Cracks at Dish Network will take time to repair

Suppafreak

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Feb 9, 2006
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Article in Yahoo about Dish

Cracks at Dish Network will take time to repair - Yahoo! News

Cracks at Dish Network will take time to repair

By Georg Szalai Georg Szalai – Wed Nov 19, 5:08 am ET

NEW YORK (Hollywood Reporter) – In an economic downturn, shoppers tend to flock to big discounters like Wal-Mart. And for a long time, Dish Network has positioned itself as the Wal-Mart of satellite TV operators, with product appealing to the cost-conscious consumer who still wants options.

So, shouldn't things be fine and dandy for Charlie Ergen's company?

Well, perhaps in theory. Yet Dish just reported back-to-back quarters of subscriber declines, the first such drops since the launch of the U.S. satellite TV industry.

It turns out that Dish's lower-end customer base feels economic pressure faster and churns off. It's also hard to win over users from other service providers. That and some bad news in a long-running legal showdown with DVR pioneer TiVo has decimated Dish shares over the past six months, and the company hit a new 52-week low of $10.21 intra-day on Tuesday.

Which begs the question: Is the worst behind Dish shareholders?

Those hoping for a happy ending might have to wait, and it's not the kind of Twizzlers-sweetened wait found at your local movie theater. "Waiting for a turnaround at Dish Network has the flavor of waiting for Godot," Sanford C. Bernstein analyst Craig Moffett says in what must be a sobering assessment for investors -- even those who are Samuel Beckett fans.

Ergen is tenacious, so shareholders know he's working hard to address the issues his firm faces. However, little points to a quick resolution of Dish's business challenges. Or, as Moffett puts it, "Hope springs eternal, but there are few tangible signs in Dish's third-quarter results that signal a turn is near." He rates the stock a "market perform," with his $19 price target pointing to aspirations for an eventual rebound.

One of the subscriber challenges adding to a weak economy is Dish's co-marketing agreement with AT&T coming to an end in January, with competitor DirecTV set to become the telecom giant's new partner.

As a result, Collins Stewart analyst Thomas Eagan recently lowered his 2009 subscriber estimate from an increase of 17,000 to a loss of 99,000. "This is due in large part to higher-expected churn from the base of Dish subs marketed with AT&T," which has yielded about 1 million subscribers, he says.

In the latest quarter, Dish also spent more on acquiring subscribers, which has affected its bottom line.

"We continue to think that there are underpinnings in place for improvement to subscriber metrics; however, this improvement will have to be off of a lower bottom than we had previously expected, and it will require higher spend by Dish in order to achieve it," says Bryan Kraft, an analyst at Banc of America Securities. "While valuation is very attractive, given Dish's operational challenges, it could take a year for the stock to work."

He prefers DirecTV shares over Dish but takes the longer-term view by rating Dish a "buy" with a price target of $21.

Other analysts also are keeping their fingers crossed for a turnaround as 2009 unfolds.

Credit Suisse's Spencer Wang, who calls Dish a work in progress, believes that "a turnaround in the company's operations in 2009 is possible." He cites an improved HD product and investments in customer service among other factors. Still, he maintains a "neutral" rating and an $18 target on the stock.

"We remain cautious on the Dish shares as proof of improving operations remains to be seen, and an adverse TiVo ruling in the near term could further pressure fundamentals," Wang says.

Moffett fears that the end of the AT&T deal might only add to Dish's pain and make for more bad news in 2009. "One shudders to think that next year, without AT&T, things could even be worse," he says.

So, revisit Dish shares next year. Your Wal-Mart shares have served you better in 2008; those are down only a few bucks in the past six months and up year-to-date.

Reuters/Hollywood Reporter
 
I found this comment at http://www.multichannel.com/article/CA6613243.html:

In a report Monday, Sanford Bernstein analyst Craig Moffett wrote, “Waiting for a turnaround at Dish Network has the flavor of waiting for Godot. Hope springs eternal, but there are few tangible signs in Dish's third-quarter results that signal a turn is near. Despite heavy advertising and the tailwind of a (temporary) marketing relationship with AT&T, Dish lost subscribers (again) in Q3. Unlike peers, the dark clouds at Dish have no obvious silver lining.”

So hopefully the analyst is right and we'll see a turn...............SOON.
 
At the moment Dish doesn't have an obvious price advantage over DirecTV. Once they start really pushing the Welcome pack after the first of the year things should pick up on the low end of the revenue base. Now if they can just find a way to upsell their low-end customers.
 
