Echostar Satellite ,DISH Network Would not replace TV after power surge - after install techs told me they had wired surge protector during installation. Loveland Colorado

During a very messy DISH installation in May 2007, Dish install techs related that coaxial from the dish input had been wired through a high end surge protector - after I asked. Our home had a history of lightning strikes and surges with our power input - and the surge protector had saved us on a couple of occasions. In fact the existing surge protector was a new one sent out by the firm after an incident.

On Monday July 14th 2008, I had played the TV until after 11:00 at night and turned off without incident. At 11:45 power went off throughout our house and neighborhood. At roughly 12:30, power was restored. I turned the TV on the next morning and the Power LED front panel light began blinking. I turned off and on multiple times, and used the reset procedures outlined by the TV manufacturer. TV still would not come on.

I called our local TV repair to remove the TV to their facility for a service call. The repair engineer called me the next day to relate that the main module (DM assembly) was damaged and asked if we had experienced power outage or lightning. I related that we had experienced a power outage two nights previously. He related that the unit would have to be replaced as the DM assembly module was no longer available. The unit was purchased in 2001 for $3900.

Knowing this I began the purchase of a replacement TV. When the installer arrived to begin installation, he related if there was a reason the Dish coaxial cable feeds did not go through the Panamax surge protector. I could not believe it. The Dish tech reps had lied to me!! The TV unit was a 55 floor model that had not been moved since Dish installation so no one had altered their work.

This experience has been a nightmare for my family. We have lost a TV unit that cannot be replaced due to technology features (PIP is now limited due to HD digital signals, etc.). In addition we have the cost of a new TV that we would not have needed if the installation engineers would have performed what the customer wanted!!

In short, Dish owes me for the replacement TV. I have contacted them on multiple occasions. They finally issued for some type of service engineer to come onsite to make a few pictures of the surge protector and installation. I then received a "form" letter from a local general manager (who failed to sign) stating that the damage was not the result of an employee of Echostar. Excuse me - who's fault was it? In addition, this general manager will not return my calls.

It is not right to present customer service as Dish is doing. I have the signed repair order from our service TV firm stating the problem occurred due to the power outage and I also have the cost of the replacement TV 2154.26. All DISH wants is their receivers back - after switching back to cable due to HD requirements. Without a doubt DISH network is at the pinnacle of poor customer service!!!!

Foxboro man
Hickory, North Carolina
U.S.A.