Fortec Star Poor Customer Support

[aar5ac]

I am showing the following not to gripe and complain but to show that apparently Fortec doesn't seem very concerned about it's U.S. customers concerns. I couldn't get the STB editor to work with the 786 and the following posting is the back and forth I have had with Fortec. They finially stopped replying to my emails and I am disappointed with them.
After the last email on the 15th I have resent the whole batch back to them twice and they won't reply any more. The File that you will read about is a firmware update they sent me with no info on what to do with it or how it will solve the problem. Go to the bottom of the post and read up!! Fortec's a good product but the support is almost non-existent. :cry:


===============================================

Ok,
I did as you said. I uploaded the file that you sent me to the receiver. It went thru the process like you said it would and everything came back up without losing anything. (thankfully) I ran the STB editing software and downloaded the info from the receiver and the same thing happens. It will finish the download and show info in the background but then will immediately go to "application halt", right back where I started from. I can make it save the file by going under "tools" and use the STB to FILE application. I am attatching my saved file to see if you can open it on your end. What do we do now??
Thanks,
Doug
----- Original Message -----
From: Technical Support
To: 'D. Cook'
Sent: Thursday, November 13, 2003 10:21 AM
Subject: RE: 786V3 & STB editor


Dear Sir

First run loader then select compress application, open the file I am sending now and then click upload. When you will see message “Please Try STB power OFF and ON…” Then turn off your receiver once and turn it ON again.



Thanks

Technical Support

(Ansar)


--------------------------------------------------------------------------------

From: D. Cook [mailto:aar5ac@up.net]
Sent: Thursday, November 13, 2003 4:42 PM
To: tech_support@fortecstar.com
Subject: Re: 786V3 & STB editor



O.K.

I have downloaded the uploader file that you sent me. I see that the STB editor also has an uploader file within STB. If you send me a software file please make sure it is the right one. You sent me the pal file earlier that I think is for Europe. Let me know if the file you send me is susposed to fix the problem so I can use the editor. I'm hoping that my saved channel info can be used. I would hate to have to reprogram everything again. Is this a problem you have had from any other people?? Thanks in advance and tell me specifically what you want me to do with the file you send me. I don't want to mess up the receiver.

Thanks,

Doug Cook

----- Original Message -----

From: Technical Support

To: 'D. Cook'

Sent: Thursday, November 13, 2003 1:39 AM

Subject: RE: 786V3 & STB editor



Dear Sir/Madam

Download this loader and then run setup after completion you would be a file uploader. Reply me after downloading this then I will send you software file again….Sorry for problem



Thanks

Technical Support

(Ansar)


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From: D. Cook [mailto:aar5ac@up.net]
Sent: Wednesday, November 12, 2003 4:44 PM
To: tech_support@fortecstar.com
Subject: Re: 786V3 & STB editor



THEN WHAT AM I SUSPOSED TO DO WITH THE SOFTWARE FILE THAT

YOU

SENT ME. I NEED SOME HELP GETTING YOUR SOFTWARE TO WORK

WITH YOUR RECEIVER AND WE ARE NOT GETTING ANYWHERE HERE.

PLEASE FORWARD THIS MESSAGE TO SOMEONE WHO CAN HELP ME.

THE STB EDITOR IS NOT WORKING WITH THE 786V3. THE ATTATCHED FILE IS THE ONE I SAVED OFF MY RECEIVER. PLEASE LOOK INTO THE PROBLEM AND TELL ME WHAT I NEED TO DO.

----- Original Message -----

From: Technical Support

To: 'D. Cook'

Sent: Wednesday, November 12, 2003 2:26 AM

Subject: RE: 786V3 & STB editor



Dear sir

Only use software according to your receiver, don’t use different software



Thanks

Technical Support

(Ansar)


--------------------------------------------------------------------------------

From: D. Cook [mailto:aar5ac@up.net]
Sent: Wednesday, November 12, 2003 1:18 AM
To: tech_support@fortecstar.com
Subject: Re: 786V3 & STB editor



Hi:



Just wanted to check back with you as I have not heard back from you.

Are you telling me to upload the file that you sent me as firmware to the

receiver and then the editor will work o.k.?? The file you sent me seems

to be the european version for the PAL system. Or do I need to upload

the firmware for the 786NA ?? I don't want to do anything until I hear back

from you because I don't want to mess this thing up.



Thanks!!

----- Original Message -----

From: Technical Support

To: 'D. Cook'

Sent: Saturday, November 08, 2003 2:10 AM

Subject: RE: 786V3 & STB editor



Dear sir

Use this attached file after the reply me



Thanks

Technical Support

(Ansar)


--------------------------------------------------------------------------------

From: D. Cook [mailto:aar5ac@up.net]
Sent: Thursday, November 06, 2003 9:16 PM
To: tech_support@fortecstar.com
Subject: 786V3 & STB editor



Hi:



I purchased a 786V3 receiver last week and I download the STB editor and

am having trouble getting this to work. I have the null modem adapter with the

DB9 serial cable. I start the editor and download the channel information to

the computer. It will indicate download complete and in the background I can

see my channel data displayed. Then the editor immediately go's into "application error" and when you click "ok" the editor closes.

