Ironwood Communcations Compliment - Ironwood Runaround...
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 a 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 anyways. 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 D*, 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.