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Dish Network / poor service!

1 United States Review updated:

Dish Network=Nightmare! I highly recommend staying away from this company. The fact that the person that called us to promote Dish and get us to sign up couldn't speak English should have been our warning sign but we were foolish and signed an 18 month contract.

Our first problem was tracking down the free DVD player that was promised. When we went to print the on line coupon which truly was one of the reasons that we agreed to go with Dish it was expired. We then had to spend two days haggling with the company that offered this deal to get the DVD player. The company that called us to sign up was called DDS out of California. I told them they really had no right to offer this promotion to customers if they couldn't honor it. After two days going back and forth they decided to honor our coupon, what they called making an acception to the expiration date. The whole deal was we needed to receive our first bill and submit it with this coupon before December 22nd. We only signed up for Dish on December 20th and our first bill didn't come until January 15th, so there was no possible way to get it to them by Dec. 22nd and they actually wanted to argue this and not give us the free DVD player.

Problem #2 We never had a signal. The minute the wind would blow or it rained the satellite would go out of service. Go forbid if their was a severe weather warning we would have no way of knowing because once the satellite went out it wouldn't come on for anywhere from 2 to 4 hours later.

Onaparticularly bad storm in April it apparently blew our Dish so far out of alignment that we had no PPV for 3 weeks. We had only had our Dish for 4 1/2 months and felt we shouldn't have to pay anything for a service call. After all Cable has free service calls for the length of time the the customer has cable, unless it's sheer stupidity that is bringing a service tech back out time after time. Dish wanted to charge $30 to fix what they called a broken switch. I told them I would no way pay for a service call for a faulty piece of equipment only 4 months old. I finally got them to come down only to $15 but they would not come otherwise. When the service tech go to my house he said it wasn't a switch regardless of the fact that we were on the phone with three other reps. who ran system tests for us, all obviously from outsourced call centers and they each said it was a switch. This technician checked on our TV in their system information menu to see what our Dish was aligned at and could tell right off of the TV that the alignment was only 70% instead of 100%. It amazed me that we talked to three other phone technicians, one of them for 2 1/2 hours and that none of the three other so called expert technical phone assistants did this particular test. It took this guy 5 minutes to say our dish was out of alignment. Even though any of the reps. could have had us check the same thing and my husband could have repositioned the dish which was on the edge of our roof,not one of them suggested this. Amazingly, it could only be found with a $30 service call. I find it interesting how they conveniently forgot this step even though they had us relay information to them about what came up on different menus as they tried countless times to figure out the problem.

Problem # 3 -Two days later we ordered a PPV and it kept breaking up the picture, interrupting the movie but we let it go. Then it happened on two other PPV's, on the third one we got fed up. We figured if we needed another service call it would at least be free since it was an issue related to the last service call and within 90 days of the last call, so we called service again. As we were reviewing the PPV'S ordered they informed us several movies had been charged to our account that we know we definetly did not order. The rep. said it came from our remote so we had to pay for them. These included according to them one Porn movie a month for each of the 8 months we had the Dish Network. The hilarious thing was that these were supposedly ordered in the middle of the day when no one was home. One night we were sitting their watching local TV and all of a sudden an ESPN basketball special event PPV came on in the middle of our show for $24,we definetly didn't order it, we don't like basketball. The same exact thing happened to my brother-in-law at the same time because they called us the next day and asked us if it happened on our TV, they did refund that saying it was a glitch in the satellite positioning and happened to many customers. I asked the m how we could be charged for movies we did not order. In my house lives myself, my husband and 5 year old son. Some of these pornos showed up during the day when my husband was at work,my son at preschool and I was out running errands. I also told them my 5 year old couldn't have accidentally ordered them because we have parental locks on all our PPV's, which they confirmed. I then asked them how do we know that they didn't just add them on our bill and say we ordered them, so they could collect whatever they felt like charging. After all they seemed to be able to access our TV from their location, run tests and adjust whatever the chose to. All I was told is that they wouldn't do that, some reassurance!.We insisted on a refund. They said they can't go back previous months to refund us. Mu husband and I thought it was interesting i that we never saw any of these supposed PPV charges on any of our previous bills, we only received online statements and we couldn't access any more than the current and previous months information. They couldn't even tell us how much we had been charged only that they would not refund us the two Porno's showing or the current movie Norbit we ordered but couldn't watch because we kept losing signal. Therefore, we couldn't even argue about past charges only the current bill. We do spend at least $30 or more a month ordering PPV family movies and movies for our son to watch and have been excellent customers always paying our full bill on time, despite all of the problems, so we felt asking for these refunds back was no big deal. We had ordered two movies prior to this and didn't get to watch all of them due to lost signal and we let those slide, but we insisted on the refund for the pornos and Norbit. They told us if we asked for any refund then they would have to block us from ordering any future PPV's. Now I ask you, who is losing out! We can go to the video store. They would rather lose their $30+ dollars a month than refund $3.99. They told us this was their policy so that customer who would abuse the PPV service and constantly call and say the didn't order it and want a refund would be deterred. We said that was a shame because we certainly weren't trying to take advantage of them. We told them go ahead and block it, its' their loss and got our $3.99 back.

