My letter to Century Link/Dish Network
My letter of complaint sent to Century Link & Dish Network
We had a really, really bad day with your company(ies) yesterday. Let me tell you about it and see if you agree that your customer service is, shall we say, âlackingâ.
First of all, our high speed internet service went downâ¦..again. This is more times this year than we can even remember, but itâs the second time within just a month or so. Even the person at tech support said the company is constantly working on the lines, which crashes the system. We run a business that relies completely on our internet service. When our internet service isnât working, our business grinds to a complete halt. We have had to go to Panera Bread just to be able to get online and conduct business!! If your internet service canât be depended on, then we will have to find one that is.
Next, we received another Dish Network bill in which we were overcharged. This happens on our regular basis too. I can provide you with numerous pages of notes we have made of all the phone conversations we have had with your customer service reps since we signed up for Dish Network service back in Dec. of 2009. Originally, we called around for pricing with several companies and talked to Dish Network several times before making the decision to switch from DirectTV. We were told each time that we spoke with Dish Network customer service that we would pay $59.99 a month plus tax for the package and the DVR/HD, etc. for the first year and then it would go up to $74.99 in the second year. After signing up, just a couple of months later, we get a notice that rates were going up. Our DVR rental would now go from $7 to $14 and the âClassicâ package was no longer availableâ¦.we would now be in the American Top 200 package. OK, whatever you want to call it, fine. The problem is that youâre doing it on purpose to completely confuse the customer. If everything changes regularly, thereâs no way to compare billings or packages. When we called to complain about the increase we got a few months of credits. Then we bundledâ¦..and oh good lord the fun has multiplied. Weâre getting a $5 bundle credit but our bill this last month went up $12 despite that credit. We didnât change a thing from the month before but our bill was $70.99â¦.not the promised $59.99. How did that happen when our first year wasnât up yet?!?!?! So that was another phone call and the discovery that we were charged $6 for the service plan that was supposed to be free for 9 months and we only got 8. We got a credit and the plan was removed from our account. But the bottom line monthly bill was still $10 higher than $59.99 so another call was in order. This time when I used the term âdeceptiveâ in describing Dish Networks rates and billing, the customer service representative decided to examine the account again to see what could be done. Miraculously, she discovered that we were getting the HD Platinum channels with such mind-blowingly compelling fare as World Fishing Network HD and Fashion TV HD. How have we lived without this programming all these years? And to think I could have been watching fishing in HD and I didnât even know it! Whatâs next âPaint Drying HDâ? I not only didnât know we had these channels, nobody told us we were getting them either. I certainly wouldnât want them or pay for them. Now the Fox Business Network would be nice to finally get, but NHL Network HD is sure not whatâs been missing in my life. So, I must ask the question: how the hell did this âPlatinum HDâ package get on our account? Back to customer service: guess what, that package just happens to be $10 a month. Remove it and weâre back to the $59.99 monthly charge that will bring us back to happy subscriber land again.
Geesâ¦.what a scam. Every time a bill arrives, my head just about explodes trying to figure it out. Charges, credits, HD, Platinum HD, Service plans and on and on and pretty soon weâve been bamboozled! So, now I have circled the date on my calendar for the time the next bill will be landing in my mailbox, so I can set aside another hour to figure it out and call customer service to get adjustments made. I canât wait! Did I mention the time we had the free trial HBO cancelled and the customer service representative wanted to charge us a $5 change of package fee? You give us something free in the hopes weâll forget about it or want to keep it and then you want to charge us for removing what we didnât want in the first place. I can go on and on but my blood pressure monitor is starting to beep.
Now on to problem number 3 yesterday. At the end of my time on the phone with âBobbieâ in customer service, she offered to me without my saying anything about the $16 in credits, that she could not advise me to subtract it from my bill (I hadnât even considered it at that point) and that I should call Century Link since they handle all the billing. I said okâ¦.and thought âIâve killed half an afternoon on this already and well, my internet service isnât up yet (thanks again Century Link) so why not? So, I launched into my 3rd call to your company(ies) of the day. Yes, Iâm a masochist. But Bobbie was actually nice so maybeâ¦â¦ But it was not to be. This time I got somebody who sounded like Underdogâs alter ego, ShoeShine Boy. If I didnât know that Wally Cox was pushing daisies, I would have thought he was moonlighting for Century Link. Everything started out OK as I explained that I had a $16 credit coming from Dish Network and wondered if I could go ahead and subtract that off my bill. Shoeshine boy must have stepped into his phonebooth and took a super energy pill out of his ring because before I knew it he was literally insulting my intelligence. He told me that canât be done because Century Link will have already paid all our fees and I will just have to wait for the next bill for the credits. When I explained that his cohort over on the Dish Network side told me to call because Century Link handles all the billing, SSB said âwell, now that wouldnât make much sense would itâ? Huh? Iâm a customer doing what I was instructed to do but am now being told that doing so didnât make much sense. When I suggested that he was basically calling me stupid, he gathered his biggest Underdog voice and said âdonât put words in my mouthâ. Then he did what any self-respecting cartoon superhero would do and said âhave a nice dayâ and hung up on me! I was beginning to utter the phrase âwhat is your nameâ to indicate my âmad as hell customer statusâ when he was gone just like a speeding bullet. So, is this how you train customer service reps? When cornered, slam down the phone quicklyâ¦..but be sure and say âhave a nice dayâ first!!
I can guarantee you weâll be gone faster than a speeding bullet as soon as our contract is up with Dish Network, unless this billing gets straightened out. And as for Century Linkâ¦.exactly which century are you referring to? Iâd say the previous one considering the quality of service you provide.
Anybody out there agree the quality of customer service weâve received is inadequate?