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Tech says "Check My Attitude"

Discussion in 'DIRECTV Installation/MDU Discussion' started by dkraft, Sep 7, 2010.

  1. trh

    trh This Space for Sale

    Nov 2, 2007
    NE FL
    I'm sorry. But this is not rocket science with regards to having the right equipment for scheduled installs.

    It seems from posts from installers here that it isn't until early morning on the install day that anyone checks to see whether they have the equipment needed for that day's install. Shouldn't the local installers be checking their jobs DAYS ahead of time and allocating the equipment per the work order? And if there is a shortage and no delivery scheduled 1-2 days prior to the install, the local company should notify the customer at that point and reschedule the appointment then -- days before the customer takes time off work or reschedules other appointments just to sit at home awaiting a phone call hours past the install window and being told "we don't have the equipment"? Yes, defective parts can cause a chain reaction, but with better planning and knowing future jobs and requirements, this too can be reduced.

    I scheduled service/warranty calls for residential construction for years. We knew what jobs we had and confirm materials at least two days before each job. And if we didn't have the part or couldn't get it before the job, I got to call the homeowner to explain. I always found the customers thankful for being told ahead of time so they could reschedule their day.

    Pretty basic customer service that I think DirecTV needs to implement.
  2. kcaudiofx

    kcaudiofx Legend

    Dec 26, 2009
    Bes solution to everyones issues here is call a local dealer! especially for new installs! if for an upgrade, yea it will cost you money but you will get it done a LOT quicker and not have to worry about missing a days work.. thats just my .02
  3. RobertE

    RobertE New Member

    Jun 9, 2006
    Nice idea, but it will never fly in the TV world.

    Right now I'm waiting to see what jobs I have for tomorrow. Note that it's 22:41 Eastern as I start typing this. I have ZERO idea what equipment if any I will be short.

    Why is it like that?

    Because DirecTv only stopped taking appointments a few hours ago. That data gets dumped into a system, it then "routes" the techs based on where they are, where the jobs are, etc. Once thats done, the supervisors, who think they can do better, undo what the computer does, reassigns jobs to techs, then it gets sent out. When? Anytime between now and 6 am. I guess I could get up at 3am to check and see what jobs got sent my way.

    Why can't the local offices call today on jobs for tomorrow that they know will be short on equipment? Inventory control isn't real time. They know what they *should* have started today with, they also know what they *should* have used today. But thats not always correct. Jobs get placed on hold for various reasons, but not closed. So that inventory is in limbo. They also won't know until sometime overnight an approximation of what is floating around on trucks in the field.

    Just like the airlines, they are not going to bump someone until the last possible minute. There may be customer cancellations, no shows, no line of sights, no landlord permission, any number of reasons why a job doesn't go in. Do you want to be the guy that gets pushed onto the reschedule merry-go-round at 0805 because they think they will be short, but in reality you job can go in, on time, maybe even early because of one of the reasons above? Didn't think so.

    The tech shouldn't have said what he said. *However* I can fully understand and relate to why he reacted as he did. He probably was crapped on all day getting the runaround from dispatch, the warehouse and his supervisor on if/when he's going to get the equipment, WTF to tell the customers, etc. When someone finally has the stones to pull the plug on the jobs for the day, he has to make those calls, undoubtedly getting bitched at in the process. So, when he finally gets around to the OP, who starts off by correcting him on what the name of "Whole Home DVR Service" is called, then that gets followed up by hearing about how the OP lost a days worth of pay. Knowing that the tech most likely lost a days worth of pay as well, I can see the guy getting pushed over the edge.

    Doesn't excuse him for his comments though. I probably would have just hung up at that point. Darn cell phone service. :p
  4. matt

    matt New Member

    Jan 11, 2010
    Why don't they stop doing next day installs? That seems like that would alleviate some of the issues?
  5. netraa

    netraa Godfather

    Mar 27, 2007
    That would require people to stop calling retentions and demanding to get the moon hung in their personal bedroom, ohh yeah, by the way, i want it hung at 8:28 am, and it must be the 24 series moons.
  6. Birdman79

    Birdman79 Legend

    Apr 7, 2007
    Funny how you said that,I had an install go down a couple of weeks ago because i showed up at an 8-12 i at 11:30,and the customer said that iam suppose to be done by 12 or DTV is going to give something up for it,but that's another story:grin:.
  7. joe diamond

    joe diamond Hall Of Fame

    Feb 28, 2007

    You da man! I watched in aw as a telco guy from VZ used that OSHA & the boots thing. I was a CATV sub at the time and did the outside work first...took off the boots and connected the TVs. Got lunch for being a gentleman.

    With the same company I passed on the high wind & a 28ft ladder deal. The CSR five states away told me to do the job or turn in all the work for the rest of the day. I was considering going back to the lady with free lunch when the wife paged me to bring in diapers for the kid.

