Dish Network Technical Problems: This is Getting Ridiculous!

Written by nickel - 17 Comments

For all the trouble that we’ve had with Dish Network, this is hardly surprising… Our service has been out since Sunday night. Actually, it started acting funky Sunday night and then pretty much went down on Monday. On Monday night, I called for technical service and explained to the guy that we were having problems with TVs hooked to both boxes, which indicated to me that it was the dish itself, and not the boxes that were acting up. I also ran down a list of Dish-endorsed troubleshooting steps that I had taken. His response?

He proceeded to basically read a script aloud while he walked me through all the steps that I had already taken (and told him about). I ended up indulging him and re-doing everything just to satisfy him and get him to schedule a tech to come out.

Guess what? When we got done with the troubleshooting, he told me that — get this — the problems are most likely coming from our dish, and not from the boxes. Which is exactly what I told him when we first started talking.

So here we sit. It’s Wednesday morning, and they’ve promised that a tech will be out to our house sometime between 8AM and noon. Hopefully this will be resolved soon.

At least we got the problems with our Dish Home Protection Plan all sorted out, so this visit is covered. Unfortunately, their policy is to bill us $29 for the visit (marked down from $49 for having the Home Protection Plan) and then refund the money once they verify that there is a problem. Hmmmm… Where have I heard about this sort of thing before?

Published on October 18th, 2006 - 17 Comments
Filed under: Customer Service
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Comments (scroll down to add your own):

I wonder if service issues/problems are tied to particular areas of the country since they contract a lot of that out. I know a lot of ppl here have had problems with Dish Network (and I’ve got my own horror story about their billing system…yikes!). But the two times I’ve had service people come out to my house they were there the next day and able to take care of the issue quickly.

Norm
Comment by Norm — Oct 18th 2006 @ 8:32 am
Norm, my best guess is that service will be a mixed bag no matter where are you, as there are good and bad contractors everywhere. I’m just hoping that we get a good one!

Do you mind sharing what your problems were when you had to have service people come out? In our case, we haven’t been able to hold a satellite signal, and then last night we started getting error messages about ’switch’ problems.

Comment by nickel — Oct 18th 2006 @ 8:36 am
My second issue was switch problems as well. I called when I first saw the problem (a Sunday night I believe) and they had me do some stuff that didn’t fix the problem and a technician came out on Monday. Wasn’t home when he/she got there, so I’m not sure what they did (and, of course, the wife doesn’t care enough to find out :-), but it was fixed when I got home.

I think though, that in our case, the switch that was causing the problem was tied to the box (we only run one box) and not the dish.

I’m trying to remember exactly what the first problem was….I think it was just very poor reception about a month after we got it set it…no error messages or anything like that. But again, they had them out the next day and got it resolved. That one I’m assuming was just realignment of the dish.
Comment by Norm — Oct 18th 2006 @ 10:09 am
Every time I read one of these posts, I think to myself “he should just dump them and go with DirecTV”. I’ve had them for several years now without a single problem in billing OR service. And that’s through four moves.
Comment by Matt — Oct 19th 2006 @ 3:19 am
Yes, we really should dump them. I just haven’t had the time to do so (which is a lame excuse because of all the time I’ve spent straightening out problems). The thing is, we really like the TV service and the hardware, and I’m not sure that we could set things up exactly the same way with DirecTV. But then again, if there were fewer headaches, that would probably be a fair trade…

Comment by nickel — Oct 19th 2006 @ 5:42 am
We have been without a proper working receiver for several months although we are still charged for complete service. We have spent in excess of ten hours on the phone with techs and when they could not resolve the problem we had them send a tech to the house this week.
the Tech called Dish discussed all the problems and said they would send us a new 622 receiver. Today we received an empty box. I called to see where the replacement receiver was and they said none was on the RA order. Now why would I send a receiver (942) they made us purchase for a $1,000 from one of teir dealers without having a replacement in place? This is not the first frustrating experience with them, but the most costly and most frustrating. I recomend noone get Dish Network. If anyone has any information where to go to compain about Dish or how to resolve the problem I sure would like to hear from them.
Comment by Lynn Guzman — Oct 19th 2006 @ 11:29 pm
Lynn, call their corporate headquarters.

See here and here.

Comment by nickel — Oct 19th 2006 @ 11:39 pm
I found your Web page while seeking information on how to contact Dish Network direct. Originally I was told with what I though was a contract that I would pay $49.99 with a $10 rebate for the first 10 months, bogus.

I paid an initial fee of $49.99 to get the Dish Network. After that: November billing was $75.91, January billing was $114.59, February $157.98, March $88.45. And when I called to complain I would get the response that the problem was fixed and I would see the adjustment on the next bill. It did not happen, 1-800-333-3474.

Here is an unconfirmed address given to me during one of these calls: Echo Star Satellite LLC, Dispute Resolution, P.O. Box 9040, Milton, CO 80120. I asked for a phone number to confirm, he had none. I checked Map Quest, no such place.