Problem #4- It was at this point that we decided enough was enough and we we're going to cancel our contract even though we had 10 months left on it. We were informed that we would need to pay the remaining balance of $146.97. When I called customer service and canceled the rep. told me they would charge the cancellation fee to my credit card that I ordered Dish with 8 months ago. I specifically told the outsourced rep. that I did not want the charge applied to that card because it was my debit card that I originally used to and I would not have funds available until my husband was paid2 weeks later. I repeated this three times and this man assured me they would not do this and would send me the bill to pay the balance by check or online when i was able to. This was two weeks ago. As of today I still did not receive the shipping boxes for returning the equipment that I was told would be sent UPS. Now I know UPS usually ships in a few days so I called to find out where they were. I also asked the woman to verify what we still owed them. She proceeded to tell me $15. I asked how this could be? What happened to the $146.97 we owed?She told me that it was in fact charged to my debit card but then declined. I figured the bank rejected it so I asked if it was declined how could we not owe it still, I couldn't see Dish wiping out our bill as a favor. I went around and around with her for 15 minutes. She would tell me the account had a credit and I would say ho, if it was rejected then I should still owe the $146.97, where did the reaming balance of $15 come from and finally got so frustrated that I hung up. At this point I pulled up my bill online and saw that they did in fact credit my Dish Network bill $146.97, so it was obvious they did in fact take it from the debit card that I explicitally told them not to. My husband then called back and talked to another rep. who confirmed they did in fact charge my debit card. Which in turn will now overdraw my account bouncing several checks since my husband doesn't get paid until next Friday. I called back and spoke to three diffrent reps. today asking how they had the right to go in and touch anyone's account, especially if the were told directly not to. I was told by each that it's in our contract that they have this right if the contract is canceled to collect any equipment fees, cancellation fees etc. All they could say was they were sorry for the inconvenience and that the rep. that canceled our contract did not note our account that we didn't want the charge to be applied to our debit card so they had no way of knowing we wanted the bill sent to or house, surprise, surprise! I told the rep. as far as I was concerned it was stealing. I didn't sign anything currently giving them permission to touch my account without my knowledge. I further explained that this just put the icing on the cake, this just added to the mile long list of reasons of why we canceled our contract with Dish 10 months early and will never recommend them to anyone. Our biggest mistake was that we had them two years ago had problems with losing signal constantly, we rode out the contract went to cable and then back to Dish to try and save some money and have more variety in our channel line up, huge, huge mistake!!!

I told this rep. how can they have the right to use a credit card that was given to them 8 months ago, when people's circumstances change, cards get closed, accounts change and especially with a debit card when the money may not be available. What really irked me is that if this CSR that I had canceled our contract with had told me they needed to charge the original card as policy and could not bill me at home, I would have made sure the money was there somehow or waited until my husband was paid to cancel the service, but he explicitly assured me over and over the bill would come to my house. When I asked the CSR Jane today how I could find out who this gentleman was that canceled my contract she told me she couldn't identify him by name only an operator # due to the fact that they have over 500 call centers around the world. I then asked her for the name of the company president to write to him. She said it was Charlie Koegen. When I asked for his address or how to get a letter to him she said she couldn't tell me that. If I wanted to complain I needed to email Dish. I laughed at her and told her why in a million years would I think that would be effective. No one would read it and if they did I would get some form letter response and the same piss poor customer service I had received from day one.

Therefore, I can only hope that the more customers that have problems with Dish will add their two cents here and maybe Charlie Koegen will read this. Thank our government and George Bush for the outsourcing of America. it seems if you can get an American on the phonethey are somewhat sympathetic, sometimes able to help or at least more willing. It sucks to have all these problems but it's even worse when you can't get someone that speaks English to help you and they can only recite from a script when you have a complaint. Can I finally add thanks for letting me vent. After reading all the other complaints on this site I'm closing my debit card so they can't take anymore money without my knowledge and if I can on Monday I may still block my account since the $146.97 may not have processed at my bank yet. I'm also going to ride Dish Networks but until I get my return shipping boxes. Good luck to all and cable is the way to go avoid the nightmare!

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Comments

  • Br
      24th of Sep, 2007
    0 Votes

    I dial the commercial accounting number printed on my bill 800-454-0843 and am unable to talk to the accounting department. I am routed automatically to residential sales who are unable to assist me. I have tried multiple times. Today, I spent over an hour on hold trying to reach them. The first call they told me to call back and they would guaranteed that I would reach commercial accounting. The second time they told me to press zero - it did not work. The third time I told them that their commercial number is routing me to residential and that if I could not talk to a commercial representative that I would report them to the FCC - they hung up.

  • St
      16th of Nov, 2007
    0 Votes

    I signed for a friend with a fee of 49$ and charged it to my debit card and agreed to a 18 mo contract. The person I signed for stopped the dish service without my knowing it and they debited my checking account for 188 dollars. I called visa and they put the money back in my account the same day and told me; we don't let dish do that. Visa also paid several overdraft charges the same day they put the 188 in. Dont' let dish get away with this. Just call the number on the back of the debit or credit card and they'll fix it.

    A month later they charged the card again and after calling visa again the same thing they put the 100 back in the account and after a investigation got my money back. Again. Don't give in to dish don't call them call your bank or credit or debit card co.

  • Va
      9th of Jun, 2008
    0 Votes

    I have been a dish network customer for over 3 years. Last night my 3 year-old son ordered a UFC fight on pay-per-view and I called immediately to cancel the event.

    We have never ordered anything like that but we do frequently order movies. After 30 mins of being told they will not refund the $49.99+tax, they finally said they would if I would put a code on my PPV account. After agreeing to these terms they informed me I can no longer order movies from the TV- I have to call and they will charge an additional $5.00 for the PPV events. No wonder DirecTV is #1 in customer satisfaction!!!

  • Su
      11th of Jul, 2008
    0 Votes

    My first experience with satellite TV has been extremely frustrating. At the time of installation the technician said I did not have to be connected with a phone line, but then I discovered an extra monthly charge because I was not connected. During the eighteen month contract there was frequent loss of service during seasonal Florida rainstorms. Additionally, I did not receive adequate help when customer service was called. Finally, trying to quit took four phone calls on my end. Afterward I called Dish to complain and was told that an e-mail would be read by corporate office. If my e-mail lwas read, no one replied. Now I am called at regular intervals to see if I want to subscribe to Dish Network again. Absolutely not! I'm sticking with cable TV.

