DirecTV Install Techs Claim They Were Forced To Lie To Customers
from the what-a-nice-company dept
While so much attention is paid to the recording industry for its sleazy practices, it's surprising that DirecTV doesn't get more attention for its practices. You may recall a few years ago when they (before the RIAA figured out a similar scheme) sent around letters to anyone they suspected of using a smartcard reader (they got a list of buyers) demanding $3,500 or promising a lawsuit -- even if there was no evidence that the smartcard reader was used to illegally access DirecTV signals. It was a similar plan to the RIAA, where they made it clear that it was much cheaper to just pay up, rather than go to court and prove your innocence (even if you were innocent). Eventually, the company was forced to stop the program, as a court found obvious problems with the practice. Just a few months ago, though, we noted that the company was being fined for two different violations. First, they were telemarketing to people on the Do Not Call list. Second, they were fined for their advertising, which didn't make clear certain blackout info and (of course) additional unexpected fees that subscribers would get.
The latest news story represents even more fun for the company. Apparently, a group of DirecTV technicians in Florida (who work for an outside contractor) have blown the whistle on the fact that the company set up incentives that forced them to lie to customers, in order to get people to hook their telephone lines up to the DirecTV boxes. Technicians were told to tell users that it was required, or the device wouldn't work -- even though that's false. In order to enforce this, the company would fine installers any time a box was set up without a phone line connected. Unfortunately, the article isn't entirely clear whether it's the contracting firm or DirecTV who was directly responsible for the fines or the directives to lie to customers. DirecTV was contacted by the reporter doing the story, and they made it clear they plan to continue the practice of pushing installers to hook up phone lines, because users who do so are more likely to order fee-based content and can be more easily tracked by DirecTV. It's easy to see why DirecTV would want this -- and they could obviously turn around and say it wasn't about "fining" the installers, but simply paying them extra if they hooked up a phone line -- but, the fact that installers were encouraged to lie to customers and "do whatever it takes" to get phone lines hooked up is a problem. Especially from a consumer standpoint, it doesn't make DirecTV look very trustworthy -- even if the ultimate fault is with the contractor.
Reader Comments (rss)
(Flattened / Threaded)
I haven't dealt directly with DirecTV, but I have used DirecWay for about a year. The attitude is about the same.
I'd personally never use a Direc* service again.
(reply to this comment) (link to this comment)
Phone lines?
I dont see how this lays upon the installers... Because the fact is, that when you have DirecTV disconnected from the phone line, an annoying message keeps being posted to your screen that a phone line could not be found - which is more of a software issue than anything else. ...at least it had been that way with my DirecTV software 6.2 for most of 2005, until I switched to SA-TiVo and hooked up through WiFi/Network.
(reply to this comment) (link to this comment)
Phone Lines?
I dont see how this lays upon the installers... Because the fact is, that when you have DirecTV disconnected from the phone line, an annoying message keeps being posted to your screen that a phone line could not be found - which is more of a software issue than anything else. ...at least it had been that way with my DirecTV software 6.2 for most of 2005, until I switched to SA-TiVo and hooked up through WiFi/Network.
NOTE TO TECHDIRT: YOU GUYS REALLY HAVE TO FIX THIS ANOYING "Your comment has been flagged as potential spam, it will be reviewed by our staff before it is posted." MESSAGE I GET WHENEVER I POST FROM AN ADELPHIA.COM ACCOUNT IP ADDRESS. I NEVER GET THAT MESSAGE WHEN POSTING FROM A PACBELL.NET IP.
(reply to this comment) (link to this comment)
Under duress, I subscribed to DirecTV a few months ago. The installer they sent out struck me as shady for several reasons, but the kicker was when he insisted that I keep the "free" additional receiver that his work order said I ordered for my bedroom. My bedroom has no television.
Mostly just wanting the sketchy character out of my house, I let them leave the box there. Sure enough, my first statement listed a $5.99 fee for the second hookup.
My favorite part about the company is the complete lack of irony they have in touting their voice-activated customer service that "really listens to you". If anyone has successfully navigated their system to reach a live agent in less than five minutes of navigation, I'd love to hear from you. Every time I think I've got it cracked I fall prey to one of their randomly convenient disconnections.
Only nine months left on the contract...
(reply to this comment) (link to this comment)
You have opened the Pandora's Box. DirecTv also insists on Social Security Number when you sign up (unless you bill to a Creidt Card, and keep insisting if you will not give them yours, I had to threaten to hang up before they allowed me to go on), and they are worse than AOL to get to stop billing when you've had enough of their shenanigans.They lie in so many ways when you sign up - both about the TV and Direcway. I could tell you stories - but you will hear them all from others, just you watch.
(reply to this comment) (link to this comment)
DirectTV
I've got DirectTV and I've had no problems with it or the service.
The alternative is the evil empire (Time-Warner) who screwed me for $1500 of programming that I paid for but their raggedy-ass network couldn't deliver.
Perhaps they scam a little but at least they don't RAPE you.
JS
(reply to this comment) (link to this comment)
They're all crooked.
They're all crooked. Some just slightly more than others.
Dish screwed me over. They all gave a family member of mine a terrible fit over a defective PVR unit.
I'm not completely happy with DirecTV but as someone else alluded to, at least they don't cost you your first born like the cable companies.
You just have to chose which devil you want to deal with.
(reply to this comment) (link to this comment)
Now it's clear...
We've had DirecTV for a couple of years, with TiVo Series 2 box. Frankly, we've been very happy with it. We have never lost a signal or missed a program. We never use the pay-per-view offerings, since we use NetFlix to see movies.
I recall that when we ordered DirecTV, they really were pushing "free" installation, and discouraged self-installation. My wife wanted it installed ASAP & didn't want to wait for some seedy handyman type to come visit our house. So I climbed up on the roof and installed it myself in about 15 minutes (doesn't include snaking the wires around in the crawlspace -- which I admit was a pain).
After reading the above post, I bet that the company discourages self-installation because then they can't have an installer add extra equipment which you haven't ordered.
(reply to this comment) (link to this comment)
omg, who plugs their phone line into their tv? ET phone home anyone??? its bad enough they track everything, lets have my dish randomly order crap for me too and charge it to my phone bill which is impossible to get the phone company to remove.
