Ironwood Communications

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Lack Of Service - Lack Of Gray Matter
Posted by on
PENNSYLVANIA -- In posting this review I hope to be of help to others who are likely to suffer similar problems regarding Ironwood Communications and DirecTV.
DO NOT BELIEVE THEM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
THEY ARE INCOMPETENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
THEY HAVE NO REGARD FOR YOUR TIME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
BRAZEN LIES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
EXCUSES-EXCUSES-EXCUSES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

First appointment : November 16th 2006
Ironwood's installer arrives at around 3:00pm There is slight rainfall and since the installation involves ( high work ) use of a ladder, the installer says that he is not comfortable working on a ladder while it is raining.I understand his reasoning as the satellite dish is just below the peak of our roof,two stories high. He said that my wife and I should call to reschedule the appointment which we did.

Second appointment: November 21st 2006
As always is the case with this type of business you are given a window of time as to when you might expect the installer. This appointment was 8:00am-12:00pm and Ironwood's installer arrived around 10:30am.The installer informed us that he did not have the correct cable box with him so my wife and I should call his office to set yet another appointment with IRON-HEAD,I mean Ironwood. By the way my wife had phoned the Ironwood office in Pittsburgh Pa. the day before to verify two things. First was the type of receiver that was to be installed and second was that a tall ladder was needed to complete the installation due to the height of the roof.

Third attempt, today...we had an apt scheduled between 8:00am -noon. The installer showed up around 9:30 and started to assess the situation. He looked around and then made a phone call back to his office. He told us, he would need a 40 ft ladder and that he did not have one. He also had the wrong information on the work order - again! He said we would have to reschedule.

By this point we had had enough. We called DirecTV and told them what had happened. They tried to help and said they would work to get an Ironwood installer back out there today. At the same time Ironwood called directly and told us the first apt they had available was on Dec 8th. We explained that we waited long enough and that we preferred an apt later today or tomorrow at the latest. We went back and forth numerous times. We asked to speak to a supervisor but were told she was not available.

DirecTV attempted to help resolve the problem but in the end all they really did was continue to put us in touch with the Ironwood call center to resolve the problem. Round and round we went with dates all of which required us waiting days. We were told people would get back to us, but we waited and waited , in the end we had to call them.

We have spent over 14 hours trying to get DirecTV installed and all for nothing. DirecTV and Ironwood both have failed us and as consumers we will do all we can to discourage others from buying their services. Missing work, spending our time needlessly chasing customer DIS-SERVICE people to try to rectify this mess.

AND WE ARE HELD HOSTAGE BECAUSE OUR CHOICES ARE SO FEW.
When will companies realize that WE ARE THE CUSTOMERS.

REGARDS,
CHRIS A.
     
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User Replies:
ambine on 12/11/2006:
You obviously are an idiot.
dfields on 12/13/2006:
What kind of comment is that? Chris and his wife were patient and even informed and confirmed with Ironwood what was needed to get the installation completed. It's obvious, Ironwood (like other companies) have a horrible C.S. dept.

Your comment is WAY out of line!
craigeshafer on 12/16/2006:
spit happens maybe . It is not an easy thing to order around and hire good men .
GAVILLAN on 01/04/2007:
my first appointment was 12/9/06 window time was between 3pm and 5pm installer did not arrive until 7:30pm was not able to do nothing because it was too dark for him to do anything.

2nd appointment was 12/19/06 window time was 8am to 12pm installer arrived at 3:30pm did not leave until 10:30pm and did not bring in the hd receiver. mind you I had called to make sure and to make sure they show on time because I had my son in the hospital.

made another appointment for today 1/3/07 and right off the back the installers tried to get $30.00 reinstallation fee for the DVR receiver to be placed where it should have been placed in the first place. I called the office and spoke to his supervisor and monies should never be given to installers which was my suspicion.

they took forever to replace the dish with an HD dish and and to run a line for the DVR into the master bedroom. when I went looking for them yes them 2 men. they were nowhere to be found they left me with a big hole in the master bedroom wall, God knows what they did to the outside of my newly built home. they left the old dish in my back yard with garbage, no signal and did not let me know they wear leaving, but of course it was purposely done. It was too late to call the local office because they were already close at 5pm and the !@#$% left at 8:30pm.

I called direct TV and all they can do is put in for a damage claim.

signed
disgusted and pissed
GAVILLAN on 01/04/2007:
DIRECTV ADD IRONWOOD COMMUNICATIONS!!!!!

my first appointment was 12/9/06 window time was between 3pm and 5pm installer did not arrive until 7:30pm was not able to do nothing because it was too dark for him to do anything.

2nd appointment was 12/19/06 window time was 8am to 12pm installer arrived at 3:30pm did not leave until 10:30pm and did not bring in the hd receiver. mind you I had called to make sure and to make sure they show on time because I had my son in the hospital.

made another appointment for today 1/3/07 and right off the back the installers tried to get $30.00 reinstallation fee for the DVR receiver to be placed where it should have been placed in the first place. I called the office and spoke to his supervisor and monies should never be given to installers which was my suspicion.

they took forever to replace the dish with an HD dish and and to run a line for the DVR into the master bedroom. when I went looking for them yes them 2 men. they were nowhere to be found they left me with a big hole in the master bedroom wall, God knows what they did to the outside of my newly built home. they left the old dish in my back yard with garbage, no signal and did not let me know they wear leaving, but of course it was purposely done. It was too late to call the local office because they were already close at 5pm and the !@#$% left at 8:30pm.

I called direct TV and all they can do is put in for a damage claim.

signed
disgusted and pissed
rugbyracer on 02/11/2007:
I just had a similar experience with them. I purchased the upgraded HD-DVR through DirecTV's website and Ironwood was the designated contractor for the install. You'd think there would be SOME communication between them and the customer before the install date..... (It was 6 weeks after the order was placed until my installation date).

Received a call 30 minutes before my scheduled 4 hour installation window was up... tech running late, didn't have a HD-DVR unit. Shows up 2 hours later and only has a 28' ladder (after I told him my existing dish was on the roof of a 3 story townhome)

Can't install anything. Tech tries to call a supervisor, but it was painfully obvious that he didn't care. He tells me that they only get the days work orders that morning and they have no way of knowing what size of ladder they might need until they get to the job. What kind of business practice is that??? They had my work order for 6 weeks!!! Simple contact with the homeowner would clarify that instantly! Leaves me a card to re-schedule.

I call Ironwood for a new installation date. Basic facts; original order placed December 29th, first available installation date 2/9 (6 weeks wait). Now they tell me they can't get to me until 3/29!! WTF?? So it's basically 3 months later before I'll get to use my new HD-DVR. Ironwood tells me that my installation is a "category 9" and they are booked up with them until the end of March. I kindly ask what a Category 9 installation is and the barely-able-to-speak-English "customer service" rep has no idea. Off to call DirecTV..

DirecTV was very nice in explaining they have no idea what a "category 9" installation is either. They get me on the phone with Ironwood and cannot come up with an earlier installation date. They comp me some programming and I'm on the waiting list.

