Mr. Carey,
I have had DTV for about 3 years. I have had 4-5 problems losing the signal of 1/2 of my channels on one TV. Every time it has been the multi switch that the techs replace. They have all told me that the problem is the multi switch, and they not only change it, they give me another one for a spare. Once this spare goes bad, I have to call DTV and go through all of these tests that I do before I call. I also do one test that they don't ask about. I go to the multi switch, and I can move the problem from receiver to receiver. The problem obviously isn't in the receivers, it's the multi switch.
This evening I talked to a gentleman who I felt kept trying to make me feel foolish. I asked to speak to his supervisor, and he told me it would take 2-3 minutes to get one. He asked more questions and then put me on hold for a few minutes. He came back with the same questions again. I asked for his name, and he told me he could not give me that information. I then asked again for a supervisor, and he told me to hang on for 2-3 minutes again. I asked him how big this place was that it takes that long for a supervisor when you have talked to him with a problem customer already. He told me that wasn't information he could give me.
I then got to talk with John ID#255107, and he started the whole thing over again. I shared with him that I have had this problem numerous times and that I would like a tech to come look at it. He wanted me to get my cell phone and go to my garage to do these tests that I have already done. He wanted me to do them again. I shared with him that the garage does not have a telephone in it and that it was about 100 yards from the house.
Mr. Carey, I know you are a busy man, and so am I. I would like to spend my off-work hours with my family, and not running back and forth from my garage to do tests that I have already done. I pay $81.22 per month for my DTV with TiVo and 2 other receivers and the equipment protection plan. I feel that I do enough for your company and should get the services that I pay for.
I have one other complaint, and that would be my TiVo unit. When a storm comes and disrupts my service, that's OK. I understand weather affects the signal. But the TiVo unit locks up and must be reset. This started happening a few months ago. I have had a tech out to look at it. He told me the dual LNB was bad. I have never seen one go bad, and John told me this evening that it is very rare. The tech called his boss and was told that if the TiVo unit still worked, they couldn't replace it. It has now gotten to the point where it doesn't record all of the programs it is programmed to record. I have to manually set it to record, or it will miss shows from the season pass. I only record first runs.
Sir, my family and I really enjoy our DTV when it's working properly. But for the money I spend, I think we should get a little better service when we have a problem. It has gotten to the point where I truly hate to call in with a problem. The service people act like I am a bother to them. Maybe I'm interrupting them with my trivial problems.
I left DISH Network because I liked the DTV setup that my father-in-law had. He said he had had both systems and liked DTV more, and it cost less. I have to agree with him: it costs a little less, and the programming is a little better, but lately I have been very disappointed with the service.
I thank you for taking the time to read this. I won't bother you or your staff with my trivial problems anymore. If you can help me out and get my system fixed, great. If not, whenever my contract is up I will have to move on. Again, thank you for your time in this matter.
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