(reply to this comment) (link to this comment)
Re: Phone Lines?
NOTE TO TECHDIRT: YOU GUYS REALLY HAVE TO FIX THIS ANOYING "Your comment has been flagged as potential spam, it will be reviewed by our staff before it is posted." MESSAGE I GET WHENEVER I POST FROM AN ADELPHIA.COM ACCOUNT IP ADDRESS. I NEVER GET THAT MESSAGE WHEN POSTING FROM A PACBELL.NET IP.
The spam filter is from Akismet. You can discuss it with them. We have no control over the filter.
I will say, however, that it does an amazing job of catching the 500 or so comment spam messages that we get every day, and it seems to only catch one or two false positives a day. That's incredibly useful.
However, it's not exactly a problem, is it? We do review the filtered comments, and the ones that aren't spam we do allow. So, it's not like the comment doesn't get posted.
(reply to this comment) (link to this comment)
I've been a DirecTV customer for a number of years, since it was provided to my building. Originally, when you ordered a pay-per-view, you could append the charge to your total bill, and pay it all in one shot.
Now, you have to provide a credit/debit card or checking account # and pay at the time of purchase. The CSRs claim this is because my box isn't connected to a phone line, but it's never *been* connected in all the years I've had it.
As a result, each time I order a pay-per-view, I get charged, and then I get a bill with the PPV charge on it as if it were unpaid. So I have to scream at them to remove the charge.
It's unbelievable the lengths companies will go to in order to squeeze revenue out of customers without providing any additional service.
(reply to this comment) (link to this comment)
That story came out of Orlando, FL where i live. In my neighbohood there are alot of families who speak only spanish and many of them have DirectTV. I would be willing to bet that these people are their target group for rip offs. I myself use Brighthouse which is just as bad seeing as how i've had to trade in my HD box *several* times this year because it just stops working along with my internet which randomly cuts out everyday. Customer service is a joke, as always. Kind of makes me wonder why i pay $150/month.
(reply to this comment) (link to this comment)
I've had cable, Dish, and now DirecTv w/TiVo. I have nothing good to say about cable. Dish was good. However, I love my DirecTivo. As for the phoneline thing, there are a few ways to work around that if you can google it, read a message board, and follow some directions to tweak your box.
On one hand, just on the principle of it, I don't like people tracking what my family watches. However, I don't mind sending a message loud and clear that I don't like to sit through blocks of commercials.
Whoever figured out how to meld the Tivo with DirecTv is a genius. I figure over the last couple of years that has saved me from watching roughly 250 hours worth of commercials.
(reply to this comment) (link to this comment)
Re: Phone Lines?
I added a box and I was told this by the private installer... ohh ITS THE SOFTWARE used by adelphia I never get it
(reply to this comment) (link to this comment)
DirecTv
I was one of the people from whom they tried to extort money. I bought a card writer to experiment with a software package I was writing to put medical records on. Their "investigator", Oscar Garcia, stated "That writing device can only be used for one thing", and that was my clue that this was likely some homeless guy that they sat at a phone and handed a script. AT that time I had the software project going AND could use the reader to track transactions from one of my crediat cards that used the SmartCard format. So there were 2 other reasons to own it right there, and I didn't even care to research how many other applications that would involve that card writer. Bullies, plain and simple.
PS I did not even have DirecTv at the time. They got my name from White Viper when they busted them.
(reply to this comment) (link to this comment)
Re:
"...there are alot of families who speak only spanish and many of them have DirectTV. I would be willing to bet that these people are their target group for rip offs."
Actually, DirecTV has a lot of spanish channels. My bet would be that that's the real reason there are so many with DirecTV.
(reply to this comment) (link to this comment)
no other options
i guess alot of people get stuck with satellite like my self because you live where there is no cable no dsl so you have to resort to dial up(yuk) or satellite.i have direcway internet and directv. i paid $1200 for my system .that was the going rate for an installer in '95.cant complain about service except when it rains. we have been with them so long we have a direct line to customer support so i dont have to wait.
we had a directv/tivo unit that quit after 2 yrs. so now we have a dvr combo unit.tivo has a much faster response time. but the dvr has some other perks.daily lotto,horoscope,weather and other stuff on one screen without looking up channels..i had aolplus in 98 which was aol/direcway. got the system at circuit city for 99 bucks..so when aol stopped using direcways dish service ,i got the direcway modem for free vs.the $600 upfront fee they now have. if i had dsl which is coming soon i hope(i have alltel which is totally behind the times)i will dish the dish. but for now as i said earlier some of folks have no choice.
(reply to this comment) (link to this comment)
I've been a DirecTV customer for a long time - at least 12 years I think. I don't remember ever having to call into tech support for anything, and when I moved into my new house and took advantage of their move plan which provides free install the guy told me the phone line only mattered for ordering PPV - which I never do anyway. Now that I have DirecTivo I do plug the phone in once a month or so to let Tivo download software updates.
Obviously, YMMV.
(reply to this comment) (link to this comment)
Re:
@ Anon in FL
Yea, I noticed the ad for the news peice on local 6 the other day and missed it (damn). We had another case where they said they could install it, came back to my old place three times and finally said they couldn't but that I'd be charged for 'waisting their time.' When I told them to get out the guy told me he's sorry, its the company that takes money out of his pocket for unsuccessful installs, I said tough and he left. Called DirecTV and they were being asses about it saying that I still signed the contract at a dealer and even though I couldn't get service I was still liable and if I cancelled I would have to pay an early termination fee. Finally after enough creative talking (and refusing to get off the phone, since I wasn't cussing or yelling they wouldn't cut me off alone) I finally got to a manager who disconnected service. At the end of the call the manager said 'If you ever want to have service with us again, I'll note it in your account and you'll get a 30% discount on your first bill.' I decided to stick with brighthouse after that. More expensive but not as evil.
(reply to this comment) (link to this comment)
Problems with DirecTV
I had DirecTV for almost a year before I ended up moving, and can say that I had less problems (none, actually) compared to my Adelphia cable TV. The installer that came out was actually very nice, and even apologized for mounting the antenna's in a very visible space (we had to mount on a fencepoist to get a clear signal, which didn't bother me at all). Ran the cabling for the first floor TV straight to it through the basement, and then used the existing cable box outside to get the cable upstairs.
