I was a Dish customer until three years ago. When calling their tech support, my experience with them was always very good. In addition, their installers were professionals that listened to what I wanted them to do. I had no complaints about them from the standpoint of technical support.
However, my wife and I were watching about five channels regularly, and others only occasionally. We had the top-end package that did not include any premium channels. Why we switched was the price of the package. At the time, I was paying $87/mo for that service, and that was after several price hikes along the way.
I built a HTPC, get my local stations OTA with DVR capability through Media Portal, subscribe to Netflix, and get commercial Hulu free from Bing points. My wife gets one CNN program via subscription from iTunes for $4.00/mo. So, we are now paying $14/mo for, essentially, what we were paying $87/mo - though we have to wait for programs from cable networks to be released on Netflix.
We could not be happier, and in the three-years time, we have paid for all the equipment we bought at the time in the form of savings on that $87/mo bill. Unless the new FCC totally screws up internet so that everything costs substantially more, we will never go back to dish or any other pay TV service.
Personally, I think this is where their customer dissatisfaction stems from - their service is vastly overpriced to many with regard to the content it delivers, since their technical support is very good. If they had an Ala-carte model where each station were say $0.99/mo and I did not have to subsidize channels I never watch, I might consider going back, but not with the current model.
and the thrill of getting new equipment.