Originally Posted by saxboater
I received my DVPal DVR January 30. Since then, I have had some lock ups, so I started watching this thread. I contacted DISH's tech support via e-mail and chat. I updated my software, and disabled automatic software updates. The unit still locks up under heavy use. I contacted DISH again by e-mail, and they immediately suggested I contact their call center to get an RA. Like many of you, I am frustrated by this company's terrible customer service, and their use of their paying customers to test a product that is not ready. I have included a little of the chat dialogue below for your analysis:
The highlighted response is something I had not seen in any other post.
(24DrDcb) Brandi S. OFB: You are all set. Have I handled everything to your satisfaction?
: No, no one has explained to me why a new unit will work better. If your company really believes this is the correct solution you should send a new one to me first. I should not have to pay the shipping to return a defective device.
(24DrDcb) Brandi S. OFB: It could be that the hard drive has a bad sector in it that is causing it to freeze.
(24DrDcb) Brandi S. OFB: Unfortunately we have to receive the defective unit first before we can send out a new unit to you.
(24DrDcb) Brandi S. OFB: We pay for the charges for the new unit to be sent out to you
: But why do I have pay to return the bad one?
: What if you send another bad one?
(24DrDcb) Brandi S. OFB: I apologize for any inconvenience. That is the business rules for the return procedures of a DTVPal unit. If you had a regular DISH account with us I would make an adjustment to your billing to compensate for the shipping charge that you would have to pay to us.
(24DrDcb) Brandi S. OFB: If by chance you were to get another defective unit, we would have to look into what to do about that if the situation were to arise.
: You can still make an adjustment. You could make an adjustment to the card I used for payment. According to your return policy you still have that number and would use it to charge me if the unit is not under warranty.
(24DrDcb) Brandi S. OFB: Did you purchase the DTVPal through a retailer?
: No, according to your own website this unit is only available directly.
(24DrDcb) Brandi S. OFB: The credit card information is used for customer's that have an actual DISH tv services
(24DrDcb) Brandi S. OFB: It is just a standard disclosure that we give
: You could send me a paid shipping label.
(24DrDcb) Brandi S. OFB: We would not be able to send out a pre-paid shipping label to you.
(24DrDcb) Brandi S. OFB: I apologize for any inconvenience.
: sure you could.
: just send it out.
(24DrDcb) Brandi S. OFB: I apologize for any inconvenience, but we would not be able to send you a pre-paid shipping label