I was never told to hook up a telephone line except by the CSRs when I ordered it. When I told them that it would be impossible as I had only 1 phone jack in the home, they just said I couldn't order PPV stuff through the box. No biggie since I have broadband and a laptop, and I never order PPV anyway.
I guess I'm in the minority when it comes to decent service though.
(reply to this comment) (link to this comment)
When do customer representatives not lie?
I mean, this is common practice for a customer representative to not divulge the whole truth.
If I ask a sales associate if something is going on sale in a day or two they say they don't know even though they have all the sales promotions sitting in the coffee room.
Ask a cable tech if it is necessary to plug in the phone line and he is just going to say yes.
Ask a technical support staff why their product sucks and they are just going to tell you that the problem is at your end, their product is perfect and works perfectly.
I mean, I take anything said by any company representative with a grain of salt. Most times I know they are straight up lying to my face but what can you do? I have called people on it from time to time, and it just means you get less service and courtesy then you should expect.
The Internet is a wonderful place as you can find out for yourself the truth (or something close to it anyways). Articles like this will promote the truth and people like these techs can let the world know (or at least the people in Florida who should care about this) know what to think about their cable company.
(reply to this comment) (link to this comment)
Having a phone line connected allows for FREE software updates.
(reply to this comment) (link to this comment)
"Having a phone line connected allows for FREE software updates."
Having a phone line connected is how they track your PPV.
(reply to this comment) (link to this comment)
Not as bad as it sounds
We, too, have been Directv customers for many years after a major battle with the local cable company - Adelphia at the time, we've since moved across the country.
I, too, have only had to call tech support once or twice and then only when upgrading equipment.
For those concerned about "phoning home" - they have an easily accessible option to "block the collection of viewing data" which I have opted for, and appears on bill every month of confirm (no charge of course). So, SUPPOSEDLY they aren't tracking my viewing patterns, just allowing the system to phone home to check for current software, schedules, adds, etc.
And it's never, ever, ever taken me 15 minutes to get a rep on the phone. If it takes you that long then apparently you need to learn to outsmart the voicemail system - hint: press 0.
Now cable companies - that's a different story. I'm sure they're all hit and miss, but I'll take Directv any day. My beef is that they are WAY overpriced for their sports packages (NFL Sunday ticket, etc.) but beyond that, they have always delivered exactly what was promised in a very timely manner.
Maybe I'm just a cable hater. Well, not maybe, defninitely : )
(reply to this comment) (link to this comment)
I have DISH and the tech stated if we don't plug the phone line in DISH will charge our account $5/month. He said to just plug it in over night once a month to avoid the fee. There is no phone line in our living room. I wonder what this is really about.
(reply to this comment) (link to this comment)
Phon-oisy
My phone line gets interference from a (very) nearby (very) powerful radio station - and that's after years of tweaking and filtering; it's as good as its gonna get. My DirecTV receivers (3 different brands) cannot overcome the noise to connect with the mother ship, so DirecTV considers them disconnected from a phone line and won't let me order PPV by remote, thus have to pay an extra $5 to use the alternate ordering means. Of course I never do this rip-off way of ordering so I never get PPV from DTV. Their loss more than mine; there are a dozen other ways to acquire content.
Of course I worked with their tech support on this, and they finally decided I had to get the phone company to fix my line. Of course I've already done that and DTV ignores my statement to that effect. Ironically when I connect the DTV receivers to the line the noise gets much worse; so I had to rig a relay arrangement that connects them to the phone in the middle of the night when I'm not using the phone. Just in case they decide to have the receivers phone home some night. Still they consider me not connected so no PPV for me.
Too bad they don't take advantage of the broadband I have all over the house. Dial-up gives them a cheesy way of locating their receiver in physical space but not much more nowadays.
(reply to this comment) (link to this comment)
DTV
I think we should all go back to telling stories around campfires and screw the cable and sat companies!
What? You dont know any stories? Oh well. Guess I'll stick with my dish on the roof. Quit complaining you boobs!
(reply to this comment) (link to this comment)
You can order DirecTV PPV via the website for free.
(reply to this comment) (link to this comment)
ALL TO BLAME...
Look, I've worked in contractual agreements between Companies, contractors, and their customers.
I can assure you that the contractor knows and encourages deception in order to satisfy the contract, especially if the phone line is part of the SLA.
DTV could care less how it gets done. In fact a large part of the reason the contractor does the dirty work in the first place is because DTV already tried the deed themselves unsuccessfully.
If supporting DTV customers is so straight-forward and simple (cost-effective), DTV wouldn't spend additional money to a contractor.
(reply to this comment) (link to this comment)
It's not Techdirt's problem but rather Adelphia's.
Adelphia's administrators are allowing suspicious activity on their networks.
Techdirt's filters are catching Adelphia for a reason.
(reply to this comment) (link to this comment)
DTV
First of all, don't bother getting anything off our website but the phone #. It's all horribly out of date (no longer employ a web design department).
Second: I think the majority of people’s problems come from the fact that they are ordering through RETAILERS. Many people get confused over this when talking with my company alone and I'm sure this adds to the aggravation. A manager at DirecTV is NOT going to tell you that you can't cancel your contract on a service that hasn't even been activated yet. That’s a load of BS. Find someone you can at least semi trust over the phone, and get as much contact info for them as you can. I have no issues giving out my full name, company address, secondary phone#, email address, extension, etc. etc. Just be aware that *most* of the people you'll talk to over the phone are guys/gals making $7 an hour to take your info and throw you off the phone. They have a high turn-over rate, and honestly couldn't care much about their job (again, this is USUALLY the case, but certainly not always).
Third: The phone line issue. DirecTV does track your viewing habits for "generic statistical purposes". I.E. it doesn't directly point to you. Ever used a Kroger, Albertsons, Sam’s, Costco, etc. "savings" card? Guess what; you just let them know exactly what you purchased, when you purchased it, and how often you buy certain items. Do you still use those cards? Yes, unless you want to pay ~$20 week extra on groceries.
