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DISH Customer Service and Retention Useless....

Discussion in 'General DISH™ Discussion' started by sega_102, Jan 26, 2013.

  1. CeeWoo

    CeeWoo Godfather

    Dec 1, 2008
    I guess I'm the exception to the rule, but over the years, my free equipment upgrades have been fully free :) (other than the expected 2 yr agreements)

  2. P Smith

    P Smith Mr. FixAnything

    Jul 25, 2002
    W.Mdtrn Sea
    I did point about that as preferred way of communication, when we discuss other nasty outcome - your owned equipment become dish property one day.

    But ppl do post same questions, falling in same traps without hesitation to read good history here :(
  3. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

    Apr 17, 2003
    DISH expects to give customers a discount for one year and then have them pay regular price for at least one year more after that. People who keep pushing for additional discounts cause DISH to lose money. If DISH gave a new customer deal to customers every two years it would be more difficult to get to the point where customers are paying full price for their service.

    DISH needs the right kind of customer ... a customer who is paying full price.
    1 person likes this.
  4. DoyleS

    DoyleS Icon

    Oct 21, 2002
    El Dorado...
    It would be nice if the OP could give us an update on the situation after talking to DIRT. I would think something would have been resolved in the last week either stay or go.
  5. gov

    gov Legend

    Jan 11, 2013
    Some years ago I had several issues with the local Dish hub not putting items on the truck called for on the agreed to work order.

    The 'real' problem, I believe, was the Dish home office was not reimbursing the local hub for some items, but from my POV as an independent HT installer, I don't care what internal problems are going on in the Dish organization, leave me TOTALLY out of your internal P'ing contest. First encounter with the problem was not fun and took much time, second occurrence and I am no longer Mr. Nice Guy. Eventually, the Dish ERT mailed me the items directly from the home office, as the local hub never put the equipment on the truck, in spite of the work order showing it.

    I'm still annoyed I was pulled into some internal fooferall, very unprofessional, and a huge time wasting ordeal for my clients and myself.

    Fortunately, that problem hasn't come back for several years and I've had pretty smooth sailing with Dish since.

    Much to my surprise recently, I negotiated an upgrade for a client, had a confirmation number, install appointment, and had given the rep all the numbers off a preowned H20 and it was cleared for a transfer to a different clients account. Last step was to get a new card for the old box, and the 'card guy' absolutely would not issue a card for the old H20. I explained to the 'card guy' I had given the RID and access card number, and it was clean, DirecTV did not want the box back (they still don't as of last Friday) done deal, don't mess this up, etc. and still no card.

    I stressed that any kind of 'internal turf war' thing at DirecTV would cause a 10 year customer to jump to the competition, still no card. The guy swore the box could not be recarded, and I, even anticipating this, had gone over this very point with the CSR when we made the deal. Still no go. Ok I say, as long as the $$$ is the same, send a different box and I'll mail back the hinky H20. No go, need $100 now to complete the deal.

    I repeated the confirmation #, and said you HAVE to honor the deal, or we're walking. He said no card, and that was it.

    And we called Dish.

    Same day the Dish install occured, FedEx brought a H2X (I didn't open the shipping box). Have no idea what triggered that, but Dish was there, and my customer got a Hopper and 3 Joeys. Few days later, got the shipping boxes from Direct and everything went back, except the hinky H20 the still don't want.

    I don't really know what's wrong, first CSR took the numbers and cleared it, don't know why the recard guy couldn't get the same info from the DirecTV computers, but he couldn't, wouldn't or didn't. For me, once we have a deal, a deals a deal. Renege at your peril.

    Very unusual situation for me, I've had boxes recarded before, I've had a few run ins with Dish and DirecTV (never Cox cable though, don't know why) but it was really wild how far south that one went.

    Doesn't sour me on Direct, just like the old work order problem with Dish didn't sour me on them. Heck, I call both companies every week and head off problems all the time. I'm first name basis with most all the Dish and Direct installers in this area, and like working with all of them except 'Tod'. LOL. Stuff happens and we move on.

