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Audit Team Discussion

Discussion in 'General DISH™ Discussion' started by MrFooks, Jul 18, 2005.

Have you ever been called by the Receiver Audit Team?

  1. Yes, I have been called by the Receiver Audit Team.

    0 vote(s)
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  2. No, I have not been called by the Receiver Audit Team.

    14 vote(s)
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  1. DoyleS

    DoyleS Icon

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    Oct 21, 2002
    El Dorado...
    I can handle my one phone unconnected receiver going down for a day or so because I am not around when the call comes in, but I would be livid if they took down the two that are connected to the phone line. By the same token I wouldn't expect to have to go through an ordeal to get it turned back on. At this point, I am not buying new hardware for Dish. Until they bring out the new receivers, it seems pointless to spend my money on something that could be going obsolete in the next year. Boy, this thread sure has a way of getting one's blood pressure up.

    ..Doyle
     
  2. manicd

    manicd Legend

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    Jan 30, 2003


    That's one msitake for sure. The BBB is really a joke. Who you should really contact is the State Attorney General's Office for consumer affairs in Colorado and your home state. They at least have legal recourse to start a suit or whatever when they invetstigate.
     
  3. DoyleS

    DoyleS Icon

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    El Dorado...
    One of the things that really works well here in the San Jose area is the local Action Line in the newpaper. This has been particularly true with regard to the local cable companies. Gestapo tactics by these companies get pretty good coverage and usually they quickly figure out that it doesn't make sense to be advertising in the newspaper on one page while the consumer support reporter is airing their dirty laundry. On the same token, you have got to have a real case and if there are any fuzzy areas you probably get kicked to the curb.

    ..Doyle
     
  4. Stewart Vernon

    Stewart Vernon Roving Reporter Staff Member Super Moderator DBSTalk Club

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    As long as they left a message, I would call them back. I always figure if it was an important/real call (not lame telemarketing) the person will leave a message. If they don't leave a message, it must not be important. I always call back people who leave messages like that.

    Not really worried in my case though, as I don't seem to fit the demographic of the random audit checks. I don't have lots of active receivers nor do I have any dual-tuner ones or the latest/greatest technology.
     
  5. AlexRust

    AlexRust New Member

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    May 2, 2004
    What information every receiver transmit back to mothership over the phone line?
    Is any official info posted anywhere?

    I am concern about being monitored of my viewing habits.

    Is D* will guaranty our privacy. I don't mind to connect phone lines to the receivers if my privacy intact!!! Can we get sworn affidavit from D* what actually transmitted at night. Any comments?
     
  6. Stewart Vernon

    Stewart Vernon Roving Reporter Staff Member Super Moderator DBSTalk Club

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    Kittrell, NC
    I don't know about viewing habits in general... but it kinda has to communicate any PPV habits in order to bill you for them, so at least that kind of viewing info is not private.

    Frankly, while I value my privacy... I figure if I pay to watch something like HBO, I assume they think I'm watching all kinds of stuff on there from family comedies to late night X-rated stuff... so it wouldn't bother me if they knew what I was watching.
     
  7. ehren

    ehren Hall Of Fame

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    LOL dam the stuff on HBO at night is borderline XXX these days, I hate falling asleep with the tv on HBO these days, my wife thinks I am ordering it!
     