At this point, I'm furious. I then see the direct number for the local Ironwood office (that the 1-800# customer service rep refused to give me). I call and voice my concern for their total inept handling of a simple installation call. The guy schedules me for next week, so I'm a little happier with that. We'll see what happens next.
I Install on 04/29/2007:
Wow, the installers in your area must be very lazy.....I install DirecTV and there have been many a night that I have stayed out till 10:00pm or after to get the job done right. As an example today I had to deal with an international dish..which I am not trained on nor am I supposed to have to work on but I spent 2 extra hours of my time making sure the guys system worked right. And the bum didn't even give me a tip. Not even a lousy $10....You all may think this is an easy job but you belly crawl under somebody's house, or get on a slick ladder in the rain and snow, or get on a high roof. Oh and you want a High Def upgrade with a High Def DVR? Cool I get a whole $55 to drive out to your place get on your roof (two stories up maybe) put up Bertha, rewire the dish, and then crawl under your house to put a second wire into the room where you want the HDDVR because the builder was too cheap to put two coaxes in each room...oh yeah I forgot I probably have to also put a 6x8 switch on because your system now requires over 4 lines. Thanks to your dog I'm stepping in landmines in your yard because your too lazy to pick up his/her dung and you want my boots off each time I step inside your door. And just to make a living for my family I'm pulling 6 of these jobs a day. Oh I forgot to mention I'm a contractor and I have to pay for the wire and accessories and those diplexers that you think are a dime a dozen cost $10 a piece at Radio Shack and you expect me to give them to you and you get pissed off when I tell you I have to charge you for them. Not to mention the surround sound system and all the electronics you have that you expect me to tie the receiver into and make sure it all works. and then crawling into your attic and digging around in the insulation looking for a splitter the wonderful electrician put in when you paid him bucko $ to wall fish another line into your spare bedroom. We work our butts off to satisfy people and give good service while trying to make a living for our families and some people can find nothing to do but complain. Maybe there really is a big problem in your area mister and I sure feel for you but not all of us are like that and I got to say I've ran into some people that are simply impossible to please. It's too bad.
eceruss on 07/13/2007:
I install, You should get a job you are better at and enjoy more.
Simonav02 on 07/19/2007:
I am just going through the same positive kind of service with ironwood, they have had 3 no show appointments one of which was made by a manager there. I have been given a lot of credit from direct TV but this does not help with the fact that I have waited for 12 hours the past two weeks and spent over 300mins on the phone. At direct TV 9/10 people are useless unless you don't mind waiting 20+mins to speak to a manager and then they are helpful. They would not even give me an address to write a letter of complaint too. Thanks so much direct TV!!! That help you move advert on TV is a load of BS!
Simonav02 on 07/19/2007:
Reply to I Install. Fair enough you may be one of the people that does the job well but look at the people on this site would you be happy if this had happened to you? I too have to work and giving up time for someone to come and install but them not showing up is not an easy thing to do especially when they have missed 3 appointments already. As for giving a tip, you must be kidding the company you work for are a bunch of **** if they had any idea about customer service you may get something in the field but your just the person that we the customer get to see in person and no wonder that you have a lot of anger taken out on you. Direct TV say its not their fault when you lot mess up which I agree with them its not, they contract out to ironwood and well lets see how much longer the contract stays with you. Poor service is what I associate with ironwood, its a shame that your company reflects on you but it does.
direcguy on 08/02/2007:
I am an installer for Ironwood. You complain about the installers not showing up on time, but you do not consider how much work we put in in a day. I have to work 70 hour weeks because we are overloaded with work due to the high rate of customer increase. Not only do we have a load of work, but we don't know the individual situations when we do an install. When I show up to a house, I do a site survey to decide what I have to due to get this house installed. If I have to wire every outlet in the house, crawl through nasty crawl spaces, and navigate myself through a spiderweb of an attic, it takes much more time! I have to sweat my a** off in the summer time and no one even offers me a glass of water. I freeze to death in the winter and people complain that I took so long. What the H*LL IS WRONG WITH THIS PICTURE?!
Ladderman on 08/12/2007:
I have to also agree with the installers to a point. First no one deserves to go through having to reschedule over and over again. Needing a 40' ladder is ridiculous since I work off of a 28 footer, and that is scary enough. No installers carry 40' ladders that I know of. If so they are very rarely used. That dish would be going somewhere else on that house or in the yard. Second these techs do go through a lot. Everybody picks on the poor cable guys and satellite installers as if they are low life dirt, which I would assume most are not. It is bad enough they have to put up with other peoples clutter against the house, which they have to move, dogs, fences, or anything in their way, which could have been taken care of before the install. People think all techs are just going to show up, install a receiver and leave. They may have to get into places you would never imagine. Who cares how long it takes as long as it was done right the first time. And for time frames give me a break, you can not go by those. It's as if you could magically fix every problem as quick as you want. If a tech has 6 jobs, they are sunk. Period. And it's always the techs fault, or the companies. Have you ever noticed, but people like to complain about cable and satellite companies, but you hardly hear people rant about gas, and service call prices for plumbing and heating and air companies, which are just as bad, not counting their utility bills which go up and down depending on their usage. I think there are bigger fish to fry than TV companies. It's always someone else's fault but their own. If their car breaks down blame it on the satellite or cable companies. Sick of people head hunting.
JustAnotherFlippingInstaller on 08/24/2007:
First off, eceruss, you really should try to find looking for another job while working overtime EVERYDAY sometimes up to 18 hours a day!

That being said... I could sit here all day and give you all more stories from the installers' side of things. But I won't because you don't really care. That's fine though. I will be so kind as to give you just one example of what we go through on a day to day basis though:

Started three weeks ago. Went out to what was supposed to be a simple install, or so the paperwork indicated. The customer on the work order wasn't home, just the wife. Usually not a big deal, however she wouldn't consent to ANYTHING being done without her husband being home. I asked her if she can arrange for him to get home and I would return later in the day. Nope, he was out of town on business. Okay fine, so after wasting an hour going back and forth about doing this install I reluctantly call in and reschedule the appointment for when her husband was going to be home and I went on with my busy day. Three days later I get the same job in my route (this is cool, because I already know exactly what needs to be done). I get there, husband's conveniently out of town again and this time the wife's gone too. Just the 19 year old son with a note that says "It's a go, exactly how we discussed it." I hate situations like this because there's always a chance that plans might need to change, but I went ahead and did it anyway. Exactly like the customer's wife and I had discussed a few days prior. Job's now completely done and functioning perfectly. Three days later I get a service all for this customer. Go there, nobody home. Two days later, same service call. Once again, nobody home. Customer calls my call center at 7:30pm, who in turn call me two minutes later asking me if I can go back out. The first day I get off before dark in about a month and they want me to go back out in the field. Didn't happen. Went out the next morning, customer was there. He started to rip into me about how the original installer did this and did that and screwed this and that up and then started to tell me about how this "original installer" was hitting on his wife right in front of him and peeping on her through a bathroom window from his ladder. When I confronted him with the fact that I was the original installer and neither he, nor his wife were there when I installed his system he proceeded to rip into me about how I was a liar and he wanted me out of his house and called me every uncomplimentary name he could think of. All of this and I just have to stand there and smile and kiss his a$$ and try to figure out how to go on since the supervisor just wants this service call taken care of, no matter what. End result, there wasn't a single problem with his system and his wife came home and put him in his place.

This is the kind of thing that we deal with EVERYDAY! So please, try to think about things like this before you start to rip a technician a new one. Try to realize that most of the time the source of the frustration you're going through is either way above that tech's level or just your own bullheaded mistake.
ironwood help on 12/19/2007:
Hi everyone I really don't know if I should say this but,I'm a Ironwood employee out of Pittsburgh,I am a Tech I do the installing,Upgrades & Service calls.

Believe me when I say Ironwood is the most unorganized Company I have ever worked for and are a joke when it comes to certain things.

Too try and shed some light on some things,I have read lots of reviews on this site and guess what I can believe them,But as far as a tech not wanting to work in the rain,that's just lazy.The work order being wrong that is Direct-TV's fault Ironwood can not legally change a work order,because they are not you(privacy).40 foot ladders only Supervisors carry them and they are limited so that needs a special appointment.I am here to try to answer some of the question and concerns that anyone my have & not be able to get an answer to.

