Beware Digital Home Plan Users!!!!!!!!!!

[enforcer]

I called last night to order the 6000 receiver and HD pak. I was told last night I was unable to get the this new promotion b/c I am on the Digital Home Plan. I raised all kinds of hell, and spoke to a supervisor. They had no knowledge that the promotion even existed!!! Then they said they could not honor this promotion b/c they didnt have it in writing. Well, told the supervisor to go to this site and read the Charlie chat summary. He was shoked. So I threatened to cancel my service if I couldnt get the 6000 promotion. It said specifically on Charlie chat that the promotion was available for ALL EXISTING CUSTOMERS! So I am waiting on a phone back today to clear this mess up.
SOrry had to vent. It seems Dish Network needs to train their entire company about promotions and not just tell us on Charlie chat.

[Nolzman]

They told me the same thing and I am very upset. I have been a very loyal Dish customer, but I am now thinking of switching to Direct.

Charlie needs to get his facts straight. I am e-mailing Dish and will wait a few days for a response. If I am not satisfied, I will think about switching to Direct or Comcast to get my HD.

[Mark Lamutt]

All of the CSRs should have the deal in hand today, so try calling back until you get one that will give it to you. :)

[Nolzman]

I called three times. The first one did not know what I was talking about. The second and third (including a manager), stated that the offer was not available to DHP customers.

I am really disappointed in Dish, and the misinformation given during Charlie Chat. I will try a couple more times later today, and post the results.

If I am not satisfied, I will definitely evaluate my options.

[Nolzman]

Called back and they had on their system that I had called, so they gave me the same answer. I am not able to take advantage ot the offer. Charlie flat out lied.

I am extremely disappointed. I am calling Comcast and Direct today to see if they have what I desired in programming.

[Nolzman]

Enforcer, please post the answer you get from Dish. It will play a part in whatever decision I make. Thanks.

[Nolzman]

Well... I tried one more time. Talked to customer retention and supervisors, and DHP customers are bascially screwed. No way to get the offer. Cannot even cancel the DHP program and take advantage of the offer.

This is really stupid of Dish, they are basically pushing DHP customers to the competition. I was thinking of switching to Direct or Comcast, and this may have broke the Camel's back.

[Kagato]

I'd email ceo@dishnetwork.com Tell them you tried to take adavantage of the offer that was announced on the last charlie chat but customer service has declined you. See if that gets anywhere.

[angiodan]

DHP customers have always been left out of the promos, thats why I bought a 721 to replace a 501, and I'm in the process to replace my last 301, so my DHP days are soon over.

Want to be ready if they have any promos for the 921!

[IndyMichael]

Dish is annoying me by not adding CSTV, which DirecTv has in it's lineup, then further doing so by adding a DVR fee for the 510, which supposedly DirecTv will soon be waiving, and now finding out that Dish sees it's DHP subscribers as a red headed stepchild. Wonder what I'll do in December, when my DHP commitment is up?

[James]

and now finding out that Dish sees it's DHP subscribers as a red headed stepchild.


Hey! I'm a red headed step child. :lol: :hurah:

[BobMurdoch]

How about us Digital Dynamite subscribers? I have three receivers active and a 4900 and 2700 sitting in a closet as backups. I bought a 721 and 2 Dishplayers outright. I only pay for one of my receivers at $5 a month as two receivers were in my original plan. With the InHome Service Plan basically being equal to the $1.99 extended warranty, I'm paying about an extra $3 a month to keep the receivers as insurance (no big deal to me) as the Digital Dynamite plan costs me $10 a month more than the standard package.

Do we get grouped in with the others in the Digital Home Plan as lease customers or is it just that they were fairly recent subscribers?

[Homer]

DHP customers are currently out. Try a retailer. I would hope that DHP will be allowed when superdish / 811 are out.

[IndyMichael]

My memory sucks ;) , just found the receipt for the Dish install, and my year commitment is up October 21st, my how time flies.

[Cyclone]

DHP customers are red headed step children. Revoke their posting privlegdes. They bring nothing but ill news to these good forums.

[fslove]

eMail Charlie Ergen direct ( charlie.ergen@echostar.com ) and explain (nicely as rude letters get NO attention) what you are going through having the DHP and that he himself said "all customers can get this deal". You would be surprised what a few nicely worded eMail to him can get accomplished!

