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

Comments

[gregh]

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!

[J Sims]

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.

[DW]

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.

[D W]

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.

[cloudsandskye]

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.

[Robert]

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.

[RCH]

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??

[Clay]

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....

[Darlene K]

Why would people have to pay for return shipping when it's clearly Dish Network's fault?

[partsman_ba]

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?