Dish Network Complaint - Poor Dish Customer Service And Response
HICKORY, NORTH CAROLINA -- Due to poor and unprofessional installation, DISH network has cost me purchase of new TV and switch back to cable.
On Monday July 14th, I had played our floor model TV until after 11:00 at night and turned off without incident. At 11:45 power went off throughout our house and neighborhood. At roughly 12:30, power was restored. I turned the TV on the next morning – and the Power LED front panel light began blinking. I turned off and on multiple times, and used the TV procedures of trying a system reset. TV still would not come on. I called our local TV repair to remove the TV to their facility for a service call. The repair engineer called me the next day to relate that the main module (DM assembly) was damaged and asked if we had experienced power outage or lightning. I related that we had experienced a power outage two nights previously. He related that the unit would have to be replaced as the DM assembly module was no longer available. The unit was purchased in 2001 for $3900 (we have receipt).
Knowing this I began the purchase of a replacement TV. When the local TV installer arrived to begin installation, he related if there was a reason the Dish coaxial feeds did not go through the installed surge protector. I could not believe it. The Dish tech reps had lied to me!! The TV unit was a 55” floor model that had not been moved since Dish installation – so no one had altered their work.
In addition to this fiasco, immediately after installation we begin losing signal – every time a thunder storm came through our area. After a couple of service calls, I finally got a Dish representative on site. We had less than 70% signal strength. Through changing wires, the external satellite receiver, changing angle, and more – the signal strength got to roughly 80%. Lucky for Dish we had few thunderstorms in 2007 as our state experienced a drought – the TV operated properly. The TV installer checked signal coverage during the install and discovered our signal strength at less than 60%.
This experience has been a nightmare for my wife and me. We have lost a TV unit that cannot be replaced due to technology features (PIP is now limited due to digital signals, etc.). In addition we have the cost of a new TV that we would not have needed – if the DISH installation engineers would have performed what the customer wanted!!
It is not right to present customer service as Dish is doing. I have the signed repair order from our service TV firm stating the problem occurred due to the power outage and I also have the cost of the replacement TV – 2154.26.
I have received a letter from the local DISH general manager (who will not return my call) stating the damage was not the result of an employee of Echostar Satellite. What a joke!!