Coolsat Service Stinks

[GaryPen]

I must say that I am extrememly unimpressed with both the Coolsat 5000 product, and Coolsat USA (FreeTech) service.

Out of the box, the unit never worked right. It didn't respond correctly to remote commands. The problem was not the remote itself, but somewhere in the receiver, as it had the same problem with a universal remote I had programmed for it.

First, these idiots charge me $20 to repair a brand spankin' new unit, not only still under warranty, but probably used less than 3 hours.

Second, they return it to me without the original box that I shipped it to them in.

Third, they don't even fix the gd thing! They replace the mainboard, but not the IR sensor board! WTF?!!!

And, in the process, they reverted it to an older version firmware (1.00 vs. the 1.01 that it came loaded with when I bought it.) I suppose 1.00 may be the only factory firmware, and the 1.01 it was loaded with was 3rd party. But, if so, why was a supposedly brand-new unit loaded with aftermarket SW?

Overall, I'm kind of regretting this CS5000 purchase, and have a feeling I might be using the Neusat as my primary receiver. Unfortunately, I might having a hard time selling the Coolsat without the original box. (Thanks Coolsat!)

 

[Scott Greczkowski]

Try PMing SatelliteAV and see if they can help out.

 

[GaryPen]

They're the ones who suggested I RMA it to Coolsat in the first place. I've been pretty happy with SatelliteAV's excellent prices, quick shipping, and detailed technical advice. But, I was definitely disappointed that they didn't just swap it out for a new one, and send the bad one back to Coolsat themselves. That's what most authorized dealers of consumer electronics would have done.

 

[SatelliteAV]

Freetech offers exchange through the dealer / wholesale network only on units that are DOA. Dealers have been instructed by Freetech to refer all request for Coolsat warranty repairs to Freetech.

Since Satellite AV no longer provides Factory Warranty Service for Freetech, we suggest that any Coolsat owner needing warranty service contact Freetech directly at 650-244-1467 or service@coolsatusa.com. We can and do perform repairs on Coolsats without voiding the factory warranty and offer this service to any of our customers if they so desire.

In our past experience with the Coolsat 5000, a remote control exibiting poor sensitivity or erratic operation is usually remedied by a simple replacement of the IR sensor. We offered to repair this receiver, but there was a misunderstanding on our RMA warranty policy.

To clarify: Any item purchased from Satellite AV will be repaired (if not repairable, replaced) and returned at no charge to the customer if it has failed due to manufacturing defect during the warranty period. If there is no problem found with the returned item, the customer is responsible for the shipping costs.

We have called Freetech technical support and brought this situation to their attention. Hopefully the current situation can be easily resolved.

BTW ..... 1.1 is not 3rd party firmware and is factory loaded. It should be available from Freetech if requested.

 

[GaryPen]

To clarify: Any item purchased from Satellite AV will be repaired (if not repairable, replaced) and returned at no charge to the customer if it has failed due to manufacturing defect during the warranty period. If there is no problem found with the returned item, the customer is responsible for the shipping costs.

Do you mean repaired/replaced at no charge by SatelliteAV or Freetech (Coolsat USA)?

We have called Freetech technical support and brought this situation to their attention. Hopefully the current situation can be easily resolved.

Thanks. Despite this issue with Coolsat, I will continue to recommend SatelliteAV.

BTW ..... 1.1 is not 3rd party firmware and is factory loaded. It should be available from Freetech if requested.

I wonder why they don't automatically load the latest firmware? Weird.

 

[Mr Tony]

srs913...we don't post crap like that. Gary has a legit box that had some issues so he had to send it in. So your idea of service stinking and Gary's are two different things. We don't tolerate people stealing here.

And "stone cold may say so" but the Iceberg has the final say when it comes to people stealing

 

[GaryPen]

I was gonna respond to that guy as well, but you had temporarily locked the thread.

Apparently, he doesn't grasp what actual customer service and tech support for a legitimate FTA receiver means.

 

[Mr Tony]

Apparently, he doesn't grasp what actual customer service and tech support for a legitimate FTA receiver means.

true

 

[SatelliteAV]

If a product purchased from Satellite AV is returned to Satellite AV for warranty repair and it is found to have failed due to manufacturing defect and it is covered by the manufacturers warranty, we will ship the repaired or replaced item back to the customer at no charge within the CONUS.

 

[GaryPen]

Now THAT is outstanding customer service!

 

[GaryPen]

UPDATE: I got my 5000 back from Freetech (CoolsatUSA) on Friday. Works great. They got the IR sensor working correctly, and loaded the correct 1.01 software this time.

Unfortunately, they didn't send it back in a factory box. (They kept it when I sent it in the first time.) And, it did take two attempts to fix it. So, while I am pretty pleased with the unit itself now, I'm not too crazy about their service.

SatelliteAV, otoh, has been great.