MARIN COUNTY, CALIFORNIA -- I scheduled an appointment for a new satellite dish in December. The soonest they could come was January 31 between 1 and 5. I waited around all afternoon. No one showed and no one called. When I called, I was told that my order had been canceled but they had no idea who canceled it or why. The soonest they could reschedule was a month later.
When I told them I already had waited a month and shouldn't have to go to the end of the line because of their mistake, they basically said tough luck. I tried to reach a supervisor and was told he would call me back. No one ever called. This is one of the worst companies to deal with. I see from other postings on this board that my experience is not exactly unique.
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. ** 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.
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 DirecTV 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 there and the tech did not leave until he was sure that she understood how the box worked and how to order pay per view.
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 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.
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 DirecTV 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 DirecTV. 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.
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.
CHERRY HILL, NEW JERSEY -- I wanted to relate my DirecTV experience in New Jersey with Ironwood Communications. I had read all of the horror stories on here and I did have some problems with DirecTV building my order and hanging up on me several times. And I spent hours on hold trying to get scheduled until my neighbor gave me a business card of a Director from that company.
He had been out to to my neighbor's home to do an install and left his card. I called him and he had me scheduled (WHEN I WANTED IT) and I got a call to verify my order two days before and at 8:10AM on the day of my installation, I had a installer on my door step. He did a beautiful job and he called to check on the install after the fact. And told me to call whenever I had an issue -- WHENEVER -- I have called but not with a problem which new customers. I would recommend DirecTV, Ironwood Communications to anyone.
DENVER, COLORADO -- I ordered DirecTV about 2 weeks ago and scheduled an install for last Sunday. Sunday came around and I waited. When the tech didn't show up I called and was told they didn't have any equipment and that they would have to reschedule. I rescheduled for Friday and took the day off from work without pay. No tech showed up. I called in and they said they had no record of having an install planned for me. I called DirecTV back and they convinced Ironwood to install the equipment on Saturday. So I give up my Saturday. The tech did not show up at the appointed time. When I called in they said that the work order never got sent to the technician by the dispatcher.
I then was told that there was no equipment available. Shortly thereafter (And a lot of cursing later), I finally talked to a local supervisor. He directed a tech to install at my house today. Sadly the tech hasn't shown up yet but I am told I am on the list. So far I have given up 15 hours total of my free time waiting for this lousy company. Such professionalism both on the phone and how they conduct business. It is absolutely inexcusable. To make matters worse I have been made to feel like I should thank my lucky stars that they are making an effort to come out today (Assuming they show up). What a joke of a company.
PHOENIX, ARIZONA -- I am a senior technician for Ironwood Communications and I see more than all of you could imagine. Pissed off customers and just plain bad work. Do you think anyone who has had a good experience gets online and writes about it? No, they don't. When a customer is satisfied then everything went well and there's no reason to pass along comment. There's good technicians and there's bad techs. What people don't know is that there is new techs, good techs who make mistakes, and plain old large company miscommunication.
My point is that there are plenty of techs out there who care about the customer, care about their company, and care about their job. I am one of those techs who, if I could, would come to each and every one of your houses and complete the necessary work to ensure your satisfaction. All I can do is my small part. All I can do is my job. Here's a little advice. If you want the reassurance of an experienced technician, ask for a senior tech. I guarantee, we'll do our best. Don't blame all of us. Thanks.
MISSOURI -- You think you have a problem. They came to my house on 12/26/06 to do the installation. I have everything up, the tech. whose name is Jack, Badge # **, wanted to charge me 125.00 cash to do the installation. I told him he was crazy so we had words. He called the police on me because I had his clipboard, I told him he wasn't getting it till he gave me 125.00 cash. So the police came, I had to give him his board back.
So I called DirecTV, told them what happen. They have me to call ironwood. They said it was a misunderstanding and they was sorry so I was to get hook-up 12/30/06 between 8-12. Well it is now 5:45 pm. Just got a call from a guy name John he said that he can't make it till 12-1 in the morning. I told him if he came to my house at that time in the morning he would be talking to my lab. I will keep you updated.
PHOENIX, ARIZONA -- Ironwood Communication was scheduled to upgrade my HD dish & tuner on Monday between 1-5 PM. At 4:30 PM I received a telephone call from a person who was very difficult to understand telling me that he would be really late. The shop had overloaded him & all of the installers with more work than could be done. I called the shop to complain about the situation and the person who answered the phone said he would get with his supervisor and see where they could help out to get the job done & call me back. No one ever called me back. In fact the next day I checked the status of my order online and saw that they had changed to installation date to 7 days later.
I called & talked with a supervisor who was very defensive of his contractor who could barely communicate and then promised to get the job done today & hopefully in the morning. So once again I stayed home and at 4 PM. I called to talk with him because a job was still not even started.
He asked for my cross streets. I asked why does he have someone in the area to do the job and when he did not answer the question I asked him “Do you even have anyone dispatched to the job yet?” and he said no that he never promised me what he did. I called DirecTV and cancelled all my orders that I had involving Ironwood Communication and even though I really wanted the upgraded HD equipment no way will I support a company like Ironwood that lies to its customers.