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Seriously? You realize you are out of my receiver 1/2 way into my install time???

Discussion in 'DIRECTV Installation/MDU Discussion' started by 996911, Sep 3, 2010.

  1. Manctech

    Manctech Icon

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    Jul 5, 2010
    Thats what I think too. But I'm just installer. Right now the policy is to reschedule. I usually tell the customer to pick a Friday or Saturday because we usually get trucks in on Thursday/Friday. With extreme shortages, and Charlotte being one of the largest markets for Mastec we sometimes get receivers from other markets around us but not often.

    What really pisses me off is having to replace a HR-24 / H24 on a service call. DST (Dedicated Service Techs) almost never get the 24 models because we don't need them that often, but when we do, we either don't have them or they are being allocated to new MRV installs.

    Really what needs to happen is when a job is rescheduled for no equipment it goes into a queue for pending jobs waiting on equipment. Then when shipments come in, the equipment necessary for the jobs is set aside and designated for those customers. The customers are then contacted and have 2 weeks to schedule a new appointment.

    Unfortunately this is nearly impossible because theres a) not enough room to store equipment for typically 50-60 customers that have been rescheduled. I think it could be possible if we had the storage. The work orders instead of being "New" or "Former" install would be New Priority Install or something along those lines, so that the tech knows the equipment is waiting for him at the warehouse.

    Something along those lines. But again, theres about 385 layers to the top and no one ever listens to the tech.

    We just bend over and hope they use lube.
     
  2. joe diamond

    joe diamond Hall Of Fame

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    Feb 28, 2007
    IF the receiver fails during the first week and the customer calls Directv to report the failure the tech gets dinged.

    IF the customer calls Directv to get a mailing address for the tech to send him a tip and a letter of commendation...the tech gets dinged.

    HSPs try to sneak this one in....(from an HSP dispatcher.)...."Oh, by the way IF a customer calls Directv for any reason about your jobs we deduct $100.00 for the costs of a response..."

    When I heard it I parked my truck. Called the owner and refused to move until paid and that detail removed from out agreement.

    IF you forget how to use the remote or one of the kids looses the batteries and someone calls Directv...somewhere down the line a tech is getting a deduct. It is referred to as SIN7...(Service in 7 days) They have others.

    Directv can deny this but the HSPs are free to try to get away with it. There are reasons for the high turnover.

    Joe
     
  3. kcaudiofx

    kcaudiofx Legend

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    Dec 26, 2009
    It was perfectly explained early in the post that its a real good possibility that the day of your install was the day the truck was supposed to arrive, maybe it did, maybe it was short, maybe it didnt arrive, WHO KNOWS! How in the heck is the INSTALL company supposed to know that, IF that is what happened, I used to slave for D* and I know what crap they put us techs through.. MANY MANY times trucks were short by a BUNCH and guess who had to look like the bad guy? Yea us techs, NOT D*.. 99% of the time (in my opinion) its NOT the installation companies fault, its D*.. All in all if my last post wasnt flagged and you could read it, thats what I suggest to do.. call locally
     
  4. Manctech

    Manctech Icon

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    Jul 5, 2010
    It's not 100$ here. It's half the cost of a service call. Depending on your pay scale it's between 10-15$.

    Still a bull**** charge.
     
  5. jsk

    jsk Icon

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    Dec 27, 2006
    Fallston, MD
    Why not work a day behind your shipments so you can call customers 24 hours before their appointments?

    For example, if you are out of the equipment needed for tomorrow's installs, call the client and let them know that you don't have the equipment but might receive a shipment tomorrow. Leave it up to the client to reschedule or take the chance that you will have the equipment.

    Ideally, you should get an accurate list of the equipment you will be receiving on the day before.
     
  6. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    Great idea, and basically what I tried to do when I ran my installers, but there are three problems.

    1) In reading the posts in this thread, right now installers are operating from an empty back room. They don't have enough equipment for the installs today, forget tomorrow. They are getting a fraction of what they order from DirecTV.

    2) Things change. You go into an install thinking you are going to need X, and as you get going you end up needing Y & Z, too. Customers don't know what they really need for you to get your job done, and they shouldn't be expected to. An installer can only do so much over the phone. It takes boots on the ground, and unless someone goes to an install site before the job and spec things out, you are inevitably in for surprises.

    3) Product flows through the system so quickly nowadays, I was often left waiting until the last minute for gear to arrive UPS. I loved having a full back room. Nothing is more satisfying to a buyer. But often I just couldn't afford it and that problem goes up the line. Stores are working on a just-in-time inventory system, as are distributors, as are suppliers, as are manufacturers. Have that chain break down once and the whole system comes crashing down.
     
