DirecTV Inc Informative - Satellite TV installation companies
ANY, GEORGIA -- Ok, I am writing this not not only to let people in on some of the satellite TV services but to help people also. I work for one of the installation companies for one of the Satellite TV companies. Let me tell you first of all if you call the company to subscribe for their service you MUST take responsibility to give the CSR all the important information you can think of. Such as, your apartment number. The tech will need to know which apartment you live in..duh. If you are renting a house, apartment or condo...GET LANDLORD PERMISSION before YOU EVER call direcTV or dish network and subscribe. The techs can not install unless they are GIVEN permission by the landlord. Always, give the CSR rep TWO good contact phone numbers where you can be reach on the day of your installation or service call.
The tech may need to get directions. Understand this...the techs that go out to your home ARE NOT EMPLOYEES OF DISH NETWORK OR DIRECTV. They are with a sub-contractor. GET the NAME and phone number to the sub-contractor. Call that company several days or maybe a week later to verify you really do have an appointment and ask for the time frame and verify the phone numbers and address on your work order. ABOVE all that remember this...Dish NETWORK and DIRECTV generate the work orders. If information such as name, address, phone number, equipment...etc is wrong IT IS NOT the fault of the sub-contractor. They receive the work orders from the satellite service company.
IF YOU LIVE IN A two story house and think the tech may need an extra tall ladder to mount a dish on your roof...tell the CSR when you subscribe because techs do not carry the 40FT ladders around on the van. THINK ABOUT IT!!! Next, it is YOUR responsibility to either be home yourself OR have someone 18 years old or older there waiting for the tech. If no one is home you get door tagged. The tech may be able to re-roll later in the day but remember...he does have other customers to attend to...YOU ARE NOT THE ONLY CUSTOMER HE HAS and the local office is not going to pull another tech off his route to attend to you. Deal with it. Next, when it comes to satellite TV service, the dish must have a clear line of sight. The tech is not allowed to install anywhere he can not get a good line of sight. If trees, buildings mountains...etc are blocking the line of sight you can not get the service. Don't blame the tech, installation company or TV service company.
In some cases there are customer charges. The satellite service company(dish or direcTV) may not mention these. They sell the STANDARD PROFESSIONAL INSTALLATION package( or whatever they are now calling it ) which means the tech will run the cables along the baseboard of the room to the TV....NOT DOWN INSIDE THE WALL like electrical cable. That is called wall-fishing and is a custom charge. Again, don't blame the tech. He charges because he has been told to. You are responsible for asking these questions before subscribing. Now, I know some(many actually) have been told their time-frame was between certain hours of the am or pm and the tech did not arrive on time. You should know how the process works. The techs route is set the night before. He/she gets his/her work orders the next morning and they hit the road going from customer A to B to C to D...etc. IF they get held up at customer B because they run into unforeseen problems that is going to put them behind the rest of the day. That means your tech may be late. Deal with it. Stuff happens. The local offices for the installation company do not have extra techs sitting around twiddling their thumbs just waiting for a job to come in. They are all on the road running their routes for the day. Which means they do not have extra techs to run out to your house at a moments notice. That tech did not know he/she was going to run into problems. Every job site is different and they never know what they are going to run into. Be mature enough to except that. Call for an eta and should the tech say you will have to reschedule then grow up and deal with it like a mature adult. Ask the csr to call the local office to try to get you worked in for an earlier date. They will try their best.
Ok what else..oh yeah, If you subscribed for satellite TV service one, two, three weeks ago and on the day the tech is to arrive DO NOT decide to call the company and say, "I want to change my order to high definition" or "I want to add another receiver and outlet" and expect that tech to arrive with it on his van. He has a printed(paper) copy of the original work order. Don't blame him or the installation company because you changed your mind at the last moment. Another biggie....the techs usually can not do installations during rain or snow...big DUHHH. Because of OSHA regulations and the policies of the satellite service companies the techs are not allowed to climb wet ladders, work with electricity during rain, or get on slippery roofs. Would you want your son, daughter, mother, father husband or wife doing that. THINK ABOUT IT!!! If it's raining, snowing or the ground is icy..call and reschedule as soon as possible and you will get the next available date. Now, I know the installation companies have some bad techs. I'm not defending them all...certainly not the bad ones but think about it; ALL professions have their bad ones.
If you have had a bad installation or service call simply call the installation company and in a civilized manner tell the person on the other end of the phone what happened. They will try their best to get in touch with that techs supervisor or manager and they will try to resolve any issue you may be having. If you have not heard anything within a day or two call back. But don't start screaming and cursing. Contrary to popular opinion that will not get you better service. It will not get you instant satisfaction and it will not get your issue resolved any quicker. Believe me...I KNOW. Work with the person on the other end of the line and they will work with you. Keep in mind...those local offices route dozens of techs every day on hundreds of jobs ranging from New installations and services calls to upgrades and QC checks.
They receive dozens and dozens of calls every day. Your screaming and yelling is just another voice on the phone screaming and yelling. They really do appreciate someone who is patient and understanding and they will work harder for that person. Trust me on that one. Another one. If yo have a tech come to your home to do some work and after he leaves you have a problem. Don't expect him to come back out right away. As I said above he does have other customers to go to. Call the installation company, let them know and they will get that tech to re-roll as soon as possible. If he is booked heavily that day it may be the next but they will work to resolve the issue. Well, I could go on and on but I won't. Just keep in one thing in mind. IT'S JUST TV. IT'S not on par with water, sewage, lights or phone service. IT'S JUST TV. I apologize if this was too long.
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