[TVfan481]

I'm brand new to the forum and the world of satellite tv (at least I was hoping to be)

I moved to a new house last month. Initially I had Comcast installed for internet and TV. On his way out, the installer told me that Comcast was not yet pushing HD channels in this area, only the digital channels and they could not tell me when HD would be available.

I had never had satellite before, but thought the deal DirecTV was offering would be a perfect solution (buy Sunday Ticket gert Premiere package). I set up everything and scheduled the install on the DirecTV website. I was very excited.

Some background info on my house - it's brand new and I paid to have a "technology package" which includes multiple cable runs (RG6, Cat5, etc) from every room in the house to a Honeywell structured wiring panel in the basement. There were even 4 RG6 lines pre-run into the attic down to the box, so that as you want to switch from cable to satellite, you just swap the lines in the panel. I figured such an install would be the easiest these DirecTV guys run into and would go smoothly. All they would need to do is put a dish on the roof and hook up the lines in the attic and we're all set.

My install was scheduled for Saturday (2 weeks ago). Within the time window, this red truck with a ladder shows up. There was no DirecTV signage on the vehicle and my only clue is that the installers did have DirecTV shirts on. The installers were a couple of tatoo-covered punk kids (maybe 19 years old) who got out of the truck smoking and threw their cigarettes on my driveway.

Non-professional appearances aside, I gave them the benefit of the doubt and began to explain to them the set-up in the house and what they would need to do. At this point they advised me that the 32 foot extension ladder on their truck could not reach my second story roof (keep in mind that I do not have a walkout, so it's only ~20ft to the roof) and that instead I should pay them an extra $75 to dig a hole for a pole next to my house. I had to advise these clowns that digging a hole near underground propane lines was not a good idea and that it has to be a roof install. They said that I would need to reschedule and they can send someone with a bigger ladder.

I agreed and as soon as they left, I called the 800 number for DirecTV, told them the story and demanded another contractor for the install. The soonest they could get out to me would be the following Saturday. I figured it would be a week late, but agreed since I really wanted to get DirecTV.

This new install was supposed to occur between 12 and 4 on Saturday. At 5:45pm I got a call that went something like this:

DTV: Uh, can you help me with directions to you house?
Me: (gave directions) So you're on your way, i guess you're just running late?
DTV: Uh no, actually I'm off now, I just wanted to get directions to add them to your file.
Me: So you're not coming to install today?
DTV: No, you need to call and reschedule.
Me: Thanks, but I am going to call and cancel the whole order.

And so I called 800 number for DirecTV and canceled the order.

Now maybe it's just me and my expectations were wrong, but I assumed that DirecTV (in their attempt to sell against Comcast) prided themselves on customer service.

I am dumbfounded that you have a customer (me) willing to pay for your services, but you can't even get a guy to my house to hook up 4 cables so you can start collecting revenue from me?

For all the bad things about Comcast, at least they can accomplish that part - getting someone to your house and hooking up the service.

Is this all just a random outcome of bad events, or is DirecTV really this bad?

 

[BattleZone]

Unfortunately, then answer is that, yes, sometimes it is that bad.

On one hand, DirecTV is a fantastic product, and IMO the best TV service you can get.

On the other hand, a good install is critical to the experience, but DirecTV simply does not give the installation process the importance that (I feel) they should. From their perspective, they continue to have big growth every quarter, so they apparently don't think it is as big a problem as it is. Lots of folks would disagree.

There are some factors to consider, which, you, as the customer, may not care about at all, and that's understandable:

- This is DirecTV's busiest time of the year, and even during their slowest period, they've had trouble keeping up with demand; their HD product is great, and tons of people want it, and during NFL Sunday Ticket season, there's always a big spike in demand.

- Demand spikes means lots of newly-hired people, both in-house and subcontractors, who naturally won't be very experienced.

- In many areas, DirecTV is making changes with the installation contractors, so there is a lot of chaos going on right now, with territories being moved and some contractors being bought out.

- DirecTV has, for over a decade, outsourced all installation work, to keep it at arm's length and give them someone to blame.

