: Star Choice Customer Service - Good & Bad - Post Comments Here
2007-08-16, 08:47 AM
Gross incompetence. It's hard to believe with the demand for new satellite installs at it's lowest in 20 years, that either SC or Expressvu would be hiring sub contractors so inept.
Hold SCs feet in the fire - make sure that the next installer does the job properly and does not leave your house without the receivers working correctly.
2007-08-16, 11:47 AM
Not all that uncommon - when I upgraded my receiver and dish last year to HD, it took me 2 weeks to sort out the issues:
- The installer booked by *C didn't show up after I waited at home all day. I had to demand priority to get another installer scheduled within a week instead of the initial offer of 3 weeks.
- The installer left after a 15-min job installing the new LNB and checking the signal to the DSR-505, confidently telling me that my receiver should be authorized and receiving channels in a few hours. No such luck - after 24 hours I called *C and was told that they had no information about it.
- After I got that sorted out, I noticed that I wasn't receiving some channels, while others appeared in the guide that I shouldn't be getting out West. Turned out that somebody had entered it in the system as an Eastern zone receiver.
- Of course they offered me the usual PPV in compensation. Since there's nothing much to see on PPV, we used them all up on the last day after calling to make sure that they were still available on that day. You guessed it - they all appeared on our next bill, and it took another 2 calls to sort that out.
Up to 60 minutes wait on the phone with *C to resolve each of these issues - never less than 45 minutes.
And this was just for a simple upgrade from SD to HD.
That's an awful story, I do hope it gets sorted out.
2007-08-16, 12:44 PM
Whenever I have had a service call, the tech has never left my house until we are both satisfied that the system is working. Even the first installer had a special number to call for initial authorization and when he left, I had it working right. But, sorry to say, there are those contractors who just want their money and run. I hope *C catches up with your installer and removes them from their listings.
2007-08-17, 11:36 PM
I use my receiver in my motor home so I can't keep it powered all the time. Having come back after a 3 week absence, I see nothing but a black screen on TV... experience with this issue has show that the reciever simply needs to be reauthorized to get the picture back, so I phoned SC tonight. After waiting 30 minutes I got a guy that was absolutely clueless - even after I told him that I just need a "rehit". He didn't have a clue so he referred me to a "level-2" tech.... so now I'm supposed to wait 60 minutes.... just for a simple rehit???
As far as I'm concerned SC "service" sucks big ones.
2007-08-20, 01:24 PM
I have been a Star Choice client for a very long time but am getting to the point where I may jump to Bell or (God forbid... Rogers).
After many years of excellent service, my SC receivers (2 of them) started blacking out. At first it was only for seconds at random but eventually I got a total blackout on both receivers in June that could not be resolved by phone. The CSRs were always very courteous but they had to call in a technician to drop by and check out my dish. Unfortunately they were swamped with calls due to bad storms that blew through parts of Ontario at that time so I was told the delay could be up to 2 weeks.
The tech came in sooner than expected (which was good) but he claimed he could not find anything wrong. However he found the signal strength was a bit low so he tuned the dish and everything was back to normal. Image was even better than usual which was good so he left.
A few days later, total blackout again :o. I called Star Choice and explained the situation. I was told the technician should have replaced the "lens" so they added it to the work order and we went through the same thing all over again.
New tech comes in, checks the dish and says all is perfect but still insists on realigning the dish. He doesn't look like he wants to replace the lens so I call him on it and tell him to check his work order. He reluctantly replaces the lens with a used one... All is back to normal again. By normal I mean I still get a random blackout "blink" every now and then but it's mostly annoying since both receivers have been doing this for as long as I can remember.
Then, 2 days ago, I get the dreaded permanent blackout. StarChoice CSR tries to tell me it's a cable problem even though both receivers use separate cables up to the dish. We go through the whole "reset the receiver to factory defaults"... etc... and the receiver starts doing some really strange things... can't see all the channels, clock is completely off, then can't see any channels after the second "reboot".
Meanwhile, my second receiver downstairs is now back online and working fine. CSR doesn't know what's going on so I am told a technician will be dropping by, there will be a 2 week delay, blah... blah... blah... :confused:
By this point, I am beginning to be really annoyed but I can't do anything about it. I finish off with the rep but I turn on the receiver from time to time until I get some channels back. I then continue experiencing various receiver failures over the weekend to the point where this morning I have total blackout on both receivers... again.
So, it seems both receivers have an intermittent problem (blackouts that can be as short as one second but can also last days). Most of the time, both receivers are affected at the same time but now I sometimes have one working while the other is dead. All cables are separate up to the Dish's own splitter and I have nothing in the way of the dish that could affect the signal (no trees, etc...). My dish is at the back of the house, shooting right above my neighbor's roof.
I am very concerned the next technician will be in a hurry to get the hell out just like the two other guys before him. I understand these guys are trying to assist as many customers as possible each day but they clearly have not spent the time required to diagnose or even fix this problem after repeated calls and detailed explanations of the issue...
The fact is, they show up and the receivers start working for no apparent reason so they do little and leave.
I am at my wits end with this. Perhaps I should upgrade my receivers... I would have considered doing so if the CSR had recommended it. I really don't want to switch but I'm losing service for days on end, plus the inconvenience of having to be there when the tech shows up.
Anyone know if Bell is any better than this?
