Off to a bad start!

H

HTPC4Me

Thread Starter
Active SatelliteGuys Member
Jan 4, 2011
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(please pardon and ignore my rant... I just like to complain)

I was trying to convert from DirecTV to Dish, but it's just not working out for me at all. They told me not to cancel DirecTV until after Dish is active (thankfully!) because the Dish installer would take down the DirecTV dishes and they wanted to be sure Dish reception was possible in my area. Sounded like sound advice - though to my surprise, I was charged for the receiver and first month's service (about $250) almost right away. I didn't think much of it at the time.

The installer came out last Thursday, took a look at the existing setup, and said "There's snow on your roof. I'm not doing this with snow up there". I didn't blame him one bit - I wouldn't do it either. Come to think of it, I wouldn't do it without snow up there either. But none the less, I live in central PA. That snow isn't going anywhere anytime soon. For whatever reason, they rescheduled for a week later. I really don't understand why though - a warm front hasn't come through, nor was it expected to. I live minutes from a ski resort. If it were warm in the middle of winter, that would just be wrong.

I got a call from the installer this morning, asking if there was still snow. I'll assume the installer lives in Florida, because I'd have to think that if they were local, they'd know better. They wanted to reschedule for next week. I have no idea why - it's not going to warm up then either.

So as it stands now, I am down $250, I received an e-mail telling me to setup my online account but can't because my service isn't active, and I received 3 PPV certificates - dated with an expiration date 90 days from when I made my initial call. I asked if I could have my $$ back until they do the installation, and the answer was "Only if we completely cancel your account".

I don't blame them one bit for not wanting to do the installation with snow around. But I also have no desire to schedule weekly appointments for them to turn around and tell me they won't do it that week. It doesn't seem right to me that they keep my $$ until they can install it (figuring that it will be at least a couple months), and it doesn't seem right that they give me "free" PPV certificates dated from when I first setup the appointment. I also think it's kind of wrong to receive e-mails from them telling me I can manage my account online and instructing me how to activate my account - then telling me I can't after I fill out their form. But that's not all that important to me... they're just throwing fuel on the fire there.

Is this how I should expect Dish to treat me going forward as well? Everyone I've talked to on the phone has sounded very polite and sympathetic... but when the best they can do is cancel my account all together, I think I may be off to a bad start.
 
patrick80639

patrick80639

SatelliteGuys Pro
Sep 26, 2009
218
0
chicago
Don't worry about the PPV certificates, they give them out like candy. You could call dish and tell them you broke a nail while dialing the number and they'll give you 3 more. :)

Their automated emails are well, automated. Sometimes they won't be relevant or are outdated by the time you get them. That's just something I've gotten used to and take what they say in email with a grain of salt.

I personally like dish, IMO, they have better customer service than the competition. But you're right, your installer should be local and aware of the weather. If you're really itching for dish asap, why not ask them if they can install it on the ground temporarily and come back in the spring to do a install on your roof? That would really be up to how generous they feel, but if you sign up for the service plan it shouldn't be an issue as I believe they would get paid by dish for both visits (though it'd be kind of a grey area in regards to the service plan).
 
KAB

KAB

SatelliteGuys Master
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Sep 20, 2005
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Is there an eve on your house where the dish could be mounted instead of on the roof?

Also, I've never heard of being charged before service is activated, which you have not been. Did you order through Dish or a retailer?
Call whomever and explain there has been NO install.
 
Last edited:
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empiretc

SatelliteGuys Pro
Mar 4, 2008
1,657
51
Also, I've never heard of being charged before service is activated...

Happened to me 2x. They charge the card first thing and work out the details later.
 
H

HTPC4Me

Thread Starter
Active SatelliteGuys Member
Jan 4, 2011
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0
US
Is there an eve on your house where the dish could be mounted instead of on the roof?

Also, I've never heard of being charged before service is activated, which you have not been. Did you order through Dish or a retailer?
Call whomever and explain there has been NO install.
Admittedly they're pretty restricted as to where they can install it. We have restrictions of "out of sight" by our development, and we're in a valley, surrounded by trees - so the only feasible place is really where the existing DirecTV dish is right now. Again though, I have no complaints about their decision to not install it while there's snow around - I'm understanding there. I'm not so understanding about their desire to reschedule another appointment every week AND keep my money until the snow melts.

And yes - I ordered through Dish directly. Perhaps that was my mistake?

I like the PPV candy idea though - I'll try the fingernail excuse next time I call them. :cool:
 
Jim S.

Jim S.

When someone asks you if you're a god, you say yes
Lifetime Supporter
Jan 2, 2006
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If you own the house, nobody can tell you where to install it. (I still don't know why people would buy into such fascism, but at least in this case the government is on your side.)
 
D

digital echo

SatelliteGuys Pro
Sep 21, 2005
286
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Earth
So if the existing dish is on the roof and thats where you want it knowing the snow isn't going anywhere..... Why would you try to have Dish do a install?

Seems to me you knew all of this was going to be a problem before you even made the call to dish.
 
H

HTPC4Me

Thread Starter
Active SatelliteGuys Member
Jan 4, 2011
16
0
US
If you own the house, nobody can tell you where to install it. (I still don't know why people would buy into such fascism, but at least in this case the government is on your side.)
While I have no doubt that I'm legally allowed to do whatever I want, I bought into this place knowing the association rules, understanding the goal they're after (Victorian-esque look to the place), and having no desire to upset the neighbors. If I'm going to go that route, it'll be over the hot tub & outdoor speakers - not the placement of a satellite dish. Besides, who wants to be staring at a satellite dish when they're relaxing to music in their hot tub, anyway??
 