It still smacks of Big Brother, so I don't plug in my phone line on my DTV. I have been called by some of my customers before because the installer went out there and is telling the customer the DVR unit MUST be hooked into a phone line (we sell nationally, so we use a fulfillment company). After a few heated words, I usually get the tech to install it without the phone line, and everything goes just fine.
NOTE: Dish Network has dual tuner receivers that power 2 rooms off of one box (two remotes, both rooms can watch different things at the same time). If you do not plug these dual receivers into a phone line, Dish network WILL CHARGE YOU $5 a month per dual receiver. This is on top of the usual $5 charge for the box itself. This isn't really a rip-off, because customers who have a separate box for each room still pay $5 a box, you just have the chance of saving $10 a month if you have 4 rooms hooked up using 2 dual receivers and they're plugged into a phone line. Confused yet? Try explaining this to someone whose 105 years old, never had cable, and can't hear you correctly over the phone. You'll likely get a very disgruntled client who ends up muttering some curse words and hanging up in your face. And you wonder why the customer service reps are sometimes a little short fused? :)
Fourth: Social Security Number. Yes, for DirecTV we require this in order to process your order (for the credit check). HOWEVER, if you have lived at a residence for around 2 years or longer (and you're mentioned somewhere on the lease/mortgage/etc.) and you have good credit, we can usually process the order without your SS#. In the worst case scenario, you can opt not to give us your SS# even if it can't pull up a credit report, and you can simply pay the DNQ (Did Not Qualify) deposit of anywhere between $200-$300 depending on the equipment you want. Then DTV credits you back $10 a month till its all paid back to you.
Finally: DirecTV (and Dish network) don't want people to self install their dishes for 1 simple reason: Reliability. When the small dish first took off in the early 90's, almost all setups were self install kits. Most people can't properly install the system 100% correctly, and thus will have issues when the wind picks up or weather gets bad. That is why you have people who say they almost never lose the signal regardless of wind or rain (such as myself), and others who lose it at the slightest wisp of a cloud. It's mainly due to the quality of the install. Of course every once and awhile there will be someone who gets a defective piece of equipment, but its consumer electronics; there will always be some manufacture defects once in awhile, or damage from rough shipping/handling. Unfortunate fact of electronics.
Conclusion: Sure, the satellite companies have their flaws, but I'm still 100% sure they are better than almost all of the cable companies out there in terms of service and customer service, and they will always give you a better picture than cable. Now if you want internet, stay away from satellite broadband. That is just utter crap.
Care to comment? Shoot me an email so I know to read it.
(reply to this comment) (link to this comment)
cable is just...well.. better
i like cable. why? no stupid satelite dish on the roof where it can get knocked off/over. no stupid 'allignment' period. no crazy channel numbers. super fast internet. no periods of off time due to over cast weather (i don't care what they say otherwise). also, the whole, 'it's free!' crap doesn't work with me. i don't care about 'perfect picture quality' i don't care about the whole 'we are cheeper.' gimic. Satellite. Sucks. My. Balls.
Buy Cable. its better.
the end.
(reply to this comment) (link to this comment)
Such intelectual content
I. do. not. understand. how. to. correctly. use. English.
So well thought out, props garfalk
(reply to this comment) (link to this comment)
"First of all, don't bother getting anything off our website but the phone #. It's all horribly out of date (no longer employ a web design department)."
This is a perfect example of why to stay away from Dish and DirecTV. Why do they allow you to have a website if you aren't going to keep it up to date?
(reply to this comment) (link to this comment)
Re:
"This is a perfect example of why to stay away from Dish and DirecTV. Why do they allow you to have a website if you aren't going to keep it up to date?"
I believe the guy who said that is from a third-party retailer, not directly from one of the networks.
I've just checked Dish Network's site and it seems up-to-date, and you can find a phone number for support. (Not that a customer needs to look there, since the number is printed prominently on the front of the owner's manual and all the other bits of paper I got from them when I signed up.)
(reply to this comment) (link to this comment)
DTV, Phone Lines, Promotions
The phone line is required for PPV reporting. If you order PPV via the remote then at a pre-determined time the reciever needs to call in and report those purchases. That is how they bill unless you order PPV online or thru a rep. Odering thru a rep used to cost $5. If the reciever can't find a phone line then you will get a error when you try to purchase your next PPV with the remote. The phone line is also required for upgrades and for generic statistical gathering without divuldging your personal info.
Regarding promotions, they vary from time to time. Many of them will only apply to NEW subscribers. When you order DTV for the first time you are offered promotions when you order. After that they are far and few between.
Self installs are looked at in a very poor light. The dish has to be pointed to a very specific spot. The techs that install have equipment that will determine the best signal even before they install the box in your home. Many tech will use existing cable if it is available, however you can request new cable.
As for the pay-rate for customer support representatives, that really varies. for outsourcing companies, which DTV uses Convergys, the reps start ok normally at $8.50 per hour.
I know everyone hates to disclose their SSN--however both Dish and DTV require it in order to run a credit check. By running the credit check it can save you having to pay a deposit. The customer service rep cannot see your credit report--it either says qualifies or doesn't qualify--that's it. If you don't give your SSN then be ready to pay a nice deposit depending on the equipment you get.
Order PPV via the internet thru their website. It will save you grief.
I know about all of this as I used to work for Convergys on the DTV project. The service is good when everything is aligned and things aren't moved. But once you move something then you will have issues. Cable has its ups and downs also I will agree. But I do agree with one posting--DON'T order Satellite Broadband--it is very expensive!!!
(reply to this comment) (link to this comment)
"I believe the guy who said that is from a third-party retailer, not directly from one of the networks."
Yes, it is from a third-party retailer. My point was why does DirecTV and Dish allow its retailers/installers to have outdated websites?
At any rate, DirecTV has a VERY poor record for customer service and billing problems. Not sure about Dish.
If you want broadband, cable is currently the fastest and probably the least expensive if you figure connection speed verses cost.
(reply to this comment) (link to this comment)
What phone line?
Who has a land line these days? I use a cell phone and a VOIP phone, neither of which get any spam and neither of which work with DirecTV. My Tivo connects over broadband, why the hell would I use a phone line for my Tivo? If DirecTV really wants you to connect to something they need to learn how to do it over WiFi through your broadband.
