Dish wants to charge to fix their equip?

[j_nolesfan]

Hello everyone,
I had the issue of the screeching reboot of my receiver (VIP 622). The issue started once or twice a month and progressed to multiple times per day. It got to the point where I couldn't take it anymore. I called customer support and they said that they'd replace my receiver. They did that and the problem wasn't fixed although it did get a little better. The funny thing was when I called to activate my replacement receiver, the tech said, "oh, they sent you a receiver? your LNB drift is caused by a bad LNB and this receiver won't fix it". He proceeded to tell me that I needed my LNB replaced and told me that he had scheduled a tech to be out on SUNDAY(?) between noon and 5:00. Sunday came and went and no visit happened. I called back that Tuesday and told them that nobody came and they said that nothing had been scheduled. I told them that the error log on my receiver showed that I had lost signal six times in the last 12 hours but they said since my drift value was a 6 and not at least a 9, they couldn't do anything about it. So my next question was if I'd have to endure this problem until it got worse, bad enough to warrant a visit? That wasn't going to fly with me so I told Julio (yes, that was his name) that they could either schedule a visit or schedule an equipment pickup because Direct would be needing the location for their equipment. Julio puts me on hold for a minute or so and comes back to tell me that they'd have someone out on Thursday morning. FRIDAY morning, the contractor shows up and replaces my 1000.1 dish with a 1000.2 dish because he doesn't have a replacement LNB for my 1000.1. I haven't had a problem since.

Now for the twist, my bill has a $29 charge on it for a service call? Dish wants me to fix THEIR equipment? If I'm leasing the VIP 622, I may as well be leasing the dish too and if I can't receive a reliable signal from them and there isn't a tree or obstruction causing the issue but their equipment, should I have to pay to fix it? I know some will say that it's only $29 but it's the principle. "There's principalities at work here" (movie reference, quess which one?).

I'd be interested in hearing your advice and opinions before I call Dish back in efforts to get them to remove this service charge from my bill.

Regards,
Jeff

[boba]

I suggest you read your agreement with DISH you have DHPP which reduces the service call charge from $99 to $29 and gives you free shipping on replacement receivers. Remember you signed the contract wether you read it or not, in signing it you agreed to it's terms.

[j_nolesfan]

I suggest you read your agreement with DISH you have DHPP which reduces the service call charge from $99 to $29 and gives you free shipping on replacement receivers. Remember you signed the contract wether you read it or not, in signing it you agreed to it's terms.

Understood, but all this jerking me around doesn't count for anything? On top of that, they never told me that the visit would cost anything (on the phone).

[Jim5506]

You got service and expect to pay nothing???

Sure, the rest of us will also pay your healthcare - DID I SAY THAT?

[j_nolesfan]

You got service and expect to pay nothing??? Sure, the rest of use will also pay your healthcare - DID I SAY THAT?

Rest assured, the rest of "use" don't/won't pay my healthcare. My point is, if certain equipment is required to receive their service and I don't own it, why should I have to pay to fix it? If I had cable and there was a problem with wiring outside my home or a problem with a cable box, I doubt I'd have to pay to have it serviced. What's the difference?

For example, if the phone company had a problem with their wiring in my yard, all the way up to the point where it enters my home, they'd fix it without a fee regardless of my service contract arrangement. If my telephone was the problem, then I'd expect to pay. It's my understanding that I don't own my equipment. As I understand it, if I cancel, Dish will send me a box for my receiver and a box for my LNBs to be returned in, yet I have to fix their LNBs if they break under normal use? I'm confused...

[finniganps]

I understand you're upset, but after the initial install, you do have to pay for things like this with satellite. If you don't want that, then go to cable where you don't get charged unless YOU have done something inside to the wiring. That's just the way it is and it's one of the reasons that cable is more money then satellite in most cases.

[starbuck99]

When you lease a car, you make a lease payment every month, if the car breaks down you pay to fix it, right? Same thing here.

