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Installer never showed (Ironwood)
Posted 16 October 2006 - 08:42 PM
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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Posted 17 October 2006 - 03:30 AM
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.
Posted 17 October 2006 - 01:56 PM
Posted 17 October 2006 - 02:52 PM
I was told by an Ironwood employee that they had three techs quit over the weekend and another call in sick.
Posted 17 October 2006 - 06:00 PM
We'll see if they show up this time...
Posted 17 October 2006 - 06:55 PM
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.
Posted 18 October 2006 - 12:32 PM
Posted 18 October 2006 - 04:18 PM
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.
Posted 19 October 2006 - 10:36 AM
Posted 19 October 2006 - 07:30 PM
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.
Posted 23 October 2006 - 05:09 PM