lazy tech, bad service

[koralis]

I'm annoyed. For the past month my DVR has had sporadic (and now non-existant, barring the current hour) guide access. Forcing a download drops out almost immediately and nothing happens.

In the process of trying to determine the problem, I discovered that the LNB from 119 is out, so I call tech support, schedule someone to come out, etc.


He comes, refuses to go on the roof to diagnose anything, insists that it's the tree in the back yard (even though 110 has an 83 signal strength.) I get this from my wife, and she puts him on the line with me.

I ask about getting switched to Eastern Arc instead. He says he needs to call support to get the order changed. He then packs up his bags and leaves, stating that we have the wrong reciever to do it anyway. He never called me back, probably because he doesn't want to talk to someone that has half a clue.


1) Pretty sure that the tree isn't the problem. It just went out, it's not like there was a period of diminishing capacity.

2) Since he wouldn't get on the roof to actually test signal strenth with a known working unit, he is completely unqualified to make that call

3) I have a Dish 622 DVR, which as far as I know is a perfectly valid MPEG4 reciever (with new card) that can recieve Eastern Arc transmissions.


I'm ticked. If I'm not getting a free fix without a 2 year committment, I'm packing up my bags and going to Direct TV, Comcast, etc. Just thought I'd vent.

[BattleZone]

A couple of things:

1. The tree may indeed be the problem. Just because you didn't observe a period of diminishing signal strengths doesn't mean it didn't occur.

2. You are absolutely right in that the tech had no standing to tell you that unless he'd been up at the dish, checked it with his meter, and swapped out the LNB. You need to call Dish and explain what happened. This will generate a Repeat Trouble Call which will result in a charge-back against the original tech. Normally I would recommend calling the tech back directly to avoid generating a RTC, but in this case, the tech's actions were completely unacceptable, and it's the best course of action.

3. Regardless, Dish's business rules normally don't allow EA conversions. *IF* you have a legit LOS issue, and IF you're in an EA area, and IF *all* of your receivers are EA-compatible, you might be granted an exception, but even then, the 1000.4 dish must be on the work order in order for the installer to install it. Installers aren't allowed to swap out dishes otherwise, and wouldn't get reimbursed for the dish.

So, while your tech clearly didn't do his job, you also need to adjust some of your expectations, especially as it relates to an "existing customer EA conversion," as those officially "don't happen."

[BNUMM]

What does the "Check Switch" screen show? Is the 129 Sat. OK? If it is then it probably is not a tree problem.

[koralis]

What does the "Check Switch" screen show? Is the 129 Sat. OK? If it is then it probably is not a tree problem.

No 129 on my system... just 119/110/61.5




1. The tree may indeed be the problem. Just because you didn't observe a period of diminishing signal strengths doesn't mean it didn't occur.

2. You are absolutely right in that the tech had no standing to tell you that unless he'd been up at the dish, checked it with his meter, and swapped out the LNB. You need to call Dish and explain what happened. This will generate a Repeat Trouble Call which will result in a charge-back against the original tech. Normally I would recommend calling the tech back directly to avoid generating a RTC, but in this case, the tech's actions were completely unacceptable, and it's the best course of action.


He seemed very intent on coming back another time... he could bring a really long pole, etc. (that dish is already on a really long pole, and the tree he's suggesting is the problem was nowhere close at installation... it'd be off to the right of the dish. The pole was to beat a tree off in the distance.) I'll climb the roof myself tonight and eyeball it.

I'm thinking he basically didn't want to do the work, and get paid for two trips. Is that how it generally works?

It's also possible that he had somewhere to be... he was waiting at the house 15 minutes before the service window. Could be timeliness, could be an indication that he had something to do shortly and wanted to get the job done asap.




3. Regardless, Dish's business rules normally don't allow EA conversions. *IF* you have a legit LOS issue, and IF you're in an EA area, and IF *all* of your receivers are EA-compatible, you might be granted an exception, but even then, the 1000.4 dish must be on the work order in order for the installer to install it. Installers aren't allowed to swap out dishes otherwise, and wouldn't get reimbursed for the dish.

So, while your tech clearly didn't do his job, you also need to adjust some of your expectations, especially as it relates to an "existing customer EA conversion," as those officially "don't happen."

There are a lot of things that don't officially happen, that do happen.

Lets say that it's a tree problem though, for the sake of arguement. If that means that I'm no longer a dish customer that can program his DVR or get all of the channels paid for, then I'm basically gone. If I were a new customer, they'd have no problem setting me up.

