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.
OVERLAND PARK, KANSAS -- I will be leaving DirecTV because of the poor performance of Ironwood Communications: So, I was fed up with a variety of technical issues with DirecTV, and tried to cancel service. I let myself get talked into upgrading my box, which required an upgraded satellite dish. They scheduled an 8-12 appointment for like three weeks later.
The day in question arrives, and I take it off. I call around 11:30 (directly to Ironwood Communications 800 number, not DirecTV). They tell me at 11:30 that the guy was running late (obviously), and could arrive at 1:30p. This is later than my time off allowed, but I agreed anyway. 2:00 rolls around, and I call back. The dispatcher can't get a hold of the installer, but promised to have him call me. 2:45 rolls around and he finally calls back. He explains that he's still on his first install of the day, but that his supervisor was 'already' working on a solution for me.
I really wasn't REALLY pissed until he said the word already, like he was doing me a favor. 'Already' working on a solution would have happened around 11:00 that morning or so when he realized that he was still on his first install, and wouldn't make any of his morning (or afternoon, the way things went for him) appointments. So, I continue to wait. 3:15 when the supervisor calls, telling me that he his on his way, and would be there at 4:00. 4:30, I HAVE to leave for work, so I do.
I call Ironwood again, and tell the dispatcher to have the guy come back to base, as I was finally giving up and leaving for work. This was the only mistake I made of the day (other than, you know, staying with DirecTV), as apparently, they took that has a cancellation. I immediately had called DirecTV, and they said that they couldn't reschedule until two months later. They couldn't get me in with a supervisor, so I call back later that night.
That begins a three day process of DirecTV "escalating" the issue, and promising me that someone from Ironwood would call me the next day. Three nights I make the call to DirecTV, three days that they make that promise, and three days I'm disappointed. The notes in my account kept telling the CSR that I was a No-Show at the appointment, so I had to explain the situation 7,000 times. After a couple more days of waiting, I finally get a hold of a supervisor at my local Ironwood shop, and he tells me that while he doesn't have any HR20's in stock, the new shipment comes in on Thursday, and he could install it on Saturday.
I agreed, but couldn't get Saturday off. After not being able to get a hold of anyone at Ironwood who knew what they were talking about again, and going through all of the menus and CSRs trying explain thing, I quite literally gave up. Sunday Ticket is the only thing holding me to DirecTV, and I hope that I'll be making a move back east and alleviating that need by Football season, and I'll cancel, and get something local at the time.
DirecTV is not without its own problems, but its use of Ironwood is a real problem, as at the very least, my branch provides service that is well below acceptable standards. I understand that Ironwood specifically will peak at this board, and I am willing to speak to anyone at Ironwood about these issues.
SANTA ROSA, CALIFORNIA -- Beware of this company and by default DirecTV. Poor quality installation work followed by 2 (so far) no shows on system down service calls. Evidently this seems to be the norm with Ironwood Communications. I wish I had known to do a search on them prior to this. We are now going to incur the expense of switching services. These guys do not care about quality or commitments. Good luck if you use them.
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 their job right! DirecTV need to find another installer company or hello dish.
PHOENIX -- These guys are the worst! Worst service call I've ever experienced. They trashed my house, placed power tools on my antique stereo, made 5 separate messes that he didn't clean up and worst, installed a new dish on the roof, JUST LEAVING THE OLD ONE DISASSEMBLED ON THE ROOF! I called Ironwood on October 21st and they called me back 19 days later! "Ben" wanted to come over and inspect and I told him I didn't need their services badly enough to allow anyone from their filthy company into my home again.
SHELTON, WASHINGTON -- It took Ironwood four trips to almost get the installation right. The quality control tech wanted the dish moved for better reception. The tech didn't follow through with the request! After waiting around for FOUR appointments, I am done! I wouldn't have switched from Dish Network had I know the incompetence of this company!