DISH NETWORK ~ They Keep 'Dish'ing It Out, & I Can't Take It
Written: May 31 '00
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Pros: Digital Picture, CD Quality Sound
Cons: Poor Customer Support, Reception Unreliable
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| jaedykes's Full Review: EchoStar 4700 |
The Echostar Satellite TV and Dish Network certainly sounded like the way to go almost two years ago. We were Warner Cable subscribers and had heard about the many features and benefits of Direct TV and Satellite. Warner was charging us approximately $31 monthly for Basic Service and about 80 channels. We paid an additional $10 monthly for three HBO channels.
I have been making notes and contemplating this review for a couple weeks now. I am as "untech" as they come when it comes to electronics and it was necessary to dig out my owners manual. Even though this product gets a low rating from me, I wanted to sound halfway intelligent in describing its features. First, I'll discuss the features and positive aspects of this system.
Standard Features on ALL DISH Network Receivers:
- Digital Video/CD-Quality Audio
- Infrared 4-component universal remote control
- MPEG-2/DVB Compliant Technology (transport stream & video)
- Software Upgrades Via Satellite ("Flash" Memory Component)
- Electronic Program Guide
- Parental Control Lockout (V-Chip-Type Technology)for Channels, Ratings, and Content
- Password Protection for Parental Control Lockout
- Page-at-a-Time Scrolling
- Transparent Browse Banner
- One-Touch Program Information Button
- One-Touch Channel Return Via Recall Button
- Alternate Audio (Alternate Language Support)
- Dish Antenna Peaking (Signal Strength) Via Audio Tone and 2-Color Bar Graph
- Dish Antenna Aiming Screen Based Upon User ZIP Code
Generally, you will receive a much better quality of picture and sound with Satellite TV than with cable because of a digital format. They also boast a broader programming selection. For only $19.95 monthly, the America's Top 40 Package includes two channels each of Disney, Nick at Nite, and Nickelodean. We chose America's Top 100 Package for $29.99 monthly. This includes about 25 music CD channels that we never used, but the Top 40 Package did not include Fox News, FX, Bravo, or ESPN, and those are all channels that we wanted to have access to. Still, we were spending a little less than we were with Warner Cable.
We also chose to add the HBO Works Package for an additional $10.99 monthly. When we first subscribed to Dish Network, this included six HBO channels and was an added value. The Dish-On-Demand instant pay-per-view services start at only $2.99, which is quite reasonable. I originally agreed to purchase the monthly Dish Entertainment Magazine. I had enjoyed the monthly magazine published by Warner, and for only $1.15 per month it seemed like a great deal. However, the Dish Entertainment Magazine is $3.95 per month, and I could not justify almost $48 per year for basically the same information you can get with the on-screen Program Guide.
We purchased our Echostar 4700 equipment from an Authorized Dealer. I did not fully understand this when we made our purchase, and it can get quite confusing when customer service and technical support issues arise. When our equipment arrived, we were missing the remote control. This took several calls to the distributor, but we finally received the remote after about three weeks. Prices vary, but we got a good deal and paid only $99 after rebates for our dish, remote control, and receiver. We called Dish Network directly to purchase our programming packages and get our service. This was a relatively easy process, as we were stepped through the process while the installer was at the house.
Most Authorized Dealers offer inexpensive, and sometimes free, professional installation. Since we own a screwdriver and a hammer (and I am their primary user), we opted for professional installation for a cost of $50. It is also important when purchasing a Satellite Dish that you live in an area with a clear line of sight northern exposure so that you can receive a clear signal from the satellite. We live in Ohio, which is relatively flat, but our property backs into the woods and we have huge trees that tower over our two story house. It took almost three hours for the Dish Network Authorized Dealer to find a good spot for the dish. This is definitely not something we could have done on our own.
Hopefully I've given you enough information to understand how the Dish Satellite works. Now let me explain why I just went back to Warner Cable.
Poor Customer Service - This is a real thorn in my flesh, and although I have a pretty strong tolerance for the occasional challenge, that tolerance was used up about one month ago. I have had probably ten different occasions to speak to Dish Network customer service with issues ranging from billing problems to technical problems. Every call was a mininum of a twenty minute hold, with one call costing me fifty minutes on hold (thank God for cordless phones).