(reply to this comment) (link to this comment)
Re:
Yes, as I mentioned, we are an independent retailer for Dish network and DirecTV (though we can currently only sell DTV nation wide).
I don't approve of our information on the website being out of date either. I rather dislike it when a customer calls in wanting a price that is no longer available; it usually ends up wasting both of our time. However, I don't have control over that, I'm simply a CSR. I can however tell you the truth. Would you rather me lie to you and wait till you get your bill before realizing that I miss-quoted you by $30 a month? Or promised you something you’re not going to receive? I am trying to push for our website to have something along the lines of "Website undergoing updates, please call us at ....." until we find a way to update all the information with the current offers. We certainly don't make money from our website having the wrong info. Our online ordering has been disabled due to the misinformation, so a customer MUST call and talk to a service rep before forking over any money, and to be honest the website is a dinosaur from years back when we did 90% of our orders over the web.
The main reason we keep up our website is simply for our name & number, type in DirecTV or Dish Network (or of course, DishDirect) into a search engine and you'll likely find our site somewhere on the first page. Unfortunately, there is another "DishDirect" that we've been battling with over for nearly a year now due to their name, that we often receive calls about their certificate program (all I can say is they are not positive calls, if you catch my drift). There are TONS of retailers out there that spew wrong information about both satellite & cable promotions. It's sad, but true.
And no, you shouldn't ever have to go and "align" your dish. You shouldn't ever touch it. It needs to be in a very exact position to ensure the best possible signal strength (and thus resistance to "rain fade"). Problems arise when people think they can "tweak" it to get a better picture, or something else with their system is defective and they believe moving the dish might help. OR when someone has the dish mounted in a way that allows children to play with it. If you move the dish, you will have problems until it is properly re-aimed. Period. And it shouldn't ever have a problem "blowing off the roof". It's held on by some pretty heavy-duty mounting hardware. Any winds that would rip off the dish are certainly ripping sections off your roof as well (we're talking hurricane Rita winds here). Again, if it's not properly installed you might have problems with the dish losing its signal in heavy winds (such as those installs I sometimes see in apartments with it extended way out on a pole, not good). The dish needs a very stable and secure structure to mount to.
And yes, Satellite will give you a higher quality picture compared to cable (both SD vs. SD and HD vs. HD). It is 100% digital, and is able to work with less compression than cable services (less compression = less digital artifacts and distortion). This is a fact. That is why Verizon Fios has an even better picture; it is able to transmit the signal in nearly raw format, with very little compression at all. Only issue with Fios is the horrible receiver and software they use. It is BAD, but that will likely change in time. Too bad it's such limited availability.
And as far as Internet: Yes, cable is MUCH better than satellite when it comes to broadband. There is simply no comparison. However, DSL usually gives you a higher upload speed (if your internet usage benefits from it, your usual user won't notice the difference just surfing the web), and a much more stable connection. When I had Verizon DSL I had incredibly consistent speeds, regardless of the time of day. My friends with cable would see a very noticeable drop in performance during "peak hours". I also had 0 packet loss, and most of my cable internet friends have at least a small issue with that. Now Verizon Fios internet blows them both away. How does 30mb down, 5mb up for ~$40-45 a month sound? :)
What I really enjoy is the fact that I don't have to worry about miles upon miles of cabling and hubs that may or may-not have been serviced well. All I have to worry about is the dish on the roof, the cabling in my walls, and the receivers at the TV's. That's why many surveys and research has shown satellite (DTV in particular) to be more reliable than cable, even taking into account rain fade. Less things to break + newer infrastructure = less problems.
-Chris
(reply to this comment) (link to this comment)
Worked as a cable and dish tech
I worked as an independent contractor for cable companies and dish providers. When you only get payed for each "line item" you accomplish...you do everything you can. The techs probably didnt require much pressure to hook up phone lines or anything that they would get paid for.
(reply to this comment) (link to this comment)
Florida Techs and phone lines
Props go to all the fellow techs in Florida for giving a shout out to the world!
Let me explain something. It's not the fact whether or not techs are forced to hook up phone lines, nor does it matter what the phone lines are for (I will guarantee you any IMPORTANT software update will be done via satellite, not phone. If you don't believe me, reset your DIRECTV BRAND receiver and type 02468 when the screen says hello and see what happens), the big deal is the MONEY! I can't speak for all technicians, but in my company we are required to have a certain percentage of recievers installed with properly working phone lines. If we don't hit this number, we lose a SUBSTANTIAL amount of money on our paychecks. It use to be just a talk from the boss, or even heavy Q.C. checks to ensure you are doing your job. Supervisors calling back customers to verify whether or not there is a home phone. Not anymore.
IS IT FAIR to charge technicians HARD EARNED MONEY because 4 recievers didn't respond from Joe Smith's house because he only has a cell phone??? I can hook up every single phone line to all receivers I ever install. But if I have more than 3 or 4 decent installs that are cell phone only, I just lost nearly 20% of my paycheck for that week! It has now become part of the job to hussle customers into letting you run phone lines (for a charge or no charge, doesn't matter) by drilling holes in their new $300,000 home because they don't have nearby phone line, just so you don't lose HUNDREDS of dollars every paycheck. We use to be able to get by with customers refusing these services, but now it is affecting the technicians who don't have control over a customer's home phone!
(reply to this comment) (link to this comment)
Re: Re:
The alignment issue came up all the time when I was a tech in the Baltimore-Washington area. We would get service calls and spend half the day fighting traffic to get there just to find the dishes turned, ripped off, bent, etc...
Usually the owners would claim to have no idea how it happened. To avoid this I would put the dishes in as inaccessible a location as I could, hoping that some yahoo wouldn't climb across his roof and try to adjust the dish. I would also mark the correct alignment with a Sharpie when I first installed it, that way, unless there was a hurricane I could usually assume that the owner had "re-aimed" the dish because the mounts would be tight but my marks didn't line up any more.
Obvious owner error was probably 75% of the service calls. Another 10% was inability to operate the box.