2007-08-20, 02:05 PM
I'm surprised when tech support comes to the house they don't bring a spare receiver to try out, especially, considering what you have been through. At least with a spare receiver to try out you could eliminate a lot of possibilities and at the same time save time.
2007-08-20, 10:26 PM
moxieskipper: Check to see whether your cables are RG59 or RG6 (seeing as you've had the receivers for quite a while as you menitoned) -- if they are RG59, then that could definitely be an issue (it should be written somewhere on the cable). Also, what is your current signal strength on ch299? Finally, do the blackouts seem to happen at any specific time of day? (evening, etc.)
waterug: I definitely agree with you that bringing a test receiver would be a wise idea. Sadly, unless it's specifically mentioned in the work order, most techs don't seem to do it. They pretty much go by what the CSR enters.
Since things have been so peachy here, I've been slumming on the Bev threads, and IMHO, things are considerably worse there for even more reasons, If you must go, try Rogers, But I think a installation overhaul is in order.
Do they cut off the old ends and put NEW ones on, they should if they don't.
For the time of the outages, I would ask them to consider a FREE month of service at least if your calls and outages are well documented, and by all means DO consider some of the newer receivers that sport the flashy new guide.
I didn't see any mention of which model receivers youhad, some there was some that did have known flaky tuners.
2007-08-20, 11:57 PM
Thanks for the tips... I'm gonna have to look and see if I can dig up the cable and receiver specs. The original cable that the installer ran is still there and it's hooked up to the receiver in the living room. That unit was set up many years ago... maybe 5 or more.
I ran a cable from the splitter on the dish straight down to the basement and it's hooked up to the 2nd receiver. I installed the 2nd receiver about 2 years ago.
Everything ran fine but I remember the blackouts have always been there... They usually come up at random and last about 1 second or so (almost like a blink really so I always thought it was normal... just annoying). I can't find a pattern as they seem to happen at any time of the day or night.
The signal strength seems to swing from 5 to 25 to 99. It's all over the map.
I posted a note on the StarChoice web site earlier today basically describing the situation on their customer feedback form. Got a phone call from one of the Customer Support reps a few hours later advising me a tech would show up in a couple of days.
I sure hope he brings a spare receiver with him!
Will keep you posted!
2007-08-22, 07:07 PM
Here is an update on my blackout problem...
Tech came in and replaced the switch even though the old one tested ok and he was getting a good signal. He did not realign the dish.
Went inside and my oldest tuner was still on the fritz. He tried unsuccesfully to bring it back to life after a couple of resets. Tuner downstairs was back up and running fine.
Tech then calls SC to ask for a replacement tuner. Gets put through a whole battery of steps (uplug the cable from the dish, reset the unit and redownload the menu). Evetually the unit came back to life so they won't replace it. Everything's working for the time being but I'm worried this won't last.
I may just bite the bullet and buy a new receiver (a new 207 or a 317) and move the flaky unit to a bedroom.
I'm really surprised they didn't want to replace the tuner since the tech couldn't bring it back up after the reset. I went through the same thing before and it only worked for a couple of days.
2007-08-25, 04:06 PM
It's hard to believe with the demand for new satellite installs at it's lowest in 20 years
It's very hard to believe. From what i hear it should be the opposite.
2007-08-25, 09:46 PM
Stuck on hold for over an hour now trying to activate ppv. This sucks.
2007-08-26, 12:29 AM
Ahh.... good old UFC crunch. Everyone trying to call in at the same time a hour before the event starts.
I've noticed that the wait times have often been long lately.
2007-08-26, 04:00 PM
I had to call for a CSR issue last week, and I did so around 7:30am -- waited 15 minutes.
Granted, I've also been hearing a TON of ads on the radio about them looking for staff, so that definitely must be an issue for them right now.
Nature of the Calgary labour market.
Many stores can even stay open the posted hours due to staff shortages.
And the Oil Companies are sucking all the others into their higher paying jobs, stores shelves are bare while they wait for the stock boys to come in.
Hopefully the Mississauga call centre is/will help some.
Could also be overloaded will all the Bell defections, now that they have a saleable PVR, more HD and Centre Ice coming.
2007-08-26, 05:47 PM
I wouldn't blame it on the patch. A lot of kids/adults go out to the patch and dont last through the first week. Can't hack the work. Not that its hard. Its the 12 hours days they can't handle. Also I don't think that *C call volumes vary from 1pm to 12am. It probably stays fairly consistent. Its just the amount of workers they have to work the later shifts. Especially in Calgary, who doesn't want to work a normal 9-5? If an employee doesnt get their 9-5 shift at one job they can move easily onto the next. Mississauga's issue is they're super green. I doubt they have a clue what their doing yet. I do believe they may be building a bigger call centre in Montreal soon.
2007-08-26, 09:49 PM
Must have been the UFC because as soon as I mentioned I wanted to activate instant PPV he said "What PPV to you want to order?" UFC? O.K. done. I said "What about the Instant PPV thing?" He kinda shrugged it off as if it rearly works but activated it anyway.
The customer service as been much better than with BEV but wait times can be horrible.
2007-08-28, 12:10 AM
My babies dead...26 month old PVR ...an original...I'm on hold and the wait time is...60 minutes! It's almost midnight!
Is my portable phone battery gonna last that long?
What happened to "call back" feature...:(