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Guest Message by DevFuse

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My wonderful install(NOT) today.


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8 replies to this topic

#1 OFFLINE   Birdman79

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Posted 12 August 2008 - 10:14 PM

Ok so after finding the receivers that i needed for today i get to my first AM job at 10:00 for a 2 box standard install.I proceed with job and just when iam getting ready to activate ,the customer walk up to me and asks"so how does on demand work?"i tell him that he order stated 2 std boxed(he was told that when i first walked in).So he says that's not what he ordered and that he's suppose to be getting an HD-DVR instead:nono: .So i tell him to call DTV and tel l'em to cancel the WO and create a new one ,and that i have an HD-DVR ,but no HD dishes and that i can install the dvr ,and the std box to get him started but have to come back either today or tomorrow with the dish.

So he gets on the phone ,and we get a new WO.He's being told that he has to pay $420and he's kind of pissed (borrows my phone to transfer funds,etc).While i am installing the hd-dvr (11:15 now)he's kind of pissed that he's getting charged $420 for the receiver,and that the csr wouldn't budge on the price.So i tell him to call back and try retention,since i haven't heard anyone getting charged this much for an hd-dvr new install(mind you i haven't called my dispatch to confirm the new WO).So the customer calls back and gets a hold of a supervisor(don't know if it was retention or not,forgot to ask him),and the sup agrees to credit the customer $200:) .The customer is happy now,and while they're doing that i call my tracker and tell him about the new WO.He states that the new WO calls for an hd receiver and a std receiver,no hd-dvr.I hang up on my tracker(done all ready burned over 30 minutes so far).So i let the customer know about this ,he tells the supervisor ,and the latter sounds kind of pissed.So i ask him to verify the WO to me.He says that old job (which we know)was canceled and that the new job called for hd-dvr(he gave me the new activity number).He assures me that the WO is correct(flat out lie!!!!!!!)

So now i get a hold of my tracker and give him the new activity number,and the tracker says that that's the same job number for the hd- receiver,and that that's the only job number that's showing in the system:nono2: .So now it's just around 12:00,and i am loosing my patience.So the customer calls for the third time to change the work order.Gets a hold of a csr,and he's put on hold for 15 minutes.She apologizes and says that he has to pay $500 for the hd-dvr cause of credit issues blah blah blah.The customer is loosing it and so ami .Then the csr is having the customer look behind his computer for an ethernet port(last thing i heard you needed a router for VOD to hard line it)He's getting pissed and he's asking her why does he need to look behind his computer,even though we told her that he needed a router instead' .It's 1:00 o'clock now i am already late to my next am install,and i have 2 12-4 installs all HD.I connect customers cable back grab my receivers,and told the customer we'll come back when it's all figured out.And the best part.........I don't get paid for this screw up:nono:

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#2 OFFLINE   kauf2938

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Posted 12 August 2008 - 11:24 PM

Next time this happens. Activate the IRD's on the WO. Close the job. And then have the customer setup an upgrade WO.

You should not have to pay for a csr's screw-up.

#3 OFFLINE   gen2rx7

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Posted 13 August 2008 - 07:31 AM

I had that happen about a week ago. Except the csr never built the w/o after they canceled the original w/o. So I did the install activated the HD/DVR and got hosed on that job. Plus I now have a lost reciever in my inventory. LOL So now if the work order is wrong, I tell the customer to call and cancel, re-order then reschedule. It sucks for customer service, but it I don't work for free! Also the job was way the heck up in th emountains too :)

#4 OFFLINE   BattleZone

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Posted 13 August 2008 - 12:23 PM

Next time this happens. Activate the IRD's on the WO. Close the job. And then have the customer setup an upgrade WO.


Assuming he *really* verified the order before he started working ("Okay, we're installing 2 standard-def receivers for you today, correct?"), then you are absolutely right.

As part of my site survey, I always show my customer the work order, translate it to English ("1 SD DVR and 2 HD non-DVR receivers"), and then explain that once I start working, the work order cannot be changed and that any extra work will be custom work payable to me.

That way, after I've spent 20 minutes moving furnature around to get cable into one room, they don't get to "change their mind" and have me install that receiver in a different room (unless they pay). And if their work order was wrong, and they didn't correct it before I start working, then they get what's on the order, and it's up to them to straighten out anything else with DirecTV.

#5 OFFLINE   RobertE

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Posted 13 August 2008 - 01:40 PM

Assuming he *really* verified the order before he started working ("Okay, we're installing 2 standard-def receivers for you today, correct?"), then you are absolutely right.

As part of my site survey, I always show my customer the work order, translate it to English ("1 SD DVR and 2 HD non-DVR receivers"), and then explain that once I start working, the work order cannot be changed and that any extra work will be custom work payable to me.

That way, after I've spent 20 minutes moving furnature around to get cable into one room, they don't get to "change their mind" and have me install that receiver in a different room (unless they pay). And if their work order was wrong, and they didn't correct it before I start working, then they get what's on the order, and it's up to them to straighten out anything else with DirecTV.


