This is a sad situation, but not one I'm unfamiliar with. I was one of the earliest users of the dish system back in 1995. The technicians were truly top notch. Some of the best I ever worked with. They whole group was very responsive (especially on the TV side since I had Duo Direct which was their TV/Satellite combo). I remember reading the notes and technical info online and thinking how bad it was, yet how amazing it was. This was written by people who were practically rocket scientists! They assumed that people knew a lot about technology and longitudes and azimuths as well as computers. I hired a technician to mount and point the dish and I was glad I did, on the other hand, he didn't know much about the computer details, which I did. Frankly, the system was not for the technological faint of heart.

But I also had a serious problem that they couldn't resolve a few years into owning the dish and after they had started training less technical techs to use scripts. I finally was so frustrated with their inability to solve the problem that I tracked down the president and his home address and sent him a letter at home! That got some serious response from a senior level tech and the problem was fixed. The sad part was that I had to go to that extreme. Given the amount of money I was spending and had spent on the dish it really pissed me off.

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