I have uninstalled and reinstalled the editor several times. I have tried 2 different computers, swapped serial cables, changed the serial port speed and have loaded an example file and attempted to load new data over it. No matter what I try I don't get any further than before and get the application error and it shuts me down.



HELP!!

Thanks!!

Douglas Cook

[winzip]

Im a new member at this site and also new customer with Sadoun. I bought a whole Fortec system from them. I ran into problem with setting up the dish which I was not able to find the signal. I posted here for help, I found people here are very nice and very helpful. I also called Sadoun for help. For me I thought they were easy to work with and know what they are talking about. Have you try to talk to them over the phone instead of emailing.

Good luck.

[Sadoun]

winzip

This user did not buy the receiver from SADOUN,

BTW, Douglas you are lucky you got this much support from the "Manufacturer". Try other manufacturers of satellite receivers and see if they will even respond to you. Besides, no FTA receiver manufacturer will provide "direct" software support to end users.

You should contact the "Dealer" that you bought your receiver from for technical support and assistance.

If the dealer is not able to support you, then try posting here. This forum is also considered "customer/technical support", isn't it?? If you have a question, just post it and don't go on claiming customer support from Fortec is non-existance.

[aar5ac]

Sadoun;
With all due respect sir I DID buy the receiver from you and I DID contact you for technical support. If you will check your records you will find that I have bought the 786V3 and a Motek 2100 plus a satellite meter from you in the last 6 weeks. I contacted technical support at your shop and he stated as you did that normally technical support is not available from you for software related issues and he suggested that I contact the manufacturer directly and he would also do some checking on his end and call me back. He never called me back and I took his suggestion to contact Fortec directly, which I did. I was taking the due and proper steps for customer support by contacting you first and then contacting the manufacturer directly. As I did not buy the software program from fortec, it's available for free so I'm not saying that I bought something that is not working. That being said, if fortec advertises the program as working with the receiver they should attempt to help customers in getting in up and running. If they don't know what is wrong and can't help then they should say do and we will be done with it. You don't ever just leave a customer hang and ignore them. From reading fortec's responses to me I don't think the gentleman understands english very well so I am guessing that he was having some trouble understanding what I was trying to say to him. That's not his fault I'm sure he was doing his best. But, if Fortec is selling in the United States then they have to support in the United States as well. I appreciate your site Sadoun and I am not faulting you in the least. I use the site a lot and I intend to purchase from you in the future but to set the record straight. I am a paying customer of yours. ops:

[sesep]

Hello SADOUN,
what is your answer now???

:lol:

[Sadoun]

aar5ac

Ok Great. Welcome our customer. Maybe you should have posted you inquiry here first.. :lol: :lol:

As you know playing with the software could create problems as you have already experienced. That is why we have put notices on the website not to load any software to the receiver unless you are 100% confident about what you are doing. Many things could go wrong. In addition, that voids the warantee.

See for example the "Note" at the bottom of the page here:
http://sadoun.com/Sat/Products/Forte...vers/786v3.htm

Having said that, now to the problem at hand:

~ What is the Windows version you are using?

~ I recommend that you leave the receiver alone and not do anything with it at this time to avoid further damage.

~ Most likely there is nothing that you can do at your end at this time that will resolve the problem with your receiver.

~ Follow the return policy here http://sadoun.com/Sat/Shipping/return_policies.htm and send your receiver to us to inspect and repair.

~ If the receiver BOOTs, there is a great chance it is fixable.

Happy Thanksgiving. :wink:

[aar5ac]

Sadoun my friend. I am not having any trouble with the receiver. It works great. The problem is with the STB editing software which will not work. I posted here a few times a few weeks ago. (see the 786V3 & STB editor postings that I did.) After contacting fortec he sent me a new firmware file without any instructions on what to do with it or if it would help. In looking at my original posting you will see that I emailed him back because I had read your warning and I didn't want to upgrade the firmware without any instructions on what to do and if it would help. I did upgrade the firmware using the DVB786V2-APPL-1_PAL17.zip file that Fortec had sent me. I had emailed him to check on this file because seeing the "pal" application I wanted to make sure this wasn't the european file version. He had also sent me the boot loader file to upgrade with (This application is also in the STB editor). I ran the firmware file and the reciever came back up with all my channel info and xponder info intact just as it should, but the STB editing software still did not work. I had sent him a copy of my saved info from the receiver to see if he could open it on his end. I would almost think that others have had the same problem. It seems strange that it would only effect my unit. As stated in earlier postings I have tried 2 computers, 1 running windows 98 and 1 running windows XP. After the receiver downloads the receiver channel and xponder info into the editor, the editor go's into an application halt mode and then the STB application terminates. To save the info I went thru the back door of the editor and used the STB to File mode under the tools menu so with that I am able to save the downloaded file and I sent the file I saved to fortec and to your customer support to see if they could open it. Again, I am having no trouble with the receiver at all, it works great! I am satisfied with you and your customer support warned me that there is not much you can do about the software not working although he said he would look into it and call me back. So no problem with you. And because of your warning about the customer messing around with the firmware I waited until fortec told me exactly what they wanted me to do so I did the upload on the receiver. The only disappointment is as you know the transponder and channel files begin to get quite big and having use of the editing software would be a blessing, not to mention you can't add a new satellite without it.
Thanks and I will purchase from you again in the future

