Contact 13 solves dispute with satellite provider
Las Vegas, NV (KTNV) -- Watching TV is as easy as pushing a button. But it wasn't that simple for one valley couple. So when they couldn't get the help they needed, they called our Call for Action volunteers.
"It was a very large headache," says Richard Sutton.
He and his wife Karen signed up for satellite TV service last December. And Richard says they had problems with the company from day one, starting with the installation.
"They called the day before and canceled the appointment. Needed to reschedule because they didn't have the proper equipment," says Richard.
Richard says he had signed up for a DVR system, which allows customers to record their favorite shows. But that equipment wasn't in stock. Richard got tired of waiting. So in January, he agreed to temporarily accept a standard box, so the satellite could finally be installed. But there was a problem after his TV was hooked up.
"I was getting pixelation, dropped audio, I wasn't getting all the channels," says Richard.
Richard says he tried calling the company to fix it. But no one could help.
"You talk to some person who has limited means. They say we'll give it to our supervisor. That individual has little to no control and they go well that's all I got," says Richard.
Finally in February, Richard says the company shipped him a DVR system. And with help over the phone, Richard set up the new box himself. But his problem was far from over.
"It would be speckled with little square boxes and frozen picture and the audio would drop," says Richard.
The worst part, Richard was paying more than $100 every month, add to that the poor service. So in May, he finally decided to reach out to Action News.
"We called Contact 13 and they started calling us within 24-48 hours to set this up," says Richard.
Richard says he was amazed at how quickly the satellite company responded. After 7 months, his satellite service is finally working properly.
"Don't wait. Call Contact 13 because they will get action," says Richard.
So here's the Contact 13 bottom line. When dealing with any company, always make sure you keep notes of everyone you speak with. If possible, use email. That way you have a written record of your conversations, proving you've taken the necessary steps to get something fixed.
And if you feel your voice isn't being heard, remember, we've got your back Las Vegas. Contact our Call for Action volunteers at 368-2255.