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Thread: Trouble Calls
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01-01-2008 09:29 AM #1
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Trouble Calls
Hey guys (Techies)
Is it just me or has D-Net been on a rampage with software updates in the month of December???
Several companies in the area have been complaining about service interuptions because of these new updates...
Because of the hammer affect last month by D-Net many customers are calling in complaining about 015 and Attention downloading messages. Also it doesn't help when the new software shows the signal lower than in the past... (troublecall) Customers complain about that also... READ the HELP NOTICE folks!!!
Also, D-Net calls customers back and asks them if there install experience was ok... (troublecall)...
D-Net service people need to take classes on how to troubleshoot equipment from over the phone,,, (troublecall)...
D-Net equipment sometimes resets the boxes because of software updates and that causes another (troublecall)...
How many troublecalls are created by D-Net faulty equipment???
48%
How many troublecalls are created by customers changing the wiring and damaging the equipment???
36%
Tech caused troublecalls???
16%
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01-01-2008 09:29 AM # ADS
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01-01-2008 12:06 PM #2
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I feel your pain. With the new TC 30, it's making things worse. This discussion really belongs in the installer forum, however.
Originally Posted by Satellite_Guru_X
Hey guys (Techies)
Is it just me or has D-Net been on a rampage with software updates in the month of December???
Several companies in the area have been complaining about service interuptions because of these new updates...
Because of the hammer affect last month by D-Net many customers are calling in complaining about 015 and Attention downloading messages. Also it doesn't help when the new software shows the signal lower than in the past... (troublecall) Customers complain about that also... READ the HELP NOTICE folks!!!
Also, D-Net calls customers back and asks them if there install experience was ok... (troublecall)...
D-Net service people need to take classes on how to troubleshoot equipment from over the phone,,, (troublecall)...
D-Net equipment sometimes resets the boxes because of software updates and that causes another (troublecall)...
How many troublecalls are created by D-Net faulty equipment???
48%
How many troublecalls are created by customers changing the wiring and damaging the equipment???
36%
Tech caused troublecalls???
16%
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01-01-2008 07:02 PM #3
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Having customers calling about their forced SuperDish upgrade to Dish 1000 and not being allowed to do the upgrade doesn't help either, especially when 129 has such a low look angle compared to 105. Many people will be losing their locals / switching to DirecTv.
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01-01-2008 10:58 PM #4
SatelliteGuys Freshman
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Percentage of statistics made up on the spot: 75% Originally Posted by Satellite_Guru_X
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01-01-2008 11:14 PM #5
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ADVERTISING BOX
Accurate statistics: priceless Originally Posted by anonymoose
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