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Dish Network - Echostar Communications Dish Network service refuses to offer fair replacement for 921 receivers with common bugs. Englewood Colorado
Dear EchoStar Communications / Dish Network,
I writting in referrence to the problems with my 921 receiver that I bought about a year ago. I am also sending a copy of this to the better business Bureua I feel that after the $500 I paid for this unit, that was apparently flawed by design, I should be moved to the 622 for no charge. Following are just a few expamples, and by far not all inclusive, of the problems I have had from day 1.
I had my DVR 921 installed for a week. It worked ok overall but every day or so it seemed to freeze up (most often when recording) and would not access the 2nd tuner. The program guide will come up and when I select a channel, the info banner comes up but the screen just stays black-no picure or sound. I have to unplug and reboot and then everything is OK for another day or so.
We had our 921 for about 2 months and there were several problems. The software wass definitely buggy. Every so often it gets stuck in stretch or zoom mode and we have to reboot numerous times to get it back to a regular format. We seemed to get more break-up and pixellation with this unit in general versus our previous, and free, 501 Dish PVR. Local channels coming in via the antenna on the Dish 921 are also way more susceptible to lost singal.
The current and most annoying problem is "The Black Screen of Death". I'll checking out the DVR catalog of prev. recordings and when I try to go back to the show, I can hear it and see it on the edges but with a BIG black box in the most of the screen, or the whole screen is black. Once you get that screen, the only otion is to reboot and you lose everything.
I've done my research and these problems are happening to a lot of people.
Check out "http://www.pvrblog.com/pvr/2004/01/dishplayer_dvr_.html" "http://www.ripoffreport.com/Satellite-Companies/Dish-Network/dish-network-ceo-charlie-ergen-E7MD5.htm" for examples of the exact same issues. The problem from day 1 has been poorly written software and the pushed down updates/fixes only seem to break the unit more.
I have called Dish's Tech support on many occasions only to get I'm sorry and pass info along to the software engineers. Most recently I was offered to move up to the new 622 for $300 with a $200 rebate if I give them back my 921, or try swapping my 921 it for another 921. From what I have found reported, swapping the unit for the same does not fix the problems. I tried to reason with the rep that I sould not have to pay anything since this unit, that I paid over $500 for, has never worked right from day one and is not working right due to an obvious software design flaw. I was told she is not able to do this. I am willing to give the new receiver a chance if I can get a fair trade.
Terry
Fort Worth, Texas
U.S.A.
2 Updates & Rebuttals
Terry
Fort Worth,Texas,
U.S.A.
Already Threatened to Cancel
#3REBUTTAL Individual responds
Mon, May 01, 2006
Thanks for the suggestion.
I already went down that path. They didn't seemed to care and even offered to put me through to their cancellations deptartment. Instead I insisted on speaking to someone higher up and the put me to their Executive Service something or other and they gave me the same song and dance.
They stated they couldn't offer to do anything more than the same replace with same buggy model receiver or I can pay $300 bucks out of pocket now to be put on a 6 week waiting list for newer model system and that they will give me $200, lord knows how long that will take them, for the $500 dollar system I bought 1 year ago.
They flat out refused my counter of just send me the new box when they have it with no money out of my pocket and I will send them the piece of SH*T 921.
I wanna cancel but no-one else offers the same service I want, HD DVR, with HD locals.
I can only hope my BBB complaint results in something positive.
Lori
Kalkaska,Michigan,
U.S.A.
Tell them you want to cancel.....
#3Consumer Comment
Sat, April 29, 2006
because you're moving to cable. If you stick by your guns, they will transfer you to another dept to convince you not to go to cable. All of a sudden, you'll get whatever you want.
I had Dish for 8 years, and finally gave up to go to cable. At this point, they were willing to replace my equipment and give me 2 free months! (I turned it down, I had already had the cable installed). Give them a run for their miney, and let us know what happens!!!