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Guest Message by DevFuse

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Friend's service call question


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9 replies to this topic

#1 OFFLINE   dasoffice

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Posted 11 May 2012 - 05:23 PM

This time line is reconstructed from my best memory of the details for background. Long time ago, when friend changed from Dish to Directv, he had (I think) a phase 3 dish and 4 SD receivers installed (D-10's). Later his mother moved in and he asked what it would require to install another reciever. Bought him a SAM-4803 somewhere, we fished a wire, hooked up a receiver that I don't remember where it came from and all was good. Later (and this is where it gets murky, I wasn't involved), he had an HD DVR installed and his story he told me was that the tech changed the switch after installing a side car dish (he's been adamant about installing a different switch). Later, got him a H20 receiver for another room and I suppose he had acceptable service for a long time. He recently began to moan about pixelization and missing channels and finally asked me to come look at his setup. HR22 showed low levels and big splits between tuners on different HD satellite transponders and I finally looked in the attic and lo and behold, the same SAM-4803 switch was still installed. Told him since he had the protection plan, to call them and make them fix the problem. He called, handed the phone to me, I relayed the service problem details and CSR only asked to run the info and test and then scheduled a service call. I went over when the tech arrived to observe. Told tech I understood they were supposed to replace side car dishes when they are encountered. Tech insisted it was not necessary and wouldn't. Aligned dish and said he got good signals at the dish, then came inside and had not improved and I suggested he go look at the switch. Well, that was the one of the biggest problems, levels got better, although some transponders on some satellite still displayed splits of 12 or more points. He insisted it didn't matter and loaded up saying, "it passed IV" and he was gone. Questions are: 1) Could the long ago switch have passed the HD signals for quite some time okay, 2) should the dish have been replaced and 3) are splits that large acceptable even if it passes IV? Seemed to only be in a hurry to get to his next call. Thanks for your time.

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#2 OFFLINE   wahooq

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Posted 11 May 2012 - 05:54 PM

does your friend have good service?
My comments and opinions are my own and not necessarily those of DirecTV.

#3 OFFLINE   dasoffice

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Posted 11 May 2012 - 05:58 PM

Service call was Tuesday and they left town Wednesday night, so I guess the jury's still out on that question. Just wondered what official policy was? I could have fixed everything, from dish to switch to receivers, but didn't feel like I should spend my money when he had the service plan.

#4 OFFLINE   cabletech

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Posted 11 May 2012 - 06:46 PM

If he has service plan, then put in another call as the last one was not done correctly.

Yes the sidecar should have been replaced. The sam803 should have been replaced.

#5 OFFLINE   dasoffice

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Posted 11 May 2012 - 06:57 PM

Sorry, left out the part about him digging thru his service truck piled with parts and finally came up with a WB-68 and installed it to improve the signal levels.

#6 OFFLINE   studechip

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Posted 12 May 2012 - 07:19 AM

Shades228 is a Directv employee. When/if he responds here, I am sure he will verify that all AT9 (sidecar) dishes are supposed to be replaced with Slimlines when they are found in the field.

#7 ONLINE   carl6

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Posted 12 May 2012 - 03:17 PM

Sorry, left out the part about him digging thru his service truck piled with parts and finally came up with a WB-68 and installed it to improve the signal levels.


Actually, the WB68 is required as the older multiswitch won't even pass the newer Ka signals. And yes, the AT9 dish should have been replaced.

#8 OFFLINE   dasoffice

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Posted 12 May 2012 - 04:31 PM

The system apparently had been functioning (sort of) for quite some time (years). He finally began to complain and that precipitated the service call. Could the SAM-4803 have worked (obviously it did), but not at optimum performance and evenutally degraded? First installer should have replaced the switch but my friend told me that the guy didn't seem to really know what he was doing and my friend has insisted to me he did a switch change. Other question is with the signal split between the tuners--it still seems like there is some kind of problem somewhere (dish, receiver, cables). I'll let him view a bit after he returns and judge the performance before scheduling another service call. Without getting the service guy mad or in trouble, how do you convince them that they are not conforming to standards. Company truck was labeled Multiband. Thanks.

#9 OFFLINE   cabletech

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Posted 12 May 2012 - 05:14 PM

Lets see now, question has been asked, and answered by at least two if not three installers, that the AU9 sidecar dish AND the sam4803 AND the WB68 SHOULD HAVE BEEN REPLACED.

WHAT IS THERE NOT TO UNDERSTAND.

CALL FOR A INCOMPLETE SERVICE CALL.

End of story...

#10 ONLINE   Scott Kocourek

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Posted 12 May 2012 - 06:32 PM

This thread is closed at the request of the OP.

Thank You.

Opinions expressed by me are my own and do not necessarily reflect
those of DBSTalk.com, DIRECTV, Dish Network, or any other company.
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