    As long as installations are FREE customers will expect you to kiss their ass.

  8. nomar116

    nomar116 AllStar

    Oct 10, 2007
    My frustration with the process (and believe me it is HIGH right now) is that there is zero transparency and communication between DirecTV retention/customer service, the HSP, and a field tech.

    Today (and the last four days since my last failed install last Thursday) I call DirecTV's 800 number when my installer doesn't show on time. That person can only pass along a little tron via email message system to the HSP. The HSP calls me back in 20 minutes (read: between 10mins-6hours). I have no way of actually contacting this middle man (the "HSP," in my case "DirecTV Home Services") and they can only message the field tech...

    So when my field tech claims, after almost a two week lead on the install and a postpone of 4 days, that he doesn't have the equipment, can't do the install and I need to reschedule I have a laundry list of problems with that!

    1) Call me and tell me yourself! Why do I have to hear about this from a call center? One that, as soon as I hang up I will have to call back a DIFFERENT generic CALL CENTER!!??

    2) Why did you wait until 3 hours into our 8-12 install window to pass this message via this anonymous call-center!? I think some of the insight from field techs on here is telling, there really is a problem and its not their fault. But they know the morning-of and they have the ability to be the front-line of customer service by simply picking up their cell-phone and calling the customer to explain.

    3) Come to the house anyway! Maybe the LNB you THINK you need, you DON'T ACTUALLY NEED! Maybe I have a 5 lnb dish already installed on the house. Maybe I don't need a SWM because there's two lines run in the house. Both of these were the excuses they gave me in order through several phone exchanges with the call center today. Both of these could have been avoided and they could have gotten paid had they simply showed up to evaluate the job.

    4) How can I reasonably be expected to continue to reschedule appointments when you can't even give me an estimate of when my equipment will be available?

    Whatever, I'm tired. Rant over.

    At least I got to watch some DirecTV tonight through the help of you all here at DBStalk helping me install this thing myself...
  9. Richierich

    Richierich Hall Of Fame

    Jan 10, 2008
    Thank God I ordered my Whole Home DVR System early with Deca/SWiM and they had everything needed but they did wire my Multiswitch wrong and I had to change the way it was wired but I got it fixed finally (thanks to info from HDTVFAN0001) and now it is Working Swimingly!!! :)
  10. cartrivision

    cartrivision Hall Of Fame

    Jul 25, 2007
    That's why it IS his fault. If an installer does not have the hardware required to do a scheduled install, he should call the customer the day before and cancel.
  11. dkraft

    dkraft AllStar

    Aug 31, 2007
    Update: 11.10 am EST

    Still not a call back from the install company.

    Called Directv a few minutes ago. Directv put in an escalation request to the Install Company and they should call me back in 10-15 minutes. That's the same thing the Install company said at 5.00pm yesterday, "An install supervisor will call you in 10-15 minutes".

    You and I both know at this point I'm on the Installer **** List. :)

    Today customer support told me 2 things that were not told to me yesterday.

    1.The installer should not have waited until the middle of my install window to let me know he did not have the equipment. He should have called earlier in the day.

    2. The install company does not do the rescheduling. I should have been told that Directv has to do the rescheduling.

    I also need to clarify again. The installer thought he was to install ON DEMAND not the Whole Home DVR system. After I asked if he new what DECAs were and that's what I needed installed, that is when he said he did not have the equipment.

    The Installer did not read his order correctly. In my original post I stated that I confirmed with Directv the correct order was for Whole Home DVR. Directv confirmed the order was correct.

    To all the installers on here that gave their side of things, thanks for your input. However, how many of you have sent a letter like your post to Directv and or your Boss/Owner?

    No that is not attitude. I am serious. They were all well composed and seem to have the root of the problems outlined.

    It sounds like Directv should do this:

    Staring today do not schedule anything for at least 2 weeks out. That would give some time for the equipment supply chain to catch up.

    If an Installer has to call to cancel do to equipment problems the first words out of their mouth should be:

    "Mr Customer, this is Mr. Installer with Directv. Directv has not furnished us with the equipment needed to do your install. I am as frustrated as you. You'll need to contact Directv directly for a reschedule and to show your displeasure."

    Installer off the hook. Directv on the hook.

    I'll follow up after the installer calls back:)
  12. Steve

    Steve Well-Known Member

    Aug 22, 2006
  13. byrd

    byrd Legend

    Apr 29, 2009
    I know when I scheduled my install back at the end of August (the 26th) I could not get a date any sooner than ~5 weeks out (Sept 28th). They said that the free HD offers were generating a lot of equipment shortages and that they could not get to me any sooner. Why did D* handle my case this way, but don't seem to be doing this as standard operating procedure? Sure I was disappointed, but I do realize ordering sat TV isn't like ordering a burger at a drive through.

