[JohnMI]

I have a co-worker that went from cable to D* back in August -- mainly because he is a football fanatic. Just before Christmas, he got an HDTV. He called D* to have his SD receiver replaced with the HD one. They told him "no problem" and that the install would be within 72 hours after he called to schedule it -- they told him to call back after Christmas to schedule the installation.

He called on the 26th hoping to have it installed on the 28th. When he did so, they told him that they weren't scheduling installations right now because "none of the installers were working during the holidays." They told him to call back the next week (i.e. January 1st).

Long story short, he has called several times starting on the 1st and has STILL been unable to schedule an install. Yesterday, he waited on the phone for almost 2 full hours (first talking to a CSR and then waiting to talk to a supervisor). In the end, they told him that the DVR units are backordered, so they aren't filling orders right now. He reminded them that he isn't waiting for a DVR -- he wants the HD receiver -- which they admit that they had available!

Today, he called our local installer (small town -- just one place really). They said that they have HD receivers in stock and people that would be happy to go out and do installations. They said that they have been pretty much sitting doing nothing as far as D* installs for the past 3 weeks because D* won't put any orders through!

What the heck is going on here? Why can't he get this done? I don't care if they are backordered on DVRs because of the Christmas season -- our local installer HAS the equipment that he needs and people to install it!

- John...

 

[Tom M]

I have an HD upgrade install currently scheduled for Jan 22nd with the order placed on 1/5/07. I just called to see if I could move that up and the CSR for the install company said they have been told (ordered?) not to move up any installs for upgrades and this policy is now company wide. Sounds to me like new customers are getting the preferred treatment for installs at this time and existing customer are getting screwed. Even if the local installer has room on their schedule they are not being allowed to do upgrade installs earlier than originally scheduled.

 

[JohnMI]

That would make sense EXCEPT that our local installer isn't doing ANY installs. It isn't like the new customers are getting in line in front of him. That I've seen before (with Dish) and would not be surprised by. What I'm surprised by is a local installer that is sitting with receivers in stock that are doing NO installs because D* won't put the order through.

My co-worker that I am talking about has STILL not been allowed to even SCHEDULE the install. Again, this is for an order that he placed on December 19th! And, as of today (he just got off the phone again after I wrote my first post above), D* will still not let him even SCHEDULE the installation. They are just sitting on it!

So, we've got an installer that hasn't had hardly any installs in 3 weeks that would love to do some -- that has the receiver in stock right now -- and we have a customer that D* won't schedule an install for. It just doesn't make any sense.

- John...

 

[boba]

Something seems to be going on in the HSP ranks. For two weeks there have been ads running in the local newspaper for installers, the company is a Directv HSP but is not currently installing in this area. Come Feb they will be installing in this area where Mastec has been the HSP. I don't know what is going on but it is looking like Directv is getting ready to shake up it's HSP services.

 

[D-Bamatech]

Something seems to be going on in the HSP ranks. For two weeks there have been ads running in the local newspaper for installers, the company is a Directv HSP but is not currently installing in this area. Come Feb they will be installing in this area where Mastec has been the HSP. I don't know what is going on but it is looking like Directv is getting ready to shake up it's HSP services.

he he.. maybe some "shake AND BAKE".. You may also be seeing those "rescue rangers" ads for techs. They are called the Afs. They run the coutry to "hot spots" in the relief of the HSP. Well let me tell you guys something. This faction used to be just called to upgrade areas (2nd dish for locals ect) AND storm damage areas ect. Now days they run wide open every day all day including in some areas Sunday's. You guys right Now have a extreemly stretched thin D* install force. Right Now there is those No bid contract HSp's ( and more subs than you can count) , the MSp, and the Afs ATTEMPTING to do this work. Its full force with ALL they have right now and has been. What you SEE it what youve GOT. One screwed up Joke/mess and a racket. Adds run on national Tv for techs even, & there is no One coming! New ones come, they cant take it long, get a check, and then call theirself a fool. They quit & the turn over rate is through the roof. D* did this to theirselves with the help of those greed laiden crooks of theirs. AKA those HSp's in which some that have many names on buildings But one controller and director (monopolized).
These names of Hsp's you people know here ,are just that... names in alot of circumstances.. Not pretty like i keep telling this forum.. Not pretty at all. Greed and articulated price fixing is NOW one big back lash. Like i said.. this is what You GOT.

Btw, Another Upgrade and another next day Install (from receipt of EQ), t-mor goes in while people all around me sit and wait and wait, and get lied too over and over again im sure.

