Dish Network - Page 3

Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 447 ratings and
1252 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
StarStarEmpty StarEmpty StarEmpty Star
Setting the Record Straight
Posted by on
Rating: 2/51
Pending the arrival of a Service Tech to provide and install a second DISH receiver, I read some of the posts here for info concerning The DISH network's business practices. I believe there is reason for concern.

I decided to document my understanding of the agreement reached with The DISH Network for provision of the second receiver.

I feel fortunate that I am a former customer of Time Warner Cable and still use them for Internet access. I also feel that being in the 11th month of a 12 month agreement with DISH provided me with some valuable leverage.

The DISH representative I spoke with tried to get me to agree to a 24 month contract for "new services". I politely declined. I was offered the option to purchase the new receiver for ~$450. I declined that offer as well. It was at that point in our conversation that I asked the representative if they thought I should contact Time Warner to determine if they would want me back as a customer. My question resulted in my being handed off to a supervisor.

The 2nd DISH representative was more interested in my way of thinking.

I was offered my second receiver at no cost and with no contract. It will add $7 monthly to my bill as a second source of programming within my home. I'm fine with that.
The $15/month discount that I "received" upon initial set-up 11 months ago has been extended another 12 months. The bundle for HBO, Cine Max and Showtime has been given ~50% discount to cost about $18/mo. I'll be paying almost $100/mo. + taxes for my selection of programming.

I took 1 additional step today to forestall any quibbling with Service Rep's in the future. I summarized my understanding of the agreement reached by phone and opened a DISH Chat connection through customer service. I copied and pasted my understanding into the cordial conversation with customer service. I explained my reason for doing so as to "document my understanding of our current agreement in order to avoid misunderstandings in the future".
I think it took the customer service representative a few exchanges of info to wrap their head around what I was doing...that's fine, as well. I was given 2 e-mail addresses for future use, if needed.

Upon conclusion of this DISH Chat exchange I copied and pasted it into Word, then printed it. DISH now knows my understanding of our agreement, I have a written record of it and it is documented before installation of the new equipment.

I will assess in the coming months the value of my efforts today. HTH
     
Read 4 RepliesAdd reply
User Replies:
tnchuck100 on 12/14/2012:
Good going. Please let us know how it turns out.
BeckiB@DISH Network on 12/15/2012:
I am happy to help if you have any questions or concerns int he future. I am happy that our agent was able to get this resolved for you and we were able to keep you in the DISH family! Please email me at becki.barned@dish.com if you have any questions!

Becki Barned
DISH Internet Response Team
the chef on 04/24/2013:
don't you find it sad that you have to go through all that just to not be screwed later? Netflix is the way to go... Why watch new stuff, I just finished watching magnum p.I. again. It was hours of fun.
Jerry ONeal on 05/26/2014:
We have dish network at our home, lake house and our motor home, it is a total nightmare they charge for service for all three locations which we agreed to. However when traveling in our motor home they disconnect our home and erase all the programs we have recorded and it will not record anything we have it scheduled for recording. If you do not use your dish network in any location they disconnect service but the charges go on. You have to spend at least 30 minuets at each location to restore service with their non English speaking representatives however the charges go on. They must save a few penny's by discontinuing service to their customers. And do not care that you pay with money and time. Stay away, stay away, stay away.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Return Equipment Scam!
Posted by on
Rating: 1/51
CENTRAL POINT, OREGON -- I cancelled my account in July, I was sent one box to return 2 receivers, in the box was a letter that said something about not receiving a box for obsolete equipment and there was a list of equipment. I sent back the receiver and remote that was on the list. I held on to the other receiver to make sure that there wasn't going to be an issue later. In OCTOBER I get an email and a bill in the mail stating that my account will be charged $250 bucks for unreturned equipment! I called and spoke with a representative who told me not to worry about the charge that he could see that I received an email that showed that my equipment was returned successfully. I wanted a confirmation number and he said my name is Neil, and you won't have a problem as he laughed... He again said, " you will not be charged, I took care of it." I was hesitant, but I wrote down his name and then finally took the receiver that had been sitting on my kitchen table for over 2 months and put it in the recycle bin. I did not get charged for it and I kept checking my account to make sure. My account was locked and I could no longer log in without restarting the service.

