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Dish Network Customer Service SUCKS

Written by Nickel - 531 Comments

I wrote last month about a minor customer service snag that we ran into when we had our Dish Network service connected. The problem was that the installation fee ($49.99) was supposed to be credited back to us on our first bill, but it wasn’t. Well, this small problem has now turned into a huge annoyance.

Before we get rolling, I just want to say that this is a bit ranty. But everyone needs a good rant now and then.

Okay, for a quick recap, I called customer service way back when I received the bill without the $50 credit. After getting the runaround from the CSR, I finally got to a supervisor who couldn’t do anything but apologize and say that they couldn’t give me the rebate since they had no record of me having signed an eighteen month commitment (required for the ‘free’ installation).

She insisted that I needed to call the reseller and have them re-send the contract. I objected, as this problem is clearly between the Dish and the reseller — why should I have to fix it? When I got no further (other than a $10 account credit) I hung up and called the reseller. He said that it’s not uncommon for Dish to lose the paperwork, and that he would just send it again.

A couple of weeks later I checked online and saw that they still hadn’t credited me, so I e-mailed them about it (I really didn’t want to sit on hold again). When I didn’t hear back from them for a week (not even an acknowledgment that they had received my initial query) I called them — again. This time the CSR that I spoke to said that there was a notation on my account that my e-mail had been received and forwarded to the Promotions Department, and that I should be hearing back soon. So the next morning I called the reseller to see what he could do. He said that he would go ahead and call the Retail Customer Service line to get things straightened out. That was a week ago. When I logged last night to see if things had been sorted out I found that we were still credit-less. So I called (AGAIN!).

This time I waited on hold for about five minutes before I spoke to a CSR that said she was going to put me on hold so she could check on things. That was the last I heard from her. No, she didn’t hang up. She just put me on eternal hold. After about 10-12 minutes, I grabbed my cell phone and called (AGAIN!!!), but I left the original call on speaker just to see if the CSR would ever come back (she didn’t). This time I immediately asked the CSR for a supervisor, and was promptly (well, not really promptly — it took about 20 minutes for it all to unfold) told that they had no record of my 18 month committment, and that there was nothing that they could do.

She then tried to bluff me by asking whether or not I had a copy of the contract. The installer doesn’t leave one with you, so she was expecting me to say no, which would give her an easy out. As it turns out, I DO have a copy of the contract — the reseller faxed it to me. When I told her this and asked for her fax number so I could send it to her, she blanched — I caught her totally offguard and she had no idea what to say. After stumbling around for a bit, she said that the reseller had to contact Retail Customer Service to straighten this out.

So, finally, I called the reseller (A-G-A-I-N!!!) and left a message… In short, I told him that I’m done dealing with this. Either I receive $49.99 (either from Dish or from him, I don’t really care) or I’ll be contacting both the Better Business Bureau and the State Attorney General’s Office. Yes, I know that $49.99 isn’t really worth all this trouble. And yes, I do realize that I could just cancel my service (after all, they keep telling me that they have no record of my 18 month commitment). But I’m pissed, and I’m on a crusade. I’ve already looked up the contact info for the AG’s office, and I have the Better Business Bureau website bookmarked.

So here’s my advice: If you’re looking for satellite TV service, ~~get DirecTV~~.

Hmmm… It appears that people are having similar troubles with DirecTV customer service, as well.

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Published on July 17th, 2006
Modified on December 22nd, 2011 - 531 Comments
Filed under: House & Home

About the author: Nickel is the founder and editor-in-chief of this site. He's a thirty-something family man who has been writing about personal finance since 2005, and guess what? He's on Twitter!

531 Responses to “Dish Network Customer Service SUCKS”

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501
Rikki Says:
December 8th, 2011 at 6:02 pm
I HATE DISH NETWORK!!! DO NOT DO BUSINESS WITH THIS COMPANY!!! I signed up for service with dish network last week and it has been the most horrendous experience I have EVER had with a company. I was lied to about the services, channels, and equipment I would receive just to get me to sign a contract. I was told installation would be the next day. Waited all day and guess what? No install. Rescheduled for thursday only for someone to show up on Monday when I wasn’t home! Then I was charged for service on monday. Really? Your gonna charge me for something I dont even have? Thursday rolls around, guess what? Yep. NO one shows up again. I call the company again and they finally get someone out to my house only to find out the deal I was promised doesn’t exist! When I called dish network (again), they tell me oh you can get what you want but you have to pay more money! NO!!! You owe me what you originally agreed to and I have the signed contract to prove it! I am VERY ANGRY! I have cancelled my service and I will be letting everyone know! This company is nothing but a SCAM!
502
TommyF@DISH Network Says:
December 9th, 2011 at 10:02 am
I can definitely understand how frustrating it gets when expectations are not met Rikki.

