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.

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  2. No, I have not been called by the Receiver Audit Team.

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  1. Alpaca Bill

    Alpaca Bill Legend

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    Food that doesn't really make sense here.
     
  2. TheRatPatrol

    TheRatPatrol Hall Of Fame

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    So is it ok for RV owners to watch the distants in their RV's if the RV is parked in their driveways? :D
     
  3. Billcrates

    Billcrates Cool Member

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    OK - I can buy this. Should E* publish very specific guidelines on the dos & dont's of the RV waiver - and then audit -would make more sense
     
  4. Mike D-CO5

    Mike D-CO5 Hall Of Fame

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    I just looked at their waiver requirements and it says nothing about plugging it into a phone line. In fact it says : You promise that your sat dish that will be permanently attached to your rv or your commercial truck , will not be used to receive satellite programming at any fixed dwelling , whether a mobile home or otherwise. No where does it say you have to plug it into a phone line. It seems only to be concerned about the satellite dish that you will be using the receiver with. So where are the new rules that say you have to plug it into a phone line? Or is this just the audit police 's preferences?
     
  5. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    Additional receivers must be connected to the same phone line as the primary receiver. When the audit team strikes they turn off all but the primary receiver. If you put your RV on a separate account then it shouldn't be bothered by the audit team. If you have just one receiver on your account there are no additional receivers to turn off.

    It would be interesting to see how they would handle two receivers in the same RV.

    JL
     
  6. Stewart Vernon

    Stewart Vernon Roving Reporter Staff Member Super Moderator DBSTalk Club

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    Most of the people on this thread seem to be saying that the receiver isn't permanently in their RVs... as evidenced by taking them out of RVs, and in some cases no longer even having the RVs... which kind of makes them in violation of the part of the agreement you just quoted, doesn't it?
     
  7. Mike D-CO5

    Mike D-CO5 Hall Of Fame

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    I have read several posts where the poster says that the audit police have told the customer that they have to have all receivers including the rv receiver plugged into the same phone line. I am asking where does it require that on the Dish website. I am quoting their exact requirements from their website and no where does it require a phone line connection for the rv receiver. It only requires you to have your satellite dish permanetly attached to your rv or commercial truck. Look back on some of these numerous posts in this thread and you will see where it is mentioned by one of the posters as a requirement , by the audit police.

    Also in the past if you have numerous receivers and you got a rv exemption , Dish would turn on the distant networks on all of the receivers , not just the one rv receiver. Whose fault is that? Dish's fault and they need to contact these people with the rv and commercial truck exemptions and tell them of the change in the rules. Namely that they can only have the exemption good for the one receiver and that the other receivers would have to be on a seperate account. Putting people through these harrasment tactics is not good for business. They need to inform them , and change their requirements on their own website and tell the customers they can only have the rv or commercial truck exemption - good for one receiver and it must be on a seperate account.
     
  8. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    ALL additional receivers on an account should be connected to the same phone line as the primary receiver. That isn't hard to find in the rules and has been quoted at least twice by myself in the past week or so. There is no exemption to that rule that mentions RVs, so the rule stays as ALL additional receivers.

    For the RV exemption, the receiver must be permanently mounted in an RV (nothing about the dish being permanently mounted - which is good as some have tripod or other portable mounts and not permanent dishes on their RV).

    It's the habit of using a home's additional receiver in another location that the audit team is cracking down on. Even if that additional location is one's own RV.

    JL
     
  9. BobaBird

    BobaBird EKB Editor

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    Take another look at what the RV Exemption requires.

    You attest that the dish antenna won't be used for a fixed dwelling and the the dish is permanently attached to the RV or commercial truck.

    It says nothing, not even implied, about a separate account.

    If Dish is changing the rules and/or their practices, they need to notify those affected and give them options for coming into compliance.
     
  10. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    As long as the RV is not the same as your home it is NOT the same residence. That is where it can be implied that separate accounts are needed.