Like i said. Forget this mess all together call a private dealer. Install comp for new installs. Go Buy ( or lease of what ever that other fraud is called) Your OWN rec's from retail web or in store. Call a local tech or IC and pay a little. Call D*, ask /tell before hand what you intend to do & Get reinburement/credit for the Rec and the labor If you can.
There IS No sense in waiting people.. None of my customers do.. why should You?

heck i have peole ording their OWN At-9 and Hr or H-20's and then calling to have this put in. One just spent 299$ on the Hr-20 (ordered from Florida) , ill sale him a at-9 for under retail (75$), a pole mount, an Additional outlet ect ect, Now he will pay for this But he wont sit and look out a window or sit on hold for 2 hrs just to be told another lie or fact of disappointment either. I think D* treated him well also in the credit area (without saying the numbers here so the world dont expect it.)

There ARE alternatives to 'what they say" trust me.

Btw another adjective that applies to this senerio of the install mess. "the right hand , has no idea what the left hand is doing" and this mess is the epitome of the word CHAOS. (lol). Where you people "sit"(cust's) , well it may not be too funny. But from ":where i sit" this is EXTREEEEEMLY funny and otherwise known as a simple description of: IMPLOSION!

 

[zipbags]

I had made an appoinment on Dec.22 for an HDdvr upgrade. I was given an appt for Jan.3. When that day passed I called and found out they never gave a tech my paperwork and it was not just me. They also told me that I couldn't get a new install date for a few weeks....that was just to get a new date.
Anyways, a few days later I found out my 2yr old Hughes HD receiver was going to be obsolete soon. So since I am a "A" customer they offered me a H20 at no cost. They set me up with a Jan.18 install. So a day or so later I called up and said look you are having someone come down and do most of the same work (installing the 5lnb dish). Why can't you bring the HDdvr with you and do it together. So they were able to schedule both work orders for the same time and date. But, to make sure Directv wasn't screwing around. I asked for the name of the installer. I called them today and they had both orders and are set to come that day. I told them the story and they linked the orders so they don't send two installers and different times to do basically the same job.

Off topic...Has anyone heard of Directech Northeast? They are doing my install.

 

[Blurayfan]

In my area Direct Sat is replacing another HSP (Apex) as of 12/01/2006. Alot of orders scheduled before the change never were switched to the new company and many customers had no shows.

 

[gregchak]

I placed my order for an HR20 on 12/22. They scheduled my install for 1/4. That morning the installer called and said he could not do the install because he didn't have the receiver. Because of the lack of HR20 stock, D* is not sending out the equipment they request, even though they are making equipment requests based on the installs D* has scheduled. In the installers words, there have been times where they have put in orders for say 60 units and they only receive 20. The good news was that the following Saturday, 1/6, they were able to install my new receiver. They got in a shipment of equipment on 1/5 and, as the installer reassured me on 1/4, if thee were any HR20's on the shipment one would be ear-marked for me. True to his word, I got one.

Kudos to my local installer.

 

[Rsudol]

SO i just did a dish movers order as i moved from NYC to Madison, Wi and since moving here back in august, just been making due with the fact that the dish was aimed wrong and only getting some channels. So i place the order 2 weeks ago, and the earliest that D* can get an install in is February 24th.

I just cant believe it.

 

[Wolffpack]

SO i just did a dish movers order as i moved from NYC to Madison, Wi and since moving here back in august, just been making due with the fact that the dish was aimed wrong and only getting some channels. So i place the order 2 weeks ago, and the earliest that D* can get an install in is February 24th.

I just cant believe it.

That's the master plan to get subs to switch....I guess. Otherwise DTV would do something about it wouldn't they?

 

[D-Bamatech]

That's the master plan to get subs to switch....I guess. Otherwise DTV would do something about it wouldn't they?

No cx retention access. Major waits when you call, alot of new phone automation diverting you in circles before you get a human and really attempting to keep you from getting a human altogether.

The time till phone attention (lack of rather) at the call centers ARE evidence ALSO.

Everyone (csr's) i talk to on the ph... well we share stories. ITS coast to coast (lol) and like i said the word of IMPLOSION is reaching new heights.
Todays Hr-20 upgrade well i laughed at "the whole deal" on the phone w/ D* (really in their face) about this while in less than 2 days after the cust called me i was there.

Ive scene effects of this and pure "get off the boat" attitudes. D* IS loosing customers over this and Also lost revenue from "all the freebies" to Keep customer Too.. None of this is rocket science as far is Biz and just simple customer care. Its wrong ,is appalling, and simply out right TACTLESS & A mess inside and out.

How long and low will it Go? nobody knows.

I know one thing, Malones crew better have a "preemptive strike" ready , OR getting on a *sinking ship may become more Of a disaster.

 

[efface]

How come no one bans D-Bamatech? The guy is obviously a troll and a disgruntled sub contractor judging by his name. Every post I have seen by him is only to instill anger.

I'm all for opinions but these comments are obviously to incite.