You mention the deal you were offered doesn’t exist; it is possible the deal may have been through a retailer. Retailers have special offers they can make that will not appear on our side of the system.

For the technician not showing up I couldn’t tell you what may have happened as I would have to view the account to get that information. With that information I would also be able to look into the bill and being charged prior to services being activated.

If you have any questions you can post them here; or if you would like to talk about the account you can email me directly at thomas.faust@dishnetwork.com and I would be more than happy to assist you further.

Tommy Faust
DISH Internet Response Team
503
rob Says:
December 22nd, 2011 at 8:11 pm
Stopped using dishnetwork because of the risinig cost. Customer service representatives are RUDE. they try and make it your fault and are not willing to listen. When you tell them that you will not consider them in the future becuase of this all you get is a canned crappy reply. Then I had to return their crappy recievers back to them, needless to say they billed me a lousy $15.90 to pay to send thier stuff back to them. they wouldn’t waive the fee in order for me to return to them in the future. I got lucky by moving back to DIRECTV and got more HD Channels, less interuption, NFL Packet, and recievers that actually work. Make your choice, my recommendation stay far away from DISHNETWORK and don’t call customer service. The first representative was somewhere over seas and didn’t speak very fluent english, thanks for outsourcing your crappy customer service..IT SHOWS..
504
TommyF@DISH Network Says:
December 24th, 2011 at 8:53 am
Rob,

I’m sorry for any inconvenience you may have experienced with price increases. All companies may increase their prices; which reflects the change in the amount providers charge for the channels, costs of equipment/services/etc..

We do charge $15 to use the labels we provide to return equipment; however you are more than welcome to use your own shipping methods. We include the labels as they are generally less expensive than half the cost of other couriers.

I’m sorry to see you left our service, but our door is always open and I wish you the best of luck in your future endeavors. If you have any questions you can let me know here!

Tommy Faust
DISH Internet Response Team
505
Terri Wells Says:
January 24th, 2012 at 9:03 am
Dish is ran by a bunch of incompetents who fool the public into thinking to know what they are doing, but will take your money while laughing at the public!!!
506
TommyF@DISH Network Says:
January 24th, 2012 at 9:48 am
Hi there, Terri.

I would be more than happy to assist you with any questions or concerns. Can you provide more information about what’s going on?

Tommy Faust
DISH Internet Response Team
507
TommyF@DISH Says:
February 28th, 2012 at 8:47 am
@Doug – I definitely know how it can be when you call in. As Mike said, you can definitely request to speak to an English agent. If you can send me an email (at bottom of this post), I would be happy to see if there any options are available to help prevent this in the future.

@Sandi E. – I apologize if there was any misunderstanding, or for any troubles when you call in. If there is anything you would like me to assist you with, you can reach me here or by my email at the bottom of this post.

@Megan Collins – Would I be able to get more information on your situation? You mention you were charged, and then were provided service 60 days later. With more information, I can definitely check this out and provide further assistance.

@Danny R. – We strive to provide the best in Customer Service. If you have any questions, or would like any assistance, please let me know here. If you wish to talk about the account, you can send me an email.

For those above, or any future posts, you can send me an email directly at thomas.faust@dish.com.

Tommy Faust
DISH Social Media Response Team
508
Ron Matthews Says:
March 1st, 2012 at 11:28 am
I didn’t realize the depth of Dish Network’s incompetence until my encounter with them today. I’m giving them the benefit of the doubt that they are incompetent and not downright dishonest. Here’s why:

I’ve been a customer of Dish Network for about 8 years and, for the most part, the service has not been all that much worse than any of the other providers of TV programming. I have always paid my bill in full and ahead of schedule.

This morning, March 1 2012, at the stroke of 7:00 AM, all of the Dish Network receivers in my house lost the satellite signal and were unable to reacquire it. After going through the usual steps of resetting the receivers, I contacted Dish and they scheduled a service call. So far so good. Then I decided to check my bill to be sure it was current.

My online bill indicated that I had a balance that was due by 3/19/2012. So I went ahead and paid it online and miraculously, withing five minutes, my service came back on. Needless to say, I was indignant that Dish would treat an eight-year customer in good standing in such a way.