Amen Brother! :gott:
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#6 OFFLINE   thespaceghost

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Posted 13 August 2008 - 04:02 PM

Some people fuss because techs will not do an onsite work order change w/out a reschedule. Theres a good reason for it. If there is no printout, then there is no guarantee.

Something else I get hosed on is former installs/upgrades where the customer has added an addition receiver coming out of my inventory and its an existing account. You get the install done and the dreaded words, "sorry, can't activate until the past due has been paid". Customer doesn't have the money and you don't get paid for the work.

Yesterday I arrived on site with a movers connected. They were adding an additional receiver, an HD DVR. I get on site and I profile the customer. I take a look around at the living condition/style. I immediately call up DTV asking if there was any "reason" why I could not activate this HD DVR, specifically a past due balance. As suspected, there was a past due balance on the account which would have screwed me had I did the install.

#7 OFFLINE   Birdman79

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Posted 13 August 2008 - 04:48 PM

Assuming he *really* verified the order before he started working ("Okay, we're installing 2 standard-def receivers for you today, correct?"), then you are absolutely right.

As part of my site survey, I always show my customer the work order, translate it to English ("1 SD DVR and 2 HD non-DVR receivers"), and then explain that once I start working, the work order cannot be changed and that any extra work will be custom work payable to me.

That way, after I've spent 20 minutes moving furnature around to get cable into one room, they don't get to "change their mind" and have me install that receiver in a different room (unless they pay). And if their work order was wrong, and they didn't correct it before I start working, then they get what's on the order, and it's up to them to straighten out anything else with DirecTV.


Easier said then done guy...Not everyone lives in a perfect world like you.There have been plenty of times where customers confuses a std-hd with hd-dvr,"so ..how do you operate this hd dvr,etc).For your info i did*really* verify the WO with the customer ,who had just woke up.As far as activating the boxes and taken off i wouldnt do that because he would get charged the upgrade fee on top of the dvr fee.What really irks me is this dtv supervisor lying his ass off just to get off the phone.I'll probably end up getting routed to that job again in which i'll have it rerouted to another tech:grin:

#8 OFFLINE   BattleZone

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Posted 14 August 2008 - 11:21 AM

Easier said then done guy...Not everyone lives in a perfect world like you.


The reason I wrote what I did is because I'm fully aware that I don't live in a perfect world. In a perfect world, I'd like to give the customers exactly what they want. DirecTV's current installation system is set up in such a way that if I were to do that, I would get screwed out of my money about 25% of the time. It's one of the reasons I don't work for DirecTV/HSPs anymore. I'm giving you the advice because if you continue to do what you did this time, you're the one who is going to go bankrupt trying to please your customers, as DirecTV pulls the carpet out from underneath you.

There have been plenty of times where customers confuses a std-hd with hd-dvr,"so ..how do you operate this hd dvr,etc).For your info i did*really* verify the WO with the customer ,who had just woke up.


Don't I know it. However, it is not your fault, or your responsibility (especially given the way DirecTV's system NEVER gives the installer the benefit of the doubt) to correct the mistake AFTER you've given him an oppertunity to verify the order.

As far as activating the boxes and taken off i wouldnt do that because he would get charged the upgrade fee on top of the dvr fee.


That is NOT YOUR ISSUE! Look, I'm ALL about customer service, but at some point, you're going to realize that if you want to survive in your job, you're going to have to push some of the responsibility BACK onto the customer and BACK onto DirecTV. You as an installer are already bearing far too much responsbility compared to your financial compensation. Don't let yourself get taken!

What really irks me is this dtv supervisor lying his ass off just to get off the phone.I'll probably end up getting routed to that job again in which i'll have it rerouted to another tech:grin:


And there you are, not even being supported by your own team. This is why you need to learn to give your customers one, and ONLY ONE oppertunity to correct their work order, and that is BEFORE you start working. That is your due dilligence. I know you're trying to be nice and give good customer service, but beyond a certain point, you're just allowing people to take advantage of you.

Please take all of the above in the manner in which it was intended: as good advice to ensure that you can afford to keep your job, and not end up like so many other DirecTV installers: broke and jobless.

#9 OFFLINE   RobertE

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Posted 14 August 2008 - 12:13 PM

I'll second everything IIP said.

I go over the workorder with the customer during the walk through. I specifically look to see if they have HD and/or DVRs in their current setup. Odds are, that if they have HD and/or a DVR in a room, they still want it that way. Thats their chance to get what they want.

Unfortunately, in the real world, I don't have the time to get everything set up then be hit with "Oh can put XXX over here or get a DVR in here instead". Thats the whole point of the walk through, to make sure you, your workorder and the customer are all the same page.

I'm all for customer service as well, but I can't have where and what constantly changing as I'm working. The job would never be finished.
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