    JL
     
  11. BobaBird

    BobaBird EKB Editor

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    That sounds reasonable as a way to explain it away but it doesn't match past practice and it isn't spelled out on the exemption. If there has been a change in the rules or their interpretation, Dish needs to tell their customers before throwing out accusations and punishments.
     
  12. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    Where does it say on the exemption that you can remove a receiver from your home and use it in your RV? The exemption is solely so that you can get distants (as permitted under federal law) not to allow you to stack an RV receiver on a fixed residential account. Past mistakes don't change what is written.

    JL
     
  13. Stewart Vernon

    Stewart Vernon Roving Reporter Staff Member Super Moderator DBSTalk Club

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    As I am reading things, it seems to me the rules haven't changed... Dish is just enforcing them more strictly, perhaps as has been alluded because of some FCC pressure on them.

    Think of it this way... The speed limit on the I540 beltline near me is 65 mph... but lots of people regularly drive faster than that, ignoring the clearly posted speed limit. If the police were to finally start enforcing that speed limit and giving people tickets for speeding... it isn't that the law suddenly changed, but that they merely started enforcing the law that was already there.
     
  14. Mike D-CO5

    Mike D-CO5 Hall Of Fame

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    Exactly what I said. Dish has long allowed people to do the rv exemption and then turn on the distant network on ALL of the receivers. It is still Dish's job to inform people of the change or the strict enforcement of the existing policy. It is till Dish's fault that this problem exists and it is their responsiblity to inform their customers of the new shift to strictly enforce the rules as they NOW decide to interpet it.

    It is never good customer policy to allow the liberal interpetation of the rv exemption, and turn on ALL of the customer's receivers for distant networks , and then years later call up and harrass the same customer like they are criminals, because of Dish's past non enforcement of the policy. This causes bad customer relations, bad word of mouth to potential Dish customers and generates Churn.

    All that Dish has to do is send out letters like they did when they stopped allowing grandafathered distant networks in grade b areas. They clearly said choose either distants or the locals but not both. It was nicely written and said the FCC was forcing this change in the law. NO one was mad at Dish they were mad at the Congress and the change in the laws. Why is this any different?

    Dish do the right thing and send the letter to ALL Of your rv /commercial truck customers , and inform them of the new stricter interpetation of the existing rules. Inform them they now need one account for the rv/ commercial truck customers. Give them a deadline to call in and comply. Then if they still don't get right you can sick the Audit Police on them.
     
  15. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    It comes down to the reason these accounts are on the audit department's desk. The audit department isn't seeing the accounts because of the RV exemption, they are seeing the accounts because ALL receivers are not connected to the phone line.

    How many people in this thread who were targeted were hit because of an RV receiver? They apparently are going after multiple receivers with one or more not calling in REGARDLESS of if an RV is included.

    JL
     
  16. Billcrates

    Billcrates Cool Member

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    JL,

    Yes that maybe so. However, when a customer does something for so long apparently having the companies blessing with no problems, the customer feels the practice is condoned by the company. Years goes by the customers go about their business just paying the bill and have no real communication with the company. The customers had the receivers installed by DISH itself and/or get an RV waiver issued by DISH . The installers, CSR's and Tech services tell the the Honest CUSTOMER that phone lines are unnecessary. THEN the HONEST CUSTOMER is told in a suprise audit phone call that their TV setup is next to stealing and have recievers turned off . This is a bit much .... would not you think. A wise company would send out a widely circulated communication that the times are a changing - get in compliance. The bad guys are stealing service and causing the company to lose money. Most folks would bend over backwards to get in to compliance. The ONLY time I was communicated about this was this forum. I was told by many folks from DISH that the phone lines were not necessary. I love DISH's service. However, DISH's business practice in this matter is something that is really undefensible in my view.
     
  17. aquaman67

    aquaman67 Mentor

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    I called Dish on Dec 23rd because one of the 301s I installed wasn't recongnizing the phone connection. I called Tech support and talked to Reeny. (Not sure how to spell her name, but she sounded American though.)

