Problems with MASTECH

For anyone with issues with MASTECH installs ???
Perhaps you should try writing/contacting these folks to get them on the ball!

Mastec Upper Management http://www.mastec.com/managementteam.asp[/url]


I have an install coming up in early Feb for the 9AT dish. I will contact them if I have any issues as well as D*.

Best of LUCK to ALL of US.

Now a followup:
Here is a copy I sent to Directv & mastech - Let's see what happens next.

Although I know you must have heard this before but one more for the list.
I installed my new H-20 and set up an appointment for new 5lnb install apx 1 1/2 weeks from then 2/9/06 to be exact. The scheduled appt time was between 1pm & 5pm. So far so good.

Now for the issues, the subcontractor that you use MASTEC who subcontracts to Advanced Technologies, (located right here in my own town mind you). No. VA.
Did not make the appointment.

I had received a message on the 8th of Feb (day before) confirming my install time of the ANT upgrade package at that time. I had taken the time off work to be here for the install.

As the 5pm time grew nearer I tried several times to call the 1-877-889-7880 number given to me by both your (DirecTV) customer service as well as the automated scheduling system. Trying several times to no avail. I then tried the local Advance Tech Office only to be transferred again to another service some were in DC. No luck contacting any one.

At 6pm as you will see by my records I contacted your Order Support line in Fla. A very nice customer service rep answered and tried to assist me. She tried to contact the installer and again was put on hold. It took 30 min from 6pm to 6:30 before she was able to get any answer. The answering party said that he would Check with the Tech. After being put on hold for another 15min they disconnected. The DirecTV rep at this point felt we should try again before she set up a new appt for me. I said are you ready to wait another 30 min. She felt it should not take that long.

Guess what? It did. Now at 7pm after waiting on hold another 30 min the new voice on the line said that an email was sent to the techs office and still had not received a reply, She the attempted to contact the local office directly and came back on the line 10 min later and said they had the local office on the line and they were trying to contact the Tech. After waiting another 12 min the line was cut off not even the voice of the local office was heard, only beeps, then silence. At this point D* confirmed that they had been disconnected from the call. (Very poor customer service on Mastech & Advance Tech part.)

D*was kind enough to arrange for a slight credit for my missed appt. We made a follow up appt for the near future. It will be unfortunate for DirecTV however to have such a poor representation of their product as the free advertising rolls around on the Advance Techs trucks.

As I am not alone with having issues with them all one needs to do is to do a google search or check any of the satellite or home theater forums and you will see poor story after next about how shoddy some of the workmanship has been along with other issues.
Some of the other issues range from improper equipment (not having proper metering equip to not being properly trained on the install of the new 5lnb.)

This was not my first encounter either, apx 1yr ago they came by to install my upgrade to my 3lnb. The tech had no record on his work order about the relocation of my old receiver and wanted to charge me an install fee. I spoke with the DirecTV service desk at that time & confirmed that the tech was suppose to do the move as part of the install. I ended up doing it myself with my own cabling. (I do have a technical background & worked in commercial broadcasting for 20+yrs).

He also did not use the provided long/lat info provided by the receiver for my zip and he tried to align the 3lnb base on what he was use too. Well it was no wonder it took him several try's before he was able to get a useable signal as I talked him in a walkie-talkie I supplied to him.

I have been a DirecTV customer for a good number of years through its inception, it is truly sad to see a good companies reputation go down the drain due to poor customer service.

I know you have heard it before but need to say something as well. Too bad.