A retained customer is as good as a new customer (better actually, because I have a long track record of maintaining the status quo rather than jumping services at the drop of a hat.) If the replaced LNB was going to fix the problem, then I'd be happy to have that solution... ie. I wasn't asking for a change just because it'd be nicer.

If I'm asked to pay for the setup, if they allow it at all, then I basically have to weigh the deal monetarily between Dish, Direct, and Comcast. Maybe Dish would be the solution in that case... I haven't run the numbers. Chances are that Direct can beat them with the new-customer deal though (assuming, again, that I can get service.)


Supposedly the tech was going to call in to see if the work order could be changed, but I don't think he did since he's insisting that my equipment isn't right anyway. I'll have to ask my wife this evening if he did even make the token attempt or not.


I'm less angry at this point, but still mightily annoyed that he couldn't be bothered to do his job. The last guy I dealt with was awesome, so this is a big letdown.

Anyway, thanks.

[BattleZone]

Let me clarify: given your symptoms, the problem is *likely* either blocked LOS or a bad LNB. It was the tech's job to correct either of those issues on the FIRST visit. If he has to come back, he won't be getting paid, and may even be charged back (or at least, his boss/office will be).

The exception would be if LOS is blocked but there is no allowable place to move the dish. Then, the job gets recorded as no-LOS and you would be released from any further programming commitment if you were still under one.

The installer absolutely did NOT do his job.

I just wanted to explain that, officially, LOS isn't a valid reason for moving existing customers to EA under the current business rules. That may not stop Dish from making an exception, and hopefully they will if it turns out to be necessary, but it isn't the normal, official way, so your expectations should be calibrated thusly.

[quannj]

Let me clarify: given your symptoms, the problem is *likely* either blocked LOS or a bad LNB. It was the tech's job to correct either of those issues on the FIRST visit. If he has to come back, he won't be getting paid, and may even be charged back (or at least, his boss/office will be).

The exception would be if LOS is blocked but there is no allowable place to move the dish. Then, the job gets recorded as no-LOS and you would be released from any further programming commitment if you were still under one.

The installer absolutely did NOT do his job.

I just wanted to explain that, officially, LOS isn't a valid reason for moving existing customers to EA under the current business rules. That may not stop Dish from making an exception, and hopefully they will if it turns out to be necessary, but it isn't the normal, official way, so your expectations should be calibrated thusly.


some of that sounds like a sub did the truck roll & not in-house..nothing against subs(i used to be one for over 5 yrs) but with the way management has been on our ass there's no way we could get away with that & all the customer would do is call in a TC which will be in under 12 days which is posted in the office for all to see...

as for the comment about flipping you to a 1K4..we have a saying around my office..TODAYS JOBS TODAY.bottom line if i roll out to ya house..you already of a VIP receiver..119 comes in lower on the d500..if u have low los i'm going to flip you...in-house don't have to deal with business rules and all that BS


Call in to dish & either put a TC out again or ask for a QAS to come out.. i'm sorry that your having this issue..if you was in the tri-state area i would help you out

[Satpro92]

I agree in large part,but any tech with the experience that i have would know if 119 was blocked by a tree without checking the LNBF.Of course back in the day I was looking for line of sight for F1,F4,G1,etc.

[koralis]

When I got home I eyeballed it from the roof and sure enough, very very blocked from straight-on/right (I guess 110 must come in from the left). I'm regretting now not testing to make sure that the sat was stationary and hadn't swung around. I know when it was initially installed the tree was nowhere close and I'm having a hard time believing that it grew so much in 5 years! But, maybe it did...


Either way, I called dish and explained that apparently I could no longer get reception from them and noted that I knew about the Eastern Arc setup, but that it was against company policy to move current customers, etc, etc. Was there any way that I could stay their customer? She was sympathetic, put me on hold, then transferred me to someone with more authority.

I was thanked for being a long-time customer, I re-explained the problem, and he agreed to send someone out free-of-charge to investigate the situation and convert me over if it was possible with no out-of-pocket if there was no other way to get a good signal.

Hopefully the whole affair will be taken care of on Wednesday! Whether that's adjusting the sats/replacing the lnb or moving to the new setup is rather academic... I just want something that works. :)


Before calling I did some research on Direct TV, just so that I'd have some facts in hand if push came to shove... their new sat system would have worked too (101 and immediately near) but personally, I'd rather not bother with the hassle if it's not neccessary, and have never been displeased with Dish, so I'm pretty happy.