LITTLE ROCK, ARKANSAS -- I have been a customer of DirecTV since 1994 and have been pleased with their service. Recently we decided to get HDTV. We waited 2 weeks for installation. On the day of scheduled installation which was scheduled between 8 and 12 I was called at 9:30 am to be told they would not be there. They rescheduled for two days later. The installation was terrible. They never got my HDTV working and could not install all my boxes because they lacked a required switch. The tech said that with time my problems (not receiving all my channels) would resolve.
After 3 hours I called DirecTV and they told me that I was misinformed and they would get a tech out in two days to fix it. When the next installer came he could not fix the problem and informed me that he spoke with the supervisor and was told the channels not coming in were future channels. When I questioned him he became belligerent and said he had to leave.
I called DirecTV and they rescheduled a senior installer for 2 days later. After one hour he could not fix the problem so he said he would bring me a new box the next day. Two days later no tech or phone call. I called DirecTV and they said their only solution was to send me a new box and I could install it myself.
Two days later I received a call from Ironwood asking how I satisfied I was with their service. I informed them of my dissatisfaction. I was promised a supervisor would call me within an hour and resolve my complaint. Two days later no call from Ironwood. I have decided that I just have to fix the problem myself. I am totally disappointed both with Ironwood and DirecTV because no one wants to offer you service.
Throughout the process I have been polite and patient but I am truly contemplating dropping my DirecTV after 13 years but I am afraid that there is no company out there that truly wants to serve their customers. I will be writing a long complaint to DirecTV but I doubt they will ever respond.
QUEEN CREEK, ARIZONA -- I have had or I guess I should say put up with DirecTV since November 2005. I should say DirecTV, when working, is great. Since Nov. 2005 I have scheduled 11 appointments with Ironwood Communications. They have made it on time to just 4. The first was the initial installation scheduled for Nov. 25, 2005. The tech was a no call no show.
A few days later they gave me another 4 hour window and this time the tech called an hour before that 4 hour window would expire and told me that he could not find my house and it would not come up on MapQuest. I told him I would give him directions, but he said he had already left the area. The third appointment was again a no call no show. I called Ironwood and they told me that I never had an appointment. On the fourth try, the tech showed up 1 hour late rude with me and my wife.
About a month later my HD channels stopped working. I scheduled an appointment where I got the same excuse that the tech could not find my house and it would not MapQuest. Of course, FedEx, UPS and Qwest had no trouble finding it on MapQuest. So I rescheduled for about a week later. The tech arrived on time and fixed the problem with the HD channels and installed an off air antenna so I got local channels in HD. The antenna worked for a total of 3 hours. I decided to wait for the new DVR and dish to come out rather than have Ironwood schedule another appointment to fix the off air antenna
When DirecTV introduced their new DVR and dish. It took again 3 appointments for the tech to make it to my house and install it. They use the same excuses as before. This past week my local HD channels went out. I scheduled an appointment for Sat. from 1-5. The tech called at 12:50, I missed the call.
I returned his call at 12:58 and again he told me he could not find the house and I told him I would give him directions and he said he was in Queen Creek when he called at 12:50 but he was now in Chandler. Interesting since Chandler is about a 45 min drive from Queen Creek. He was rude and condescending to me on the phone. I have rescheduled for this Sat. We will see if they make it.
It should be noted that my house is in a very developed area and is easy to find. After extensive dealing with technicians, supervisors, and managers with Ironwood communication, it is my opinion that a culture of poor customer service and outright contempt for their customers exists. Through all of this DirecTV has done nothing!
PHOENIX, ARIZONA -- DirecTV has hired Ironwood Communications as a key subcontractor in several states. However, Ironwood, a privately held company, has nearly no regard for customers. They give you an 800 number to call regarding installation appointments that won't go through without an access code which they make sure that you don't have. Their local number is for employee access only and they list only their fax number. Boy, that is just so helpful! They did not show up as scheduled today to install DirecTV.
The installer called me up with lots of attitude. He was too busy to get here!!! [In his defense and the fact that they are trying to get more employees through monster.com, I suspect that he is overscheduled.] However, he was not nice on the phone call and said that he was busy. My point is that he could have called and said that he would be delayed… would that have been so hard? He had a 5 hour window (7am until noon).
He didn't call until after I called DirecTV. He was defensive and annoyed at having to talk with me. He called me back shortly afterward saying that he might be by at 1:30pm, but that I had to call him back or he would cancel the installation. What right does he have to cancel the installation? Neither DirecTV (who seem to know little about these folks) nor folks at Ironwood Communications seem to know if he could do that. Yes, I actually, got to them through DirecTV.
The woman at Ironwood automatically told me that she was sorry for my trouble. I said that she didn't sound sorry and she laughed! I guess I called that right. They have some kind of deal with DirecTV that is so good DirecTV doesn't seem to care if their customers are screwed in the process. Wow, I wonder what this relationship is… probably lowball bidding. DirecTV shame on you for no customer quality control metrics!
