Dish Network
Bad Service

I have been undergoing recent attempts to have Dish Network installed in my home. I spoke with a sales representative for a good hour about packages, plans, payments and what I could expect; I set up the installation date when it looked like everything had been figured out. I pre-paid for a 3 tv connection (2 receivers, though I already owned one of the 2 receivers, so Dish only needed to provide 1 actual receiver). The technician came out and installed the one receiver that he brought and looked like he would leave without installing the second. I brought this up with him and he looked over the receiver, telling me it was out of date and wouldn't work. This was something that I had already discussed with the sales rep, who ran the box's serial number and also the serial number of the smart card and told me both were still valid and usable. I explained this to the technician, who proceeded to take my smart card to his van.

After a little while, he came back informing me he had ordered a new smart card for me and that it would take 3-5 days to arrive. He said once the card arrived to call Dish and have them send someone out to complete the installation. He did not complete the wiring for the 3rd tv set-up, though it was expressly written in his work order to do so. Having friends who had Dish, I knew that it was a practice of the network not to send technicians on jobs without payment, so I asked this technician if there would be a separate charge for someone to come out. He told me no, and 1) I stupidly believed him and 2) figured that since this was still part of the installation process that Dish would likely honor the completion of this process.

The smart card arrived 3 days after the order and I called Dish Network to see about having someone come out to complete installation. They said there was no way they could send someone out without paying a $99 fee up front. I talked with 3 customer service reps and 2 supervisors. I was shifted from person to person and every time I had to explain the same story over and over - I gave them the name of the original sales rep, I gave them the ID # of the technician and none of that meant anything - Dish Network does not appear to be able to locate their own staff with their own ID #s.

After 3 hours of trying to deal with the company and their customer service agents that do not know how to actually handle or finesse their customers, I gave up with trying to reason with them. A little later that evening, I was looking over my account and the equipment listed there - the second receiver which was not being used was listed as activated (which is wasn't since it wass itting wrapped up on a dresser and the old and new smart cards were not inserted) and I was going to be charged monthly for having that. I decided to try and see if perhaps there was a way my husband and I could use the pre-existing wiring in the house (previous tenant had Dish) to get my second receiver going. I actually called Dish's tech support unit to walk me through it and that technician was probably the friendliest person I talked with all day. It turned out the pre-existing wiring wouldn't work and they would have to send someone out. However, because the original installing technician did not complete the work as stated on the work order, this tech support technician got his supervisor to waive the $99 charge that Dish normally applies to work orders. This was the first appearance of rational and logical thinking that I got out of Dish.

I am currently at the stage, though, where the second installation technician is on his way to complete the installation. However, according to him now, there is a possibility they might have to reject the job because they aren't sure if there will be a problem with the wiring. They have presumed that the original installation technician couldn't install the second receiver for wiring issues, which is not the case. That first technician even indicated that it should be a fairly easy job - he just didn't do it. He appeared more eager to move on to his next job than complete his current.

Dish Network, in my opinion, uses questionable sales practices to reel customers in and then once they have you, they lock you in and do not offer quality customer service. If it wasn't for the fact that my husband and I want international satellite, there is no way I would ever pay them for their inadequate service. Their various "packages" are horrible - a good 20 channels or so in their "Bronze" package are devoted to home shopping, gems and Christian networks - it's a waste of airspace and money, which they likely bank on to entice customers to move up their "metal" ladder to silver and gold. This company also has a monopoly on international satellite, which should not be legal.

If you do not need or want international satellite - do not go with Dish Network. They are not a good value and do not offer good service. You will only end up with a headache.

Company: Dish Network
Country: USA
State: Arizona
City: Scottsdale

  <     >