Is this CSR wrong?

[thowe21]

I recently "Dished it UP" to a 622 leased receiver. I was asked if I wanted to purchase an equipment maintenance plan for like $5 per month. I asked her if since this was a leased receiver, then wouldn't it be covered under the terms of the lease to be repaired/replaced free of charge (similar to cable). She said, "Oh yeah, you're right, never mind." So I declined. Somehow, I think I got the wrong CSR and the wrong info.

Which is correct: the receiver is only covered under the 12 month warranty and after 12 months I should sign up for a maintenance plan or the receiver will always be covered under warranty as long as I'am leasing it?

Thanks for the help.

 

[pdxsam]

It's covered for 12 months. Then you'll need to sign up for the maintenance plan. You would think it would be covered like a cable box is covered but it's not. They work it like you'd work a car lease. You lease the vehicle and all maintenance is up to you.

 

[bhelms]

Also, DHPP ($5.99, BTW) gets you a reduced price on truck rolls after the initial 90-day warranty, $29 vs. $99. Not likely to be needed but you never know. Its a crap shoot to be sure. I had one replacement on my 622 already (under warranty, with about 2 months left) and one remote control replacement ($0) since I upgraded and added the DHPP. Even with the reliability of most electronics these days, I'm thinking anything with a HDD in it might warrant some extra protection...

 

[boba]

Sign up for DHPP when you need it not before keep the money in your pocket.

 

[thowe21]

thanks for the help

 

[mdwatt]

Leased equipment is always under warranty. Since the customer never owns it, it remains property of dish network. Therefore dish is responsible for the reliability of the equipment. With the exception of course of remotes which are considered expendable items. The customer still has to pay for a service call for a replacement and for the tech to come and swap it out, ($99.00 w/o DHPP, $29.00 w/ DHPP) but there is no cost for replacement. Conversely, if the receiver is purchased at retail cost, whether thru a retailer or thru dish directly, then the warranty period is 12 months. After which if anything goes wrong the customer is responsible for the cost of a service call, as well as a replacement receiver if needed. Now I have seen some cases where Dish will waive replacement costs on owned receivers if the customer has DHPP. But, this has mainly been on 301 and 510 model receivers. Not sure about some of the more expensive ones. It depends too on what CSR you get. Some will let you do pretty much whatever you want. Then others you about have to put a gun to their head to get them to build a stinkin trouble call work order. Gotta love DISH!

 

[thowe21]

That's what I thought.

I don't see why they should send a service tech out to do a simple swap. I've had my 501 replaced, they shipped it with a return label for the old 501. No problem.

 

[KE4EST]

Sign up for DHPP when you need it not before keep the money in your pocket.

Exactly!!!

 

[BobaBird]

Leased equipment is always under warranty.

From the Feb 2006 Tech Forum:

Tom: Does leasing include replacement if there are any issues?
LeeAnna: Leasing is a way to get an expensive receiver for a low up-front cost. All receivers have a 1-year warranty whether leased or owned. You can enroll in a warranty program such as Dish Home Protection Plan for the following year. DHPP is $5.99/mo, covers a reduced price service visit, free DishMover, and reduced price shipping.​

 

[moltomateo]

Leased equipment is always under warranty. Since the customer never owns it, it remains property of dish network. Therefore dish is responsible for the reliability of the equipment. With the exception of course of remotes which are considered expendable items. The customer still has to pay for a service call for a replacement and for the tech to come and swap it out, ($99.00 w/o DHPP, $29.00 w/ DHPP) but there is no cost for replacement. Conversely, if the receiver is purchased at retail cost, whether thru a retailer or thru dish directly, then the warranty period is 12 months. After which if anything goes wrong the customer is responsible for the cost of a service call, as well as a replacement receiver if needed. Now I have seen some cases where Dish will waive replacement costs on owned receivers if the customer has DHPP. But, this has mainly been on 301 and 510 model receivers. Not sure about some of the more expensive ones. It depends too on what CSR you get. Some will let you do pretty much whatever you want. Then others you about have to put a gun to their head to get them to build a stinkin trouble call work order. Gotta love DISH!

Correction: DHPP covers all equipment, leased or purchased, its not a matter of some cases, its all cases. Dishinitup, though leased, is a 12 month warranty. Even under warranty, without dhpp, there are shipping costs.

 

[Stargazer]

If you are leasing something that is not yours and something goes wrong with it then why should you have to pay to replace it if something goes wrong with it if its not yours? It does not make much sense to me. Basically your forced into having to pay their price for a new replacement instead of being able to go out and find a used replacement on ebay or on here or something even though it is used at that point. I would think that they would replace it for free though. I think most people that lease these systems think they get the same deal as they do with cable. When something goes wrong Dish will replace it for free since they own it.

 

[thowe21]

Sounds to me like there is no point of getting DHPP during the warranty period. Paying $72 for the first year just to get a discount off shipping sounds like a no brainer on why not to sign up for it. Although I just recently had a 501 replaced that was covered under warranty (not DHPP) that was shipped at no charge. Go figure.

