My story is very similar, talked to multiple CSRs and DIRTs told it isn't possible, finally a DIRT setup an appointment for a site evaluation, the tech showed up today, determined a Hopper 3 install will work fine at my location (he said I have to call Dish to setup a separate appointment for the Hopper 3 install), I thought everything finally would be done, the CSR I contacted even saw the tech comments saying I'm eligible for a Hopper 3, but they get to the end of getting everything setup for the work order then it won't let them complete it saying I'm ineligible for a Hopper 3, I told the CSR I know, I've been through this multiple times and the tech who just visited cleared me for a Hopper 3 and the CSR said there is nothing they can do, even after going offline to talk to a supervisor, I said so your computer system knows more than a tech who was just at my property and CSR wouldn't budge UNBELIEVABLE!!!!, so I asked to speak to the supervisor. Based on how this whole thing has unfolded I give Dish customer service about a D- and strongly was considering dumping them and going to DirecTv based on all of this hassle. Your computer system knows more than a tech who was just at my property who I had to pull teeth to get approved to send out? Just unbelievable stupidity. Here's an example of some of the conversation with the original CSR and the supervisor:
Ma. Kriselda (ID: DNG): Your installation is not possible because the equipment the Hopper 3 uses can only look at three satellites when paired with a side dish, and does not support the four satellites your installation requires
I told the CSR to call the tech that just left, gave the CSR the cell phone number and tech's name, the CSR refused. Just absolutely awful customer service.
Supervisor - Lawrence (ID: T7Z): Well, here's the deal, normally after a tech out, we send a field technician supervisor
Supervisor - Lawrence (ID: T7Z): he's going to give us a second opinion
Supervisor - Lawrence (ID: T7Z): As much as I wanted to set up a technician out, this will result into same situation so I have this one escalated to our Tech Ops Team.
Wayne Reibold: do i have an appointment tomorrow or not? you said you set it up so is it setup or not?
Supervisor - Lawrence (ID: T7Z): Unfortunately not.
Supervisor - Lawrence (ID: T7Z): I just had a word that it won't improve the situation since it is a known issue for customers located in low beam fill areas like South Hill WA
Wayne Reibold: so am I supposed to get a call from some tech ops team? or where is all of this headed?
Supervisor - Lawrence (ID: T7Z): It is highly possible that you may receive a call or email but I can't guarantee the time frame since they are checking on it as we speak
Supervisor - Lawrence (ID: T7Z): We're coming up with the best solution not just for you but for all people whose affected with this situation
Supervisor - Lawrence (ID: T7Z): and Imagine it's not possible without a help coming from a person named Wayne Reibold
Supervisor - Lawrence (ID: T7Z): you'll be like a hero in this
Wayne Reibold: you talked about a field tech supervisor coming out to assess my situation, is that happening or not??
Supervisor - Lawrence (ID: T7Z): That's is our protocol regardless if you asked me to do it or not. Meaning it's part of our Standard Operating Procedures to check every technicians work
Supervisor - Lawrence (ID: T7Z): They could knock on your door though it's not always the case.
Wayne Reibold: here's my opinion: I think your computer system is WRONG for my account and that the tech who was just here is correct
Supervisor - Lawrence (ID: T7Z): You're talking to a supervisor who's been with Dish for couple of years
Supervisor - Lawrence (ID: T7Z): I know you might not have faith in me but trust me, I've been with worse situation than this
Wayne Reibold: who has not been at my home and not talked to the Dish tech who just left my home
By the way I gave the supervisor the tech's name and cell phone number pleading to call him but he refused to call him. Forget logic.