SONSET SG6000 HH Motor Discontinued!!

[DJ Rob]

Just an update:

I borrowed 2 other dish motors over the weekend from a radio engineer that I contract with for other work. They both worked fine on my pole with my dish. We able to track the whole arc from East to West and West to East. We placed the SG-6000 back and got the.75 degree problem again.

I heard back this morning from the CEO of DMSI regarding my email I sent to them on Thursday:

"Sorry to hear you are having problems. First I want to let you know that the warranty department closes at 5:00pm EST on Friday night and does not open again until 9:00am Monday morning. Since your email was received after closing, it was not read until this morning. The SG6000 that you sent here was tested and we could not find any in-accuracy. 0.75 degree could very well be caused by alignment. At the mounting pole that would be a very small adjustment. We have sold literally thousands of SG6000 motors and as you know have private labeled them. All without complaint of accuracy. We've sold this motor for more than 18 months to the European market before releasing it here in North America. We do know how to test these motors and I have full confidence in (our tech's) ability. He's been servicing DiSEqC motors for 7 years. (Our tech) has the day off today but will return tomorrow and will send you a email in response. "

I sent this reply back to him this morning. I was really hoping he would step up to the plate and say the issue would be taken care of. But as of right now, I haven't heard back.

"I had emailed (your tech) on Tuesday and then on Thursday afternoon when I received and installed the motor. I thought the emails would've been read on Friday. Honestly, I have lost faith in your company and how you test/repair these motors. I was even told at one point by (your tech) that you do not even have a dish setup to test them properly. This is a joke and you have wasted hours of my time trying to get a working motor. I think I have been more than patient over the last 4 months and I'm not sure how you can think this is good business. So your response is to put me off another day and wait for yet another email from (your tech) that says it was tested? Come on. Saying you have sold thousands of these motors with no failures means nothing to me. I heard the same from you about the SG-2100 USALS accuracy issues a couple of months ago. Remember that? You and (your tech) had never heard about it before? But then I found MANY posts on Satelliteguys from others saying that they had talked to (your tech) about the same issue and were brushed off. Since this was going to be used at our radio station for a feed, I also had our station engineer come and verify my setup. We went ahead and installed 2 other brand motors this weekend. Both went to the same spot every time and everything worked as advertised. We installed the SG-6000 back on the pole and it has the same issue I sent it in for. Not anywhere in your email today did you say the motor would be finally fixed. I'm tired of being put off for yet another email response. "

 

[Babadem]

Good investigative job!!! Keep up the good work!!

 

[DJ Rob]

It's been a week since I let DMS International know that their repair job did not fix the motor. In fact, after I reinstalled it last weekend, the motor got worse and now has developed about 5 degrees of play in the tube. I finally gave up and took it down on Tuesday.

I have not heard back from anyone at DMSI since I received the email posted above from their CEO on Monday. I'm assuming they do not want to honor their warranty.

I want to warn anyone that purchases any of their products from any of the retailers listed below in the link, that the warranty you think you automatically get may not be honored. A warranty is as good as the company promising it.

DMSI Resellers

 

[starman345]

Have you sent DMSI a link to this thread? At this point it looks like you don't have anything to lose. I would think sending you a new motor would be cheaper than getting the bad press they are taking here. Too bad you have to go through all this.

 

[DJ Rob]

I haven't sent them a link to this thread specifically but they do know I post here on SatGuys regularly and knew what I had posted a few months ago about their SG-2100 USALS issues. I'm going to email the CEO one more time. I'll let you all know if I hear anything back.

 

[DJ Rob]

I sent the CEO of DMS International an email Sunday night asking for one of the following and to finally get this situation resolved once and for all:

1) a new working SG-6000.
or
2) a refund of what I paid for the motor plus what I paid in shipping for the 3 times over the last 4 months I've had to ship the bad motors back to them.
or
3) the SG-6000 motor I currently have fixed correctly.

I was hoping to see a reply in my inbox today but I still have not anything heard back. I went ahead and also called them again and left another message just now. I have made them aware I have posted about it here as well.

 

[DJ Rob]

I called DMSI again today and left a message for the CEO. I also called the merchant that originally sold me the SG-2100 with the USALS problem in November to see if he could let DMSI know I was just trying to resolve this.

He said that DMSI had called him and he said "DMSI has done everything they can to resolve this". I explained to him how DMSI had sent me a SG-6000 motor after all of the SG-2100 motors they sent me had the USALS accuracy issues.

History of that is in this thread:
http://www.satelliteguys.us/free-air-fta-discussion/154324-sg-2100-issues.html

He said that DMSI said they had done what they could for me and that all of my problems (including the SG-2100 USALS accuracy issues) were just user error. He that he was told to refund me and that DMSI didn't want the motor back.

I received the refund a few minutes later. It didn't not include my original shipping costs or any of the costs sending the motors back. I guess if I can fix the motor myself, that makes up a little for the time, money and grief spent on this. I consider this resolved.

 

[DJ Rob]

I thought this was resolved.
But after my last post, DMSI sent me an email saying they wanted the motor back after all. At that point, I had already given it to a Echostar bench tech I know to try to repair it.

Since I have to pay him for the repair, I replied and said that if they paid for that, plus the rest they didn't refund me that I had paid the merchant when I bought it, plus the shipping cost I incurred when it wasn't fixed this last time, I would give it back to them. They haven't replied to me.

Fed-ex came to my door yesterday and said they were sent to pick up the motor. I told them I had not heard back from DMSI and the motor was already sent out to be repaired.

Here's a video I took of the play in the tube of the SG-6000. It's probably hard to see but it's about 5 degrees - about 1-2 one way and 3-4 the other.
http://www.sanctuaryradio.com/sg6000.wmv

 

[Tron]

Looks like considerable slack in the motor. There was a batch of SG-2100s with this same problem, I installed one in Brooklyn a couple of years ago. There is an adjustment, but I was never able to successfully remove the slack.

 

[DJ Rob]

The tech I had looking at it said today that unfortunately that is also the case with this SG-6000. He tried to adjust the backlash and then ended up taking the whole thing apart. He was not able to get any more of the play out of it without the motor seizing.

He said that according to a meter that measures the pole movement, the amount of play was enough where if it said it was at 125, it could be as far off as being at 129. He couldn't believe that anyone would claim there wasn't a problem with the motor.

The DG380 motor I just got from Sadoun has worked great and I'm now a firm believer that when buying any electronics, you need to research how good the product is and especially who warranties it.