Ironwood Communications - Page 2

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Excellent Service Experience
Posted by FredXX on 03/06/2008
HAMMOND RANCH, CALIFORNIA -- I read many reviews here about the poor service quality by Ironwood Communications. I almost canceled the call. I was happy with every aspect of the service. I called a day before and was given the phone number of the Medford Oregon office that would do the install. Although DirecTV could not tell me the model number of the receiver that was to be installed, Ironwood took the time to contact the local office and give me the model number. Still being skeptical, I called the local office a couple of hours before the appointment, and the receptionist assured me that Mr. Fisher would be doing the service and that she would ask him to give me a closer ETA. He did call and showed up when he said. He did an excellent job and explained everything as he went along.

I am a very critical customer, and this was one of the best service experiences I have had.

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Posted by MRM on 2008-03-06:
\o/ \o/ \o/ Three cheers to Ironwood Communications for providing Fred excellent service!
Posted by MSCANTBEWRONG on 2008-03-06:
I'm glad you were fortunate enough to receive good service however most people aren't as lucky as you. I hope your luck continues to hold out.
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Direct TV Installation
Posted by Yodicot on 02/05/2008
OGDEN, UTAH -- I have had 4 service calls to my home. The first technician was very courteous and helpful. The second technician was in a hurry and left a mess behind. He was no courteous when I asked questions, instead he referred me to Direct TV to get my answer's. I was very disappointed in his service and dismayed when I had to have them return to my home for trouble we were having again. Thankfully we had another good technician who called to come earlier. He was concerned about leaving enough cable in case we were to move location. He did a great job and was nice to be around (friendly). The last technician came and had to continue his service after I left. My 27 year old pregnant daughter was her and the tech did not leave until me was sure that she understood how the box worked and how to order pay preview.
It is a sorry effect how one bad experience can cloud over the good experiences. I hope that they continue to hire tech that believe the customer is important enough to reschedule an another appointment due to courteous treatment of the current customer that will make sure that they understands what the equipment that they bought is supposed to do and how to use it.

I am thankful for those who are representing a company that is concerned with customer care as well as installing properly.
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Posted by StraightShooter on 2008-02-05:
Sounds like fairly normal days dealing with Joe Public. There are the ones that treat you as they would expect to be treated and then there are the other ones. I'm glad it finally all worked out for you because I have been seeing lots of complaints with DirecTV here. I myself have no complaints at all, and I've had their service for about 10 years.
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Horrible Customer Service
Posted by BMR on 01/28/2008
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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Posted by tnchuck100 on 2008-01-28:
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.
Posted by Anonymous on 2008-01-28:
Good points Chuck. BMR, the key word is "lie" as both of these companies are very good at it. (VH info)
Posted by Anonymous on 2008-01-28:
Ironwood should change there name to peckerwood.
Posted by jktshff1 on 2008-01-28:
Liddy, you're up early tomorrow. Ya missed a lot last night yesterday
Posted by Anonymous on 2008-01-28:
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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No Shows for Ironwood communications
Posted by Buzzchris on 01/15/2008
AUBURN, CALIFORNIA -- Jan 1: Ironwood tech comes out to install HD receiver. He encountered problems and stated (and wrote on the work order) he would be back on January 5th. Jan 5th: no show.

I called Direct TV to complain. I received a call from an Ironwood supervisor stating a tech would be out Jan 12th. Jan 12th: no show.

I called Ironwood and asked for that supervisor. He never called me back.
Again, I called Direct TV. Another appointment for Jan 20th. We'll see if they show.

I changed my work schedule to accommodate the techs. they could at least called me to cancel instead of me waiting around.

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Direct TV installation by Ironwood Communications
Posted by SwitchingToComcast on 01/11/2008
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 it's choice of contractors. I'd be shocked to find out that DirecTV isn't loosing 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 loosing money. Not to mention the embarrasssment 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 forego 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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Posted by GothicSmurf on 2008-01-11:
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.
Posted by jktshff1 on 2008-01-11:
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.
gonna take some heat for that.
Posted by Ponie on 2008-01-11:
No heat from me, jkt--only complete agreement!
Posted by jktshff1 on 2008-01-11:
Posted by SwitchingToComcast on 2008-01-11:
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.

Posted by jktshff1 on 2008-01-11:
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.

Posted by Anonymous on 2008-01-11:
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.
Posted by jktshff1 on 2008-01-12:
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 that their dues.
Your reply just reinforces my opinion of "consultants".
Posted by GothicSmurf on 2008-01-12:
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.
Posted by Dray on 2008-01-12:
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 fraudulant 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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Posted by Ecstatic DirecTV customer on 12/21/2007
NAPA, CALIFORNIA -- I have to agree with other reviews I've seen on this company. Their service is pathetic. I had an install date, took a day off work to be there, and they never showed during the prescribed hours (sometime between 8 and 5!!!). They called back twice afterward to "get me back on their calendar" but after we were unable to connect they cancelled my order.

My equipment sat in their office for another 2 1/2 months while I went on with life. Not a word from them, the onus was on me apparently to resolve the situation, as if it is my full-time job to make arrangements to get TV equipment hooked up.

I just made another appointment, through DirecTV... hopefully they'll show up this time but I'm not holding my breath.
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Terrible customer service a complete disregard for customer satisfaction
Posted by Wyoming Consumer on 12/17/2007
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 setup 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 there of "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 there of 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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Posted by Principissa on 2007-12-17:
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.
Posted by ironwood help on 2007-12-19:
HI First off what you should of 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 of 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.
Posted by mmmkkkggg on 2007-12-28:
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 incompetant 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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Ironwood Communications - Incompetent Everything!
Posted by Ccsf on 12/17/2007
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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Posted by ironwood help on 2007-12-19:
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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Sloppy cleanup
Posted by Sokrmom on 12/03/2007
I had a new DirecTV dish installed and the Ironwood Communications installer left the old connector pipe attached to my roof and he threw the old dish into the field adjacent to my house.
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Direct TV installer - Dish fell off
Posted by WilArsenault on 12/03/2007
SCOTTSDALE, ARIZONA -- This company is the worst, between no shows and then drilling into my stucco with 1/2 bolts that within 24 hrs the dish fell off and hit the ground breaking leaving us with no TV for the weekend. Will see today if they even show up to fix the problem, all I hear is we are sorry and no action already made three calls before 9:00 am to start my hammering process in order to get them to do there job right!

Direct TV need to find another installer company or hello dish.

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