1/13/10 - DISH, Dish, dish.....

Yes, it's that time again. Although there is no set schedule, I can't seem to go too long without having an awesome story about Dish customer service. This time around, it started right after we had our roof replaced. In fact, I roughly documented the origination in a previous post.

Just a quick summary, the roof got replaced which required the roofers to remove the satellite and put it back. We lost signal to our Local HD Channels. Immediately my wife and I knew that the dish was slightly off and needed to be adjusted to point in the right direction.

We called and they walked us through a process that would supposedly fix the issue which resulted in us completely losing the HD channels. They wouldn't even show up on our channel guide. We didn't catch this for a day or two as we rarely watch those channels. During this first call, we specifically said that we would like a technician to come out and take a look, but they of course had to walk through a process over the phone first.

After a week or two, Cristi had enough and called Dish back. This time, we again insisted that a technician come out and check our signal. This time, the support person on the phone informed Cristi that our receiver was bad that it was blocking the channels. Of course, they said this even after running tests (just like the first call), and seeing that one of the satellites was not showing up correctly. At this point, you would think something would trigger in them that the dish is just out of line. Cristi was also told that we could hook up an external hard drive to copy off our DVRed programs so we wouldn't lose them when switching receivers.

Instead of fighting with them at that point, I decided to actually give it a shot so that I could then state with proof that they had no idea what they were doing. When the receiver came in, the first thing I did was hook up the hard drive to copy over our shows. At that point, a message popped up letting me know that this had to be activated. No big deal I thought, so I called the number.

This is where things really went downhill. I explained to the guy what I needed and he explained that there was a onetime service charge to unlock the USB transfer feature....$39.99. That's right, nearly 40 dollars, even though the first support person told my wife that all we had to do was hook up the hard drive. At that very moment, I flipped. Without using any profanity, I began insulting him and his coworkers simply because I had had enough of dealing with unintelligent individuals. During this process, I also explained to him the process I had gone through and what I was trying to get accomplished.

Once he experienced my frustration, he apologized profusely, and recognized what I had been saying since day one...THE SATELLITE WAS OUT OF LINE!!!! In fact, he stated this very thing and then told me that we could get this resolved over the phone. Although I didn't believe him for a second, in order to get the technician out to my house, I had to go through the steps one more time. While the steps were going on though, I brought up a few things including the process to return the receiver that Dish had incorrectly sent me and getting the shipping charge removed from my account. After this guy couldn't get it done, he sent me over to an "advanced" technician who promptly said, "Yup, looks like we'll have to send someone out to your house..."


At that point, all was right in the world. The guy came out, and fixed in about 45 minutes. He said the dish was off by about 4 inches or so which is why we couldn't even pick up the satellite we needed to get the channels we wanted.

After three phone calls (the last of which took over an hour) and a 45 minute technician visit, the end result was the very thing that cristi and I both new needed to be done. The dish needed to be realigned. The technician visit was free, except that I had to add a 5.99 package to my plan to get that so all that was lost in this go around was high blood pressure, close to 2 hours of my time and about the same for my wife and a $5.99 charge. I guess it could have been worse, but we will see how my next few bills show up considering the issues I've had previously.


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