Plan on switching from Dish N

[Ruttrow]

Good Morning,

I have been a Dish N customer for over 2 years. I have the VIP 622 DVR as one of my receivers. I'm on the second replacement in the last 3 months. It just stops working. Dish N customer service is poor in my opinion. We have been a good customer for 2 years, we have the biggest monthly bill you could have with them, always pay on time and yet it takes 3-5 days to get a replacement box. I got mad and scheduled Direct to install this Saturday. Am I going to have the same issues? How is their customer service, equipment, etc. I really do not want to make the switch if one is no better than the other. Thanks in advance.

Mike

[mobandit]

Good Morning,

I have been a Dish N customer for over 2 years. I have the VIP 622 DVR as one of my receivers. I'm on the second replacement in the last 3 months. It just stops working. Dish N customer service is poor in my opinion. We have been a good customer for 2 years, we have the biggest monthly bill you could have with them, always pay on time and yet it takes 3-5 days to get a replacement box. I got mad and scheduled Direct to install this Saturday. Am I going to have the same issues? How is their customer service, equipment, etc. I really do not want to make the switch if one is no better than the other. Thanks in advance.

Mike

Some will answer this question with a list of woes, others with a list of glowing reports. As with nearly any customer service oriented business there will be happy, satisfied customers and there will be unhappy, dissatisfied customers....so take the replies to this question of yours with a grain of salt, it only represents a small minority of the D* customers.

For me, I have been mostly pleased with my D* experience. I get decent reception (some rain fade during heavy storms), my DVR's have always worked (one defective unit that was replaced fairly quickly), and the CSR's have pretty much handled my complaints when I did have one. D* has a couple of issues with their current release of software for their DVR's, but they'll get fixed, eventually.

[idigg]

I came from DISH Network, and I am VERY happy I did. I had issues with DISH when I wanted to upgrade a receiver, they wanted to charge me a crapload of money.

Never looked back, and I have had great success with DirecTV's HD DVRs.

[boba]

Both companies have problems, is the grass greener on the other side of the fence? I would stay with the known rather than enter into a 2 year contract and an unknown.

[paulman182]

Good Morning,

I have been a Dish N customer for over 2 years. I have the VIP 622 DVR as one of my receivers. I'm on the second replacement in the last 3 months. It just stops working. Dish N customer service is poor in my opinion. We have been a good customer for 2 years, we have the biggest monthly bill you could have with them, always pay on time and yet it takes 3-5 days to get a replacement box. I got mad and scheduled Direct to install this Saturday. Am I going to have the same issues? How is their customer service, equipment, etc. I really do not want to make the switch if one is no better than the other. Thanks in advance.

Mike

I am very happy with DirecTV and never plan to switch. I did have Dish Network for a few years and overall, I like DirecTV better, and now I'm hooked on NFL Sunday Ticket.

However, I don't think it would be wise to switch based solely on what you describe. The very same thing could happen with DirecTV--it's the luck of the draw. Some people get problems resolved quickly and some don't.

I would look at the channel lineups and costs, and factor those in, before making my decision, because you can't always predict how either company will handle issues when they arise.

By the way, Welcome to the Forum!!!

[RACJ2]

I will start out by letting you know that I am very pleased my choice to move from cable to D* and with the overall service I get. My main interest is sports and D* has E* beat hands down. When it comes to movies, etc, many people have stated E* wins that category. As others have mentioned, you need to consider your desired programming and know that your experience with a D* CSR can vary. The positives are that they are located in the US and most are very friendly, but you can have a bad one.

Based on your concern with E*, I think you should know upfront the policy that D* has with replacing DVR's and then make your decision. The DVR's are under a 90 warranty and will be replaced at no charge during that period. If you don't take the monthly protection plan ($6/mo), after 90 days they will replace it, but you will pay a $20 shipping & handling fee. If you have the protection plan, they will replace it at no charge. They will ship you the replacement and you can swap it out yourself. From what I have read, it may take a few days to arrive.