[damjr]

Rest assured, the rest of "use" don't/won't pay my healthcare. My point is, if certain equipment is required to receive their service and I don't own it, why should I have to pay to fix it? If I had cable and there was a problem with wiring outside my home or a problem with a cable box, I doubt I'd have to pay to have it serviced. What's the difference?

For example, if the phone company had a problem with their wiring in my yard, all the way up to the point where it enters my home, they'd fix it without a fee regardless of my service contract arrangement. If my telephone was the problem, then I'd expect to pay. It's my understanding that I don't own my equipment. As I understand it, if I cancel, Dish will send me a box for my receiver and a box for my LNBs to be returned in, yet I have to fix their LNBs if they break under normal use? I'm confused...


I'm guessing you have had your system more than 3 months. Correct?
As a DHA18 customer you get the DHPP for free for 18 months which gets you $29 service calls after 90 days. Without DHPP it would have cost you $99. The problem wasn't the LNB but the dish.

The possitive you need to look at is that you got an upgraded dish(1000.2),installed for only $29. Customers who have had their system longer than 18 months or that did not sign up under the DHA18 will have to pay to get that upgrade.:)

Electronics, appliances, cars, etc............. all have the same rules when it comes to repairs, even if you are leasing. They ALL have parts and labor warranties.

READ YOUR CONTRACTS.

[steelhorse]

I actually had the tech come out for lnb drift. Mine was 11 on one sat. The tech changed the lnb, after I insisted. The tech told me the lnb drift meant nothing.
So I don't know what to believe. There has been no difference in reception, before or after. I had the guy come out after reading about the drift in the forum.

[j_nolesfan]

Maybe the drift wasn't the issue? Maybe the original installer didn't quite aim the dish right? I suppose it's not impossible that one of the kids bumped it since it's pole mounted at about four feet. They'd probably have to hit it pretty hard if the mount is properly tightened though.
Jeff

[Zero327]

He's just going to whine, get it waived, and then try it again later and be morally outraged when they won't, piss someone off, they take off his DHA/DHPP and then wonder why it became $99.00, complain some more, quit, and get charged early termination fees.

Cheap people that want something for nothing are like that.

[WorldWithoutWires]

It;\'s too bad CSR don't know the whole storey. You got a bargain for $29.00, which is clearly in your service contract. Every single cusotmer has one at the point of activation and E* keeps them on file.

So a few facts: LNBF drift has always occured, it's just that now the E* wizards decided to display it. What is causes ultimaly is Loss of Satellite signal, so early warning should be a good thing: E*'s challange is that having displayed it they need to then fix it, not just say well wait a while until it deteriorates past their threshold. I am sure they will realize the grief this is causing. But for retailers/installers it is a good thing to see the problem in advance and be able to schedule a non-crisis call. We routinely replace them for free for our original customrs if we get sufficinet notice.

Now what you got is a new Dish with better gain (less rain fade) with an integrsted triple LNBF which so far has not been known to experience drift. All the guts and swithing are built into the head which can support three dual tuner receivers and a forth orbital slot (which of course requires one of the single/dual LNBF's which drift) Oh Well.

Enjoy your terrific system

[DBS Commando]

Maybe the drift wasn't the issue? Maybe the original installer didn't quite aim the dish right? I suppose it's not impossible that one of the kids bumped it since it's pole mounted at about four feet. They'd probably have to hit it pretty hard if the mount is properly tightened though.
Jeff

People don't work for free. They HAVE to pay the contractor that came out and replaced the dish. Keep in mind that none of the installers work directly for dish, which means dish pays them for everything they do. Without the DHPP, this would have been a $100 charge. Also keep in mind that they gave you a superior/better dish which is huge plus for you.

**** happens, it is what it is. Pay the $30 and move on.

[BNUMM]

As an installer I can understand your concerns. I also understand the installer not liking being compensated only $29.00 for coming out. If you had the system less than 90 days you should not have to pay $29.00. Let Dish know about your dissatisfaction.