I just got hooked up on Saturday. I was supposed to get a 522 and 301 but the installer couldnt put the 522 in my basement with my surround so I got a 510 down there and 322 upstairs. This was a joint decision by installer and me at the time. I had to pick up the 510 from the installer site on Monday 1/10.
After posting on here I realized having the digital out on the receiver to my surround sound isnt that great because seems like only 1 out of 10 movies on hbo/cinemax are in dolby 5.1. So I might as well have the original order of the 522 and 301 and have dvr in two rooms.
So I call Dish today and the first CSR tells me I cannot change the order and there is no 30 day grace period as I had thought.
I call them back to talk to someone else and she tells me there is a 3 day grace period and I am 1 day late.(Apparently they count Sunday) She tells me I cannot change without paying a $49.99 fee. After telling her I want what I originally asked for and shouldnt have to pay she tells me her system shows my original order was the 322 and 510 which is total b/s. I told her the system is wrong and I can fax you the installers service order showing the 522 and 301. Apparently they don't have faxes because she didn't want me to fax her anything. I told her I obvisously didnt send the installer that service order so it must have been them. She puts me on hold and talks to supervisor, comes back and tells me I only have to pay $24.99. I said I shouldn't have to pay as brand new customer not to mention the 510 has only really been connected since Monday, 2 days ago when I picked it up and they activated it. She tells me it has been active since Saturday which again is b/s. I told her I'd bet her a million dollars the 510 receiver was just activated Monday. She puts me on hold, for some reason didn't take the bet.
Anyway then I speak with her supervisor who tells me the CSR was fair by meeting me half way...and asks me why did I wait until today to call. (What the entire 4 days??) I told her I barely got a chance to use the 510 because it was activated Monday at midnight. I should have mentioned I work 40 hours and wasn't able to watch tv all day on Mon & Tues sorry. She tells me she is going to transfer me to another area and puts me on hold. 5 min. later the CSR comes back and says they will switch it with a $49.99 charge that I can have reversed 24 hours after it posts. I took her associate # and name.
Anyway why the f.. did I have to argue with them over this? I called the installer when I was on hold with them and he said he will gladly come out and change it this weekend and since I have no contract tell them to come get the equipment if they make me pay. He said if I threaten to leave they would definitely change it for free. It didnt get to that point, but pretty close. Just thought you might be insterested in this. I really like the dvr and the guides, but man the customer service s%cked when it came to this issue.
After posting on here I realized having the digital out on the receiver to my surround sound isnt that great because seems like only 1 out of 10 movies on hbo/cinemax are in dolby 5.1. So I might as well have the original order of the 522 and 301 and have dvr in two rooms.
So I call Dish today and the first CSR tells me I cannot change the order and there is no 30 day grace period as I had thought.
I call them back to talk to someone else and she tells me there is a 3 day grace period and I am 1 day late.(Apparently they count Sunday) She tells me I cannot change without paying a $49.99 fee. After telling her I want what I originally asked for and shouldnt have to pay she tells me her system shows my original order was the 322 and 510 which is total b/s. I told her the system is wrong and I can fax you the installers service order showing the 522 and 301. Apparently they don't have faxes because she didn't want me to fax her anything. I told her I obvisously didnt send the installer that service order so it must have been them. She puts me on hold and talks to supervisor, comes back and tells me I only have to pay $24.99. I said I shouldn't have to pay as brand new customer not to mention the 510 has only really been connected since Monday, 2 days ago when I picked it up and they activated it. She tells me it has been active since Saturday which again is b/s. I told her I'd bet her a million dollars the 510 receiver was just activated Monday. She puts me on hold, for some reason didn't take the bet.
Anyway then I speak with her supervisor who tells me the CSR was fair by meeting me half way...and asks me why did I wait until today to call. (What the entire 4 days??) I told her I barely got a chance to use the 510 because it was activated Monday at midnight. I should have mentioned I work 40 hours and wasn't able to watch tv all day on Mon & Tues sorry. She tells me she is going to transfer me to another area and puts me on hold. 5 min. later the CSR comes back and says they will switch it with a $49.99 charge that I can have reversed 24 hours after it posts. I took her associate # and name.
Anyway why the f.. did I have to argue with them over this? I called the installer when I was on hold with them and he said he will gladly come out and change it this weekend and since I have no contract tell them to come get the equipment if they make me pay. He said if I threaten to leave they would definitely change it for free. It didnt get to that point, but pretty close. Just thought you might be insterested in this. I really like the dvr and the guides, but man the customer service s%cked when it came to this issue.