  8. Alpaca Bill

    Alpaca Bill Legend

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    Jun 17, 2005
    I got the call back in early July but at that time I had not heard of the Audit Team. This is our story. Well actually my wife did kinda'. She was at home with the kids and all of a sudden the tv went blank and all channels were unsubscribed. She didn't want to bother me since I was out of town so she tried to deal with it herself. She called in and spoke to a CSR but was then transferred to the audit team. She explained what had happened and they told her that they had left a voice mail for us the previous day and since we ignored it they shut off all our receivers. Well first off with 4 kids (ages 4, twins at 2 and a 1 month old baby) and 2 businesses to run, we sometimes don't listen to our VM for a coule days at a time. The people that need to get a hold of quickly know to call our cell phones or get us at work. Secondly, I have been a customer since 1996, subscribe to the Everything Pak, pay yearly and have autopay for ppv, have locals and HD pack along with Voom pkg, plus we have 5 receivers so I pay the extra fees for them. Anyway, she tried to deal with the gestapo guy. She explained to him that it wasn't a very convenient time to deal with this since she was at home by herself with the 4 kids and that we were in the process of packing up the house since we were moving and that some of the receivers had been disconnected from the tvs already and that she was trying to cook dinner. She also told him that one of the receivers (our 301) was with me at the new house in our RV. He told her that we need to connect all the receivers at the same time for the audit to be successful. She asked if they could activate the programming until I got home the next day. Since she "wasn't being cooperative" they told her "NO" and then hung up on her. She called me and told me what was going on. I called in to the number they had left on VM on my cell and had to wait for a few minutes. When my call was answered they guy explained what this was and said it was due to the fact my receivers were not connected to a phoneline. You know "a random receiver audit and I just happened to be the lucky guy that got picked" line. Anyway, I told him I was in a different state dealing with our general contractor for the new house so I wouldn't be able to perform any testing or give him any info off the screens until the next afternoon when I returned home. I also told him that my wife was home with the 4 kids and without the tv they would drive her crazy. I told him that this was no way for a very good customer to be treated and if they did not turn the programming back on I would cancel the account and switch to D* or cable. His response was that it was my perogative to choose who I used for tv programming and that D* also had the phoneline requirement. To which I responded that most of my receivers had never been connected to a phone line since they are in built-in entertainment centers that did not have a phine line run to them. Anyway, after 45 minutes of bickering I mananged to get the 4 receivers turned back on for a period of one week. He would not turn the 301 back on unless it was connected to a phone line since he had been told it was in an RV. Which was technically true but it too was not connected. It was wrapped up in a towel in a canvas bag in the RV. The next day when I got home I called him back on my cell. I then went to the 508 and 921 that were still connected to performing a phoneline test, which both of them failed eventhough they hooked up to the phone line. In any case he told me to go the next receiver, I told him that it (508) and the other 921 were disconnected from the tvs since we were moving. He said that I should call back when all of the receivers were hooked up and that I needed to call in on the landline. To which I explained that the phone line was set to be disconnected tomorrow and it would probably be 2-3 weeks before we get settled in at the new house and that we still hadn't decided if we were even going to get a landline since we were looking at VoIP. I then asked him what they do for customers that use their cell phones or have VoIP. He said they have a way to check the receivers in that case. I responded "Great why don't you just do that?" He said it could not be done in my case since they had been told that the 301 was in an RV. He could temporarily turn the other 4 receivers on but that the 301 would have to be connected to a phone line before he could turn that one back on. I told him that even if we were not moving the 301 was used in the unfinished basement which had no phone lines in it. I also told him that it had never been connected to a phone line because even at our old house it was always used in the basement which had no phone lines. So I told him to go ahead and get the others turned on and I would deal with him later on the 301. So we went back to the whole why did the receivers fail the test when they are connected issue. He told me to call him right back on the land line. I did and he had me go get some info from the 2 receivers and then force them to try to call in. Well the phone line clicked at the first receiver, the receiver had tried to call in byt when it didn't get a dial tone it hung up. I asked if he had heard that and his reply was "You're calling from the same line the receivers are hooked up to?" "Of course that is what you told me to do since I had used my cell the frist time." "Well you need to hang up wit me and force the recievers to call in and then call me back on the landline" "Why couldn't we do this testing when I was on my cell?" "Because you could be anywhere, how do I know you are not driving over to someone else's home to get the info?" "Because you would hear me doing so and the long delay between receiver checks would hopefully tip you off. You can hear me walking all over my house and up and down the stairs." So I told him that I had 2 meetings that I was late for and asked if I could call him back after those meetings. He told me that they are only available M-F 9-5 and it was Fri. I told him I would call back on Mon then. Well over the weekend my aunt/godmother died due to her 19 month battle with cancer and her wake was Mon and funeral on Tue. Wed we were all emotionally exhausted so we did nothing. I then called in on Thur to deal with this one more time. I could not get back to him but was told he told the rep I was talking to that all he needed to do was to confirm the 301's connection. I explained that it hadn't been connected yet and wouldn't be until we were at the new house and the whole 2-3 week thing. He sput me on hold and came back and said that the 301 would then be permanently deactivated and that the other 4 would be also in 4 days. At which point I blew up at him. I told him that due to the technilogical shortsightedness of Dish I was going to be shafted by having them deactivate perfectly legal receivers that I had bought and paid in full. I told him I wanted to speak to a supervisor to which he replied that they do not operate that way and that they are all equal and have full decisive power over my account and their receivers. I corrected him and said MY receivers and told him that if the receivers were turned off even for a second that they would find themselves in lawsuit. I am a very loyal customer that has been with Dish since they started up, have had at least one of every receiver they introduce, even the miserable DishPlayers and now 2 of the horrendous 921s, referred at least 20 customers, and now I am being treated like this. His response was "Yep" and hung up. I have sent several emails to "ceo@" and my wife wrote letters to Dish, and several of our state representatives (senators, reps, BBB, AG, etc.) explaining what was going on. We have gotten no responses at all. Well here we are in Sept and we still haven't settled in (we moved in almost 8 weeks ago) since my wife had an emergency appendectomy 8 days after the move and we still have yet to decide what type of phone service we want. We are currently just using our cell phones and have been thinking about just leaving it that way. Here in IN a basic phone line runs you $18/month plus the $65 installation fee. This does not include any calls even to a toll free number...all calls would be billed at pretty high rates unless I get one of their call packs which would then run more money. I have the 2 921s hooked up but obviously they do not have phonelines to them. It will probably be another several weeks before I get to hook up the other receivers to their tvs. We have also ordered VoIP thru Verizon but have not called Dish yet to see what the audit team wants to do now since I don't want to get the 2 921s or the other receivers turned off and with the other receivers not hooked up it could very well happen.

