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Installer never showed (Ironwood)


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10 replies to this topic

#1 OFFLINE   mstecker

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Posted 16 October 2006 - 08:42 PM

I had a scheduled installation today from 1-5, so I took off work to make sure I was home for them. 5:00pm rolled around, no show. I call Ironwood (local installer), they told me that someone would be here between 6-7.

It's now 7:30, and I'm getting frustrated. I then looked up Ironwood on Google and saw their office was only 5.5 miles away! I figure they could make it, so I try calling their office but nobody is answering the phone anymore.

So now I just got off the phone with D* retention and he told me that he put in a complaint towards Ironwood and they would be penalized for this and he gave me 1 month free (which is cool).... but how am I supposed to watch my D* without a dish and reciever?

The retention guy said they (Ironwood) are required to at least call me tonight to let me know what's going on. I guess I'll just sit up and wait and wait...

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#2 OFFLINE   AlbertZeroK

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Posted 17 October 2006 - 03:30 AM

you'll find some installers are just like this. No communication at all with their customers. Not saying it's typical, but it's not uncommon.

You're best bet is to call DirecTV today during the day and have them call Ironwood with you on the phone, DirecTV often has more weight that just you calling.

#3 OFFLINE   bigpuma

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Posted 17 October 2006 - 01:56 PM

That's too bad, I also had Ironwood install my DirecTV this past Saturday and they actually called me around 10:30 to ask if the installer had arrived yet. The install time was between 8 - 12noon. He hadn't shown up so the lady on the phone called the installer then called me back to give me an update on his status. It worked out great.

#4 OFFLINE   micah67

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Posted 17 October 2006 - 02:52 PM

I'm in San Diego, too. I had an install scheduled for Sunday afternoon that was canceled. After many calls to ironwood and D* retention, I have a reschedule for this Wed afternoon. They initially rescheduled me for 10/31 - *NOT* acceptable.

I was told by an Ironwood employee that they had three techs quit over the weekend and another call in sick.
~micah

#5 OFFLINE   mstecker

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Posted 17 October 2006 - 06:00 PM

wow 3 techs quit? i wonder what's going on over there... well I spoke with Ironwood this morning and was pretty pushy. I must have called the main call center because she called the SD local office and spoke with a manager. Since I was being upset she got them to put me first on the list wednesday (supposedly) and she agreed how ridiculous it was. They originally wanted to reschedule me for Nov 4 but I wasn't having that.

We'll see if they show up this time...

#6 OFFLINE   SJLOU

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Posted 17 October 2006 - 06:55 PM

So I too was waiting around today for my HR20 and 5 LNB install. The Ironwood installer was suppose to show between 8-12 p.m. NO SHOW!

I called D* and told them about this. They gave me Ironwoods direct number. I called and then the CSR tells me my install was cancelled due to lack of equipment for the install. What kinda crap is this! No one even called. The only call I got was one confirming the install time and to make the TV had three feet of clearance to make the install easier. I asked the person on the line if they thought the lack of communition was acceptable?

I called D* back to complain they offered to give my Showtime for 3 three months for free. I rejected that offer since I really don't have the time to watch the HBO I already have. They ended up giving be HBO for six month - no charge.

D* better think better of how they schedule these installs as well as who they work with.

#7 OFFLINE   mstecker

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Posted 18 October 2006 - 12:32 PM

All installed. I'm happy now.

#8 OFFLINE   loot87

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Posted 18 October 2006 - 04:18 PM

Appointment made on 9/17 for 10/2 install, by Ironwood.
Mon 10/2 8-12 install window: They call at 8:15 and say they don't have any HR-20s. New install scheduled for 10/3, 8/12. This is cool as I still get to work at reasonable time.

Tue 10/3 8-12: Call comes at 10:30 that they don't have any HR-20s. Given choice of Thur/Fri/ or Sat install. I take Thur and tell them to call me before 10:30 next time they're not coming. She says she'll note that to the tech. I say "That should be common sense."