Good Luck and keep us up to date!

[Nolzman]

Sent the following to the Chalie e-mail provided. But I have e-mails to Dish before and have NEVER received a response. Not even an acknowledgment that they received the e-mail. They apparently do not want my business. I am very quickly becoming a disgruntled customer.



Dear Sir,

I am Dish customer who has been very happy with the products and service provided by Dish up until today. After watching the last Charlie Chat, I was very excited to be able to obtain an HD receiver for a reasonable price. I wanted to take advantage of the offer made by you for the 6000U HD Receiver. You stated that ALL current Dish customers would have the opportunity to purchase the 6000 receiver with both the 8PSK and 8VSB modules for $199 installed. I tried to do just that today, and was told the it was not available to me because I am a Digital Home Plan customer. I do not want to lease this equipment, I simply want to purchase it as a second receiver at the same price as everyone else. This does not appear to be very fair, as I pay extra every month, and am unable to purchase this receiver at this price.

Since, I was not able to purchase the 6000 receiver because I am an DHP customer, I attempted to cancel my DHP service contract. I can do this, but I then have to return the equipment and repurchase it at full retail with no promotion. This also does not appear to be good business practice. Customer wishing to cancel their DHP service should be allowed promotions to keep the equipment in their possession. Because of these policies I am basically unable to upgrade at a reasonable cost. This leaves the customers basically no choice but to consider the competition.

I do not want to leave Dish, but if this is the only way I can upgrade my equipment for HD at a reasonable price, then I must consider this. This does not seem like a good business practice. I do not see the difference between a non-DHP customer and a DHP customer buying the equipment. We would not be leasing it, but buying it.

If this, and future offers for upgrading my equipment are not made available to DHP customers, then you are basically telling me that you do not want my business. All I want is the opportunity to buy, not lease, this unit at the same price as everyone else. I am not willing to pay over $600 for a unit that other customers can get for $199 or even $149. Again, this is not fair.

Please respond to this email. I plan on looking at my other HD options with both Direct and Comcast depending on the response I receive from this inquiry.

Any information about this or future promotions will play a part in my decision, along with those who are in similar situations. Any information regarding whether DHP customers will be excluded from any 811 receiver promotions would be appreciated.

Thank you for you prompt attention to this inquiry.

[fslove]

If you do get a responce from Charlie himself he always signs off with a simple "c" and not Charlie or CE or anything else. I know as I have coresponded with him quite a bot (being a Dish retailer).

[TruePlayer]

My memory sucks ;) , just found the receipt for the Dish install, and my year commitment is up October 21st, my how time flies.

So how does this work again?

I've been a Dish DHP subscriber for over two years and I'm still locked out of the promo. I thought that after the 1 year commitment was up that i would own the equipment. Actually, i really don't care if i own the equipment or not. I just want access to the promotions like everybody else.

The CSR said that in order for me to get out of the DHP I would have to give back the equipment, cancel my service and then sign back up. And i would still be excluded from the promos... whaaaht??!!

Are they really pushing me to Direct TV? Unbelievable... I mean, at this point why wouldn't i switch? I would be saving money and using a real pvr with Tivo...

Anybody wanna buy a 721?

Am I really that screwed? At first I thought i would just have to give back a 501 and a 301 and i would be good to go. But cancel my service and still be jacked? Looks like I'm good to go somewhere else...

[Raymar99]

What is a DHP customer? Why are they being excluded from the promotions?

[newsub]

What is a DHP customer? Why are they being excluded from the promotions?

a digital home plan subscriber is someone who leases their equipment from dish network. They get the equipment for free (except $50 for dvrs) but pay an extra $5/month for a warranty plan where if within a year i think if anything goes wrong with the equipment dish will replace it free of charge. Of course now I am starting to regret the fact that I resigned up for dish through their digital home plan a month ago to get the 508 for $50. I mean if in a year I get a hdtv and my dhp contract is up now I cannot get any current or New customer promotions going on with dish's hdtv equipment without cancelling my sub, sending my equipment back, and paying full price for all of my equipment. I think if this is the case directv would welcome me as a new customer and definitely comcast would welcome me back as a digital cable customer.

[shilton]

Sent the following to the Chalie e-mail provided. But I have e-mails to Dish before and have NEVER received a response. Not even an acknowledgment that they received the e-mail. They apparently do not want my business. I am very quickly becoming a disgruntled customer.



