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Would NEVER Recommend Dish Network!!!

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Old 01-18-2005, 09:50 AM   #1  
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Default Would NEVER Recommend Dish Network!!!

Here is the email I just sent to Dish Network.....what a nightmare!!!

Thankfully, I wasn't your average uninformed individual.

To Whom It May Concern,

I am a new Dish Network customer, who was a DirecTV customer for the past 10 years. I have to admit that the limited exposure I have had with your company makes me regret the fact that I ever moved to Dish Network. The only reason that I considered moving from DirecTV to Dish was the fact that I was interested in your high definition package and promotion whereas I would not have to pay anything extra for the equipment, where DirecTV wanted to charge me $299.00. After what has transpired to date, I think the $299.00 would have been well worth the investment to avoid all the problems I have encountered with your company. Below is a list of what has occurred to the best of my memory.

1. I contacted your customer service line with questions about your packages along with questions about your high definition package. During the course of the conversation, I was told specifically that I WOULD be able to receive my local network channels in high definition if the broadcast was in high definition. Now I found that very hard to believe considering the fact that I did do extensive research on receiving high definition and did not find any satellite company that offered this service. I always understood that yes, there would be some limited high definition channels available off the satellite, but any network broadcasts in high definition, i.e. ABC, CBS, NBC etc would only be received via an off-air antenna. But I took your customer service rep's word on it.

2. I called a day or two later because I began to have doubts about this claim of having the ability to receive network broadcasts in high definition via your dish. Once again the customer service rep informed me of the same thing the last one did, and that was that if I was receiving network local channels via my Dish Network dish and they were broadcast in high definition, then I would receive them in high definition. He insisted that "we have new technology that will allow us to do that". Again, I said ok, I'll take your word for it.

3. About a day later, I called and this time selected your technical support, and asked them the same question. This time I received the RIGHT answer and that was that I was correct all along, the only channels I would receive in high definition would be the ones you advertise as part of your package, that any network channels would need an off-air antenna.

4. About 4-5 days prior to my installation, I again called your customer service line and asked them if they had assigned the local installer. You see, I wanted to call the individual installing my dish and wanted to know if they would also install an off-air antenna at the same time and I would be willing to pay extra for this service. Your customer service person informed me that they did not know who the installer was and they would not be assigned until later on that week. I told your customer service individual the reason I wanted to talk to this person, that I was looking to also have an off-air antenna installed at the same time as my dish so I could get network broadcasts in high definition. She informed me that Dish Network offered off-air antennas for an additional cost of $50.00. I asked her what type of antenna it was since I know that based on where I live I need an antenna with a range of at least 50 miles or it would be useless. She told me "there are 3 different types that we offer, I'm not sure what one you would receive, but I'm sure that the individual doing your install would give you the right one". I said ok, please add the $50.00 to my bill and I'll take the off-air antenna that you are offering.

5. Based on the misinformation I received earlier regarding network high definition channels, I called customer service every day up to the Saturday in an effort to ensure that the off-air antenna I was being charged $50.00 would actually be the right antenna to receive network broadcasts in my area. Each time I was told that the installer was still not yet assigned and that I should be confident that I would not be charged $50.00 for a useless antenna. Finally, on Saturday, January 15th, after several attempts, I was given the number to the individual who would do my dish install. I contacted him directly and asked him about the off-air antenna. He informed me that the ONLY off-air antenna he installs is the "halo". I told him that I know I need an antenna with a range of at least 50 miles and I know, based on my own personal research, the "halo" would not work. He agreed with me and we cancelled the order for the off-air antenna.

6. Now the day of my installation finally arrives. The installer arrives at my house at about 1:15 PM. Now keep in mind that my house already was wired for DireTV in 3 rooms. He didn't leave my house until almost 7 PM. I have no idea what took him so long for the installation. And not only did it take him almost 6 hours, but I did NOT have any sound coming from my TV along with a bad picture. I informed him that there was no sound coming from the TV and asked him what the problem could be. His answer was something like "I connected it the way you had it with DirecTV, I don't have anything to do with the sound".

7. The last problem I had was the inability to receive a channel that I was told I WOULD receive in one of the many calls to your customer service reps. Once we began flipping through our channel selection we noticed that channel 9408 was not on the selection and would not come in. I specifically asked if I would receive ALL the channels listed on the 120 list on your website. I was told YES. Even the list on your website does NOT tell any customer that I would not receive this channel. The only way you know for sure is by clicking on it and reading the individual channel's fine print and unfortunately, it's too late to change satellite providers since I didn't realize that I would not actually receive this station until my system was installed.