H

HTPC4Me

Thread Starter
Active SatelliteGuys Member
Jan 4, 2011
16
0
US
So if the existing dish is on the roof and thats where you want it knowing the snow isn't going anywhere..... Why would you try to have Dish do a install?

Seems to me you knew all of this was going to be a problem before you even made the call to dish.
I certainly wondered how they'd go about it when I called them initially, and I had plenty of suspicion that it wouldn't go smoothly - but at the same time, they didn't seem to have any concern at all. And after coming out, seeing the situation, and deciding against it, they still opted to just reschedule for 6 days later (while the technician was here - looking at the snow all around). I'll give them credit for determination - but have to subtract a few points for common sense at some point. The only thing I can figure is the installer is paid by the visit.
 
H

HTPC4Me

Thread Starter
Active SatelliteGuys Member
Jan 4, 2011
16
0
US
How high is the roof?
It's near the peak of a 1-story garage... Maybe 16-20 ft up from the driveway where they'd have the ladder. And the dish is probably about 2-3 feet in from the edge. I think they'd have a tough time doing it from the ladder (if not impossible), and if they fell off the roof on the wrong side, it's about a 30 ft drop down (roof + 1st story + 2nd story). Did I mention I wouldn't mind waiting till the snow's gone, AND I'd never get up there myself? I'm standing by that. There's a good reason I never went into dish installation. Or roofing.
 
D

digital echo

SatelliteGuys Pro
Sep 21, 2005
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Earth
Pics Pics.. Do a full pic of the back yard facing and away from the house, and about 75 guys off here can give you ideas of a better dish placement.
 
H

HTPC4Me

Thread Starter
Active SatelliteGuys Member
Jan 4, 2011
16
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Pics Pics.. Do a full pic of the back yard facing and away from the house, and about 75 guys off here can give you ideas of a better dish placement.
Are you kidding? It's cold *and* dark out there. Maybe you'd settle for a map. should be right in the middle - it's the blue/grey house that shares the sidewalk with only one other house in the map. Backs up to the walkway around the creek and has a dish just off the peak of the garage. The challenges are the trees, the neighbor's house, and the story-tall ravine on the creek side. There is a deck in the back (you can't see it because of the trees), but mounting it back there won't work due to the trees, neighbor's house, and WAF. Note - current DirecTV dish points towards the neighbor's house and just barely clears it where it is now. I'm assuming Dish TV would be very close... but I may be wrong about that.
 
Frank7004

Frank7004

SatelliteGuys Pro
Dec 13, 2009
715
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Indiana
Canx the work order and call back to reschedule when it's safe for the tech to work. It will save both you and him a lot of grief.

The csr's job is to get the tech to your house asap. They have no clue about what the site survey may tell. That, combined with a pushy dispatch and management, the tech is just doing what he's told.
 
S

stephenh@DISH

SatelliteGuys Family
Dec 28, 2010
62
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Denver
Hello HTPC4Me,
It does not make sense for us to not be able do a install in the winter. I would like to contact the dispatch office in your area and find out what is going on. Please PM your account number to me I need to have your info to contact them. Thank you. [FONT=&quot] [/FONT]
 
stardust3

stardust3

SatelliteGuys Master
Pub Member / Supporter
Lifetime Supporter
Mar 7, 2006
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.....
Is there an eve on your house where the dish could be mounted instead of on the roof?

Also,
I've never heard of being charged before service is activated
, which you have not been. Did you order through Dish or a retailer?
Call whomever and explain there has been NO install.

You now have to pay for your 1st month programming up front as a new customer & possibly equipment if dha too or flex is involved. Change your mind @ time of activation & upgrade say from 120 to 200. You,ll have to pay the difference before it can be activated. It's crazy......
 
Frank7004

Frank7004

SatelliteGuys Pro
Dec 13, 2009
715
0
Indiana
Hello HTPC4Me,
It does not make sense for us to not be able do a install in the winter. I would like to contact the dispatch office in your area and find out what is going on. Please PM your account number to me I need to have your info to contact them. Thank you. [FONT=&quot] [/FONT]

Did I call that, or did I call that? lol.

stephenh@DISH, safety is priority. I hear it every single week in our meeting, every morning before we leave the shop, and when I look at the left sleeve of my DNS uniform shirt. "Zero in on Safety".

Enjoy sitting behind your desk with your headset on while telling yourself there should be no reason why the job cant go in. The tech on site knows best about the situation, id say 90% of the time. Not trying to be a jerk, just simply stating...
 
H

Hemi 6.1

On Vacation
May 3, 2007
12,056
1
Wayne County,Pa
Sorry, But I agree the Dish Internet response team Guy.

Don't sell a product in the winter if you can't do an install in the winter.
Bottom line!

What if you have a signal issue? Your supposed to pay for service if it doesn't work?

Snow on the roof is not a valid excuse. Clean it Off!!

Or tell Dish to put up a Sign that says Closed from November-March.

Give the guy is Money back!
I know for a fact, the Installer isn't going to mount a dish Somewhere that would rquire Roof Jacks to get too!
I've Never seen a Dish on the middle of a peak on a 12 pitch roof.

My construction Business doesn't prevent me from working on a snow covered roof.
 
Frank7004

Frank7004

SatelliteGuys Pro
Dec 13, 2009
715
0
Indiana
Not that I don't disagree with you, to an extent but it is what it is. If at all possible I will do my best to do the install...put it on a non pen/temp mount, whatever I can do to get them up and running. Not always can that be done though.

Check out the pic. That was the only place for LOS. Couldn't service the dish. It goes with the territory. If it were up to me, every job would be a pole mount in our area.
 

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