Dear Sir,

I am Dish customer who has been very happy with the products and service provided by Dish up until today. After watching the last Charlie Chat, I was very excited to be able to obtain an HD receiver for a reasonable price. I wanted to take advantage of the offer made by you for the 6000U HD Receiver. You stated that ALL current Dish customers would have the opportunity to purchase the 6000 receiver with both the 8PSK and 8VSB modules for $199 installed. I tried to do just that today, and was told the it was not available to me because I am a Digital Home Plan customer. I do not want to lease this equipment, I simply want to purchase it as a second receiver at the same price as everyone else. This does not appear to be very fair, as I pay extra every month, and am unable to purchase this receiver at this price.

Since, I was not able to purchase the 6000 receiver because I am an DHP customer, I attempted to cancel my DHP service contract. I can do this, but I then have to return the equipment and repurchase it at full retail with no promotion. This also does not appear to be good business practice. Customer wishing to cancel their DHP service should be allowed promotions to keep the equipment in their possession. Because of these policies I am basically unable to upgrade at a reasonable cost. This leaves the customers basically no choice but to consider the competition.

I do not want to leave Dish, but if this is the only way I can upgrade my equipment for HD at a reasonable price, then I must consider this. This does not seem like a good business practice. I do not see the difference between a non-DHP customer and a DHP customer buying the equipment. We would not be leasing it, but buying it.

If this, and future offers for upgrading my equipment are not made available to DHP customers, then you are basically telling me that you do not want my business. All I want is the opportunity to buy, not lease, this unit at the same price as everyone else. I am not willing to pay over $600 for a unit that other customers can get for $199 or even $149. Again, this is not fair.

Please respond to this email. I plan on looking at my other HD options with both Direct and Comcast depending on the response I receive from this inquiry.

Any information about this or future promotions will play a part in my decision, along with those who are in similar situations. Any information regarding whether DHP customers will be excluded from any 811 receiver promotions would be appreciated.

Thank you for you prompt attention to this inquiry.
Does one truly believe that Charlie will read most of his email. may I suggest a snail mail letter instead, sent Certified or something like that. This way someone HAS to sign for it and its more likely to get the attention of the "right people". I have always had luck with letters to companies when emails fail. Charlie SAID it, so he SHOULD honor it. Experience in the past tells me that if you get to call HIM personally on it and remind him of his own words on the chat, you may get somewhere. Good Luck

[Rmcgirr83]

So how does this work again?

I've been a Dish DHP subscriber for over two years and I'm still locked out of the promo. I thought that after the 1 year commitment was up that i would own the equipment. Actually, i really don't care if i own the equipment or not. I just want access to the promotions like everybody else.

The CSR said that in order for me to get out of the DHP I would have to give back the equipment, cancel my service and then sign back up. And i would still be excluded from the promos... whaaaht??!!

Are they really pushing me to Direct TV? Unbelievable... I mean, at this point why wouldn't i switch? I would be saving money and using a real pvr with Tivo...

Anybody wanna buy a 721?

Am I really that screwed? At first I thought i would just have to give back a 501 and a 301 and i would be good to go. But cancel my service and still be jacked? Looks like I'm good to go somewhere else...

Uh huh, if I get screwed out of even being able to get HD I'll switch to D* in a flash.

[fslove]

Does one truly believe that Charlie will read most of his email. may I suggest a snail mail letter instead, sent Certified or something like that. This way someone HAS to sign for it and its more likely to get the attention of the "right people". I have always had luck with letters to companies when emails fail. Charlie SAID it, so he SHOULD honor it. Experience in the past tells me that if you get to call HIM personally on it and remind him of his own words on the chat, you may get somewhere. Good Luck
Actually, YES he does read his eMail. That is one thing that sets him apart from other CEO's. But he will simply erase eMail ASAP if they are beligerant or foul in nature. That is why I suggested to eMail a letter that is courteous. He replys to consumers on a regular basis and usually will forward it on as well to someone in the company who deals with whatever problem is being brought up by the person eMailing him.