    I was told that Dish stopped doing the RV exemption eventhough I had one. I told them that they owed me a refund for the receiver since it was bought specifically for that purpose, bought it directly thru them, only gets used a total of 20-30 hours a year but I pay $6/month for it, and we should get grandfathered in since we have had it since 2000, well before the big brother mentality set in. Their response was "sorry"...interpretation "well that's what you get for actually listening to us! Go jump in a lake, we don't care about our customers especially the ones that have spent tens of thousands of dollars with us!"

    Dish really needs to 1) step up and take care of their most loyal customers, 2) bring their technology into the 21st century and dump the landline concept, 3) GET A CLUE IN REGARDS TO CUSTOMER SERVICE!!!! :mad: :nono2: :confused: :mad: :nono2: :confused:
     
  9. kb7oeb

    kb7oeb Icon

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    Jun 16, 2004
    I thought I read somewhere that you could take the smart card from the RV receiver and let it call in from a receiver connected to a landline?
     
  10. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    No. Smartcards cannot be moved from machine to machine without causing more problems.

    JL
     
  11. DoyleS

    DoyleS Icon

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    El Dorado...
    Amazing story Alpaca Bill, The message that keeps coming through on all of the failed audits is that there is apparently no appeal process. Another interesting point is that these guys only work 9-5 M-F and I assume that is probably Central Time ?? It would seem that one of the ways Dish and DTV will address this is with the multi-tuner boxes. Pretty hard to account stack with a multi-tuner box especially if that one box is on a phone line. The disadvantage is that distribution of signals to the other boxes is via a single Coax and remodulator scheme. Not the best for quality and knocks out any possibility of HD or DD 5.1 distribution. VOiP and Cellphones compound the issue. All in all, a relatively tough nut to crack with no obvious solutions.

    ..Doyle
     
  12. Stalky14

    Stalky14 Legend

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    Feb 18, 2005
    Weren't they developing a 4-tuner box at one point? Maybe when the mpeg-4 switchout happens,
    multiple boxes on one account will go away and they'll be installing a single box at the front end to
    feed up to 4 TV's (maybe by optional plug-in tuner cards?). It seems like the cost-effective way to go:
    one chassis, power supply, smartcard, UHF antenna apparattus, IF termination point, CPU and glue
    logic, hard drive(?), etc. Just plug in tuner cards for every TV you have. Each card could come with
    a UHF remote and have RF, HDMI, S-video, and RCA audio jacks on it, and include dongles for HDMI
    -> DVI/SPDIF, and S-video->composite.

    So Dish gets lower production costs, fewer models to manufacture, elimination of account stacking
    possibility and the phone line/location ID, and the user gets a single unit that is out of the way,
    could offer DVR and PIP to all TV's in the house, will work with existing cable TV wiring, no $5
    secondary box fees, and can just add cards as he adds TV's. If the cards offered digital modulation
    for HD sets (a-la the 5000 adapter), that would be a plus too. They could also offer an IR to UHF
    "settop" repeater for use with universal remotes. Could be a win-win all around. They just have
    to get everybody over to the new architecture... and what better way than the MPEG-4 conversion.
     
  13. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    One feature of the new boxes is their ability to talk to each other so only ONE per household needs to be connected to the phonelines. As long as the receivers can see each other and the one is connected E* will be happy.

    JL
     
  14. BobMurdoch

    BobMurdoch Hall Of Fame

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    Which new boxes? How do they talk to each other? I missed that one......

    I've got two boxes hooked up to phone lines and three that aren't due to inaccessibility issues. I STILL got audited (and zapped since I was out of town when the Dish Nazis called)
     
  15. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    Unreleased ones. :) You'll get the 411 eventually. :lol:

    JL
     
  16. scooper

    scooper Hall Of Fame

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    Ok James - HOW will they "see" each other ?
    Ethernet, phonenet, through the LNB ?
     
  17. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    I believe it is some sort of power line wifi.

    JL
     
  18. Jacob S

    Jacob S Hall Of Fame

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    Phone lines shouldnt be needed if the receivers will be able to communicate with each other or detect if they are all connected to the same dish or both. When they go to do the MPEG-4 swapouts they may end up doing it with those that have HD, then those with multiple receivers/higher programming packages, then the rest after that.
     
  19. buddhawood

    buddhawood Mentor

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    Nov 3, 2003
    I received the call on my answering machine yesterday. I made sure I called back today before someone decided I waited too long. I talked to a nice lady who I could understand. She asked me for all the receiver,card,software version, bootstrap and Location ID numbers for each receiver and then asked me to reset my 811 and read off the numbers again. I have five receivers, three are hooked up to the phone line. One doesn't have easy access to a phone line and the other is my RV unit. Thanks to reading here I hooked up this unit so it was ready and I didn't want them to pull The "No RV exemptions" line. It took 19 minutes to do it all. Well, now I wonder when they'll come again? Has anyone had them call a SECOND time?
     
  20. DoyleS

    DoyleS Icon

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    Oct 21, 2002
    El Dorado...
    Buddawood,
    What time of day did you call them back? Someone had mentioned that the audit guys were only there from 9-5.
    Seems to me you would be off the list for quite awhile. Another 20 minute call would be pretty close to harrassment. If they are only calling 10% of the people, it looks like they are focussing on the higher probability customers that have 4 or 5 receivers.

    ..Doyle
     
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