No problem.
http://business.superpages.ca/listings.jsp?zone=homepage&area=main_search&title=Main+Search+Form&url=http%3A%2F%2Fbusiness.superpages.ca%2Flistings.jsp&SRC=ca&STYPE=S&PG=L&R=N&C=&N=Star+Choice&T=Calgary&S=AB&search=Find+It

I am a star choice employee, and have been around there long enough to see many of these exact type cases. To be honest, speaking to management/sups are not going to help you out. they can only offer you what the agents can. Star Choice is not trying to rip you off, nor not willing to help you with that. One thing I have to say, being an agent, is if you are rude to us, we arent going to be willing to help out. Not saying that you were. What you need to do is call in and go to the Technical Dept. I believe it is option 3 when you call. Explain that the installer seemed to cut the lines. (Star Choice does not ask or have any policy causing the cables to be cut) Just say that you have called multiple times, and all you are looking for is to resolve the issue, Star Choice will be more then happy to send someone to re-install those lines for you, for free, and as soon as possible. Sending the bill isn't going to get you anywhere; unfortunatly Star Choice uses contractors and some times they seem to do what they want, not what Star Choice wants. To add, many of the Star Choice installers are also contracted by Bell. We can only garantee the work, and trust the installer does the proper install, if he/she doesn't the best we can do is try to fix it, it isn't Star Choices fault that the cables got cut, but we will most certainly re-install them for you.

The 200 dollar disconnection fee you speak of is waived if you send back the equip. Not charged, they charge it only if they dont get the equip back to recover the cost of attaining a customer, Star Choice heavily covers charges on installs/programming/and equip. it cost them alot more then 200 dollars + 300 for equip to set you up.

Just call in, go to tech, tell them you want a service call as soon as possible to correct the issue, and they will send one for you, I know that I would, and if you are nice, you might even get some money off your next bill, but no garantees for that one.

just wanted to clear some stuff up for you.

thanks

Z

Thanks for trying to build my spirits Z but that's not the way it's working.The deed was done by a inhouse installer, I have been told twice by service people that its my fault ,and a third time a short man with long hair gave the ok.I've been prety patient with them so far but I wont kiss their behinds any longer.I got to move on and try something else. Thanks again

If 2 or 3 CSR's haven't been able to help you, call and speak to a manager or supervisor. It's their job to help you.

Zeusus has a point though, be nice about it and you may get further.

If the short man with long hair was by any chance under the age of 18, the installer should be in extra trouble since they're not supposed to do anything without an adult present.

Call before the end of business hours today and give it a go with a manager.

I called yesterday just after I got the number .I got a recording and a promise to return my call . So far nothing after about 22 hours.

I'd just like to mention something that Zeusus posted. Certainly going through a TSR may get you a little further along in a resolution (TSRs have a great intolerance for installer BS by and large because they're usually the first to hear about it), but resolution of this particular matter should be handled by Field Escalations for two reasons:

1) If the installer screwed-up, he should not be paid for the install.
2) Likelyhood is the same installer will come back if a TSR issues a service call to re-install the lines for you and he will get paid again for the job. Doesn't seem quite right, does it!

If Field Escalations handle the call and authorise the reinstall of the lines, likely neither of the above will happen. If the installer was lying, he likely won't get any more work either.

Also contrary to what Zeusus said, speaking to a manager (not a supervisor) will get things moving REAL quick. I've seen customers get the moon in a box wrapped with a pretty ribbon once a manager gets involved.

I'll also add my vote to the 'be nice!' pile. Nothing makes the sympathy level of a phone support person hit the floor when they've got someone yelling down the phone at them!!! :)

...I'll also add my vote to the 'be nice!' pile. Nothing makes the sympathy level of a phone support person hit the floor when they've got someone yelling down the phone at them!!! :)
I think the same pretty much holds here as well.
Posts that have a genuine problem, well articulated and try not to bully there way or threaten to launch a legal suit or switch providers, in my estimation get a lot more help.

While the last 2 resorts are an individual matter, I don't think they serve any real purpose here. Nor do I think they gain any sympathy with the statistically generally happy members here.

As indicated, most problems can be worked out in an an amiable manner if pursued properly with knowledge of the problem and process.

If you don't like something, switch providers or go start a StarchoiceSucks.com website or something.

While the last 2 resorts are an individual matter, I don't think they serve any real purpose here. Nor do I think they gain any sympathy with the statistically generally happy members here.Everyone is happy?!? How odd. So what you are saying is that it is perfectly acceptable for people to logon and agree with you on everything, but if they want to disagree with the way you think, they should start another website?

