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How do I get D* to do this??


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59 replies to this topic

#1 OFFLINE   NickIndy

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Posted 03 November 2009 - 10:31 AM

I had D* installed in 2/08. Just recently I was having issues with signal on my HD locals so I had a service call (protection plan). When the tech came out, he said that my dish was installed in a non-servicable location. Esentially, the D* installer had put the dish on the roof in a location that couldn't be reached from a ladder, you have to get on the roof to reach it. He said that he was not allowed to get on the roof for any reason. He said that my reception issue was a bad LNB so he installed a 2nd dish (since he wasn't allowed to get to my original dish to replace the LNB. Now I have 2 dishes on the roof and I want the old one removed. Since it was the D* installer who made the desicion on where to place the original, I expect them to remove the old dish and their expense. I don't want 2 dishes on the roof. D* of course is saying that once installed, the dish is not their property therefore they won't pay to remove it. Where do I go from here? This is unacceptable service in my opinion, especially since the situation is caused by their install subcontractor being poorly trained.

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#2 OFFLINE   Grentz

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Posted 03 November 2009 - 10:35 AM

What kind of roof do you have? That sounds extremely weird to me unless it is a unique or very steep roof as there are lots of installs around here where installers have to get on the roof to reach the dish...mine included :P (though to be fair I put it there and only 2 installers have ever had to come to my house and go up there).

You might try calling the local installer company if you have a number for them...should be on the paperwork you received when they did the install/reinstall.
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#3 OFFLINE   NickIndy

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Posted 03 November 2009 - 10:44 AM

It's not weird really. But the original guy put a step ladder up and got on the roof of my porch and then put another step ladder on that roof and put the dish on the 2nd story roof. But the tech that came to replace the lnb said he was not allowed to get even on the roof of my porch for any reason at all. I offered to do it myself but he said he wasn't allowed to let me do that. He also said he had no way of finding out who did the original install. I'll have to look for the original papers.

#4 OFFLINE   Grentz

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Posted 03 November 2009 - 10:45 AM

They get on roofs all the time, that is why it sounds weird to me.

I would try taking it up with the installation company, even potentially with the one that did your recent reinstall.
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#5 OFFLINE   Doug Brott

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Posted 03 November 2009 - 11:16 AM

Policies change all of the time. DIRECTV has acquired a couple of installation companies in the past 12+ months, so perhaps new owner, new rules.

As for a second ladder on 1st roof to 2nd roof? Definitely not something I would do. I doubt you are going to be able to get DIRECTV to do this because the fact remains that the Dish is your property. DIRECTV would be taking on a huge liability (life and your home) to go up and remove it. Your best bet is to find a local contractor and just pay them to go up there and take it down.
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All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#6 OFFLINE   hilmar2k

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Posted 03 November 2009 - 11:21 AM

I had an installer at my house Friday to swap me out to SWiM and he was on my roof sans complaint. He also removed both my old sidecar dish and my original round dish which the last installer left up there when he installed the sidecar.

Odd that there would be such a difference in policy from installer to installer.

BTW, my experience last week was the best customer service I have ever received from DIRECTV. So good, in fact, that I tipped the guy. I never do that. Just thought a good installation story should be shared, as all we ever hear around here are the horror stories.

#7 OFFLINE   BKC

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Posted 03 November 2009 - 11:26 AM

Here's an idea... Go up there and take it down yourself. :)

#8 OFFLINE   David MacLeod

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Posted 03 November 2009 - 11:35 AM

lot depends on ladder height, certain ones require a secondary person due to OSHA.
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#9 OFFLINE   NickIndy

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Posted 03 November 2009 - 12:46 PM

Here's an idea... Go up there and take it down yourself. :)


I don't mind doing it myself but I want to roof patched. I'll even do that myself just not at my own expense. Their mistake, they should pay for it.

#10 OFFLINE   hilmar2k

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Posted 03 November 2009 - 12:50 PM

I don't mind doing it myself but I want to roof patched. I'll even do that myself just not at my own expense. Their mistake, they should pay for it.


Is it that visible? You could take down the dish and the mast and leave the base plate. That way, no patching. That's what I had the installer do last week.

#11 OFFLINE   ctaranto

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Posted 03 November 2009 - 12:54 PM

Here's an idea... Go up there and take it down yourself. :)


I don't think he should have to do it himself. D* came and drilled holes in his roof to mount a dish. He has the protection plan, so D* is responsible for the maintenance of that dish. Something on the dish broke. D* then drilled MORE holes in his roof because they didn't want to go to the first dish which they previously installed.

A dish (3/5 LNB) isn't a small thing. I wouldn't want two of those on my roof. D* should have sent out two people with the required equipment to fix the first dish. Now that they've installed another dish, they should pony up and remove the first and patch up the holes they drilled.

I'm not one to think that one is entitled to "free" service, but he has the protection plan and *is* entitled to dish servicing. If he put up his own dish in the first place, or didn't have the protection plan, it would be a different story. But D* did the initial install. They are responsible.

