Bait and Switch--Beware of Dish Network!

[Mad as Hell]

I am currently a DirecTV customer. Based on conversation with a co-worker, I called Dish, got the new customer promotions, and agreed to a 2 DVR HD and 1 HD receiver system. The sales person offered me 2 VIP 721 and 1 regular HD receivers. The promised savings were about $45 per month for the time of the promotion. The installer came today, and installed the Dish hardware on my roof. He was great. The problem was when he brought the receivers into my house. Instead of the promised 721’s, he had 2 612’s. I protested this wasn’t what I ordered. The installer had 721’s in his truck, but said that he had to have Dish authorize their use, since this wasn’t what was on the work order. So we called Dish customer support. Dish CSR and supervisor were no help whatsoever. After 3 conversations, 2 of them bumped up to supervisors, I was told I had to pay an extra $200 for the 721’s, and buy the regular HD receiver. I had previously paid $100. Everytime I talked to another CSR, the price kept going up. Finally, I was told the total upfront price for the receivers had grown to $420+.
At that point, after 3 ½ hours, I had had it. I said, no way, and cancelled the service. Dish CSR’s are highly unprofessional and do not honor their sales person’s commitments. I had wasted most of my Saturday afternoon on this, but I am so grateful that I got an early taste of Dish network customer service. I will be returning to DirecTV, maybe paying a little more each month, but saving a great deal on therapy bills, to which I’m sure Dish network CSR’s would have driven me.
Postscript—I then contacted DirecTV, customer retention dept., and told them about the Dish Network offer. The DirecTV rep was fantastic. She worked with me to come close to the Dish offer, gave me discounts, threw in additional movie channels free for 6 months. She basically made the possible move to Dish a non-issue, and I agreed to stay with DirecTV.

[Kent Taylor]

Happy that it worked out for you.

[BNUMM]

I am currently a DirecTV customer. Based on conversation with a co-worker, I called Dish, got the new customer promotions, and agreed to a 2 DVR HD and 1 HD receiver system. The sales person offered me 2 VIP 721 and 1 regular HD receivers. The promised savings were about $45 per month for the time of the promotion. The installer came today, and installed the Dish hardware on my roof. He was great. The problem was when he brought the receivers into my house. Instead of the promised 721’s, he had 2 612’s. I protested this wasn’t what I ordered. The installer had 721’s in his truck, but said that he had to have Dish authorize their use, since this wasn’t what was on the work order. So we called Dish customer support. Dish CSR and supervisor were no help whatsoever. After 3 conversations, 2 of them bumped up to supervisors, I was told I had to pay an extra $200 for the 721’s, and buy the regular HD receiver. I had previously paid $100. Everytime I talked to another CSR, the price kept going up. Finally, I was told the total upfront price for the receivers had grown to $420+.
At that point, after 3 ½ hours, I had had it. I said, no way, and cancelled the service. Dish CSR’s are highly unprofessional and do not honor their sales person’s commitments. I had wasted most of my Saturday afternoon on this, but I am so grateful that I got an early taste of Dish network customer service. I will be returning to DirecTV, maybe paying a little more each month, but saving a great deal on therapy bills, to which I’m sure Dish network CSR’s would have driven me.
Postscript—I then contacted DirecTV, customer retention dept., and told them about the Dish Network offer. The DirecTV rep was fantastic. She worked with me to come close to the Dish offer, gave me discounts, threw in additional movie channels free for 6 months. She basically made the possible move to Dish a non-issue, and I agreed to stay with DirecTV.

Unfortunately the CSRs have no Idea what you will get. You usually have to go through a retailer to make sure you get what you want. The price to get a 722 (not a 721 because it no longer is used and is not an HD unit) is more and a second one is quite expensive. You are probably better off with DirecTv for your situation.

[Stewart Vernon]

Something tells me we aren't getting the whole story here.

[lparsons21]

Unfortunately the CSRs have no Idea what you will get. You usually have to go through a retailer to make sure you get what you want. The price to get a 722 (not a 721 because it no longer is used and is not an HD unit) is more and a second one is quite expensive. You are probably better off with DirecTv for your situation.

Uh, you are confused here. Dish will let you order the DVR you want and usually it happens the way you order it. With Direct it is whatever is on the truck at the time.

This was a messed up order, but unfortunately that seems to happen too often.

Mine was messed up, but not in a way that caused me a problem. I had ordered a single 722k for one TV. When the truck showed up it had a 722k and a 321(?) and showed 3 tvs. Simple correction and the equipment I wanted was there so the install went smoothly.

The problem is with phone orders. The salesperson is too quick to get the order done and then the miscommunication start. But you can't specify the exact equipment doing it on the web which makes a phone call necessary for those wanting an specific configuration. Seems to me that an online chat could be the in-between fix for these issues when ordering.

[BattleZone]

This type of confusion happens all the time, due to the 722s being "Duo" receivers and the inadequate training of the CSRs. CSRs are trained that a 722 is a DVR for 2 TVs, and so if you ask for 2 DVRs, they will instead give you one 722, since in their minds, that's the same thing.

But Dish will only give one 722 and one 222 without an upgrade fee, and will only lease receivers to run 4 TVs. "Duo" receivers, like the 722, always count as 2 towards the limit of 4, while "Solo" receivers like the 612 count as one.

The original Dish CSR/salesperson was either confused, mistaken, or outright lied, but clearly, based on what you've told us, it wasn't a valid offer to begin with.

[James Long]

Something tells me we aren't getting the whole story here.
Well ... apparently in the past six and a half years, Mr "Mad as Hell" left Dish Network (he was having problems with his 501 way back then).

I'm glad that he's happy with DirecTV. It would be nice to know if he called DISH directly or one of the many resellers that often make DISH Network look bad by promising things they do not have to back up. The good news is that by canceling whomever sold you won't get their commission.

[Nick]

Mr. Mad as Hell has been a registered user on this site since March, 2003.
In over 6½ years, he has made only two posts, both of them complaints.
Perhaps he'll discover another DBS board for his future contributions. :rolleyes:

[kyspdr]

I've just got to say that DISH has always been pretty good to me. Not that there hasn't been any issues, but they always have gotten resolved with me ALWAYS getting alittle extra care. Even if they are wrong I remain polite. I've personally known people who have been hateful and their issues do not get resolved very easily, if at all. I believe no matter what company you deal with, attitude has alot to do with results. IMO

[Shades228]

I would say sales agents of any service are the biggest area for misinformation or incorrect expectation settings. Going on assumptions and half answers so you get that sale is the most common cause. It's that fine line companies want to use of giving the "required" information and not saying things the customer might object to.

[dmspen]

I've been with DISH for a long time and I've found it's always a hit or miss situation. I had an install where the installer upgraded stuff for me, and installs where they wouldn't do squat withour being on the phone to DISH. If possible, get an email from the CSR confirming the deal you're getting.

[aquaman67]

I've always had good luck calling Dish for an upgrade.

Last year I was told I could get a 525, ended up with a 625.

Called again last week and was told I could get a 622.

Ended up with a 722K.

Can't complain.