Also, you need to be aware that you can't specify which model of DVR you will get, so it may be different from the one you had originally. You could end up with a DVR that has a smaller hard drive and is silver rather then black. If I were you, I would put your replacement DVR on a UPS to see if it might be a dirty power issue. Hopefully this helps in making your decision.

[Ira Lacher]

I had DISH for nearly 10 years then switched to DirecTV a year ago September. My reason was sports programming -- DISH did not carry the NFL or MLB packages and has no hope of getting those -- but there were customer service issues too. Here's what I've learned:

Both companies defer to local installers and repair companies -- it's like great newspapers relying on 10-year-olds to deliver the news to subscribers. The quality of local customer service can range from very responsive to very bad, on the same day. Advantage -- none.

I did find, however, that DirecTV seems to be far more responsive on a corporate level. After one particularly horrendous experience with customer service, I emailed DirecTV on their investor feedback site, and I got a phone call back within hours -- on a Sunday! Somehow I can't see DISH doing that.

DirecTV certainly does seem more responsive to upgrading programming, particularly regarding sports, but they will also pass along the costs. If sports programming doesn't trip your trigger, this may not be an issue.

Generally, DISH strikes me as a mom-and-pop bookstore -- every now and then you are pleasantly surprised. But over the long haul you're going to find what you need more often at Barnes and Noble.

Although I am not 100 percent satisfied with DirecTV I am satisfied enough to not consider switching back to DISH or cable once my contract is up next September. Hope this gives you a better idea.

[johnson1995]

I was an E* customer for two years before switching to D* a year ago. My biggest complaint with E* would be that even though I had their protection plan they were going to charge me to ralign my dish where as D* will do it for free with the protection plan.

Just my 2 cents.

[Ruttrow]

Thanks for all the quick replies. I told the wife I would be worried about switching and having the same type of issues. I understand that at times there will be issues, to me it is how the issues are handled. As a E customer for over 2 years, with a 140.00 month bill ( always paid on time ) which includes the protection plan I expect replacement equipment in less than 3-5 days. That 1 box that has went bad twice knocks out 2 tv's. I still have a couple of days to decide. Thanks Again. Mike

[Ruttrow]

A call to E for tech support yesterday went like this

Automated. Please say phone #. I do.
Sorry but we are not sure of your acct. # Do you know it. I say no.
OK does your last name begin *****. I say yes.
Transfer
Human @ E Phone # please
Name on acct.
Address on acct.
Sorry I have to escalate this
New human @ E Phone # please
Name on acct.
Address on acct.

Maybe it's just me but there is not enough time in the day for this. It is like this anytime I have had to call there. If i didn't have to go thru this with D I would be happy.

[BattleZone]

I expect replacement equipment in less than 3-5 days.

Both companies send out replacement receivers via 2nd Day Air. Obviously, if you call after 4pm Texas time on Thursday, your receiver won't ship until Friday and you won't get it until Tuesday, which is 5 days. If you call on Tuesday morning, you'll have your replacement Thursday, 2 days.

This is simply a matter of the way shipping companies work. IMO, expecting much more is being unrealistic, regardless of the company.

[firefighter4evr]

I signed up for E* once, they gave me what appeared a better deal then D*....

So, on installation day i was told "the tech will be there between 12-4" took the whole day off, guess who never showed?:eek2:

I wait till about 530 and call in to CSR. The rep tells me that she has no idea what im talking about cause the tech closed out the job as COMPLETED! even was nice enough to add a note saying "dish has strong signal"....

I explained to her that i was here all day and never even seen a tech near my house... she said that she was very sorry and asked if it would be ok to send out another tech? he would be there first thing a 8am she says......

i told her that it would be great if a tech came out..... He could watch how D* tech is installing my new service!:lol:

[Ruttrow]

Both companies send out replacement receivers via 2nd Day Air. Obviously, if you call after 4pm Texas time on Thursday, your receiver won't ship until Friday and you won't get it until Tuesday, which is 5 days. If you call on Tuesday morning, you'll have your replacement Thursday, 2 days.

This is simply a matter of the way shipping companies work. IMO, expecting much more is being unrealistic, regardless of the company.