The bottom line in all of this is the fact that I am a customer service supervisor for a national company myself, and am shocked and dismayed of the lack of correct information your representatives provide potential and current customers. I don't know what can be done at this point, since I have already made a huge commitment to your company in both time and money. I hope that my email would at least bring some attention to the obvious deficiencies in your customer service department.
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Old 01-18-2005, 11:01 AM   #2  
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Wow. I have been a dish customer for many years, and I must say the times when I did have to call them went kind of the same way as your experience. I have been comtemplating getting into HD but dreading having to make the call to Dish. This is all new to me, and to be quite frank, i'm totally confused by it all! I don't trust them at all to tell me exactly what I need to do and what I will be getting.
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Old 01-18-2005, 11:14 AM   #3  
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Truth is all three of the satellite providers are a pain in the neck when it comes to coustomer service. The exception is the Directv commercial group. They are fast and great to work with, unlike their residential comrades. I guess since the fees are a bit higher and there are less customers to deal with would explain it. They also rely on their commercial dealers for much of the sales cycle, so there is much less miscomunication.
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Old 01-18-2005, 12:13 PM   #4  
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Default Still Have To Troubleshoot...

I still have to go home today and try and tweak the picture. The high def channels come in ok, but all the rest are not as crisp as they were when I had DirecTV. Additionally, the color is not right either, I seem to have too much green and can't get any reds or very washed out reds. After about 2 hours of playing with my TV color adjustments, and the HDTV settings, I switched over to my cable connection and the color and picture was fine there. So there must be something either wrong with the 811 box I got or my installer did not match the right cables to the right ports in the back of my TV. I'm assuming that the three cable connection is probably color sensative, meaning red for red colors, green for green etc. It didn't dawn on me until my drive to work this morning to check that the cables were plugged into the proper ports. So the story continues!
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Old 01-18-2005, 12:44 PM   #5  
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Quote:
Originally Posted by RonInBigEasy
I still have to go home today and try and tweak the picture. The high def channels come in ok, but all the rest are not as crisp as they were when I had DirecTV. Additionally, the color is not right either, I seem to have too much green and can't get any reds or very washed out reds. After about 2 hours of playing with my TV color adjustments, and the HDTV settings, I switched over to my cable connection and the color and picture was fine there. So there must be something either wrong with the 811 box I got or my installer did not match the right cables to the right ports in the back of my TV. I'm assuming that the three cable connection is probably color sensative, meaning red for red colors, green for green etc. It didn't dawn on me until my drive to work this morning to check that the cables were plugged into the proper ports. So the story continues!
If at all possible, use the DVI connection. Better picture and ease of use. From what you're saying it does sound like the installler didn't connect the component cables properly. I had the same problem once (one of the plugs came loose and everyone looked like the Hulk).

I hear what you're saying as far as the DISH service reps go. To be fair, though, I've had DISH for five years, and in that time never had any major problems with them. When I had a problem with the alignment on my DISH, they sent someone out for free. When one of my receivers died on me, they replaced it for free, no questions asked. When a PPV I ordered was breaking up every five seconds, they refunded it no questions asked. HOWEVER, when it comes to HD their staff really should be more knowledgable. The only reason I don't let it bother me is because I know more than they do, so I know when they are blowing smoke up my @$$ or when they are telling me the right thing.

I can't believe they wanted to put one of those halo antennas on your DISH. Those things can't pick up anything unless the broadcast tower is literally across the street from your house. And your installer sounded like a real jackass. "I don't have anything to do with the sound" indeed.
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Old 01-18-2005, 12:48 PM   #6  
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Angry My GRIPE With DISH And Directv

Well,I have had a bad experience with Dish Network AND Directv.How about THAT? There's an old saying that the grass is greener on the other side.Hmmm..or is it?

