Bill and Pam Brightwell have been in business as Digital Satellite Systems of Santa Fe for 21 years — 20 of those years with DISH. They are in their first year with the CEDIA program.
They have a unique workshare arrangement with 13 Santa Fe-based Control 4, Savant, Elan and Crestron dealers, and are able to provide good customer service through their network of local dealers.
One recent trend they are seeing is the replacement of Direct TV systems with Hopper-based systems from DISH. DTV is helping them make the case to switch to DISH with poor customer service and they’ve relied upon DISH’s concierge service to handle damage control, help solve problems and provide the level of quality service that matches their clients’ expectations.
90% of the reason people are switching is that they are looking for better customer service. The DISH JD Power award factors heavily into their decision to switch.
replaces them with DISH service
Long hold times with DirecTV and improved DISH picture quality are also factors. “Customers are now mad at us,” says Bill, “why didn’t you tell us about DISH sooner?” “They also really like the integrated Hopper voice control”, adds Pam. “They are excited that the voice allows them to control devices without a control system.”
Digital Satellite Systems has only two employees – Bill and Pam. Bill claims this is how they can keep their quality high. Bill handles outside installation while Pam installs the receivers inside. “I give our customers a 30 minute tutorial at an installation,” Bill says. “I tease them that there will be a test at the end.”
In one recent remodel job, Bill said that the integrator couldn’t understand why the job wasn’t working. He had rewired the entire house. Bill and Pam were called in, and were on the phone with the concierge program showing them pictures of the wiring, and eventually they discovered the dealer used wiring that wasn’t satellite compliant. They needed to work with the dealer to replace the wiring in order to satisfy the client. The Brightwells have cited the Concierge program and DISH’s willingness to invest in its world-class technology as reasons to keep coming back to DISH.
Editor’s NOTE: 3GHz RG6 is required from LNB to solo hub and from hub to Hopper, however low frequency rg59 can be used to transmit MoCA to Joeys. Maximum distance from the LNB to the Hopper and hub to Joeys is 200 feet. RG59 can carry MoCA just fine. The MoCA bands we use are in the 650-875 MHz range. Here’s a breakdown of the frequencies used over coax for a Hopper 3:
