DishNetwork – A Customer Experience Tale Part 1

by Gayla Baer

dish network review

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?

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{ 7 comments… read them below or add one }

chua August 25, 2010 at 7:13 am

Nice day huh today. I have new stories in my blog…

Download msn Smileys September 1, 2010 at 6:34 pm

Interesting i like it

the gamer December 8, 2010 at 9:13 am

The story is really interesting and shows me how to behave in such a circumstances. Thank you for the article and good luck :) ))

The Fitness Enthusiast January 17, 2011 at 7:25 am

You think this is bad? Try attempting to cancel your AT & T service.

Barstol February 21, 2011 at 8:31 pm

That ain’t just you. I hate it when company’s get to big -> it seems to me when a company reach a certain size they stop caring about the small customers.

iTechWhiz February 25, 2011 at 9:28 pm

Gayla! a really useful and helpful post by you! covered it well.

Ryan May 27, 2011 at 9:17 pm

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