  7. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    **UPDATE**

    So I decided to call D* now that I have had a day to let my emotions simmer back down. I told him what happened yesterday and that I was not happy that they did not get the installer the equipment in time to do my install. I further told him that I met a local installer (my new friends here on this forum but told him I met y'all in a "social" setting :) ) and was explained that there is NO WAY that I would get anything other than a R16 to replace the R15 unless it just happened to be a R22 on the truck. I told him that the installer told me that the CSR could write any notes she wanted but that the box would not be installed without a specific line item.

    So......what did he say to that?

    He first told me that the CSR should have known better that what she did was essentially to tell me whatever I needed to hear to complete the sale and get me off the phone. He thoroughly apologized for her error.

    His solution? Let's cancel the order and redo it with it done right. He redid my order to reflect one HDDVR and one HD box. He said he could also (but wouldn't rec'd it) keep the current order and then just credit my account $99 and I would tell the installer to add a HD box to my order during the install. I declined that option since I would essentially be taking equipment from another job and then that person would be in my original position. The only thing that sucks about redoing the order is my install got pushed out two more weeks. No biggie since I still have service and this isn't new service but rather adding to an existing service.

    I thanked him for his time and as I was saying good-bye he told me to hold on a sec. He came back and said, I noticed you subscribed to NFLST. I said yes, and your telling me this why? He said, since he remembered me telling him that the new box was going into the new theater we just built that I wouldn't get to enjoy NFLST the way it should be :) So.....he said, I'm going to credit you with free DVR service fee for one year ($7 a month for a year).

    Moral to the story?

    Call and voice your displeasure with the problem that you just experienced and do it in a calm and polite way after your emotions have come back down to earth.

    I didn't call to cancel, threaten, yell, etc. Just wanted to let them know how disappointed I was with them not getting the equipment to the install company which made them (install co.) look bad.

    win-win, no?
     
  8. joe diamond

    joe diamond Hall Of Fame

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    Feb 28, 2007
    Exactly!
    There is not enough money in the system and too many layers of management.
    If there were no BS deducts there would just be more bounced checks and midnight departures by the HSPs.

    The complexity of the systems goes up. The cost of the equipment goes up.
    The installation remains FREE. The need for stock performance continues.
    The quality of installation services goes down. Personnel migrate.

    Joe
     
  9. dsw2112

    dsw2112 Always Searching

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    Jun 12, 2009
    Didn't many of us suggest the bolded text a week ago in this thread ;)

    http://www.dbstalk.com/showthread.php?t=183130
     
  10. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    Of course y'all did but I actually BELIEVED what the csr told me (why shouldn't I?) and that the "notes" would carry the weight she said they did.

    But.....AFTER hearing several people that are INSTALLERS chime in that notes don't mean squat as well as how the inner workings of the process go, I realized that the best thing to do would call and tell D* how unhappy I was that I was told one thing by a csr and the reality is different.
     
  11. RonnieT24

    RonnieT24 Mentor

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    Aug 25, 2008
    I don't know how these guys get paid to be honest with you. I have never been nosey enough to ask. But I've never had one who wasn't great in terms of customer service. They were friendly, on-time and didn't leave till I was 100% happy with my setup, picture etc. Because you bought the stuff back in the old days, I installed all my original purchases equipment back in '99 when I first got DirecTV. Somewhere along the line installation and service became "included" or even "Free." So I've been more than willing to let the pros handle it. Some day I will relate my story of spending several hours trying to find the satellite that first day because I ddn't realist that north-south feels like east-west here in San Jose.
     
  12. joe diamond

    joe diamond Hall Of Fame

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    Feb 28, 2007
    I remember those days,

    Once had to modify a beautiful installation because the customer pointed the dish into the clear but northerly sky. Any fool could see it wouldn't work pointing the thing SW into the trees like it said in the instructions.

    Joe
     
  13. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    T minus 1 week and counting. Install is next Wed the 22nd from "8a-12p". I can feel the anticipation building :)
     
  14. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    I lost track, 996911. Did you ever find out who will be installing it and were you able to contact them?
     
  15. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    Searched and got nowhere. I've been in contact (LINK) with a local installer to see if I am on his list. Crossing my fingers!
     
  16. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    ARGHHH!!!!!!!!

    And it just gets worse. I just got a call (545p local time) from D* that they can't do my install tomorrow morning since they don't have the required equipment and the next time is over 2.5 weeks away.

    I need to go calm down before I call and take out my frustration on some poor CSR.
     
  17. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Sep 5, 2006
    Allen, TX
    Can you just get in done DIY style? We'd help you.
     
  18. Manctech

    Manctech Icon

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    Jul 5, 2010
    Move to Charlotte, I have like 4 HR-24's on my truck atm.
     
  19. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    At least they called you before the window. ;)

    j/k

    That's bad news, Ray. Promise us you won't go postal, OK?
     
  20. netraa

    netraa Godfather

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    Mar 27, 2007
    Just got a truck in today, -0-, zip, nada, zilch, naught, niet, nil, absolutely ZERO swm parts for the next 7 days.

    going to be fun.
     

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