We contacted Dish Network to have a DVR changed from one TV to our Main TV. They told us we needed an upgrade which would cost $149.00. The technician came on 2/18/07 to install the new dish and receiver. He left and told us it would take 30 min. To download the info. The picture lasted for 5 min and then we received an error message. After spending 1 hr and 15 min. With technical support, it was determined that a technician would need to come out. An appointment was made for the following day 2/19 between 12 and 5. No one came, when we contacted dish network we were told they couldn't make it and would be there the next day. (We also had a problem with the phone in our workshop and found the tech. Had drilled through a phone wire.)
The next day 2/20, a technician came at 11:00 AM, made some adjustments, we had a picture, he left and so did the picture and we received another error message. He returned at 5:00 PM. The picture lasted about 10 minutes. Another technician returned the next day, same scenerio. On Friday Feb. 23 same scenerio. We contacted costumer service and were told they would send us another receiver in the mail.
On Sat. 2/24, we received a courtesy call and we told them our problem had not been resolved. The service manager, Sean Lacey, from the installing company called and said he would be out the next day. He was not able to fix the problem. On Wednesday, 2/28 we received the new receiver. Thursday 2/29, the service manager and technician came to install it. We had a picture for 30 min. Then the same error message. We contacted Mr. Lacey and he told us he could not fix our problem. At this point, we decided to discontinue service with Dish Network. After 2 hours on the phone, they agreed to cancel service However, they told us we could not have $149.00 refunded. Although, they sent us boxes to return all the equipment.
We were without Dish Network service for 12 days. At which time our TV was a 5 inch black and white. We returned all the equipment. There was no upgrade and they damaged the siding to our home when installing the dish.
We disputed the $149 charge on our credit card and it decided in our favor. However, Dish Network is now sending us bills for this money.
We have no idea why we should pay $149.00 for damages to our property, no TV service for 12 days, missed appointments waiting for service men, hours on the phone with technical support and customer non-service. Then being told they could not fix the problem.
I have sent 2 E-mails to the customer non-service dept. As directed by the person on the phone and have received nothing.
I had planned on sending a letter to the corporate office, but have not been able to locate the address.
Incidently, Direct TV came out and installed a dish and receiveer on March 4th without any problem and it has been working well since.
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