Complaint Review: Dish Network

Dish Network Sep 4 through 17th, 2012

9/03/12 Called Dish and inquired about Hopper offer. Told we would have equipment to record up to 6 programs at once, watch live tv. Free HBO, Starz, Cinemax ,Blockbuster at home, Free HD for life. Scheduled install for next day

9/04/12 A subcontractor, Robert, came out and did install.

He used all old Directv connections in attic, and installed main DVR in living room instead of Den. We asked him to put it in the den, and he stated they all work the same, and it doesnt matter. He specifically told Sue she could watch programs in living room if others were watching or recording in another room, she used the example, If my husband is watching football in the den, and something is recording in the bedroom, can I watch what I want in the living room? He said Yes. The signal strength on the dish was 45-55, which he said was fine. He was also unable to program the Dish remote to work on our Emerson 42 HDTV, and said we needed to use 2 remotes on that television. He also told us if we didnt like it, we had a 30 day money back guarantee. He was again asked to switch the Hopper from the living room to the den, and again reassured us that it didnt matter, and he left.  It took over 5 hours for the system to boot, which he told us would take up to 45 minutes, and
he had already left. We ended up calling customer service at about 800 PM, because we couldnt watch or record because there was a big indicator/box on the screen saying System is downloading, and froze at 50%. We lost signal several times. Customer service talked us through a reboot.

09/05/12 More problems. While I was watching the first NFL game, the channel switched to a screen of what was now recording, in all 3 rooms, the same screen, and would not return to live TV on any television.

Again, customer service was called, without resolution. I was told watching live TV while recording was not an option. Again, loss of signal, although it was raining. Every Fedex plane flying by disrupted signal.

09/06/12 More problems. Just a cloudy day, and no signal.

Not even raining or heavy cloud cover. Call to customer service again, who did not understand our issue. They kept trying to tell us we were using Prime Time

Anytime, which was tying up system, which we were not. It was disabled. We did not have a day where the service actually worked.

09/07/12  and 09/08/12 Several disruptions in service, searching for satellite, now on a sunny and windy day as well. We used live chat on several occasions, which had no resolution.

09/09/12  We called to tell Dish to cancel the service. It had been only 5 days, and we never had a day of what was promised. A customer service representative stated they would like to send a new installer to repair their mess, but couldnt for at least 8
days. I said we wanted to just cancel, too many problems, no resolution. He said wait until the tech comes to your home on 09/17/12.

09/17/12 Tech L arrived at 0800. He stated he had no idea we had problems other than to move boxes from one room to another. Didnt know about dish pointing issues or anything else. He was very professional and polite, however I told him we were no longer wanting the service with so many problems, and terrible customer service. He removed all 3 boxes, took them out to his truck, and then called customer service in my presence.

We went through 3 transfers of the call. One of the representatives asked me, quite rudely, how did I have a Dish tech out at our home, did I have a private number I called, she didnt see a service request. The third representative stated she merely had to obtain supervisor approval for a waiver of the early termination fee. I stated since Dish had not provided any of the services stated, and we had not had one day of proper service, that Dish had not fulfilled their obligation. She transferred the call.

An alleged supervisor, M, 303-942-XXXX, Ext XXXXX, came on the line, argumentative, rude and was not listening. She kept referring to the Prime Time Anytime problem, which was never a problem, and stated I had not allowed Dish to correct the problems; therefore I was going to be charged a $420 early termination fee. She stated Do you have it in writing about the 30
day guarantee?, and I stated your tech stated that several times on site, and she should take it up with him. I stated that since Dish had numerous opportunities to correct the problems since 9/4/12, and didnt seem concerned enough to send someone for 8 days since the call on 9/9/12, they were in violation of their own agreement. She stated We will credit you for those days
of service, which would have been the entire time since install of the system.

She kept repeating the same thing over and over, and talking over me, when finally I handed the tech, L, his phone back and said we were done. The tech was informed by M to go back out to his truck and give me back the equipment; he was informed not to take it. She said there was nothing I could do to stop them from charging my credit card the $420. She also said I had no right to record her conversation, which I wasnt, but I did inform her that Tennessee law does, in fact, allow for recording with one persons knowledge, which can be the person making the recording. She argued over that issue as well, which seemed amusing, since they play a recording stating "This conversation may be recorded for training purposes".

Apparently, Dish seems intent on making more from early cancellation fees than retaining customers.

We'll see how this shakes out in court , I am sure I have met all the reasonably prudent standards required to prevail. I will not, however, ever recommend Dish Network to anyone.