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Can we expect a straight answer from Dish: re HDMI failure?

Discussion in 'ViP612/622/722/722K DVR Support Forum' started by JMikeF, Jul 25, 2006.

  1. wje

    wje Godfather

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    That's very funny, considering one of the major reasons I left D* was because the HDMI port didn't work on the HR10. They gave everyone the runaround about it, claiming it would be fixed in software. After many months, they finally admitted it was a hardware problem. Let me know how much you like the speedy response time when you try to manage your recordings. Hint... make sure you have a copy of War and Peace to read.

    Hope you enjoy D*, you sound like an excellent customer for them.
     
  2. Presence

    Presence Godfather

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    AND SO, back to the original question at hand (see the topic name):

    Sounds like the answer is.... no.
     
  3. normang

    normang Icon

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    While one can debate all day which is better, component or HDMi, and it can vary on a per set and per user basis, the bottomline is that HDMI spec is just the pits, poorly concieved, poorly implemented on everyone's part.

    So for my 2 cents, use component, forget HDMI and one of these days another digital input will show up on a future TV that will appear in a Dish reciever of the future and maybe it will even work all the time on both sides the STB and the receiver.
     
  4. DonLandis

    DonLandis Hall Of Fame

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    Mark- The HR10-250 did have issues with the HDMI port but the fix on it was quite simple. For anyone willing to open the TIVO box they would discover that the failed HDMI port was fixed to a daughter card that was plugged into the MB and held in place with a spring clip. During assembly, this clip was not properly snapped in place allowing the daughter card to work loose and cause the HDMI connection to fail. All one had to do is plug the daughter card back in and fix the spring clip in place properly and the HDMI was back in business. Also some had the incompatibility with various monitors that was fixed in software.

    It was no surprise that the TECH chat recently announced the exact same problem with the 622 athough a little vague on the details. I have never opened my 622 so I don't know the physical construction of the HDMI connector but I would be surprised if it used exactly the same connection method as the TIVO with a loose daughter card. I would be willing to bet, the 622 has a more serious connector problem and that it may actually require a different HDMI jack. In other words, not something that can easily be remedied as we did with the TIVO.

    I think at this point the problem with CSR's talking out their rears is also a problem and Dish really needs to have these guys stop the nonsense and all stick to the same story and that would be exchange the unit that fails. Telling a customer a lie to blow them off until November is borderline criminal especially in the aftermath of E*'s public announcement on the issue.!
     
  5. James Long

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

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    See above.

    A "fine pitch surface mount connector" on which one of the pins on that poster's reciever had lifted from the PCB. It required soldering to repair. (NOT recommended on a unit that you don't own!)
     
  6. zeekle

    zeekle Mentor

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    Jun 18, 2005
    Thats ok as long as they will replace it again if/when the new one dies.

    Although its getting old having to redo all of my timers every couple of months.
     
  7. Mark Lamutt

    Mark Lamutt Your Neighborhood Liasion

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    Wrong. Dish did give the straignt answer on the tech forum. The last word I had was that it is working its way though all of the call centers around the world, and that eventually, any CSR that you happen to get when you call will have the same answer to give you.

    Being, if your HDMI port has failed, we'll replace your receiver.
     
  8. Mark Lamutt

    Mark Lamutt Your Neighborhood Liasion

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    Thanks for the clarification, Don. I had heard that the HR10-250 problem was a solder issue as well.
     
  9. ixian

    ixian Cool Member

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    After weeks of trying and many different CSR's I finally got an RMA for my 622. Guess I will find out how this one does.
     
  10. wje

    wje Godfather

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    There was at least one run of HDMI interface boards for the HR10 that were susceptible to solder joints at the connector cracking. I fixed mine, but one enterprising company would resolder the board for those that were teeny-tiny solder joint challenged.
     
  11. MarkInDenver

    MarkInDenver Cool Member

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    My HDMI went completely out two weeks after I owned the unit. I finally called about it today and they refused to replace the unit. (The remote works sporadically as well). I shall have to read up on my warranty but I find this a highly arrogant approach to take by Dish.

    Talked to Customer Rep UF1.
     
  12. MarkInDenver

    MarkInDenver Cool Member

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    I don't want to contact the CEO email again (and shouldn't have to). What would be the proper state authorities to register a complaint? Would it be the attorney general's office or someone else?

    Thanks.
     