I was paid by the hour by a company (Skyview) that operated by contracting to install the service in high-rises. But we also did some installs in the suburbs, usually for people wanting the foriegn language channels. Most service calls were from these customers.
There were no incentives so there was no reason to lie about phone lines or any other issues. I just wanted get the service up, instruct the customer, and get out. I got paid the same no matter what happened. For the installers who made a flat per-install fee like $50 or a per-item fee for each box installed, there was a tremendous push to rush it and extract as much money as possible. Business is business I guess.
(reply to this comment) (link to this comment)
DirecTV Phonelines
Directv offers bonuses to their HSP (Home Service Providers) for receivers that are hooked to a phone line. Some companies base their installers pay on the number of phone lines installed. Based on a percentage installers have to make a certain mark to get paid"x" amount on their paychecks. This is all fine and dandy unless the customer doesn't have a land based phone line or uses cell phones, then the installer takes it in the ass because his percentage is to high and he gets paid at a lower scale.
(reply to this comment) (link to this comment)
DirecTV doesn't pay what the job is worth!!!
Here is your comment on the subject!!!
"and they could obviously turn around and say it wasn't about "fining" the installers, but simply paying them extra if they hooked up a phone line --"
None of these companies are paying for the installation of phone lines, they are simply wanting them hooked up!!!
The confusing part about all of this, is simply that if there is a phone block in the general area, then the Techs simply hook up the "Supplied Line", but if there is no Phone Block, then the customer may have to contract and pay someone to install the line, to the location of the Satellite Receiver!!! That can cost the customer between $50 and $150, by a qualified Phone Technician....
The fact that Mastec is being paid more money, for a connected phone line, lends credence that they were pushing the Techs to lie to their customers...
(reply to this comment) (link to this comment)
Re:
LOL your so full of it. The phone line is for PVP and to prevent account sharing.
Might want to vist satguys.us and look in the DirecTv forum where this has been hashed out already.
Software and Interactive features are all Satellite based. They want the phone line to enable two communication to with the box plain and simple.
(reply to this comment) (link to this comment)
Over the past 10 years we as contractor installers have seen a disturbing trend. The service providers DTV, Dish, Cable Co's......are systematically squeezing out pay items for work they still want completed.
ie. they used to pay for phone lines, and second lines to dvrs, and wall fishing, and a whole bunch of other items...that now they expect us to do for free.
Oh I almost forgot...they used to pay for our materials [wire, etc.]....but now we have to buy that too.........
Regretably, this has had a negative impact for the customers..... in that the caliber of techs that the service providers are getting now is way sub-standard...a lot of the old heads.....are leaving fro greener pastures.......it's kind of sorry ....but you get what you pay for....the cheaper they get....the crappier installs....... they get
(reply to this comment) (link to this comment)
It was best
it was best you got the box when you did and pay the $5.99 if you woulld not have got the box and eventually got the tv and then ordered a box they would have charged you $50.00 for the receiver
$20.00 for shipping know take your pick
(reply to this comment) (link to this comment)
Re: Now it's clear...
we never add extra equipment unless you request A lot of people have to realize that there are alot of companies cutting out the real contractors and hiring these hack techs to do the job as a tech I 'm a contractor for direct tv and your are starting to get alot of qualified installers leaving because direct tv has step up there technology and drop the rates very low we have to liabilty insurance workmens comp pay for our own supplys and work for crap and not to include the outrageous gas prices so take that into consideration
(reply to this comment) (link to this comment)
Re: rates
In pas t year the rates have been dropping and directv demands and technology has been going up.For example the kaku dish is so advanced and time consuming, you just and point the dish no more and heres the kicker you need a small note pad to write down numbers so you can configurate the dish. Not only that you have to do a little math. When I took the class for this I ask was there going to be more money for this install, they laughed and I laughed too as to say you wont get me to do it. Another thing about this dish you have to run all for lines from th dish. When you get to putting in your hd receiver you have to do an hard start for this Ird WOW!!!. All of these companies now are trying to get. To any non technician here it the reason you are seeing alot of bad install because the certified technician who know how to do an install are not getting out bed for the rates directv and the hsp companies are paying. If you ever sat there and watch and Installer do a full complete install it took them some time to do.I really think if all major contractors got together and took a stand directv would loose out but it will never happen there no union for us and that why directv takes andvantage of that.
(reply to this comment) (link to this comment)
Direct TV Techs. / Would like to Place new FL Tech
Direct TV Contacts / Orlando Area or anywhere in FL.
I would like to know more about Technician Void Created by Mastec Techs being Fired.
My company could provide new techs to fill the void.
Please forward any information to me asap.
Thank you,
G. S. Best
sbestcomm1@earthlink.net
(reply to this comment) (link to this comment)
DIRECTV and Phone lines
Believe it or not I got my DTV dealer license for the sole purpose of being a "local Dealer". We used to do work for contractors, a different company than that in Florida, and we were told the same thing about the phone lines. Many other horror stories as well. Thing is if you don't fully disclose to the customer, or perform a good installation experience, the customer will cancel. As a dealer if that customer cancels in the 1st 6 months, DTV back charges me the comission, and the install money they paid me. Which means after I have paid my staff, that customer cancel would have cost me 170%. You can be sure that I work my hardest to fully disclose EVERYTHING before I install any DTV system, and my technicians are highly trained. If you are caught being dihonest to close a deal, I have 2 words for that rep "Your Done"
(reply to this comment) (link to this comment)
Re: cable is just...well.. better
You suck, ignant bastard!
Satellite is better
(reply to this comment) (link to this comment)
Re: Florida Techs and phone lines
I believe the same issue with the technicians installing free phone lines and not getting paid for it, is a growing concern. And apparently Directv pressures the HSP, or contracting company, but washes their hands legally, by blaming them. But at the same time fines those companies completing thousands of installations per day. And those companies have to eat those fees in order to stay competitive on the local markets and on the interstate markets. I wish there was a comsumer police, so that I could join and hunt them down!
(reply to this comment) (link to this comment)
Re: When do customer representatives not lie?
I'm currently working in a call center for directv.
I've dealt with a minimum of 60 directv customers a day.
