Dish Network Complaint - Being A Dish Network "Top Customer" Means Nothing!
ENGLEWOOD, COLORADO -- I have had service at my current address since 2003 and for four years before that at a previous house. I have the big service package with every freaking movie channel and have never been late on a bill. Altogether, I have paid Dish in excess of $13,000 in the last ten years.
In June I called to report that my receiver was going out on an intermittent basis. After some testing, the tech person said that Dish needed to replace the receiver.
The replacement receiver arrived and was scratched and dented. It looked to be much older than the receiver it was replacing. It wasn't a big deal that it looked so much worse than the other, but it had problems sometimes recording and at those times was MUCH noisier. Live television was fine but recordings had a poorer quality picture and would occasionally scramble. I can always tell when the problem occurs because the receiver makes a loud, grinding sound. There is obviously something wrong with the hard drive.
Of course, it doesn't happen all of the time and never at the same time I call Dish. When I called the second time in June, the problem had again occurred the day before. As usual, part of a show was missing the picture and was audio only. Testing presented no solutions. The tech person told me to call again if it continued.
The next call I made was in October. That tech person was awesome and walked me through a number of tests. What I really liked about him was that he acknowledged how frustrating it is to have a problem that comes and goes just enough to be annoying. Not a huge deal, but a big enough deal when I am paying over $100 a month for not great service.
That tech guy told me that he would note the records so that if I called again, I wouldn't waste so much time. It would be noted to replace the receiver if the problem persisted.
Today I called to report that I experienced the same problem last night when we were watching a recorded program. The tech guy I reached began to go through the same routine as I've been put through twice previously.
I asked him to please first review the records and see the call in October where I was promised a replacement receiver. He said it was not that easy.
Really? It's not that easy to simply read the notes and do what was promised?
As the call progressed, the tech person became annoyed with me because I was insistent that he read the records before proceeding with all the tests he wanted to do. I explained I did not want to interrupt my house-guests that were watching television especially since he could look at my previous contacts for all the information he would need. He refused and said that I would have to call back when I could do "as instructed."
I pay enough, I think, to rate being listened to and to have my statements acknowledged. At the very least, the tech person should have taken the time to read through my records instead of being a robot going through the motions.
I was told in October to call if I continued to experience problems and that my receiver would be replaced. Did that guy lie? Now I don't even know if the records were truly noted and the guy today refused to review them and tell me whether or not notes were on my account.
Direct T. V. here I come...