Dish Help ........NOT!

[bigblock468]

I called Dish Tech yesterday about my HDCP issue. see http://www.satelliteguys.us/showthread.php?t=93130 2 different times and was amazed with the lack of product knowledge. Their screencaps of the 622 haven't been updated for L4.01 so they couldn't even see the HDMI reset screen. After over an hour explaining my issues and being transferred to a "advanced" tech he took down all my info and said he would relay it to the engineers . When I asked for a call back with some results I was told, sorry but it's not company policy to call back. Seems to my *E would make a little better effort to appease it's customers.

bb468

 

[moltomateo]

Don't get me started. Sorry, I can't help but to be defensive. I know you aren't talking about me but.....

TSR/CSR's are not Gods. We do not know all. It is not our fault that we get updates after satellite guys does. Why do you think I go to this site before work every day? This site functions as my updates. Regardless, not knowing this one feature does not make the CSR not knowledgeable. However, with such a high turnover, it's hard to keep the knowledgeable people staffed at a rate that outweighs new hires.

Additionally, name me a company that calls back. Seriously.

Furthermore... Just going by your virtual tone, are you implying that you know a lot? To bash another's knowledge at least somewhat implies you are smart(er).

But hey guess what, with regard to your issue, I have no idea how to fix it I too am a dumbass by your standards. Sorry. If you called me, I too would not know what to do, would submit a technical problem report to the slowest engineers on earth, and hope your problem gets fixed. Based on your experience though, it does sound s/w related. But s/w related problems are fixed ..... never !sadroll

 

[bigblock468]

Sorry if it came off wrong, but *E should add the new product info in their database before they release something to the public. That's like Chevy releasing a new Camaro without a manual for the Techs at the dealership to repair it !!!:yikes


bb468

 

[SmityWhity]

Moltomateo - Take a vacation, you've been working too hard.

Maybe instead of "was amazed with the lack of product knowledge", he should have said "was amazed with the lack of available product information".

Oh well, too late to edit now.

 

[Zero327]

This one as I recall is being looked into for a fix via software push in upcoming months. Don't ask for an ETA, there isn't one available. HDCP has been subclassed with the HDMI failures. For future reference, the call centers have no access to Engineering information (aside from a small list of the most recent software releases), equipment release dates or the like.

Asking for a call back about an issue they can't answer is like walking up to the counter at McDonalds and asking them what their gross margin will look like Q4 2008. It's a valid question, and there is valid information, but they won't have the slightest clue what you're talking about.

 

[rcdallas]

They don't call back. Hardly any company calls back, all for I know once they hang up they pick up another call.

Satelliteguys is the resource for techs and all for insight, I usually learn things here 1-2 weeks before anywhere else.

Ask the level III techs how to readdress a remote to 31 and they'll say it can't go past 15 or it's not possible to make a 622 TV1 UHF Pro.

 

[bigblock468]

Get back on top ! Can anybody help me ?

 

[downriver]

call 'em and insist on a replacement receiver.

 

[bigblock468]

call 'em and insist on a replacement receiver.

I don't want a new 622! I'm sure it's a software issue and not hardware related.No problem till 3.66 was "upgraded" to 4.01 I'd ask for a replacement except for the no external hd issue and have irreplaceable stuff I don't want to have to record in SD to archive.

BB468

 

[Poke]

Yeah I might be able to help! I will PM you some information here in the next few minutes.

 

[bigblock468]

Yeah I might be able to help! I will PM you some information here in the next few minutes.

Thanks Poke I appreciate the input.

Chris:

 

[Dante1972]

I delt with a Dishnet tech and he was good a fixing my problems.

 

[bigblock468]

Thanks Poke ! :

I got these follow up emails :

Chris,

Thanks for the email. I have forwarded this to our technical operations
department for review. They are more qualified to answer your questions
and resolve your issues.

Please let me know if you have any other questions. Let me know if your
issues get resolved.

Thanks,
E
EchoStar Satellite L.L.C.
Dba DISH Network

Chris,

I sent this report on to Engineering. Thank you for the very specific
detail -- it helps them tell what's happening. I spoke to Engineering
about this also. They report that they are aware of the issue and
working on a fix, but they do not have a short-term work-around and are
unable to roll back to an earlier software version.

Version 4.0X fixed a lot of issues for most customers; I regret that it
created an issue in this case, and hope to have everything working right
again as soon as we can.

Thank you.
J
Technical Operations Specialist II
EchoStar Satellite, L.L.C.

I'm glad that *E is at least aware of the problem now and sent a reply. My faith has been bolstered.

BB468

 

[Poke]

Glad I could help! So are you just going to stay with what you have and wait for a fix? Or are you going to get you a replacement receiver from Dish?

 

[bigblock468]

I'm going to keep what I've got. I'd send it back in a skinny minute if I could use the rumored USB back up for the stuff I have saved. But that's another can of worms we all would like to see fixed!


Chris

 

[Poke]

Yeah I can understand that. Well lets hope that in the next update that they will address your issue. Either way good to hear someone got back in touch will you.

 

[PKII]

lol I can't even get Dish Network to send me a freaking box to return my DVR rental unit. Good luck with any other major issue.

 

[dishcomm]

Don't get me started. Sorry, I can't help but to be defensive. I know you aren't talking about me but.....

TSR/CSR's are not Gods. We do not know all. It is not our fault that we get updates after satellite guys does. Why do you think I go to this site before work every day? This site functions as my updates. Regardless, not knowing this one feature does not make the CSR not knowledgeable. However, with such a high turnover, it's hard to keep the knowledgeable people staffed at a rate that outweighs new hires.

Additionally, name me a company that calls back. Seriously.

Furthermore... Just going by your virtual tone, are you implying that you know a lot? To bash another's knowledge at least somewhat implies you are smart(er).

But hey guess what, with regard to your issue, I have no idea how to fix it I too am a dumbass by your standards. Sorry. If you called me, I too would not know what to do, would submit a technical problem report to the slowest engineers on earth, and hope your problem gets fixed. Based on your experience though, it does sound s/w related. But s/w related problems are fixed ..... never !sadroll

Let's look at this from another angle..Is it possiblle that E* could be at fault for NOT providing CSR/TSR personnel of necessary information?...People use call centers because they need problems to be solved. How can a call center help solve these issues without the proper info being provided to them?
In the field I find it very annoying to listen to customers go on and on about how the CSR they had on the phone could not help them..I realize that call center work does not pay well..The hours suck, the pressure to perform is high and the benfits few.. It may be a nearly thankless job..

 

[JrC]

I have begun reporting issues to Dishnetwork via e-mail

tech@echostar.com​

You do get a response in a couple of days even if it is just thanks, it has been forwarded. Provide as much information about the situation as possible.

They ask for the following information:

Model ID (in box D):
Software Version (in box D):
Receiver CA ID (in box E, R00):
Smart Card CA ID (in box E, S00 or S19):
The number starting with DNASP:
Bootstrap Version:
​