Where is Customer Service

[whcollier]

It has been almost 24 hours since I called customer service and have not heard back from them, is this normal?
I have a new travler and while set up at the dealer it worked fine, however the first trip out I started getting a message from DTV that I was not recieving info from there satellite. It did stow ok and when I got home I tried the set up again and after three trys, the first two it shut down in the middle of elevation, it said it was locked in on three sats. I then ran the set up and it failed on all satellites except 101.
Please help
Bill

[Winegard Tech Help]

Bill,

We're extremely busy at this point of the year. Please email me at help@winegard.com and I'd be glad to help you out.

[whcollier]

Thank you very much, I sent you an e-mail.
Bill

[whcollier]

I want to thank Alex and Ronnie from Tech Support for their phone calls, we believe we have my problem solved, at least we are going to change some parts, LNB assembly. Again thank you for your help, patience, and professional manner this problem was handled. I will post again next week when the assembly has been changed.
Thanks Again
Bill

[michaels]

I have the same problem getting customer service. It is very frustrating to get dumped into the voicemail black hole. I would rather hold or I could put up with the automated call back system that some companies have put into place. The way Winegard does this is very frustrating and not customer friendly. I have a nearly new GM-1518 and while it will find satelites ok however the indicator light on the on / off switch stopped working and so it is difficult to tell if it is "on" or "off" by just looking at it. It seems that I need an RMA to replace that part. I only got this a few months ago. It should not be failing already.

[Bill Adams]

I am sorry to hear that you are not getting a call back. Hopefully, you will hear from them soon. One thing no one can control is the parts supplied by others. In your case, the light bulb in the on/off switch burnt out and you need a new switch. It should not be difficult to tell whether it's on or off as, just like the light switch in your home, either up or down is on. If it's up it's on (or vice versa). I am not trying to minimize your issue but I promise Winegard will get back to you shortly and address your light bulb issue.

[michaels]

Thanks Bill but a brand new unit should not have a burned out bulb so fast. Next in my installation which is behind the TV in the cabinet it is difficult to determine the switch position. I expect companies that sell to the public to actually answer their phones rather than dump people into voice mail black holes. Winegard may care but the solution that they implemented for customer service implies that they do not. There are many ways to handle large customer call volumes including automated call back and just having the customer wait on hold. If I want to sit on hold until a rep is available then I should be able to do so. To dump me into a VM system with little hope of receiving a call back when I am even near my RV and no realistic time frame for a return call is very annoying. What am I supposed to do if they call when I am at work, bad cell coverage area, in a meeting, or otherwise unavailable? If I had a serious problem that the unit was not working at all the current "customer service" is not confidence inspiring. The current situation for customer service is untenable and the only other option they give is to send an email to a general email box and “hope” for a response. Winegard, there are many better ways to prove you value your customers than this.