Perhaps my comment was a little more negative than I intended it to be.
Motosat, when I reach them in normal work hours, have always been very helpful and professional. It seems that after hours and weekends are the problem area. Best to just take the 24/7 with a little salt. However, they are head and shoulders above support offered by that other popular VAR.
But, when I was commissioning due to my account change from 4000 to 7000 (with dish prepointed), they told me that my new D3 would emphatically not work. Having seen on this forum and been told by you (Bill) that the latest rev firmware would work, I kinda glossed over that comment and proceeded - did not want to argue with the good folks (they could have been right!). I simply told them that at this point, having the hardware in the bank, I had nothing to loose by trying. I had pre-downloaded the firmware to my computer.
There are legitimate grey areas concerning those of us that have been around for some time. Our systems get split; maybe a 3+ year old F1 with old UCB, a factory-purchased D3 that is not supposed to work with the UCB, and a DW7000 from ebay that needs an account change and commissioning, but has no warranty. In that context, the word "system" in warranty/tech support discussions become foggy, and the tech support folks are not too sure what their guidlines are.
While I was changing my account, the helpful fellow told me that he wasn't sure how much support he could provide me. But it was Friday afternoon, and in the absence of the normal accounts person, they bent over backward to get me running.
I have a new factory purchased D3, I forgot it's IP, and I asked the VM on Sunday afternoon to please return my call and advise me of the technique to reset factory defaults on the D3. I felt that was a legitimate question, but I got no return phone call. Fortunately, I finally stumbled onto the IP by trial and error and got back on line.
But I have to ask, if the 24/7 call back fell through a hole in coverage on the weekend, why was not there a call back at business open on Monday?
Gary, now I would have to agree with you. The after-hours/weekend support is not the best. I hope it will improve over time. The D2/D3 do not (as I assume you have discovered) have a reset button. You would use the NVCLEAR telnet command to reset the D2/D3.
-------------------- Bill Adams Winegard Company Posts: 15778 | From: Traveling the Western US | Registered: May 2003
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