Dish Network
Hoppers and Joeys Failed Repeatedly After New Installation

I am currently having a very BAD experience with Dish and my Hoppers and Joeys.

I have been a Dish customer for 10 years and recently decided to upgrade to the Hoppers/Joeys which meant signing up for a 24 month contract with them. They installed same last Tuesday and informed me at the end of the install that actually the software doesn't let the two Hoppers talk with each other so it is like having two DVRs and said they are trying to fix the software but at this point, it is not as advertised. I was assured that it will be fixed and that I was going to really enjoy the Hopper and its features. Within 2 hours of the install, the Hoppers and Joeys no longer were receiving any satellite signals so I called tech support who had me do different things trying to fix it... Which didn't work. Ultimately they told me they were going to have to send a technician but the technician couldn't come until FRIDAY (this was only Tuesday and they can't come back and fix their install until FRIDAY?)

The next morning I called again and told them I was very upset and they arranged to have a technician come that afternoon (Wednesday). They got it up and running but come 8:00 P.M. That night, it failed again. No TV reception that night either.

So, I called again on Thursday and told them that I didn't want the Hopper because it was so unreliable. I was told someone would call me back to see what we could work out. I told them what I wanted to work out was to go back to the system I used to have. I never received a return call so several hours later, I called them again only to talk with someone else who essentially told me that they could send another technician out but that I am locked into a 24 month contract and that I can't downgrade back to what I had... So I told them I wanted to cancel my contract because 99% of legally binding contracts have a 3 day cancellation clause. I was then informed there was no cancellation clause so I couldn't get out of it without paying an early termination charge. Mind you, I had already paid $200 to get the system to begin with... It wasn't working... And now they are going to charge me for an early termination??? And, at one point in my conversation with the customer service person, I told him I was very unhappy and was seriously considering cancelling my service and pay the early termination fee... And asked him if that is what he wanted me to do... And lose me as a customer? He told me "I guess if that is what you want to do then that is what you are going to do!" What kind of attitude is that???

Ultimately, I agreed to have another technician come and see if he could figure out what the problem was. He came and got it working and changed some of the electronic parts on the Dish and said he thought I would be okay... But there was one other electronic part he wanted to change which couldn't be changed until Friday as he didn't have the part. The Hopper worked okay Thursday night.

Another technician came here on Friday and changed out the other electronic part and the Hopper worked Friday night.

I am writing this on Saturday because I seem to have a lot of time on my hands because the Hopper is not working AGAIN and now I can't get any help with it until at least Monday some time!

I am very DISSATISFIED and will probably pay the early termination and go to a competitor!

Company: Dish Network
Country: USA

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