If my husband didn't think DirecTV had something to offer, I would drop it so fast! It is not worth it, being treated like this and being laughed at. I made my husband come home from work so that he can deal with these people. It is 1:00pm the time the laughing lady gave me for a serviceman to be here and guess what, no one is here. I have only been waiting 6 hours. But, then my time is not important to either DirecTV or Ironwood Communications.
SAN DIEGO, CALIFORNIA -- I recently requested an upgrade of my DirecTV for an HD receiver/dish. I was connected with the installation contractor, Ironwood Communications (IC). IC promptly set up an appointment for the installation within 2 days of my request for an upgrade. I was told they would be at my home between 8AM and Noon on a Friday.
When that day arrived, I waited for someone to show up but by Noon nobody had arrived so I called IC call center who called the local IC dispatcher but they said they were unable to contact the installer. They said notes on their file indicated the installer was running late and should be there within an hour. At 3:00 PM I called back to the local dispatcher who said the vehicle had broken down. They apologized and asked if we could reschedule for Sunday AM but I said no and requested they come out on the next Tuesday AM if possible. They re-scheduled for Tuesday between 1PM and 5 PM.
On Tuesday morning I called to confirm the appointment and was told they would be thereby 5PM. Once again, there was no callback and no show by the installer. I called the IC dispatcher back and they said the installer was running late but on his way and would be there between 5:30 and 6:30 PM. By 7:00 PM, nobody showed. I called DirecTV and spent 45 minutes with customer service, the retention and resolution teams who said they would follow up. DirecTV said they would credit my account for $100 for the missed appointments and would get back to me.
I got a call the next day from the local IC manager who said they would come out on Friday of the same week. I asked if I could have a better time slot than just 8AM to Noon and he said they would be there between 8AM and 9AM. The installer finally showed at 10:00 AM.
I told DirecTV that this company (Ironwood) is making them look bad. They said Ironwood is their exclusive installation contractor and that they had not received many complaints. I advised that they look into this closer because these types of issues can cost DirecTV it's reputation for good service.
CORONA, CALIFORNIA -- Wow! In exasperation I googled this company to find so many customers out there with the same EXACT complaints, it makes me wonder why DIRECTV executives would allow their contract to continue with this company. As Ironwood earns money by the contract and gets charged for each missed work order appointment I can only assume that they are the most incompetent company ever.
My story is the same as everyone else's - a four window appointment is made. An hour before close of that window I received a call extending it by a couple of hours. We waited for three hours beyond that window, but the technician didn't show. This was a Friday evening. On Sunday I called DIRECTV to inform them of the No show to be told that my appointment had been rescheduled (that's Ironwood's way of avoiding showing themselves to be incompetent to DIRECTV). I was told that I was booked for Monday 1-5pm. Guess what, same thing happened.
At 4.15 I received a call extending the window to 5.30. I left my house at 6.30 after another no show. I returned home to find a voicemail left at 6.30 saying the technician was on his way but couldn't find our house. Obviously he and everyone at that company has never heard of a Thomas Guide or know how to go online and MapQuest. Inexcusable service.
I called DIRECTV to cancel my service after seven years as a customer (I was only wanting a technician to activate service in a third room for me), and the customer service rep was very good. EVERYONE LISTEN: make sure you call DIRECTV and receive your $100.01 credit under their no show appointment guarantee which gets billed back to Ironwood Communications.
Anyway, I was convinced to give them one more try which is for this coming Friday. I won't hold my breath. If the same things happen then, I will be cancelling my service with DIRECTV. All I can say to is BEWARE of this company. Better still don't book your installation or service with DIRECTV/Ironwood but find a different company to come out. Good luck!
BULLHEAD CITY, ARIZONA -- I live in Southern California but own a second home on the Colorado River. I made an appointment for the installation of three DVR's in my River home more than two months in advance and got automated calls from Ironwood confirming the appointment approximately 24 hours in advance.
After receiving the confirmations, I drove to my River home, a 9 hour round trip, for the sole purpose of keeping the appointment. I waited patiently during the 1-5 window I had been given for the appointment. At 4:00, I called to make sure they were coming and was told they did not have the equipment they were supposed to install. They never bothered to call me; I wouldn't have found out unless I called them.
That was on a Saturday. The person I spoke to said they could get the equipment and install it for me on Monday if I was willing to extend my stay. Not wanting to waste the entire trip, I agreed. Unfortunately, Monday was merely a replay of Saturday. Again, I waited until 4:00, then called to make sure they were coming. Again, I was informed the equipment had not arrived. Again, they did not bother to tell me this; I only found out after waiting several hours before calling them.
My 3-day trip was completely wasted. A full week has now elapsed and Ironwood still has not apologized or offered an explanation. They have yet to call me (other than the automated calls) for any reason. I think there are enough disgruntled customers out there to interest an attorney in a class action, which I would enthusiastically join. In my opinion, Ironwood's behavior is uncivilized and burdens other people unnecessarily. Never, to my knowledge, has a service provider displayed such utter contempt for its customers.
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.
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.