dear ceo:
i am sorry to have to bother by writing you today. i have a dvr-921,
that for the last two weeks or so, has only been seeing 2 days of
programming on its electronic programming guide (EPG) instead of the
usual 9 days.
as a clubdish "vip" member, i called the 1.888.888.3474 number and
spoke to "brandy" about the problem as well as a supervisor. while
the 2 day epg on the 921 is a "known software issue":
1) what is not known is when this problem will be fixed,
2) when i asked for some kind of "adjustment" on my bill because of
this admitted echostar software problem, i was not afforded any type
of consideration.
dear ceo, i have been living with the quirks and finickiness of the
921 (your highest end, most expensive piece of equipment at the time i
bought it) with its occasional freeze ups, sound drop outs and
pixelation, etc with the hope that the next software fix would rectify
things, but to this date, no avail.
now the EPG shrinks from 9 days to 2 days and it's not known when this
will be fixed nor am i offered any compensation for this "new induced
deficiency". i hope you can understand that my frustration level is a
little higher when i think it is only appropriate for you (especially
being the 2005 top ranked in customer satisfaction) to apply some type
of credit to a customers bill because they are clearly not getting
what they have been, are expecting and have been paying for.
thank you for your time and consideration,
sincerely,
geoff goodfellow
Account No: xxx
phone: xxx
i am sorry to have to bother by writing you today. i have a dvr-921,
that for the last two weeks or so, has only been seeing 2 days of
programming on its electronic programming guide (EPG) instead of the
usual 9 days.
as a clubdish "vip" member, i called the 1.888.888.3474 number and
spoke to "brandy" about the problem as well as a supervisor. while
the 2 day epg on the 921 is a "known software issue":
1) what is not known is when this problem will be fixed,
2) when i asked for some kind of "adjustment" on my bill because of
this admitted echostar software problem, i was not afforded any type
of consideration.
dear ceo, i have been living with the quirks and finickiness of the
921 (your highest end, most expensive piece of equipment at the time i
bought it) with its occasional freeze ups, sound drop outs and
pixelation, etc with the hope that the next software fix would rectify
things, but to this date, no avail.
now the EPG shrinks from 9 days to 2 days and it's not known when this
will be fixed nor am i offered any compensation for this "new induced
deficiency". i hope you can understand that my frustration level is a
little higher when i think it is only appropriate for you (especially
being the 2005 top ranked in customer satisfaction) to apply some type
of credit to a customers bill because they are clearly not getting
what they have been, are expecting and have been paying for.
thank you for your time and consideration,
sincerely,
geoff goodfellow
Account No: xxx
phone: xxx