Arnold M
Comment by Arnold Midthun — Mar 12th 2007 @ 11:11 pm
DISH Network is the worst, hands down, when it comes to automated phone service. I’ve gone through the phone system instruction seven times in an attempt to resolve my technical problem. This annoying automated male voice asks me, after pressing the correct number for technical support, to “check the batteries on your remote.” I do so, because I don’t want to appear scatterbrained in the opinion of the automated voice. God forbid. Batteries good.
The voice begins each sentence or question with ‘Okay…’ or “Let’s see…” in an apparent attempt to ingratiate me. I did a reboot. I reset the remote. I went through this each of the seven times I’ve called. I even had a new receiver sent to replace what I assumed was a broken receiver. Not the problem.
For my last foray into the beloved world of customer service, the human person (for whom I waited an astounding 46 minutes) told me I must go through the steps by phone before a technician is sent, or pay the price out-of-pocket for the call, which is $29.95 per hour, including drive time. I refused to go through the steps yet again. I asked to have a technician sent and reminded them of my warranty. I overheard this actual human person, Tiffany, speaking to another actual human person about how she finally “did” her brother’s friend, and hopes no one finds out. I was almost so bored with the aforementioned 46 minutes of mind-numbing phone hell to actually care about her sex life. Really. She returns to the line to tell me that I will have to speak to a supervisor. This sounds like a fabulous idea to me. Then, dead line. Ooops, we were cut off. Damn, I won’t find out who was on top and if they cuddled afterwards. I call back. This time, after chatting with automated Dish Man, a conversation sprinkled with my, “Sure thing, co*ksu*ker!” to his cheerful requests, I get a human in 22 minutes. I note that this is less than half of my original wait. I count my blessings. I tell this new human, who has just completed a weeklong community course in English as a Second Language, that for two months I’ve been experiencing the same problem, and I need help. I want a human to come to my home. I remind her that I’m still under warranty and throw in that DishMan has called me a valued customer at least twenty times. She is unimpressed, but schedules the human technician after two jaunts of “Um, hold on a minute…I need to,… um,…just hold on, okay?” She schedules the service call. I rejoice in that fact that although I’ve used foul language with automated DishMan, I’ve kept my actual conversations with the humans quite professional; cordial even. “Thanks for your help, honey-dumplin, I’ll be home on Thursday awaiting my technician!” (No, I didn’t SAY ‘honey-dumplin,’ I only thought it.)
I’m supposed to have a technician here between 8 am and noon today. I mean “was supposed to have…” I called in at 12:30pm to the automated system only to be told by DishMan, “Okay, I see that you have a service call scheduled for (second automated voice; this time female) Thursday, March 15th, 8 am to 12 pm. (now back to male voice) Please continue to wait for the allotted time.” Then I’m rerouted to the main menu. Okay, I think, perhaps they meant Eastern time. Cool. I think I’m being quite reasonable, considering that I’m a bit limited to television programming because I live in a remotely rural area. I am also not afforded the luxury of finding and killing DishMan with my bare hands, but I digress. Now, it’s 2:40. I’ve called back, spoken to a human (31 minutes this time) and, while I didn’t use an epithet, I did become belligerent. They tell me the technician is “en route.” He must be flying right behind the monkeys that are exiting my a$$.
Comment by loretta darrillo — Mar 15th 2007 @ 7:13 pm
Everything is true about Teletech aka DishNetwork Echostar. Dishnetwork CSR is run by Teletech in US and other parts of the world. I’m glad I got Direct tv. I think they still do Verizon also.
Comment by blue — May 7th 2007 @ 4:11 pm
PLEASE, somebody help me!! I’ve called three times and put on hold forever…ok, a slight exageration. The “Tips Lady” kept waking me up.
Number one TV shows it is set to dule TVs, but the middle button is off. Number two TV wasn’t responding to the remote. I changed the batteries. I did the Recover thing and nothing. I have no idea what else I did, but number two TV only shows Channel 60 and won’t do anything else. I have always gotten such good service from the Dish Network, please please help me.
Comment by Margaret Marfin — Aug 13th 2007 @ 1:40 pm
I wasn’t getting any local and most of my other 250 channels on my regular receiver, so I called to get that fixed. After telling the first person what my problem was and he told me that he had to transfer me over to the technical support. After I waited again, I was apologized to again, and they had me troubleshoot my receiver again, and again I was told that I was going to be transfered to the tech department, which I was just transfered to. Before I could object, I was transfered. I was once again apologized to, and I had to tell my story again, and I was told that I was once again going to be transfered to the technical department, WHICH I HAD BEEN ON!!! I refused this time and asked to talk to a supervisor, the agent refused to let me talk to a supervisor as there was “no reason to need to talk to a supervisor.” I was promised that I was going to be transfered to the correct department, so I agreed and was once again through the loop. I figured out that I could change something in my receiver so that I could see my channels again and hanged up on the new apologizer. An hour and four people that could not fix something that easy? Worst customer service I have seen.
Comment by Luis — Oct 3rd 2007 @ 11:11 pm
I am a new customer for Dish Network. And having big time problems with Dish Network services.
The first time I called they didnot showup at my house, and the tech notes said that the signal is not avaialble at the house. They charged me 49.99 for activation by using my credit card.
After weeks of calling and talking over phone back and forth, finally they gave my money back.

