Issues with Dish's DTVPal DTV converters?
Several blog posts have indicated there might be some firmware or software issues with Dish's DTVPal DTV converter causing them to malfunction. We contacted the company to see if they were aware of any problems. The company confirmed that a "small minority of boxes" have such issues, and that starting Friday, Aug. 29, affected consumers can call the toll-free number listed in the manual (1-888-638-9912) to exchange their box for a new one. You'll need to have your receipt handy, and you'll get a new box within 90 days. You'll have to pay for shipping the box back, but there's no additional shipping charges to receive the new one.
Some readers who are not Dish satellite TV subscribers have also indicated they've had difficulty receiving customer service, as they are prompted for their subscriber account number. Dish says that it is training its customer-service reps to handle issues regardless of whether a DTVPal owner is a Dish subscriber.
We also asked whether the $40 Dish TR-40 CSA DTV converter, which started shipping this month, might have some of the same issues. Dish tells us that TR-40 boxes have updated software, so there shouldn't be any issues. We hope to test one the TR-40 shortly, but as far as we know, it is functionally identical to the DTVPal.
If you will be exchanging your DTVPal for a new one, let us know how your experience goes.
—James K. Willcox
Posted by: Diane | Nov 20, 2008 5:24:13 PM
I just hooked up my DTVPal and I'm trying to figure out how to get my VCR to recognize the correct channels for recording, I can't figure out how to find the channel number, says to highlight listings, but can't find any listings.
Posted by: Dave C. | Oct 22, 2008 8:37:29 PM
I purchased two DTV Pal's from an on-line dealer.
Shortly after hooking up the first one I noticed the box would power up on its own at random. Then I couldn't power up the box using the remote (batteries good, etc.). The only way to get the box to respond to the remote is to disconnect the power cord to the box then reapply power. Wa-la remote then controls box again for a week or so then same issue occurs. Make a long story short - same thing happened to the second box.
Called dishnetwork and got the same run around that most people have described. Responses like " you don't have an account so we can't help you" were told to me. Sent various emails and finally
had a customer service person understand my issue (after several emails to her).
She created an account then issued an RMA # for return of the converters.
I will have to pay for shipping though...
What a joke this has been!
And to think I waited for this product to hit the market assuming it was the best based on some initial product reviews at the time.
I don't have dishnetwork, but now receive a blank bill every month due to the fact that an account was created for me (only to send these converters back)..... just adds to the irony of this
whole deal!
Posted by: estefan2020 | Oct 11, 2008 11:50:55 AM
Yes Michael Frederick, a rep from solid signal who handles ebay transactions, replied in e-mail:
"No returns on converter boxes.
Thank You
SOLID SIGNAL"
They have a real nice website, with allot of stuff. Though I think they got bit by the manufacturers return policy themselves, and are washing their hands of it, or possibly there a small business despite their website. witch it may be, they have no store front and an e-mail rma return policy "Email Returns: returns@solidsignal.com (please include your order number for RMA request)" I don’t see businesses with store fronts with an rma policy. Their website has no info on returns other than e-mail for rma number,
Even that here is e-mail addresses from there website that may help.
"Customer Service Manager: mae@solidsignal.com
Customer Satisfaction Manager: audrey@solidsignal.com
Warehouse Manager: allan@solidsignal.com
Marketing Manager: moose@solidsignal.com
Purchasing Manager: pat@solidsignal.com
Controller: shay@solidsignal.com
Operations Manager: matt@solidsignal.com
President: jerry@solidsignal.com"
Though you can do something they are a member of bizrate and shopping.com, links below if you have a complaint make sure you also voice it to them.
https://www.bizrate.com/ratings_guide/cust_reviews__mid--141794.html
http://www4.shopping.com/xMR-Solid%20Signal~MRD-307380~S-1
Posted by: Michael Frederick | Oct 9, 2008 12:56:55 PM
Don't buy DTVPal- ordered two from "Solid Signal" for $132.95- both have failed within 30 days of use- contacted Solid Signal(three times)- no help- said to contact Dishnet - did- they said Retailer is responsible for the first 180 days.
