KVH Complaint - Beware of KVH if you install their dish yourself.
MIDDLETOWN, RI -- I purchased a TracVision model R4SL, serial # 090601204,
from Hodges Marine Electronics of Tampa, Fl. on June 23,
2009. I installed it on my motor home using your easy to
follow and complete “Installation Guide” provided with
the unit. I had no trouble with the installation and
connected it up to my Direct TV receiver. After double
checking everything, I turn it on and heard the TracVision
moving. After 15 minutes of listening to it move back and
forth, up and down, I shut it off and called the KVH Technical
Service group. I received a call back in a few hours and
after explaining all of the above, I was told I had to have
the unit reprogrammed. The service tech gave me the name and
phone number of the nearest KVH dealer. After explaining all
of the above again to Jeff of Sound and Video Solutions,
Macon, Georgia, I made an appointment to have them reprogram
the unit. I drove my motor home 110 miles to Macon. Sound
and Video Solutions plugged their computer into the data
port and after a few key strokes, and less than 10 minutes,
low and behold it worked.
This is where the problem started. Sound and Video Solutions
gave me a bill for $150.00. When I questioned why this
wasn’t covered by warranty, I was told if I installed the
unit myself, the warranty did not cover reprogramming and
because I bought the unit over the internet, my warranty was
no good anyway. He also told me that my unit was a 2009
model, but the software was 2 years old. He said he could
update the software for an additional charge. WHAT GOES????
KVH own people told me it had to be reprogrammed. I would
have fully expected a charge if the installation was
incorrect and had to be fixed; however, there was absolutely
nothing wrong with the installation. KVH people told me it
had to be reprogrammed, but never said anything about not
being cover by the warranty. Neither did Sound and Video
Solutions until after they had it working and gave me the
bill. I reluctantly paid the bill and called the KVH Tech
Support back complaining about being charged for
reprogramming. This time I was told the same story, self
installations are not covered.
If indeed this is KVH's company’s policy, why do they
include a detailed installation guide, even including what
tools you need to complete the installation? Why is there no
mention of this in your warranty? Why didn’t the Tech
Support people tell me it wouldn’t be covered by the
warranty the first time?
I believe I should get a refund from KVH for the $150.00 I
paid to fix a company caused problem. Surely you don’t
ship units requiring reprogramming before they can be used.
I use my motor home frequently and talk with a lot of
RV’ers. I would much prefer to tell people how good my
unit is and how cooperative the KVH people are rather than
how I got screwed. I sent a letter to the President of KVH a month ago and haven'y heard anything from them. Apperentely KVH does,'t care about customer satisfaction.