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DISH - Installation

Dish Network • Billing Issues • Contract Terms • Installation Woes • Pay Per View Disputes • Service Problems • An Insider's Advice --- News • FTC Slams Dish Network Marketers • Dish Network Subscribers Keep Their DVRs -- For Now

Thomas of Crawfordville FL (8/23/04):
I signed up for an introductory offer with DISH Network which included free installation of a DVR receiver and two standard receivers. At the time of installation, the installers drilled three holes in the side of my house even though I have a "smart box" in my house. The first hole was drilled in our spare room behind a bookcase. Upon inspection I found that the hole was drilled unsuccessfully into a hurricane strap. I complained but received no remedy.

After the 3 month introductory rate expired, my bill increased as I expected; however, it increased each month until it was almost $100 per month. I called DISH end of June 2004 to voice concern regarding the rising rates. I was given 3 explanations:

1. I had purchased a maintenance contract.
2. I had purchased some kind of monthly guide.
3. The introductory rate had expired.

These explanations were not satisfactory; however, in frustration, I lowered my programming package to the minimum allowed under contract terms. After thinking about this, I called DISH again July 2004 to cancel service due to increased rates and damage to my home caused during installation and requested that a representative come to my home to document the damage. I was told I would have to pay $240 to cancel and I agreed to pay this amount after a DISH representative and/or installer documented the damage. I was told by a supervisor that I would have to leave my account open if I wanted a service call. I disputed this and the supervisor closed my account and said someone would come to my home to inspect the damage. No one has ever shown up and two weeks ago I received a bill from DISH in the amount of $294.33.

They automatically debited this amount from my checking account which resulted in my account being overdrawn. I called Customer Service and spoke with Brandon at which time I agreed to pay the $54.33 monthly service fee but not the $240 cancellation fee. Brandon stated the $240 would not be returned so I asked him to refer me to someone in installation services and requested a name and address for civil litigation papers. An installation representative said that someone would be calling me to set an appointment. When I asked the representative about civil papers, she transferred me to Natalie at the Executive Office and I received the address - not a name - of 9601 South Meridian Boulevard, Englewood, CO 80112.

I do not dispute the $240, but since the money has already been deducted from my account, there is no incentive for DISH to inspect my home for damage.

Nick of Milladore WI (7/08/04):
I recently had a DISH Network system installed. A few days later, I had snowy screens and a technician was sent to my home. This technician left 4 new holes in my wall and 7 wires coming out of my house - only 3 were needed. I didn't push the issue because I now had good reception.

When local channels became available, 2 dirty and unprofessional installers came to my home to install a superdish. They did not have roofing cement with them so I had to go and buy some. When I returned, there were a total of 5 technicians in my home, one of whom brought roofing cement with him, so my trip was unnecessary. After 3 hours, they said they were done, but when I went outside, I found they had placed the dish outside my window blocking the view of my newly built pond. They agreed to move the dish after some debate but said I would need to pay for half of the roof repair. Neil, who seemed to be in charge, asked to sit at my desk to fill out the paperwork.

They left without confirming that I had a signal, and we quickly discovered we had no signal. I called Customer Service and took care of the matter over the phone. After this call, I went to retrieve my 3-week-old digital camera from the desk where the technician was sitting and discovered it was missing. There were so many people in and out of our home that we don't know which person took it. We called the police and a report was filed. The installation company has agreed to pay for the camera and I will have to get estimates from other contractors to repair my roof. I am happy to tell friends that my DISH Network system has wonderful features but am soured by this entire experience.

Jennifer of Huntington WV (6/25/04):
I ordered DISH Network and was considered a "qualified credit card customer" for which I received free installation and 2 months service. Since I could not be there when the installation was scheduled, I told the installation company that it was OK for my mother to sign the contract. When I moved back to my hometown, I paid an installation fee to DISH and was told that I qualified for "DISH Movers" - I leave my satellite dish at the old residence for the installers to pick up and wait for installers to bring the new dish and install service at my new home.

I scheduled 4 appointments and no one ever showed up to install the service. Upon calling Customer Service, I was informed that I had voluntarily disconnected my service and was being charged $240 cancellation fee. I then received boxes to return the receivers and a bill showing that my installation payment had been applied to the cancellation fee for a balance of $184. I returned the equipment to DISH and spoke with Customer Service on numerous occasions and explained that I had documented cell phone calls showing I had called to continue, not disconnect, service.