WHAT CRAP!!
Posted by: estefan2020 | Oct 8, 2008 11:05:16 AM
foes this effect the F100 and F101 only? there is someone selling Firmware version 102 and was wondering if this is one that is fixed??? on another forum I herd F106 but cant confirm the latest software / firmware version that corrects the timer / freezing issue. any help would be apprecieated. Thanks!
Posted by: everett whitney | Oct 7, 2008 9:50:40 AM
TO: J.R. - 06 Oct - " 90 Days for repair/replacement?"
It's a wonder that you did get any reply at all ! Other than the fact that essentially all of your units were "bad" originally, you probably wouldn't have gotten any resolution at all. Just "no action" until the limited warranty had passed!
These Converters are the very least "boxes" possible ... none were offered or mfg by the top names of HDTV makers ... just essentially those also making our universe of disposable / throwaway HDTVs.
Consider getting a new local cable or satellite service --- either DO have new, reduced channel, basic services at reduced costs, reported here by C.R..
COX = (24) channels @ $11.75 ... Comcast = (20) @ about $11 ... base satellite @ $20.
Or, simply DO buy a new HDTV & install your own outside antenna for free, O.T.A.-HD now on our 5-6 major networks + PBS. With the horrible world economic crisis, sales are terrific, with many Top Brands available for $700.
Posted by: J R | Oct 6, 2008 3:07:41 PM
I got a DTVpal when they first started shipping in mid July. It worked for about a week, then the picture would freeze while the audio continued before it too stopped. Eventually the unit would power off and on, reboot, rescan channels, and the process would repeat.
I have now been fighting with dish network for two months to get them to honor their warranty and replace my box. My calls have cone as high as the executive resolution team, and they still are not honoring their warranty or their promises.
It wasn't until 5 calls and 5 failed promises that they even asked for the original unit back. I shipped it to them immediately, and the tracking number shows they got it two weeks ago. But they still don't acknowledge that, nor will they give me a tracking number indicating that they have shipped a replacement unit.
And even the service policy in your original article makes no sense. NINETY DAYS to get a replacement from them? What are you supposed to do when broadcasts are digital only and you don't have a working device for NINETY DAYS? Of course given what I've now experienced, maybe it takes such an incompetent company NINETY DAYS to replace a simple device.
Posted by: gregh | Sep 29, 2008 4:06:55 PM
After reading this article I was hopeful that I could finally have the issues with my DTV Pal timers resolved. After spening a hour with Dish Network customer service, all hopes were dashed. It took quite a while for the Dish customer service rep to even understand what at "DTV Pal" was or that it was someting that was manufactured and sold by Dish Network. I read the CR artice word for word to her and waited while she spoke with her supervisor. The answer was that they had no idea what I was talking about and that I must have a problem with my VCR. What a waste of time and money!
Posted by: J Sims | Sep 24, 2008 2:48:22 PM
I contacted Dish Network to obtain exchange information for my two DTVPals with older F101 firmware. After being transferred to tech support, the CSR stated that all firmware versions for the DTVPal are 'current' and there is no reason to upgrade. When I mentioned the CR reporting of "Issues with Dish's DTVPal DTV converters", she denied any knowledge of firmware defects and apologized for CR being wrong about the subject. I asked to be transferred to a supervisor, who admitted that a newer version of firmware does exist which addresses the timer issues. He stated that Dish could not process the DTVPal exchange since I purchased the unit through a third party, and that I should contact the original seller to request an exchange. When I called up CDC, they stated that they could not perform an exchange unless there is a 'hardware defect' or a letter from Dish certifying the current inventory has upgraded FW that fixes the timer issues, which they do not currently have. After I mentioned this to the Dish supervisor, he finally agreed to set up an account for me and perform the exchange through Dish. I paid for the shipping of the original units to them, and they covered the return shipping. The replacement DTVPals (F106 FW)seem to work just fine, as far as I can tell. I wish they had told me not return the original remotes, because the exchange program does not include remotes or cables. I had to call Dish a third time to request new remotes since I had no way to control the new DTVPals. So I repeat, DO NOT send back the original remotes or RF coax cable. They do send new 'wall wart' power adapters, though. This whole exchange process needs to be streamlined, in my opinion.
