I guess you should talk to the HOA if they recommended this specific installation company. D* would refer you to them also since they can't take much action to someone who is not in their HSP network.
Third-party install problems - help!
I am a new D* customer and I have gone through quite an ordeal in the past two weeks. I don't know who to turn to for help - I was hoping someone on this forum could help.
First - let me give you the cliff notes version of what has happened so far.
I originally called D* directly on Tuesday, August 26th to get the ST package with the new deal and was happy to get an installation appt for that Friday. Later that night, I found out that since I live in a condo with an HOA, I needed to contact a 3rd party installer to do the installation using the existing dish on the building. So I cancelled my appt with D* and called the 3rd party installer on Wednesday, August 27th.
The CSR with the 3rd party installer told me he would be able to give me the same deal D* gave me directly, and the install tech would call me within 24 hours. On Friday, August 29th, I still hadn't heard from anyone, so I called the CSR back. He told me that the equipment had been shipped to the tech, and he gave me the tech's direct line. I called the tech and left a message for him.
I waited over the long weekend with no return call, then called the CSR again on Tuesday, September 2nd. He told me there had been a problem with the equipment shipment, but everything had been worked out and he would call the tech to check on the status and give me a call within the hour.
The next day, I still hadn't heard back, so I called the CSR again and he was not there, but I talked to another person. He told me he would call the tech and give me a call right back. Four hours later, I called again, and was able to talk to my original CSR. He said the equipment was being shipped that night, and the tech would call me within 24 hours. (looks like I was back to the beginning - but at least the CSR said I was on "priority" status)
Luckily, I did get a call from the tech that night - and scheduled an appointment for Saturday at 3:00 PM.
Guess what? The tech didn't show up. I called his direct line and left several messages, but didn't hear anything.
On Sunday, I called again, and talked to the manager of the install tech company. He said my tech had been in a car accident and they couldn't get to the car to get the paperwork to contact the customers he was supposed to help. I was told that a different tech would come at 4:30 to do the install.
The new tech came at 4:00 and took several hours to do the installation. While he set up the receiver, I noticed that there was an error with Satellite 119. He told me that it was okay - it was an old satellite that they didn't use anymore. It sounded fishy to me - but he assured me it was okay. And when I got a picture, he showed me several HD channels that appeared to work fine.
After the tech left, I checked several channels, and noticed some of the HD channels didn't appear - searching for signal. Also, I noticed that only one tuner was working. I checked the back and noticed that my wall had only one cord, so he had only set up one of the tuners. I know that it could be a question of wiring, but he didn't even mention it to me and didn't mention the SWM option either.
This morning (at 6:00 am) I got a call from the install tech manager asking me how everything went. I mentioned the problem with the HD channels. He asked me to run a satellite check, and it showed 0's for 119. I told him about what the tech had told me, and he admitted that was wrong - and the tech would have to come back out to fix it. I also asked about the SWM option for the 2nd tuner - and he told me that was a Dish Network thing and not D*.
Later this morning - I called D* directly, because I realized that I wasn't getting all the channels I was supposed to get with the Premier package. On this call, I found out that my account had never been set up - the receivers had been added to an existing customer in my city with my same name. I spent the last hour trying to get this resolved, which I think I did. (I am not at home, so I can't check).
Oh - I almost forgot, during this mornings call to D*, as I was setting it up, the CSR seemed desperate to end the call, but I had several questions. At 8:59 he quickly said goodbye and I was cutoff. Is this normal for 9:00? Do they clear the board? I had to call back and talk to another CSR.
Sorry for the long diatribe - but I am frustrated, and I was wondering who I can complain to. Since it is a 3rd party installer, who do I go to with a complaint? If I was paying him, I would ask for a discount of some sort - but since install was free? I guess you get what you pay for. Do they have to answer to D* in any way? I am not sure if it was laziness or incompetence - maybe both.
I can surely say - this D* better have some phenomenal picture quality and programming - or else TW might never get the cancellation call.
First - let me give you the cliff notes version of what has happened so far.
I originally called D* directly on Tuesday, August 26th to get the ST package with the new deal and was happy to get an installation appt for that Friday. Later that night, I found out that since I live in a condo with an HOA, I needed to contact a 3rd party installer to do the installation using the existing dish on the building. So I cancelled my appt with D* and called the 3rd party installer on Wednesday, August 27th.
