HDTV Forum

I just experienced an extremely poor level of customer service from Direct TV in San Diego as well as their contract installer Ironwood.

My installation was scheduled for Thursday between 8am and 12noon. Needless to say, no one showed. I called Direct TV at 12:15 and they indicated the installer was delayed on a prior installation. I asked them why didn't they call me to let me know of the delay. They said they did but no one answered the phone - What a LIE; I was here all the time and the phone never rang. I asked when the installer would arrive. They said they weren't sure but, probably between 2 and 3. I say o.k.

I then called the Dish Network folks and asked them about there services. First of all, not only were they easy to get hold of on the phone , they were exceptionally nice as well as very informative. I told them my experience with Direct TV. They advised me that their Dish Network offered more HD channels than did Direct TV; which I wasn't aware of, plus, they had an abundant inventory of the HD DVR's on hand. Ummm I said, very interesting. I may call you back.

I then called Direct TV again and inquired as to my order. I also found out they did not have me down for the HD DVR that I had signed up for. That did it. I asked for the Direct TV number to call to cancel my order.

I called the Direct TV Number and cancelled my order.

I then called the Dish Network folks back and place an order with them for installation this coming Monday afternoon. Not only was the initial contact with the Dish Network people pleasant, so were their installation folks I spoke with to schedule my installation. I am VERY GLAD I switched.

Sadly not surprising. DTV subcontracts out installs to multiple vendors across the country. Some have good call handling skills, others are pathetic.

The Redondo Beach/South Bay California DirecTv affiliate service is comical...if it wasn't costing me time, trouble and dollars. When I ordered the HD programing they said I would need a new dish. Fine...when they came to replace my existing dish they left that existing dish on the roof. When I called two weeks later to let them know that they hadn't removed the non-HD dish from the roof they said that was my responsibility. When I told them that I wasn't about to do their job for them and a strong wind might blow it off and kill someone...they sent the same guy out to remove. Just this week I noticed that they removed the "dish"...but left all collateral equipment where it was. It's still there. Assholes.

Just shows that who you get as an individual installer makes all the difference in the world. I also had my MPEG 4 antenna and HR 20 installed by Ironwood here in Oregon. He called and said he was running 15 minutes late and had to call his next appointment three times to tell them he was running late. The installation was perfect. He cleaned up everything and removed the old dish.