Again I stress I am fed up with Ironwood Communication,so what you hear from me is the TRUTH.
DebtorBasher on 12/19/2007:
I've never seen such a Starless post before!
Anonymous on 12/19/2007:
LOL.not anymore D B
DebtorBasher on 12/19/2007:
Welcome to the site Ironwood...I'm sure you will be of value to those with problems like this. With this post being over a year old, I don't think you'll reach the poster...however, I'm sure more complaints will pop up.
DebtorBasher on 12/19/2007:
Yeah Steve...that did kind of stick out like a sore thumb, didn't it? LOL!
DebtorBasher on 12/19/2007:
Sometimes I feel like Rudolph...trying to cover his shiny nose with mud...LOL.
ironwood help on 12/19/2007:
Well I wanted to pick a post that was old and stand out to get noticed,so anyway I'm here.
DebtorBasher on 12/19/2007:
You've accomplished what you sat out to do! LOL!
ironwood help on 12/19/2007:
Yea well I could go on and on about ironwood,but you know what just because ironwood does things wrong or bad doesn't mean its direct TV's fault.and If I go on about them some will think bad about direct TV .I have lots of help to give out on problems within the company to problems with your system or even install questions.thanks
IronwoodSucks on 12/30/2007:
My first experience with ironwood was today, got an appointment for 12pm to 5 pm, about 2:30 Jose the installer calls and gives a line that could choke a horse, any ways he was going to be late about 5:30 but he would call first.5:45 came around I decided to call Jose, he said I'm just finishing up be there in a few minutes, needless to say that didn't happen 1.5 hours later I try Jose one more time, he's no longer answering his phone so I get direct TV involved and they put me in contact with IronWoodlie Comm., I mean Ironwood Comm. They can't get the installer either. So there so sorry I waited around 3 hours after my appointment window but they can't help me until 8am tomorrow. The real hoot is Jose just called as I started typing this post and said he had been on the phone for an 1.5 hours trying to set up an account for the last guy, so I asked what were you doing for the other 2 hours ? It's a racket but I guess were stuck if we want Sat. TV.
SwitchingToComcast on 01/11/2008:
I don't know that anyone here is bashing the installers, so installers, please don't get all bent out of shape. You just happen to have unfortunately chosen to work for the world's worst company ever! I know the installers that have been to my house were all professional, and hardworking - and working on commission only. The problem is that folks working on a commission only basis are bound to rush through a job so they can fit more into one day & better provide for their families. I get it. The biggest problem with Ironwood is in their call center. They are rude and trained to lie to their customers. I could spend an hour telling you about my 5 day fiasco with these idiots. Instead, I'll just take my business elsewhere.
Lynnie123 on 04/05/2008:
Ironwood Communications SUCKS ! They lied to our face (via phone) and changed our appt without our consent on the day they were to show up to install a dish and DVR. We waited the ENTIRE day when they were to show btwn 8am and noon. No call, no nothing. They are liars, cheats and why DirecTV does business with them is beyond comprehension. We didn't let it slide. We called DirecTV, complained until we got a Sr. Mgr to refund our $99 installation and they gave us 3 months of discounts and perks. COMPLAIN to DirecTV and maybe we as consumers will be heard if there is a revolt !
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Stole $50 from me; shoddy installation.
Posted by on
TULSA, OKLAHOMA -- I am in shock as to how many bad reviews are on here about this company. It makes me feel all the more angry, used, and cheated. For one, when my direct TV was set up a year ago by someone from ironwood it was the crappiest job I had ever seen. Cable wire came out of the ceiling from my son's closet. 20-30 ft of cable wire just dangling from the ceiling and lying on his closet floor. 2nd, they used a splitter to connect that cable wire from his room to the main receiver in our livingroom. (My son's closet is actually directly behind the wall that our main receiver was on). So, if my son goes into his closet at any time and touches that wire we lose signal. So, I called direct TV for another technician to come out. I simply wanted another wire ran into my son's room so the 2 receivers were not connected together via a splitter. I also wanted the livingroom wire to be fixed so it did not come through my son's closet ceiling. This tech drilled a hole from the outside of my house, through the BRICK WALL and into my son's room. The cable wire comes into my son's wall about 3 ft up from the ground--2 black wires and a hole in the middle of his wall. No outlet protector, no protection from bugs or rain or anything from outside. Plus now we have property damage to the outside of our home because the idiot drilled through BRICK. So, I called direct TV again and complained of the job. Again, for the third time, a technician from ironwood comes out. We wanted the livingroom receiver moved to a different wall (about 5 ft away from where it was.) We wanted the 20-30 ft of wire out of my son's closet. We wanted something else to be done about the wire coming through our brick wall and the holes around that wire. The technician showed up on time. He came in our home talking on his cell phone. He had no work order with him. He didn't even know what he was there to do. When we told him we wanted the receiver in the livingroom moved to a different wall, he said it would cost $65. I told him that when I called direct TV to set this up they told me it would cost $49. He said, "Well, let me check. They have had some price changes lately. Oh yes, it is $49." I thought, "hmmmm." So then I asked if it would be billed to my direct TV account. He told me no, it's never just billed to your account. It has to be cash or a check and paid the day of service. Again, I thought, "hmmm." He proceeded to go outside and talk on his cell phone for about 15 min before he got started. However, this guy actually did a good job installing the receiver on the new wall. He did not fix the wire coming from my son's closet ceiling, nor did he touch the wire coming into my son's room from the outside brick. He hooked up the TV to our receiver and reset it. He waited for the satellite to load. He was finished. Less than 30 min of work. My husband paid him $50. (He did not have the $1 change). He asked my husband to borrow a pen to fill out his paperwork. My husband signed it. He told my husband he would go get his copy. He then went out to his truck... and left. We had no receipt. No copy of the work order. Nothing. Funny thing is, today I looked at my statement online from direct TV and guess what? I had been billed $49. I called them at 5 pm when I got home from work. I was transferred to 4 different people and on the phone 2 hrs. Finally, someone told me they contract installation/repairs to Ironwood Communications, but they do not have a phone number or address to this company. And since we had no receipt showing we paid the tech IN CASH, we would more than likely be responsible to pay the $49 to direct TV as billed. WHAT?? You mean to tell me that a billion dollar corporation, such as direct TV, contracts work out to someone who represents them, yet they don't even have a phone number for them. (They said all work orders are submitted via a form on the computer). After 2 hours of getting nowhere, I looked up Ironwood online. All I was hoping to find was a phone number so I could find out what was going on. Instead, I found hundreds of reviews from I don't know how many different websites. People that have been screwed royally by this company. I was in shock. How can this company get away with what they do? I called direct TV back. I ended up spending 2 more hours on the phone talking to 2 different people this time. Finally, a man from tech support (I am sorry, in all the people I talked to today I did not get his name), he got the $49 fee taken off my account. At that point, I told him $50 bucks is JUST $50 BUCKS! At this point, someone came into my home and stole $50 from me. They get paid by the job. So, he got paid by his employer to come out, plus he got a nice little $50 bonus. And direct TV lost $50 because the people they contract out are dishonest. Not only that, we only switched from Dish Network to direct TV a year ago so we could get the MLB package. I told the guy from direct TV that watching baseball is not worth what we have been through in a year. Even my husband said screw it, we'll switch back. How many customers is direct TV willing to lose? Why hasn't someone called an investigative reporter from 20/20 or dateline or something. Because according to the websites this happens all over America. If someone knows a way to contact someone to investigate, let me know. I will gladly do anything I can. One more thing...after the guy from direct TV refunded the charge tonight, he offered to set up someone to come out at NO COST and fix the things that were not fixed. Guess what??? It would have been someone from IRONWOOD!!! My husband said no thanks, he'll get a wire cutter to cut down all that wire from my son's closet and patch the holes himself. At this point it isn't about the $50. It is about a company that gets paid money to do crappy work. It's employees can come into your home and destruct it, and all the while steal money from you as well. And they can get away with it because they have a "CONTRACT" and direct TV claims to have no information regarding the company. One more thing... IRONWOOD is changing it's name to "Direct TV Home Services" nationwide. All phone numbers I found online are no longer working numbers. I found no website for this company. How can we stop them??
     
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User Replies:
madconsumer on 06/20/2009:
unless you are paying for custom installation, they use the shortest route to run cable. if you want custom installation, then you will need to hire your own installer.
tnchuck100 on 06/20/2009:
mad, what is wrong with you? Shortest run does not equal shoddy installation.
madconsumer on 06/20/2009:
chucky, you would argue if I said the sky was blue.
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Direct TV installation by Ironwood Communications
Posted by on
SACRAMENTO, CALIFORNIA --
You only have to Google "Ironwood Communications" to find a plethora of complaints about the company, it's customer service and it's employees. There is a reason for that. Ironwood's customer service is among the worst I have ever experienced. If I treated my customers the way I have been treated by Ironwood, I would have been out of business a very long time ago. It's unfortunate for me that I am limited in my cable choices and apparently DirecTV is limited in its choice of contractors. I'd be shocked to find out that DirecTV isn't losing customers on a daily basis because of Ironwood's lack of professionalism.

A couple of months ago my husband received a phone solicitation and through that ordered a package of high definition channels. When we realized that the billing for those channels started, but that we were not receiving them, we made a phone call. DirecTV sent us a part that we needed to install ourselves, but it didn't work. Another month of phone calls to DirecTV went by before Ironwood was sent to the house to do the "upgrade". The appointment was set for 01/07/08. Not only was the contractor uninformed about the work that was needed, he was also clearly inexperienced. Six hours later, he and his partner that he called in to help, completed the "simple upgrade" and left. Shortly after, not only were we not receiving the HD channels, but we were not receiving ANY channels! Even our local stations were "unavailable."