I called Directv and said I was considering changing from Dish Network to them.I had heard that their High Definition channel local channel line up was better..Directv has NBCHD and Bravo HD ,FoxHD and I also signed up for the 6 months free of high def specialty channels.BUT,I was given misinformation by Directv customer service.You see,with Dish Network I receive east and west coast ABC and CBS..PLUS CBS HD. I'm able to get East and West coast Locals only because I put in a waiver that was approved.Directv told me that with THEM I would have no problem being approved for those channels and that they have a direct connection with those networks and no middle man ...also they even quoted me prices for all those channels.I LATER found out what they told me was NOT TRUE..infact I was turned down for those east coast channels..this was AFTER I joined Directv.
Also,the Directv remote is hard to use-unlike the Dish Network remote which is easy to use.
ALSO,the Directv installers were THUGS.Not only wasI promised over the phone that they would install an off air antenna for HD channels..I was charged the $50...and when the installer's came over..one installer was the spokes person by the way..he would NOT install the antenna..he said I can't get local HD in my area.I told him not only was I told by customer service and by their technical department over the phone that I COULD get local HD from the off air antenna in my area. the charge was taken off after the installer said he would'nt install it since no off air HD channels are available in my area.
But what REALLY gets me is..I asked him if he would'nt use the Dish Network cable wires and just wire everything with Directv's wires.The installer told me he does'nt climb on roofs.I told him him that it took one Dish Network guy to wire my whole place .To make a long story (somewhat) short.I ended up reporting this "Directv" installer and his assistant while they were at my place.All of a sudden the quiet one was on top of my roof putting up new cable.I had ordered 2 Tivo's..which these guys messed up installing one.I realize that the guys are independent contractors which Directv hires..they even wore Directv T-shirts.
I will say one thing on behalf of Directv.Their satelite signal is stronger in my area.
Trying to connect to a customer service person is very hard.
I cancelled Directv about 2 days after I got it.I had purchased a HD receiver from them for $299..plus two Tivo receivers for $99 each.
If anyone wants a receiver let me know.I'm accepting offers.
After a complaint I put in about them..I was not charged the $250 cancellation fee.But I was'nt reimburssed for over $600 of equipment I bought from them.
My family wanted Dish Network back.They demmanded it back.So I gave them what they wanted.Dish Network let me keep the local east coast waiver channels I had before I had cancelled.EVERYTHING was the way it was.Also my Dish Network installer was an angel.He made sure that I would'nt be charged a reconnection fee and he even let me keep his number if I ever need him again.He put alot of care and time into re installing my Dish Network.
My only gripe with Dish Network is the lack of HD channels-also there are more premium channels available than they are giving the customer.I've called Dish Network's Technical Department and asked them why aren't they giving us what is on other satelite and cable companies? Their answer to me is.."Well,when the time comes to re negotiate our contract with these companies-such as STARZ,
Cinemax..etc... then we will probably carry more of their channels that they offer".To me this answer is double talk.Or conning the consumer. I recently got an e-mail from Dish saying that my monthly bill is being raised by $4.00. For what reason I don't know.I was'nt given a straight answer.As usual.I DO know that Dish Launched a new satelite in outerspace last month which will be functional by now or late January.They also are launhing a second satelite sometime in January and a third satelite before 2007.My guess is more high definition and more of a volume of premium channels will be offered from Dish Network soon. It's about TIME .
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Old 01-18-2005, 01:05 PM   #7  
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Quote:
Originally Posted by GRN
If at all possible, use the DVI connection. Better picture and ease of use. From what you're saying it does sound like the installler didn't connect the component cables properly. I had the same problem once (one of the plugs came loose and everyone looked like the Hulk).

I hear what you're saying as far as the DISH service reps go. To be fair, though, I've had DISH for five years, and in that time never had any major problems with them. When I had a problem with the alignment on my DISH, they sent someone out for free. When one of my receivers died on me, they replaced it for free, no questions asked. When a PPV I ordered was breaking up every five seconds, they refunded it no questions asked. HOWEVER, when it comes to HD their staff really should be more knowledgable. The only reason I don't let it bother me is because I know more than they do, so I know when they are blowing smoke up my @$$ or when they are telling me the right thing.

I can't believe they wanted to put one of those halo antennas on your DISH. Those things can't pick up anything unless the broadcast tower is literally across the street from your house. And your installer sounded like a real jackass. "I don't have anything to do with the sound" indeed.
Yea, I was just looking at that DVI connection but don't know for sure if I have that on the back of my TV. I just got back from Radio Shack on my lunch hour and was amazed that I had to pay 20 bucks for the audio connection cable from the Dish receiver to my audio receiver! TWENTY BUCKS for 4 feet! WOW! I can assume that the DVI cable will be in the same price range.

I'm pretty confident that he switched the cables the more I think about it. By the time he got to that part it was like 6:30 and he was trying to get out of the house. He didn't even have a flashlight to look at the back of my TV, I had to find one for him. Like you said, I also usually don't deal with customer service reps myself for the same reason, most of the time I know the answer to the question before I'm asking. But in this case I was shopping for a high def provider, checked out Charter Communications ( who I have my cable modem with), DirecTV, Zoom, then finally Dish and Dish had the best "new customer" offer by far with no out of pocket expense. But like I said in the first post, had I known what I do now, I would have gladly plunked down the $299.00 and stayed with DirecTV to save all the aggravation. Plus I never mentioned that they put the dish in my backyard on a poll even though I have my triple UNB DirecTV dish on my roof. Like one poster said, I guess they don't go on roofs any more. Now I have to climb up there and remove my old dish, bury the cable from the new dish to my house and clean up all the boxes and wires he left behind. I should charge HIM for the installation!
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Old 01-18-2005, 01:21 PM   #8  
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I went through the EXACT same issues with dish regarding ota channels a few months back that I posted and described. Basically I found that NONE of the reps I spoke to had any knowledge of what an ota is used for. When they finally agreed with me that an ota was needed to recieve local hd broadcast, they sent an "installer" that didnt know the first thing about ota's. I ended up using the installer from voom that I previously had and sent the bill to dish.

