Today is November 23, 2020. I called last week about needing a replacement for my joey. After a 28 minute wait, I got to speak to a representative. After an hour of explaining that the problem was the picture was like a mosaic or thermal image, they refused to replace the joey, spoke to a supervisor, the same problem. I had done everything to seeing if the problem could be corrected with the exception of replacing the HDMI cable. I should NOT have to pay to buy another cable just to see if that was the problem. I was told they could not replace the joey until I had completed all of their correction measures. Problem NOT resolved!
2 days later I got on chat and spent about another hour going over the same detailes, I want reimbursement t for the time I am without the use of that joey. instead, I ended up being given a free one month of in-home service so as they could send a technician out to my home. So now I have to expose myself to the virus, by having a technician come to my home. Until the problem with the joey, I was happy with my service, understanding about disruption because of the weather, and had planned on renewing my contract when it came time. Now, if I could cancel my service I would. I have gone over a week trying to resolve this, hours wasted on the phone and with chat, and I was informed there would have been a shipping charge if they had just sent me a replacement. I pay $5 per month for that joey, and if it is defective, you should replace it at NO charge. I wonder how the FCC would rule on this. I know that if the dish had charged me I would have filed a complaint with our NH State Attorney Generals' office, Division of Consumers Affairs. As I am retired, I have plenty of time now for filing complaints about being defrauded or ripped off. So as I wait for the technician to arrive tomorrow, this is why you lose customers. I was paying about $72 per month or $865 per year of which $60 per year for the joey, a cheap $20 unit made in China, is now going to cost you my account. I will still keep paying for my service because I agreed with the contract for 2 years. I will however NOT be renewing. My son's contract with direct is expiring and he did like my voice remote but after me telling him about your customer service he is renewing with direct. My daughter and granddaughter also liked that voice remote but their contract is sometime next year, but again after I told them about all the trouble I am having getting a simple joey box replaced you can be sure they won't be considering dish for there service. All of this because of a simple defect in a joey and your policy about replacements.