 

[Wolffpack]

How come no one bans D-Bamatech? The guy is obviously a troll and a disgruntled sub contractor judging by his name. Every post I have seen by him is only to instill anger.

I'm all for opinions but these comments are obviously to incite.

How about that. I see him as someone that has detailed knowledge of the industry. Not someone that signed up to the forum 5 days ago and has 3 posts.

Who would be considered the troll?

 

[jlancaster]

How come no one bans D-Bamatech? The guy is obviously a troll and a disgruntled sub contractor judging by his name. Every post I have seen by him is only to instill anger.

I'm all for opinions but these comments are obviously to incite.

I for one am rather enjoying the info...thank you very much!!

 

[tkrandall]

I miss the old (pre-Murdoch) DirecTV. They gave us a TIVO based DVR that actually worked, and they had an installer network that actually installed systems within a few days of purchase. All this talk of the current mess has me hestitant to upgrade to HD with them.

 

[D-Bamatech]

How come no one bans D-Bamatech? The guy is obviously a troll and a disgruntled sub contractor judging by his name. Every post I have seen by him is only to instill anger.

I'm all for opinions but these comments are obviously to incite.

Maybe re-word to : Incite TRUTH then you will get a more favorable response.

Maybe it is because you ARE part of "them" (the propagandists of 1800#'s and this regime of **** that control the mess anyway) is why you dont like the TRUE reflection Maybe. IF not then why would you Not like TRUTH anyway?

Sometimes TRUTH hurts, but no matter the pain ... .... IT IS REALITY!

(I dont like the rain either, but when i walk outside my butt gets wet doesnt it? So what would I be if i denied the water even hit my shoulder? hmmmm)

If D* was sailing smoothly you would hear me in glorification and also TRuth laden in *support*.. Sad to say, "this guy" cant say a good thing about D* right now, But yet nothing but truth is Still delivered.

I dont come here to read about some new channel, nor do i read for some technical mess, (although without EARL, i wouldnt know a thing about these software upgrades and mess, and i do use that part here/forum as an Information consensus ). I come here to read in print WHAT I KNOW as TRUTH from the layman of this country (AKA "tv watchers" and PATRONS of a contracted tv service).
I read and i read, .....what is it i read?.. EVIDENCE to TRUTH!

 

[psweig]

How about that. I see him as someone that has detailed knowledge of the industry. Not someone that signed up to the forum 5 days ago and has 3 posts.

Who would be considered the troll?

I enjoy his posts enormously His longer ones remind mr of Ring Lardner. (Anyone old enough?)

 

[carl6]

I for one fully agree that there are serious problems with DirecTV's HSP process. Installers and service tech's need to be employees and there needs to be a quality control process over them.

I also admit that I rarely read D-Bamatech's posts; his manner of expression and repetitiveness cause me to scan his posts very briefly, if at all. However I in no way feel he should not be entitled to post and express his opinion - I don't consider him to be trolling by any means.

As to the subject of this entire thread - unreasonable install delays for upgrade - I just upgraded to hi-def. I obtained my HR20 from a local retailer, brought it home, ran a couple of extra lines from my multiswitch and had it up and running in short order. I then called DirecTV to activate it, and schedule a dish upgrade for a 5-LNB dish. Four days and five phone calls later I have managed to come up with a valid order number in their system and a second promise that someone will call me within three days to schedule. And all DirecTV has to do is get someone who knows what they are doing here and he'll be done in 30 minutes. It's a ground level install with all wiring previously done.

I have also ordered a slimline 5-LNB from Solid Signal, and have no doubt it will be up and operational, probably before my DirecTV install is even scheduled, let alone accomplished.

Carl

 

[bobnielsen]

It seems that the installation scheduling issue has gone downhill quite recently. I ordered my HR20 online on December 20 (the day they started accepting orders, rather than adding folks to the waitlist). I was able to choose an installation date at the time (earliest was Jan. 8). The order included a 5 LNB dish, although I already had one. There was no way to delete it, so I later called and a CSR explained that they include it in all HD orders, just to be sure that it will be available if needed. The installer (Ironwood) called for driving directions when he was 20 minutes out and arrived shortly into the 1-5pm window.

Can things have degraded that much in three weeks?

 

[carl6]

Can things have degraded that much in three weeks?

It would seem so. It's the process. Sometimes it works, and sometimes it doesn't. Unfortunately, "doesn't" seems to be beating "works" all too often.

I have no idea what Ironwood's backlog is, or equipment inventory. But the problem in my case is the order was not processed properly by DirecTV to start with. And, the schedule is at least busy enough that their system won't issue me an install date, that has to be done by the HSP.

Or, maybe they were having so many problems with scheduling a date and the HSP not being able to honor it, that they just stopped scheduling dates all together and now refer all scheduling to the HSP's. Maybe this is a band-aid fix to a bigger problem.

Carl