So yesterday I get an email that simply said, " Your account will be automatically deducted for $250." It did not say why or anything. I clicked on the link that was supposed to take me to billing and again it will not let me log on to my account. I called and got no where. They stated that the receiver was not obsolete and the best the could do was take $50 off for the chip on the dish itself.?? I was never told that I would even have to climb on the roof and remove some piece of the dish and return it. I told the representative that I have the dish still in my back yard and I will send that piece to them. Then the representative tells me that it's not necessary and they don't need it and it would cost more to return it than its worth!!!! So, they are charging me for a receiver that they said was obsolete, then they changed there mind 3 months later and want it back, then they add $50.00 for a part that they don't really want!! WTH??

All I can say is the whole company is based on trickery, deceit, and lies! Why would I purposely keep their stupid receiver? If they had sent me the box I would have sent it back to them. Grr.. I'm so very frustrated. I wish there was a lawsuit that I could be a part of.
     
Read 6 RepliesAdd reply
User Replies:
Alain on 11/05/2012:
You may wish to file an official complaint about this at: http://www.ftc.gov/bcp/index.shtml and http://www.fcc.gov/complaints
CheriT @ DISH Network on 11/06/2012:
conniem_vic, I can completely understand your frustration with this issue. I would be more than happy to review your account and see what I can due to assist you. Can you please PM me or email me directly at Cheri.Torres@dish.com with your account information? I look forward to assisting you. Thanks!

Cheri Torres
Social Media Representative
DISH L.L.C.
Cheri.Torres@Dish.com

Annette on 11/08/2012:
I place the service on September 2011 with a monthly charge of $28.00 however the subsequent months were increased to 72.16. I contacted customer service to inquire the montly charge and they said "don't worry, the adjustment will be on your statement". But still in my statement. The box was damage and they let me know that sent to them but few weeks later they claimed that they did not received it and I received in my billing statement $300.00 charge in my account in the next month. I called to cancel my service and they let me know that I have to pay $100, and sent to them a personnal check with this quantity. But I still have the service. I called again and they let me know that the service will be canceled until the contract expieration on September 2011. Thank lord the screen of my cable display that the service was discontinue. Today I received a charge of $72.16 in my billing statement. I cannot believe! I called again and they told that my service is active. Did you believe. In conclusion I gave two months free (a total of $144.00) without the service.
Keep out of this cable company. I go through a nightmare and still pending to return the boxes and the something in the antenna.
Molly P. Jackson on 05/03/2013:
I have two receivers, but dish sent only one box to return their equipment. I called the two telephone numbers, but they are automated so I could not request another box for the equipment. I certainly cannot be stuck with fines and fees on my retirement money. So, how can I get a proper box for delivering Dish their equipment??
Christine Beems on 07/05/2013:
I had cancelled my DISH account over 2 years ago. It was in good standing (no fees due, all contract obligations fulfilled) and I sent back the equipment as requested. Now, for the last month, I have been getting dunned by DISH with phone messages telling me to return the equipment or be charged... and frankly, I thought it was a scam so did not respond. However, the calls now say 'thank you' for returning the equipment and that my account is being charged... and I have not called DISH yet as I searched online to see if there were reports of a scam and came across this column and would appreciate suggestions about the proper course of action to take... Thank you...
Liz on 11/22/2013:
we have experienced the very same thing and we are looking into doing a lawsuit, this seems to be happening to a lot of different people. We should all join... we work hard for our money like to give it away for something we are not at fault for and followed Dish's directions on how to send only one receiver back to be charged for the other later on.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
I Should Have Known Better . . . They Are Sneaky! Some Customers Do Read What They Are Sent!
Posted by on
Rating: 1/51
Cox Cable has been giving me issues lately. Despite the multiple apologies from the service reps, the multiple calls, spending 20 minutes at a time to speak to someone and still not having the issues resolved, I was ready to leave. Because of this I called Dish Network, explained to the woman that I wanted service with NO 24 month service agreement/contract and that I would not give authorization for an auto pay plan. No problem she says and proceeds to transfer me to someone who could process the request.