  • Va
      23rd of Jul, 2008
    0 Votes

    Poor Reliability, Very Poor Programming. All the TV services brag about their 99, 175, or 250 channels, or what have they. Dish is especially poor. They have dropped the voom network. WHY? It had to be that it was costing them more than they were willing to pay, regardless of what the customers want, which is entertainment. They promise big programming, but provide low, low, quality programming. Anything that's cheap. Doesn't have to be entertaining, just anything they can say is a channel. My contract is up in Nov. and I will be switching back to Direct TV. They were a little pricier, but only a little, but their programming is/was exceptional. I will need to reevaluate, but I was happy before and used that happiness to assume that for less money I would be just as happy with Dish. NEVER HAPPENED!!!

  • Va
      28th of Jul, 2008
    0 Votes

    On initial sep up of service, had an appointment time and technician was late by 24 hrs. On recent service call, again made an appointment and technician never showed. When queried, dish network said they moved the appointment date to 4 days later without our knowledge or acceptance. Billed credit card on file 29.00 for no specific reason nor gave any notification of that charge. Service reps on phone read from scropts and do not listen at all to customer. You have to repeat things 3-4 times for them to get the idea.

  • Gs
      12th of Sep, 2008
    0 Votes

    Directv is even worse. I just changed after having Directv for over 20 yrs. I paid for new receiver at Best Buy for 65.00
    and was told the receiver still had to be returned. They would not send me new one so I bought it. I can't get cable here, so I have to have one or he other. Dish is better so far, but I keep a look out and check my bills. Also said that I now would have a 400.00 early fee for cancellation. Said they would charge my card. Buying a new receiver to replace my broken one extended my contract for 18 momths. I said now where in the receipt states that, and I will not pay. I just cancelled my card they had on file, so they can bill al they want, and I already have 3 letters waiting to go to the credit anency if they report it.

  • Fo
      26th of Mar, 2009
    0 Votes

    Sometimes you need to differentiate between a Dish problem, vs. an installer problem. I am fortunate to live where the local installer is first class. They even do follow-ups on each visit to make sure you are satisfied.
    I have read enough complaints about service provider installers to know it can certainly vary with locale. I am not making an excuse for Dish who should make sure their subs are meeting some basic rules.

  • Jo
      16th of Apr, 2009
    0 Votes

    mi nombre es jose d, maldonado. estoy asustado del mal trato y servicio que estoy recibiendo desde hace un mes, este dia 4-16-09 llame y me contesto una senora llamada francis, y muy enojada no me atendio y corto la llamada, a la hora llame y me contesto jaime, y tampoco le dio respuesta a mi problema, me paso a su spervisor y me corto la llamada, que pasa no es dinero el que pago por este mal servicio, por idnoren este correo y sabre que ya no me quieren como cliente, o quizas por hablar espanol talvez, mi numero de cuenta es 8255-909059076932. mi correo es ;verdadespd@yahoo.com. el problema es con una tarjeta llamada inteligente he perdido la mayoria de los canales; si hay alguien al otro lado y no se molesta por mi queje espero contestacion, attentamente jose d, maldonado

  • Ay
      14th of Dec, 2009
    0 Votes

    DISH network installer in our Birmingham, AL area is also TERRIBLE. Same problem with showing up late for service apoointemnt or not showing up. The main DISH customer service does not know if someone is coming or not and how to contact them.

  • Ye
      26th of Sep, 2010
    0 Votes

    Sus vendedores son mentirosos me dijeron q iva apagar 29 dolares pero no fue sierto pago 58 dolares lla me y medigeron q no savian nada. Y q el contrato nodise nada dla cantidad de dinero

  • Al
      22nd of Oct, 2010
    0 Votes

    I've been dealing tih dish network for about a year now. Within a year's period, I've had at least 6 outages with my satellite cable. This last time that I called in, one of the representatives tell me that they will have to "mail" me another cable box, in which it would take at least 5 days to get to me... I've had WAY too many inconveniences with these people. On top of all of this, I don't feel like a "valued" customer when I have to prepay for a movie or cable services. This is ridiculous. I've never had to go through this with other cable companies.

