On 8/13 I contacted Dish Technical Support on chat regarding a problem with our VIP722K receiver . The receiver was freezing and rebooting by itself several times a day.
The technician determined that the receiver was defective and needed to be replaced. He stated that a replacement receiver would be shipped and should be delivered in 3-4 days, i.e. by 8/16 or 8/17.
On 8/14 I received an email notice that the replacement had been shipped, along with a UPS tracking number. When checking on ups.com, the site stated a label had been created but the package had not been delivered to UPS for processing.
On 8/17, the first expected delivery date, I checked on ups.com again, and the shipment status had not changed. That is, the package had not actually shipped yet.
I contacted customer service on chat to inquire of the status of the shipment. I was informed the shipment had been delayed, but that we should expect delivery by 8/23. I expressed that I was unhappy with the delay, as the receiver had gotten worse and was now freezing and needing to be reset every hour or so. This made it impossible to record any shows, and difficult to even view a show without being interrupted. I thought because of the delay and the degradation of service some adjustment should be offered, but was offered nothing reasonable in the way of a bill adjustment.
By 8/23, I was not surprised that no new receiver had been delivered. The shipping status on ups.com still showed that a label had been created but the package had not been delivered to UPS for processing.
I contacted customer service on chat again on 8/23. I was informed the shipment had been delayed again, but that we should expect delivery by 8/29. I stated that this was doubtful, given the record of repeatedly being given expected delivery dates which were missed with nothing to show for it. At this point, our receiver had gotten much worse, and was now freezing several times an hour. I escalated to a supervisor. The only adjustment I was offered was a $5 discount for the next 6 months. This seemed inadequate, as our bill is over $120 per month, and the service at this point had been basically unusable for two weeks. I stated that if a replacement for our 722K was not available, Dish should replace it with a better model that was available, with next day shipping. I was assured that equipment was available to ship, that we would definitely receive our replacement by 8/29, and there was no need to take any additional steps.
Well, it is now 5 days past the third promised and failed delivery date. The tracking information on ups.com still shows that a label had been created but the package had not been delivered to UPS for processing. It is now more than 3 weeks since we were promised a replacement in 3-4 days.
We have been loyal and satisfied Dish customers for more than 15 years. We have referred the service to several other people who have subscribed. Given this recent situation, I can no longer in good conscience refer any other person to subscribe to Dish service. Needless to say, I'm going to be exploring alternative providers.
I am very disappointed that no one at Dish network has been honest about this situation. It would have been acceptable to state that equipment shortages prevented a prompt replacement and that a proper bill adjustment would be made. Instead, I have been repeatedly misled and offered nothing but ridiculously inadequate amounts of compensation.
The technician determined that the receiver was defective and needed to be replaced. He stated that a replacement receiver would be shipped and should be delivered in 3-4 days, i.e. by 8/16 or 8/17.
On 8/14 I received an email notice that the replacement had been shipped, along with a UPS tracking number. When checking on ups.com, the site stated a label had been created but the package had not been delivered to UPS for processing.
On 8/17, the first expected delivery date, I checked on ups.com again, and the shipment status had not changed. That is, the package had not actually shipped yet.
I contacted customer service on chat to inquire of the status of the shipment. I was informed the shipment had been delayed, but that we should expect delivery by 8/23. I expressed that I was unhappy with the delay, as the receiver had gotten worse and was now freezing and needing to be reset every hour or so. This made it impossible to record any shows, and difficult to even view a show without being interrupted. I thought because of the delay and the degradation of service some adjustment should be offered, but was offered nothing reasonable in the way of a bill adjustment.
By 8/23, I was not surprised that no new receiver had been delivered. The shipping status on ups.com still showed that a label had been created but the package had not been delivered to UPS for processing.
I contacted customer service on chat again on 8/23. I was informed the shipment had been delayed again, but that we should expect delivery by 8/29. I stated that this was doubtful, given the record of repeatedly being given expected delivery dates which were missed with nothing to show for it. At this point, our receiver had gotten much worse, and was now freezing several times an hour. I escalated to a supervisor. The only adjustment I was offered was a $5 discount for the next 6 months. This seemed inadequate, as our bill is over $120 per month, and the service at this point had been basically unusable for two weeks. I stated that if a replacement for our 722K was not available, Dish should replace it with a better model that was available, with next day shipping. I was assured that equipment was available to ship, that we would definitely receive our replacement by 8/29, and there was no need to take any additional steps.
Well, it is now 5 days past the third promised and failed delivery date. The tracking information on ups.com still shows that a label had been created but the package had not been delivered to UPS for processing. It is now more than 3 weeks since we were promised a replacement in 3-4 days.
We have been loyal and satisfied Dish customers for more than 15 years. We have referred the service to several other people who have subscribed. Given this recent situation, I can no longer in good conscience refer any other person to subscribe to Dish service. Needless to say, I'm going to be exploring alternative providers.
I am very disappointed that no one at Dish network has been honest about this situation. It would have been acceptable to state that equipment shortages prevented a prompt replacement and that a proper bill adjustment would be made. Instead, I have been repeatedly misled and offered nothing but ridiculously inadequate amounts of compensation.
