Receiver Upgrade Problem

[DISH_NC]

Well, so much for my hope that a Receiver upgrade would go off without issue. I called last week to upgrade an old 3900 receiver to ViP211k. I called the DISH number listed on their website and spoke to an agent (clearly offshore). I recorded the entire conversation as well (for my Quality Assurance).

Today, the receiver arrived (a regular 211, not a 211k) and when I called DISH again today and explained the problem, after being placed on hold several times, I was told there was nothing they could do for me.

I sent an email to ceo@echostar.com explaining the problem, including the fact that I have the original CSR on recording verifying that I asked for a ViP211K.

Not sure what I can do at this point. I refuse to activate the receiver until I can get some resolution.

 

[DISH_NC]

Well, it appears they don't have any 211K's in stock so they send whatever they have. Looks like next time, I will be visiting DISHstore to buy a 211k

 

[DISH_NC]

Correction - it appears the Email worked out for me. ViP211K is on the way.....

Now I know why I've been a DISH customer for 12 years - they do listen.

 

[4chiks]

Similar experience - ordered a black 211k to go with new TurboHD programming, but was sent the silver 211. Tried chat (nothing), CSR (long hold), but was finally transferred to a "specialist" who scheduled an install of a 211k for no additional cost. Just another week without HD.

 

[KE4EST]

Glad to hear it worked out.

 

[DISH_NC]

Similar experience - ordered a black 211k to go with new TurboHD programming, but was sent the silver 211. Tried chat (nothing), CSR (long hold), but was finally transferred to a "specialist" who scheduled an install of a 211k for no additional cost. Just another week without HD.

After activating the Silver 211 (I had resigned myself to having it for good) and adding the DVR option to it, I was relieved with the outcome (and my loyalty to DISH). It was confirmed to me that I would have no problems moving the EHD from the Silver 211 to the 211K with whatever programs were recorded on it.

People always gripe about DISH and Charlie but in my 12 years with them, this was my first real complaint (besides losing Distant Networks).... Given that it worked out afterall, DISH still ranks near the top in my books. Unfortunate that regular CSRs (and their supervisors) couldn't take care of me.