Tech Support Has Gone To The Dogs

Discussion in 'DIRECTV General Discussion' started by adamson, Jul 11, 2016.

  1. inkahauts

    inkahauts Well-Known Member

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    No stop trying to rewrite what I said. If an installer doesn't do his due diligence and explain to a customer why he can't get Los then he is lazy.

    If an installer thinks that he is being insulted by me because i say an installer is lazy because he doesn't do that then most likely that installer is lazy and shouldn't be an installer in the first place.

    I don't mind insulting people who don't do their job by calling them lazy. That's their problem not mine.

    I never said all installers are lazy. I laid out a specific thing that I find they should attempt to do and if they don't I called those installers lazy for it.
     
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  2. inkahauts

    inkahauts Well-Known Member

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    Very very true. But you still have to take the time even if it's just a little to explain it to them. It's when you don't that you fail at customer service. some will just never get it. But you have to give everyone a chance to understand it. That's the difference between being lazy and not. Someone who at least gives it a try. You sound like you take the time and I applaud that!
     
  3. inkahauts

    inkahauts Well-Known Member

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    Is the wvb inline or on its own line of coax? Can you move it around a little bit? The house doesn't happen to be lath and player does it? Do you have cordless phones on the house and are the 5ghz?

    I'd suggest trying small moves of the wvb before anything else. Sometimes even a foot make fix the issue if there's some weird reflection going on. How close is it to your wireless router as well?
     
  4. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    As long as you know you are insulting people. I'd rather people avoid insulting people they don't know and they have never met. Often their insults are directed at other members of the forum who have the same job or dare to explain of defend the actions of those not present. Insult wars are never good.


    Perhaps in the noise I missed that "specific thing". I have asked specific questions that have not been clearly answered. To "do their due diligence" is not a specific thing. What you believe is due diligence is probably different than what other people consider due diligence.

    It is a sketchy area to judge or pre-judge what "due diligence" is in all situations ... so I understand why one would want to remain vague and not specify a list of actions that MUST be done. But that vagueness also allows for the possibility that due diligence was done. Whether or not one accepts the outcome.
     
  5. 242424

    242424 AllStar

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    You don't honestly expect them to stop their silly pissing match do you? lol
     
  6. inkahauts

    inkahauts Well-Known Member

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    Considering I know i have responded directly to his question and he hasn't replied back...

    This thread has as much to do about his specific problem as it does how people work in the field..
     
  7. inkahauts

    inkahauts Well-Known Member

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    People who hear someone state a fact about their work and find it to be insulting obviously aren't doing their job so no, I have zero issue with that. Maybe they should figure out how to change the facts so they don't feel like an insult?

    And due diligence is taking some time to give a good coherent explanation to a customer that any customer with fair common sense will understand. And every customer is different. Some will never get it because the internet said otherwise... but the vast majority will if it's done right. And it won't take long for something like this.
     
  8. peds48

    peds48 Genius.

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    To clarify a few points. If there is an appointment scheduled, a truck must roll. Regardless if is the 5th time someone has called it NLOS. When I said I have even called it using Google Maps, I meant that when I saw the work order and punched the address on Google Maps and saw the street view of the house, I have been able to call NLOS before I get to the house pretty successfully. However I still have to go to the house to tell the customer of such. I use my inclinometer to confirmed (what I already knew) and pass the bad news to the customer.

    On existing account where a customer calls for a 771, and upon arriving to the house, most of the time is clearly visible that this customer partnership with DirecTV is about to end, when the issue relates to LOS. Some times there are alternatives, and those can be seen without using any instruments, the same way one can determine when there is NLOS without using any instruments on obvious cases.

