Dish Network Complaint - Can they be that bad? YES!
WILLOW STREET, PENNSYLVANIA -- I have been a Dish customer for three months. I have never had so many problems in such a short time with any product or service. It all started with the installation. The first installer showed up at 8:30pm on a weeknight, when he was supposed to be there between noon and 5:00pm. School night, so I refused to let him start (thank goodness I did, you will see why later). I called and rescheduled for 5 days later.
Again, they failed to show, but did call at 9;30pm to say they would be arriving in 15 minutes to install the system. Again, a school night for the kids, so I declined. I now had taken a full day off work (4 hours each day), for absolutely no reason. I called to reschedule, and I complained to a "supervisor" in New Dehli about wasting my vacation days trying to get their service installed. They were sorry, and said I could have the sports package for free for my trouble. She said to call back once it was installed and they would credit my account. Cool, that seemed a fair trade for my vacation days.
They sent an "official" tech (a true employee, not a sub-contractor) on Saturday morning at 8:00am, he arrived on time. I informed him right away that I had VOIP phone service, and the salesman had told me to tell the installer so he could make the proper phone line connections. He installed the system, and was done at 3:00pm, skipping lunch. That was SEVEN hours! Now I am soooo happy I did not let them start at 9:00pm. The technician left after checking everything out. 2 minutes after he left my kids said they could not change channels. I spent an hour and a half figuring out that he switched feed wires on the splitters to the two boxes.So much for his "Its all checked and working properly" speech. During the week I was getting pixilation (a bad picture).
I called and they had me test the signal strength. The customer service told me it should be above 60%. When I tested it, it was at 45%. Thats when the customer service tech told me 45% was acceptable. Huh? Two minutes before it had to be 60%, now 45 is ok? She stuck to her second option, and said it was ok. I asked her if the phone connection was working and she had me test it (I know VOIP phone service has data limitations for fax machines and dial-up modems). It was not. She had me check settings, and found that the tech did not change the prefix code for VOIP. I did it, tested it again and it did not work. She told me to go buy a DSL Filter and install it, I did, for $20, and tested again, still not works.
I called and told them to send a tech, the system was still under a 90 day warranty, so I shouldn't be the one doing all the fixing. I still had a bad picture, and asked for him to check that also. He came out, spent 15 minutes and told my wife everything was working fine. The bill came in 3 weeks, more than $75.00 what it should have been. They did not credit the activation fees they promised, had charged me for the phone not connecting and other stuff. I have spent 4 hours on the phone each time I have received a bill trying to get the credits and promotional pricing I was promised. I still have a bad picture. I now find that the tech only tested one receiver when he came (he was the same guy that installed the TWO receivers). I had to buy another DSL filter. I still got the charges for the phone lines. They promised not to charge me anymore. I got another bill, they had charged me for no phone connection, and the activation charge the was on the first, then dropped, magically reappeared. I spent another 3 hours on the phone, again to New Dehli or Dubai, and was promises that I was wrong and they would fix it (they never admit to making a mistake).
I went outside this past weekend, to see if I could get the signal better, there I find my siding laying on the ground. Funny how it's just the siding where the guy had his ladder setup. I called, and after being treated rudely because they could not understand how I missed this for 2 months (its the middle of winter, I don't putter around the yard in 20 degree weather!), they finally agreed to come look at it. I have had it. I wrote a complaint to the BBB, and was called by Dish today. They are giving me $100.00 credit that I do not want, I want them GONE. They refuse to drop the 18 month agreement. I will see what the BBB says. I did not care for Comcast's customer service, but I know consider them angels after dealing with Dish. I keep telling myself "just 15 more months". If the stress does not kill me, it will make me stronger?