-Craig

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D* Receivers: HR21-700 w/1TB eSATA, HR24-100, HR21-700
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#12 OFFLINE   roadrunner1782

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Posted 03 November 2009 - 01:03 PM

When I upgraded to HD in 2007 the installer that came to my house said he couldn't get on my roof neither, not that he had to but I asked alot of question since I like to be informed. He told me it wasn't the height that was problem, it was the pitch of my roof and it was against the install companies rules. He also was going to take down the old 18" dish but I told him to leave it to make his job alittle easier. Great guy by the way and didn't mind me watching and asking questions. I'm like a few here in the fact I don't tip for stuff like that, but I gave him $40 for me bothering him so much.

#13 OFFLINE   Doug Brott

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Posted 03 November 2009 - 01:10 PM

I'm not one to think that one is entitled to "free" service, but he has the protection plan and *is* entitled to dish servicing. If he put up his own dish in the first place, or didn't have the protection plan, it would be a different story. But D* did the initial install. They are responsible.

-Craig


DIRECTV did provide him with dish servicing and he now has service back. The other dish (and now the new dish) are now the homeowner's property. I'm sure the homeowner had to at least agree to the original installation location. It's not like the person shimmied up the side of the house and installed it there with no conversation.

No doubt this situation sucks, but from what I can see it's gone from being a DIRECTV issue to be being a home repair issue.
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#14 OFFLINE   NickIndy

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Posted 03 November 2009 - 01:15 PM

DIRECTV did provide him with dish servicing and he now has service back. The other dish (and now the new dish) are now the homeowner's property. I'm sure the homeowner had to at least agree to the original installation location. It's not like the person shimmied up the side of the house and installed it there with no conversation.

No doubt this situation sucks, but from what I can see it's gone from being a DIRECTV issue to be being a home repair issue.


It's not like I'm trying to screw them out of free labor. The installer told me where he was putting it and I did agree to it. However I had no idea they would then refuse to service it. Had I known that I would have never allowed him to install it where he did. I shouldn't be punished because they failed to train their installer properly.

#15 OFFLINE   JLucPicard

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Posted 03 November 2009 - 01:44 PM

You're not being punished.

It could be that there is a new install company. I would be willing to bet that new or old company, their insurance policies probably don't allow them to access the roof where the original dish is. I've read other accounts of roof installs being limited to a roof location at the edge where the installer can access without getting off of the ladder. Seems to me it was insurance/OSHA/install company policy that restricted things.

I feel for your situation, but in this case I really don't thinks it's DirecTV's obligation to deal with your old dish.

Good luck.

#16 OFFLINE   rudeney

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Posted 03 November 2009 - 01:57 PM

Is it that visible? You could take down the dish and the mast and leave the base plate. That way, no patching. That's what I had the installer do last week.


Leaving the base plate seems to be fairly standard, even on wall mounts. The house next door has had three different dishes (2x D*, 1x E*) and there are two spare base plates still bolted to the side of the house. My guess is that the installers didn't want to worry about leaks, so they left them. Of course the most recent installer (E*) also swagged some extra coax down the side and back of the house so it looks really crappy.

#17 OFFLINE   ctaranto

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Posted 03 November 2009 - 02:16 PM

DIRECTV did provide him with dish servicing and he now has service back. The other dish (and now the new dish) are now the homeowner's property. I'm sure the homeowner had to at least agree to the original installation location. It's not like the person shimmied up the side of the house and installed it there with no conversation.

No doubt this situation sucks, but from what I can see it's gone from being a DIRECTV issue to be being a home repair issue.


I humbly disagree. They defaced his roof with two identical dishes. He's paying them for maintenance on the INSTALLED equipment, including the dish (that's why someone gets the protection plan, as DVRs are already included as they're leased). D* put the dish on the roof. As a homeowner, I really don't care if they subcontracted company A, B, and Acme. The fact is D* put a visible entity on the house.

If the initial installer said "Well, we can put it way up there, but once it's there, and it breaks, we'll put another one over there instead", I'm sure the owner would have at least thought about it.

/c

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#18 OFFLINE   The Merg

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Posted 03 November 2009 - 03:17 PM

DIRECTV did provide him with dish servicing and he now has service back. The other dish (and now the new dish) are now the homeowner's property. I'm sure the homeowner had to at least agree to the original installation location. It's not like the person shimmied up the side of the house and installed it there with no conversation.

No doubt this situation sucks, but from what I can see it's gone from being a DIRECTV issue to be being a home repair issue.


Sorry Doug, but I gotta disagree with you here. DirecTV came out and installed the dish to their specifications (with the homeowner's consent). He has the PP, which states that DirecTV will service items that are defective and need repair. DirecTV needs to maintain that item (the dish). The only thing that would void it being serviced was if the subscriber made an unauthorized repair, which he did not. If DirecTV does not want to service the dish due to its location, they need to move it, not just put up new one and leave the old one behind.

As ctaranto points out, it's a different issue than if the subscriber insists on the dish being installed somewhere and he's told that it can be done, but cannot be serviced if it is in that location.

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#19 OFFLINE   harsh

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Posted 03 November 2009 - 03:38 PM

Here's an idea... Go up there and take it down yourself. :)

Have you done this yourself?

Much damage can be caused by not doing this correctly.

#20 OFFLINE   mckeemike505

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Posted 04 November 2009 - 08:01 AM

If nothing else call retention and tell them what is going on. By the way get an estimate of the price to remove the dish by a contractor so you can give retention the amount and they should atleast credit your account for the amount if they can't get someone to remove the dish for you. That is probably the best that you can do. I am sorry the situation definately sucks.
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