Sorry there is nothing in writing, available to you the Customer. All the details are contained in a National Installations Bulletin, from over a year ago, where the end date of the Free Upgrade Program has been extended and does not have an end dates as yet.
Express Vu's Inventory control is so poor they have no idea when a Customer has bought a System or a Receiver and even if they do know, somewhere inside Express Vu, that information is NEVER supplied to the Installer.
The problems arise because they changed the way Systems and Receivers were boxed.
A couple of years ago, Systems were packaged in a box large enough to contain the Dish, and the Receiver. The Receiver ONLY package was just that. This changed slightly with the introduction of the 6120, which was a large box containing a Standard Move Dish, a small package containing the Upgrade Kit and the Receiver. The Receiver was exactly the same receiver box that was used for a Receiver ONLY, so here is where the confusion started.
If the installer arrived and the Large box was sat there for him, no problem, he would use all the parts that were contained in it. If however the Customer had taken the receiver out of this large box and maybe sat it under the TV etc, to see how it would fit and the large box was in the basement when the Installer arrived, the installer would provide another Dish & Upgrade Kit.
Remember, the Installer will only get paid if he does the work, he gets nothing for an aborted call, or if there is no one home etc.
Inventory Control is so poor that Express Vu never know or seem to care if the Installer used a Dish and Upgrade Kit from his Inventory.
Then enter the 9200 / 9220, this is when the confusion really appeared, BOTH were packaged exactly the same for the first 18 months, each contained the 9200 Receiver, Dish, SW44 and the extra LNBF. There were bright yellow stickers on the 9200 saying they were for "Existing Customers ONLY". Inventory levels were so low in the early days that Installations were being canceled because the Installers only had 9220 not 9200's. This resulted in very angry Customers and very angry Installers, as even though they did NOT have the correct equipment, Express Vu insisted that they still drive to the Customers to explain......
So the outcome of all this is that they, Express Vu, will know somewhere just what you bought, but the Installer has no idea. As an Existing Customer it was always the norm that you could NOT buy a System as you already had a Dish, this changed with the 6120, the 9200 / 9220 further complicated the matter, the new 9242S / R does not help.
Sorry I cannot provide any firm black and white document but one really does not exist, apart from an internal one.
The Free Upgrade Program is still ongoing and my understanding is that ALL active receivers will be Upgraded for FREE along with the new receiver, providing you DO NOT have Nimiq 2 programming right now.
If you already have Nimiq 2 programming or if you have hooked up your 9242 / 9200 / 6100 and activated it on Nimiq 1 ONLY, you will be charged for the Upgrade Installation and / or Service Call.
