Dish Network No credit for bad service and faulty equipment Englewood, Colorado
Switched from cable to satellite for better reception and lower cost about 3 years ago. Everything worked fine for a while. Then a receiver button broke. Spoke with customer service rep when making a payment to report the problem. As the receiver still worked as long as we had the remote, we didn't make a big deal about it.
Then the remotes stopped working and another button broke. Spoke with another rep, but got disconnected. Spoke with another rep a couple of months ago about sending a tech out to the house to replace the equipment - got disconnected.
Called again today - got disconnected. Called back this time instead of putting it off again and spoke with a rep, a supervisor and a rep from exec cust service. Respectfully asked for a credit for 2 months (generous considering how many months I had been paying for this already without service) and for a rep to replace the broken equipment.
Was told that they will not issue a credit as they cannot seem to find any evidence of any of my phone conversations with their reps. Interesting! Absolutely the worst customer service I have ever encountered. Sending equipment back - switching was a big mistake.
Just for the heck of it, I called back later in the afternoon, and guess what. Even though I spoke with 2 reps, a supervisor and the executive customer service rep, there is no record that I called today! What a big surprise!
I've never complained about a company or service before nor have I ever asked for a credit - just paid the bill. During the period of time without Dish service, we used our Netflix; and I was busy with taking care of my Mother. She past recently, so now I have time to chase down the loose ends of my life that just weren't all that important at the time.
What a great company Dish Network is, funny how the customer service survey call I was to receive to rate the service was disconnected too.
6 Updates & Rebuttals
James
guthrie,Oklahoma,
U.S.A.
Dish Receiver
#7General Comment
Mon, August 22, 2011
I'm going to take a wild guess . That you had either a 301, 311 or a 322 reciever. I'm working on a 301 with this problem with the buttons on the reciever. There is 4 plastic pins on the back side of the front panel . That hold each button into place and then the pins are melted to keep the button in place.
The actual mechanical switch is on the motherboard . On the bottom of the button is a arm . That comes out to the switch and when you push in on the button. The arm then pushes down on the switch.
With the exception of the 922 ( it uses capacitive switches ). The other DP receivers have a circuit board attached to the front panel . Where the mechanical switch is on the circuit board. The button then makes a direct contact with the switch. I haven't had any of the other receivers whereby the buttons have broken off yet. But any thing is possible.
The 301 I'm working on . Has two of the pins broken off. If enough of the pin was still there. I would just remelt the plastic back into place. I may have to hot gun the holder into place.
Now I'm not advising any of you to fix your own equipment. Since most of you are leasing the equipment and if you try to fix your equipment . Will be liable for any damage done to it.
You should always let a qualified tech do any repairs to your equipment . A lot of cases if you feel comfortable enough to replace your own equipment. It really isn't that hard to do.
You just set the replacement on top the old receiver and move the cable one at a time to the replacement unit. Then do a check switch and let the receiver do a download . When that is done you call in to activate the replacement unit.
Also the remotes are not that hard to program. If I can teach a 74 year old customer to program her remote. Then anyone else can learn to program their remote. I've even helped customers over the phone to program their remote. Just either read the manual or call your installer for help.
rodshafer17
92504,California,
USA
Lies by dish
#7General Comment
Thu, August 04, 2011
I too was promised a great t.v. experience and unbeaten customer service by dish. Its all lies. I really got a kick out of the dish rep who contacted me after I made my own rip off report and I really thought it was genuine but its just an attempt by a company to do damage control. Dish can't deliver as promised. I switched back to my old provider and found it really was dish that's screwed up. Good luck to you. I just think I'd rather put up an antenna than throw my money away to dish. Dish ex-customer.
Mark H DISH
Englewood,Colorado,
USA
DISH Network
#7UPDATE Employee
Wed, August 03, 2011
Hi Cheryl, I am with DISH Network customer service and would happy to review what is occurring with you service. We do have a Protection Plan to help assist with replacing receivers and remotes. You may contact me at my email; mark.haakenson@dishnetwork.com. Please include the 16 digit DISH account number or full address with zip code.
http://www.dishnetwork.com/supportsection/equipmentservices
Ken
Greeley,Colorado,
USA
Maybe I can help..
#7Consumer Suggestion
Tue, August 02, 2011
What receiver(s) do you have?
What brand of TV(s)?
Usually the remotes will lose the Tv setting when the batteries are low or dead. It has also been know to happen if it's dropped, but not very often.
Not sure if I can help, but I have some manuals for older receivers and currently have a VIP622.
Dish's website also has good information on their equipment and its operation. I think you can even download manuals for your equipment, including remotes.
If you want to get your receiver replaced, you should be able to get them to send out a replacement (with your credit card info) and return the old one in the box. Ask about any charges.
We've been with dish since its inception and are generally well pleased with it.
BTW, your title for your rebuttal really cracked me up....thanks.
Cheryl
United States of AmericaLittle Johnny plays outside
#7Author of original report
Mon, August 01, 2011
Thanks for the tips! We're actually just a normal family. No, most things do not break. The buttons just pushed in after a while on one receiver.
The remotes don't hold the programming for each tv and only dish can reprogram them to work.
More phonecalls to the company that they didn't record. Oh well.
Ken
Greeley,Colorado,
USA
How in the world did you manage to..
#7Consumer Comment
Mon, August 01, 2011
break your receiver buttons and your remotes?
It's not good to hit the receiver buttons with a rock or wash your remotes in your sink or cocoa.
I'd bet Dish will of course, charge you for the new remotes, maybe even something on the receiver.
Do a lot of things you touch "break for no reason at all?"
If you have little Johnny and Janie running loose in the house, you may find therein lies the answer to your woes.