Porters Mountain View Supply Inc

When I called Dish a few weeks ago, they told me that installation would be Saturday, June 15. That week, I got an e-mail telling me that I was scheduled for Sunday, June 16 and to be home between noon and five. They also told me that the technician would call in the morning to narrow the time slot. I'm in the process of trying to have the concrete floor in the basement coated, but I thought we might need access to the basement while running wires for the internet. I told my concrete coating people not to come Sunday because I didn't want interference with installing the TV and internet. At four o'clock, I called customer service to ask whether everything was okay. The agent told me that everything was on schedule and guaranteed that the installer would be there by four-thirty or four-forty-five at the absolute latest. The agent also told me that the installer would call. He didn't just say that I was still on schedule. He guaranteed that I would have internet and TV that night. At five o'clock, I called again to ask what was happening. This agent put me on hold while she made calls. She said that the installer had gotten sick and gone home without calling the customers. I told her that the situation was unacceptable. I told her that I was essentially living in a construction zone because this house needed major renovation in order to be habitable and had delayed other work so that Dish could be there. For them to cancel was bad enough. For them to cancel without showing the courtesy of a call was wrong. I lost an entire day of productivity waiting for them. She wouldn't know that the installer had gone home sick if he hadn't called someone, and that call should have alerted the company to the need to call me. This agent put me to another person on some kind of customer service team, and he gave me nothing but double-talk. I told him that all of his double-talk was unacceptable and that I wanted to go to the supervisor. He transferred me to an open line that no one answered for twenty minutes. I called again and got another customer service person who said that I was listed as trying to cancel my service. I told her that because Dish Network has a monopoly in the area I was stuck with them but wanted to go high in the company with my complaints.She was going to give me the conflict resolution address, but the call was dropped. I had to deal with some other issues, but I called again later in the evening. The new guy told me that someone would be at my home between eight and ten Monday morning. I asked whether he was sure, and he said that he had set up the appointment and that they would certainly come. I texted my boss to tell him that I would miss yet more work over issues with my house. This house has cost me a great deal of work time in a new job, and I evaluate service providers by whether they are helping me get stuff done or whether they are wasting my time. I wanted internet, so I was willing to miss a few hours in the morning. I waited until after nine o'clock Monday morning to call again. When I called, the agent said that I wasn't going to get an installation between eight and ten but was on a waiting list in case something came open during the day. He said that they would call me if they had time and maybe my odds were 60/40. I was about to leave for work when I got a call from a facility that I support about two and a half hours to the south. They needed me in the afternoon, so I had to pack and leave immediately. I would not have been able to be there for installation if Dish Network had called, but I never got a message on my machine that anyone had tried to contact me. Apparently, I'm once again out of sight and out of mind to them. I have no clue when Dish Network might see fit to give me internet service. If another provider were available in my neighborhood, I'd use that provider. Unfortunately, no one else is there, and Dish Network doesn't care whether they provide good service. If I can stop one dime from going to Dish Network when another provider comes into my area, I will cancel my contract, pay the cancellation fee, and go with the other provider. Dish Network is unworthy of good customers. For anyone who has an option, I recommend against Dish Network in the strongest terms. This company cares nothing about the customers, tells lies about when they will be there for service, and does not deserve anyone's hard-earned dollars. If anyone from Dish Network is reading this review, here are the important points that you need to consider. 1. The installer was supposed to call me in the morning to clarify the schedule. The installer never made that call. You claim that he became sick during the day and had to cancel the rest of his schedule, but a sickness later in the day doesn't excuse the failure to make that original call. 2. The call center people claimed that they were able to reach a dispatcher who told them that the installer had gone home sick. If the dispatcher knew that the installer was no longer keeping appointments, why couldn't the dispatcher have taken steps to ensure that customers had been called? When the installer called to say that he was sick and not finishing his appointments, why didn't the dispatcher ask "Have you called the customers?" If you find that the dispatcher asked and the installer lied, then you should fire the installer. If the installer admitted that he hadn't called customers and the dispatcher didn't take steps to perform that courtesy for the company, you should fire the dispatcher. 3. One agent told me that he had taken steps to ensure that I would be first on the list on Monday morning to make up for being skipped on Sunday. He either lied or didn't understand that he didn't have power to move me to the front of the Monday morning list. If he lied, he needs to be fire. If he didn't understand, then you need to train your people. The first agent that spoke to me on Sunday afternoon guaranteed that the installer was on his way. That agent had to have lied, and he should be fired. 4. As a company, Dish Network either needs to stand behind their service or not. If you are capable of providing good customer service on the installation side of the business, then you need to stand behind that service. You need to offer new customers a guarantee that if their installation is not done on schedule, the customers will not be forced into a specified service contract. Someone in my position should be allowed to switch to another service provider if they come into the area with no penalty for breaking my Dish Network contract. If your installations were reliable, you'd have very few customers who would qualify for this benefit. If your installations are as unreliable as my experience suggests, then you don't deserve to be in business. The other advantage of making this guarantee is that customers would have more confidence in a company that stood behind their installations this way. You could run a commercial saying that if your installer didn't show for the appointment, the customer could later leave the contract with no penalty. People would be impressed with a company willing to make that guarantee.