I called DirecTV immediately and was told I'd need to call back at 7:00 the next morning. On 01/08/08, I called DirecTV, per their instructions and was placed on hold for 23 minutes. I was then walked through a "trouble shooting" exercise by an agent that clearly thought I was dumber than a bag of nails. These exercises didn't work (since the problem isn't with my remote control), she places me on hold for another 11 minutes. She came back on the line to tell me that the next available appointment would be January 24 - two entire weeks away! I explained that this was unacceptable for a variety of reasons. First off, our satellite was working just fine, all we wanted was a simple upgrade, but because of errors made by an installer - we no longer have ANY TV channels. I am not looking for an appointment for service, I simply want Ironwood to correct what they did. This ought to put me at the top of the list - even if it means bumping another customer to a later time.

Furthermore, I work as a political consultant, and use a home office. I need to be able to access the Capitol channels, C-Span and at a minimum, my local news. I bill my clients by the hour, and so each hour that I am without access to these channels, I am losing money. Not to mention the embarrassment of having to explain to a client why I missed something that he/she may have already picked up.

I was then told that the next available appointment would still be January 24, but that I could be put on a wait list. However, if I choose the wait list option I have to forgo my Jan 24 appointment, so if the wait list doesn't pan out, then I'll have to call to schedule something for February. I asked for a supervisor, and was promptly "disconnected." I called back, was put on hold again, had to tell my story all over, and then had to hold one more time while a supervisor was tracked down. Once I reached Judy (a DirecTV supervisor) she was very helpful and put me in touch with a customer service rep at Ironwood Communications. Again, I explained my situation and asked that it be escalated to a supervisor that could bypass the dispatch system in order to received immediate service. I was placed on hold for 14 minutes while the rep searched for a supervisor that was willing to help me. She never found anyone, but left a message to have someone call me back. If I hadn't heard from Henry the supervisor by 10:00am, I was instructed to call him. Having never heard from Henry, I called and was told that he hadn't come in yet, and that no other supervisors were in the building. Having worked in call centers before, I feel fairly certain that Ironwood does not have an entire staff of customer service reps working unsupervised for any length of time.

Frustrated and feeling lied to, I agreed to leave another message and wait another 2 hours for a supervisor to call me back. No one called. At noon, I called again, and was told that this time they would send an e-mail explaining the situation to a supervisor and that I should expect to hear from someone "soon". This time I waited until 4:30 pm and having not received a phone call, I called back again. This time I'm told that another e-mail will be sent, but that I will have to allow 24 hours for a response. Now I have lost an entire day of work sitting on hold and waiting for return calls that never come.

Not having a spare 24 hours to wait for a phone call, on the morning of 01/09/08 I called Ironwood again. After having to explain my situation to 4 different people, and sit on hold for a total of more than 60 minutes, I was told that someone would have to call me back. Thankfully this time, I did receive a prompt return call from Kevin, a supervisor who was genuine and helpful. He dispatched a technician, also named Kevin who was able to be on site later that day. Kevin called me as he was leaving another job, to let me know his ETA. I felt like I had finally found a professional at Ironwood! Kevin was there when he said he'd be there, and when he left, our satellite was back on line. Unfortunately, within half an hour, our service was out again.

I called Ironwood, and again had to go through the same frustrating process of explaining my story to several people and spending excessive amounts of time on hold. The phone rep I spoke with explained that one of the problems was that there was no record of us having a service call. The technician had been asked to respond "off the books." While I appreciate that this meant he was able to respond before the 24th of the month, I was horrified to learn that because Ironwood has no record of a service call to my house that as a home owner I am liable if the technician had been injured on my property! Why would Ironwood be willing to put me at such great risk? The phone rep responded by saying, "Ma'am, we were trying to do you a favor." I wish you could have heard her tone!

The fourth day of this fiasco was spent calling, holding and waiting for a call back. A call that never came.

Needless to say, it is 01/11/08 and I still have no service. I am sitting at home on what is now my 5th day away from work, waiting for that elusive phone call from a supervisor who will try to find an available tech to come out. Again, I have been asked to wait another 24 hours. I have calculated my losses at well over $1,000. A high price to pay for a couple of HD channels.

     
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GothicSmurf on 01/11/2008:
1. Give them your work or cell phone number so you can go into work.

2. Have your husband or whomever stay at home to wait for the calls.

3. "Even if it means bumping another customer" - Aren't you quite full of yourself.

4. Where can I get a job getting paid for watching TV? Do you know there are other methods for you to get your news?

Sorry that they screwed everything up for you, but with the holier-than-thou attitude you seem to have, I'd put you at the back of my list too.
jktshff1 on 01/11/2008:
right on Gothic
switching, ya haven't missed anything on tv
BTW....we could do with a whole lot fewer "political consultants". Political Consultant=someone who can't hold a regular job.
going to take some heat for that.
Ponie on 01/11/2008:
No heat from me, jkt--only complete agreement!
jktshff1 on 01/11/2008:
thanks
SwitchingToComcast on 01/11/2008:
I certainly wouldn't expect to bump another customer if I was simply waiting for an install or an upgrade. But since it was something that they screwed up in the first place, I feel like I should be a priority. I don't think that makes me hollier-than-thou. Clearly you ladies work for Ironwood.

I tend to agree with you about too many political consultants in this world. But for the record, I analyze the goings on of our government so that my clients (labor unions representing our nation's working class) can know exactly where they are getting screwed and how to stop it. Don't be so quick to judge when you don't have the entire story.

BTW, I don't get paid to watch TV, but I do need to watch the Capitol channels LIVE, and no, there is no other place for me to get this. And I can hold a regular job, but as I am also raising 5 children, working from home allows me the time to be a better parent. Sounds like you have a little chip on your shoulder.

jktshff1 on 01/11/2008:
You are not a priority, regardless of you "stature" in the system.
I am a male.
I can speak for myself.
I am working class and don't owe anything to anybody for anything I have.
The "labor unions" represent themselves and have forgotten what they were created for. They only care about their own agenda and not the people they supposedly represent.
Needing someone to "analyze" and actually paying someone for that shows they are useless.
You are s****ing the worker charging for your "consulting".
Go get a real job.

Anonymous on 01/11/2008:
We live in a different state and had problems with Direct TV before it was even connected. We had to return the equipment to them at our cost because they lied on the phone. The contractor that came to hook it up said it happens all the time--the lying--so the contractor may not be entirely to blame. I have felt your frustration and hope you get this resolved.
jktshff1 on 01/12/2008:
I have nothing against any member of any union. It's their right to organize and if it is their belief it's beneficial more power to them.
You misunderstood, I never said they were bad, I said that they (meaning "management" of same) have forgotten what they were about, and work toward their own political agenda, your "job" is proof of that. The average union member is being used by them for little more than their dues.
Your reply just reinforces my opinion of "consultants".
GothicSmurf on 01/12/2008:
You work from home, then complain that you can't work because you can't watch TV- But you don't get paid for watching tv? BIG HOLE in your argument there. And no I don't work for Ironwood, I work for an insurance company. And no, your situation doesn't make you a priority. The people ahead of you are probably waiting for the same thing for the same reason.
Dray on 01/12/2008:
I don't know what area of the country your in, but don't feel too bad.....I've been trying to get my service fixed since Dec. 15,2007 and as of today, January 12, 2008 still have not had my issues resolved due to 5...count 'em...5 NO SHOWS. The one time Ironwood did resond it was to install the upgrade to HD for the master bedroom and now I have another service issue as the TiVo no longer works. These are unfair business practices and I say we initiate a class action lawsuit for fraudulent business practices. My husband lost 2 days of work for these no shows and that cost us. Direct TV charges Ironwood up to $1000 in punitive assessment for no shows....what do we get? A maze of 800 numbers and the inability to speak to anyone twice. I'm shocked to hear that any one called you back. I've spoken to 25+ representatives in 10 states and 3 countries and not once has anyone kept their promise to contact. And Dish Network is no better. There need to be laws to protect consumers from these horrible business practices and the financial and emotional distress they cause us to endure!!!
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Ironwood Communcations / Direct TV Sucks
Posted by on
CHANDLER, ARIZONA -- I am a return customer to Direct TV. My husband and I were so happy to see all the wonderful programs and packages that were offered by Direct TV via mail. We went ahead and cancelled our local cable service, and were looking forward to all this new programs that will come on.