Has nothing to do with shipping companies. To suggest 5 days is OK based upon what time I called may be OK for you but it is not for me. I work in manufacturing and we are one of the select few in this area that are busy. We are busy because of the customer service we provide, period. Let me ask you a question, my bill has been 140.00 per month for 28 months, I have paid E 3920.00 in that time, maybe next day air the package? Should I get a credit for those 3-5 days that I could not watch tv on 2 tv's or not because I can watch on the 3 others? Like I said I expect more, that is all. I was hoping D might be better when an issue arises. That was the only real reason for this post.

Thanks, Mike

[jclewter79]

Sadly, it is possible to run into these customer service problem at either company. Before you switch, I would find a local D* dealer and go to their showroom and try out the D* DVR to make sure you will like the functionality. Also remember it is going to take 2 D* DVR's to replace that one 622.

[jclewter79]

If you are having real problem with E* shoot an email to ceo@echostar.com and maybe they can get that box to you a little quicker. Also, ask if you can have a 722 instead of the 622, some have reported less problems with them

[Ruttrow]

Thanks jc.

[Italia]

Thanks jc.

Ruttrow-I am so fed up with D*. I would switch to E* in a hearbeat if they didn't have me tied down to their "free upgrade" receiver. Oh, that's a two year contract receiver. I seriously could give you at least 5 nightmare issues I have had with D*. I would hold out a little longer before you make that jump.

[JimDaddy]

I recently (about 30 days ago) switched to DTV because switching was cheaper than upgrading. I am already regretting it. Mainly due to programming packages and cost. I have sold and installed both for about 6 years and have always felt Dish had superior technology. As you can see from the posts, there are a lot of different opinions. You can find Techs as divided as the general consumer on this also. My main reccommendation is to always work with a local retailer rather than the telemarketers, etc. If you can find a local retailer with a good reputation, you will get much faster and more professional service. Dish and DTV normally pay their Techs about 25% of what you will pay them for the service. You get what you pay for. With either company, most technical problems are a result of poor installation.

[rustynails]

Has nothing to do with shipping companies. To suggest 5 days is OK based upon what time I called may be OK for you but it is not for me. I work in manufacturing and we are one of the select few in this area that are busy. We are busy because of the customer service we provide, period. Let me ask you a question, my bill has been 140.00 per month for 28 months, I have paid E 3920.00 in that time, maybe next day air the package? Should I get a credit for those 3-5 days that I could not watch tv on 2 tv's or not because I can watch on the 3 others? Like I said I expect more, that is all. I was hoping D might be better when an issue arises. That was the only real reason for this post.

Thanks, Mike

If you are coming to D for better customer service then don't waste your time. I was with E before I came to D and they both suck equally. If you want the best HDDVR stay with E. If you want the best programming then come to D.

[paulman182]

Has nothing to do with shipping companies. To suggest 5 days is OK based upon what time I called may be OK for you but it is not for me. I work in manufacturing and we are one of the select few in this area that are busy. We are busy because of the customer service we provide, period. Let me ask you a question, my bill has been 140.00 per month for 28 months, I have paid E 3920.00 in that time, maybe next day air the package? Should I get a credit for those 3-5 days that I could not watch tv on 2 tv's or not because I can watch on the 3 others? Like I said I expect more, that is all. I was hoping D might be better when an issue arises. That was the only real reason for this post.

Thanks, Mike

It seems to me that you will end up being just as dissatisfied with DirecTV. The forum has as many DirecTV customers saying things like "I pay this amount per month, and they still treat me like this...how much credit am I due because this isn't working..." etc., just as many Dish customers do.

Both companies have their policies and sometimes cannot even live up to what they promise, much less what we would expect in a perfect world.

The questions you are asking lead me to think you will find either company unacceptable if you stay with it long enough, so might as well stay where you are.

[Ruttrow]

Thanks again for all the replies. I'm staying with Dish N for now. I have been dealing with Direct today and based on the service BEFORE the install I cancelled the installation.

[jclewter79]

Yeah, I understand. I once called for a D* install and was told to call back in 2 days to get my install date. I now that install dates can be a couple weeks out but, when someone calls for a install you should give them some kind of date, no matter how far out it is.