And they offer fewer HD channels than Direc and FIOS. VOOM was a major selling point for Dish. GOL was a major selling point for Dish. Ethnic packaging was a major selling point for Dish. Now, the only arrow in the Dish Network quiver is the DVR. Paraphrasing the last Satguys Podcast, "if DirecTV had the 722, Dish would disappear."
 
Dish Network need to make a new approach and do something that the other providers are not doing. If they offered a discount of, lets say, $10 per month for the contract term that they sign or one free premium package, then that should get them some new customers. They also need to keep the ones that they have now by giving them a better offer. Problem is, the word will get out then they will have to give a lot of their existing customers the same offer, hurting their bottom line. DirecTv would also match what Dish would do once word got out. It would just end up costing both companies even more money to acquire new customers. Darned if you do and darned if you dont, they are screwed either way. DirecTv is doing something right though if they are still gaining subscribers while Dish Network loses customers. Piss poor customer service does not help Dish Network either. GET RID OF YOUR FOREIGN CALL CENTERS!!! We want someone that can speak English. I keep hearing how people are cancelling because they cannot understand the foreigners and give up.

If they treated their retailers better then maybe they would push Dish more than DirecTv. you cannot please your retailers by not paying them what is owed, stealing their customers and having CSR's blame and badmouthing their retailers to the customers. The commissions have not increased but their prices have 50% since they began which means the money coming in should have also increased. The cost of doing business has also increased.
 
At the moment Dish doesn't have an obvious price advantage over DirecTV. Once they start really pushing the Welcome pack after the first of the year things should pick up on the low end of the revenue base. Now if they can just find a way to upsell their low-end customers.

Well I just did a comparison, and Direct is over 200 a year more than Dish. I would say that is a bit of a price difference.

Problem is people don't do the math when they sign up. Direct is offering 23 off a month for the first year of a contract. Unless you are only doing 1 tv standard def. Direct quickly makes that back up the second year of the term.
 
Dish Network need to make a new approach and do something that the other providers are not doing. If they offered a discount of, lets say, $10 per month for the contract term that they sign or one free premium package, then that should get them some new customers. They also need to keep the ones that they have now by giving them a better offer. Problem is, the word will get out then they will have to give a lot of their existing customers the same offer, hurting their bottom line. DirecTv would also match what Dish would do once word got out. It would just end up costing both companies even more money to acquire new customers. Darned if you do and darned if you dont, they are screwed either way. DirecTv is doing something right though if they are still gaining subscribers while Dish Network loses customers. Piss poor customer service does not help Dish Network either. GET RID OF YOUR FOREIGN CALL CENTERS!!! We want someone that can speak English. I keep hearing how people are cancelling because they cannot understand the foreigners and give up.

If they treated their retailers better then maybe they would push Dish more than DirecTv. you cannot please your retailers by not paying them what is owed, stealing their customers and having CSR's blame and badmouthing their retailers to the customers. The commissions have not increased but their prices have 50% since they began which means the money coming in should have also increased. The cost of doing business has also increased.

1. Charlie is part (a large part) of the problem. He spent most of his last month whining about economics in America and blaming political parties for his lack of foresight.

2. You fix Charlie, you fix the retailer and you still have a broken link inbetween. Charlie treats his employees like sh*t. Just read half the things posted by DNS techs. Charlie doesn't take care of his people, doesn't take care of his retailers, doesn't take care of his customers, but pockets the difference and climbs 2 position on the Forbes Richest People in America list.... You won't be a very effective tech if the person who picks up the phone for you really doesn't want to be there, or isn't being treated well.

3. Foreign centers are cheap, and you don't spend money to make it in a bad economy. You tighten your belt and ride out the rough spots.

Charlie needs fixing, but he blames those under him. Has anyone EVER seen him look dead in the camera and say "I didn't do what needed to be done this quarter."? No... It's always "we" didn't do what we needed to. Or "The Company" didn't anticipate customers needs. Charlie takes no accountability for himself. He sure as hell takes credit for successes though. Which after hearing some of what he's said over the last five years, makes him an utter hypocrite.

I'm very disillusioned with Charlie right now. Success went to his head and it shows. Now that he's made bank, he just doesn't care. That shows too... But he'll keep passing blame to save face.
 
Yep, it's an internal philosophy of fear, and a modus operendi of punishment punishment punishment now. Didn't used to be this way.

