No matter how much you like a product or service – one incident can ruin your loyalty and trust.
I’ve been a customer of DishNetwork for over 5 years. In June when I moved to my new house, I brought Dish account with me and even upgraded to DVR with a new unit and have service in four rooms.
Last night our receiver began acting strange. Shutting off at random – leaving us to watch a nice black screen with the words NO SIGNAL.
I phoned technical support who walked me through actions I already knew and had conducted including unplugging the unit from the wall for 30 seconds.
Throughout the night – the unit continued to shut down.
This morning I phoned tech support again and the end result is they are shipping us a new unit.
The representative told me we would have the new unit via UPS by Monday or Tuesday.
That is NOT acceptable!
I told them we have not had unstable weather – there has been nothing done differently – this is a faulty unit and not at our hands. I should not be responsible for the $25 charge they are tacking on my bill to have them overnight equipment that should have been right to begin with.
At this point we SHOULD have our new unit tomorrow – if not, I will be in a house full of unhappy characters and will be forced to take my frustrations out on someone – I’d sure hate to be the rep that gets me if Dish fails on this call.
I do have my old DVR unit from my other house – Following a long detailed chat with them in June – I learned I could keep it and pay a penalty of $100 or I could send it back and purchase one for $300.
Uhhh Do the math! What do you think I did?
Now, whether or not the unit that I kept will work or not – is yet to be seen. I will have to have help in installing it due to the heavy wall unit the main television sits in – but you can bet I’ll be giving it a shot.
Have you had similar issues with DishNetwork? How were things handled and were you happy with the end result?