Loss of Satellite Signal - An ongoing issue has been loss of satellite signal every time there is cloud cover or a very mild shower. This is the second spring we've had this service and we have lost signals on almost every channel up to several times per week. I have gotten a different answer every single time I've spoken to customer service regarding this issue. We were told that our installer most likely used the wrong type of cable when connecting the dish - the authorized dealer that they recommended. We were told our dish had perhaps moved and it was our responsibility to check this out. We did, and that was not the problem. We were also told that perhaps our external connections on the cable were not weatherproofed. They recommended that we wait till dry weather and use a good silicon sealant on all of our exterior cable connections (I suppose my hammer and screwdriver would have sufficed this procedure). Basically, the only thing we did not hear from them is that we could receive any credit for loss of service or even a coupon for a free pay per view movie. You see, a $2.99 coupon would have diffused my anger.
I have since learned that heavy rain and snow will cause you to lose signal strength due to the dish antenna not being able to see the satellite. If you live in an area where inclement weather is a regular occurrence, or in our case, light showers, you can expect frequent loss of signal.
Technical Support - Or lack, thereof. Another consideration is that it has always been our sole responsibility to figure out what the problem is. Is it an equipment problem? Then you have to call the retailer who sold you the equipment or the company that manufactured it. Is there a problem with some of the channels? Then it's whichever company sold you the programming package. Is it a signal outage? A problem viewing local TV stations? A question about one of your bills? There are different answers for each of these questions, and you have to keep them straight yourself. If it is an equipment problem, and unless you bought a separate, expensive service contract, you may end up with a bigger repair bill than you expected. In addition, you may have to pack up the equipment yourself and pay to ship it back to the factory for repairs or replacement. After you have gone through the time consuming process of sending everything back, you may have to wait for the factory to ship the equipment back to you, at which point you will need to have the system set up again by an authorized dealer if you only own a screwdriver and a hammer.
Extra Fees - Another "thorn in my flesh" is the fact that Dish Network charges you a $5 fee everytime you make a change to your programming package. I am a sucker with telemarketers if I let them get past "hello", and I agreed to try a special premium channel offer for only $8.99 per month. There was to be no obligation for trying this package of Encore and Starz. In addition, I would receive a free "Dish Network Bear" ~ yes, a stuffed animal probably worth $3, but I told you I am a sucker. The programming offered on these channels did not appeal to us, so I decided to cancel after a month. Not only did I not get my bear, but when I called to cancel this package, they whipped a $5 charge onto my bill (tolerance level going down).
Upgrade of Equipment - Our next dilemma is that our equipment is now obsolete. Just like computers, once you "drive them off the lot", a better and more technically updated model of your satellite equipment is being produced. Unlike cable TV, we are responsible for upgrading our own equipment.
Then the amazing happened. I walked out to get my mail and there was a beautiful, full color brochure from Time Warner Communications advertising Digital Cable. This special offer included free installation on up to two TVs. We have only had network stations on our second TV set because we did not purchase an additional receiver. Warner also offered free first and twelfth months of the total digital package, and two premium services for the price of one for six months at $10.58 per month. Their HBO package now includes six channels and I chose Showtime (five channels) for my second premium channel. Warner now has the same infrared remote control with the same advanced features I enjoyed with my Dish Network equipment. I am paying $39.95 for 150 channels plus my premium movie package.
The average hold time for customer service is five minutes, seven days a week, twenty-four hours a day. If there is a problem with signal due to weather or our local system, I can expect a credit of some sort on my bill. And, the piece de resistance - they gave me two coupons for free pay-per-view movies. This is my first week back with Warner, and I am pleased as punch to have dependable customer service. As I am writing this review, my dog is clawing me to death because of the thunder storm outside - but... I have cable!
Recommended:
No
Amount Paid (US$): 150
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Epinions.com ID:
jaedykes
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Location: The Buckeye State
Reviews written: 28
Trusted by: 33 members
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