When I called customer service to complain about being treated this way, they said that a cloud must have been blocking the signal. But Ku band frequencies are not affected by simple clouds. If I were Homer Simpson, then I might swallow such a line of crap.

So I’ll be parting company with Dish Network as soon as I decide on a provider that at least appears to have a modicum of integrity.
509
TommyF@DISH Says:
March 2nd, 2012 at 9:25 am
Hey Ron!

I can definitely understand why you would be upset. I would be happy to clarify some information for you. If an account loses programming when a bill is not paid, a “Programming Not Authorized” message will appear on the screen.

When satellite signal is lost, it could be for a variety of reasons. Sending a technician would be the correct step if troubleshooting can’t resolve it. I am glad to hear everything is working fine for you now. If you have any questions, let me know here and I would be happy to assist!

Tommy Faust
DISH Social Media Representative
510
Jonathan Says:
March 14th, 2012 at 7:23 am
I hate Dish with a passion. So I had verison and needed something cheaper. I called dish and this women was friendly and nice. I asked them questions about there channale offers and she told me the offer the same stuff as verison. She told me about all this free stuff and serivce we get. I told her we still had verison and she said no prob. They come out the next day and tear up my house and re wire everything!!! Chop a big hole in my roof for their Dish! I wanted to think about it, but they came to our house without me sayin that I want it. I call them out to cancell and they won’t come pick up the equipment and they won’t unhook their stuff and hook everthing up like before. Plus they broke the law by using verisons equipment to power theirs! OMG it has been a nightmare. We sittin in a house with nothing now! I called Verison and their going to reinstall our stuff. What I’m most pissed off about is all the fees that they charged and I wouldn’t get the money back untill I give the equipmet back. So now I gotta ship the stuff, but I need the money that they took back cuz I’m really low. *** person on the phone lied, never get Dish network EVER EVER EVER EVER! I’ll stick with Version for another two years thank you!
511
TommyF@DISH Says:
March 14th, 2012 at 8:44 am
Hey Jonathan,

I sincerely apologize for any trouble you experienced. I can definitely provide more information for you.

We have disclosures that need to be accepted before an order can be setup. When the tech finishes their work you’re required to sign a work order saying the work was completed and is done to your satisfaction. If you refuse to sign that inital work order, the tech will deinstall the house.

If you can send me an email to thomas.faust@dish.com then I would be happy to review this with you. I can also look into the order itself and any options to help get this resolved.

Tommy Faust
DISH Social Media Representative
512
Debra Elliott Says:
March 16th, 2012 at 6:24 pm
Why do new people get all this stuff and customers that have been faithful to Dish for years gets nothing but higher bills. We dont get Block Buster or whatever.i am gonnna shut off Dish,that cares nothing for the fathful. and get it again to get all the perks.. No really tho why do we get no perks. While yall just take our money every month and offer us NOTHING.What does Direct offer?
513
Jason Says:
March 16th, 2012 at 8:09 pm
Debra,

Unfortunately, their response will be, “When you signed up, you had a promotion. Therefore, you are not allowed anymore.”

Now, as far as their new promotion, you have to be without their service for 12 months, after equipments have been sent back unless you own them. By then, there will be something even better.

This is something I do, I have the service for 2 years, cancel, go with the competitor for 2 years, cancel them, go back, and keep going. I have been doing this for awhile. There is no clause that says you can’t do this. So it is completely legal and legit.

I hope this helps you in some way.

Thanks,

Jason
EX-Tech for Dish
514
Dave Andrews Says:
April 3rd, 2012 at 6:11 am
Dish TV is the worst service provider I have ever encountered in all my years..their customer service is un-caring…all they want is the MONEY..then they lock you into a contract with all of their false promises and more or less tell you to go **** yourself if you have a problem..I wanted my billing date moved three days so that I could pay my bill on the 1st of the month as opposed to the 27th…they REFUSED…SAID THEY COULDN’T do it becasue a COMPUTER ran everything…I asked them if they had any live people there that could make a decision and re-program the billing date..Obviously there are a bunch of stupid asses working there..because they said no..I refused to pay my bill..they threatened to take almost 400 dollars out of my account if I didn’t pay for-early withdrawal charges… then I got the 49.95 package…( aslight of hand) I did it on the 2nd of the month which changed the billing date..next thing I know I’m getting a bill for almost 70 dollars…TAXES..GIVE IT A REST!!!! thats almost 30% tax charges…WHAT A BUNCH OF ASSHOLES…I told them when my contract is up I’m pulling down the DISH and taking a big crap in it and sending it back to them..WORST SERVICE PROVIDER EVER>>DO NOT SIGN WITH DISH TV…
515
TommyF@Dish Says:
April 10th, 2012 at 7:33 am
@Dave – I can definitely understand the frustration with your billing date. The bill date is based upon when the account is activated, and can not be changed. When changing a programming package, there is a pro-rated charge or credit billed from the day of the change, up to when the next bill is generated.

