The Satellite Installation from h-e-double toothpicks

[Kevy Baby]

I've (briefly) mentioned elsewhere that we are trying to get a new satellite installation so we can get HD. We've been Dish Network subscribers for 8 or 9 years and have enjoyed the service. Unfortunately, living in a condo has made the service buggy over the years. The association installed a master dish for each building (one each for both Dish and DirecTV) along with a splitter designed for use of multiple receivers off of the single dish. While that splitter works well with DirecTV, it is problematic with Dish. (The reason for the master dishes is that they didn't want everyone putting their own dishes up.)

As we looked at HD, we looked at the options. Between Dish and DirecTV, DirecTV had slightly better HD channel options and they are about to launch a whole bunch more. Also, while both have "deals" for signing up, you have to be a new subscriber - Dish wouldn't let me take advantage of the sign-up deal.

I looked into it, and DirecTV has a special right now where I can get their HD DVR (50 hours HD or 300 hours of standard def). We've had TiVo for a few years (Series 2 hacked to 240 hours) and we've become accustomed to watching what we want when we want. While we know that the DirecTV DVR will not be up to the level of the TiVo, we decided that it was a sacrifice we had to make to get HD. Also, the HD TiVo is $800 (plus another $200 to transfer my lifetime service to the new box) and only has 30 hours capacity.

Because of the above mentioned issues with the master dish setup, we elected to go with a private reseller of DirecTV as they were the ones who installed the master dishes here and were familiar with the location. I could secure the DirecTV HD with DVR for $300 and then get a $100 rebate. I could have purchased the same unit for $30 less at Costco PLUS securred a $50 AMEX gift card, but I elected to pay the higher amount to go with the installation company who knew the location.

As I was setting things up with this company, I went over a few technical details to ensure that there wouldn't be any problems installing HD with DVR at our location.

So we had installation scheduled for last Saturday. They gave me a 2 hour window (noon-2). 2:00 came and went with no one showing up. I kept my cool until around 4:00 (I can be a patient man). Unfortunately, by that time, no one was at the office. Now I'm pissed.

I reached the office on Sunday. Person looked into it, called the manager, etc. Turns out they were waiting for an approval from the association. Damnit - I TOLD them that I was working with the association and had their clearance. Why the dickens didn't someone CALL me to let me know that they weren't going to be there?!? Person told me that manager agreed to knock $100 off the cost, so I accepted and rescheduled for during the week.

So installer shows up last Monday (I was at work). Installer quickly informs Susan that they CANNOT install HD with DVR at this location. Seems they need two leads from the antenna to inside my unit (a detail I specifically confirmed when I placed the order). Grrr...

So I make multiple calls to their service manager and to the association and finally work out a plan. Service manager says that while our installation will be more difficult than the standard installation (they will have to run cables through two attics and then down the inside of two stories worth of interior wall), they were committed to doing this for me since all the trouble I had experienced to date. OK, I'll roll with it. Third installation scheduled for today; 10-noon. I had to take Susan to the airport and could make it back in time for the install.

So, about 11:45, when no-one had showed up (or called), I was not a happy camper. I called the office to find out what was going on. Service manager was out, but the person I spoke with said they would call him and have him call me right away.

45 minutes later, not receiving a call, I call again. I confirmed that they have my home number (my initial calls were from work). The person I spoke with said he would call manager again AND would let me know the plan. Sure enough, he calls me 5 minutes later to confirm that manager will be calling (I appreciate that!).

20 minutes later, STILL no call from manager. By this time, I am losing my window of opportunity with the neighbors (the attics are in my neighbors' units and I had this set up with them - the one directly above me is vacant, but I had the key). So I call AGAIN, reconfirm the number and I am assured that manager will be calling. 10 more minutes, no phone call, so I call again.

Finally, my luck completely ran out. I try to call the office once again and now no one answers - they've left for the day. FVCK!!!!!

So now I have to decide what to do. Do I give them another chance? (Even if they can come out tomorrow, the one neighbor will be at church most of the day.) While my gut reaction is to say eff-em, I KNOW that the installation is not going to be easy and if I call anyone else for the install, I am going to have to pay for an expensive installation.

I had been avoiding cable because we are in a former Adelphia territory and I have heard the converting from Adelphia to Time Warner is not going well. While I could afford the HD TiVo (I found out Costco is selling it for $650 and we have a tax refund due in any day that will cover it), it only has a 30 hour capacity. That and going with cable is not my first choice.

