622 Install Nightmares!!
Let me say that I have never seen such incompetance from Dish in the 8 years that I have been a customer. I am not sure what to do next.
First, I received my 622 on Feb 15th. I called Tech Support that night and they told me that I could hook up my 622 and run it on TV1 until my install on the 21st. Other than turning off my 811 which I had to get them to turn back on on Saturday everything went okay.
Then the install happend. First, Dish's installer showed up at my house at 4:20PM on the 21st without calling me at work. I left both my work number and cell phone # for them to call me so that I could meet them at the house. My mother-in law was there and called me when they showed up. I got there at 4:45 and the installer was standing around confused. I asked what was up and he told me that he did not know what to do?
Now the nightmare starts. On his work order he was supposed to disconnect my 301 and 311 and hook up the 622. He said that he had not brought out a 61.5 antenna or a Dish1000? I told him that first, I already have a 61.5 dish and second, according to the Tech ( I leased the 622 thru Tech Support) that I was not taking any receivers off line and that he was supposed to be installing a DP44 switch. He then told me that he not only did not have a DP44 switch but that he did not have a seperator!! He called his office and was told that they did not have a DP44 switch and did not know when they could get one! He did not know what to do and then I decided to call Dish -- it starts to get worse!!!
I call Tech Support -- tell them what is going on and they check my install and say that yes I should be getting a DP44 switch with the 622 install but that I have to talk to Customer Service in order to get the switch sent either to me or to the installer. When I go to the CSR I am put on hold for about 15 minutes in which they then come back and say that I must talk to Tech Support. I tell them that I would like to talk to a supervisor because Tech Support sent me to them and they HANG UP ON ME!!!
The installer decides to call Dish on His Support Line and they start discussing several differant ways to get this thing hooked up. The fun starts now. My dishes (500 and 61.5) are on top of a hill aproximately 80 feet from my house. It took 3 days to dig a trench when I first moved in in order to bury cable to the house. I originally put 4 cables in but one of them has since died. The installer does not want to dig a trench and drill holes in my brick house because the Tech he is talking to cannot gaurantee him that his dual DP34 switches is gonna work. He wants he to 'TRY IT OUT AND SEE IF IT WORKS'!! He says that he is not gonna do all that to 'see if it works' and that he needs a DP44 switch!
Now I am fumming and I call Dish back and after about 17 minutes on hold from a CSR the CSR comes back and says to me that yes I should be getting a DP44 switch but that he cannot contact the install office so he asks that I call back in about two hours! I say okay and I bid the installer goodbye -- he is very oppologetic and oviously confused. That makes two of us!!
I call back at 8:30 and talk to another CSR and after about 25 minutes on the phone the CSR comes back on and says that she cannot contact their install center nor their Tech Support and that I should call back in a few hours!! O'YEAH , now I am really getting some service!!
I call back at 11:15PM and am on the phone until after Midnight. Same response -- call back in the morning. I am tired -- Dish has beat me down. I will call from work.
I call from work the next morning at 7:30AM and talk to a CSR who has me on hold for about 10 minutes then tells me that she thinks that the local installer is not open yet and to call back after 8:30AM. I wait until 8:15AM and call again and this time I am on the phone for 15 minutes when the CSR comes back on and tells me that she cannot get the local installer to answer the phone. She says that she has to get verification of my botched install in order to move forward. PLEASE -- SOMEONE HELP ME!!!
I get smart (actually I am pretty pissed by now) and I call the installer's office. Yep, they are in and when I give them the information I am told that their Area Supervisor will call my back that afternoon. We are talking about the 22nd here. I give her my cell phone # and ask that he call me on that number and she says okay.
Now I call Dish back and go thru Tech Support. I tell them everything that has gone down including the fact that the local installer is in and answering the phone. The Tech tries to call than transfers me to a Advance Tech. We go back thru the story and the Tech appologizes and tries to call the local installer one more time. I am on hold for 45 minutes!! while the Advance Tech tries to resolve this and finally comes up with a new install of April 4th so that I can get the DP44 switch. Almost 2 months!!! I then protest, I state that I already have the 622 and am using it on TV1. That the install on the 21st was for a DP44 and that everyone that I have talked to verified this even to the installer on site. I also say that waiting almost 2 months is rediculous as the installer has already told me that if Dish will send the DP44 switch to either me or the installer that they will come out THAT DAY an do the install!! I want to know what the heck is going on?
I am put on hold again while the Advance Tech has a conversation with his supervisor. He comes back on and says that his supervisor agrees and that they want the Area Supervisor to talk to me and that he will contact me at home. I try to give them my work # and cell phone but they cannot add info on the orginal work order. I settle for my mother-in-law redirecting the call. I then ask for a pass on the DVR fee untill they get the 622 installed correctly and he agrees and passes me on to a CSR who proceeds to give me two months free HD. A savings of $38. All I have to do now is wait for the call from the Area Supervisor and get this straighten out. The time is now 10:22AM!!
Hey, guess what? NO CALL. Not from anyone. I have no idea what to do now. I am at my witts end. ANY SUGGESTIONS?
Let me say that I have never seen such incompetance from Dish in the 8 years that I have been a customer. I am not sure what to do next.
First, I received my 622 on Feb 15th. I called Tech Support that night and they told me that I could hook up my 622 and run it on TV1 until my install on the 21st. Other than turning off my 811 which I had to get them to turn back on on Saturday everything went okay.
Then the install happend. First, Dish's installer showed up at my house at 4:20PM on the 21st without calling me at work. I left both my work number and cell phone # for them to call me so that I could meet them at the house. My mother-in law was there and called me when they showed up. I got there at 4:45 and the installer was standing around confused. I asked what was up and he told me that he did not know what to do?
Now the nightmare starts. On his work order he was supposed to disconnect my 301 and 311 and hook up the 622. He said that he had not brought out a 61.5 antenna or a Dish1000? I told him that first, I already have a 61.5 dish and second, according to the Tech ( I leased the 622 thru Tech Support) that I was not taking any receivers off line and that he was supposed to be installing a DP44 switch. He then told me that he not only did not have a DP44 switch but that he did not have a seperator!! He called his office and was told that they did not have a DP44 switch and did not know when they could get one! He did not know what to do and then I decided to call Dish -- it starts to get worse!!!
I call Tech Support -- tell them what is going on and they check my install and say that yes I should be getting a DP44 switch with the 622 install but that I have to talk to Customer Service in order to get the switch sent either to me or to the installer. When I go to the CSR I am put on hold for about 15 minutes in which they then come back and say that I must talk to Tech Support. I tell them that I would like to talk to a supervisor because Tech Support sent me to them and they HANG UP ON ME!!!
The installer decides to call Dish on His Support Line and they start discussing several differant ways to get this thing hooked up. The fun starts now. My dishes (500 and 61.5) are on top of a hill aproximately 80 feet from my house. It took 3 days to dig a trench when I first moved in in order to bury cable to the house. I originally put 4 cables in but one of them has since died. The installer does not want to dig a trench and drill holes in my brick house because the Tech he is talking to cannot gaurantee him that his dual DP34 switches is gonna work. He wants he to 'TRY IT OUT AND SEE IF IT WORKS'!! He says that he is not gonna do all that to 'see if it works' and that he needs a DP44 switch!
Now I am fumming and I call Dish back and after about 17 minutes on hold from a CSR the CSR comes back and says to me that yes I should be getting a DP44 switch but that he cannot contact the install office so he asks that I call back in about two hours! I say okay and I bid the installer goodbye -- he is very oppologetic and oviously confused. That makes two of us!!
I call back at 8:30 and talk to another CSR and after about 25 minutes on the phone the CSR comes back on and says that she cannot contact their install center nor their Tech Support and that I should call back in a few hours!! O'YEAH , now I am really getting some service!!
I call back at 11:15PM and am on the phone until after Midnight. Same response -- call back in the morning. I am tired -- Dish has beat me down. I will call from work.
I call from work the next morning at 7:30AM and talk to a CSR who has me on hold for about 10 minutes then tells me that she thinks that the local installer is not open yet and to call back after 8:30AM. I wait until 8:15AM and call again and this time I am on the phone for 15 minutes when the CSR comes back on and tells me that she cannot get the local installer to answer the phone. She says that she has to get verification of my botched install in order to move forward. PLEASE -- SOMEONE HELP ME!!!
I get smart (actually I am pretty pissed by now) and I call the installer's office. Yep, they are in and when I give them the information I am told that their Area Supervisor will call my back that afternoon. We are talking about the 22nd here. I give her my cell phone # and ask that he call me on that number and she says okay.
Now I call Dish back and go thru Tech Support. I tell them everything that has gone down including the fact that the local installer is in and answering the phone. The Tech tries to call than transfers me to a Advance Tech. We go back thru the story and the Tech appologizes and tries to call the local installer one more time. I am on hold for 45 minutes!! while the Advance Tech tries to resolve this and finally comes up with a new install of April 4th so that I can get the DP44 switch. Almost 2 months!!! I then protest, I state that I already have the 622 and am using it on TV1. That the install on the 21st was for a DP44 and that everyone that I have talked to verified this even to the installer on site. I also say that waiting almost 2 months is rediculous as the installer has already told me that if Dish will send the DP44 switch to either me or the installer that they will come out THAT DAY an do the install!! I want to know what the heck is going on?
I am put on hold again while the Advance Tech has a conversation with his supervisor. He comes back on and says that his supervisor agrees and that they want the Area Supervisor to talk to me and that he will contact me at home. I try to give them my work # and cell phone but they cannot add info on the orginal work order. I settle for my mother-in-law redirecting the call. I then ask for a pass on the DVR fee untill they get the 622 installed correctly and he agrees and passes me on to a CSR who proceeds to give me two months free HD. A savings of $38. All I have to do now is wait for the call from the Area Supervisor and get this straighten out. The time is now 10:22AM!!
Hey, guess what? NO CALL. Not from anyone. I have no idea what to do now. I am at my witts end. ANY SUGGESTIONS?
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I had to show him how to hook it up. Strike three.