I would be more than happy to review the account with you and look into this further. You can reach me via email at thomas.faust@dish.com if you would like additional assistance.

Tommy Faust
DISH Social Media Representative
516
Carol Fox Says:
May 6th, 2012 at 6:41 pm
If you depend on your TV for weather warnings, you
can’t depend on Dish Network. The reception is gone
with the first rain drop!
517
Terri T. Says:
May 8th, 2012 at 11:26 am
@Carol Fox – You’re positively right about Dish and the reception going out with the first dark cloud. Thus far, DIRECTV ’seems’ to be better, but hurricane season hasn’t hit us yet.

As for the experiences as far as customer service with either Dish or DIRECTV, we were C-band customers who just ‘rolled’ to Turner Broadcasting, who then became Dish, so I never had to do any ’sign up’ with Dish, per se.

Signing up with DIRECTV was an absolute nightmare. Each subsequent person that I spoke with, gave me a different story – with the prices steadily creeping up and the service creeping in the opposite direction. If not for my spouse, that would have been THE END of anything other than over the air television in this household. I had rather watch 3 channels and snow, or the grass grow, than be lied to – and I mean that sincerely.

In a company the size of DIRECTV, and with the resources to make sure that EVERY EMPLOYEE can have the same information in front of them when talking to a customer, there is no excuse for changing stories, other than just plain lying. I believe this is termed ‘bait and switch’… which loosely translates as what big companies can convince themselves to be an acceptable alternative to the truth.
518
Betty Says:
May 30th, 2012 at 4:43 pm
They owe me a refund of $80.+ dollars that should have been sent out in April —it is now the end of May & nothing. At the time of discontinuing the service I advised them that I would recommend their service to other folks that needed service—but after this I would not recommend them to anyone. Oh–if you are discontinuing service, make sure that you do it right when another month is due—then you won’t be left waiting for a refund that never comes–
519
robyn Says:
May 30th, 2012 at 10:11 pm
I can’t agree more with your rant…I have had nothing but lies and deception with Dish. You never get credits properly they sell you one thing and you get another….my initial $39.99 for the first year (for which I signed a contract to insure that price) within 4mo. has now escalated to over $100.00 per month…which of course I’m fighting…I’ve asked direct questions on several different phone calls for which I have been consistently lied to….Well you can see I can go on on and but…this was your rant I just certainly understand!

Robyn
520
TommyFwithDISH Says:
May 31st, 2012 at 10:18 am
@Betty – I can definitely understand why you would be frustrated waiting on a refund. For Credit Cards, the refund is usually 3-5 business days, and checks are usually 7-10 business days. Since it’s been over a month, there may be something else causing a delay. Keep in mind we don’t refund the prorated programming credits. If you would like me to look at this further, my email is in the bottom of this post!

@Robyn – I know how sudden increases on your bill can be. If the bill jumped up that high after only a few months, it may be a promotional offer that expired. I would recommend checking your account at http://www.mydish.com and making sure everything is fine. I can also review this directly with you and research more information.

You can reach me at thomas.faust@dish.com with any questions or if you would like any assistance.

