We recently moved into our new home. We have two receivers. One receiver started giving us problems about 3 weeks after we moved in. We had to call the company several times to have them reconnect our service on the receiver in our bedroom.
About 2 weeks ago, the receiver did not work AGAIN. My husband called the company and was told that our service was disconnected because we had tampered with the Smart Card. He told them we had not messed with anything and needed our service reconnected or our receiver looked at. He was told that they cut off about 35,000 receivers a month for tampering and we would not get service again unless we sent them 149.00 dollars to reconnect. We refused, because we did nothing wrong.
Several more phone calls were made, even talking to a "manager". They continued to accuse us of tampering with the receiver. Finally we got a phone number to the coporate office in Colorado. If you try to call the Coporate office, you must know the name of someone to punch in!!! I finally called on 12/11/01, and the message said if it is an emergency, to stay on the line and I was soon connected with a real voice. I told her what I needed and was connected with a guy name Charles. He was very nice, and I complained about their customer service and being accused of tampering with the receiver. He assured me that someone from technical support would call me in 48 hours to tell me how to return the receiver and they would check it out and then send us another. It has been 48 hours and I have not heard, but will call them again.
I told Charles that their customer service was horrible and I would be looking into connecting to cable as soon as possible. We do not need this hassle every time there is a problem with their equipment. Obviously we have a faulty receiver and had we not been stubborn and persued this, we would be screwed. I will contact you as soon as I hear! Or do not hear from them. I wonder how many months it will take them to evaluate our receiver? FRUSTRATING!!!
Sally
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