That phone call was rather long because I kept reiterating the fact that I wanted no contract and I had no intention of giving them authorization for an auto pay plan. He said this was fine as long as I was not accepting any discounts or promotions and I had already agreed to pay the $99 activation fee rather than have it waived like they do for customers on contract. He wanted to read the disclosures and asked that I save any remaining questions until he had finished reading. Fine.

When he was finished I asked again, no contract, no auto pay, and the email confirmation he said he was going to send while reading the disclosures would state this? His answers, correct, no contract. Correct, no auto pay, and yes, the email confirmation email would state that there was no contract, no early termination fee. Great! I was all set!

Well, guess what the email I received stated. You guessed it: "•24-Month Agreement: If service is cancelled or terminated prior to completing the 24-month agreement, you will be charged a cancellation fee of $17.50 per month remaining. This fee may be charged to the card used to originally qualify your account." Of course I called and they stated it was a generic email and that the technician would not ask me to sign a contract. How could I be sure of this? How could I be sure that since they added language regarding a contract that they also hadn't set me up for auto pay with the credit card I used for the activation fee? I let them know that if they couldn't send me an email with the order presented as it was agreed to in my original phone call that they will cancel the order and refund the activation fee I had just paid.

She said she couldn't send an email with what was promised in the call. Okay..sounds shady to me...and I gave instruction to cancel the order. She couldn't do that either and that an account manager would call me within two hours. Not happy that I was told I would get a call back but whatever. I never got the promised call back but I did get an email that stated the order was canceled. I dodged a bullet and am thankful I learned my lesson before it was too late.

I just spoke to the executive office. They were so disinterested in what happened and confirmed that they would not send out an email with what was agreed upon. They are shady people! They will NEVER get another chance with me!
     
Read 5 RepliesAdd reply
User Replies:
jonthethird on 09/01/2012:
Neither Dish or DirecTv will provide service to a new customer without a 2 year contract. The cost of the equipment and install is amortized over that period.
This is the same as a new cell phone: you sign up for 2 years, the new Iphone is $250. No contract it is $650
JISCal2 on 09/01/2012:
That may be the case, Jon but that is not what they say. They said the technician would not ask me to sign a contract. I wanted it in an email before the technician came for the install. They amortize via the promotions and discounts (over $700 in monthly subscription fee's over two years with the package I selected), which I was going to forfeit because there was to be no contract. I paid the $99 install fee, which is waived for customers who agree to the contract.
jonthethird on 09/01/2012:
I understand: salespeople get paid for what they sell, and do not stick to the truth in many cases. You could not get anything written because they knew it would not be acceptable to Dish.
Most of the monthly fees go to the providers of the programming.
jonthethird on 09/01/2012:
BTW, congratulations on READING the contract. So many do not (read the comments found on this site) and then are outraged when the results of the contracts become clear. No matter WHAT a salesman says, the written contract is all that matters.
meme on 10/23/2012:
if you got all your money back you are lucky they haven't gave me any back
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Willing to Do Almost Anything to Get You Back
Posted by on
Rating: 1/51
LITTLETON, COLORADO --

Dish Network RE: Account Number: [snip]6-30-12

Gentlemen,

Your installer showed up 5-2-12, As a representative for your company his presence is well below acceptable. He smelled like an ashtray that was in use for several months. This in itself is a poor representation, during the install he removed cable from the back room wall and could not restring what was a perfectly good cable to start with. He informed my wife he would have to run a new cable behind the siding, this would have been OK, but instead he came out of a gable vent over to an antenna mast in mid air taped the cable to the pole of a mast which was going to be removed. He then ran mid air to about six foot above ground, drilled a hole in our vinyl siding into the center of a drywall interior wall. Then from this point he ran mid air loose cable to the back TV. Where he entered the attic originally where there was an existing cable, he bent the metal soffit so he could put his cable in, saying he never used other peoples cheap cable (this was heavy duty with a separate ground wire), the same type of cable he re-used behind the main TV. When the picture kept breaking up the signal was below 40 I called for them to reset and told him we always had a very good signal for dish, he snapped back at me if I had ever pointed a dish, which incidentally I have several times. Regardless of that his attitude toward a customer left a little to be desired. The 3rd of May he returned, as did his supervisor who indicated the dish was not pointed correctly and needed to be reset and a new LNB. installed. The signal continued to break up and we lost the picture several times, again we called and another tech was sent out on a Sunday 5-6-12. He was polite and checked dish, after his visit I was e-mailed the first copy of your contract four days after initial installation, I’m sure this was due to him seeing the poor installation at the back room. I called to complain about the damages on more than one occasion and was told someone would be out to check in about a month on both occasions. The reception kept flickering on and off, finally being fed up with your lack of response and apparent indifference to our situation, we decided to cancel what was never a satisfactory service and have Direct TV put in. Their serviceman was polite and professional every step of the way, we received a copy of the contract the day of installation. As far as my judgment on service, I was a service manager for over 20 years, so I do have a little knowledge in that area.
Based on this experience I believe we would prefer not to do business with a company that has so little regard for its customers.

