Why can't we have an upgrade schedule?

[treiher]

As I am new to this board, I apologize if the question has already been raised, but I simply cannot believe the responses I get out of Dish when I ask when the 721 will have the interactive and other features their other recievers have. They could make people a lot happier by simply publishing a list of future software upgrades, what they expect to add/fix, and the targeted release dates. Even if the dates slip, people will at least have some idea. This type of response (below) makes my blood boil. I can only imagine if the company I worked for handled questions like this to our customers. Is she serious? Watch remote control help and learn how to switch your TV from video-in to channel 3? The other standard response I get, "eventually," would have been better. I'm sure they probably worry that if they issue a release schedule, people might begin to expect they hold that schedule, to some degree. What a novel idea? Seems to me they could use a little outside motivation.

Dear Mr. Reiher,
Thank you for your email correspondence. We do not have this information as to when this receiver will be upgraded to support these features. I can only suggest to tune into channel 101 periodically for further announcements.
Sincerely,
Julie J.
Technical Support
Dish Network

[Scott Greczkowski]

I have contacts who let me know about software updates a day or two before they come out and they usually let me know about new features and improvements that the software contains.

Unfortunately as of late these contacts have written me to let me know about upgrades coming so I pass the word to everyone here only to not have the upgrade get deployed.

These delays make us look bad as we are trying to keep you informed on whats going on, we want you to have all the information we can give you.

I am still planning on passing on what I can from my contacts however understand that there are delays sometimes which are out of the control of us or even our contacts.

Of course WHEN there is an update you should point your browser to DBSTalk.COM for all the information about the upgrade, folks are quick to post here when they get an upgrade. :)

[treiher]

Scott, I don't think anyone can be frustrated or think DBStalk.com looks bad when you pass on this info. and it doesn't deploy. If it weren't for you doing this, we would know nothing. At least we have some idea now that they are working on it. I think Dish is missing a big opportunity by not releasing what they are working on and when they plan to release it. It's the only thing I own that automatically (well, most of the time) improves itself by just sitting there. It's almost like Christmas when that happens. Even if their targeted dates slip or are delayed, we would still have some idea what they are working on. It might also motivate people to buy their new equipment if they could see all the features which are planned to be added over time.

But most of all, please don't let their delays discourage you from passing on this information! I'm just impressed that you get the information at all. We all understand the source of your information, and no one is going to blame you when it isn't perfect. Keep posting!!

[treiher]

And another thing (sorry, but I guess I feel strongly about this) . . . your contacts should know they are doing Dish a great service by passing on some of this info. Letting the customers know what they are working on enhances Dish and makes me more enthusiastic about their products. I wish their management understood this. O.K. getting off my soapbox for awhile.

[Bill D]

I love the channel 101 answer, I've gotten that one in the past when I asked about the YES network. DO you think they actually have ever put anythingon there to tell you about new channels or software upgrades. They should go back to doing a top and bottom of the hour news updates, quick 5 or 10 minutes, not about what is on pay per view, but about new software, new receivers, new features, new bugs that they've heard of, etc. Not the self promotion channel like the news updates used to be like...

[TopCat99]

Originally posted by Bill D
They should go back to doing a top and bottom of the hour news updates, quick 5 or 10 minutes, not about what is on pay per view, but about new software, new receivers, new features, new bugs that they've heard of, etc.

Or at the very least, have a news section of the website with, oh I don't know, maybe NEWS ;) about stuff Bill mentions, rather than stuff we learn just from flipping thru the EPG like NHL Center Ice is on (which is also the first thing you hear when you call CS).

Actually I don't think that's such a bad idea. The more techy of us are gonna head to the 'net for info and discussion anyway. Would it be so difficult to put up a line or two of text that reads something like, "DishPVR 721 has a known bug where it makes your cat's whiskers fall out if it is lying on top of the receiver during a PPV event." At least then we would know it IS a problem not unique to us and will (hopefully) be fixed in the next update. I would imagine this would also save A LOT of a calls to the CSRs who have to say time and time again, "Yes, we're aware of the problem..."

[DarrellP]

treiher, the way Dish seems to work their upgrades is:

1) Don't admit there's a problem.
2) Send an update to a few thousand people.
3) If they don't complain send a few thousand more.
4) If they complain, go back to the drawing board.
5) Go back to 1.

[treiher]

I think you may have missed some key details in this . . . :)


1) Don't admit there's a problem, but talk about how if there was, the merger would solve it.
2) Send an update to a few thousand people about the merger.
3) If they don't complain send a few thousand more updates about the merger asking them to contact congress regarding their support
4) If they complain, go back to the drawing board and appeal the decision about the merger
5) Go back to 1, but first spend an entire episode of Charlier Chat whining that the merger didn't go through.

Guess I'm just having a little fun with this, but I do wonder if the distraction (or even, obsession) about the merger has detracted from other services.

[Bill D]

treiher
I agree with you about the merger stuff, that is pretty funny but I think true in some cases.