Dish—not a great start.

[Taco Lover]

After much research about HD and which sat provider will be right for me, I decided to subscribe to E* instead of D*. My apologies of this is long.

I called and subscribed to the DVR Advantage with HD, and had a install date of 5/6/07, with a "between 12-5" time. On the morning of the install, the installer called to say they needed to reschedule because they didn't have any 622s in-stock—they didn't get their shipment. They offered to do it on 5/8, but I wanted to be home during the install, so 5/12 was agreed upon, between 8-12.

So 5/12 comes around, and I'm awake with plenty of time to spare, so I start to disconnet my D* receivers in order to make it easier for the installer. My wife has a bad feeling about it all since we didn't get some kind of confirmation call. So, around 9am, I called the installer and got a voice mail, so I left a message. Around 10am, they called back to say the installer was on his way and would be there within 20-30 minutes. An hour and a half later, still no installer. So I called the installer's office, and was told that they'd try and get ahold of the installer and I would get a call back in 2 minutes. No call came until 45 minutes later.

Meanwhile my wife was on the phone with Dish to get them involved, and during her call, the installer's office "guaranteed" both myself and Dish that the installer would be there within 20 minutes. We told Dish we were going to cancel if the installer doesn't show up. We set aside a part of our day to get this done, then we had things to do. The resolutions manager at Dish gave us his direct line, and told us to call him if the installer doesn't show up within 20 minutes. 45 minutes later—no installer.

So, my wife left a message with the Dish rep saying that the only way we would continue service was if Dish sent one of their own employees to do the install instead of a subcontracted retailer, and if the installer came at a specific time to complete the job.

As we were leaving to run Mother's Day errands, the installer's office called to say the installer would be pulling into our driveway at any minute (this was at 1:30pm). We happened to be in our driveway leaving, so we told them to forget it, and we were dealing directly with Dish to resolve the problem. She didn't seem to care. Nice.

When we returned, we received a message from the Dish rep apologizing for everything. He said he would be in contact with the "hub" that would take care of our residence, and offered a free month of programming. He apologized a few times, saying this is not now it normally is with Dish.

So, this isn't necessarily against Dish, but more against the installer. But, Dish hires these guys and they should represent Dish the best they can. Hopefully, it will run smoothly from this point on.

[blarg]

the sub-contractors are really hit-or-miss.

I've had dish send me installers TWICE over the last year to re-point my dish because it's been knocked off-axis by strong winds (at my expense of course), and every time, the installer spent like 10 minutes poo-pooing the previous installer's work and telling me that if it was installed right the first time, this wouldn't be a problem. After calling Dish and complaining that the reason I've had to have installers out twice to re-install my dish was due to poor work of their sub-contractors, they told me in Indian-accented English that it wasn't their problem. So apparently, they get to send shoddy installers and I have to keep paying for them to get it right. Makes me think twice about upgrading to HD and re-setting my 18-month commitment.

strangely enough, about 10 years ago I had Dish at another residence in the same city...that one was installed by a real Dish installer...not a sub-contractor. The thing stayed aligned for 5 years with no problems...and no wind could knock it off-axis.

I have the "equipment insurance", and it did reduce the price of the visit from $99 to $29, but still, I'm not sure why dish feels its O.K. to continue to ask me to pay an installer to fix the work that should have been done right the first time by a contractor THEY sent.

[Taco Lover]

Right after posting this thread, I got a phone call from LinkUs Enterprises, who is the "hub" for all Dish Network in my region, to set up an install. They said that the original retailer was pulled from the job, and they were contacted to complete the job. As long as they'll come when they say they will, I set up an appointment.

It seems like these guys are still subcontracted, but they're the guys that Dish has take care of technical problems and whatnot.

http://www.linkuscorp.com/

[harsh]

I've heard stories from others where it took three or more appointments to get the install done.

I've got a coworker who scheduled a DirecTV Slimline replacement Saturday and the installer showed up without a dish. He's had to take three days off work so far and install two pole mounts on his own dime and he still doesn't have a fully functional system.

You didn't say how far past the window they went yesterday. It can be very difficult to get work done when the someone (dispatch) is calling every few minutes to find out when you're going to arrive at the next location.