  13. MarkInDenver

    MarkInDenver Cool Member

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    One last thought. If it's a software failure, there should be a diagnostic they (Dish) could run to "ping" the HDMI port. They never suggested this. I'm wondering what reparations they are going to offer come November when they don't have a software solution for failed hardware.
     
  14. TBoneit

    TBoneit Hall Of Fame

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    Jul 27, 2006
    I just watched the replay last night Monday the 28th.

    As I understood them to say that if the HDMI port never worked it is most likely a compatibility issue.

    If the port worked and then stopped working it is a hardware issue due to the poor design of HDMI itself.

    So it seems to me that anyone having trouble getting warranty would be well seerved to record the Tech chat and keep it permanently. Then play back the relevent part to the CSR if they so no it is a software issue.

    Hope this helps.

    I wire tied my HDMI cable to my TV so that it can not move as a precaution as the TV does get some bumps as well as I've had my TVs on a turntable for many years Sd and now HD. I am also using a 10 foot HDMI cable for the 6 foot run so that it has no stress on the cable and connectors.
     
  15. MarkInDenver

    MarkInDenver Cool Member

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    Thanks,

    There is no stress on the cable. It's a pretty basic issue - it once worked, now it doesn't. It's not a software problem, it's a hardware failure.
     
  16. sNEIRBO

    sNEIRBO Icon

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    I don't get this issue . . . once you install an HDMI into the port there's no more stress on the connection. It's not like these things are inside moving vehicles being bumped, wiggled and shaken all over the place. The average person plugs in the cable, positions the receiver in their entertainment center, and they never touch the machine again. How is this a mechanical failure? How is it, that the connection works one moment, and doesn't the next in a static environment?

    Has DISH considered a corrosion issue? Or thermal issues possibly causing the soldering to pop - like say from temperature spikes during operation of the units? Has anyone that has a failed HDMI port checked their internal temp readings? I'm not sure if the stored data holds lifetime limits, or 24 hour limits.
     
  17. MarkInDenver

    MarkInDenver Cool Member

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    Well my receiver has always run extremely hot, much hotter than the 501 or 510 that I had.

    Finally got hold of someone willing to replace the unit. My frustration with customer rep UF1 was the basics - when I was talking about my remote problem, she asked me if I had the antenna up. I replied that I thought that was only for the secondary remote. I heard a bit of typing. "Oh yes, you're right".

    "What software version do you have?" "L360". More typing. "Oh yes, that's the current version.

    They kept wanting to explain how it was a software problem. "No, a software problem is when my Veritas software has a bug, bringing down my Oracle data bases last night, and when they are restored, I've got numerous ORA-00600 errors and bad data blocks, and 50 applications that I can't restart"

    In the words of Crocodile Dundee, "Now that's a knife"
     
  18. Presence

    Presence Godfather

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    Like I said, the answer to the question at hand is... no.

    And don't give me this "working through the call centers" crap. It does not take a decade for something to "work through." You tell your people, POW it is done.
     
  19. audiomaster

    audiomaster DBSTalk Club Member

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    Jun 24, 2004
    I'll bet the failure rate is extra high for people who are using a HDMI to DVI adapter at the back of the receiver! The extra weight of that big DVI connector mated to a DVI cable would torque anything loose! Dish should probably advise installers to use a short length cable adapter rather than a one piece adapter!
     
  20. James Long

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

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    Perhaps we should rephrase the question of this thread and ask:
    Will users accept the answer that E* gives on the HDMI issue or will they continue to deny that their concerns are being addressed? Is there any answer that will be accepted as straight?​

    There have been software problems and continue to be software problems with Vizio TVs (per the chat). While the concept of "if it goes out it must be hardware" was presented they also mentioned that they are adjusting software to handle TVs that don't 100% meet the HDMI standard. Say they get a fix for Vizio ... that is a software change that I sure hope doesn't break another set that already works.

    Has the 622 been tested with every HDMI HDTV interface on the market? Has dish seen every type of interface that a ViP-622 has to identify and talk to? Is there a chance that there is another "Vizio" type set out there that E* is not aware of? I would not rule it out (although modules tend to show up across several versions and manufacturers so it's not completely unimaginable).

    There is also the problem of what people do first when HDMI fails ... check all connections and possibly wiggle them to see if the cables came loose. So if one had an HDMI failure due to software that has been fixed it is possible that in testing the user could have initiated a hardware problem in their attempt to repair. Oh the complications of that idea!

    I believe we have been given a straight answer ... past software issues that they found have been fixed and there remains a hardware issue. I also believe that there are some that won't accept any answer on the issue.
     

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