My Dissapointing Experience Trying To Switch

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SLing211

Member
Original poster
Aug 30, 2014
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Virginia
First off let me say this site is great. Used tons of the information here over the years. I have been a basically happy Direct customer for 16 years. Decided to try Dish for two reasons, first was lower my bill by $20 a month, second was the Hopper. Here is a summary of my effort to switch.

Tues. Aug. 19 7:00PM
Called Dish and set up new account. Scheduled install for 12-5 on the 24th.

Sun. Aug. 24 4:45PM
Installer showed up at 4:45 after numerous phone calls delaying the arrival time. Got out of the van and walked around yard. Informed me that I had no line of site and would not be able to receive all channels without two dishes, said the ones I could get would not be in HD. I asked about whether he could put it on the house, that's where my WISP antenna is. He said he didn't have a tall enough ladder on his van to get on the roof to look at it. He told me to call and cancel there was nothing he could do and left.
6:00PM
I called Dish and asked to cancel, they forwarded me to a nice gentleman who said don't cancel, said he would look into the situation and call me next day.

Mon. Aug 25 10:30AM
The gentleman from Sunday night called me back and said a Field Service Manager would come out to my house within 72 hours to evaluate.

Thurs. Aug 28 8:00PM
Hadn't heard anything so I called back to check. After an hour on the phone I was finally told no one had came out and they didn't know why. I was forwarded to an Account Specialist Supervisor who said, and I quote, "I give you my word someone will be there tomorrow."

Fri. Aug. 29 5:00PM
Hadn't heard anything so I called back. I was told no one came out again, and they did not know why. I was again forwarded to a Account Specialist Supervisor who again promised someone would be there tomorrow.

Sat. Aug. 30 1:00PM
Hadn't heard anything or saw anyone so I called. Again forwarded to a Account Specialist Supervisor who said and I quote, "I can't make any promises, but I spoke with a General manager and someone should come out before close of business today."
8:00PM
Hadn't heard anything so I called again. Was told yet again no one came. Was again forwarded to an Account Specialist Supervisor, this time very unhelpful, said earliest someone could come was Tues. Sept. 2 and they are not sure if they will or not.

As of right now it has been 12 days since I signed up and was charged by Dish, I have no Hopper, and have spent 7 hours on the phone trying to get an answer to why not. If anyone has any advice I would love to hear it. At this point I can't even cancel, because when they forward me to the department that handles that they just make more promises about resolving the issue.
 
:welcome to Satelliteguys SLing211!

Definitely you should contact a DIRT member. I'll alert them to this thread.
 
Thank you for the welcome message. Glad to be here. Could you please tell me who the DIRT members are so I can contact them? I am having trouble locating one of them. Thanks.
 
Look at the "helpers on line" list on the home page. DIRT members are in red.
 
They come and go, like the rest of us. I did leave them a message in a private forum about your situation.
 
SLing211 said:
First off let me say this site is great. Used tons of the information here over the years. I have been a basically happy Direct customer for 16 years. Decided to try Dish for two reasons, first was lower my bill by $20 a month, second was the Hopper. Here is a summary of my effort to switch.

Tues. Aug. 19 7:00PM
Called Dish and set up new account. Scheduled install for 12-5 on the 24th.

Sun. Aug. 24 4:45PM
Installer showed up at 4:45 after numerous phone calls delaying the arrival time. Got out of the van and walked around yard. Informed me that I had no line of site and would not be able to receive all channels without two dishes, said the ones I could get would not be in HD. I asked about whether he could put it on the house, that's where my WISP antenna is. He said he didn't have a tall enough ladder on his van to get on the roof to look at it. He told me to call and cancel there was nothing he could do and left.
6:00PM
I called Dish and asked to cancel, they forwarded me to a nice gentleman who said don't cancel, said he would look into the situation and call me next day.

Mon. Aug 25 10:30AM
The gentleman from Sunday night called me back and said a Field Service Manager would come out to my house within 72 hours to evaluate.

Thurs. Aug 28 8:00PM
Hadn't heard anything so I called back to check. After an hour on the phone I was finally told no one had came out and they didn't know why. I was forwarded to an Account Specialist Supervisor who said, and I quote, "I give you my word someone will be there tomorrow."

Fri. Aug. 29 5:00PM
Hadn't heard anything so I called back. I was told no one came out again, and they did not know why. I was again forwarded to a Account Specialist Supervisor who again promised someone would be there tomorrow.

Sat. Aug. 30 1:00PM
Hadn't heard anything or saw anyone so I called. Again forwarded to a Account Specialist Supervisor who said and I quote, "I can't make any promises, but I spoke with a General manager and someone should come out before close of business today."
8:00PM
Hadn't heard anything so I called again. Was told yet again no one came. Was again forwarded to an Account Specialist Supervisor, this time very unhelpful, said earliest someone could come was Tues. Sept. 2 and they are not sure if they will or not.

As of right now it has been 12 days since I signed up and was charged by Dish, I have no Hopper, and have spent 7 hours on the phone trying to get an answer to why not. If anyone has any advice I would love to hear it. At this point I can't even cancel, because when they forward me to the department that handles that they just make more promises about resolving the issue.
Click to expand...

