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Discussion in 'ViP612/622/722/722K DVR Support Forum' started by Ron Barry, Jul 8, 2008.
I had this too. Keenan on AVS forum had the same problem on Directv so I think it was TNT problem.
Figured I'd take my best shot since the response from Dish has been really lame.
Since it has been widely discussed on http://www.dbstalk.com/showthread.php?t=134343&page=21, that Dish TV is giving unhappy customers a vip722 upgrade and waiving the $40.00 hard drive fee because of the obvious audio drop problems I am distressed that my situation seems to be of little interest to DishTV. After being a loyal and high tier customer for more than a decade perhaps I should consider my options. The $5.00 waived fee for locals/ HD hardly makes up for the months of frustration and the lost ability to use your equipment. I have communicated orally and by text many times articulating the audio situation and have received everything from “press release” rhetoric to dismissive excuses.....unfortunate and disturbing.
Your “Charlie Chat” last evening did nothing to address this under lying situation which is plaguing the whole country, at least for those of us who expect the equipment to work “as advertised”. So if this response is what I should expect from you please direct me to your superiors!
Did you email this to firstname.lastname@example.org? That is who I sent my email to and I received the offer to replace my 622 with the 722. I've been a customer for 9 years so I don't see why they wouldn't offer the same to you.
Thank you for the info, I just did and advise everyone else here to do the same.....enough is enough!
"I received an email back from Brian in Executive Communications. Basically, he offered to upgrade me to the 722 for free and also waive the external hard drive set up fee so I can move recordings from my 622 to the new 722. I've had the 722 hooked up for 5 days and I haven't had a single drop out. Looks like some people have audio issues with the 722 but so far (knock on wood), I'm not having any issues.
I guess my point is to let people know that Dish does seem to care about the problem and they are offering to help. It might help that I've been a Dish customer for 9 years."
The beat goes on and Dish is now saying those who received new stuff are lairs. I suspect my chances of any compensation are nill......but their cage will continue to rattle from me.
I received this message this morning.:nono:
Thank you for your email. We apologize for any inconvenience this issue has caused. At this point if someone on DBS talk mentioned that they were given a new 722 with a waived EHD fee for this issue, this is not accurate. They may have received the EHD fee waived and additionally may have had a free upgrade but these were likely unrelated. The 722 at this point has the same known issue, so a free upgrade to a 722 would not resolve the issue. The 622 and 722 have the same software sets, which mean that since this issue is software related this upgrade would not be a solution. I do apologize for the inconvenience this issue has caused. I understand this is frustrating, but it is something our engineering department is working diligently to fix.
Your business is greatly appreciated and we thank you for allowing us to be of assistance to you. If you have further questions you can respond to this e-mail or access our online technical support at the following link: http://tech.dishnetwork.com/departmental_content/techportal/index.shtml
A Technical Service Representative is available via live chat 24 hours a day, 7 days per week regarding your concerns. Please click the following link to use this option. http://tech.dishnetwork.com/departm...al/content/tech/techchatadvcustformrf23.shtml
This doesn't surprise me. Basically the Dish Network Executive Office, Dish Tech Support, Dish Quality and Echostar Engineering are all involved in this issue. Dish Quality appears to be the only consistent point of communications to customers generally. And it appears to be that Tech Support is a bit less consistent in knowledge about the issue getting differing results for different customers. The Executive Office tries to placate disgruntled customers. And Echostar Engineering is actually tasked with the job of fixing the problem as opposed to interacting with Dish Network customers. So there will be confusion.
What's more interesting is a report that a particular 722 isn't creating the dropout problem on recordings. I've wondered why there hasn't been a wholesale exodus from Dish with threats of a class action lawsuit over any attempt to enforce the "commitment" given that basically Dish in a number of major DMA's is not delivering to its 622/722 customers two of the four local HD's in any usable form. In the case of new TurboHD customers, this should be a marketing disaster. Now I'm wondering if all 622's and 722's are dropping out.