After weeks of frustration, they finally gave me a few months of credit for my inconvenience. I just asked to be transferred to their "corporate office" each time I called and spoke with someone with a little pull within the company.

I wonder how many people out there with dish network have two satellite dishes on their roof because they were told that two dishes were needed to pick up cbs in "hd".
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Old 01-19-2005, 02:19 AM   #9  
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Another horror story... I had Dish from 99- last Sept. I went back to DTV because they could not figure out why I was getting a green grid/screen when I switched over to ESPN HD. They even sent me a refurb. 6000 box. It did the same thing. Since no one new why or really cared, I went back to DTV. Now I have the locals I want, and the distant nets in HD an SD from both coasts. Both companies need to knock some sense into the agents on the phone. They just read what the cards or screen tells them to say. They do not take your word for anything. Maybe they all used to work for TCI cable.
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Old 01-19-2005, 09:10 AM   #10  
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Here's some advice to all of you.
If you have a LOCAL satellite dealer, you can find out more from him and receive better service than calling Dish direct or by calling some fly-by-night 800 phone number on your tv screen. There are no differences in satellite equipment deals, thus working with a local business is the only way to go.

I install Dishnet systems and I am contracted by a LOCAL dealer who has been in the satellite business since 1982 (c-band, Ku band, 4DTV, Direct, and presently Dish). I will say, we have the most pleased bunch of subscribers in our area.

CSR's that work for any major company aren't worth a hoot.
that's my .02

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Old 01-19-2005, 11:23 AM   #11  
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Quote:
Originally Posted by fredinva
Here's some advice to all of you.
If you have a LOCAL satellite dealer, you can find out more from him and receive better service than calling Dish direct or by calling some fly-by-night 800 phone number on your tv screen. There are no differences in satellite equipment deals, thus working with a local business is the only way to go.

fred
I agree. When I first got DISH, I did it through a local installer who did all the paperwork for me. When I had a problem with the alignment on my dish, I did it through the same company. When I wanted to realign the OTA antenna on my roof, I called a local installer who specifically advertised for rooftop antennas. Never had any trouble through local businesses. In fact, when I called DISH about the realignment an honest CSR said that I was better off doing it through my local installer because it was less hassle and cheaper as well. So even THEY agree with that line of thinking.
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Old 01-19-2005, 12:01 PM   #12  
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Quote:
Originally Posted by fredinva
Here's some advice to all of you.
If you have a LOCAL satellite dealer, you can find out more from him and receive better service than calling Dish direct or by calling some fly-by-night 800 phone number on your tv screen. There are no differences in satellite equipment deals, thus working with a local business is the only way to go.

I install Dishnet systems and I am contracted by a LOCAL dealer who has been in the satellite business since 1982 (c-band, Ku band, 4DTV, Direct, and presently Dish). I will say, we have the most pleased bunch of subscribers in our area.

CSR's that work for any major company aren't worth a hoot.
that's my .02

fred
I agree with you 100%, but to be honest in my case I DID contact a local guy when I first started down this road. I called a guy I found in the Yahoo yellow pages who was an antenna/Dish Network installer. I initially asked him about what it would cost me for he to do the installation and provide an off-air antenna - any satellite work. He quoted me a price of like $325.00 for the "deal", then told me that Dish had this new customer package for high definition TV, that I could get the decoder box, new dish, along with three rooms and not have to pay a dime to Dish for the equipment. Now I am not an expert in this field but I do know enough to research before I buy anything and based on my research, zip code and physical address, I came to the conclusion that I needed a long range off-air antenna and the average price was about $100.00 bucks for the antenna. So this "local installer" was trying to charge me about $225.00 for labor alone and would have also billed Dish for his time at my house as well. So had I agreed to this guy's plan, he would have made a ton of money off of me an Dish Network. Needless to say, I didn't take him up on his "generous" offer. Now I am not a guy that's looking for something for nothing, but I think we can both agree that this guy would have ripped me off. I also know that it's not that easy to install an off-air antenna, but I also know that a labor cost of close to $225.00 + what he'd get from Dish would have made a pretty good day for him.
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Old 01-19-2005, 01:20 PM   #13  
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I never used a local installer. I bought my first system from Sears. I did all the upgrades, switches, new boxes on E-bay. I did have Dish install the second dish for locals & CBS HD. Early last year when Dish was running a promo for the 721 and the 811, all of my so-called local installers/dealers did not and would not honor any of Dish's promo's.. They told me that there was no money in it for them, so I was out of luck. Thanks Charlie for a great installer/dealer network.
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