Community Forums

vsheetz · 05-22-2018, 04:17 PM

Traveler 1000 (Dish). AZ overrun error - about 75% of the time. From on the roof don't see anything overtly wrong or obstructing movement. From researching appears a new turret assembly may be needed. Its still under parts warranty - less than two years old.

Yesterday and today trying multiple times to contact Winegard support. Example: Says 16 minutes expected hold time - then at about 5 minutes dumps me to voice mail. No call back yesterday or today...

Grrrr...

luvlabs · 05-23-2018, 07:49 AM

Send an email to their tech support. They often answer quicker this way.

**TonyDi** · 05-23-2018, 08:04 AM

Winegard makes a great dish. But like you, I have also had difficult time reaching customer service. I also e-mail them and get a faster response time.

vsheetz · 05-23-2018, 08:30 AM

Quote:

Originally Posted by luvlabs

Send an email to their tech support. They often answer quicker this way.

Thx. Yes. Have sent email.

vsheetz · 05-23-2018, 08:34 AM

Got up early this morning (Pacific time zone) to try to get into their call queue early (central time). Recording said 4 minute wait - then after a couple minutes again dumped me to voice mail...

vsheetz · 05-23-2018, 09:01 AM

Just got a call back. Soonest I said AZ Runaway error they responded need a turret assembly. Backordered - expecting a couple weeks availability...

winegard · 05-23-2018, 03:10 PM

Quote:

Originally Posted by vsheetz

Just got a call back. Soonest I said AZ Runaway error they responded need a turret assembly. Backordered - expecting a couple weeks availability...

Hi there vsheetz,

I saw your replies - our apologies for the delay in returning your call. Unfortunately this time of year gets very busy for us, especially with the upcoming holiday.

There may have been some confusion on your replacement turret shipping though - those are not backordered and your turret is actually set to ship out tomorrow, so you should most likely have it by the end of next week barring any delays during the shipment.

vsheetz · 05-23-2018, 05:23 PM

Quote:

Originally Posted by winegard

Hi there vsheetz,

I saw your replies - our apologies for the delay in returning your call. Unfortunately this time of year gets very busy for us, especially with the upcoming holiday.

There may have been some confusion on your replacement turret shipping though - those are not backordered and your turret is actually set to ship out tomorrow, so you should most likely have it by the end of next week barring any delays during the shipment.

Excellent news on the earlier ship. Thanks for the update.

My biggest complaint was being dumped to voice mail after electing to stay on hold. I had no problem with holding for the announced 16, 32, etc. minutes. I understand busy.

Each time system the phone system announced wait times - but then after several minutes would dump me to voice mail. This morning it announced 4 minutes - then dumped to voice mail after about 2 minutes. This was aggravating and provided no confidence that voice messages were being received or handled.

Thanks!
Vince

vsheetz · 07-09-2018, 10:12 AM

Update: The turrent assembly arrived - was installed without any issue - and the antenna has been working well for the last month. Thanks!

**TonyDi** · 07-09-2018, 11:08 AM

Another happy ending! Glad it got resolved.

3XACHRM · 07-10-2018, 03:38 PM

I had the dreaded SK Aborted, AZ Aborted, AZ stalled error codes, and called Winegard Tech support 3 times during the 4th of July week with no issues getting tech assistance. The longest wait times were around 2 to 6 minutes and always much shorter than the estimated time.. This week, I called with a question concerning shipping them my turret for repair and had around a 2 minute wait.

I spoke with 4 different techs and everyone was professional, courteous, and very helpful.

Satisfaction will be a quick turn around at stated cost of the turret that results with a system that operates as designed.