[Cocoatreat]

i guess i have always been lucky! in two states, tn & florida, i have had great installers. the only problem i had with my 2nd install ( i was upgrading to a dish 500), the installer told me that my original lnb was bad. of course i knew better since i had been using it. he tried to sell me another one for $69 (probably would have been my own!). well i showed him that i had an extra one....& that he was just to install my good one. & then i watched him closely so there would be no switch-er-oo! i then reported him to the e* office. i dont know if it did any good....
but just because i am woman doesnt mean i know anything about dish installs. i can do my own.....however i just dont have equipment to get the signal. you can do it with a compass, but its just so much more time consuming. i have never had to get my dish realigned. it has also gone through countless storms & hurricanes... oh yes.....i count my blessings.

[yardbird]

I can't say I've ever had a problem with the local subcontractor for Dish installs. However I can tell you that the default subcontractor is not (usually) who you want doing your install. I say "usually" because there are lots of good installers out there who happen to be teh default subcontractor for a given area.

That being said.... ask around. You may be able to get an independent installer who is also a dealer for DishNetwork. He's not the default guy, but you might get a much nicer install. I didn't find this out until it was too late. You see... if I have DishNetwork set up the install... any subsequent upgrades go to that same installer (company.... not specific guy). I have since found out that there are lots of small companies, many of whom do custom installs of expensive equipment, but who are also DishNetwork, DirecTV, and even cable installers. The difference is that they generally use more care in cable routing, signal acquisition, mounting aesthetics, etc.

AND.... and this is the part that YOU would be most interested in I'm fairly sure.... they arrive on time, WITH the equipment they need for the install.

It's worth a look. And I *think* what they've done in your case is not just bump you laterally to another default installer, but possibly set you up with what I call "troubleshooters". The guys that are doing the better jobs, *MAY* not accept the minimum install compensation from Dish, but maybe there's a bit more in it for them and Dish writes it off to "customer satisfaction" or "customer retention".

I don't know for a fact that that's what they're doing, but it kinda sounds like it.

[Taco Lover]

You didn't say how far past the window they went yesterday. It can be very difficult to get work done when the someone (dispatch) is calling every few minutes to find out when you're going to arrive at the next location.
Well, when they called to say "He'll be pulling into your driveway at any minute" it was past 1:30. The window was 8-12.

Believe me, the dispatcher was not calling him "every few minutes" as you say. We called them a total of 2 times. They took it upon themselves to call us a few times and tell us a bogus story about when he'd be at my house. I completely understand that work done at the previous location has an impact on the next, but it's totally unacceptable for a service provider (installer) to tell you something that cannot be done. If they had said "The installer is having difficulty at the previous location, is it okay if he shows up at such-and-such time?" instead of "He'll be there in 20 minutes", then I could probably live with it.

Here are their calls to me:
(Phone call to me at 10am): He'll be there within 20-30 minutes. (No one showed up, and I called back an hour and a half later.)
(Phone call to me at 12:20pm)He'll be there in 20 minutes. We guarantee it. (No one showed up in an hour. We decided to leave. We had things to do.)
(Phone call to me at 1:30ish)He'll be pulling into your driveway at any minute. (Probably another story. We told them to forget it.)

[robert koerner]

Fortunately, once my system was installed correctly, it worked, and keeps working.

The exception was the software problems with the 510--they kept trying to blame it on everything else, including improper antenna system install.

Yup. They wanted me to pay for a service call to see if the system was installed correctly.

If it was installed correctly, they wanted me to pay for their incorrect diagnosis.

If there was an install problem, they wanted me to pay to correct the faulty install.

Bob

[skyviewmark1]

Independant Retailers rule.. On time. With equipment, and a neater install.. WHY? Because we really care about it.. Our livelyhood is on the line... And before the flames begin, I know that there are a few bad apples in the bunch.. But on the whole the independent retailer is the best.. Who do you think Built Dish Network.. Without us Charlie would still be in his garage selling equipment.. To bad Charlie seems to have forgotten about us..

[BNUMM]

Independant Retailers rule.. On time. With equipment, and a neater install.. WHY? Because we really care about it.. Our livelyhood is on the line... And before the flames begin, I know that there are a few bad apples in the bunch.. But on the whole the independent retailer is the best.. Who do you think Built Dish Network.. Without us Charlie would still be in his garage selling equipment.. To bad Charlie seems to have forgotten about us..