    Any one want an H20 ?
  6. ilike2eattacos

    ilike2eattacos New Member

    Mar 25, 2013
    I have (2) VIP722 receivers in my house.
    This is my current bill.

    America's Top 250 - $74.99
    HD/SD (2TV) DVR Receiver - $17.00
    DVR Service - $7.00
    Protection Plan - $7.00
    DVR Integration - $4.00
    HD 250 Free ($10/Mo) - $0.00

    Monthly Charges = $109.99

    I've never understood the $24 total in DVR fees.

    I've been a DISH customer for 15 years now and im about to contact them before I unplug my service and switch to directTV.

    I called them last month and offered me a hopper at a discounted price (woohoo..) but told me i would have to pay yet another DVR fee on top of the DVR fees im already paying. So I said no thank you. They didn't offer me any discounts or anything despite having NEVER been late on a payment.

    I don't blame the user hear wanting to split over $100.
    I'm about to do the same if they offer me zero discounts to stay with them.
  7. ilike2eattacos

    ilike2eattacos New Member

    Mar 25, 2013

    Here is what I was offered:

    Rufus (ID: HZE): Yes, *****, however, there would be a one time charge of $100 for Hopper with Sling receiver.*

    I guess it's time to move to direct tv?
  8. dishrich

    dishrich Hall Of Fame

    Apr 23, 2002
    Well first of all, why ARE you paying the $4 DVR Integration fee??? Unless you are running your DVR through that Google TV box, that fee should NOT be on your account.

    Second, you are ONLY paying $7 in actual DVR fees; the $17 is for the monthly prog fee for your 2nd 722; this fee is charged for each additional duo (2-room) DVR you have past the 1st one.

    Now regarding the DVR fee for the H/J system; they didn't clearly explain the DVR fee on it; it's actually $10/month per account, so you DVR fee would only be going up $3 (IOW, the $7 fee changes to $10, which is actually a DVR/whole house fee for the H/J system) However, if you switched both 722's to a H/J system, (they will NOT let you mix other DVR's on an account w/the H/J system) do keep in mind there are only 3 tuners in the Hopper receiver; you have 4 now between both your 722's. Depending on how use your receivers now, that could be an issue for you... ;)
  9. RasputinAXP

    RasputinAXP Kwisatz Haderach of Cordcuttery

    Jan 23, 2008
    What Rich said. The $4 integration fee is for a Logitech GoogleTV box. You can cut that and only lose the GTV indexing the DVR's recordings.

    Dump the protection plan. With those gone plus moving from dual 722's to a Hopper/Joey setup you'd go to 92.99 (if my math is right).

    Base: AT250 $74.99
    Joey: $7
    WHDVR: $11
  10. ilike2eattacos

    ilike2eattacos New Member

    Mar 25, 2013
    Thank you dishRICH and RasputinAXP for the comments.
    I now have a better understanding of the fees.

    1. I need to ditch "DVR Integration - $4.00"
    (I don't use the google TVbox, I don't need it.)

    2. I should dump the $7 protection plan

    Ok, so I guess my qestion next is what should I ask for?
    With two DVRs (722) I was able to watch/record on 4 TVs. (I have 5 TVs now)

    Getting rid of 1 & 2 above I now save $11 a month.

    As I mentioned earlier, the only offer they made was a Hopper with Sling receiver and making me pay $100.

    The retention person I chatted with was very short and seemed like they wanted to split instead of help me. A little dissappointing to say the least.

    I appreciate your comments/help.
  11. RasputinAXP

    RasputinAXP Kwisatz Haderach of Cordcuttery

    Jan 23, 2008
    Depends on if you want all 4 tvs hooked up. I'd be inclined to go with the 2 Hopper 2 Joey combination but cost wise that brings you to $21 in receiver fees a month. Then again that's 4 tvs in HD and six tuners to work with.

