Dish Install Appointment slipped 5 hrs - then rescheduled

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Dish Install Appointment slipped 5 hrs - then rescheduled

bhill66
Extra
I had an install scheduled for 12PM - 5PM on 11/28. I received a text and email on11/27 at 5 PM confirming that the appointment is tomorrow between 12 and 5. So I take the afternoon off of work to be home the afternoon for the install. Finally around noon I receive a text stating the technician should be there from 2PM to 315PM. In the meantime, I was monitoring MyDish app for the update and also mydish.com. The app never updated to the install window but the webpage (mydish.com) did show the window. As it got closer to 2PM, still no updates on app and no technician or text. I checked back on mydish.com and it had slipped the appointment out to 3 to 415. Still no update via text or app. As 3PM approached, still no tech. Checked back on mydish.com now it has slipped another hour 4 to 515. Still not update via text, app, or phone call. This happened again 5 to 615. It gets dark at 530 in the east and I was thinking - how can the tech show up at 5 or later and still be able to survey my property for a clear line of site. Finally at about 445 I called dish to find out if the installer was really coming. While I was on the phone the appointment updated to 7 to 815 PM. Really!! Still no contact from anyone at Dish. I had to initiate a call and the CS had to call dispatch and find out what was going on. They basically had nothing more that he will be there and should make the 12 to 5 window. HOW? It is 445PM and the appointment says 7 to 815 PM??? What am I missing here? I somehow got disconnect from the first CS rep and called back and talked to Amanda. I had to go through the whole thing again. She put me on hold and got in touch with Dispatch again and I guess they finally cried uncle and said that they are just not going to make it; and they needed to reschedule. So now I got put off until 11/30 but I insisted on the morning slot. Now I have to take off another half a day of work and who knows if they will show. They claim all this - you will know who your technician is and keep you up to date on where they are and the my dish app. The app never updated with the supposed install window and I never received another text message of the slippage in install window. If I would not have found mydish.com, I would have been in the dark. The CS rep did not appear to have any access to install window information either. Not sure if this is a Dish issue or if the installer are a contractor. Not a good first impression. Got me really second guessing changing from Direct.
6 Replies

Re: Dish Install Appointment

DISH Employee
I'd be glad to look into this further for you-can you send a private message with your account number or phone number and 4 digit PIN?

Re: Dish Install Appointment slipped 5 hrs - then reschedule

timmymao
Extra
Sometimes, I feel sorry for the field service techs. My original installation was rescheduled to another day due to some unexplained reason. When the installer arrived, he was 1.5 hours late because that's how long he had to drive from his home base - as the scheduled tech that was only 30 minutes away wasn't available. The installation took almost 3 hours and was fine, but he still had 4 more service calls and it was already 2pm. Sure, it's easy to just sit there and check the app on a phone every hour (or heaven forbid, actually having to log onto mydish.com - such a chore) but realize there is a human at the other end of that line doing their best to satisfy your entertainment needs.
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Re: Dish Install Appointment slipped 5 hrs - then reschedule

bhill66
Extra
I do not fault the install tech one bit. I know their job is hard and they are dealt a variety of challenges at each location. I think they overcommit these poor techs. My point is how dish says you will be notified and kept abreast of when your tech will arrive. I never received any notification past the first text of an arrival window.

Re: Dish Install Appointment slipped 5 hrs - then reschedule

bear350
Camera Crew

I am not having the same Problem,  But i got A friend to sign up and they did that three times as of today,  Now I told the agaent on the phone this guy is a viet nam vet and has very little patients.  I dove 100 miles to help him order Dish he is changing from Charter.  the first appointment was suppose to be Saturday the 6/15/19 at between 1pm and 6pm they didn't call him till after the time they were suppose to show up and told him it would be between 6pm and 9pm,  My friend told them that won't work becuase he goes to be early,  So needless to say they rescheduled for today at Monday 6/17/19 at  1pm now they changed it again, and like I said this guy has very littlle patients and don't trust to many Big Companies,  Which I feel extremely bad because I told him they we on time at my house when i recently had Dish installed on my new home.

This is extremely frustrating to me,  I know how he is and I drove that far just to get him to switch to Dish Network and now the installer keeps changing his time which is getting him more and more worried about his service now, and I am starting to wonder if I did the right thing in what i thought was the right move for him.  My Friend live in Escanaba Mi and I am in Big Bay Michigan which it's almost a 170 miles round trip and I just can't go and help him RELAX now,  I made sure I told the Person whom I talked  on the phone with about My Friend Greg thats his name has PTSD from Nam. and I was there to help,  now with 3 different appointment and he still has no confidence in them showing up on time.

I am at where I don't know what to think,  I tried to tell him they were great getting my new dish and tv up and running. but with this guy it's a different story.    I love Dish so far and I will more than likely be a long time fan,  but my friend might not me as opened minded as me and i sure hope they get there today asap.  I feel bad now that I put him in this position.

Re: Dish Install Appointment slipped 5 hrs - then reschedule

DISH Employee

We hate to hear that your friend has had such a tough experience with their appointment, bear350. If they'd like to reach out to us directly, we'd be happy to see if we can offer them any assistance.

Re: Dish Install Appointment slipped 5 hrs - then reschedule

bear350
Camera Crew

NO Worries my Friend, It wasn't Me it was a Friend I turned onto the Dish network.  It's all okay now he's hooked up but is having a difficult time due to PTSD.  but we are working to help him every day I can.  He lives a long way from me but I will do  what I can to make sure he has an easy transition to this new system after the Charter experiance, LOL. 

I thank you for your time. Smiley Happy good day. 

 

I am now going to post so good stuff about my experiance with Dish VS DirecTv.