toddbailey
Auditioning
- Joined
- May 31, 2011
- Messages
- 5
- Real Name
- todd bailey
From: [email protected]
To: toddb@*******.****
Subject: Your Transcript
Date: Wed, 1 Jun 2011 10:02:42 -0700 (PDT)
Sheba (ID: 6F2): How may I help you today?
Todd Bailey: Hello, can we talk about the vip 211 and the hdmi port?
Sheba (ID: 6F2): Okay.
Sheba (ID: 6F2): I would be glad to help.
Todd Bailey: I am currently a Direct TV customer but due to financial reasons I wish to switch to Dish. that said I have a compatibility problem with the 211
Sheba (ID: 6F2): I see.
Todd Bailey: I use a hdmi to dvi converter cable that connects to a dvi to vga scaler
Sheba (ID: 6F2): Okay.
Todd Bailey: in case you are interested it's a tv-one dvi to vga converter/scaler
Todd Bailey: the output of the scaler connects to a analog nec xg 110 projector
Sheba (ID: 6F2): Okay.
Todd Bailey: every thing works, when I had the dish 811 dvi receiver and now with the direct tv recever. The problem is when I connected it to the 211.
Todd Bailey: after a 3 hours install I had to ask the dish net install to take the equipment with him until I can get the compatibility issues resolved. when I connected the 211 I wasn't getting a image on the projector, the tech couldn't even view the setup screens
Todd Bailey: we had to use the svideo connection to continue.
since I couldn't get the 211 to work with the equipment the account was never setup
Sheba (ID: 6F2): I see.
Sheba (ID: 6F2): You said you asked for technician.
Sheba (ID: 6F2): Then we must set up an account for you.
Sheba (ID: 6F2): Can you give me your phone number?
Todd Bailey: ###-##3-3211
Sheba (ID: 6F2): Okay.
Sheba (ID: 6F2): One moment please.
Todd Bailey: do you know why the 211 doesn't work with the projector, or why the dtv does. we did connect the hdmi cable to a lcd tv and it did produce a picture, btw
Todd Bailey: so at least we know the 211 wasn't defective in some way.
Sheba (ID: 6F2): Let me check that for you.
Todd Bailey: a home theather forum member suggested it may have something to do with hdcp
Sheba (ID: 6F2): That could be possible.
Sheba (ID: 6F2): But when you connect the equipment do you see any message?
Todd Bailey: No messages, just a black screen, when the cable is disconnnected, the scaler outputs a blue screen
Sheba (ID: 6F2): Okay.
Todd Bailey: If it is hdcp, could I use the component video signals and using an add on product convert that to dvi orvga (rgbhv)
Sheba (ID: 6F2): I am checking on it.
Todd Bailey: We, the tech and I did a a/b test and the dtv box works use the stated connection while the 211 did not.
Sheba (ID: 6F2): Okay.
Sheba (ID: 6F2): I can give you the features of the 211 receiver first. You may compare the compatibility of the our receiver to your equipment.
The agent is sending you to http://www.dishnetwork.com/receivers/hd/default.aspx.
Sheba (ID: 6F2): I have checked the receiver, if your receiver is model 211k, it will not work to a projector, while the 211 model will.
Sheba (ID: 6F2): You may check for the letter "k" for your receiver model.
Todd Bailey: My equipment supports up to 1080 P, I'm just wondering why I don't see an picture when it's connected and what do I need to change to make it work. It works fine when connected to the Dtv box, but I can no longer afford to pay 80 /month just to get a handfull of desired channels
Todd Bailey: The 211 K model worked on the lcd tv, but not on the projector, I need to find out why.
Sheba (ID: 6F2): Okay, if you want to get more information about this, let me connect you to our advance tech support team.
Sheba (ID: 6F2): Please hold as I transfer you. Thank you for chatting with Dish Network, have a great day!
Sheba (ID: 6F2) has left the session.
Please wait while we find an agent from the (17) Tier 2 Tech Support department to assist you.
Thank you for contacting Tier 2 Tech Support. I will be happy to assist you today. Please give me a moment to review the information you have already provided.
Kristyn (ID: TJH): I will be assisting you with your technical issue today. Please give me a moment to access your account and review your conversation with the previous agent.
Todd Bailey: btw: I don't have the receiver any more, due to the 3 day acceptance period
Kristyn (ID: TJH): One moment please.
Todd Bailey: sure
Kristyn (ID: TJH): Thanks.
Kristyn (ID: TJH): We’d love to set you up with Dish Network service. There is a sales department that specializes in finding the best programming and equipment to meet your needs. Did you have any further questions, or may I transfer you over to our sales department?