    Up to you. Each H or J is 7 a month, so if you do a hopper with sling, a regular hopper and 2 joeys you're paying the same as 1 hopper and 3 joeys. Up front cost may be a little more. I'm not sure where they are with 2nd hoppers.
  12. puckwithahalo

    puckwithahalo Hall Of Fame

    Sep 2, 2007
    Well, right now you are paying $24 in equipment fees ($7 dvr fee, $17 for the second 722). You have 5 tvs. If you did 2 hoppers and 3 joeys, your fees would come to $38. With the $11 you're looking at saving, that would put you $3 higher than current, and running all 5 tvs. Or if you're ok with still only having 4, would be looking at $31, so saving $4. I'd suggest two hoppers and 2 joeys in that case. Just my two cents.
  13. ilike2eattacos

    ilike2eattacos New Member

    Mar 25, 2013
    Thanks to all that replied and offered some assistance.
    Dish didn't offer me much. I'm very dissapointed and think I may cancel my service this weekend.
  14. Rduce

    Rduce Legend

    May 15, 2008
    I have been with Dish for nearly 10 years now and have had excellent customer service in that time period. I have never paid a dime for a tech visit or any replacement equipment they have sent out to me. Only had a couple of glitches in billing or own equipment and either a single phone call or contacting a DIRT member has resolved those.

    Cannot complain at all. Love them over my local cable company!
  15. Jim5506

    Jim5506 Hall Of Fame

    Jun 7, 2004
    Been with Dish since March of 2003.

    Currently have a 722k with MT2 module and Sling adapter plus 2 ViP211's and one ViP211k.

    Contacted DIRT about upgrade to Hopper last week,

    Scheduled for 2 standard Hoppers and 3 Joeys install tomorrow afternoon - no up front cost other than subbing to DHA to prevent $95 tech visit and I'll buy 2 Hopper OTA adapters asap since Dish does not have our locals in HD.

    About 3 years ago I got the 722k free as an upgrade from my 622.

    My monthly bill with Dish is just under $100 - the Hopper stuff will bump it to just over $100, but my daughter who lives with us pays me for the 2 movie channels we sub or I still would be below $100/month.
  16. Orion9

    Orion9 Legend

    Jan 31, 2011
    We've been with Dish since 2000, and currently are paying $57. We just get less stuff. Fewer receivers, smaller package. Sometimes you just have to decide what's really important. For instance when we look at the AT250 package vs the one we have now, we would like to have BBCA, and as I recall, one other channel. $15/month is a bit much for 2 commercial channels so we just stick with what we have now. With a DVR, we still have to give up some shows because there simply isn't time to watch everything in the AT120 package we have now. (And there are two lower priced packages too.) There are lots of options.
  17. Jim5506

    Jim5506 Hall Of Fame

    Jun 7, 2004
    I cancelled the Hopper install yesterday am after discovering that on 5/22/2013 the fees on the Hopper jump from $10 to $14 for DVR fee and from $7 to $14 for the receiver fee on 2nd+ Hopper.

    My monthly bill would have gone up $17 anyway with the Hopper (had to add the Protection Pack for $7) but with the fee hike that turns into $28/month and the Hopper system is just not worth that much more.
  18. comizzou573

    comizzou573 Legend

    Aug 6, 2007
    Good thing I didn't follow through my sling loaded hopper. They were going to offer it to me for $50 dollar upgrade, dish used to have good customer service but after the 15 yrs of being with them they are horrible and rising their prices.
  19. ilike2eattacos

    ilike2eattacos New Member

    Mar 25, 2013
    I just called a few minutes to ask what they had to offer for my two crappy broke down dvrs. THey work 50% of the time, and yes I pay for the $7 insurance as mentioned above.. they offered to replace them, and offered me a hopper to replace one of them.
    I am now 48hrs awy from cancelling my service after 15+ years.
    Their customer service/retention folks are not very good unlikes past years.

    Last 48 hrs as a dish customer unless i get a miracle call back.. and that won't hapepn. What they don't know is i'm also going to cancel (2) business accounts.
    In total i was paying dish $400 a month. oh well
  20. tampa8

    tampa8 Godfather/Supporter

    Mar 30, 2002
    Seems like the best thing for you AND Dish is to just move on. Dish it seems has come to that conclusion.

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