- DirecTV installers get paid very, very little, and pay has gone DOWN over the last 5 years, while the amount of additional work, cost, and hassle to get jobs done has grown every year. Most of the good, experienced installers have been run out of the business, to be replaced either by clueless newbies who haven't yet figured out how badly they are being screwed, or by scammers who have found a way to "make it pay" by either taking lots of shortcuts or by ripping people off. Of course, DirecTV's pay and treatment of their installers virtually ensures this will happen.

So, in the end, it's like this: if you can "survive" the installation process, DirecTV is fantastic. By luck of the draw, some folks have a great install experience and some folks have the worst time. We advise and help here where we can, but there's only so much we can do from a web forum.

One alternative is to sign up through a local retailer in your area (if they do their own installs). Like any other business, some are great and some are lousy, but you can probably figure out the difference if you call around. At least you'll have someone local who can take care of you if you have problems.

Otherwise, it sounds like you have a pretty good handle on what needs to be done, so stick to your guns and don't be afraid to send away anyone who makes you uncomfortable, or to request a senior tech.

If you can get your install done, and done right, you'll be happy with your DirecTV.

 

[davring]

IIP, excellent response. You need to save this to your doc file so you can reuse it for the many prospects with the same doubts/questions.

 

[rahlquist]

IIP that's a very excellent summary.

For TVfan481 you had a crummy experience. And yes it sounds like your install could have been a dream install. The most difficult part would have likely been the attaching of the dish and alignment. Attach the cables, install any needed multiswitch at your panel and hook up receivers in each location you ordered it for. While I can understand the experience with the install may have soured it for you , perhaps another try may be in order. The fast appointments you've gotten are pretty good considering some folks here are reporting up to 5 week waits for this time of year.

 

[thestaton]

When we had D* installed in Delware back in 2005 our experience was about the same if not worse. Shaddy van, shaddy installers. I called up D* and demaned that a authorized D* installer with a D* van, uniform, and crediblity come out, and that if they sent the same goons out again I would be contacting the BBB, and anyone who would listen... That meant local news channels etc.

If I remember within 48 hours they had it rescheduled, and everything went great.

It's good that you have this in writing because once you do get service, you can use this example to get a discount on the service.

When you signed up did you get the AAA, referal, showtime (year), nascar hotpass, and all the perks you are supposed to get when you sign up? If not it might have been a blessing in disguise.

I just recently had D* installed in KY about two weeks ago and the installer was great, service was great, and the follow up appt went great as well. So there is hope.

I hope it works out for you.

 

[firefighter4evr]

When i had my D* installed in june .. the installer showed up in a 1980's chevy van, in fact it was an old police van... still said "police" down the side of it and had all the lights on it! :lol: The installer did not speak english so, trying to explain that the dish and wiring where already installed and alll he had to do was check the signal at the dish, hook up the rec. and act. them was very difficult. he ended up walking to his van, slamming the door, and left!.....


I called D* and demanded that a supervisor show up at my house TODAY... to my supprize, he did showed up. he looked everything over and did the install.... :lol:

 

[joshjr]

My install last month was great as well. I was very impressed with his knowledge. He knew alot more then most installers would in my opinion. He had been certified on the new dishes (which I did not get) and answered all of my questions. Now that was the second guy. The first one was hispanic and did not speak good english. He managed to tell me that I could not get locals after he was 3 hours late and then left.

 

[joe diamond]

FOR SALE: 72 Pinto with cable spool on roof.
Ladder Rack and ladder included but block the passenger door
Directv parts too numerous to mention in trunk & back seat.
Be a contractor tomorrow!
PLZ CALL AFTER 5:00PM
BEST OFFER

Joe

 

[RACJ2]

I agreed and as soon as they left, I called the 800 number for DirecTV, told them the story and demanded another contractor for the install. The soonest they could get out to me would be the following Saturday. I figured it would be a week late, but agreed since I really wanted to get DirecTV.

This new install was supposed to occur between 12 and 4 on Saturday. At 5:45pm I got a call that went something like this:

DTV: Uh, can you help me with directions to you house?
Me: (gave directions) So you're on your way, i guess you're just running late?
DTV: Uh no, actually I'm off now, I just wanted to get directions to add them to your file.
Me: So you're not coming to install today?
DTV: No, you need to call and reschedule.
Me: Thanks, but I am going to call and cancel the whole order.