    So the point of this discussion was that yes, it is possible to SOMETIMES (depending on the customer's residence) to know that there is clearly NLOS just by standing in front of the customer's front door. The same applies to be able to tell that there is LOS when the area around the customer's home is clear of any obstacles


    Sent from my iPad Pro using Tapatalk
     
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  9. inf0z

    inf0z Legend

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    I think that's really the point - people don't know. Had the tech taken an extra 5 min to take the customer in to the back yard and show him WHY he won't receive signal, this would have provided the customer with peace of mind. Because you've said people don't know, what conclusion do you expect them to arrive at when some dude stands in the front yard and tells them they won't get signal from the back yard?
     
  10. peds48

    peds48 Genius.

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    Do I need to show you that you will get wet if you jump into a pool?

    If you see a big tree in front of your dish and you know your property, and you still call DirecTV, then there is not much to be shown. What ever is shown won't make sense regardless, if it would of made sense, they customer would of either cut the tree or cancel the service or call DirecTV for a relocation.

    Sometimes people dont want to see the big elephant in the room.....

    BTW, what you quoted me and what you are trying to say are two different things.


    Sent from my iPad Pro using Tapatalk
     
  11. ZandarKoad

    ZandarKoad Mentor

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    [SIZE=10.5pt]As an installer, all you need is one instance when you roll up to the little house in the great big woods, and think to yourself "Oh yeah, this job is going down. I can't see the sky at all. 100% NLOS." Then you get out, talk to the customer, and do your five minute walk around the property line only to discover...[/SIZE]

    [SIZE=10pt]· [/SIZE][SIZE=10.5pt]There is an empty field 100' behind their house with clear LOS, or[/SIZE]
    [SIZE=10pt]· [/SIZE][SIZE=10.5pt]There just happens to be low height brush to the immediate south in the back yard, giving you clear LOS, or[/SIZE]
    [SIZE=10pt]· [/SIZE][SIZE=10.5pt]They have a two story chimney at the north end of their long ranch home, just barely giving you clear LOS, or[/SIZE]
    [SIZE=10pt]· [/SIZE][SIZE=10.5pt]There is already an old dish there where the previous homeowner carved out a nice window for clear LOS, or[/SIZE]
    [SIZE=10pt]· [/SIZE][SIZE=10.5pt]etc.[/SIZE]

    [SIZE=10.5pt]And this has happened to me dozens of times after thousands of installs.

    Can you tell if there is no line of sight just by guessing from the front of the house? Sure, maybe with 75% to 90% accuracy. But make sure you remember that it's just a fun guess for your own amusement. Do the walk around every time for the 10% to 25% chance that you are dead wrong and the job can go in. If someone asks me to give a second opinion, and I know the first guy who was out there, then I might insist on a sight survey fee for rolling out.

    Here's what I recommend if you are a customer dealing with NLOS and you really want your TV: Take ownership of your installation. Don't blame the tech or the service provider. No one will be more interested in getting you TV than you.
    [/SIZE]

    [SIZE=10.5pt]Then follow these no line of sight steps (listed from easiest to most insane):

    Get details from the first satellite technician
    [/SIZE]
    [SIZE=10.5pt]Get a second opinion[/SIZE]
    [SIZE=10.5pt]Get a third opinion[/SIZE]
    [SIZE=10.5pt]Contact an independent satellite installer[/SIZE]
    [SIZE=10.5pt]Cut down some trees or branches
    Do your neighbors have satellite TV?
    [/SIZE]
    [SIZE=10.5pt]Go really far away from your home
    Install the dish on a high antenna tower
    [/SIZE]
    [SIZE=10.5pt]Install the dish on a tree[/SIZE]
    [SIZE=10.5pt]Install the dish underground[/SIZE]
     
  12. trh

    trh This Space for Sale

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    And how do you get LOS if the dish is underground???
     
  13. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    I believe that was the joke at the end of his post ... although install in a tree would also be a non-install for a DIRECTV paid tech. (You could probably get a local independent installer do to just about anything you were willing to pay for and they were willing to risk.)

    DIRECTV paid installers must work under the rules DIRECTV sets forth for them. Getting creative is not an option. If the install cannot be done from the ground or the ladder carried on the truck it isn't likely to happen.
     
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