The main reason Dish is dropping is their treatment of dealers and techs. A dealer sells a customer, but if that customer cancels for any reason during the first year, Dish charges back all that dealer made, plus the cost of install! Even if Dish gets the customer cancellation fee. Can't survive like this. If a tech gets a recall for any reason, he is charged back the full amount he made on the call, plus is fined an equal amount, plus he has to go back out and fix it for free, plus he loses revenue on another call he could have been doing! That's a 400% punishment for recalls, no matter what the reason. No other business dares to do that. About 80% of recalls are not the tech's fault, such as customer changes mind about location of receiver, or an intermittent, or the 80yo customer doesn't understand the remote, or a problem with equipment the tech didn't work on, etc. The fines are indiscriminate; can't survive this way. So you end up with sat monkeys who are desperate, uneducated, and uncaring. It's pure economics.

Remember, these foul measures are routinely taken against the very people who are standing in front of your customers, and who are the very engines of your own growth, nay survival! When your company constantly operates in punishment mode, you will always, always lose the good staff, and will end up with those who work by default.... because they have no other choice.

This is what happened to all the good CSRs, techs, dealers, etc. They've gone, with a bad taste in their mouth, and are now working for much more progressive firms and are making more money. And your remaining customers are now paying the price.
 
Dish Network need to make a new approach and do something that the other providers are not doing. If they offered a discount of, lets say, $10 per month for the contract term that they sign or one free premium package, then that should get them some new customers. They also need to keep the ones that they have now by giving them a better offer. Problem is, the word will get out then they will have to give a lot of their existing customers the same offer, hurting their bottom line. DirecTv would also match what Dish would do once word got out. It would just end up costing both companies even more money to acquire new customers. Darned if you do and darned if you dont, they are screwed either way. DirecTv is doing something right though if they are still gaining subscribers while Dish Network loses customers. Piss poor customer service does not help Dish Network either. GET RID OF YOUR FOREIGN CALL CENTERS!!! We want someone that can speak English. I keep hearing how people are cancelling because they cannot understand the foreigners and give up.

If they treated their retailers better then maybe they would push Dish more than DirecTv. you cannot please your retailers by not paying them what is owed, stealing their customers and having CSR's blame and badmouthing their retailers to the customers. The commissions have not increased but their prices have 50% since they began which means the money coming in should have also increased. The cost of doing business has also increased.

Yep, it's an internal philosophy of fear, and a modus operendi of punishment punishment punishment now. Didn't used to be this way.

The main reason Dish is dropping is their treatment of dealers and techs. A dealer sells a customer, but if that customer cancels for any reason during the first year, Dish charges back all that dealer made, plus the cost of install! Even if Dish gets the customer cancellation fee. Can't survive like this. If a tech gets a recall for any reason, he is charged back the full amount he made on the call, plus is fined an equal amount, plus he has to go back out and fix it for free, plus he loses revenue on another call he could have been doing! That's a 400% punishment for recalls, no matter what the reason. No other business dares to do that. About 80% of recalls are not the tech's fault, such as customer changes mind about location of receiver, or an intermittent, or the 80yo customer doesn't understand the remote, or a problem with equipment the tech didn't work on, etc. The fines are indiscriminate; can't survive this way. So you end up with sat monkeys who are desperate, uneducated, and uncaring. It's pure economics.

Remember, these foul measures are routinely taken against the very people who are standing in front of your customers, and who are the very engines of your own growth, nay survival! When your company constantly operates in punishment mode, you will always, always lose the good staff, and will end up with those who work by default.... because they have no other choice.

This is what happened to all the good CSRs, techs, dealers, etc. They've gone, with a bad taste in their mouth, and are now working for much more progressive firms and are making more money. And your remaining customers are now paying the price.



:up :up Bingo!!! It is rare to find a retailer that has been successful with Dish and that has been in business more than 3-5 years any more. Dish has made it almost impossible for a retailer to survive any more.
 
HDTV will not become mainstream as long as they are charging extra for it. It will always be considered a premium until it is INCLUDED WITHOUT ADDITIONAL FEE and when the HD receiver is the standard receiver in the househould.

Dish Network should be putting in all MPEG-4 receivers once they run out of MPEG-2 receivers. They have found a resolution to one problem I stated that they had a while back, being able to upgrade an nonDVR to a DVR by adding an EHD to the receiver. Now all they have to do is make that MPEG-4 receiver the standard receiver on all installs (211/222).
 

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