Appointment #1 10/2/07: A technician was scheduled to come out and complete the “easy installation process” on 10/2/2007 between 12-4p.m. I was more than happy to take half day off from work waiting for the technician. The technician ended up showing up at 5:30p.m. I was a bit unhappy thinking that I could have been working all day. But since this was supposed to be a 1-time thing. No biggie. The tech guy told me that there were several issues and he wouldn’t be able to install it. He said that since my Internet line has not been switched to a standalone, my Internet service would not work if he installed the Direct TV Service. I explained to him that the Internet guy would come out and fix it 2 days later, and I could live without the Internet service for a few days. Then, he found another excuse not to do it. He told us that they need two plugs on the back of our TV in order to install the DVR, and the only way that can be done is if we are willing to pay $85 and he would run a line through the attic. My husband and I talked about it over the phone and we agreed to pay and got the whole thing over with. Then, he spent about 2 minutes in the attic and he decided that it was more worked that needed to be done then he expected, he would need to reschedule and come out on Saturday again. This guy is from “Ironwood Communications” located in Chandler, Arizona.

Appointment #2 10/6: After several days of not having our TV service, we were still happy that the same installer would be coming out and installed the dish for us. It turned out that Ironwood contracted some other company to complete the installation for us. Not the same guy who promised me that could come back out. These crews explained to us that they could run a line through one of our bedrooms and still gave us a free installation. While all 3 of them began the installation process, I wanted to confirm that they were aware of the special program I ordered called “ the Jadeworld”. They immediately stop the installation process and told me that they were not being told, and they did not have the “International dish” for programs to come on. They told me they would come out the same night with the correct dish, which turned out to be the next day, and reschedule again to the following Monday.

Appointment #3 10/8 and 10/9: A guy showed up on time. This is a different tech guy again. Prior to the installation, we explained to him that we need a 3LNB dish for Jadeworld channels to come on. He did not bother looking into it and started installing the international dish. We figured he is the expert, not us, and he insisted that he knew what he was doing. After 4 hours of installation, he could not activate the Jadeworld channels. Then he realized that we were right all along. What we need was the 3LNB, not the international dish. Since it was getting really late at night and he could not finished wiring all the rooms, we allowed him to complete the rest the next day.

Appointment #4 10/13: We were on the phone with Direct TV for an hour and a half trying to get this rescheduled. We told them that all we needed is the correct dish for the Jadeworld channels to kick in. Nothing more. Direct TV scheduled with “Ironwood Communications” again for the installation, supposedly between 4-8p.m. My husband called the local office on Wednesday and checked if they could come out earlier. Unfortunately, they were all booked up. My husband and I waited patiently until Saturday, and a guy from Ironwood Communications by the name of “Sean” called us and cancelled our appointment. He forced us to reschedule the appointment because “there was miscommunication between Ironwood and sub-contractors”, and “he was not aware our appointment”. He told us that he was just a tech and he had no control over this. Finally, we had to call direct TV again and on hold for an hour, did a 3 way phone call with Ironwood Communications. We were on hold for 30 minutes before someone finally picked up the phone. Not only she was not being understanding in regards to our frustration towards the situation, she was extremely rude to us (and direct TV Staff) over the phone. Direct TV customer service rep explained to them that if they didn’t correct their mistake and came out the same night, the customer was going to cancel. Their response was “that’s not our problem, go ahead and cancel then”

Appointment #5 10/15: Ironwood tried to correct his or her mistake by sending someone out to us between 4-8p.m. When the tech called us, I asked him if he was aware of what happened and what needs to be done. Not only he did not know anything besides “this is a regular installation, right?” without knowing what 3 LNB is or why we needed it, I could not even understand the guy. His English was so poor that I could not even understand him at all. I then called direct TV and found out why they are sending out “ironwood” to us again. I explained to Direct TV customer service rep what the situation was and specifically requested another tech company to do it correctly once and for all. I was told by the customer service that they would request for the approval from the management to allow another company fixing all the mistakes. Managers would call me back within 24-48 hours to grant me the approval on this.

I called back 30 minutes later to confirm that this is a correction on the mistake that they’ve all made since the beginning, and this is not a “upgrade” service. The customer service rep told me that both orders dated on 10/13 and 10/15 were for an “upgrade” on the dish, and they were going to charge us on it. She kindly cancelled those two activities and re-opened another one for us. I asked the customer service rep if she could re-escalate this activity to her supervisor and request for another tech company, since she cancelled the one that was supposed to be escalated. She told me that it was impossible to get done that way, and she did not see any note from the previous rep that it would be done. We were on the phone for quite some time and she finally realized that we were now able to pick a different tech company for the installation process. Not to mention that she argued with me for 15 minutes and insisted that we needed an international dish when it was not right. I had to educate her what has changed and that Jadeworld was no longer with the international dish. It is the 3LNB (from I have been told by other reps). The whole thing wasted 2 hours of my working time.

Throughout the whole process, my husband and I were on the phone with Direct TV at least 10 times, with an hour each minimal, and constantly got transferred from one department to another. DO NOT ORDER DIRECT TV. AND IF YOU DO, PLEASE TELL THEM DO NOT USE "IRONWOOD COMMUNICATIONS" FOR INSTALLATIONS. THEY SUCK!!!!!
     
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RIVERSIDE METRO NISSAN SUCKS on 10/14/2007:
I AGREE WITH YOU ... we have same problem that we need a INTERNATIONAL DISH ...they've been here twice only ... but I guess its a miscommunication with Directv & their installer ... whoever do the ordering process ... coz that even happen to me twice when we moved ... one in CA & one here in AZ ... same people ironwood ... but different in CA ... same thing they didn't bring the right dish for the INTERNATIONAL CHANEL ... that's I told them that I need the international dish(when we came fr CA) ... coz I don't want them to mess up again ...
Starlord on 10/15/2007:
I only live just down the road from Chandler, just south of Coolidge, and I don't understand your complaint at all, unless you are talking only of Ironwood. Down here, DirecTV and Ironwood have apparently parted ways. I called Ironwood for some assistance in hooking up a new home theatre unit, and the guy at Ironwood was very rude, and told me to call DirecTV. I called the DirecTV number, and they sent a technician out the next day and installed the new equipment, even though it was not DirecTV's. I had to pay a service charge, but that I expected. All my dealings with DirecTV have been very positive, and I have been with them for almost 6 years now. Hang in there, I am sure DirecTV will be taking over the installations in Chandler before long. They are doing their own here now, and have bought the technicians all pretty new trucks. They also have very courteous and friendly employees, which Ironwood never did.
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Terrible customer service a complete disregard for customer satisfaction
Posted by on
BUFFALO, WYOMING -- A few weeks ago, I had an appointment for Thursday between 12:00 and 5:00 p.m., regularly scheduled workday for most people. It had been scheduled much in advance through Direct TV. We placed a work order to have a technician move a Direct TV receiver box from one room to another. The new location was new construction. However, all inside wiring was accurately completed before the Ironwood technician was scheduled to complete the work order. The technician arrived early in the a.m., several hours early, minor inconvenience, I just happened to still be home. He connected the outside cable to the dish. However, the technician left without moving the box and/or testing the outlet in the new location to assure that the dish, box, and/or outlet worked as it was intended. If the Ironwood technician had attempted to test the box or outlet, he would have realized that a coaxial cable was needed for connectivity to the wall outlet from the receiver. After speaking with one of Direct TV's technicians and being told that I would need to talk to someone at Ironwood, I called Ironwood. An Installation Supervisor named Dale helps with programming the box and TV after I moved both the TV and receiver to the new location. Thank you so very much Dale. We did, however, encounter a few problems. Of course, the first problem or issue that we encountered was that the cable in the original location was connected directly from the dish through the outside wall directly into the Direct TV box (there was no way to move the cable without tearing out the wall).

