Pegasus Satellite & Electronics

Policies, Service Rates and Warrantees

Policies:
This listing may not be all inclusive, but it will be improved as time goes on. Thanks.

Payment is due upon completion of service. This means that when we have finished the service call, you pay us for the services rendered and invoiced by check or cash.
(We do not accept credit cards)
If the service call cannot be completed because customer cannot or does not want
to pay for needed equipment or materials of the service they have requested,
then it is considered a completed service call and billed accordingly.

To request service without the ability to pay constitutes fraud. Don't do it.

When the service call is done: If service has been halted by the service person due to needing to order or obtain materials, then the service will be suspended to resume at a later time and will not be billed unless customer doesn't make available the time during standard business hours, and then we will send a bill for expended time and materials.

Service Rates and Warrantees for services are listed on another page.

 

Service Rates

Standard Labor Rate is 50.00 per hour, first hour minimum

Monday - Friday  9am to 5pm

Nights and weekends 65.00 per hour by appointment

30.00 sur-charge for "Rush" appointment/service

Trip Charge of 50.00 per hour starting from our office, less 30 minutes
Does not apply to Chino, Paulden, Prescott central, and Prescott Valley central.

(This is due to some long, bumpy dirt roads we have experienced getting to you folks in "the boonies")

If you have a failure with a System purchased from us...

Please, Call Us!       636-5249

Calling the DISH Network 800 number and talking to the Customer Service Representatives (CSRs) is okay, but please note that sometimes you will be talking with Cue-Card readers based in India or Philippines who do not have the experience to go farther than what they read to you.
If you don't get an American, hang up and try again.

Use the 800 number for changing programming or billing questions, or to ask for assistance when it's "after-hours", but remember that the CSRs are not as experienced as the folks at Pegasus Satellite & Electronics (PS&E) who have been selling and installing satellite for the past 18 years here in Chino Valley.

Warrantees

Systems are warranted by Manufacturer for defects and workmanship for one year from date of purchase. PS&E has no control over Dish Network warrantee,
please read owners manual for details.

PS&E provides a 1 year warrantee on our installation to perform repairs to the system should a defect arise. Also system materials such as coax and connectors installed and provided by PS&E will be warranted for 1 year for workmanship. This includes exterior connections for weather proofing against water damage to cables and connectors.

Warrantees does not include shipping charges.
Warrantee void if system and or materials have been serviced, damaged, or altered by customer, animals, or another service entity, including any service people
sent directly from DISH Network. You should always contact your local
installing dealer first for both in or out of warrantee service.

If you purchased directly from DISH Network, Telemarketer, or "sales only"
retailers, then you do not have a local installing dealer.
I understand DISH Network will send a service person out for 59.00 an hour.

That's 9.00 more per hour than Pegasus S&E,
and to have a lesser experienced service person sent from where? Phoenix?

Of course, we will be willing to repair or service your system
at our normal service rates plus parts.

1/30 Day DOA warrantee

DISH Network warrantee provides us for a 1/30 day DOA swap-out of defective equipment, therefore PS&E will also do a 1/30 day DOA swap-out of defective equipment.

What this means- If your receiver is defective from normal operation within 1 day
we will swap out the defective unit with a new replacement, or a
refurbished "like new" within 30 days of installation.
This is not our policy, but DISH Network's policy.

Otherwise, defective equipment MUST be sent to DISH Network for
in-warrantee repair as per their warrantee dictates.

(Writer's opinion) They must figure since you got it for free, they don't need to fork out a new one after 24 hours. We'll show you where we get this in our info from DISH, because a DISH CSR wouldn't admit it to you during a sale, perhaps even go so far as denying.
They will never see your face, nor would you see any of theirs. Come see ours.

Defective Component "Advance Exchange"

Dish Network has an “advanced exchange” system for getting you your replacement receiver in a short amount of time. Basically, they will charge you for 15.00 for shipping (because shipping is not covered by warrantee) and send you a replacement unit with a pre-paid shipping label. When it arrives, swap out the unit and put it in the same box, attach the label, and drop it off at the shippers.

But if it's during the first year, we would come out and determine what has
failed on the system, handled "return authorization", return to reinstall the
replacement part and drop off defective part to shipper, as part of our warrantee.
(Trip charges apply for distant locations.)

Warrantee does not cover acts of God.

You are expected to know how to operate your TV and VCR. Many times we
are called out to put the TV on the correct channel or problems with those items,
and that is not covered by any warrantee!
Just because we put in a Satellite System, doesn't mean we are
warranting your TV or VCR, or that you know how to use it.
(Yes, some people actually think that it is.)

Do Not blindly trust some Customer Service Representative (who may not even own a satellite system) on the phone to tell you your receiver is defective without calling us first. Most problems are issues that can be handled on the phone, by experienced techs.
(I mean, we get a lot of folks who forget to put the TV on channel 3 (or Video 1).

Multi-functional remote systems are not guaranteed to operate your individual TV, VCR or stereo, and we are not selling satellite based on the remote control or it's ability to control other devices, and has no real affect to your satellite viewing operations. If your remote has been programmed for your TV, VCR etc., you will have to reprogram it again after changing batteries. Please refer to channel 101 for assistance or call us at 636-5249.

 

Home  -  Why Pegasus