The CSR with the 3rd party installer told me he would be able to give me the same deal D* gave me directly, and the install tech would call me within 24 hours. On Friday, August 29th, I still hadn't heard from anyone, so I called the CSR back. He told me that the equipment had been shipped to the tech, and he gave me the tech's direct line. I called the tech and left a message for him.
I waited over the long weekend with no return call, then called the CSR again on Tuesday, September 2nd. He told me there had been a problem with the equipment shipment, but everything had been worked out and he would call the tech to check on the status and give me a call within the hour.
The next day, I still hadn't heard back, so I called the CSR again and he was not there, but I talked to another person. He told me he would call the tech and give me a call right back. Four hours later, I called again, and was able to talk to my original CSR. He said the equipment was being shipped that night, and the tech would call me within 24 hours. (looks like I was back to the beginning - but at least the CSR said I was on "priority" status)
Luckily, I did get a call from the tech that night - and scheduled an appointment for Saturday at 3:00 PM.
Guess what? The tech didn't show up. I called his direct line and left several messages, but didn't hear anything.
On Sunday, I called again, and talked to the manager of the install tech company. He said my tech had been in a car accident and they couldn't get to the car to get the paperwork to contact the customers he was supposed to help. I was told that a different tech would come at 4:30 to do the install.
The new tech came at 4:00 and took several hours to do the installation. While he set up the receiver, I noticed that there was an error with Satellite 119. He told me that it was okay - it was an old satellite that they didn't use anymore. It sounded fishy to me - but he assured me it was okay. And when I got a picture, he showed me several HD channels that appeared to work fine.
After the tech left, I checked several channels, and noticed some of the HD channels didn't appear - searching for signal. Also, I noticed that only one tuner was working. I checked the back and noticed that my wall had only one cord, so he had only set up one of the tuners. I know that it could be a question of wiring, but he didn't even mention it to me and didn't mention the SWM option either.
This morning (at 6:00 am) I got a call from the install tech manager asking me how everything went. I mentioned the problem with the HD channels. He asked me to run a satellite check, and it showed 0's for 119. I told him about what the tech had told me, and he admitted that was wrong - and the tech would have to come back out to fix it. I also asked about the SWM option for the 2nd tuner - and he told me that was a Dish Network thing and not D*.
Later this morning - I called D* directly, because I realized that I wasn't getting all the channels I was supposed to get with the Premier package. On this call, I found out that my account had never been set up - the receivers had been added to an existing customer in my city with my same name. I spent the last hour trying to get this resolved, which I think I did. (I am not at home, so I can't check).
Oh - I almost forgot, during this mornings call to D*, as I was setting it up, the CSR seemed desperate to end the call, but I had several questions. At 8:59 he quickly said goodbye and I was cutoff. Is this normal for 9:00? Do they clear the board? I had to call back and talk to another CSR.
Sorry for the long diatribe - but I am frustrated, and I was wondering who I can complain to. Since it is a 3rd party installer, who do I go to with a complaint? If I was paying him, I would ask for a discount of some sort - but since install was free? I guess you get what you pay for. Do they have to answer to D* in any way? I am not sure if it was laziness or incompetence - maybe both.
I can surely say - this D* better have some phenomenal picture quality and programming - or else TW might never get the cancellation call.
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Unfortunately, by being in a Condo whose HOA has a contract with this company, you have to deal with that company, and either complain to them or to the HOA. DirecTV can't really help you there, as the contract is between the HOA and this company.adsmith482 said:Sorry for the long diatribe - but I am frustrated, and I was wondering who I can complain to. Since it is a 3rd party installer, who do I go to with a complaint? If I was paying him, I would ask for a discount of some sort - but since install was free? I guess you get what you pay for. Do they have to answer to D* in any way? I am not sure if it was laziness or incompetence - maybe both.
I know this is frustrating, but keep at it a little longer and you should get things resolved. Unfortunately, they should have been much more clear with you about any limitations on your configuration there before they signed you up. Virtually all MDU installs have limitations; usually they have to use existing wiring and have other limitations, especially budget limitations, imposed by the HOA. For example, if the HOA won't pay for SWM equipment, you won't get it.
IMO, it really is excellent. Installation problems can be frustrating, but once resolved (and you've certainly been patient up to this point), it is a fantastic product.I can surely say - this D* better have some phenomenal picture quality and programming - or else TW might never get the cancellation call.
As others have mentioned, you will have to take up your installation woes with your condo association. I don't know how yours is organized, but many are owned by a corporation that is in turn owned collectively by the condo owners. In that case, you do have a say in the form of your vote about how this is handled. You might even want to look into become more active in the association so you can voice your opinion and effect change in regards to issues like this.
This is a problems that D* has created for themselves. Their CSR's are compensated and reprimanded by keeping calls short so that they can handle more calls with fewer human resources. That CSR should not have abruptly ended the call with verifying that he had answered all your questions. I would call and complain about this. If that CSR did make changes to your account, there should be a record of him doing that so that a manager track him down and make sure it doesn't happen again.adsmith482 said:Oh - I almost forgot, during this mornings call to D*, as I was setting it up, the CSR seemed desperate to end the call, but I had several questions. At 8:59 he quickly said goodbye and I was cutoff. Is this normal for 9:00? Do they clear the board? I had to call back and talk to another CSR.
I have talked to the installer several times and he told me that he couldn't run 2 lines to my hd dvr because there were only 3 lines running from the outside box to my unit. Since I have 1 hd dvr and 2 sd receivers, all 3 lines were being used.
I have asked him several times about the swm solution - but he doesn't have any idea what i am talking about. If I called DirecTV and told them about my problem, is there any chance they would do an SWM install for me, or do I have to try to install one myself?
I have asked him several times about the swm solution - but he doesn't have any idea what i am talking about. If I called DirecTV and told them about my problem, is there any chance they would do an SWM install for me, or do I have to try to install one myself?
Again, DirecTV cannot do anything here; it's a commercial installation (called an MDU, for Multiple Dwelling Unit), and there is a contract between the MDU provider and your HOA. The HOA "owns" the dishes and switches, and the MDU provider is under contract to maintain it for the HOA. If you start messing with it, you can be liable to the HOA.
Now, having said that, if you were to purchase a SWM-8 on your own, you might be able to get the MDU provider to install it (it will need 4 lines from their switch as inputs) in their network closet and connect it to one of your feeds, where you can distribute it internally yourself. You'd have to check with the MDU provider to see if they will allow this. DirecTV will not get involved in any way.
Nearly all MDU systems are installed long after the buildings have been built and wired, and are always limited by the existing cable. HOAs never want additional cables run, much less are they willing to pay for it. Thus, MDU providers and tenants alike have little choice but to live with those limitations.
SWM technology is new, and is not cheap compared to a 6x16 switch that can support 5 or more units. The MDU provider isn't going to upgrade out of the kindness of their heart, so if the HOA won't pay for the upgrade, it won't happen. Thus, if you want to be an exception, you'll have to bear the costs and do all of the legwork to make it happen. Such is life in condo-land.
Now, having said that, if you were to purchase a SWM-8 on your own, you might be able to get the MDU provider to install it (it will need 4 lines from their switch as inputs) in their network closet and connect it to one of your feeds, where you can distribute it internally yourself. You'd have to check with the MDU provider to see if they will allow this. DirecTV will not get involved in any way.
Nearly all MDU systems are installed long after the buildings have been built and wired, and are always limited by the existing cable. HOAs never want additional cables run, much less are they willing to pay for it. Thus, MDU providers and tenants alike have little choice but to live with those limitations.
SWM technology is new, and is not cheap compared to a 6x16 switch that can support 5 or more units. The MDU provider isn't going to upgrade out of the kindness of their heart, so if the HOA won't pay for the upgrade, it won't happen. Thus, if you want to be an exception, you'll have to bear the costs and do all of the legwork to make it happen. Such is life in condo-land.
The building is only 3 years old - and the MDU provider was the one who did the original wiring - during building construction. My problem is... the MDU provider seems to have no idea what I am talking about when I mention the SWM.
What costs would there be to the HOA or the MDU provider to install the SWM, other than the $150 or so for the SWM-8?
What costs would there be to the HOA or the MDU provider to install the SWM, other than the $150 or so for the SWM-8?
Again, you'll need to contact the MDU. None of us could give you any information about the contract between the MDU and the HOA.
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