Therefore, the original cable would not be moved to the new location. I borrowed the coaxial cable from the Direct TV receiver box located in the bedroom. This allowed us to set up the receiver box in the new location and get it programmed for viewing Direct TV's channel services according to our purchased programming. Upon completion of the setup for Direct TV’s programming, Dale told me that a 6ft coaxial cable would be delivered within a few days to replace the cable in the bedroom. It has now been close to two weeks since we spoke. I would like to know when or if this cable will be delivered as promised. I called Direct TV this a.m. and was told that I would need to set up a work order and pay to have a cable brought out to me. When I explained the situation again, I was told to call Ironwood. I called Ironwood’s Customer Support Services 5 times before I was able to speak with an individual that could begin to understand what I was saying. Not to mention her inability to communicate that which she was trying to say. I have worked with people from all over the world in the capacity of a Network Support Specialist/Technician. In addition, yes, I am English speaking but I figured out ways to make sure that communications between customers, my fellow technicians, and me were clear and concise. I never once attempted to intimidate or disrespect people. I know that I could have eliminated this stressor if I had driven 35 miles and purchased a coaxial cable but that is not the point.

I made at least 7 calls to Ironwood Communications and Direct TV today. I am convinced that “Customer Service” is a thing of the past. I have included some of the detail pertaining to my ordeal with Ironwood and Direct TV. The proposed path to resolution is as follows: according to the fifth representative that I spoke with, she would leave a message for another supervisor to call me within the hour. Dale was not in the office today.

I am very disappointed with the quality or the lack thereof "customer support" services that I received from both Direct TV and Ironwood. When I called Ironwood, the first "customer support" representative, Anjalee or Angielee(check spelling), was very annoying and rude. She obviously felt the need to try to intimidate me by attempting to loudly talk over me in a very condescending tone. She did not allow me to complete a sentence, much less give her the information that would help to convey our current problem/issue. I then called Ironwood a second time to speak with or leave a message for Dale, the Installation Supervisor for our area (Buffalo, WY). This conversation consisted of a "customer service" representative that tells me that she "...can't help me and that I need to go to Best Buy and buy a cable or they could place a work order and charge me for the call and cable." I called back a third time and attempted again to explain, that Dale told me that I should have received the cable during the work order/service call, But since I didn't, he would have the tech drop a 6ft coaxial cable off to me.

Again, I was told that she, the “customer service” representative, could not help me. I should hang up, call Direct TV, and place another work order. As you can well imagine, I am frustrated at this point. All that I want to do is to find out if and when a coaxial cable will be delivered as promised. I called Ironwood Communications again and was told to hang up and dial back and select option 3. This took me right back to the “customer service” representatives. I called back, for the 5th and last time, I hope. After being placed on hold for 30 minutes, I was told that a supervisor would call me within the hour. Well, we are well past the promised hour now and I have not received the call from an Ironwood supervisor, as promised. Oh well, maybe tomorrow ;)

What ever happened to "customer service"? Has it gone for good or will companies here in the U.S and abroad realize that their customers, the same ones that pay the bills and put money in the pockets of many undeserving, deserve better than the quality of service or lack thereof that I have received today and in the past? Please forward this to any appropriate office for their record of complaints and hopefully, consideration for a resolution. I am sending this on to Ironwood Communications, Direct TV, the Better Business Bureau, and any other entity that I think will be interested.

Theresa, disgruntled consumer
     
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Principissa on 12/17/2007:
I do think it should be a pretty standard thing for them to carry this cable. And it shouldn't take over two weeks to get it for you. Hopefully they resolve this to your satisfaction.
ironwood help on 12/19/2007:
HI First off what you should have done or may want to still try,is call direct tv or irownwood and tell them that the tech did not do what he or she was sent to do,that for one is a red flag to ironwood,Which again this should have been done the day of your problem.But as far as the cable all techs carry dual and single cable which can be made to any length,hope this helps.
mmmkkkggg on 12/28/2007:
I have had to use DirecTV's moving service 2 times in the last 2 years and each time Ironwood Communications has been the contractor they used. Each time they had a "Scheduling Issue" when I called and confirmed my appointments plenty of time in advance. Ironwood blames it on DirecTV but I know that it is IRONWOOD they are incompetent and not capable of providing even a low grade level of customer service, they are ridiculous and nodeserving of DirecTV's contract. Very frustrating and they have no empathy towards their customer's time or schedules. I wasted aprox over 4 hours of my life trying to deal with their "scheduling" issues.
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Worst Company Ever
Posted by on
SANTA ROSA, CALIFORNIA --
This company is the worst ever. I had a appointment for yesterday between 1-5. Nobody showed. At 5:pm I called them and they said the installer would be here at 6:30 pm. He never showed. I called them back at 7:30 pm, they could not contact the installer, I called until 9:00pm, and was told that the installer still had the equipment in his truck, so I would be first in the morning. I have taken off another day of work to make this appointment, and its another no show. The company now says that they can squeeze me in next week. Direct TV is doing nothing about this mess. This morning I spoke to a manager named David Nye. He said it would be unfair for a installer to come out to my house today, just because his installer hung me up all day yesterday. I have to wait for another appointment on another day.

I have posted the above comments on Yahoo reviews for Ironwood Communications, and while checking the internet I have found that there are many posts complaining about poor service.

     
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Anonymous on 09/14/2006:
Do you have another choice? If so drop Ironwood Communications and see how the next guys do. Good luck its getting worst all the time.
Anonymous on 09/15/2006:
"worse"
JERPIT on 09/15/2006:
WORST - most horrible most awful, the pits, nastiest, most evil worse
yipcarl on 09/27/2006:
I totally agree regarding IRONWOOD. What a total joke that company is. I can't understand how they stay in business. I own 2 companies and if I ran them like this one I would definitely be out of business AND DTV is no better. They have a monopoly on the best programming so they could give 2 blanks. My story is way worse. 3.5 months of screwed up appointments, addresses, along with 4 days off work for NOTHING. stay away at all costs. ryan
SRC on 10/04/2006:
Ironwood Communications' satellite installation is quite typical of some of the worst installers that I have dealt with. Their technicians appear to have been trained to assume that the customer knows nothing and that they do not have to change their procedures however logical an alternate approach would be.

Case in point: installation of DirecTV in my house in San Diego. It is a new house, so I did not want them to drill ugly holes through the walls to let the cable in. The house, as is typipcal of many homes in Southern California, has two independendent coaxial cable feeds running from the outside joint box into the house. Only one of them was being used to bring in television feed from another provider. In advance of Ironwood's arrival, I used the remaining unused cable, and hooked up the necessary satellite pass-through combiners so that the dish cable could be routed through that.

I had access to some microwave/RF equipment from work and elsewhere, so I was actually able to check the satellite signal path through the second cable, and it was working fine.

On the designated appointment date, the appointment window was between 1 P.M. and 5 P.M. When they did not show until 5:00, I called Ironwood and was cut off after a long hold, then called them again and after an equally long hold, got through to an agent. She said that she would contact the installation subcontractor. Then, at 6:30, the subcontractor called me up saying that they would show up the next morning. Basically, I wasted one afternoon of work for nothing.

The next morning, the installer showed up. When I showed him the outside box, his prompt answer, even without looking, was, "No, it will not work." I explained what I had done including the signal path verification, but he would not budge. By that time, he had also noticed my older DishNetwotrk satellite dish and said that DirecTV would not work with DishNetwork feed on the same cable. When I explained to him that it was not the same cable, he changed the tune, and said DirecTV would not work with any kind of cable service - Time Warner or Cox - riding on the same cable.

I again explained to him that what he claimed did not make sense as cable TV and satellite TV are on two completely different bands. At this point, he started claiming that since I had also subscribed to some international channels on the satellite, it would not work with cable TV.

Thereafter, he gave me an option: do it exactly as he would or not install DirecTV. So, finally, he ended up installing the "traditional" way - by drilling a hold through the wall.

Oh, by the way, once he left, I did try out the route that I had prepared myself. And it worked flawlessly, no worse than what the installer had done.

I am now left with the hole in the wall for no technical reason, and simply because the technician was either too arrogant or too uninitiated to understand the very basics of the technology of the service that he was providing. I will take this up with DirecTV and Ironwood, but just wanted to let you folks know of my bad experience.