Yes I really had encountered complaints from most of the customers that our installers were nasty and rude. Yes, they are, I guess they are the biggest mistake that Directv had. If you would noticed, Directv customer represenatives from phone are nice, yes because we are trained to be it! Evem though I'm talking to the dumbest customer or pretty much more stupid than a 5 year old kid, we have to talk nicely and with respect. Directv is investing money for this internationally trained rep.Dear,your reading the right thing,we are from outside United States. Tough huh?
do you ever wonder how good are we?We can adapt ypur language without you knowing that we are not white or the fact that we never been there.
We are not trained to lie. All of the answers that your getting from the rep over the phone are true.Conversations through the phone are monitored or sometimes recorded.So there's no chance for us to go nasty with you. If it happened, all you ave to do is just to call the same phone number and ask a rep to pull up your account and report the incident, and boom!the rep's dead. To tell you, were not idiots, stupid.We al knew it, it's just that, all we can respond to FUCK YOU is "thanks!"
(reply to this comment) (link to this comment)
Re: Florida Techs and phone lines
I kinda find it funny and amusing that no one here talking about the need for phone lines at receivers has brought up the fact that you dont need to run phone line...just get the cust to purchase a wireless phone jack for $69 each recvr, save $5.mth for each recvr required to be hooked up to a phone line- pays for itself quickly, and there's no mess or need for drilling or running any wire
(reply to this comment) (link to this comment)
Re: Re: rates
You know it's sad to read all these letters. We as professional installers are always getting the short end of the stick. The companies that we work for screw us over. We are the back bone for all these companies, but yet we can not get paid for the work we do. Phone line are bull! I did an 3 box install for a couple and charged them $60.00 for wireless phone jack and 1 exstension. This install was 5 stars according to DirecTv and my team lead. The wife had called DirecTv and complained that I forced them to have phone lines connected to all of thier recievers. The DirecTv rep told the customer that they did NOT have to have ANY phone lines connected to ANY of thier recievers. My team lead told me that I did everything right but I still need to return the $60.00 and get back my wireless phone jacks. That pissed me off so much that I went back to the customers house and gave them the money back and told that they could just keep the jacks and NEVER EVER call me back for any trouble shoot problems. I did everything by the book and re showed him the work order that stated to hook up phone lines to the recievers. Charge backes for not hooking up phone lines, lets not go there. I will end up writing a book on that. You DON'T treat your installers like shit and expect them to keep on doing 5 star installs.Pay us the way we are suppose to get paid for our work. Customers think for some reason that we get paid hourly. We get paid commission. Whatever the jobs calls for is what we will only get paid for. Whether it takes you an hour or 5 hours you are still going to get paid the same. Unless you do custom charges and you better be carefull of that too.We pay for our gas and ALL parts that are needed to do the install. Which by the way is suppose to be provided to us FREE from DirecTv. It is in EVERY contract that DirecTv makes with every HSP in the world. The companies like Preimer Communication forces techs to buy ALL parts and gas. But yet they claim the parts on their taxes and double dip by charging the techs. Why isn't the IRS looking into companies like Premier Communications for these criminal acts. When is the screwing over the techs going to stop? For all the techs out there, don't let them keep taking advantage of us. Make a stand and support a Union.
(reply to this comment) (link to this comment)
Abused by Directv!
I never had a problem in the past with directv, but clearly this product is treated differently internally by the company. I ordered it from a customer service one night, assured that it would work. A few days later an installer came to our house, tried to install it and was unable to get it to work. When I got home, this new receiver didn't work, our other receiver no longer worked and two long cables were suspended on the outside of the house whereas all cabling ran though the walls, hidden from sight.
We called directv and they tried to troubleshoot the loss of service. During this time, they evidently activated the new receiver. When they couldn't get it to work, they scheduled a subsequent installer to come back to our house. The new installer refused to repair the work of the first installer because he said that the first installer "botched" the original installation. Evidently, the second installer was only authorized to clean up the installation but because it wasn't actually installed correctly, he wasn't going to work on it until the first installer returned with their mutual supervisor.
We considered this to be a waste of time and asked them to remove everything and return it back to where we started. After the second installer spoke with his supervisor and a directv supervisor, they removed all the equipment, restored our previous systems and left.
Directv called a few days later and said that they were sending a fedex pickup for the receiver. We told them that the receiver was taken by the installer. The installers returned a few days later with the box and apologized for everything that occurred. Directv sent a fedex label which we used to return the receiver.
We never received the 600 credit for the receiver even though multiple customer service representatives tell us that our record shows that the box was returned and that we are due the credit.
Evidently, no one is authorized to credit anything over $200. We've been told by some supervisors that once an order is activated, there's no one that can issue a credit over $200. We are out $600 and we have been actively abused by some directv personnel who insist that since the box was activated, we can not receive a credit even though it was authorized, returned and permitted.
I've never been able to get a true understanding on this issue other than it's clear that directv is very sensitive to this particular box. I think it might be either a known defective product, a difficult installation or both but I can assure you that if they can't get it to work, they have no means by which to credit you.
I've initiated a charge back with the credit card company and intend to switch to comcast when we move in two months. For what its worth, we were a $100.00 a month customer with directv in the past with perfect credit and payment history.
(reply to this comment) (link to this comment)
IORNWOOD PHX/ MANAGERS HAVING SEX
Bob hernandez and Becky they are a married couple both became office managers. Becky runs our westside shop. Robert stewart also works out of the same office. One day they both were lock up in the same office didnt come out of there for at lest couple of hours. she comes out of the office with her hair all messed up, then bob shows up five min later talking about whos been eating my wife.And pulling her hair.
(reply to this comment) (link to this comment)
Re: Phon-oisy
You can order through the website Directv.com or through the IVR. Buying PPV through the website won't cost you anything, but the IVR will cost you about $1.50.
There are alternate ways of ordering PPV that won't have to cost $5
(reply to this comment) (link to this comment)
Re: ALL TO BLAME...
