assigned to a tech that was trained to install this new "system" as not every tech is trained yet, because there is no too much demand. add the fact that it may be a wrong work order built, and "poop hots the fan" but yes it is the techs fault. :nono2:
     
  15. studechip

    studechip Godfather

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    "Nice" snipping "job". I "didn't" blame "only" the tech, I said it "could be" who "wrote" the "order". The tech "should" know what he "needs" for the "day" and shouldn't "go" out "without" it. Regardless, it "certainly" isn't the "customer" who is at "fault".
     
  16. trh

    trh This Space for Sale

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    Nov 2, 2007
    NE FL
    What I don't understand is how an installer can even get scheduled for a job if they don't have the required equipment on their truck?

    What type of inventory management does DirecTV have?

    I would think that when an installer stocks their truck with DVRs, LNBs, dishes and other equipment, they sign for the equipment and the inventory from the warehouse is adjusted to reflect what was placed on that truck. And as equipment is installed at various locations, the truck's inventory is adjusted accordingly. So the location manager knows what is on any specific truck and wouldn't assign an install unless the required materials was on that truck.

    Of course, if the order wasn't written properly, it screws things up, but at some point, the order is updated to reflect the proper equipment. Which brings me back to my original question: how can an installer get scheduled if they don't have the right equipment?
     
  17. studechip

    studechip Godfather

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    Ding ding ding ding!!!!!!! We have a winner!
     
  18. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    We wish that "would" be the "case" but "unfortunately" it is not. So they have to rely on "someone" else doing their "job" and this includes DirecTV and the customer "can" help as well by "making sure" their order is right by checking the confirmation email

    BTW, you did blame the tech, let me remind you of what you said

    "It's amazing that anyone would excuse the tech for not having the correct equipment. Whether it's his fault, or whoever wrote the order, there is no excuse for not having the right equipment"
     
  19. studechip

    studechip Godfather

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    Your comprehension skills suck. I said it could be the tech, or whoever wrote the order.
     
  20. Bill Broderick

    Bill Broderick Icon

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    Aug 25, 2006
    Long Island
    A DirecTV CSR wrote the order. How the hell would he/she know what a tech, who won't be assigned a job until immediately before he's supposed to go to that job, has on hs truck?
     

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