I also received a bill for $618 from the installers informing me that I had a contract with them. I called them, at which time I found out they were DISH retailers. I tried to explain that I would not have signed a contract with them because DISH Network already provided all services for me. The retailer says they told me there were two contracts - which they did not - and that I gave my mother permission to sign both of them. After much arguing with DISH Network, they have refunded my installation fee and have written off the cancellation fee; but they refuse to help me with the retailer who is suing me for cancellation of service that I never cancelled and is charging me for the equipment that was returned to DISH Network.

April of Pomona CA (8/10/01):
I ordered Dish on a promotional deal where I would receive two receivers and free installation if I sign up for a year of service. After the orginial installer came he was unable to correctly install the equipment, due to one of the receivers not working properly. I should have re-evaluate the whole idea of this contract, but against better judgement I gave Dish a second chance.

The company then sent out a new installer and he did a wonderful job everything worked well at least for a couple of weeks and then while in the middle of watching a moive the tv went blank and error searching for satellite signal came up and it was that way for about 1 hour before I called tech support after doing just about everything possible to get the system from sreach, I received another message that said hard drive error hard drive failure. Tech services told me that I needed to order a new receiver and that could not be done until the next day at which time Dishdirect had computer problems so they took all my information and were to call me back with an answer to what they planned to do that was on Friday. On Monday I called them again and asked what was going on and they told me I would be receiving the new receiver on Tuesday.

Wednesday I received the receiver which I carefully plugged in and put the cables in their proper places turned on the tv and we good to go everything was working wonderful and then much to my surprise a week later if the same thing happened and I remembered some of the things that I did the last time and when I checked to see if the satellite was receiving a signal and it said no satellite feed detected. I called Dish tv tech support again and the gentleman that helped me said he was going to have a tech come out to service my system and to see what was going on.

The service call was sent up for Thurday between 12 and 5 at 4:30 we received a call from the tech people and they said they were on their way and would be there in 30 minutes. At 8:45pm I received a call from the same tech people who stated they were in West Covina and would be about a 45 minute wait for them to be there. The tech never showed up but called Dish tv and said they had handled it over the phone.

Now I have to wait until Sunday to have a tech sent to my home; in the meantime I asked Dish if because of all the problems I have had and due to them not providing me with the service I agreed to pay for could they cancel my year obligation. They said sure for a charge of $240.00, because I signed an agreement for a year service. Please save your self from all this and buy a direct TV system or stay with your cable provider because sometimes cable is a pain at least they only charge you for the service that they provide.

Arvind of Mountain View, CA (4/27/01):
A few days ago, I decided to try the Dish Network at home and so placed call to the 800 number to order a Dish System. The sales representative went over every detail except for telling me that if the installer does not find a direct line of sight from my apartment to the satellite I will have to pay a $60.00 trip fee. Later my call was transferred to another representative who confirmed every detail of my order without telling me about the line of sight requirement. He even told me that if at the time the installer did not find anyone at home, I would be responsible for the trip fee, but that is all that he mentioned about the trip fee to me.

When the installer showed up at my place, I showed him in and let him inspect the apartment. After inspecting for a few minutes, he silently pulled out a sheet of paper and asked me to sign it. I quickly went over the paper and saw that there were around twenty or so terms and conditions that I had to agree to in order that the installer can start the installation. What did not catch my attention was an item buried deep within which said "If the installer does not find a direct line of sight with the satellite, you will be responsible for a $60.00 trip fee".

I signed this paper assuming this was a regular formality that every one has to go through before the installation can begin. As soon as I signed it, the installer highlighted that particular item and told me that since there is no line of sight, I should pay up so that he can leave. I was not expecting this and so was shocked. I tried to rationalize with him that its not my fault and I was never told of this at all. At least the installer was nice enough to say that I don't need to pay him directly and I should actually talk with the Dish Network people and ask them to waive this charge considering that I was not told of this requirement.

The following day, I contacted the Dish Network customer service and explained the whole situation. However, I was told that since its a big organization and the system does not keep a track of who actually sells the equipment and who confirms the order, therefore there is no way that this representative could ever find out if there was any truth in my story. I was very disappointed by this response. Further, I sent an email to the customer service and another representative responded that after checking the system he found out that the line of sight disclosure was made and I had agreed to bearing the $60.00 cost if the line of sight was not there. I have sent another mail to them saying that I do not owe any money to them and I would take the matter up with authorities if necessary.

Just to give you a quick background about the line of sight requirement - it states that from the place where you intend the dish antenna to be, you should be able to see the south-west sky clearly so that the dish may be pointed to the satellite in that area. Had the representative told me this over the phone before I placed the order - I would have immediately cancelled the order since I know that from the patio of the apartment I live in you can't see the south-west sky at all. My complaint is that such a simple thing ought to be the first thing that these sales people should check before the potential customer can place an order. That way I would have clearly avoided this charge.

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