    After reading this thread, however, I'm a bit worried that I might wait 5 weeks and STILL not have the equipment available when my install date roles around.
  14. dkraft

    dkraft AllStar

    Aug 31, 2007
    Update 1.35 EST

    Still no call back. I think I am going to have to cancel so I can just move forward and forget about Whole House DVR with DECA.

    I already have it working using my own network. Problem is, anything more than 720p will not pay (skips real bad). That's why I wanted the DECA setup for better networking.

    Not really sure why my network will not handle 1080I. I have the Apple Airport Extreme with my DVRs plugged directly into the Apple Extreme.

    I guess I'll jump over to the Connected Home thread and do some reading.
  15. Steve

    Steve Well-Known Member

    Aug 22, 2006
    Ya. You should definitely go over to that thread. If you're currently hardwired CAT5 and the home network is otherwise "quiet", you shouldn't be seeing any MRV skipping. Unless your network is maxed-out with other traffic, sounds like something else is going on that I don't think DECA will solve. E.g, could be a failing hard disk on the server box. Just my .02.
  16. TBoneit

    TBoneit Hall Of Fame

    Jul 27, 2006
    I do computer repairs for a living. The polite customers do better. I have many, many repeat customers so I must be doing something right.

    However once in a blue moon I get a customer that wants it done right away, And they want it done their way. If you want it your way then why aren't you doing it?

    The last one of those types that came back after being asked to never return spent a hour yammering on about this and that. Finally when I just kept repeating "You've been asked not to come back" he said I'm going to complain to your boss. I pointed him to the businesses owner and he started over complaining again how we weren't treating him right. The owner finally asked him to leave too. Then a few weeks later he called on the phone and said do you really not want my business, which I confirmed.

    Some customers are not always right. We stayed polite however. Every time he came in it was good for at least 1 plus hour wasted. I suspect that there are few computer repair places where he is allowed these days. I know of at least two others where he was asked to leave and never come back too.

    I witnessed this person lie and bully on the phone to tech support and would not put it past him to do the same on websites.

    I have had people threaten to get me fired. They really got ticked off when I offered to call the owner for them and help them do it. I'm at the point where I don't have to work and that makes getting me fired a empty threat.

    We had to downsize last year. The other guy and I had a mild argument about who got laid off and I lost, I'm still working.

    I don't take at face value anything I see here or other websites unless I know that person is trustworthy based on past posts.

    Sorry for rambling on but if I were the OP I wouldn't have wasted my time calling and calling and calling, I would have just got on with my life. I wouldn't have even tried to get MRV now from viewing this website I know that equipment shortages would make that problematic.
  17. shadough

    shadough Icon

    Dec 31, 2006
    Hmmm. Must be a directv HSP thing. I work for an independent dealer, and we of course charge the customer for everything. SO we never goto a house without first ordering, then receiving all the equipment needed. Rarely do we ever get a bad LNB/switch/receiver but then we don't do anywhere near as many installs as an HSP. HO's come to us usually when they find out the FREE install will be 3-4 weeks away.

    But when I worked for a E* installer, doing the FREE installs, before we went home the night before, we would have laid out all the materials needed for the next days jobs. So maybe D* has something to learn from E*.
  18. BattleZone

    BattleZone Hall Of Fame

    Nov 13, 2007
    Dish takes *same day* appointments. Try planning your day when you end up picking up 25% of your calls mid-day. They are also push customers very hard to accept the earliest possible appointment, which makes for lots of reschedules due to customers not being ready, as well as a lot of jobs that actually go in, but don't have everything taken care of, simply because, say, 2 of 4 TVs weren't onsite and so the tuners on the TVs and the Dish remotes can't be programmed. Techs are still responsible for all of that stuff working, but also liable for having a good completion rate.
  19. dkraft

    dkraft AllStar

    Aug 31, 2007
    Update 6.35 pm EST

    No call back from the Installer.

    I'm throwing in the towel. Installer wins by default.

    Thanks to Steve here on the board that encouraged me to get off my duff and work my network problems out myself with our DECA.

    I went out to the Garage and dusted off my old Linksys Router. I hooked the DVRs up to the Linksys, gave the Linksys and the DVRs their own subnet and IP addresses. Plugged the WAN port in to the Apple Airport Extreme. Plenty of bandwidth!

    I got streaming 1080i and the 30 second skip over the network is like playback coming straight off the DVR it was recorded on! Almost no difference

    So bottom line, Installer won but I got 3 month of Starz free and my network upgraded by myself.

    I'm not calling Directv to cancel the install. I am going to see exactly how Directv handles this mess. I'll update when and if I ever hear back but for now, I'm happy.

    Thanks Steve for the kick in the butt :)
  20. Steve

    Steve Well-Known Member

    Aug 22, 2006

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