[dtsexpert]

Douglas,
I have not used the STB editor so I don't know how it work, and properly will never use it. Here is the reason why, I personally don't like to take more risk to dowload then upload files between PC and receiver. Just my opinion. Yes, you have your right to request more support or ask any questions about official software if it does not work as you expect. No doubt about that. I guess the reason why you have not gotten much help on your problem becuase not many users use STB editor. As I remember, there is a "how-to" thread about STB editor on this section. Have you read it yet?
Michael

Originally Posted by aar5ac

Sadoun my friend. I am not having any trouble with the receiver. It works great. The problem is with the STB editing software which will not work. I posted here a few times a few weeks ago. (see the 786V3 & STB editor postings that I did.) After contacting fortec he sent me a new firmware file without any instructions on what to do with it or if it would help. In looking at my original posting you will see that I emailed him back because I had read your warning and I didn't want to upgrade the firmware without any instructions on what to do and if it would help. I did upgrade the firmware using the DVB786V2-APPL-1_PAL17.zip file that Fortec had sent me. I had emailed him to check on this file because seeing the "pal" application I wanted to make sure this wasn't the european file version. He had also sent me the boot loader file to upgrade with (This application is also in the STB editor). I ran the firmware file and the reciever came back up with all my channel info and xponder info intact just as it should, but the STB editing software still did not work. I had sent him a copy of my saved info from the receiver to see if he could open it on his end. I would almost think that others have had the same problem. It seems strange that it would only effect my unit. As stated in earlier postings I have tried 2 computers, 1 running windows 98 and 1 running windows XP. After the receiver downloads the receiver channel and xponder info into the editor, the editor go's into an application halt mode and then the STB application terminates. To save the info I went thru the back door of the editor and used the STB to File mode under the tools menu so with that I am able to save the downloaded file and I sent the file I saved to fortec and to your customer support to see if they could open it. Again, I am having no trouble with the receiver at all, it works great! I am satisfied with you and your customer support warned me that there is not much you can do about the software not working although he said he would look into it and call me back. So no problem with you. And because of your warning about the customer messing around with the firmware I waited until fortec told me exactly what they wanted me to do so I did the upload on the receiver. The only disappointment is as you know the transponder and channel files begin to get quite big and having use of the editing software would be a blessing, not to mention you can't add a new satellite without it.
Thanks and I will purchase from you again in the future

[aar5ac]

Hello Micheal:

Yes, of course I have been over everything ad neauseum. I have read every thread and researched everything available on the net. The problem is if the application terminates without allowing you to even view your saved file, reading all the threads in the world on how to use the editor are not going to do any good. You can't get on second base until you make it to 1st. :? I need the editor for number 1, because the sat and xponder programming on the receiver has involved so much work I want a saved file incase if the receiver ever burps and the eeprom boots wrong so I don't lose it all and secondly there seems to be no other way I can find to add a satellite without the editor unless if the new satellite occupies the same E or W position that the old satellite used, unless if I go back to aiming by disqec1.2 and I don't want to do that. I had tried moving the dish by 1.2 but the dish was moving too much each press of the button to do it in a timely way manually.

[pa28pilot]

Originally Posted by aar5ac

Hello Micheal:

Yes, of course I have been over everything ad neauseum. I have read every thread and researched everything available on the net. The problem is if the application terminates without allowing you to even view your saved file, reading all the threads in the world on how to use the editor are not going to do any good.

For the record, I have a Fortec Star 9800HDD I bought from Mr. Sadoun and have exactly the same problem. One of the primary reasons I chose the Fortec Star was the availability of PC software for management of transponder and channel data, and to date, have had no luck except for backups.

I had about a 90 minute phone call with one of the management at Fortec and found them to be nice folks, but the upshot was that they said to not even expect a bug fix. I then asked them to release their interface spec so that I can write my own. There are enough technical folks in the satellite hobby that I believe an open source effort to write a loader would be welcome.

I like the 9800 HDD a lot despite its rough edges but I may think twice before I buy another Fortec Star product.

(I am wondering whether it's the multiple byte channel names on the Asian muxes that it crashing the STB loader, but you'd think that since the software came from Korea they'd handle that. )

[Nsat]

The fact that Sadoun.com is offering this forum for its users says a lot about the customer support offered by them. I have had fine experience with the staff at Sadoun and Fortec. They seem to know their products. I have also seen the Installations Support page on www.sadoun.com and it has been very very helpful when I installed my dish.

Having said that, no product is perfect. However, compared to other brands, the fortec receiver (I use a 786v3) stands out. I've used a Coship and BEC before and they don;t even compare to the quality of the Fortec. :roll: