E* Does not warrant equipment not purchased from them?

[Zero327]

Hmmm never heard of that before.

That's ok, because it's not true. It's easy to tell if a customer purchased something directly from DISH, it's recorded on the account for the life of the account. The other issue regarding DHPP is probably closer to the truth.

That said, DISH does sell parts directly to customers (what type of parts are restricted to certain "must haves".) What you got was a "call your retailer" response, due to many retailers getting upset when the CSR doesn't send the customer back to them for service. A good retailer should always tell you to come back to them anyways, but that's neither here nor there.

All equipment has a "one year warranty" (yes, that little quote has a dozen different meanings depending on the situation.) That said, the warranty lies with the original seller, not anyone who purchases that equipment third party. I won't get into the finer points as to how and when that can be verified, but suffice it to say, those two points are why the CSR responded that way.

 

[okiekevn]

the csr was correct here on the issue of the warrenty, but incorrect in the way they delivered the information to you. surely more empathy and willing to assist could have been delivered to you. i think the crowd here is pointing you in the right direction of dhpp. dhpp at 5.99 a month will cover your installation, and your current purchased rec's on your account. however, if perhaps it was your dpp44 switch that was faulty, dish would not be able to just "ra" the switch like they may a rec or remote control.(ra=return authrization=ups new unit, install yourself, you send back bgus unit). the switch would have to be replaced by a tech who would come out and replace it, at a discounted 29.00 dollar service call. there are prolly a few more facts on dhpp, and you can find out the facts at DISH Network -- DHPP Warranty . check out the site, and then you can decide if dhpp would be worth subscribing to or not. you just gotta figure out what fits your needs the best. but when all is said and done, just glad you did get it fixed.

 

[Zero327]

dish would not be able to just "ra" the switch like they may a rec or remote control.

K... not true and I'd love to know why you think that but neways... Just because a CSR can't do it, don't assume the company can't. I assure you it can be done and takes about 60-seconds.

 

[wjpurdy]

It seems sort of unusual to me for the warranty on a branded good to be transferred to the seller. In fact, I can't think of a single thing I own (besides, apparently, Dish Network equipment) where that is the case. In most cases, goods are sold with a manufacturer's warranty. The seller may offer an additional guarantee -- or may act as an agent to facilitate warranty coverage -- but for nearly everything I purchase, the manufacturer (as branded) will cover flaws in workmanship, outright failure, etc., within a specified period of coverage.

The documentation that came with the DPP44 I purchased indicates Dish Network warrants the switch. It doesn't say they only warrant it if purchased from them -- which is what the CSR told me.

Despite lots of helpful replies to my initial post, I am getting conflicting information from the folks here. This tells me the Dish Network warranty policy is basically whatever the CSR (or their "supervisor") feels like it is. This particular CSR felt like "punishing" me for finding a good 3rd party deal (instead of helping me troubleshoot the problem, which was why I called in the first place). Another CSR might, as a previous poster said, issue an RA within 60 seconds. Sounds like the CSR holds the cards at E*.

And it sounds like the only solution is to be lucky enough to get a sympathetic CSR when you call. I'll keep my fingers crossed.

 

[damjr]

Here's the deal.
The DP44 has a 1 year part warranty as long as it is purchased from an "AUTHORIZED" retailer or Dish direct. $95 for a $160 switch would leave me a little worried about warranties and that's the risk you take when bargin shopping for Dish equipment. There is no way for Dish to tell if your switch is new or used nor you for that matter. Most parts these days are re-mans due to the lease program and at $95 I would think that the switch is used or hot, so I'm buying at my own risk.

When you sign up as a new customer or upgrade as an existing customer, through the proper channels, all your hardware info will be in your customer screen when a CSR brings you up. This is how you get proper service. The other way to get things taken care of is to get the DHPP. It will be well worth it!! You will always be covered on parts and only $29 service calls.

This may not be the answer you are looking for, but this is how the program works. It is not like going out and buying a DVD player, TV, etc..................

 

[Zero327]

The other way to get things taken care of is to get the DHPP.

Tell that to people with the roach motel or lightning struck receivers that whine when they wind up with a voided warranty.

Devil's Advocate.

 

[navychop]

Try buying a piece of electronic gear from a "gray market" retailer or an "unauthorized" seller. And then go to the manufacturer and see what kind of warranty coverage you get.

 

[Claude Greiner]

Everything bought through the Dishstore that has the DISH Network or Echostar logo in it is covered under warranty from DISH Network.

I have had this issue with a few of my customers, and in the case of a receiver I can solve it by making a simple phone call to DISH Network on the customers behalf and setting up the RMA myself.

Parts and accessories can also be handeled by DISH Network, but sometimes require a receipt. Worse case scenario we have the customers ship the defective part back to us and we'll ship out a replacement upon receipt.

The only reason why DISH Network will sometimes hassle customers over doing a warranty replacement is because the CSR's are too dam lazy to go and setup an RMA, its easier to shoe off the customer and tell them to go back to the person they purchased the part or receiver from.

There should be absolutly no doubt when it comes to replacing a receiver under warranty if DISH Network will replace it!

Bottom line is this, any receiver part or accessory purchased from the Dishstore will be covered by a full 1 year warranty. If DISH Network refuses to honor their warranty, we will still stand behind it.

But reguardless everytime I get one of these types of calls from customers, I solve the issue by calling DISH Network on the customers behalf and forcing them to warranty it.

Worse case scenario you may be responcible for a few dollars in shipping charges, but they still charge you for shipping even if you went through DISH NEtwork directly to buy the part unless you had the Dish home protection plan.

 

[Scott6760]

Bottom line is get the DHPP. If something goes wrong call and act stupid and ask for a tech to come out. When I get to your house I have a work order that states "Remedy any service interruption at no cost to the customer" To me, that means that even if you took all of your receivers, switches, and lnb's and put them in a barrel and set them on fire, I am there to replace them at no cost to you, regardless if you bought them at a flea market, pawn shop, ebay, or stole them from your neighbor. If they are active on your account they are covered by the warranty.

 

[harshness]

- Somewhere I read that rented equipment is not covered (the reason for DHPP).

You need to be careful what you read into what you read. DHPP covers those items not expressly covered by the warranties on leased receivers:

1. Switchgear and cabling
2. Dish(s) and LNB(s)
3. Owned receivers
4. Service calls with low deductable to address problems with the above
5. Incoming shipping on replacement equipment.

 

[harshness]

It is my fervent hope that people who desire to "own" their equipment will see the light sooner than later.

 

[Jordan420]

Try buying a piece of electronic gear from a "gray market" retailer or an "unauthorized" seller. And then go to the manufacturer and see what kind of warranty coverage you get.

Exactly