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Recourse for Missed Install Appt?

Discussion in 'DIRECTV Installation/MDU Discussion' started by jacobp, May 24, 2010.

  1. ndole

    ndole Problem Solver

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    Aug 26, 2009
    Last year, Christmas eve, I had 2 upgrades and a service call. Not 1 tip.
    It seems like the jobs that really warrent gratuity never pay off. And when I do see a gratuity, it was for something simple and easy, just that the customer was really pleased that I solved their problem.


    A smart supervisor once told me, "If you linger around long enough, eventually your customer will pay you to leave." :lol:
     
  2. hilmar2k

    hilmar2k Hall Of Fame

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    Mar 18, 2007
    And you have that option if/when a service appointment is missed by DIRECTV.

    Expecting DIRECTV to reimburse you for wages lost due to missed work is ludicrous.
     
  3. amorse2183

    amorse2183 Legend

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    May 24, 2006
    The ludicrous thing is that they are unable to be on time for an appointment, especially when the OP spoke to them that day and wasn't told about the lack of proper equipment until it was after the appointment window.
     
  4. ndole

    ndole Problem Solver

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    Aug 26, 2009
    If technicians only had 2 installs all day, in the same town, in new construction houses.. then sure, there's no reason for them to run behind.
    If you want to start discussing 16hour days, I can relate. Except back then, I wasn't payed by the hour. And I sure wasn't payed for driving time. But nevertheless, I drove as many as 6 hours per day from one nighthmare job to another with as many as 8 appointments in 3 4hr timeframes.
    Running late is unfortunate for everyone involved. If the ech doesn't complete the job, then he doesn't get payed either. Maybe D* should pay the tech for the lost income on the job because they didn't send his HSP enough equipment. :rolleyes:
     
  5. wilsonc

    wilsonc Legend

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    Aug 22, 2006
    Good Luck with that.....:rolleyes:
     
  6. amorse2183

    amorse2183 Legend

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    May 24, 2006
    it wouldn't be a bad idea. But again, I have to ask how any of that is the OP's problem as a customer? He still paid for service, scheduled an appointment to have the service installed, waited all day for the installer to show up, and still has NO service, and can't get the service until he reschedules for another day. I'm sorry you have to drive and work in stressful conditions, but in the end the only thing that is important is that the guy still doesn't have the service he paid for.
     
  7. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    Sep 5, 2006
    Allen, TX
    The OP got service that day. http://www.dbstalk.com/showthread.php?p=2472114#post2472114
     
  8. hilmar2k

    hilmar2k Hall Of Fame

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  9. joe diamond

    joe diamond Hall Of Fame

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    Feb 28, 2007
    Just to put it in perspective, as an installer here is one of many:

    Receive request to contact a cx for prompt installation at 7:00PM after dark.
    "How can I help you, sir"
    "You can get your ass out here and connect my father to the damn satellites so he can get his news."
    " I don't have your work order...who are you...let me pull over so I can write...(.dead line)."

    The next day I got a call about refusing to do an installation.

    Two days later I got a work order to the same name, made several calls to attempt an appointment....back in the fulfillment days. Finally got another call from the same son...."where the **** you been?...If my father had been some rich white guy you would have had your ass over there to connect him yesterday!...right?...are you still there?"


    To eliminate the middle of the story...

    I went to the father's address and installed the equipment. Directv would not activate the equipment because there was an outstanding balance on a previous account. I cut my long cable runs off the building exterior, grabbed the multiswitch and dish and left.

    I missed a day of work on other jobs. The HSP wanted me to go back and get the receivers for FREE.....even though they had been shipped to the cx.

    So jobs for three days were late...but I called all of them and moved on.
    And at least one of those jobs started with, "where you been, man?...we been waiting here all morning."

    Joe
    .
     
  10. jacobp

    jacobp Legend

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    Dec 22, 2003
    OK, I'll admit I was mad when I started this thread -- mostly at the lack of communication and the apparent lack of coordination between DTV, the installer in the field and his boss. And my "6 mos. free service" was my knee jerk reaction to being upset. I'm sorry I got so many of you riled up.

    Bottom line is that the owner of the install company told me that he would rent a truck to go to the distributor and pick up the equipment he needed. He and the installer then met at my house at 6pm to do the install. DTV was extremely gracious as well.

    The install went well, about two hours. And after I corrected some erroneous settings in 'Satellite Setup' all is well.

    Again I'm sorry for starting this thread up.
     
  11. RobertE

    RobertE New Member

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    Jun 9, 2006
    There's no need to be sorry, everyone has a bad day and should be allowed to vent somewhere. It's good that you've gotten things setup, have calmed down and are now putting things in their proper perspectives.

    :)
     
  12. joe diamond

    joe diamond Hall Of Fame

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    Feb 28, 2007
    +1

    Exactly!

    The sales wonks and CSRs that build these expectations should strap on a van (white but not too cute) and go hang a few dishes.

    Joe
     
  13. ndole

    ndole Problem Solver

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    Aug 26, 2009
    Sales wonks! :lol: I love it!
    "So, you like our big warehouse and all of our shiny new vans? Then you should see our loudmouth sales wonk!"
     
  14. joe diamond

    joe diamond Hall Of Fame

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    Been there and bought the tee shirt!

    I did note the permanently and professionally lettered sign on each van with the 800 number; "Technicians Wanted." Somebody knew there would be a constant turn over and new dudes would be needed.

    The problem with turn over is,,,everyone has a first day on the job. When you have constant newbies you get constant newbie errors. Fire and the wheel get invented over and over.

    Finally, this thread is about customer recourse....they do not pay for anything and have no recourse. As long as the installation is FREE it is valueless to them.

    Joe
     

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