Dish Network Informative - AT&T will do well to separate from Dish Network
BAKERSFIELD, CONNECTICUT -- I recently purchased a home, and switched my telephone, internet and television services to the local cable company after being a long-time customer of AT&T for phone and internet, and a short-time customer (eighteen months) with Dish Network. My decision to switch service providers was due entirely to my experience with being a Dish Network customer.
If you choose to do business with Dish Network, be prepared to devote at least forty minutes to any one service issue, should you try to resolve that issue over the phone. I paid for service in three rooms, and while the receiver for two of the locations worked fine, I had problem after problem in the third location, in spite of many hours on the phone, and changing out the receiver three times.
If you have someone from Dish come out to your house after installation to resolve a problem, it's a $99.00 service call - period, end of story, even if the issue is with the equipment that Dish provided, or with the initial installation. My problem with the third location was on-going from the initial installation: it was reported as such in a timely manner, and they still tried to charge me. It took a good half-hour and much forceful persuasion on my part to get them to waive that service charge, which they finally did. When the technician left(he was there for the better part of two hours), the problem seemed resolved. When I turned the receiver and the television on at that location a few minutes after the tech was gone, the same thing that they came out to fix was happening again. I called Dish, and they said that all they could do was send out another receiver, as they were sure that was what the problem was. New receiver arrives, I'm on the phone for just under eighty minutes for what they refer to as a simple swap-out, it finally gets up and going, and when I went back to view television in that room later that same day, once again I had no service in that location. This same scenario was repeated yet a third time. I never got the service that I paid for to that location.
Due to the amount of time that it takes via phone to get the replacement receivers up and running, the issues with this location were ignored until I had the time to call Dish, wait on the phone to get to someone who could respond to the issue, do the dance with trying to get the receiver to work, being told once again that they would send me yet another receiver, wait for the new receiver, call Dish back to get someone on the line to help me program the replacement receiver - only to have the process repeat itself, and then having to box up the old receiver, take it to the nearest UPS location to ship back to Dish, only to be charged $99.00 because they say didn't receive it prior to the billing cycle, which means another phone call - in short, Dish Network has such poor customer service procedures in place that it simply isn't worth dealing with them. They think nothing of the time that it takes their customers to resolve issues with the services that they are paying for.
The people that I dealt with ranged from friendly and polite (if ineffective in resolving the issues that they were addressing) to downright rude. And when I canceled the service, I was once again on the phone for an extended period of time with a "customer retention specialist", a very friendly, almost unctuous fellow who specialized in trying to close the barn door long after the horse had departed.
Add to the excessive time spent a level of frustration in having to constantly deal with trying to make a company provide you with the services that you're paying for and not getting, and it simply makes sense to avoid Dish Network. They apparently are not capable of providing the customer service and/or problem-solving skills necessary to competently conduct business in this industry. I will continue to advise friends and associates to seek similar services elsewhere.