Dish Network Complaint - Poor Installation and Customer Service
FEDERAL WAY, WASHINGTON -- Since most of you might not read this whole cathartic story, my hint to you is that if you are thinking of switching to Dish to save money over cable, call your cable provider first. When I called to cancel with Comcast, the CSR said he could have given me a lower price than Dish, with a DVR, without all the hassles!
Here's the basics of how it went:
Had Comcast for many years. Was OK, but wanted DVR capability, and a seemingly nice Mormon door-to-door salesman (salesboy?) happened to stop by in a moment of vulnerability!
Installation scheduled within a couple days--great!. Installer from local contractor shows up at 6pm, stays 4 hrs to install (I wasn't home, so this is what my husband reports here). Guy wants to put dish on front roof, but hubbie says no way. So he installs it on side roof. We have to borrow a ladder from a neighbor, because the installer doesn't have one long enough! Unbelievable. Hubbie has to go out and hold the ladder for the guy. Guy can't get the service to work, but it's dark and late, so he leaves.
Installer comes back next day and spends two more hours fiddling around before he gets it working. Now my 16-yr-old son has to hold the ladder. Hubbie comes home, everything seems OK. Hubbie signs installation order, not knowing he was signing an 18-month contract.
Hubbie starts surfing one of the TV2 sets (we have two dual receivers, four TVs). Remote freezes--no more service there. Upstairs TV2 also doesn't work. TV1 sets work. Really bad timing since all the series finales are on that week :-(
I spend an hour on hold and talking to tech support the next night, and trying a variety of troubleshooting routines. She says both remotes are bad. Yeah, right--what are the odds of that? She says she'll send new remotes--I say send out a technician!
Only time a tech can come is the Friday morning prior to Memorial Day betw 8-12, which really makes us mad because we need to leave by 12 for a road trip across the state. Guy doesn't show by 12, calls at 12:15 to say he's late (duh!) and won't be there for two more hours. I tell him "don't bother" since we need to leave, and he says "you are cancelling your appt?" What nerve!
I spend an hour complaining to CSRs and managers over the weekend and trying to get another appt. They say it will be another week till someone can come out. I am really getting angry at this point. They finally agree to send someone out on Tues, but I have to take the day off without pay to sit home and wait. They give me two months of service free (nice gesture, I guess, but it doesn't begin to cover my lost wages for staying home).
Guy shows up midday (was the same one who didn't show on Friday) and he messes around for 45 mins, can't get anything working. He says both receivers are bad on tuner 2. That is totally crazy in my opinion. He calls Dish on his cell to get new receivers sent out. He is on hold for ten minutes (they have to call the same customer line we do), talks to a guy in India, then gets transferred and dropped! He says forget it and that I will have to call. I say no way should I have to be responsible for making the call. He says he's not using his cell minutes to sit on hold for 2 hours. Geez! I offer him my landline, but he won't do it. He says someone from his office will call me later, then leaves without leaving me any paperwork, so I don't even know what company he works for!
I call Dish that night, and miracle of miracles, I get a tech support guy who actually knows what to do. He runs me through a few steps on each TV and voila, everything works fine!
So we will see if the free months show up as promised. The only problem left is a static sound on one TV, which I know is due to the satellite cabling, because it's not there when we use the DVD player. But I dread calling Dish to get it fixed. No doubt they'll blame it on my TV set....
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