I need your help in dealing with Dish Network Support

**Don Landis** · 12-11-2009 04:54 AM

I have been having an unusual amount of trouble this Fall with Dish Network Tech Support. To describe it as incompetence would be an understatement.

My problem is that after several years my VIP 622 developed hard drive problems. Picture breakup was the symptom, then finally it would reboot continuously.

OK, the first go around, I get a refurbished from Spartanburg, SC and that would be OK with me if it worked, but it didn't. And they have to send out another, and another, and another and now once again #4 fails! Yet these tech guys continue to give me a hard time insisting that the used equipment they send out is perfect, like new. See this thread for details including today's latest bout.

I suppose that they stopped making VIP622's and any hope of a new one is impossible as all they have are broken used 622's that they keep sending out.

I know some of you have had similar problems and got a 722 or 722K new machine to replace the defective equipment. What did you do to achieve that request? The techs I speak with and ask for that upgrade insist they never do that unless I would purchase a new one from a dealer.

I really want a 922 but these are not yet released and I don't expect them, based on the beta report threads to be out for customers like me until next summer. But I'll settle for a 722 or 722K with OTA module now as I'm really getting sick of how I'm being treated by the new breed of techs at Dish Network.

I'm open to all suggestions, except from the D* trolls who would suggest I just quit Dish Network. Ironically, I actually do feel Dish has better equipment, but not the stuff that is broken that they send out to annoy their good and loyal customers.

**Bob Haller** · 12-11-2009 08:22 AM

e mail the CEO address, tell them your a poster here

yeah as the boxes age the refubs get worse. once had 5 721s

all in a row, none working right.

or buy a 722K

**Hall** · 12-11-2009 08:56 AM

You should be able to "Dish It Up" to a 722 or 722k for less than $100.

**d777jj** · 12-11-2009 09:07 AM

Had the same problem with 2 reconditioned 622's.
Told Tech support I must be to stupid to install it correctly and to send a Tech to the house.
Tech was here 45 min. and left me a 722k.
He did mention he was out of 722's that they usually use for replacement.
I have the service plan.
Gave the guy a few bucks and got a upgrade

**scottbakertemp** · 12-11-2009 09:10 AM

My 622 started acting up the other day, I called for a replacement and the replacement went out after about 40 minutes. I'm sure the refurbs work for the brief amount of time they test them (if they really do).

Thankfully in my case the orignal 622 started working again.

Once the 922 comes out I'm always going to have 2 DVRs at once in case 1 goes out.

You can dish it up to a 722 for $100, but if you want the 922 with in 12 months you won't be able to get the upgrade price. They told me I would be able to do both since I've been with them for so long, but I didn't want to risk it.

I think in your case, you should explain you're situation and insist they upgrade your 622 and them allow you to purchase a 922.

**Don Landis** · 12-11-2009 10:36 AM

Thanks for all your support.

I have no problem with the upgrade, even for $100 but I'm now gun-shy about getting another broken box, even after paying Dish for the upgrade. What I had in mind is to do the spare DVR and just purchase a 722K from The Dish Store and activate it as a 3rd DVR on my account. Not sure how much that would add to the monthly but I have AEP and 2 DVR's on my account now.
Someone told me to look at the Dish Home Protection Plan but if you read the fine print, it clearly says they will replace your damaged equipment with used. I don't understand the difference between having a leased Used DVR and a Dish Home PP used DVR other than I pay a monthly charge for the DHPP, which BTW in Florida is an insurance company, 3rd party.

I ran my business on the basis of spares are better than insurance in equipment loss so I'm leaning toward a spare DVR. So if I go that route, which is better leased spare, or purchased spare.

**Hall** · 12-11-2009 12:01 PM

I don't think anyone thought they'd get a "new" receiver as part of DHPP. Some have, but those were exceptions.

With this many failures, has Dish sent anyone out ? When I had the same problem (3 or 4 or 5 622s), they had to rule out "grounding" problems at my house.

**rdinkel** · 12-11-2009 12:45 PM

I had a 722 that was starting to have hard drive failure symptoms. Dish agreed to upgrade me to a brand new 722k at no cost so long as I would extend my service agreement for two years from that date. Best deal I ever made with them! The 722k is a wonderful DVR. (And yes, I have always been paying for DHPP each month.) So they knew it was going to cost them to send out a replacement 722 anyway, so that helped them justify the no cost upgrade.

**whatchel1** · 12-11-2009 01:34 PM

ceo @ echostar . com contact them and they will get you taken care of. Explain to them haow much trouble you have had an before you are through you should have a 722k. Be sure to press them for a free module for OTA. Less face it you have been thru DVR hell and are very upset with the badk customer service you have gotten. yada, yada, yada. They will fix things.

**Don Landis** · 12-11-2009 03:50 PM

Well after the 622 rebooted itself a couple hundred times for 7 hours, it finally took and has been running for the past 2 hours. I quickly offloaded my recordings I hadn't seen yet so now the HD is empty. I also got an email they shipped a replacement overnight. It may arrive tomorrow or Monday. I'll return it just the same if the replacement works, with a note on it that it finally recovered on it's own, but who knows at what state it will be in by the time I have to return it. The strange thing is between reboots, it would sometimes go completely dead for 5-15 minutes, then a green light come on and go out for awhile.

If the replacement is bad, I won't fool around with tech support before sending the e-mail to CEO as you suggested. I've been very patient on this as they just keep digging their case deeper. Pretty hard for them to claim coincidence now that so many were bad right out of the box.