And so I called 800 number for DirecTV and canceled the order.

TVfan481, if you really want D* keep trying until you get what you want. If you want a good installer, I suggest you order a total of 5 tuners (2 DVR's & 1 receiver). If you do, they are supposed install the SWM LNB, which means a more experienced installer will have to do the job. Also, get the number for the company doing the install, call them direct and be nice to them. Explain what happended last time and that you are hoping that it will be a better experience this time.

I have to tell you that my experience with D* until the final install was horrendous. Back in Dec 07, I signed up on line and was so frustrated when it would not give me an install date. Then when I called and talked to a CSR, they said they couldn't do anything with my order for 24 hours. So I said forget it and cancelled.

Then I really wanted NHL CI in HD and D* is really the only player. So in August 08, I signed up again and requested a 9/4 install, after I returned from vacation. I wanted the SWM LNB and HR22 DVR's. First try, wrong equipment, but get a manager to agree to install what I requested. Reschedule for 9/8, installer calls at 7 am, wrog equipment again. Call the manager and promises installer will be on site at 1 PM with correct equipment.

Get busy with work and notice its now 4 PM, no installer. Call manager again, goes to voicemail. At 6 PM, get a call from the installer and he is on his way. Arrives at 7:30 PM, does a great job and is very friendly, finishes up at 11:45 PM. Below are a couple pictures of the clean job he did. He put the dish on the backside of my roof and aimed it over the peak. Can't even see the dish from the street. I am now a happy customer.

[Click on links to see picture]
View attachment 15651 View attachment 15650

 

[TVfan481]

Thanks for all the advice - especially about ordering more tuners to get a better installer. I guess I will try again later. I had ordered online originally and didn't realize that there was a AAA discount for calling (since I'm a member).

 

[K4SMX]

BTW, $75 for a pole mount is the standard fee for that type of installation, and if accomplished properly with 120 lbs. or so of Sakrete and a perfectly plumb 2" pole, is vastly to be preferred to a roof mount for a whole bunch of reasons, which may not include aesthetics. It's worth every bit of $75. Those were probably not the guys to do that job, but seriously consider the pole mount as the preferred solution.

 

[BattleZone]

When we had D* installed in Delware back in 2005 our experience was about the same if not worse. Shaddy van, shaddy installers. I called up D* and demaned that a authorized D* installer with a D* van, uniform, and crediblity come out

Areas differ, but in my area, an in-house tech (the guys who drive the nice DirecTV vans) have a 60% monthly turn-over rate, so a DirecTV van almost ensures a total newbie installer. Granted, there will be a handful of supervisors for an area who drive them and know what they're doing, but they usually don't do many installs once they reach that level.

The point being: appearance does not equal knowledge or experience, at least not in the areas I've worked. I drive an older white Toyota 4x4 pickup with a custom contractor's rack and shell. It doesn't look "corporate DirecTV", but my installs were good enough to get tips from the customers almost daily.

IMO, the most important thing, no matter who does your install, is how they communicate to you. It is VERY important that the customer (the one who is most concerned about the install, NOT the spouse who doesn't care) is at home for the install, and the customer should walk the site survey with the installer, who should be able to explain the installation plan during the process. That should be enough for a customer to be able to figure out if the installer knows what he is doing, or if he is totally clueless, or has a bad attitude. If one of the latter, send the installer on his way and reschedule.

 

[edh2006]

Long time D* customer. Never had professional install until I got my 1st HD-DVR. Installed KA Ku Dish on a roof pallet when I got my 1st HD receiver. Wasn't sure the location would work and I was about to reroof the house so I didn't want to drill holes in the roof. When I reroofed last year I installed the dish behind the chimney (as my wife didn't want to see it from the front of the house) carriage bolted it to a 2x6 between the roof rafters over an ice & water membrane and roofing and silicon sealed every thing. Stable as a rock! I ran twin quad shielded RG6 to MBR and another pair down to the basement (both under the roof ridge-vent and then along the overhang - virtually invisible with only a couple of feet of cable on the roof) with home runs all the way to the receiver locations. When the installer arrived with the new HR21 to replace H20 when I got my 2nd HDTV and I told him all he had to do is repeak the dish (as I had already installed all of the connectors, grounding blocks, etc and already had an extenion ladder up so he could walk to the dish) he was so happy with the time I saved him he gavce me an extra HD Dish - (we have a second home), a multi switch, two bags of compression connectors, a OTA antenna for CT local HD as I'm in the NYC local channel area. Clearly this installer didn't have much work to do but even though I have my own signal meter, since he adjusted the dish, I never get rain fade or signal loss unless we have a real downpour.

