Star West Satellite, Inc.

Hello,
We realize everyone’s time is valuable and we do apologize for
any inconvenience We did call and apologize
to the customer
Thank you,
***

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.Regards,*** ***

Mrs *** was installed with Dish on 8/23/2015, at that time when the technician was installing their Dish Network system, he removed (what he thought to be) the old *** ** dishDuring the appointment that the customer made 8/it was brought to our attention that the customer was going to
have both Dish Network and *** ** in their homeThis is not normally the case with our customers, we find that they usually have one or the other, but not both competing systems at the same timeThe previous technician did follow our courtesy procedure by removing the dishBy the time that the local office had heard about the need for the customer to have their original *** ** dish back, it had already been recycled. We informed the customer that we would bring by another similar *** ** dish to the customer, but the serial numbers wouldn't match because it wasn't going to be the same dishWe had to wait until we had removed another dish to give them oneWe were able to return a *** ** dish back to the customer on 8/
Serialized equipment is only account specific when it is tied to receivers; at no time was the customer in jeopardy with *** ** regarding the different serial numbers on their dish
We have completed training with our technicians to ensure that we do not accidently take customer’s equipmentIt was during this process that Mrs *** called our corporate office ( 8/26) and talked with a member of our support staff, Mrs *** was verbally abusive and threatening our support member and asked for a supervisorIt was at this time our support member was by herself and no longer felt comfortable/safe speaking to the customer any longer. The case was escalated properly with our Operations Manager and the Compliance and Ethics Department at Dish NetworkDue to the nature of the threats and abusive language we only were going to deal with Mrs *** husband Mr*** Our Operations Manager called Mr*** on 9/and settled for the cost of re-installing the *** ** system and the alleged damage to their drywallWe typically take 7-business days to process payment, with the Labor Day Holiday we have until 9/If after that date Mr*** hasn't received payment then he may contact us to inquire

Good Afternoon, We were made aware of this customer's damage claim through channels of damage reporting with Dish NetworkWe are working with the customer to provide the best possible solution for repairWe had made the decision prior to this complaint to replace their sidingWe just
hadn't reached out to the customer and informed them of our decisionThe local manager of that office will be in touch with the builders of the home to see if they can replace the damaged sidingThank you, ***

Never once did we ok them to take the dish, also we need the orignial dish back per *** ***Dish does not work for *** ***so for them to make assumption about what we need is wrongAlso we were told several times dish installers do not touch other companies equipmentMy husband was told they were mailing a check that day and has called back twice to iquire and was told it was mailed out, never once was there any mention about a day processing periodLastly I never made a threat to any of their employeesI had the conversation recoredThe only thing that she did not like was when I told her to shut up and listen because she continued to call me a list and would not allow me to talkWas I frustrated yes! Who wouldn't beAlso I read enough reviews for star west and as you read I'm not the only one they have called a liar

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] This addressed the second day of appointments that were scheduled and rescheduled. There was never any mention of a family emergency,they only told us it was cancelled.I have dozens of emails and phone messages from Dish confirming that someone would be here at at certain time,telling us to be sure someone was home waiting for them to arrive.I am on vacation from Pittsburgh,Pa. and my time here is extremely important to me and to sit and wait for a technician for two days is totally unacceptable,especially a company that brags in their advertisements about there superior customer service.           As I said earlier,their response was for the Saturday the 18th appointment that was cancelled with no explanation.           My major complaint is the Tuesday the 14th appointment,when we waited for 11 hours ,after receiving several phone messages and emails that they were coming at 8-12,then 12 to 3,then4 to 5,then 6 to 7:30,then at seven o'clock they called and said they were not coming at all and we had to schedule another appointment for sometime the following week.Where on earth do you get put to the back of the line if the appointment is cancelled by them.We should have been the first appointment the next day and I called and argued that point to no avail.           Their response seems to be not an admission of bad service,but but making up excuses.They are trying to cover their butts so they do not get a bad review.I would like an apology from someone of high position from their customer service and not some overseas operator reading off cue cards.                                     ...⇄                                         ...⇄ Sincerely,                                   ...⇄ [redacted]

Never once did we ok them to take the dish, also we need the orignial dish back per [redacted]. Dish does not work for [redacted]. so for them to make assumption about what we need is wrong. Also we were told several times dish installers do not touch other companies equipment. My husband was told they were mailing a check that day and has called back twice to iquire and was told it was mailed out, never once was there any mention about a 10 day processing period. Lastly I never made a threat to any of their employees. I had the conversation recored. The only thing that she did not like was when I told her to shut up and listen because she continued to call me a list and would not allow me to talk. Was I frustrated yes! Who wouldn't be. Also I read enough reviews for star west and as you read I'm not the only one they have called a liar.