below copy of email they say they don't send

Joe Mahoney Account Number: [snip]



-----Original Message-----
From: DISH Network
To: rakafrat
Sent: Sat, Jun 30, 2012 7:34 am
Subject: Restart your DISH service and get over $400 in savings

DISH Network®

Account Number: [snip]
Dear JOE,

We are willing to do almost anything to get you back.

We belong together, and we want to prove our commitment to you. We have had a lot of great times and we want to continue to show you how much you mean to DISH.

We will welcome you back with over $400 in savings: $120 off your programming package, HD programming FREE for life (requires 24-month agreement and AutoPay with Paperless Billing) and 9 premium movie channels of Showtime® FREE for 3 months. We have been through a lot together and you deserve it.

In addition to these great savings, you also have access to great extras for free with DISH Perks. Look for amazing sweepstakes, exclusive free shows, monthly free previews and DISH Online content where you can enjoy all your favorite programming everywhere you go, on your computer. These are just a few of the amazing extras you can experience just for being a DISH customer.

We are committed to ensuring that we have a great relationship. According to the 2012 American Customer Satisfaction Index, DISH is #1 in customer satisfaction, value and customer loyalty among the nation’s largest cable and satellite providers. Give us a call and we will be happy to answer any questions about DISH services and programming.

More InfoPROMO CODE:
To speak with a representative about restarting your DISH service, please call
888-253-5681 and reference promo code .

Sincerely,
DISH



Offer valid through 6/30/12 and subject to change without notice. Requires 24-month agreement and AutoPay with Paperless Billing. Must maintain qualifying programming, including America’s Top 120 or higher, DishLATINO Clásico or higher or a select International programming package. If qualifying service is terminated prior to end of agreement period, a cancellation fee of $10 per cancelled month of service will apply. Restrictions may apply for customer eligibility. $10 Off for 12 Months: Customer must maintain qualifying programming service to receive all 12 credits. First credit will appear on the next billing statement. HD Free for Life: $10/mo HD add-on fee waived for life of current account and requires monthly qualified programming. Must maintain continuous enrollment in AutoPay and Paperless Billing. Offer subject to change without notice. Showtime Free for 3 Months ($39 value): After 3 months then-current price applies unless you call or go online to downgrade. SHOWTIME and related marks are registered trademarks of Showtime Networks Inc., a CBS Company.

According to the 2012 American Customer Satisfaction Index, DISH is #1 in customer satisfaction, value and customer loyalty among the nation’s largest cable and satellite providers.

©2012 DISH Network L. L.C. All rights reserved.
9601 S. Meridian Blvd., Englewood, CO 80112


Resolution Update 08/08/2012:
Arkansas Attorney General assisted in resolving this case, all Dish Network charges were dropped.
     