 

[jsmuga]

Thanks for all the advice - especially about ordering more tuners to get a better installer. I guess I will try again later. I had ordered online originally and didn't realize that there was a AAA discount for calling (since I'm a member).

Just a thought if you are going to reorder you need to do it within 30 days. If you reorder after 30 they will run another credit report, you do not want two inquiries on your credit report.

 

[brant]

Awhile back I built a spec-house and put the "technology package" in (Leviton SMC). When it sold, I was explaining all the benefits to the homeowner and how great it would work out.

He called me a couple of weeks after moving in and said the directv installer told him the structured wiring package I installed "wasn't wired right".

It was basically just a schedule 2 install; two RG6's and cat5e's to every drop. I ran 5 coax's to the southwest corner of the house (no cable in this neighborhood; knew it'd be sat). I attached one of the coax's to a 1x6 passive splitter for whoever bought it to feed with an antenna.

The sat installer hooked the coax from the splitter to the dish, expecting it to distribute the sat signal through the house (how he made this connection, I have no idea). I left two "competitive brackets" in the SMC for them to install their switches in the panel, and had all of the coax's labeled.

I talked to the installer and told him how it was setup, and to install the switches in the panel. He said that wasn't possible because they had to be grounded to the service. So after telling the guy install a grounding block then feed inside, he still insisted this would not work. The panel itself had a #10 ground going directly to the service also.

I hung up assuming all went well.

I went back by the house and found the sat installer had run coax along the exterior of the house, and drilled through the walls to feed the coax through. It was a complete disaster. A beautiful new house with cables strung all up and down. The installer insisted that it "just wasn't wired right".

 

[Terry Kennedy]

Is this all just a random outcome of bad events, or is DirecTV really this bad?

As others have said, the installer you get could be good or bad. DirecTV is apparently taking steps to provide a more uniform customer experience with installs, but given the number of installs or service visits per day that each installer gets, combined with the level of pay, there will probably still be issues.

One alternative is to have the install done by an independent installer (look under Home Theatre or Audio Visual Services). Another is to do the install yourself. Note that in both of these cases, you'll almost definitely have to purchase equipment (which will still be considered "leased" by DirecTV) rather than getting some free or reduced-price deal packaged with a DirecTV install. That's a tradeoff thay only you can evaluate for your particular situation.

I've always done my own installs and upgrades. I also have a signal meter and all the installation tools / supplies and I'm glad to help anyone in the larger NYC metro area.

There are lots of resources available for do-it-yourself installs. There's dishpointer.com for evaluating location choices, and the training videos are available from Solid Signal. As long as you feel you could do the install safely (mainly dealing with heights), that's a definite option, particularly if you're the "if you want it done right, do it yourself" type, like I am.

 

[ironwood]

Awhile back I built a spec-house and put the "technology package" in (Leviton SMC). When it sold, I was explaining all the benefits to the homeowner and how great it would work out.

He called me a couple of weeks after moving in and said the directv installer told him the structured wiring package I installed "wasn't wired right".

It was basically just a schedule 2 install; two RG6's and cat5e's to every drop. I ran 5 coax's to the southwest corner of the house (no cable in this neighborhood; knew it'd be sat). I attached one of the coax's to a 1x6 passive splitter for whoever bought it to feed with an antenna.

The sat installer hooked the coax from the splitter to the dish, expecting it to distribute the sat signal through the house (how he made this connection, I have no idea). I left two "competitive brackets" in the SMC for them to install their switches in the panel, and had all of the coax's labeled.

I talked to the installer and told him how it was setup, and to install the switches in the panel. He said that wasn't possible because they had to be grounded to the service. So after telling the guy install a grounding block then feed inside, he still insisted this would not work. The panel itself had a #10 ground going directly to the service also.