 

[AT&TDishman]

When I had my 411 replaced (no HDMI) a few months ago the CSR was acting like she was doing me a favor by not charging me S&H and replacement cost of my 4 month old "leased" receiver on which I paid a $99 "lease upgrade" fee. I am still waiting to hear from Echostar about the promised DHHP I had in my 18 month contract thru AT&T. Legally I don't see how they can charge you for something you don't own when it is caused by faulty design and/or unexpected failure regardless of how old it is.

 

[w2n]

Legally I don't see how they can charge you for something you don't own when it is caused by faulty design and/or unexpected failure regardless of how old it is.

I agree if it's leased then it should be covered by anything except abuse. I have the DHPP for in the event my wiring doesn't work and for the dishmover.

On another note: the customer shouldn't be charged because the technician put the dish in a bad place & a tree has now grown; or because foilage is now on the trees. Not many people have an inclinometer or could even understand how to use it or where the SATs are exactly for their area. Still most installers will lie just to push the dish in, collect their $$ per install, & then quit or change companies. I've seen too much if it when i was a FSM.

 

[Jim5506]

I agree if it's leased then it should be covered by anything except abuse. I have the DHPP for in the event my wiring doesn't work and for the dishmover.

On another note: the customer shouldn't be charged because the technician put the dish in a bad place & a tree has now grown; or because foilage is now on the trees. Not many people have an inclinometer or could even understand how to use it or where the SATs are exactly for their area. Still most installers will lie just to push the dish in, collect their $$ per install, & then quit or change companies. I've seen too much if it when i was a FSM.

You ONLY have a 12 month warranty on leased equipment.

After 12 months repair is your responsibility, whether you like it or not. that's the way the contract reads, you agreed to it and no amount of griping will change that.

 

[moltomateo]

If you are leasing something that is not yours and something goes wrong with it then why should you have to pay to replace it if something goes wrong with it if its not yours? It does not make much sense to me. Basically your forced into having to pay their price for a new replacement instead of being able to go out and find a used replacement on ebay or on here or something even though it is used at that point. I would think that they would replace it for free though. I think most people that lease these systems think they get the same deal as they do with cable. When something goes wrong Dish will replace it for free since they own it.

You don't have to agree to dishnetworks lease policy, unless you signed a deal for dha or dha18 which in case if you sign it you agree.

"I think most people that lease these systems think they get the same deal as they do with cable. When something goes wrong Dish will replace it for free since they own it."

Don't think... that's where people go wrong... they think. There are business rules, if they don't like it they can go to another company. With cable, they replace it for free, and they pay 10-15 dollars more a month to do so. It shocks me that people would be willing to pay that much more a month just to know their little baby receiver, that isn't theres and by god they wont pay a penny to fix it, is free to replace. Honestly, what dumbasses. No matter how many times I explain to a customer that they are not paying the same hidden fees as cable to have receivers replaced, they don't care... they want it for free. It's annoying to say the least.

 

[TNGTony]

When you lease a car, you are responsible for that car. You as the leasee are responsible for all maintenance, repairs and insurance outside the standard vehicle waranty. Dish lease plans on their receivers are no different. You get the standard 1 year waranty. Outside of that you are leasing the receiver just like one would lease a car.

It's not rent...it's a lease. Though these terms are switched in casual converation all the time, they are very different beasts. In rent, the terms can change from day-to-day at the whim of one party or another. "My receiver broke, fix it or I quit". In a lease you have very specific term which must be followed by both parties for the duration of the lease. The lease includes the rental agreement terms.

See ya
Tony

See ya
Tony

 

[Zero327]

Correction: DHPP covers all equipment, leased or purchased, its not a matter of some cases, its all cases. Dishinitup, though leased, is a 12 month warranty. Even under warranty, without dhpp, there are shipping costs.

Now see, that's incorrect, as a CSR you should know that. DHPP only covers DISH direct equipment and leased retailer equipment. WildBlue, Starband and some of the new toys aren't covered under DHPP.

As for the rest, you signed up to be on the phones. Customers expect free service. You both made assumptions, that you wouldn't have to listen to the whining, and that they would get everything they wanted free after signing up.

Ultimately, we're in the business of service (not necessarily customer service, but there is some implied in both.) Insulting the customer's intelligence doesn't change that right or wrong.

 

[PKII]

It's covered for 12 months. Then you'll need to sign up for the maintenance plan. You would think it would be covered like a cable box is covered but it's not. They work it like you'd work a car lease. You lease the vehicle and all maintenance is up to you.

Mine broke more than a year later Hard drive failed. They gave me another one I just had to pay shipping. If they think they will ever get me to pay for the repairs on a leased receiver they are crazy the reason I leased it was so incase it failed it wasn't mine. They never mentioned this when I leased it nor is it in any contract I signed.

 

[thowe21]

Sounds to me like it's all about how lucky you get with the right CSR.