I think the purpose of any forum is to discuss issues of a product whether the issues are good or bad. I don't think anyone should be advocating that people should be muzzled because their opinion differs from yours. If you are happy with StarChoice or if you work there or are affiliated with them in some way - that's great, but realize that others may not share the same opinion. Others may consider the amount of money spent on a machine that doesn't stand up to the normal everyday usage to be extravagant. The DSR530 is clearly a machine that has been broken since it was released in May 2005. This machine should be working 100% of the time without ever having to pull the plug out of the wall. There is not one week that I don't have to pull the plug out. If companies are allowed to get away with churning out such poor equipment, where will it end? I wouldn't be too quick to give StarChoice the green light by saying "This is OK. Give us a piece of junk for a DVR and we'll love it anyway."

I have a feeling you are going to see many people leave StarChoice once the 1-year terms are up. At that point StarChoice may decide to foreclose on any future updates as it won't be worth it if they've only got a small customer base. That is my opinion, for what it's worth!

If you're not getting anywhere, call Star Choice reception at (403) 538-4320 and ask to speak with a manager. Save yourself the headache and just get it solved now.
Thanks satellite,cellerboy,Zeusus and Kevin270 the manager just called me and gave me the credits I asked for.Why does that other fellow walk around with such a big stick up his ***? Thanks again

It was not threating in any way.

Numerous Poll's have been conducted here and clearly the members have indicated, that while not 100% satisfied, they are 'generally' satisfied with the BC code, even with it's shortcomings and see the promise of future releases after an agreeably very bumpy start.

Additionally, most also reported they would stay after the 1 year if they were new subs as well.

The facts speak for themselves.

Since the code applies to the entire 500 series and potentially new products as well, I expect developement to continue.

It OK to not be happy. You're right, Starchoice must continue to constanly improve their products in terms of reliability and features.

This forum helps to serve that purpose.
It also helps those in need of guidance in several busines, technical and operational areas amongst other things.

Adverse opinions are OK as well as they are balanced and not overly repititious. Perhaps the same should be said about undue praise as well then.

I think you'll find, while I admire the efforts put into the product, I've had my own share of criticism of the product and the companies practices.

I have a feeling you are going to see many people leave StarChoice once the 1-year terms are up. At that point StarChoice may decide to foreclose on any future updates as it won't be worth it if they've only got a small customer base. That is my opinion, for what it's worth!

Is it possible that this is already the problem - too small of a subscriber base owning 530's for it to be worthwhile to fix. The DSR500 has been out for what? 3 years already, and while it is better, it still is not operating 100%, and that's a simple machine by comparison to the DSR530.

I enjoy my service with the company and the customer/technical service is generally top notch. But eventually a lack of funtioning HD equipment will overshadow any level of customer service they can provide. This is no longer an 'emerging' technology, it is here and people are spending a lot of money on HDTV's and want to be able to use them, without the headaches of Star Choice HD.

Just my thoughts...

Numerous Poll's have been conducted here...The facts speak for themselves.

I think that this may be the problem....the polls here indicate that people are generally happy. One must keep in mind that Digital Home Canada is not a perfect representation of the average consumer. Most people who take the time to read, ask questions and follow these forums are for the most part those that are willing to 'work' with the unit and wait it out for the next fix. Not to mention are a little more technically 'savy'

I agree the group here is statistically small compared the *C's overall subscriber base.

Judging by their recent customer satisfaction award and other indicators, I'm still convinced that even the less informed, less tech savvy are still reasonably 'happy' otherwise after all these years, they would't have a viable business and actually turn a modest profit for the past several quarters.

From a distance, the management changes and other initiatives are slowly starting to filter through.
Others here have noted the improvements over the past few years as well.

In many cases, those of us that understand technology are often less prepared to accept what we have knowing so much more is possible.

So if the target audience of *C's actions is the larger customer base and not us chosen few that hang out here, then it's only by good fortune that some of the sentiments expressed here, good and bad make it to them.

For the most part, this is a self help group composed of a mixture or newcomers and seasoned souls each looking for solutions and the opportunity to lend some sage advise.

So the BEST forum to lodge a persons complaints lies clearly at the doorstep of *C!