I hung up assuming all went well.

I went back by the house and found the sat installer had run coax along the exterior of the house, and drilled through the walls to feed the coax through. It was a complete disaster. A beautiful new house with cables strung all up and down. The installer insisted that it "just wasn't wired right".

That sucks. Its funny though that the overall perception on this forum thanks to certain people is that DirecTV HSP installers are all bad and contractors are lifesavers. I've seen nothing but bad contractors because I am the one fixing their "great" job for free. They are not trained like we are on the newest technology. I cant tell you how many 3-sat dishes I had to replace free of charge or rebuild KaKu installs. In fact I didnt know about good contractors until I found this forum.

 

[BattleZone]

ironwood,

There's a better-than-average chance that some of the "contractors" you are talking about are actually RETAILERS (and not HSP contractors) who hire people to do their own installs. IMO, better than 2/3 of DirecTV retailers know very little about anything to do with the technology (the owners are SALESPEOPLE, not techs), and the installers they hire are usually the worst hacks in the area.

The other 1/3, or maybe 1/4, are usually pretty good, and do "advanced" work, but they also charge to do so. Lots of people want CHEAP, and there are plenty of retailers who only care that their boxes are activated.

Yes, there are bad HSP contractors too; usually what happens is a bigger contractor who already works for the HSP in other areas will negotiate an "install-only" contract to come into a new area. They will send a few techs from one of their other areas to the new location, and start hiring anyone who can say "DirecTV" and owns a 7/16" wrench. Usually those are the techs who have been fired by all of the local contractors, but the traveling contractor doesn't really care, because they'll be gone in 90-120 days anyway. They hire the hacks to go put in a bunch of systems, then leave before many of them can get QC'd. And because they have "install-only" contracts, they never have to service their own installs.

You've got to love the HSPs and their little programs, right?

 

[mjtville]

Thanks for all the advice - especially about ordering more tuners to get a better installer. I guess I will try again later. I had ordered online originally and didn't realize that there was a AAA discount for calling (since I'm a member).

This is my advice for what it is worth............. directv.com. All the information you need is right there. Packages, pricing, even what is included in a free professional installation( click on installation on the bottom of the home page) along with what is not included in a free installation and is considered as custom work.

Now research in your area for an Independent Authorized DirecTV Dealer (this would be a local business that concentrates on DTV service rather than washing machines or vacuum cleaners). Local high end home theater companies are sometimes DTV Dealers. But if not, they may give you a referral to someone that they recommend because of quality work. Once you find a dealer go ahead and ask all the questions you want.

" THE ANSWERS SHOULD MATCH WHAT YOU READ ONLINE". (AAA discount does however make me scratch my head).

The same promotions, packages, and pricing, period. If the answers don't match, move on. You need a company that has their own installers and a company that stands behind their work. The smart ones will back up the quality of their installs because of charge backs . You cancel service, it will cost them.

 

[ironwood]

ironwood,

There's a better-than-average chance that some of the "contractors" you are talking about are actually RETAILERS (and not HSP contractors) who hire people to do their own installs. IMO, better than 2/3 of DirecTV retailers know very little about anything to do with the technology (the owners are SALESPEOPLE, not techs), and the installers they hire are usually the worst hacks in the area.

The other 1/3, or maybe 1/4, are usually pretty good, and do "advanced" work, but they also charge to do so. Lots of people want CHEAP, and there are plenty of retailers who only care that their boxes are activated.

Yes, there are bad HSP contractors too; usually what happens is a bigger contractor who already works for the HSP in other areas will negotiate an "install-only" contract to come into a new area. They will send a few techs from one of their other areas to the new location, and start hiring anyone who can say "DirecTV" and owns a 7/16" wrench. Usually those are the techs who have been fired by all of the local contractors, but the traveling contractor doesn't really care, because they'll be gone in 90-120 days anyway. They hire the hacks to go put in a bunch of systems, then leave before many of them can get QC'd. And because they have "install-only" contracts, they never have to service their own installs.

You've got to love the HSPs and their little programs, right?

Yeah Retailers probably is what I was referring to.