Posted by: DW | Sep 23, 2008 6:58:27 PM
To cloudsandskye: There is no digital audio output from DTVPal. RF on channel 3 (or 4) is accomplished by the RF modulator on DTVPal is just the same as it is on your VCR. I use composite video + audio (yellow/red/white) quite successfully as input to my old VCR and DVD recorders. I would also suggest that you turn the volume all the way up on the DTVPal. Hiss is usually introduced by having too low an audio signal input level thus introducing a poor signal to noise ratio on the actual recording, ergo hiss. The following is not an advertisement but a suggestion for anyone considering buying new recorders. Magnavox makes a combo DVD recorder with an 80gb hard drive, ATSC and NTSC tuners, digital audio out, and many other very nice features. It does not handle video tape. It is not a HD recorder but has excellent recording quality because it is all digital except that it doesn't have HDMI output. It is very difficult to find this product but WalMart has it online for under $200.00, which is a great bargain. I am hoping that Consumer's Reports will issue an update to its ongoing DTV reviews and include this product.
Posted by: D W | Sep 22, 2008 10:09:56 AM
Can someone please post the firmware version that fixes the "lost events" problem. I have also noticed that my 2 units stall during the downloading of the program guide which seems to cause the clock to lose time (several minutes over several days). I reported this problem to Dish Network but they didn't have a clue. No mention of either problem on their web site. The typical response by manufacturer's; hype the product and ignore the problems.
Posted by: cloudsandskye | Sep 13, 2008 11:12:38 PM
To RCH,
The problem is not with DTVPal, but with my analog VCR; DTVPal is working fine. It is the VCR that is suppressing the volume and adding the hiss because it cannot properly handle the digital signal. That's why I suggest for those who do a lot of VCR recording to skip buying a digital converter box and instead buy a new VCR that has a digital receiver.
Posted by: Robert | Sep 10, 2008 4:26:42 PM
I called Dish Network to have my second defective DTVPaL replaced. It has software version F101TCGH-N and is still under warranty.The first time it was replaced without question. This time the tech absolutely refused. I told him I would cancel my Dish Network account if it was not replaced. He said there was nothing he could do. I then called customer service to cancel. The rep there said since it is defective and still under warranty it should be replaced. I was transfered back to the technical department and now they said it would be replaced.
Posted by: RCH | Sep 8, 2008 5:11:51 PM
On 8-27-2008, cloudsandskye wrote to Paul Eng at CONSUMER REPORTS that PAL had an AUDIO problem when connected to a VCR.
PAL did the following:
[#1] SUPPRESSED THE VOLUME
[#2] ADDED A HISS.
{A}Has anyone else experienced this??
{B} Does it happen only with older models??
{C} Will this new EXCHANGE procedure apply tp boxes with AUDIO-PROBLEMS??
Posted by: Clay | Sep 7, 2008 9:39:44 PM
The secret seems to be to ask to be transferred to the Executive Resolution dept. They emailed me a printable prepaid UPS return shipping label. Now let's see if they actually replace my two bad units....
Posted by: Darlene K | Sep 1, 2008 12:49:27 PM
Why would people have to pay for return shipping when it's clearly Dish Network's fault?
Posted by: partsman_ba | Aug 29, 2008 8:54:49 PM
1. The problems may have occurred for a small minority of owners who use the DTVPal for timer recording, but the problems are in all of the early boxes shipped.
2. Why should owners have to pay shipping to get an exchange on a defective product?
3. Isn't it kind of pouring salt into the wound to release an identical box with updated software for $20 less than the defective units?