Todd Bailey: They can't answer tech questions
Todd Bailey: I need to find out why the 211 K doesn't work with my equipment
Kristyn (ID: TJH): You were not previously chatting with the Sales Department.
Todd Bailey: Correct I was talking to tech.
Kristyn (ID: TJH): Are you wanting to hook the 211k up along with your current Directv equipment?
Todd Bailey: NO I want to close my DTV account due to their excessive costs
Kristyn (ID: TJH): I understand./
Todd Bailey: when I briefly had a 211 installed the installer and I could not get it to work with my equipment
Kristyn (ID: TJH): I need to get you over to Sales to get an account set up. We are not sure if the 211 will work or not until a tech is out there to install.
Kristyn (ID: TJH): The technician can take a look at that during installation.
Todd Bailey: what I need to find out is why does the DTV box work and the 211 did not, then find out what I can do to resolve the issue
Kristyn (ID: TJH): I cannot troubleshoot unless you have an account with us already.
Todd Bailey: is a tech the same as a installer?
Kristyn (ID: TJH): I am not sure why the 211 will not work wioth your equipment.
Kristyn (ID: TJH): I need to get you over to Sales, not tech support to get you all set up and they can get you a new receiver when getting service set up.
Todd Bailey: that is why I need to speak with a tech person who can address these issues
Kristyn (ID: TJH): This is Advanced Technical Support.
Kristyn (ID: TJH): We cannot troubleshoot unless you have an account with us.
Todd Bailey: You are not listening, sales can't answer hi level tech questions, I need someone in a higher tier level tech support
Kristyn (ID: TJH): One moment please.
Todd Bailey: ok
Kristyn (ID: TJH): There is not a higher level of tech support, the only way to assist you at this time is to get you set up with a new account and they will can get you a new receiver. We cannot troubleshoot anything unless you already have an account with us.
Todd Bailey: we , the tech and I already did this on Monday,
Todd Bailey: I don't have an account because the tech couldn't get the equipment to work
Kristyn (ID: TJH): I apologize for the inconvenience.
Kristyn (ID: TJH): Is there anything else I may assist you with?
Kristyn (ID: TJH): I have no way of seeing that as you do not have an account with us.
Todd Bailey: maybe I need to speak to someone in the engineering department
Kristyn (ID: TJH): I'm sorry but we do not have an engineering department.
Todd Bailey: Yeah Right, Nor do you have a training facility for the csr tech support personnel
conversation (abruptly) ended
To: toddb@*******.****
Subject: Your Transcript
Date: Wed, 1 Jun 2011 10:02:42 -0700 (PDT)
Sheba (ID: 6F2): How may I help you today?
Todd Bailey: Hello, can we talk about the vip 211 and the hdmi port?
Sheba (ID: 6F2): Okay.
Sheba (ID: 6F2): I would be glad to help.
Todd Bailey: I am currently a Direct TV customer but due to financial reasons I wish to switch to Dish. that said I have a compatibility problem with the 211
Sheba (ID: 6F2): I see.
Todd Bailey: I use a hdmi to dvi converter cable that connects to a dvi to vga scaler
Sheba (ID: 6F2): Okay.
Todd Bailey: in case you are interested it's a tv-one dvi to vga converter/scaler
Todd Bailey: the output of the scaler connects to a analog nec xg 110 projector
Sheba (ID: 6F2): Okay.
Todd Bailey: every thing works, when I had the dish 811 dvi receiver and now with the direct tv recever. The problem is when I connected it to the 211.
Todd Bailey: after a 3 hours install I had to ask the dish net install to take the equipment with him until I can get the compatibility issues resolved. when I connected the 211 I wasn't getting a image on the projector, the tech couldn't even view the setup screens
Todd Bailey: we had to use the svideo connection to continue.
since I couldn't get the 211 to work with the equipment the account was never setup
Sheba (ID: 6F2): I see.
Sheba (ID: 6F2): You said you asked for technician.
Sheba (ID: 6F2): Then we must set up an account for you.
Sheba (ID: 6F2): Can you give me your phone number?
Todd Bailey: ###-##3-3211
Sheba (ID: 6F2): Okay.
Sheba (ID: 6F2): One moment please.
Todd Bailey: do you know why the 211 doesn't work with the projector, or why the dtv does. we did connect the hdmi cable to a lcd tv and it did produce a picture, btw
Todd Bailey: so at least we know the 211 wasn't defective in some way.
Sheba (ID: 6F2): Let me check that for you.
Todd Bailey: a home theather forum member suggested it may have something to do with hdcp
Sheba (ID: 6F2): That could be possible.
Sheba (ID: 6F2): But when you connect the equipment do you see any message?