    She asked what type of receiver it was and when I said it was a 301 she said "Don't worry about it, it doesn't need to connected to a phone line." I basically had to beg her to tell me who to trouble shoot it. The whole time she kept asking me why I was worried about it. I got it working by making it call out. I like the caller ID. (yes, I'm new) I don't have to yell for my 16 year old daughter any more every time the phone rings...
     
  18. 928gt

    928gt Banned User

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    I was ready to cancel my service after the 30 minute Gustavo "Audit" procedure ( I passed of course) last night and in the end was told I would continually go thru this until I had all 5 receivers plugged into a phone (2 are not). This last statement plus being told I only had one chance to pass their test infuriated me. Partially because all it was about was trying to intimidate me into having a phone line on all receivers and because of the "one try" attitude. I have 3 structures on my property with 5 receivers spread across them and my cordless would not make it to all of them and in the mountains where I live cell service is spotty at best, PLUS my main home structure is an underground earth berm house and walking thru it with a cell phone and not dropping the call is not going to happen. They said regardless of my situation I only had one shot at it. Any way, after I passed I was ready to drastically reduce or cancel my 5+ year $150ish monthly account because of how I was treated and called Dish. After getting thru 2 supervisors I was finally sent to the Advanced Customer Account rep (customer retention department) .. long story short I got a $153.59 credit (one month service) , a free wireless phone jack thingy and was offered the $250 deal for the 942. I was ready to get it and when the rep was finalizing approval from his supervisor the supervisor wanted to talk with me. He told me point blank to not waste any money on the 942 as it would be "obsolete in a couple of months". I asked if I went ahead and bought it wouldn't I still get an upgrade deal went M4 came on line. He said of course, but the upgrade cost for a 921/942 could be as low as $20(or lower), AND that there would be deals for existing HD customers for straight out purchases of the VIP622 as low as $99. This is why he said to wait because I could probably upgrade my 921 AND buy a 622 for less than $125!!. Just to keep him honest I requested he notate my account extending the $250 offer on the 942 for 3 months in case I changed my mind, he said no problem and updated my account.
     
  19. Jan 5, 2006 #599 of 634
    buckyp

    buckyp Legend

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    Just had my "audit team" experience today. My Dish was shut off while I was at work. Apparently they left a message with my mother in law earlier that I did not receive. They left a phone message today as they turned it off.

    I went home to lunch and found out the situation. I called dish and they asked me if I could stay on line the entire time. I said, no, I'm on lunch, but I can call back after work. He turned the signal back on until 10PM EST.

    I called back and was on hold for 25 minutes until a woman picked up. (I did hear how important I was to them over and over and over) She told me once we start the test, it cannot be stopped, I must not talk to anyone else while conducting the test and I may not put her on hold. (I was not given the right to remain silent)

    So I told her my first receiver had not worked since the yellow card swap and I have called tech support 3 times to get it working. We worked on that one first. After rebooting and checking the software, I backed up and the international promo guide came on. I told her its working. She said "no its not" I said yes it is. I see the international promo channel. She said "No you dont." I said "yes I do." and began reading the screen to her. She said "you dont have international programming" I said "I know, its just the promo channel" She said its not working. Go to channel 101. I did and said it was dish FYI. then she said go to channel 105. I did and it worked. I thanked her for making it work and she seemed pissed and accusatory. I asked her what the problem is since I own the box, I pay the extra fee for the box AND you know I have the box. Everything is out in te open. We checked the other 5 boxes.

    She was very unpleasant the entire time. I felt like I was on trial. I understand why they do this, but don't treat me like a criminal if I've done nothing wrong. At the end she said "everything matches up" and I should hook up all receivers to a phone line or I may get another call in 1-2 years.
     
  20. Jan 7, 2006 #600 of 634
    greg12

    greg12 New Member

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    Are you serious? You can't sell that piece of equipment to anyone again except a new account? That is a total load of BS!
     
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