Thanks for listening.
avidan on 10/26/2006:
ironwood is the worst. had appt. on Sunday for 12-5, no call and no show. I had to call them and figure out if the guy was coming. they could not get in touch with the tech. the assistant on the phone barely spoke English. when I asked for her manager, she said "my manager is unavailable". all the while I heard someone in the background coaching this woman on what to say. I then asked her "who is that in the background" and she answered "my manager"!!! so that was Sunday. then on Tuesday I received a call from ironwood for a reschedule on wed. from 12-5. wed morning I get a call asking if I wanted to reschedule my appt.. I said "what are you talking about, I have and appt today from 12-5" they said "I have no record of you having an appt. today" and explained further that no one could come out and do the install.
PeteBoon on 11/04/2006:
First time dealing with Ironwood Communications. I order new HD Directv box and new 5-line LNB disk 2 weeks ago and had an appointment on Friday Nov3,06 between 1pm-5pm.
We have an existing dual line LNB in the back of the house connecting 2 rooms. When I order from Directv I had instructed them that the tech will remove an existing disk and replace with the new 5-line LNB disk. Run a new cable to a new room in front of the house for HD box.Also connect 2 existing cables to this new 5-line LNB disk for future box upgrade.
What the tech did was LAZY and very not professional. He came at 5:30 pm which was already dark outside, then put a new disk right on the roof in front of the house and run a short cable to the new room under it. I guess I will call Directv and demand that Ironwood Communications tech to come back and do what I had order in the first place. I would have done that myself if I have time because I did the original dual line LNB myself way back 4-5 years ago. I don't know why DirecTV even hire Ironwood Communications company to do all their installations????
Cable TV( Timewarner, Charter) will gain more customer because of better installation tech and their programming is getting better also.
barnsz on 01/13/2007:
Jerpit
I had the same problem here in Missouri the guy came out and said it was a custom install I had all the cable from dish-net work that I would cost me 125.00 Cash for him to do it.there was Nothing for him to do change out the dish and run 1 cable so he left I called got another guy out here he put up the dish ran the cable that I needed and charge NOTHING.I think some of them run Scam's and trying to get Cash from People
MikeyD on 01/20/2007:
Ironwood Communications is mostly staffed by independent contractors and they get paid by the job, so is really fair to blame the entire company just because they have a few bad eggs in the organization.
afuentes on 01/31/2007:
OMG! I thought I was the only one with these issues! I have spent literally hours of wasted time that I should not have to spend trying to get 1 room installed. DISGUSTED!!!!
Hate Ironwood on 01/31/2007:
Have caught them in numerous blatant lies and we are going to file a lawsuit against them. Anyone care to join...time is money!
Mr. Stephen on 03/22/2007:
I do understand were everyone is coming from, and I do simithize. I am an installer for Ironwood Comm, and would like to let you all know a few things that should not be happening. For one when getting a DVR install the 2nd line that is needed IS included with the installation, and is not to be charged, unless it goes outside of the basic installation. Meaning that if the only way to run it is down the wall, then it is to charged but if we can run it through the crawl space, the it is free. Also it is company policy to have landlod permission, in writing or over the phone. I would like to appologize for the installers that do not have the common sense that the good lord gave them. Unfortuatly some bad apples ruin the whole barrel for the rest of us installers that do try to make our customers happy. Unforutanly I won't say were I live at but I do live in the Washington state area. I Wish that I could make everyone's experience with Ironwood Communications a good one, but I cannot doit. I am only one person. I am coming from wo sides of the fence, I have installed oth DirecTv and Dish Network, and have worked for the cable company (Comcast) and enjoy working for DirecTv through Ironwood Comm, and will do what it takes to make my customers happy. So to those that have had a bad experience, I do appologoize, and to those with a good experience please let us know. Thank You
IRONWOOD SUCKS on 06/12/2007:
This is the second time I have had to deal with these morons. The first time they came to do the initial install they didn't bring a tripod for the dish, knowing that I lived in an apartment and that most apartments won't let you put the dish on the buildings anymore. So I had to reschedule and couldn't get an appointment for another week which was a real bummer because I had the cable turned off the day I was supposed to get the dish. So I had no tv for a week. When they finally came back I had to help the guy install the dish and run the wires into and through the house. (he didn't know how to use his own equipment).

Then months later, forgeting how idiotic the company is I wanted to upgrade to the hd dish. On the first appointment, which I missed work for, they called me right when they were supposed to show up and said that my receiver didn't come in yet and they had to reschedule??!!!! I placed this order four days before the appointment. Then they come back three days later on a Saturday and the guy says he cannot install the dish because the tripod I have has a 1 3/4" pipe and the new hd dish takes a 2" pipe to mount to. He said he couldn't do anything and I need to reschedule. I talked to Ironwood and they don't carry any type of addapter for this and they don't even know what to do in this situation. Why wouldn't they have thought of this before they even showed up knowing I have a tripod??? How is this possible I was thinking to myself I can't be the only person in direct tv history that wanted to upgrade to a hd dish. WTF!!!! So I took it upon my self to go to the hardware store and bought 30 dollars worth of stuff to try to get this to work since they threw their hands up in the air and said it's my problem. Now today I am waiting for them to show up (took anther day off work) and they still havn't called or anything. Direct tv will be hearing from me soon. I don't know how any company can have such a incompetent company representing them.
Ladderman on 08/12/2007:
Easy. Call your cable company to set up an appointment.
JustAnotherFlippingInstaller on 08/24/2007:
SRC: I have been installing DirecTV for longer than anybody else in my office. I don't know the specifics of your particular system and situation, but I do know that there are MANY situations in which what the installer said is correct. No matter what testing you may have done, there are certain installations in which a DirecTV system will use the same band as tradition cable TV systems. You mentioned an international dish, which must be used with a 6x8 multiswitch, which CAN NOT be used in conjunction with diplexers as you wished the technician to do. Sure it may work fine after you hooked it up, but it will fail one day. Maybe 10 years from now, maybe tomorrow. The technician most likely was told NEVER to use diplexers in conjunction with a 6x8 multiswitch, and did EXACTLY what he was told by his bosses and their customer, DirecTV.
haydukelives on 09/24/2007:
I am an installer for ironwood and I am very good. As far as missed appointments, at least in my area, we are very overloaded. We need good techs. The techs in my office have to try to make 6-10 appointments a day, 6 days a week. Sometimes with a drive time of up to 2 hours between jobs. It is very hard to make all appointments each day. We are putting in 70-80 hours a week, and you do not realize the stress that we are under. Especially with rude unreasonable customers. The next time I call a customer to inform them of the possibility that I may be late or that they may have to reschedule due to overbooking, and I hear "That's not my problem." or "I don't care if you are here until 7 am, I want my shxt.", I just may shove a dish up someones arse! Or quit and then they will have to wait longer because there are even less techs to serve them. I do not even have satellite tv because I am so turned off by the way people are about their tv. If you have to wait for an installation then read a book in the meantime. Until I find a better job I guess I will continue to feed the sheep. Meaning YOU!!
dish network intaller on 08/12/2012:
Since cable tv went digital and all sat signals are digital... bandstacking your existing cable service with that of sat is no longer possible. with dish's duo tuner technology even when cable was analog it required 2 sep cable feeds..1 for tv 1 and one for tv 2..a solo receiver with analog cable feed can be diplexed and then utilize the same line going into the home
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Poor Service in Every way!!
Posted by on
BELLEVILLE, ARKANSAS -- After reading all of the complains about Ironwood communications, I only wish I'd investigated a bit further before signing up with them. Let me tell you my story....The installer was to show up at 4:30pm. I took off work and my husband took off work to be there when they showed up. We waited around until 5pm when we got a phonecall saying the guy would show up at between 5:30 and 6:00. We told them to call us so we could give directions because our house is hard to find. At about 6:30 we get a call and the man is lost. My husband tried to give him directions but it was like talking to a wall, so we told him to stay put and we'd meet him at a specific location and he could follow us to our house. We arrive at that location and he isn't there. He has continued to drive and is lost yet again. So we tell him to meet us at a second location. He does and we lead him to our house. By this time its after 7:00. He gets out of the van and says "it looks like I'm working for free tonight". He walks around my yard for about ten minutes and says that he can't do it. He can get either locals or the regular satellite but not both. I say I don't care about locals but he refused to do it without both parts. He says he needs us to cut down a tree before he comes back. Now, "this tree" is over 100 feet tall and about 6 feet wide. I wonder where he wants me to put this tree. On my house? Or maybe my electric wires? So, long story short, he leaves. My husband calls Direct TV and they say that he could have done it and he was just lazy. they set up a new installation date for 10 days later. Meanwhile I've already paid for the service. Why should I be penalized due to their incompetence? The next day I call DirectTV back myself and tell them my story. They tell me to call Ironwood or that Ironwood would call me within 24 hours. I still have not received that call and my satellite is still not installed. I would highly advise anyone not to go through this company. They are liars and incompetent and refuse to make their promises or contracts good.
     
