Ironwood Communications Complaint - Ironwood Communcations / Direct TV Sucks
CHANDLER, ARIZONA -- I am a return customer to Direct TV. My husband and I were so happy to see all the wonderful programs and packages that were offered by Direct TV via mail. We went ahead and cancelled our local cable service, and were looking forward to all this new programs that will come on.
Appointment #1 10/2/07: A technician was scheduled to come out and complete the “easy installation process” on 10/2/2007 between 12-4p.m. I was more than happy to take half day off from work waiting for the technician. The technician ended up showing up at 5:30p.m. I was a bit unhappy thinking that I could have been working all day. But since this was supposed to be a 1-time thing. No biggie. The tech guy told me that there were several issues and he wouldn’t be able to install it. He said that since my Internet line has not been switched to a standalone, my Internet service would not work if he installed the Direct TV Service. I explained to him that the Internet guy would come out and fix it 2 days later, and I could live without the Internet service for a few days. Then, he found another excuse not to do it. He told us that they need two plugs on the back of our TV in order to install the DVR, and the only way that can be done is if we are willing to pay $85 and he would run a line thru the attic. My husband and I talked about it over the phone and we agreed to pay and got the whole thing over with. Then, he spent about 2 minutes in the attic and he decided that it was more worked that needed to be done then he expected, he would need to reschedule and come out on Saturday again. This guy is from “Ironwood Communications” located in Chandler, Arizona.
Appointment #2 10/6: After several days of not having our TV service, we were still happy that the same installer would be coming out and installed the dish for us. It turned out that Ironwood contracted some other company to complete the installation for us. Not the same guy who promised me that could come back out. These crews explained to us that they could run a line through one of our bedrooms and still gave us a free installation. While all 3 of them began the installation process, I wanted to confirm that they were aware of the special program I ordered called “ the Jadeworld”. They immediately stop the installation process and told me that they were not being told, and they did not have the “International dish” for programs to come on. They told me they would come out the same night with the correct dish, which turned out to be the next day, and reschedule again to the following Monday.
Appointment #3 10/8 and 10/9: A guy showed up on time. This is a different tech guy again. Prior to the installation, we explained to him that we need a 3LNB dish for Jadeworld channels to come on. He did not bother looking into it and started installing the international dish. We figured he is the expert, not us, and he insisted that he knew what he was doing. After 4 hours of installation, he could not activate the Jadeworld channels. Then he realized that we were right all along. What we need was the 3LNB, not the international dish. Since it was getting really late at night and he could not finished wiring all the rooms, we allowed him to complete the rest the next day.
Appointment #4 10/13: We were on the phone with Direct TV for an hour and a half trying to get this rescheduled. We told them that all we needed is the correct dish for the Jadeworld channels to kick in. Nothing more. Direct TV scheduled with “Ironwood Communications” again for the installation, supposedly between 4-8p.m. My husband called the local office on Wednesday and checked if they could come out earlier. Unfortunately, they were all booked up. My husband and I waited patiently until Saturday, and a guy from Ironwood Communications by the name of “Sean” called us and cancelled our appointment. He forced us to reschedule the appointment because “there was miscommunication between Ironwood and sub-contractors”, and “he was not aware our appointment”. He told us that he was just a tech and he had no control over this. Finally, we had to call direct TV again and on hold for an hour, did a 3 way phone call with Ironwood Communications. We were on hold for 30 minutes before someone finally picked up the phone. Not only she was not being understanding in regards to our frustration towards the situation, she was extremely rude to us (and direct TV Staff) over the phone. Direct TV customer service rep explained to them that if they didn’t correct their mistake and came out the same night, the customer was going to cancel. Their response was “that’s not our problem, go ahead and cancel then”
Appointment #5 10/15: Ironwood tried to correct his or her mistake by sending someone out to us between 4-8p.m. When the tech called us, I asked him if he was aware of what happened and what needs to be done. Not only he did not know anything besides “this is a regular installation, right?” without knowing what 3 LNB is or why we needed it, I could not even understand the guy. His English was so poor that I could not even understand him at all. I then called direct TV and found out why they are sending out “ironwood” to us again. I explained to Direct TV customer service rep what the situation was and specifically requested another tech company to do it correctly once and for all. I was told by the customer service that they would request for the approval from the management to allow another company fixing all the mistakes. Managers would call me back within 24-48 hours to grant me the approval on this.
I called back 30 minutes later to confirm that this is a correction on the mistake that they’ve all made since the beginning, and this is not a “upgrade” service. The customer service rep told me that both orders dated on 10/13 and 10/15 were for an “upgrade” on the dish, and they were going to charge us on it. She kindly cancelled those two activities and re-opened another one for us. I asked the customer service rep if she could re-escalate this activity to her supervisor and request for another tech company, since she cancelled the one that was supposed to be escalated. She told me that it was impossible to get done that way, and she did not see any note from the previous rep that it would be done. We were on the phone for quite some time and she finally realized that we were now able to pick a different tech company for the installation process. Not to mention that she argued with me for 15 minutes and insisted that we needed an international dish when it was not right. I had to educate her what has changed and that Jadeworld was no longer with the international dish. It is the 3LNB (from I have been told by other reps). The whole thing wasted 2 hours of my working time.
Throughout the whole process, my husband and I were on the phone with Direct TV at least 10 times, with an hour each minimal, and constantly got transferred from one department to another. DO NOT ORDER DIRECT TV. AND IF YOU DO, PLEASE TELL THEM DO NOT USE "IRONWOOD COMMUNICATIONS" FOR INSTALLATIONS. THEY SUCK!!!!!
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