[dtcarson]

While I don't have an opinion on this issue, pending a resolution [I also am DHP, and do feel a little 'left out' based on what I've heard; doublethinking my decision to go DHP, and keeping an eye out for Direct's deals. I like Dish, and have even defended their PVR {well, until the monthly fee thing}, and I don't need HD yet, but if Direct has a good deal, I'll hop over there. Add to the equation that I'm moving, and may take advantage of DishMover, and I'm between a rock and a hard place.
Anyway--definitely don't be belligerent in an email. Easy way to get sent straight to 'Deleted items.' When I've written customer service, I've always kept it brief, started with my history as a customer, praise at least one specific thing about the company/product, seque into the issue, and then either state what I would like done to remedy it or put the ball in their court asking them what they will do to solve the problem. Gets a lot better results than just ranting.
Of course, mentioning that you have access to a board with thousands of Dish and Directv customers might have an effect also...

[Nolzman]

Well... FSLOVE... Was my e-mail ok? Do you think Charlie will read and reply to it. I tried to be firm, but not rude. Although, I was not very happy when I sent it.

[awax]

DHP customers are currently out. Try a retailer. I would hope that DHP will be allowed when superdish / 811 are out.


Screw Charlie and crappy, overpriced equipment. He said existing customers on the chat, he didn't sa existing customers except DHP users. I'm sure he'll play dumb on the next chat and there will be people defending him and his lies.

[fslove]

Well... FSLOVE... Was my e-mail ok? Do you think Charlie will read and reply to it. I tried to be firm, but not rude. Although, I was not very happy when I sent it.
I think that was a good eMail you sent. There is nothing wrong writing your disatisfaction with a particular situation and that is what more people need to do is let these companies know when you are not pleased with them. I guess time will tell if you do get a responce (although if he is flooded with similar requests you may not get a personal responce but naybe even better a change in policy to allow you to get the 6000)!

[sbill67]

You are very bitter awax

[sbill67]

I am a retailer with both Dish and DirecTV, speaking from experience I will tell you... THE GRASS IS ALWAYS GREENER ON THE OTHER SIDE. DirecTV has TERRIBLE CSR's and they treat existing customers considerably worse than DISH. You make your own descision but once you are onboard with the D-TV people the ability to upgrade to ANY "NEW" equipment is not there. DHP or not.

[rtt2]

I hate being left out as a DHP customer. You would think they would want to include us in the deals because we have a lot of boxes and have high programming packages. Everytime I hear of special deals and how I cant take advantage of it makes me second guess what I get for being a loyal customer?

[Rmcgirr83]

I hate being left out as a DHP customer. You would think they would want to include us in the deals because we have a lot of boxes and have high programming packages. Everytime I hear of special deals and how I cant take advantage of it makes me second guess what I get for being a loyal customer?

I'm checking into D* and local cable....for the first time EVER dish finally rolls out HD at a reasonable price and I can't get on unless I buy the 6000 and have it pro installed. Hmmmmm from a retailer that is $499 plus $149 for the OTA card. Dish is charging $399, I think, including a Tivo.

Cable charges for the box.....at this point, big whoop.

[newsub]

I'm checking into D* and local cable....for the first time EVER dish finally rolls out HD at a reasonable price and I can't get on unless I buy the 6000 and have it pro installed. Hmmmmm from a retailer that is $499 plus $149 for the OTA card. Dish is charging $399, I think, including a Tivo.

Cable charges for the box.....at this point, big whoop.

you rent the box with cable which is an advantage with cable. You get a new box free of charge just by calling up and asking if there is a new one and going to the local office and exchanging the old one for a new one.

[James]

I am a dealer also. I can tell you that if you are DHP customer you had to pass a credit score (in the last couple of years) that is higher than any other promotion that dish offers. That being said, you are their BEST customers so what you say counts. If you want to be included in this, everyone that is a DHP should e-mail or send a letter. One e-mail will not do the trick. I do agree that you should have been included in this offer, but just getting mad about it probably will not do the trick. let them know how you feel about it an include a link to this tread.

Just my 2 cents
James

[Rmcgirr83]

I am a dealer also. I can tell you that if you are DHP customer you had to pass a credit score (in the last couple of years) that is higher than any other promotion that dish offers. That being said, you are their BEST customers so what you say counts. If you want to be included in this, everyone that is a DHP should e-mail or send a letter. One e-mail will not do the trick. I do agree that you should have been included in this offer, but just getting mad about it probably will not do the trick. let them know how you feel about it an include a link to this tread.

