Dish Network Complaint - Horrible experience with Dish Network
I always knew and heard stories about how Dish Network sucks. But Dish Network actually proved it to me that in fact they do SUCK. Imagine getting a horrible service even before you are a Dish Network customer. Well that happened to me this week and I want to share my experience with all of you. So you can make your decision of getting Dish Network at your own risk
So here goes my story:
I will start from the beginning - Based on my wife’s crazy money saving idea, great channel selection offered by Dish and the coupon we got in the mail we decided to sign up for Dish Network service earlier this week. First of all it took us hour and a half to sign up for the new service which is ridiculous. While I was talking to the sales guy I told him in the beginning that I do not want DVR upgrade because I didn’t wanted to pay extra $6/month. He said it was no problem and he can take it off but in the final quote for the bill he included the DVR fee thinking that I would forget and agree to it. So I protested and he said he can’t do anything now since the set up has been already done. So I had to talk his supervisor for another 15-20 minutes to get it taken off……this should’ve been a sign from the start they try to cheat you. But here comes the good part about their horrible service:
So after clearing the 1.5 hrs long sign up process we were suppose to get it installed yesterday (Thursday 6/9/11 between 12 PM - 5 PM EST). But the installer never showed up or called even after several attempts to contact him. I wasted 5 hours and didn't even receive a single phone call on the status. So I contacted the customer service dept and they themselves couldn't get in touch with the installation department – I guess they were getting drunk on job (this is a big issue in itself for a company when their own people can't connect internally). Then I finally got a call from the installer at 8 PM EST saying he will show up next day on Friday 6/10 at 8 AM in the morning. But GUESS WHAT? Once again he never showed up.
So here I go again calling the customer service department and they put me on hold for 25 minutes while they contacted the installer. He (installer) or his manager told them now they can't come till Monday 6/13/11. So why the hell did he tell me Friday morning and didn't call back to say he can't make it Friday morning - Completely unprofessional. I am a patient guy, if I would’ve received a phone call from the installer telling me that they can’t make it for some reason I would’ve been fine. But to make me wait again this morning and keeping me guessing when he would show up illustrates lot of unprofessionalism on company’s part. Based on my original wait of 5 hrs from Thursday I should've been on their priority list. I mentioned this to Dish Network but the awesome reply was "that's the way it is....they can only do it on Monday 6/13". This was said without any apologies or concern on their part. Therefore, I went ahead and canceled my new service request.
I contacted Tommy Faust with their executive office team. Let’s see if he replies back to me. I hope he kicks some installer and his manager ass. If that was my company I would fire these guys. I mean can you imagine how horrible it looks for the Dish Network business to a potential new customer. I had all these problems when the service is not even installed and I am not technically a Dish Network customer yet. I can't even imagine what kind of problems I would’ve had later on for next two years. I by no doubt contest that the company has good products to offer however, their customer service is a BIG ZERO.
This makes me wonder if their senior management is aware of all these customer issues. Because any competent management will take charge on these issues especially if they can be fixed easily. I mean who wouldn’t want high customer satisfaction since that turns into high revenues, greater market share, etc. But on the other hand they could be aware of these issues and are incompetent, greedy by trying to cheat their existing/potential customers, or they simply don’t give a F**K about the customer or company image. If I was one of their senior managers I guarantee I can increase their customer satisfaction by a huge percentage resulting in significant increase in market share………But I wonder if the damage has been already done ;)
If you know someone family/friends who are thinking about getting Dish Network please make sure to tell them “Beware and Get it at your own risk”. On the final note: You can feel free to recommend Dish Network to your enemies and the people you hate.