Seriously? You realize you are out of my receiver 1/2 way into my install time???

Discussion in 'DIRECTV Installation/MDU Discussion' started by 996911, Sep 3, 2010.

  1. Manctech

    Manctech Icon

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    Jul 5, 2010
    Make notes to call you 1 hour before your time frame. Make sure they note it that you will meet the technician at your house. Unfortunately not all techs are this diligent but I always call all my am's at 8 and pm's at 12 to let them know approximately what time I will arrive and that if they need to run out I will call them when I leave the job prior to theirs.

    Sounds like you got a raw deal but really it's sticky situation. Like I said, for all we know he was running around trying to find the equipment you need but gave up 3 hours into your window.
     
  2. adamson

    adamson Godfather

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    Nov 9, 2007
    Houston, TX
    Im not sure what retailer it was but it said they had over 9000 HR24's in stock. Why are they stocked to the moon and installers have nothing? Im with the OP this is rediculous period. We all know how exciting it is when we were first installed. Its a tough blow really to him.
     
  3. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    I like being not entirely ludicrous. ;) :D

    And not having equipment I expected to show up for an install that day happened to me all the time.

    As Manctech said, nobody is happy with the outcome, no more than your wife is happy with her no-shows, 996911. I ran both a home custom install and a stand alone car audio install shop. I'd drop by the car shop and see my installers all standing around and no cars in the bays. I'd look at their appointment book and it was full. They'd tell me about the no shows, and this is after calling those folks ahead to remind them about their appointment. And, unlike your wife, there was no way in the world I could charge them for missing an appointment. Best Buy didn't, and therefore we certainly couldn't. You got to be competitive.

    What I've been trying to say all thread is that this is a bad situation. I've been on both ends of the deal. It sucks on both ends, whether it be with a customer (those no shows always seemed to happen on pay days) or a woman. But, and this is my big but, it doesn't deserve this level of invective.
     
  4. 996911

    996911 Go Pack!

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    Tobacco...
    Really, you think this is invective? Come on. It's not even close to that. You really need to choose your words carefully and put down the GRE vocab study guide.
     
  5. 996911

    996911 Go Pack!

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    Tobacco...
    James, thanks for your candor and your insight into the world of the installer. I had no idea it ran this way. Now I really shift my blame to D* rather than the installer.

    I am going to call D* later this afternoon to voice my displeasure (politely) but make sure they understand how inconvenienced both myself and the installer have been. I just need to make sure I ask for the correct department. Is there a specific department to ask for? I can't imagine the basic CSR is who would (or should) field this call.
     
  6. adamson

    adamson Godfather

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    Nov 9, 2007
    Houston, TX
    Again why do retailers have plenty of equipment and installers nothing?? Oh remember you will find no love here.
     
  7. Manctech

    Manctech Icon

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    Jul 5, 2010
    And heres the problem. There isn't. The local offices for the installers do not do enough, and D* doesn't do enough. In a perfect world the local office would know what equipment they have and don't have and know what jobs can be contacted prior to the installation date but this just doesn't happen. Just make sure the CSR notes the job heavily. If the person on the other end has a thick accent and does not understand you perfectly, then ask for someone else.

    It's very often where the notes go missing or make no sense or are incorrect. Also ensure these are tech notes and not supervisor notes. Techs don't see the sup notes on a work order and usually written in abbreviated jargon.


    Now while I will defend installers for what they put up with I will say that they are PART of the problem. It is impossible for an office to track every piece of equipment. Some installers might be rolling around with spare receivers/power inserters/LNB's/etc. This tech is holding on to them and not sharing because he knows if he does, he will lose money.
     
  8. 996911

    996911 Go Pack!

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    Tobacco...
    Well, since I have the afternoon off, I think I will go have lunch with my wife :)

    Thanks again James!
     
  9. joe diamond

    joe diamond Hall Of Fame

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    Hey guys...looks like a fun game!. Here is my ante:

    As an installer.....showed an new guy how to check the eq against the WOs. If additional eq was needed get it or call the cx before leaving. As the day goes on call each cx with some sort of ETA and verify the stuff on the WO. Try to get into the MASTEC switchboard as the day goes on to close the finished jobs.

    Arrived at the last job after dark and about an hour away from the next to last stop. Surprise, surprise...during the installation we discovered that the SDDVR that was on the truck at 7:00AM was now gone!.....office wonk took it out of the truck because it had to go back to MASTEC for an AC update & inventory correction. Sure everybody was pissed!

    SO 996611, here you go:

    There is a specific department...For polite voicing of displeasure the CSR will be glad to let you rant...............and get the tech back charged $100.00.

    For slightly louder rants directed at specific persons select profanity or no profanity...........tech still gets hit.