I know on my 612 the dropout is more like a click or pop than the full dropout that switches off/on the dolby system on my A/V receiver seriously disrupting the audio flow. If I wasn't in the the middle of this, I might not even be aware of the problem on my 612, although I don't watch the Fox Sunday animated lineup which is reportedly the worst offender.
That may be due to the fact that the root cause for that particular user's problem was completely unrelated to what the rest of us are experiencing. If his issue, although similar in appearance, was caused by a hardware failure within his DVR, a swap would quickly remedy the matter. Look how many users performed similar DVR swaps (including me) and reported no change.
I don't mean to detract from the fact that this issue is very real, but this may be why resolution is so elusive. While we all seem to be reporting the same issue, it might actually be collection of several different issues manifesting itself in a similar way. One fix may not address all who are affected.
Well, I don't know what to say because that is exactly what I was offered. Here is the email response I received from Dish
We appreciate your email. Due to the fact that our engineering department doesn’t seem to be able to provide us with a time table on the audio issues with our 622, our best option to resolve your concerns may be exchange the unit with our 722. The only down fall would be you would possibly loose your recordings. However, if you contact our tech support team they may be able to walk you through a process to down load your current recordings onto the 722’s hard drive. Your status as a customer would allow me to waive all the charges associated with the upgrade. If you’re interested in this option please call me to review. If not, we appreciate your patience in waiting for a solution.
EchoStar Satellite LLC
dba DISH Network
I don't know who Phillip R. is but he might want to double check before making statements that something never happened. I realize that the email does not say anything about waiving the EHD set up fee but that was discussed verbally over the phone. In fact, he had to waive it twice because Dish charged me twice. :nono2:
This is definitely a possibility. There can be a percentage of people reporting whose issue is not related but the symptoms are similar enough to think it is.
I agree. You clearly stated the problem that the fix is for in one of your posts (#162 in this thread) as follows:
I get sound glitches that are unrelated. I don't even bother to checkout sound dropouts when there is an obvious video anomaly.
And the "stuttering" is another problem (it sounds like a automatic gun firing for a second or more). On computers I believe the stutter sound is generally related to the decompression routine losing track of its buffer and having to run through it again to catch up.
I'm hoping that the hoped for fix for our 622/722 "quick brown fox" audio dropout problem will improve the audio/video caching/buffer systems overall and I'm hoping the improved routine will also be included in the next 612 software/firmware update also.
Also I'm hoping for 15 new HD channels.
I "hope" alot here on these threads. Guess that's why Dish/Echostar gave away a trip to the Inaugural on the Charlie Chat, to remind us how much we "happy" Dish HD customers hope for change.
My 622 receiver has software version L6.15 today. I have NOT done full test on the audio droputs, but I did play about 5 minutes of a recorded ABC show that is notorious for audio dropouts ("Dirty, Sexy, Money" - wife's show, not mine) and there were no dropouts. Ususally the first 5 minutes of this show is unwatchable due to audio droputs. Again, not saying this is proof that the audio dropout dragon is slain, just wondering if anyone else got this release and if it solved any audio dropout problems.
IF you get L6.15, please report your audio experiences using this thread.
My husband called about the audio dropout and dish says it will be fixed in 24 hours. We hadn't called before now because from reading this thread I didn't think calling would help. I'm not holding my breath but we'll see. I'll keep you updated.
Really? Interesting. I haven't called Dish about this problem, either -- if this latest promise isn't fulfilled perhaps I shall. Thanks for the update. Wonder if it'll come as a software update tonight, or if it's a different kind of problem?
This thread has been very quiet...any updates on download fixes?
That's 'cause we're all moaning and groaning here: ViP622/ViP722 - L6.15 Audio Related Issues Discussions.
Some of us can only hope to grumble about 6.15. Still waiting here in Motown, I was hoping for Christmas, now maybe the new year.
If I had to guess, 6.15 didn't work as well in the wild as they had hoped, so they stopped rollout and won't be sending anyone a new version until 6.16.
Just finished with Tech support, Its being sent to a limited hardware range based on serial #.