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]

Mrs [redacted] was installed with Dish on 8/23/2015, at that time when the technician was installing their Dish Network system, he removed (what he thought to be) the old [redacted] dish. During the appointment that the customer made 8/26 it was brought to our attention that the customer was going to...

have both Dish Network and [redacted] in their home. This is not normally the case with our customers, we find that they usually have one or the other, but not both competing systems at the same time. The previous technician did follow our courtesy procedure by removing the dish. By the time that the local office had heard about the need for the customer to have their original [redacted] dish back, it had already been recycled.  We informed the customer that we would bring by another similar [redacted] dish to the customer, but the serial numbers wouldn't match because it wasn't going to be the same dish. We had to wait until we had removed another dish to give them one. We were able to return a [redacted] dish back to the customer on 8/31.
Serialized equipment is only account specific when it is tied to receivers; at no time was the customer in jeopardy with [redacted] regarding the different serial numbers on their dish.
We have completed training with our technicians to ensure that we do not accidently take customer’s equipment. It was during this process that Mrs [redacted] called our corporate office ( 8/26) and talked with a member of our support staff, Mrs [redacted] was verbally abusive and threatening our support member and asked for a supervisor. It was at this time our support member was by herself and no longer felt comfortable/safe speaking to the customer any longer.  The case was escalated properly with our Operations Manager and the Compliance and Ethics Department at Dish Network. Due to the nature of the threats and abusive language we only were going to deal with Mrs [redacted] husband Mr. [redacted] Our Operations Manager called Mr. [redacted] on 9/3 and settled for the cost of re-installing the [redacted] system and the alleged damage to their drywall. We typically take 7-10 business days to process payment, with the Labor Day Holiday we have until 9/18. If after that date Mr. [redacted] hasn't received payment then he may contact us to inquire.

Hello,
While we
realize and accept that this customer did have multiple appointments scheduled
with our company we did do everything in our power to rectify the situation
The technician that was scheduled had a family emergency and unfortunately
there was not
another technician within a mile radiusOn 7/18/as soon as
we knew about the inability to complete the job we contacted the customer and
made special arrangements to schedule them the very next day as a 1st
am appointment
The appointment
was completed on 7/19/as the first morning appointment
Thank you,
[redacted]

Quality customer care my [redacted]. Your technician came in and literally destroyed all of our electronics in our living room. We then had to go through a series of 5 different people coming through our home and getting different stories from each and every one of them. The electrician cleared the house and said our electric was working properly, and the local manager of Star West, Parker, denied the charges from the electrician. And then suddenly there is no longer an electricians assessment. Tell me how that works?? Didn't like the findings, so you made it disappear?? Then, Teresa in your corporate office is one of they most vile people I have ever had to deal with. She assured me from the get go that my belongings would be replaced, as did Parker, because even as Parker said, regardless of the electricians findings, our TV was on and working until your tech messed with it and blew all of the electronics, therefore you guys would be replacing it. Now, nearly 3 weeks later we still have no TV and my claim was denied because we would not allow a 6TH PERSON to come in and screw with our stuff yet again. There is no need for these kinds of charades. Then for your CSR Teresa to accuse me of lying when I called her out about her constantly changing the story, THAT IS NO WAY TO TREAT OR TALK TO A CUSTOMER!! When I demanded that she put me through to a supervisor, she would not do it. She continued to refuse... probably because she knew she had been caught in a lie and you guys were caught in shady business practices. SHAME ON YOU FOR NOT TAKING CARE OF YOUR CUSTOMERS! I HAVE NEVER IN MY LIFE HAD TO DEAL WITH SUCH HORRIBLE AND RUDE PEOPLE. AND THANKS A LOT FOR DESTROYING MY STUFF AND LEAVING US WITH NOTHING

HORRIBBLE, HORRIBLE! Star West Satellite in Post Falls is terrible to deal with. Dishonest, no integrity and unresponsive. They will not return your calls or messages. When you are unhappy with their service you are not permitted to discuss with a Manager despite the fact that the representative talked to "the Area Manager" while on the phone with you three minutes prior. The Manager mysteriously was unavailable. Avoid this business!

Couldn't be more pleased with how helpful the young gentleman was who came from Star West Satellite in Buhl, Idaho, to help me resolve some internet problems. I would not hesitate to contact him again for any similar problem. He was able to explain things to me in layman terms and was able to explain the technical part to the company I was having a problem with. Then we were able to get the situation settled to my satisfaction. Very pleased with the service.

Review: I called on July 10, 2015 because my dish was not working. I was scheduled for a technician to arrive on July 14,2015- I waited for 11 hours for a technician and no one showed. I spoke with a dispatch manager on July 15, 2015 regarding this matter and was assured that a technician would arrive first thing July 18, 2015. I phoned both the Dish network & Southwest Satellite to confirm my appointment and I also received a confirmation call stating that a technician would be here between 8 am & 9:30 am. At approximately 8:30am I received a phone call stating that they were not coming and that they rescheduled me for July 19, 2015 between 8am & 12pm, but that was no guarantee that anyone would show. How can a business schedule appointments, confirm them & just not show with no reason other than a "scheduling conflict"? I was also told that no appointment is guaranteed!Desired Settlement: All I want is for a technician to show when scheduled. And to find out how the above can happen.

Business

Response:

Review: My wife and I bought a brand new home in Airway Heights, WA. We had Dish installed and I specifically expressed that nothing be attached to our brand new home. A technician from Star West Satellite came while I was at work and installed the dish in the middle of our back yard, attaching the cable all along one side of our brand new home. They came out and relocated the dish, took the cable off from the side of the home, but refuse to replace the damaged siding. This is not acceptable, we want the damaged siding replaced with new siding, they ruined it, so now they can replace it.Desired Settlement: Replace the damaged siding with new siding that identically matches the original.

Business

Response:

Good Afternoon, We were made aware of this customer's damage claim through normal channels of damage reporting with Dish Network. We are working with the customer to provide the best possible solution for repair. We had made the decision prior to this complaint to replace their siding. We just hadn't reached out to the customer and informed them of our decision. The local manager of that office will be in touch with the builders of the home to see if they can replace the damaged siding. Thank you, [redacted]