Just my 2 cents
James

Just sent Mr. Ergen an e-mail this am. Hmmmm, direct HD is $399 for a three LNB dish and HD receiver and "professional" installation.

[Cyclone]

Can you DHP folks get out of that plan and get on the regular service?

[Nolzman]

James, I agree, as I am the DHP customer that sent the e-mail. I consider myself a "good" customer with the amount of programming I subscribe too. Now everyone else who is a DHP customer should do the same, and send an e-mail to both to charlie.ergen@echostar.com and ceo@dishnetwork.com. The email should be specific, but not rude.

My e-mails were received received by their system, but I have not received a reply yet.

As for me, I am VERY disappointed to not be included in the promotion. My stance is is they need to change their policy and let me participate in this promotion, or at least let me participate in the 811 promotion. If the DHP customers are not included in 811 promotion, I will regretfully be FORCED to leave Dish.

I will problably go cable, and get thier HD box, since this has very little cost. I will wait to see for the next generation Direct HD TIVO box, and go with Direct sometime late next year.

Dish needs to understand that they are leaving DHP customers that want HD NO CHOICE.

I sure hope they read this board.

[Nolzman]

Can you DHP folks get out of that plan and get on the regular service?


Cyclone, I went that route. I was told I would basically have to cancel my service, send back all the equipment, including the LNB's and possible the dish. Then open a new account. But since I was already a customer, I would not be eligable for ANY promotions. I would have to buy any equipment I wanted at full retail.

You see our problem. This make NO business sense. They are FORCING DHP customers to evaluate the competition by excluding us on the this promotion.

I do not want to lease the 6000. I just want to be able to buy it at the same price as all the other existing customers.

[Cyclone]

I'd be highly tempted to bail.

[dtcarson]

Cyclone, I went that route. I was told I would basically have to cancel my service, send back all the equipment, including the LNB's and possible the dish. Then open a new account. But since I was already a customer, I would not be eligable for ANY promotions. I would have to buy any equipment I wanted at full retail.

You see our problem. This make NO business sense. They are FORCING DHP customers to evaluate the competition by excluding us on the this promotion.

I do not want to lease the 6000. I just want to be able to buy it at the same price as all the other existing customers.

Boy, that sucks. I would actually think we as DHP would be *preferred*--we're renting our units, not buying, so we give them a guaranteed monthly income in the rental fees, and if we do leave, Dish gets the units back, as opposed to the other new customer deals, where they give away hundreds of dollars of equipment for free. I understand that the 'primo' promotions are saved for brand new customers, but to me, these HD receiver sales aren't really promotions, and I don't understand why it's not open to any customer.
I am actually seriously shopping around also. It's not an issue yet because I don't have an HDTV yet, but I'm going to soon, and would like to have the same opportunities other customers have. Of course, I might just eventually buy an OTA tuner for my locals, and save that 5.99/month, since that would work with any satellite/cable provider, wouldn't it? But I'm not sure of how to hook up or switch among that many inputs.

What determines 'new customer' status? Name, address, credit card used, social security, etc?

[Rmcgirr83]

Well, it gets better....apparently one can not get HD with my local cable co. (Eastern CT Cable). I knew it was too good to be true, no HD for me unless I spend some $$$.

Should have known better that to think that this may be the saveall. Took us three years to get DSL after it was rolled out. In another three years, who knows, I'll upgrade the set to a 60" 1080i plasma and then be able to get all content HD.

Another pipe dream.

[newsub]

Well, it gets better....apparently one can not get HD with my local cable co. (Eastern CT Cable). I knew it was too good to be true, no HD for me unless I spend some $$$.

Should have known better that to think that this may be the saveall. Took us three years to get DSL after it was rolled out. In another three years, who knows, I'll upgrade the set to a 60" 1080i plasma and then be able to get all content HD.

Another pipe dream.
I can't get hdtv through comcast yet either but I will be able to get video on demand starting in mid october and hdtv probably by christmas here. So when it comes time for my contract to end next august I will probably be forced to switch back to cable or directv.

[angiodan]

I started as a DHP customer with a 501 and 2 -301's. Last year, I bought a 6000 to replace a 301. Last month, I replaced the 501 with a 721. In a week, I will have a 301 to replace the last unit I have on DHP.

According to a CSR, I will then be off the DHP. They never mentioned the LNB. I'll let you know if that changes when I call next week.