So, gonna sleep on it.

Why can't people just do what they say they are going to do?!?

[wendybeth]

Whatever money you might have saved on this install is negated by the time wasted waiting for them, the energies expended trying to get a hold of them and the blood pressure increase such a runaround surely has given you. This is utterly ridiculous- with customer service like this before you've committed to any sort of contract, do you really think they'll be a good company to deal with after any install might actually take place?

I'd consider this a warning and be very seriously looking into other options. I'd also draft a letter of complaint, with a cc to the BBB.

[mousepod]

Kevy,
Since we spoke last weekend, I looked into the Tivo HD DVR. You probably remember that I abandoned DirecTv as soon as I got my HDTV - not only could I not record local HD programs, but the salespeople went out of their way to mislead me to believe I could. It was an ugly scene, and I'm glad that I have cable for now. Apparently, the new HR20 DirecTv recorder addresses the issue - you can indeed record local and premium HD channels with it. Additionally, there seems to be a lot of talk on the web that you can attach an external eSATA drive to the back to have a greatly increased capacity (although it currently seems that the it's either/or for the external/internal drive so far). Having said all that, there are lots of DirecTv ex-TiVo users that hate the new unit.
If it doesn't work out tomorrow, I'd say f 'em for the time being, go with cable and use the free DVR that your cable company supplies with HD. Even with a dual-tuner cable box, you don't need two cables, just a splitter. I wouldn't invest in the series 3 TiVo just yet - give yourself a few months to make sure you like the cable service before you get the TiVo - if you want it to operate properly, you need to get two cable cards from your cable provider - I've heard more than a few horror stories about getting them set correctly.
Anyway, good luck with whatever you wind up doing - once it's all set up and this nightmare is just a memory, you'll have fun with the best toy in the house. (and don't forget about the Oppo)

[Kevy Baby]

Thanks MP. That is pretty much what I was thinking. If we weren't in a former Adelphia territory, I would have long ago chosen the cable route.

And the Oppo will be ordered as soon as tax refund comes in - the new 981 upconverts to 1080p! However, this will make THREE DVD players on the main system: the 400 disc carousel, the DVD burner and the Oppo

ETA: I did find that it is possible to upgrade an HD Tivo to a higher capacity.

[DisneyFan25863]

We've been with Time Warner for years now, and their HD DVR or service has never given me an issue. I can't even remember the last time the service cut out, and customer service has always been very helpful and kind.

What kind of issues have you heard about them?

[Kevy Baby]

Originally Posted by DisneyFan25863

What kind of issues have you heard about them?

Not with TW themselves, but the integration of the Adelphia network into theirs.

Although I am happy to hear of a happy HD DVR user - that helps me!

[Betty]

We used to be Adelphia and didn't have any transition issues - although I heard other people did when they sent us some credits for free PPV's to make up for any issues.

However - I knew with TW we'd be getting extra channels that Adelphia wanted more $$$ for so I called them right after the switch and got on a new plan so I'd have those channels ASAP.

[Kevy Baby]

I finally gave up on DirecTV. It wasn't DirecTV that was the problem, but the company that was doing the installation. And the person running the company is a real piece of work. I can honestly say that I have never been so poorly treated in my life.

I sit here at 5:23 awaiting my TimeWarner HD w/DVR installation that was scheduled from 1-3 p.m. today. The latest word is that my installer is due sometime between 6:30-7:00.

Somebody somewhere just doesn't want me to have high def! :sigh:

[RStar]

Originally Posted by Kevy Baby

I finally gave up on DirecTV. It wasn't DirecTV that was the problem, but the company that was doing the installation. And the person running the company is a real piece of work. I can honestly say that I have never been so poorly treated in my life.

I sit here at 5:23 awaiting my TimeWarner HD w/DVR installation that was scheduled from 1-3 p.m. today. The latest word is that my installer is due sometime between 6:30-7:00.

Somebody somewhere just doesn't want me to have high def! :sigh:

I hate when they do that!

You have more patience than me, I'd have cancelled it, and went on to the next company.

[Kevy Baby]

Originally Posted by RStar

You have more patience than me, I'd have cancelled it, and went on to the next company.

I want to get the high def installed via cable and then I am going to go back to DirecTV. I can cancel the TW Cable at any time with no penalties - there isn't a contract.