Second Attempt: I called a local retailer this time thinking that I can catch hold of them locally if I have any issue with them.
But this time, they are charging me 5$ extra because I dont have a home telephone and they gave me a dual receiver 322 with two lines. But the point is I told them during my first concversation that I dont have land line phone at home.
So they realized the mistake after checking the phone records and apolozied to me over the phone both sales person and mamager level at the retailer.
Now they offered me the option of Pay Back services, with whom I need to work over the phone and explain my whole story and get the 5$ credit every month.

I am thinking is it really worth the headache??
Conclusion: Dishnetwork has a very poor service, I am not satisfied. Look for better options.

Suggestions are welcome.
Thanks
Comment by Srinivas — Dec 19th 2007 @ 3:36 pm
I had a DVR 500 without any issues for 4 years and I became very attached to it. DISH implemented a new software program and 3 days later, my DVR crashed.

I jumped through all the hoops with tech support, read off the same hard drive error and then waited for a replacement DVR. The replacement arrived and I followed programming steps, another drive error and the unit could not be programmed. Called tech support, more of the same and they offered to send a repair tech and charge me a fee, along with shipping and handling on the unit. Much arguing ensued and I was sent a tech at a reduced fee with a warranty program and shipping fees were waived.

I waited around for the tech all day, only to find my appointment had been cancelled by Dish. Another call to Dish, more arguing, another appointment and still no working Dish.

The tech adjusted my satellite dish, installed a new DVR and took one with him. He told me it could be two hours before I could record, but at least I had channels. No, no, no, I said! “What’s the point of a DVR if it doesn’t record?” Finally got it to record and he went on his way, after I tipped him. (I’d rather pay the installer directly, than DISH, just for them to pay the guy a percentage.)

Twenty-four hours later, after the software update, the box starts shutting down after 15 minutes and reboots itself. Works for a few minutes, and reboots, even during record time. Back to tech support. We go through the whole crap again and they send me another box.

I connect the box, call tech support straight away and make them sit with me through the programming and install process. I run through all the serial numbers and express my displeasure at being without service for about a month, get some measly adjustments and basically, I’m pissed. I lost DVR functionality twice and they tried to charge my credit card for the DVR’s. That really pissed me off.

I took my sweet time about returning the last two DVR’s and DISH has insisted I pay for them. I blocked them on my credit card, called DISH and told them they have the DVR’s and I’m not paying for faulty equipment.

They’ve cut me off for non-payment and now tell me that the DVR’s must be tested for customer damage. Major growling ensued on my part, for how I’m to be charged for equipment that was faulty on arrival; only to be told I will be credited, if DISH determines I did not cause the damage.

I’m not paying DISH for their bad equipment. I’m not paying for service I don’t receive; and I’m not “loaning” them $400 for extortion tactics, in the hope they will credit my account. The last supervisor asked if I wanted to cancel my account.

A $20 set of rabbit ear antennas from Walmart would give me one channel most days, two, if the weather’s right. I’m seriously considering it.
Comment by Karen — Jan 30th 2008 @ 3:38 pm
I totallay agree the dish network has the worst service. I don’t recommend to go for the dish network. I have a check switch problem for more than 3 to 4 months and getiing only half the channels.
Comment by Shhhhhhhhhh — Mar 30th 2008 @ 3:04 pm
We bought a new 42 inch HD tv for Christmas, once a month I go to tech services with dish network and now they want $100.00 to send a technician to come out to check the box that does not and has never worked properly. I am tired of the run around quick fixes that do not work effectively!

They won’t give us a station that’s advertised on their network. Why give 30 days of viewing the TVOne station if you did not want us to subscribe to the network? My neighbors in the next county (Broward County Florida) that is less than 10 miles away are viewing it, then why advertise the availability on station 121 when you won’t let North Miami area view it?

All I want is good service for the money I am paying and non discriminatory practices regarding programing.

I welcome your recommendations.
Comment by Diana — May 3rd 2008 @ 10:03 am
I have had dish network for (3) YEARS. i’VE BEEN OVERCHARGED CONSTANTLY IN (3) YEARS. In the fall of 2007,Dish network contacted me and said that their satellite was moving out of orbit and they needed to make some changes to my dish. Enevitably what happened is that after two-three reschedulings, the contractor came out and moved my dish 100 feet away from my home and charged me for moving it. It wasnt my satellite that moved out of orbit,it was their satellite. dish network sux. they only want your payment each month,and dont give a damn wheather you are getting service or not!
Now the new location isnt working either,no programing no nothing,and the want me to pay 29.00 for something they cant get right.this should be against the law!
Comment by Danny Brickles — Jun 26th 2008 @ 12:40 pm