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Installation Scheduling Woes


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38 replies to this topic

#1 OFFLINE   mthouser

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Posted 02 April 2014 - 06:56 AM

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.


Edited by mthouser, 02 April 2014 - 06:56 AM.


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#2 OFFLINE   joed32

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Posted 02 April 2014 - 07:05 AM

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 OFFLINE   dpeters11

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Posted 02 April 2014 - 07:47 AM

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 OFFLINE   lparsons21

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Posted 02 April 2014 - 07:52 AM

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.

 

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!


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#5 OFFLINE   peds48

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Posted 02 April 2014 - 08:13 AM

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


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#6 OFFLINE   carl6

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Posted 02 April 2014 - 08:13 AM

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 OFFLINE   Bill Broderick

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Posted 02 April 2014 - 08:15 AM

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!

 

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 OFFLINE   adamson

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Posted 02 April 2014 - 08:28 AM

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.


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#9 OFFLINE   studechip

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Posted 02 April 2014 - 09:14 AM

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 OFFLINE   mthouser

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Posted 02 April 2014 - 10:05 AM

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 OFFLINE   harsh

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Posted 02 April 2014 - 01:59 PM

It certainly isn't the customer's fault.

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#12 OFFLINE   studechip

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Posted 02 April 2014 - 02:10 PM

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



#13 OFFLINE   inkahauts

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Posted 02 April 2014 - 02:21 PM

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.


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.
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#14 OFFLINE   peds48

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Posted 02 April 2014 - 08:10 PM

It's amazing that anyone would excuse the tech for not having the correct equipment. Whether it's his fault, 

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:


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#15 OFFLINE   studechip

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Posted 02 April 2014 - 08:30 PM

"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".


Edited by studechip, 02 April 2014 - 08:30 PM.


#16 OFFLINE   trh

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Posted 02 April 2014 - 08:34 PM

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 OFFLINE   studechip

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Posted 02 April 2014 - 08:39 PM

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?

Ding ding ding ding!!!!!!! We have a winner!



#18 OFFLINE   peds48

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Posted 02 April 2014 - 09:09 PM

"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".

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"


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#19 OFFLINE   studechip

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Posted 02 April 2014 - 09:23 PM

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



#20 OFFLINE   Bill Broderick

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Posted 02 April 2014 - 09:33 PM

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

 

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?



#21 OFFLINE   studechip

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Posted 02 April 2014 - 09:39 PM

Exactly! Now explain why they would schedule a tech to do an install if they don't know whether or not he has the right equipment to complete it!



#22 OFFLINE   inkahauts

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Posted 02 April 2014 - 11:46 PM

Well it sounds like they scheduled the tech based on the wrong work order, so they thought he did have the stuff..  I just want to know if the op ever got it working.  :)



#23 OFFLINE   trh

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Posted 03 April 2014 - 04:28 AM

  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.
 

  
Months ago when Peds posted that techs don't know their jobs until they finish each one, I made it a point to ask my techs (3) how they do it here. They all said they know their jobs at the beginning of the day. It usually changes, but they know before they start, what jobs they are initially assigned. And another installer on this site confirmed that he too was given his jobs before he started (IIRC, he said he checked his jobs on line and if he had everything he needed, he could sleep in a bit longer because he didn't have to go to the warehouse first).

But you also said they are supposed to have everything on their trucks. If that is the basic premise DirecTV works on, it is obviously flawed. Especially when there is new equipment that might not be fully stocked.

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?


As you said above, because they are supposed to have everything on their trucks. ;)

#24 OFFLINE   peds48

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Posted 03 April 2014 - 07:38 AM

  
Months ago when Peds posted that techs don't know their jobs until they finish each one, I made it a point to ask my techs (3) how they do it here. They all said they know their jobs at the beginning of the day. It usually changes, but they know before they start, what jobs they are initially assigned. And another installer on this site confirmed that he too was given his jobs before he started (IIRC, he said he checked his jobs on line and if he had everything he needed, he could sleep in a bit longer because he didn't have to go to the warehouse first).

But you also said they are supposed to have everything on their trucks. If that is the basic premise DirecTV works on, it is obviously flawed. Especially when there is new equipment that might not be fully stocked.


As you said above, because they are supposed to have everything on their trucks. ;)

Make sure you also ask them if they are "sub partners" or in house (O&O and HSP) it still work the same for sub partners, but since they have a smaller "pool" of jobs, the principal can "pin" jobs to his techs which won't change, but this leads to another set of issues...


Here’s to the crazy ones.
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The the troublemakers.
The round pegs in the square holes.

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They’re not fond of rules, and they have no respect for the status quo.


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#25 OFFLINE   Bill Broderick

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Posted 03 April 2014 - 08:08 AM

  
Months ago when Peds posted that techs don't know their jobs until they finish each one, I made it a point to ask my techs (3) how they do it here. They all said they know their jobs at the beginning of the day. It usually changes, but they know before they start, what jobs they are initially assigned. And another installer on this site confirmed that he too was given his jobs before he started (IIRC, he said he checked his jobs on line and if he had everything he needed, he could sleep in a bit longer because he didn't have to go to the warehouse first).

But you also said they are supposed to have everything on their trucks. If that is the basic premise DirecTV works on, it is obviously flawed. Especially when there is new equipment that might not be fully stocked.


As you said above, because they are supposed to have everything on their trucks. ;)

 

Yes.  But at peds48 pointed out earlier, since this is new technology that many techs haven't been trained in yet (which would mean that these techs shouldn't have them on their truck yet), and because supply is short, some techs who are trained aren't able to get them onto their truck.

 

It really comes down to the person who is actually dispatching the installations to verify that he's assigning a job to a tech who is appropriately trained for a job using new technology and that the tech has the necessary equipment assigning a job to a particular tech.






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