    Get the idea?

    Joe
     
  10. 996911

    996911 Go Pack!

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    Aug 24, 2006
    Tobacco...
    Joe, why would the tech get charged for D* not fulfilling the order? I don't understand how that is the installers problem.
     
  11. Carl Spock

    Carl Spock Superfly

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    So how was lunch?
     
  12. 996911

    996911 Go Pack!

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    Tobacco...
    Fantastic. Tried a new place. Had some gourmet burger the size of a small child. Needless to say I won't need dinner. Probably the best time to call D* is now while I have an insulin rush and am totally relaxed :)
     
  13. Carl Spock

    Carl Spock Superfly

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    Sep 3, 2004
    :lol: :righton:
     
  14. Sartori

    Sartori Legend

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    Nov 15, 2008
    Thats why I bought my own HD-DVR's and ran my own cable...
     
  15. samrs

    samrs MANC

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    Flat Branch, NC
    So, during your conversation with the tech did you get your original questions answered concerning the type of equipment on your work order. Will this saga be continued next week in a new episode.
    Humm!
     
  16. usnret

    usnret Icon

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    Jan 16, 2009
    Manctech - how often does the "supply truck" come. Seems like the appts could be made after delivery of equipment. Not trying to put stuff on anybody, just trying to figure out how things could be made better. Seems as though everything revolves around the "supply truck" and what it contains.
     
  17. BattleZone

    BattleZone Hall Of Fame

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    Typically, trucks come once or twice a week. In Cleveland, they generally had a truck on Monday or Tuesday, and sometimes a second one Tuesday or Wednesday. Whatever was on those trucks was what that local office had for the entire week. And if the office ordered 3000 HD-DVRs for the week and only 450 showed up, then several thousand jobs would have to get pushed back. If 1600 SWM LNBs were ordered, you might get 1500, but only 900 power inserters. Obviously, the LNBs are useless without PIs. And items like SWM16s are nearly impossible to pry out of the warehouse folks' hands.

    That's happening now, but equipment has been in short supply for well over a year. The offices are always out, or nearly out, of something, so managers have to spend a HUGE percentage of their time calling around to find equipment and then driving around to pick it up and then drop it off for a tech. It's a major waste of time, energy, money, and other resources.

    Techs have to sit around and wait, hoping some equipment is found somewhere or that someone else's job doesn't go in so that they have equipment for their job. And then it's the tech who has to tell the customer that he can't do the job when that equipment doesn't actually materialize. Keep in mind the tech sat around for hours with no pay.

    Of course, things aren't necessarily any better on the other side of the fence (Dish). Out of 11 AM jobs, 7 canceled. One canceled outright by the customer (same-day cancel), two were people who set up Mover's but weren't moved in yet, one was a customer who "forgot" and wasn't home, one was a customer who "didn't realize new cables were needed" and didn't want to move his stuff out of the installer's way or let him into one of the rooms, one was a customer who was tired and wanted to sleep in, and one was a customer with no LOS (apartment, approx 98% tree coverage).

    My completion rate is in the toilet, and my techs are driving around for nothing, and we can't do anything about it, because the customers aren't cooperating. Oh, I haven't even mentioned that three of the remaining 4 customers changed their orders and needed different equipment delivered.

    Today was worse than average for sure, but installers get it from both directions (company and customer).
     
  18. Shades228

    Shades228 DaBears

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    Mar 18, 2008
    I was going to say another reason that they called late was because another customer chose to change their order. If the tech left with just the equipment needed and then a customer wanted another HD DVR they could have gotten that one. Either way someone would have been upset. However I think that some of these problems might start to be resolved "soon".
     
  19. RonnieT24

    RonnieT24 Mentor

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    Aug 25, 2008
    Maybe it's just the luck of the draw living in Silicon Valley but the installers out here have always been tremendous. Of course I probably see a half dozen trucks roaming my general area at all times. Still it's my understanding that out here at least, the installers are all independent contractors and not part of DirecTV and as such service can sometimes be a crapshoot. I am knocking on wood as I type this.
     
  20. Tisby

    Tisby AllStar

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    Jun 4, 2010
    Is Silicon Valley O&O? If DirecTV is paying for those techs HOURLY you bet your last dollar they're stocked! My warehouse gets a truck once a week. It is supposed to be Monday, but sometimes the truck doesn't show until Tuesday. Today was my day to get gear. I got 2 HD/DVRs & 6 HDs for 6 days of installing. After today, I have 0 HD/DVRs and 5 HDs. Let me know how you think this weekend is going to go... :mad: At least I get Holiday pay! :)

    *On a side note, I did receive all 24s except 2 of the HDs were 20-600s. I wonder who the lucky winners of those will be this week...
     

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