letter to ceo@dishnetwork.com re: help requested with dvr-921 2 day epg problem.

Geoff Goodfellow

Member
Original poster
Supporting Founder
Sep 9, 2004
6
0
San Francisco Bay Area
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 think dish did this on purpose. It didn't happen after a software update did it?

I think there are two versions of the guide data. The 942/622 users still have 9 day program guide data, you didn't get a software update for the 921. It means that E* simply turned it off for you. I think they did it the same way they can choose what receivers get certain channels. I suspect there is guide data infrastructure which acts like a channel. I think they blocked access to the 9 day guide channel for 921s.

What you have now is the same as guide data for the 811, a 2 day guide data, which is possibly a different "guide data channel", which they gave the 921 access to, while blocking the 9 day "guide data channel".

I think what you aught to do is get guide data for free w/o subscribing to locals. The 811 people get free guide data, however, it is only for two days. If they are going to downgrade the 921 to 2 days, then it should be free (the same as on the 811).

I think they are doing this because they want to deactivate the 921s. This may help speed up the process.

Dish is not trustworthy.
 
wow, that was fast! :D

Mr. Goodfellow,
Thank you for your email. The software update is expected to be
released in the start of the 2nd Quarter, the month of June. I am
willing to cover the DVR Fee of $5.98 till that time. Please reply if
you accept my offer and I will apply the credits to your account?
Sincerely,
xxx xxx
Executive Office of DISH Network
CEO Escalations

---

dear xxx:

many thanks for your prompt reply!

i accept your kind offer to cover the DVR Fee of $5.98 credit to my
account until the software update is released that fixes the problem.

sincerely,

geoff goodfellow
 
The start of the 2nd quarter isn't June, it's April.

This is a BUG or a regression and no way do I believe they simply schedule for a software release MONTHS in the future. Issues like this are rolled into production ASAP.
 
Did the program guide problem start when the 622 was released? I didn't keep track of it, but it appears to be close to that time. I'll bet that Dish needed to make changes with the program guide to make it work with the 622 and caused us 921 users to end up with the short guide.

I think all 921 owners should ask for the DVR fee credit - maybe Dish will then prioritize fixing the problem.
 

Dish'n It Up & existing lease

What is the "$99 April deal"?

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