It's difficult to predict StarChoice's future based on their past accomplishments. The new big thing is going to be TV over the internet connection. That will open up options such as video on-demand and I'm not just talking the odd show. There would be almost any show imaginable available - on demand, as well as a host of other cool options. Almost everyone now including cable companies and competing satellite providers offer pretty decent PVRs that work as they should with no reboots. I have the BC code, and tonight my machine had to be rebooted twice. It always seems to happen when the machine is recording a program. It rarely happens when the machine is not recording. For whatever reason, it is risky to record and operate the machine at the same time. So many of my recorded programs have breaks in the middle because the machine jammed up. The red satellite dish indicator comes on, and the control buttons on the remote are rendered useless. Some may overlook this, but after several months of this I'm left feeling very frustrated. I firmly believe that they will never have a working DSR530. They had years to develop it, and almost a full year now to fix it. Who are they trying to kid? If it walks like an elephant and looks like an elephant, don't try to tell me that it's a squirrel! The DSR530 is truly the worst piece of electronic equipment that I have ever owned. It's the most unreliable piece of electronic equipment that I have in my house. I would never buy another product made by Motorola, nor would I ever deal with StarChoice again once this is all over. The fact is, I don't give a darn about their customer service. I would prefer not to ever have to deal with Customer Service people at all! If the machine was functioning there would be no need to have to pick up the phone and fight for credits or argue about when the next firmware release date was due, or notify that the machine is totally dead and will need to be replaced. There seems to be a lot of machines going dead too, and the BC code is to blame now. However before the BC code was ever released machines were going dead. Every other week someone with the A8 code was calling in to have their machine replaced because it would no longer boot up. I will give some people here credit for remaining so optimistic in spite of the fact the writing has been on the wall for many months that the machine is not going to get much better.

So the BEST forum to lodge a persons complaints lies clearly at the doorstep of *C!

Here is an example of why I disagree with your statement:

To be honest, speaking to management/sups are not going to help you out. they can only offer you what the agents can. Star Choice is not trying to rip you off, nor not willing to help you with that. One thing I have to say, being an agent, is if you are rude to us, we arent going to be willing to help out. Being rude or being extremely upset are often interpreted as the same thing. As a StarChoice employee, giving the customer any sort of an ultimatum like that shows a real attitude problem. It is the job of a customer service representative to try to defuse the customer when he/she calls in a fit of rage - not make the decision that we are not going to help you and basically don't give a damn if you are a customer of ours or not. Keep in mind that it is the customers who ultimately has the upper hand, not the person sitting at a desk answering the phone. Every dollar on your pay cheque comes from a paying customer and if several customers choose to leave, that's less dollars for those pay cheques. Employees should really be asking themselves how would they want clerks to treat customers in a business that they owned themselves?

I will agree with the statement that management will not help you. I've dealt with Jim Cummins a few times and got nowhere. He farmed me off to some person in August who told me a release was coming during the 2nd week of September 2005 that was going to fix each and every single problem associated with the DSR530. This was a manager making this statement, and we all know that this never happened.

Oh yeah, happy March 2006 everyone!

it is true, customers will always hold the upper hand, and most people at Star Choice are willing and WANT to come to some sort of solution. Be rational, and they will be back. Win - Win situation is what is going to be attained.

I suggest Tech only becuase they are the only ones that are able to send out service calls, and too much time has passed for Field_ESC to send out anyone (they just call and get them to go out again.) If you go through tech they'll send someone out to fix the issue. If it was inhouse installer, he will be reprimanded if and only if you lodge a complaint about the installer.

To add calling in everyday to complain as you posted in a past post is going to nothing more then make the staff stop taking you seriously, I suggest calling and speaking to a technician to get a service call. Also ask what compensation can be provided for your outtage on Rogers. I underderstand that starchoice has caused the outtage but rogers does carry some responsability in providing you a steady service and should also be willing to assist you. But you are right star choice should compensate for the dammage they did.

Thanks satellite,cellerboy,Zeusus and Kevin270 the manager just called me and gave me the credits I asked for.Why does that other fellow walk around with such a big stick up his ***? Thanks again

Zeuses I guess you missed this post,everything is fine I'm happy.One thing that you might be interested in, is what persuaded that manager to give me the credits. He said the fact that I called in every day convinced him it was not a frivolous problem. Thanks again

I am glad to hear it, and hope the the rest of your experience is a great one.

I just canceled Starchoice today after 5 years of service, got transfered to their retention department and I was just amazed at how stupid their offers were. I told them I had switched to Bell, because they had an attractive rental program for their HD-PVR, so I wouldn't have to pay $700 for something that could be obsolete in a year. What was their counter-offer? Hold your breath... "a $5/month credit over 12 months". WOW (sarcastic)!!! I've read about people talking to retention departments of other satellite companies such as DirecTV and ended up getting free HD-PVRs just for thinking about leaving.

Starchoice definitely is not in the game of keeping their longtime customers happy.

Since you said you already switched, why should they bother?
You're mind was already made up.
They knew that.
You played your card too early.
Suck it up and move on!