This is what I keep telling people. I am not a retailer but I contract with one to do the installs. Also, anyone who says a dish was not installed properly because the wind knocked it out alignment is wrong. If a dish has been installed for over 90 days and worked it is not an install problem. An installer cannot control the wind gusts.

[harsh]

Also, anyone who says a dish was not installed properly because the wind knocked it out alignment is wrong.If you don't do the final tightening of the sleeve, it will quite easily twist in the wind. This is a very popular refrain over in the DirecTV forums. This is over and above the installations where the mount isn't properly anchored.

I would also make a case for Winter installations that were foiled with the appearance of blossoms and/or leaves.

[Taco Lover]

Well, hopefully this LinkUs will show up when they say they will and do the job right. According to their phone system, they are the "regional service provider for Dish Network".

I've requested the first appointment of the day, and they said I'll get a confirmation phone call the day before. Fingers crossed.

[tomcrown1]

Well, hopefully this LinkUs will show up when they say they will and do the job right. According to their phone system, they are the "regional service provider for Dish Network".

I've requested the first appointment of the day, and they said I'll get a confirmation phone call the day before. Fingers crossed.

Taco Lover I love Tacos two or maybe three??

I wish you luck
:welcome_s

[Zero327]

Well, hopefully this LinkUs will show up when they say they will and do the job right. According to their phone system, they are the "regional service provider for Dish Network".

I've requested the first appointment of the day, and they said I'll get a confirmation phone call the day before. Fingers crossed.

Linkus is a rather large company and they do good work "most of the time." So I don't think you'll have to worry too much.

[lukin4u]

i had an appointment yesterday from 12-5 and noone showed up
not even a common courtsey reach around or call back

this is in st louis
sub contracter american digital

someone from OK called on sunday to get directions to the house

i call @ 5:05 yesterday
ends up it is the same installer that did the original

his bose said he wasnt sending anybody out cause it was a software issue

whats the best way to get credit through dish

and yes i did email the ceo
and explained it all

[dsstdf]

i had an appointment yesterday from 12-5 and noone showed up
not even a common courtsey reach around or call back

this is in st louis
sub contracter american digital

someone from OK called on sunday to get directions to the house

i call @ 5:05 yesterday
ends up it is the same installer that did the original

his bose said he wasnt sending anybody out cause it was a software issue

whats the best way to get credit through dish

and yes i did email the ceo
and explained it all



ask for "winback" twice.

just remember that the poor soul on the phone did not delay your tech from showing up at your house.

[blarg]

This is what I keep telling people. I am not a retailer but I contract with one to do the installs. Also, anyone who says a dish was not installed properly because the wind knocked it out alignment is wrong. If a dish has been installed for over 90 days and worked it is not an install problem. An installer cannot control the wind gusts.

in my area wind gusts are a 2-3 times a year thing...so it could be many months between the install and the wind knocking the dish off alignment, as was my case.

Also, every independent installer that has come out to fix the dish, has ALWAYS poo-pooed the previous installer's job and went on and on about how it was done "wrong" and how the previous installer didn't know what he was doing. And then the next guy says the same thing about the guy who seemingly knew everything when THAT stops working.

[Taco Lover]

Heh, I just saw this thread pop up again.

Well, no one from "LinkUs" came. The job was farmed out to yet another retailer. The guy showed up at 9:30, and didn't seem too bright. What took longer was getting the TV2 output working, but chalk it up to the RF connector on my TV not working.

He left with signals from 110 and 119 in the 70s, and 129 in the low 60s. Seemed like it was low, but he claimed that I shouldn't have any problems. Well, no problems until the Monday after my Saturday appointment. We started losing our local channels regularly throughout the day. And we noticed that the LNBF arm shakes in the wind. After multiple calls with Dish, they decided to send another tech out. We told them DO NOT send the same guy.

Come Saturday, the door bell rings, and it's the SAME GUY. We told him the problems, and I wanted him to check everything—make sure the dish is secure because we get high winds. He did and repeaked the signal. Now we are getting high 90s on 110 and 119, and high 70s on 129.

So far, no problems (knock on wood).

Dish did keep their promise of crediting a month's worth of programming, though. So, no problems with Dish as a whole, just the installers they choose to contract with.