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BokiBean on 05/19/2009:
Call Ironwood and tell them you want your money back. I'll bet you get someone's attention THEN.
Anonymous on 05/19/2009:
"liars and incompetent and refuse to make their promises or contracts good", pretty much covers it.
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Direct TV
Posted by on
PUYALLUP WASHINGTON -- My wife and I live in an RV. I called Friday the 25th to order HD satellite service from DTV. Later that day I was told that I had to work in Portland for the next 2 weeks. I called to see if I could change to an earlier appt if one was available, and of course, was told no. I reminded them that I would need a tripod to set my dish on, because I don't want anybody drilling holes or attaching anything to our RV. They said not a problem and she would add it to the work order. Monday I was coming back into town so I figured I would call to see if there was a cancellation and they could do it earlier and yet again, no was the answer.

So here it is Tuesday the 29th, and I get a call at 11 saying that you are my last install for the day and was I home. MY appt time was between 4 and 8 pm. I told him I was not at home and would be there at 4. Now mind you I spent 75 in gas and took off work early and drove 2.5 hours to meet with the installer. I asked him if he had a tripod for the dish and he said that in fact he did not. I then called Ironwood and told the idiotic CSR that the tech is 4 hours early and didn't have the correct hardware. She spoke with dispatch, and then confirmed with me that they do not set up DTV for RV's. I then fought with them for hours trying to figure out what needed to be done. All in all, I won the argument after an email to them with a forward of automated email response from the AG's office.

Come to find out the HD dish will not fit on the tripod and a gentleman called me up and said they would be happy to set up regular non-HD equipment. Now this whole time I have been calling trying to get an earlier appointment and reminding them that I need a tripod for my dish BECAUSE I LIVE IN AN RV, and no one got the damn clue.

The service tech will be there at 3, I have spoke with him and confirmed with him that he has all the equipment.

I am typing this rant at 6:05, and guess what? No tech to be found!! I have filed complaints with all the appropriate offices. Now shouldn't the person that signs you up know what can and cannot be installed?

I hope he shows up, and after he does, no more IronHEAD Communications for me!!!!!!
     
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Horrible Customer Service
Posted by on
SALT LAKE CITY, UTAH -- I agree with the other reviews of both Ironwood Communications and DirecTV. DirecTV because they don't care about the terrible service that their contractor provides and it doesn't appear they are doing anything to correct it.

I called Ironwood Communications to arrange upgrade my current service to HD. I ran all the cables myself and even offered to install the dish and receiver, remember this is an upgrade all they have to do is unbolt one dish and replace it with the new one, OK there goes 2 minutes.

When arranging with the woman on the phone I was given the 4 hour spread of 1-5 pm Sunday, I asked if I could be in the first 2 hours because of a prior commitment at 3 pm that could not be changed, she said call back at 11am on Sunday to have them come between 1 and 3. I did this and was promptly told that I was scheduled between 3 and 5, exactly the time I had told them no one would be home. They showed up at 4:40, from other posts it sounds like I should be thankful they at least showed up. Anyway I called the next day and was told the next available appointment was not for 3 weeks, I said drop of the equipment and I will install it, that can't be done because that is against company policy, my guess is that means they don't get paid by DirecTV. The next excuse the woman tried to give was that my equipment was not here yet to be dropped off.

I took 5 minutes to convince her that she had just been caught in a lie because the equipment had already been at my house the day before and the installer called to see if we were home. So now rescheduled for 13 days from now. Ironwood is a lost cause but DirecTV needs to get their act together.
     
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tnchuck100 on 01/28/2008:
Thank you BMR. We are accustomed to seeing 2 - 4 complaints a day on DirecTV. Today ALMOST slipped by with none.

You will find many complaints here about Ironwood and DirecTV.

Good luck. Let us know how it ends up.
Anonymous on 01/28/2008:
Good points Chuck. BMR, the key word is "lie" as both of these companies are very good at it. (VH info)
Anonymous on 01/28/2008:
Ironwood should change there name to peckerwood.
jktshff1 on 01/28/2008:
Liddy, you're up early tomorrow. Ya missed a lot last night yesterday
Anonymous on 01/28/2008:
What'ssssssss Uppppppppp! It's 8:19 am and I been up since 5 because one cannot control the heat in the room and it 500 degrees hot and if you open the window you can't here yourself think!
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Ironwood Communications - Incompetent Everything!
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MARIN COUNTY, CALIFORNIA -- I WAS a happy DirecTV customer for many years until this last weekend. We wasted 3 days (Fri, Sat & Sun) fighting to get a simple installation.

Last week I called DirecTV when our 4 year old receiver started to fail. DirecTV was very helpful and I negotiated replacing the receiver with an upgraded HDTV receiver. We made the installation appointment for Friday morning. The installation company never showed up or called. DirecTV referred us to Ironwood Communications - the company DirecTV contracts with for installation service. They promised they would arrive Friday afternoon between 1 & 5 PM. The installer called at 5 PM and said he wouldn't be there until 6:30 PM. We asked if he had our new equipment and he said he had the receiver. Well, HDTV uses a different satellite dish! He apparently didn't know this. Hours later he finally showed up. He did a VERY rushed installation and left - without checking to see if the service worked properly. You guessed it - it didn't work properly. He also didn't cancel the card in the old receiver (the one he took with him) so DirecTV thought we had one more receiver than we actually had - and charged us for it. We called DirecTV and they scheduled another installation/repair appointment for Saturday 1-5 PM. By 3 PM no one had arrived so we called. We were assured that the technician was on his way and received a service confirmation number. We waited until 6PM - no one ever came.

We called back DirecTV and they said, "You don't have an appointment." Wow! After speaking with three customer service persons we finally reached a supervisor who made a conference call to the Ironwood Communications dispatcher. That person said, "Oh, there it is (appointment)...We're sorry. We'll send someone Sunday morning. You will be the first appointment and the technician will call you at 8AM to confirm." You can guess what happened - NO SHOW. Again! Well, we spent the entire day Sunday trying to get a service technician to respond. We spoke with the Ironwood Santa Rosa office - WOW what a bunch of rude, argumentative, rednecks!! In fact they were so uncooperative that we called both the DirecTV and Ironwood customer service centers and asked that they send a technician from another area. Santa Rosa is in the San Francisco Metropolitan Area. This area has a population of over 3 million!!! I'm sure that Ironwood has more regional offices and other technicians other than the individuals in the Santa Rosa Office. NO, apparently only Santa Rosa could respond. I called DirecTV and spoke with the VP of Installation Services. He apologized, agreed with my assessment and promised an immediate VIP installation. A manager from Ironwood called and promised me that another technician would arrive by 3PM. Of course no was here by 3PM. The manager called back just after 3 PM and couldn't understand why the technician wasn't here. EVEN HE COULDN'T CONTROL THE SANTA ROSA OFFICE EMPLOYEES. Guess what my VIP installation was - the same incompetent technician who came on Friday arrived back on Sunday at 4PM and immediately began arguing with my wife. WAIT - It gets better! The same Ironwood supervisor at the Santa Rosa office who was uncooperative, rude, demeaning, sarcastic, yelled at my wife and hung up on us arrived at our home right as the technician. WOW!!!!

We called DirecTV and Ironwood and reported the misconduct and pleaded with them to send a competent technician from another office. Oh well ! What if the technician had arrived drunk and we complained. Would it make sense to send the same guy back?
     
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ironwood help on 12/19/2007:
OK lets see what happened to you with your appointment's was wrong yes but it seems to me that Direct-tv had your work order wrong from the start,you said that you negotiated replacing the receiver with an upgraded HDTV receiver,so that is the only thing on the work order is for a tech to bring and install a HD receiver,not a KA/KU Hd dish,so therefor a tech cannot do what is not on a work order.So the point of this is call direct-tv and tell them you need a KA/KU HD dish installed and tell them they did not put in on your last order,hope that helps you....
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