Tommy Faust
DISH Social Media Representative
521
jimmy warren Says:
June 4th, 2012 at 9:46 pm
All satlite companys and cable companys are over rated cause I know .I worked doing all Comcast ,charter ,dishnetwork.direct tv they get u in and u are a number like anything in America anying more.till they get slapped on hands by government authoritys.just do ur home work fix every thing at ur home trees and stumbling blocks to clear ur self from satlite com. So they can get great picture locked in. Dish and direct TV are great companys here America just stick with what’s hot and new fastest news boxes then change later.
522
Holly Says:
July 12th, 2012 at 11:54 pm
I too am contacting the BBB. They are absolutely horrible. I have had to call EVERY month because my bill is wrong EVERY month. I keep asking to talk to a manger and of course they never let me talk to one. So I feel this is my only option.
523
cas2012 Says:
July 26th, 2012 at 9:27 pm
I had installation scheduled for 3p to 6pm and took off from work early. So,I called and they said someone would be by in a couple of hours. By 9pm, they still had not shown up.
524
HORRIBLE CUSTOMER SERVICE Says:
October 22nd, 2012 at 5:23 pm
Goes to show you, after all these years.. they are still getting away with overcharging and horrible customer service. They try and sell a value and tell you that they aren’t like DirectTV, when they are all the same. They have you sign a 24mos contract when the pricing is only good for 12mos. Then you are forced to pay the higher rate or cancel. You don’t get a choice to negotiate for a better deal. For us, our monthly bill tripled!! In addition, when they made errors 6 months ago, we were given two movie credits. We used them and then were still charged for the movies. What a scam!!! DONT DO IT!!! Don’t switch to DISH!
525
hector rivera Says:
October 26th, 2012 at 12:54 pm
the only differance between dish and Jessis James is he had Guns. this is the worst TV ever, I was with them about 7 months, I was lucky to get 3 months of progaming,there tech, are bad, I am a disable vet, i live check to check, they took $350. out of my checking with out my permission.which cause all my bills to bounce,now I live in a tent in the woods they said the only way I could get my money back,if i instsall dish agen. where would I put the dish on my head? Im going to die in the wood because of dish.they dont care for VETS,they told me to go to hell. what do u think they will do to you? I have no home and Im hungrey,revege is a DISH served cold!!!!!!!!!!!!
526
hector rivera Says:
October 26th, 2012 at 12:56 pm
the only differance between dish and Jessis James is he had Guns. this is the worst TV ever, I was with them about 7 months, I was lucky to get 3 months of progaming,there tech, are bad, I am a disable vet, i live check to check, they took $350. out of my checking with out my permission.which cause all my bills to bounce,now I live in a tent in the woods they said the only way I could get my money back,if i instsall dish agen. where would I put the dish on my head? Im going to die in the wood because of dish.they dont care for VETS,they told me to go to hell. what do u think they will do to you? I have no home and Im hungrey,revege is a DISH served cold!!!!!!!!!!!!1ST TIME SUCKER
527
Mike Says:
October 28th, 2012 at 3:10 am
Hector,

Seriously, you’re a moron. First off, yes, they have your permission to take the money out of your account. If you actually READ the contract, or LISTENED to the agent as they read you the contract over the phone, it is stated that if you don’t make your payment, your service would be interrupted, then disconnected, then cancelled. If cancelled, they were allowed to take out the proper charges, I.E. cancellation fees, equipment fees. You live in the woods, yet you’re able to post on the internet? “where would I put the dish on on my head?” I can think of a good place to stick it!!! BEND OVER!!!
528
cheezer Says:
November 21st, 2012 at 2:21 pm
I have had dish for 10 years now. I have paid 7.00 a month for receiver rental on 2 boxes..so that’s 2 x 7 dollars + 14.00 a month x 12 equals $168., for ten years. So thats 10×168 equals $1,680. for receiver rental. I called Dish network, and the customer service person staed that I will keep paying the rental fee…I told him “haven’t I pretty much paid for the 2 receiver boxes by now? why do I have to pay the 14 dollars rental, on 2 outdated receiver boxes? he wouldn’t remove the rental fee charges.
529
Mike Says:
November 25th, 2012 at 11:39 am
Cheezer,

Nobody will do that. Let’s say you’re renting a home. The tennant has paid you on time for over 20 yrs, well worth more than the value of the home, would you just hand it over to him??? Doubt it. I don’t know anyone that would. Same scenario here.
530
Tuffy Says:
February 26th, 2013 at 10:36 am
No one should be doing business with DISH network; they are an evil company. Bloomberg gave them the honor of “most heartless company in America” for 2012. I live in CO where they are headquartered and have personally known several people who have worked for them, one of which had to go to therapy to deal with the PTSD he experienced after working in management there. The way they treat their employees is legendary in this area. STAY AWAY from DISH! Directv is the way to go; better cusomter service, and a MUCH better company that treats its people and its vendors fairly. I do agree with one commenter here, though; no matter who you buy from, contact them directly; going through a “reseller” is just asking for trouble.
531
ramesh patel Says:
March 27th, 2013 at 11:34 pm
some one call me from fromdishnetwork told me to pay 622.95 dollar and u don’t have for 1 year to pay i bought a card from walmart i pay for it it was their phone number after they say it was frud and u have to pay past due i ask what about my money they said it was scam and all your money is gone and u have to pay bill due this is wall street inside trading this sob people knows how to cheat customer who ever u r when u born again u gonna born in ditch and spend all life in ditch u don’t know what dollar is in your mud life

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