Wow, that's really p*ss poor! You've got way more patience than I do. Unfortunately, I doubt if any DIRT folks will be here before the long weekend is over.
Good luck!

Ed
 
A brief update, I called back this morning and was told the absolute earliest someone could come out was Tuesday the 2nd. At 1:00PM today a Field Service Manager called me and said he was on his way and would be there within the hour. The Field Service Manager arrived, very nice guy by the way. It took him all of five minutes and he came back in the house and said there were two options to install one dish that would give me every channel in full HD. He said he was very sorry for the other installers lack of effort, and had no idea what took so long. I did not push the issue, and explain my situation with him, it isn't his fault, he said he received an email this morning and that was the first he had heard of the situation. He said he would try and schedule the install for sometime next week and be getting back with me as to when.

After giving it some thought, I called Dish customer service, and after some real arm twisting I was finally able to cancel. I was told my refund would be processed in 3 to 5 business days.

I am a big consumer confidence guy, if I don't believe in a product I want feel comfortable buying it. I just don't feel real good going forward, what if I have problems down the road. It was this hard getting started, whats it going to be like in two years?
 
I hate that it went this way, poor customer service makes me furious, especially when it's my company. I do want to clarify something, you note several times about an account specialist supervisor. To clarify, an account specialist is NOT a supervisor. And unless you were transferred to an account specialist who then transferred you to their supervisor, you wouldn't be transferred straight to an account specialist supervisor. An account specialist is one level above the CSR you speak to when you first call in. Sadly, you got several incompetent account specialists...which can happen. There should not be a maybe, sorta, kinda...when getting a second opinion, they schedule it like a tech visit and notate it. They clearly did not. Without getting into too much detail, I see a LOT of difference in the quality of the service you get based on the geography of who you talk to.




As a Dish employee, my opinions are my own, and do not represent my employer in any way, shape, or form.
 
SLing211 said:
A brief update, I called back this morning and was told the absolute earliest someone could come out was Tuesday the 2nd. At 1:00PM today a Field Service Manager called me and said he was on his way and would be there within the hour. The Field Service Manager arrived, very nice guy by the way. It took him all of five minutes and he came back in the house and said there were two options to install one dish that would give me every channel in full HD. He said he was very sorry for the other installers lack of effort, and had no idea what took so long. I did not push the issue, and explain my situation with him, it isn't his fault, he said he received an email this morning and that was the first he had heard of the situation. He said he would try and schedule the install for sometime next week and be getting back with me as to when.

After giving it some thought, I called Dish customer service, and after some real arm twisting I was finally able to cancel. I was told my refund would be processed in 3 to 5 business days.

I am a big consumer confidence guy, if I don't believe in a product I want feel comfortable buying it. I just don't feel real good going forward, what if I have problems down the road. It was this hard getting started, whats it going to be like in two years?
Click to expand...
You just had some bad luck.

I've never had an issue with CSRs or tech visits (3 - setup, dish realignment after a hurricane (free of charge if I remember correctly), DishNet setup).


Sent from my iPad using Tapatalk
 
Yeh, you were one of the "slipped between the cracks". Far from the norm.
 
I would recommend trying one more time, but this time with a whole new work order. I bet the experience will be night and day
 
Unfortunate you had such a bad experience getting service. I have been with dish for 15+ years and had my first tech visit 4 years ago when I moved to Atlanta. I was quite impressed called Saturday afternoon for dish mover service and tech was out 8 am the next day ( sunday). A few weeks back had hopper upgrade and again chatted with csr on Thursday and tech was out next day. Don't know if I'm been lucky or they just got there act together in the Atlanta metro area.
 
SLing211 said:
A brief update, I called back this morning and was told the absolute earliest someone could come out was Tuesday the 2nd. At 1:00PM today a Field Service Manager called me and said he was on his way and would be there within the hour. The Field Service Manager arrived, very nice guy by the way. It took him all of five minutes and he came back in the house and said there were two options to install one dish that would give me every channel in full HD. He said he was very sorry for the other installers lack of effort, and had no idea what took so long. I did not push the issue, and explain my situation with him, it isn't his fault, he said he received an email this morning and that was the first he had heard of the situation. He said he would try and schedule the install for sometime next week and be getting back with me as to when.

After giving it some thought, I called Dish customer service, and after some real arm twisting I was finally able to cancel. I was told my refund would be processed in 3 to 5 business days.

I am a big consumer confidence guy, if I don't believe in a product I want feel comfortable buying it. I just don't feel real good going forward, what if I have problems down the road. It was this hard getting started, whats it going to be like in two years?
Click to expand...

That sucks sorry to hear. But I understand why you canceled I would have to.

However I have an idea for you if you want to try the hopper :) Call a small local dish retailer not dish network. The small local retailers will treat you right because they get paid pretty good money. Does your wisp install dishnetwork?
 
Assuming situation is as you describe I would have 2nd 3rd and 4th second thoughts about switching.
 
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