  • Ki
      27th of Dec, 2010
    0 Votes

    Hello this is Kimberly Escobar with DISH Network customer support just ran across your post and wanted to apologize for any inconveniences you might have experienced with DISH Network. I would like for you to know we appreciate your business as a loyal customer and want to help you to the best we can. If you are still experiencing any issues please fell free to contact me directly at kimberly.escobar@dishnetwork.com

  • Af
      22nd of Apr, 2012
    0 Votes

    We've been a Dish customer for almost 10 years. We recently moved a TV and DVR from a bottom level of our home to the main level and purchased a new Flatscreen TV. We followed directions on the Tv manual and also from thier so called TECH support 5 times and still no picture.We asked for a Technichan to come and look at it ...5 times he said " I HELP YOU FIX" and then finally after i got mad he said it would be $65.00 for a Tech to come. We told the Chineese person who answered the phone that we pay a fee of $6.00 each month for a PROTECTION PLAN, Then he said it would be $15.00 What is the Protection Plan for?? $6.00 x 10 years = $720.00 Thats worse than the MOB !! I think it over with my spouse and change Providers...JERKS

  • Ch
      22nd of Apr, 2012
    0 Votes

    Hi, I would like to start off by apologizing about the issue that you have experienced with our customer service representative, this is never acceptable. I would be happy to review your account and see what we can do to resolve this for you. Please email me directly at Cheri.Torres@dish.com with your account number or phone number on the account and I would be happy to assist you further. Thank you.

    Cheri Torres
    Social Media Representative
    DISH L.L.C.
    Cheri.Torres@Dish.com

  • Ke
      25th of Apr, 2012
    0 Votes

    Same thing just happened I thought a protection plan did just that. I did the surveys...cut off the protection plan and told them the next time it happed i was on to dtv...lol the problem was a faulty box so why should i pay for a call? I could pay for two visists for what I paid in protection. If u add it on you have to keep it for 6 mo. then take off again lol which is only 36 dollars lmbo what are they thinking???

  • Mi
      12th of May, 2012
    0 Votes

    Kelliperkins,

    That's unfortunate to hear that you've been experiencing some issues with your receiver and I would love to provide some assistance in getting it taken care of! What exactly was wrong with it? Could you fill me in on some of the details so I can get a good understanding of the problem? I'll look forward to hearing from you!

  • An
      30th of Oct, 2012
    0 Votes
    Dish Network - poor service
    dish network
    Cedar Park
    Texas
    United States

    I love watching movies, when I switched with dish network I made sure they had movies - everytime I attempt to watch a movie with my family we end up not watching because dish movies on demand is NOT FUNCTIONING! I've asked dish SEVERAL TIMES TO FIX THE PROBLEM - they'll fix it then after a couple weeks or so IT IS AGAIN NOT FUNCTIONING!!! Now I'm trying to get out of the service agreement and they even have the audacity to tell me now but would not provide the service we mutually AGREED UPON!!! What ever you do - stay with CABLE, Direct TV or ATT UVERSE!!!

  • To
      31st of Oct, 2012
    0 Votes

    Angelito Tan,

    I'm sorry to hear about the frustration experienced with the On Demand service. If you can provide more details to me via email at thomas.faust@dish.com, then I would be more than happy to review this and provide further assistance. I hope to hear from you soon!

    Tommy Faust
    DISH Social Media Representative

  • Ro
      25th of Jun, 2013
    0 Votes

    First of all, I find it ironic that there are ads for dish and direct on the complaint form. Having said this, Dish has consistently been ureliable with service appointments and the products they sell. We have been kept waiting for hours with no technician showing up. We have had dvrs fail repeatedly. Their customer service department is polite but do not solve any problems.

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