Thu 10/5 8-12: No one, no call by 10am. I check my orders on D* site. Says that the install in scheduled for Sat, 10/7. I guess she put down the wrong appt. I call D* Retentions and complain. No chance of getting them out that day because they're out of HR20s again. D* gives me $200 credit. After the $150 taken off of the initial purchase, this makes the whole thing free and I was not a previous HR10 owner, though I have been with D* for 7 years and get Sunday Ticket and Gameplan every year.

Sat 10/7 8-12 install. Tech calls around 10:00. Says he'll come at 11:30. At 11, he calls and asks if he can slip me to the PM because of existing customer problem. No problem I say. I had to take my kid to soccer and record Clemson-Wake Forest anyway. 3pm he shows up.

About 2 hours putting up the dish and 1.5 hours getting HR20 working. Part of that is my fault because the two new wires I ran from the dish (before he got there) didn't work. Also the new multiswitch didn't work and he didn't have another one.
So we just take the two old wires that are good and run straight into HR20. It's 6:30 and I have people over and I have picture. I tell him I know how to use it and I'll setup the remote and do the software download later, so he leaves. He says that he'll definately bring new multiswitch by ASAP.

Sun/Mon - I get up in the attic and fix all of the wiring. Get HR-20 and old TiVO working without multiswitch.

Mon 10/9. I call D* to make sure I get new multiswitch. They tell me they can stop by 10/10 with new one 12-5.

Tue 10/10. About 3:30pm, the first installer shows up with the new switch as promised. I say, "Wow, they sent you again." He doesn't know what I'm talking about, says he was just delivering on his promise. Doesn't know about existing work order. So he calls in and cancels the other guy that was supposed to show up. New multiswitch works with HR20, old Philips TiVO, and old Sony A series.

Anyway, Ironwood is definately understaffed.
They don't seem to reliably have stock to cover their appointments. Maybe they have a supply issue and it's not their fault. Maybe they're just always optimistic.
I don't know who's job it is to look at stock and decide who gets their appointment kept vs cancelled, but that's definately not happening in time. By 8am on the morning of an install, they should know what they can do that day. Calling at 10:30 doesn't cut it. But at least they called I guess.

My tech was good and had many years of experience with Comcast. Nice guy, dealt with my crappy wiring, didn't complain, and brought the switch like he said. He didn't try charge me extra for anything. I was really ready for trouble with the dish location or the wiring, but he worked with me.

If I had gotten the troubles some people have said, I would taken the new dish and receiver in my house and told them to leave - "I'll take it from here". But I didn't have to pull that move.

#9 OFFLINE   micah67

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Posted 19 October 2006 - 10:36 AM

With a window of 1pm to 5pm, the installer showed up at 4:45. I had a dinner meeting and left about 10 minutes before he showed up. Apparently, the instructions I left with my wife were enough as everything was fine when I got back. He was there for about two hours and 1.5 hours was spent installing the dish. Looking at the dish install this morning and I'm pleased: a very clean installation.
~micah

#10 OFFLINE   RCKYMTN

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Posted 19 October 2006 - 07:30 PM

I had Ironwood do my installs, dish and h20 with one, hr20 and additional line on another. the installers were pretty cool, called first, etc. But customer service when talking to the reps over the phone is terrible. They have an attitude that they just didn't care. I have tried to reschedule something, and their calendar only goes like two weeks out - what a joke.

as far as I know, Ironwood is the only one in the denver area to do installs - Directv is doing a poor job of who they contract with. They should be using more contractors if possible. The installers at ironwood seem way overworked. The first guy said he has been working like 18 days straight. Felt sorry for him, but probably not his fault.

The CS reps at their office or call center - which ever it was- need to learn some basic customer relationship skills - they are terrible.

#11 OFFLINE   loot87

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Posted 23 October 2006 - 05:09 PM

Were you talking to reps in Retentions or the main number?




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