I know its late but direct tv mainly uses contractors for many reason. The main reason is it is low cost they dont have to insure you, no paid vaction or holidays, and they can change rates when ever they want. Contractors in nj averge from anywhere from $1500 to 3000 a week. Alot of people say its directv but it is not it is the Home Service providers (HSP) they are the ones that try to rob the contractos. but in nj peopl dont want the phone lines connceted 60% find it annoying when the phone rings the number come up on the screen. I have been doing directv fo seven year on and off but it have change alot but I hve never been backcharged for a phone line
(reply to this comment) (link to this comment)
Re: DirecTV Phonelines
I have been installing sat dishes since the c-band days. Mastec is not directv, they do installations for them as the home service provider in that area. Home service providers are nothing but crooks. and they DO STEAL MONEY FROM THIER INSTALLERS FOR ANY REASON THEY CAN THINK UP. Directv don't require Mastec to have phonelines connected to receivers, they get a Bonus if they penetrate a certain % from directv. It does say per Directv's standard (free) installation, that a phoneline connected to each receiver is included. Which the technitions get nothing for installing! It is included in thier job to install a phone outlet to every room that does not have a phonejack or does not have one in proximity of the customers TV and would mean running a phone line accross someone's livingroom floor. These technitions are not paid by the hour, they work on a per job basis, have to buy all the cable and hardware, own thier own trucks and are required to pay for the fuel and insurance, and are required to carry Gen. Liability Business Insurance in case any property damage occures while they are installing Directv's product. These HSP's withhold no taxes or FICA social security from thier pay, and hire these guys as sub-contractors to avoid paying FICA match, and providing health insurance to thier families, as they work these guys 60-70 hrs a week, and keep them on a time clock schedule which violates sub-contracor laws as to the definition according to the IRS & the Dept. of labor. AND DIRECTV ALLOWS AND ENDORSES THESE HSP'S EVERY MOVE!
well... so much for cell phone only households? not a chance! because the system does not, nor never has been dependant on a landline phone connection. THIS IS NOT A DIRECTV ISSUE? IT IS A HOME SERVICE PROVIDER'S WAY OF STEALING MONEY FROM THIER TECHS using the "standard installation" of a phoneline connected as a reason. What the attorney general needs to focus on, is that when figuring the % of receivers connected, DIRECTV'S NON-RESPONDERS % FIGURES ARE DONE WITHOUT THE CONSIDERATION OR SEPERATION OF THE CUSTOMERS WHO ONLY OWN A CELL PHONE! YET THEY STILL USE % FIGURES FROM ALL RECEIVERS INSTALLED, KNOWING DAMN WELL THAT THE CELL PHONE CATCH22 WORKS IN THIER FAVOR IN PAYING THE BONUSES, AND THEY ALSO KNOW DAMN WELL THAT IF THE BONUS ISNT COLLECTED FROM THEM FOR BEING UNDER THE CRITERIA %, THAT THE HSP'S ARE GOING TO COLLECT IT FROM THE TECHNITION. They are taking money away from these techs for not doing something that is impossible to do! You cannot hook a receiver up to a dead phoneline and have a positive response! MR ATTORNEY GENERAL IN ALL STATES.. THIS IS HAPPENING EVERYWHERE IN THIS COUNTRY AND HAS BEEN EVER SINCE DIRECTV WENT TO THE NEW HSP INSTALLATION SYSTEM. (which basically eliminated all the ma & pa installation companies and put them all under 1 roof) These HSP's are huge companies who now have a monopoly on every install in thier area(s). Arrigant fat cats, who now have the leverage to muscle and abuse thier installers into just about anything they decide to dream up to increrase thier bottom line! Directv's interest in the phonelines connected are for marketing thier pay-per-view revenues. people order pay-per-view on instinct and emotions, and when it can be done with the flick of the remote in 5 seconds, studies have proven that increases pay-per-view reveues. In my opinion, they use the phone connection in other ways of making a buck also.. like adware. log what you watch, and fill up your mailbox with advertising with your related product profile. I think they sell that info to advertisers at a pretty good price.
But people wake up... if directv absolutely required a landline for all customers, they would have to shut down probably 25% of thier customers due to the rising popularity of cell phone only phone customers. AND THAT IN ITSELF PROVES THAT MASTEC, PREMIER COMMUNICATIONS, AND ALL THE OTHER SCUMBAG HSP'S WHO HAVE RUINED AN ENTIRE INDUSTRY ARE NOTHING BUT LYING THIEVES! AND DIRECTV ALLOWS THIS TYPE OF CONDUCT IN THIER BUSINESS WORKS. I happen to know of 2 installers that were just hired that I found to be on the SEX PREDITORS LIST! All the professional satellite installers have moved on because of this very issue. The HSP in my area had approx 80 techs a year ago. now they are down to less than 25. All green peas, drug users I have heard, and basically nobody I would let on my property, let alone in my Home!
(reply to this comment) (link to this comment)
Mastec Florida
I hate to say this but Mastec just offerd me an employee-employer relationship position. They also provide a truck and ladders but I supply the install tools. they also provide a fuel card. and I will have to see what the supply issue looks like I would prefer a storage facility that has supplies in it so that the installers in Sarasota/ Port Charlotte area can restock when they need to instead of taking 3 hours to resupply. and get back to work. of course if that is the way they want it then I will drive on thier time and pick up supplies in TAmpa. I wont even entertain suppling out of ft misery. its a 4.5 hour round trip from here.
What we need as installers is a guide to the piece work they are paying us, if we are all on the same page then starting a union will be realitvly simple. collective bargaining is better for contractors but my job is specifically employee relationship with benis and insurance. so unless the contractor situation gets better via the fines and oversite of the federal labor board i will take an employee position they stil have to pay overtime via piecework they have to make adjustments based on amounts paid in a normal week. I read that on a labor board site. let me know what everyone thinks?
(reply to this comment) (link to this comment)
Pay Per View
The phone line is to enhance the Pay Per Veiw revenue stream and to try to make certain you don't have one account spanning several homes.
(reply to this comment) (link to this comment)
Re: Re: When do customer representatives not lie?
Yeah, SURE you're not idiots, just read that post... Directv employs the most incompetent, rude, and downright moronic customer service staff of all time. I;m currently waiting on my FIFTH appointment to install my dish because of employee incompetence, or just plain apathy. F*CK Directv, F*ck them right in their stupid asses.
And next time you try to defend your intelligence, pleas