Dish Network Informative - Dish HD DVR 921
GLENSIDE, PENNSYLVANIA -- I have been a customer of DISH Network since August, 1996 and never experienced any problems with DISH until I purchased the 921 receiver. In December, 2003 I called and ordered the DISH HD TV package that included a 34" HD monitor and the 921 HD receiver for a total cost of $995.00 The receiver was delivered via FedEx within a few days. The monitor was delivered by the installer at 8 PM on December 24. The installer stated that they needed to replaced my old dish, but since it was so late, they would have to come back. I called and rescheduled a service call for a week later. Unfortunately, it snowed the day before the scheduled installation and I had to call and cancel the visit. I called to schedule another service visit and then call and cancel due to weather several times and did not get the new dish installed until April, 2004. I own a three story Victorian house and my old dish was attached to the chimney above the third floor roof. When the installer arrived and wanted to know where the old dish was, I pointed it out to him. He told me that the third floor roof was to dangerous for him to climb up to, so he was going to put the new dish on my front porch roof (which is two stories below the old dish). I wasn't happy with this, but I didn't want to try to force the installer to climb up where he felt it was dangerous. It took me a year and a loss of signal reception before I could get an installer out to put the new dish back up on the chimney.
About a week after the 921 receiver was hooked up, the picture froze up. I couldn't get any response from the receiver using the remote control. I tried to correct the problem by turning the receiver off and then on again (at the receiver) to no avail. I called customer service and I was instructed to reboot the receiver by holding in the ON/OFF button for ten seconds. This corrected the problem. I was dismayed when the problem occurred again a week later. I called customer service and was again instructed to reboot the receiver. After a few months, the freezing problem began to occur every few days. I had stopped calling customer service about this. After about six months of putting up with this problem, I called and demanded another receiver. Another receiver arrived in a few days via FedEx and I was outraged to discover that the replacement was not new, but a rebuilt system. I called and complained and was told that I could return the receiver, but that was all they were going to do for me. I installed the replacement and again experienced the same freezing problem as I had with the original receiver. After a year, this replacement totally failed and I had to go back to using the older received.
Early in 2007, I had gone to DISH's website to pay my bill and noticed that there was now a new HD receiver being offered. I called and told the customer service representative that I'd like for them to replace my 921 with their latest model. I was told they would not do that, but I could buy the new model if I liked. I hung up.
Since May, 2008 I have been getting mail/phone calls from DISH about a free upgrade because they were changing their HD programming. I called to schedule a service visit and was asked for a credit card. When I asked why, I was told that the new receiver would be leased and they needed the credit card in case I moved and didn't return to them the receiver. I explained to the agent that I owned my 921 receiver and I wasn't about to start paying for another receiver. I was told that this would be my only option, so I told the agent what they could do with their lease and hung up.
I have reached the end of my rope after five years of problems with this 921 receiver. The 921 is DISH's first foray into the HD field and I believe that it is a BETA model. I am going to file a complaint with the Colorado Better Business Bureau, the Pennsylvania Attorney General's office and the Colorado Attorney General's office. If that doesn't get me any results, I intend to take them to small claims court and sue DISH for the $998.00 that I paid for these two system. I urge anyone having thew 921 receiver with the same and/or other hardware problems to do the same.