Todd Bailey: No messages, just a black screen, when the cable is disconnnected, the scaler outputs a blue screen
Sheba (ID: 6F2): Okay.
Todd Bailey: If it is hdcp, could I use the component video signals and using an add on product convert that to dvi orvga (rgbhv)
Sheba (ID: 6F2): I am checking on it.
Todd Bailey: We, the tech and I did a a/b test and the dtv box works use the stated connection while the 211 did not.
Sheba (ID: 6F2): Okay.
Sheba (ID: 6F2): I can give you the features of the 211 receiver first. You may compare the compatibility of the our receiver to your equipment.
The agent is sending you to http://www.dishnetwork.com/receivers/hd/default.aspx.
Sheba (ID: 6F2): I have checked the receiver, if your receiver is model 211k, it will not work to a projector, while the 211 model will.
Sheba (ID: 6F2): You may check for the letter "k" for your receiver model.
Todd Bailey: My equipment supports up to 1080 P, I'm just wondering why I don't see an picture when it's connected and what do I need to change to make it work. It works fine when connected to the Dtv box, but I can no longer afford to pay 80 /month just to get a handfull of desired channels
Todd Bailey: The 211 K model worked on the lcd tv, but not on the projector, I need to find out why.
Sheba (ID: 6F2): Okay, if you want to get more information about this, let me connect you to our advance tech support team.
Sheba (ID: 6F2): Please hold as I transfer you. Thank you for chatting with Dish Network, have a great day!
Sheba (ID: 6F2) has left the session.
Please wait while we find an agent from the (17) Tier 2 Tech Support department to assist you.
Thank you for contacting Tier 2 Tech Support. I will be happy to assist you today. Please give me a moment to review the information you have already provided.
Kristyn (ID: TJH): I will be assisting you with your technical issue today. Please give me a moment to access your account and review your conversation with the previous agent.
Todd Bailey: btw: I don't have the receiver any more, due to the 3 day acceptance period
Kristyn (ID: TJH): One moment please.
Todd Bailey: sure
Kristyn (ID: TJH): Thanks.
Kristyn (ID: TJH): We’d love to set you up with Dish Network service. There is a sales department that specializes in finding the best programming and equipment to meet your needs. Did you have any further questions, or may I transfer you over to our sales department?
Todd Bailey: They can't answer tech questions
Todd Bailey: I need to find out why the 211 K doesn't work with my equipment
Kristyn (ID: TJH): You were not previously chatting with the Sales Department.
Todd Bailey: Correct I was talking to tech.
Kristyn (ID: TJH): Are you wanting to hook the 211k up along with your current Directv equipment?
Todd Bailey: NO I want to close my DTV account due to their excessive costs
Kristyn (ID: TJH): I understand./
Todd Bailey: when I briefly had a 211 installed the installer and I could not get it to work with my equipment
Kristyn (ID: TJH): I need to get you over to Sales to get an account set up. We are not sure if the 211 will work or not until a tech is out there to install.
Kristyn (ID: TJH): The technician can take a look at that during installation.
Todd Bailey: what I need to find out is why does the DTV box work and the 211 did not, then find out what I can do to resolve the issue
Kristyn (ID: TJH): I cannot troubleshoot unless you have an account with us already.
Todd Bailey: is a tech the same as a installer?
Kristyn (ID: TJH): I am not sure why the 211 will not work wioth your equipment.
Kristyn (ID: TJH): I need to get you over to Sales, not tech support to get you all set up and they can get you a new receiver when getting service set up.
Todd Bailey: that is why I need to speak with a tech person who can address these issues
Kristyn (ID: TJH): This is Advanced Technical Support.
Kristyn (ID: TJH): We cannot troubleshoot unless you have an account with us.
Todd Bailey: You are not listening, sales can't answer hi level tech questions, I need someone in a higher tier level tech support
Kristyn (ID: TJH): One moment please.
Todd Bailey: ok
Kristyn (ID: TJH): There is not a higher level of tech support, the only way to assist you at this time is to get you set up with a new account and they will can get you a new receiver. We cannot troubleshoot anything unless you already have an account with us.
Todd Bailey: we , the tech and I already did this on Monday,
Todd Bailey: I don't have an account because the tech couldn't get the equipment to work
Kristyn (ID: TJH): I apologize for the inconvenience.
Kristyn (ID: TJH): Is there anything else I may assist you with?
Kristyn (ID: TJH): I have no way of seeing that as you do not have an account with us.
Todd Bailey: maybe I need to speak to someone in the engineering department
Kristyn (ID: TJH): I'm sorry but we do not have an engineering department.
Todd Bailey: Yeah Right, Nor do you have a training facility for the csr tech support personnel
conversation (abruptly) ended