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Do NOT deal with this company
Posted by on
Rating: 1/51
SHELBY, NORTH CAROLINA -- I had service with this company for a little over two years. As far as the signal strength and actual service is concerned, I really had no complaints. However, dealing with their customer service department is an absolute nightmare. Initially I was told my service would include a DVR and would be a certain amount every month. The technician came to my home and installed the equipment. He did a good job. After he finished I asked him where my DVR was and was told I was not eligible for a DVR at that time. I also found out the amount of my bill would be higher and it would be a prepay every month. I was very unhappy, since no one at Dish Network has told me this previously but I had already canceled my other service so I accepted their terms. After a year I was told I was now eligible for a free DVR. I called Dish and was told the free DVR would cost $37.00. I turned it down and then called back, after reconsidering, about two weeks later. At that time I was told it would cost $1.00. I gave them my debit card information and was told I couldn't pay with a debit card. It had to be a credit card. I don't use credit cards. Since my 2 year agreement was up, I canceled my service and went to AT&T U-Verse. For what it's worth I received exactly what I asked for from AT&T including the whole house DVR. When I canceled my service with Dish I was told a box with a shipping label would be sent to me so I could return my equipment. I asked if there was a charge to ship it back and was told they provided the shipping label and there would be no charge. I was also told that after they received the returned equipment I would receive a refund for $58.73. I sent the equipment back the day I received the box which was about 4 weeks after I canceled my service. This was in February. In January I had received a check from Dish for the amount of $18.00. I was told this was a refund for the amount I had overpaid on my monthly service since I had disconnected it prior to the end of the month. I paid a month in advance each month. I waited for the refund for the equipment and never received it. I did receive a bill from them, about a week after receiving the $18.00 check, stating I owed them $18.00 payable immediately. I called them on May 3, 2012 after receiving this notice. I was told the $18.00 was for the shipping label in the box. I also asked them about the refund I was still owed for the returned equipment and was told I had cashed that check in January. The check in January was not for the equipment. It was for an over payment and was sent BEFORE I returned the equipment. They continue to insist the check in January was for $58.73. I've spoken to three different representatives and have requested a copy of the check cashed in January. Today I was told that Bank Of America doesn't give copies of checks. I knew this was untrue because I have banked with BOA in the past. However, I called BOA and they verified that all Dish Network has to do is request a copy of the check and it will be sent to them. They refuse to do this.
The customer service representatives I've spoken to have done nothing but lie to me and also call me a liar in the process by continuing to insist I have already received the check and cashed it. They have made promises with no intention of keeping them. I've requested a supervisor call me and no one has called me back. Today, after being on hold for about ten minutes, I was told I was being transferred to a supervisor and instead got someone else's voice mail. I have filed a complaint against them with the Better Business Bureau and I have NO intention of letting it drop as it has become a matter of principle. I am seriously considering a class action suit against them as I feel I am not the only one that has been treated this way.
Do NOT get service with Dish Network unless you enjoy having incompetent personnel lie to you and you enjoy the high blood pressure you will get after trying to resolve a problem with them.
     
Read 2 RepliesAdd reply
User Replies:
dan gordon on 05/14/2012:
my experience was virtually the same. I wrote a lenghthy 'review' on here and sued in small claims court and won. If everyone did this the mo of this company might change. Its very easy to do this in small claims court. Its the only way to get their attentionl.
Zevan on 05/24/2012:
I have just received my third charge from Dish network and I canceled my account two months ago. First they tried to charge me for shipping their equipment back. I told them I should not be charged and this was never disclosed to me I'd receive this charge when I signed up with them. They got 4 years out of me, and it's their own fault I canceled in the first place. If they had asked me why I'd still be one of their customers.

When they update services like their new hopper they have out now, they never bothered to let me know about it & update me. They only let new customers in on this. Not a good business tactic on their part. I bet they've lost a slew of customers just from this alone.

Anyway, back to all the charges. After they waived the one charge for shipping I received a bill in the mail with a complete different amount to be charged again for returning their equipment I already had returned. I called and got them to waive that one too. Each time I've had to spend a lot of my time & I do not appreciate this. They are ANYTHING but apologetic. This had turned into another job for me, I already have one to do.

I thought once and for all I finally was rid of charges from them, but oh no. I received a charge on my bank account I noticed the other day, & of course it doesn't say what it's for. There's a telephone # beside the charge, but the same woman I reached there kept giving me the same number I had already reached her on. She just kept saying there was nothing she could do. Why do they have her working there then? When I called some other number I pressed the number for past customers and reached a machine saying no one could take my call. I then called back and pressed the number like I was a new customer and right away someone got on the line. I then finally got some executive number to call & the lady promised to resolve this problem and send me out an apology email. She said she would call at noon yesterday. She never called. I received an email, but the email was thanking me for my payment instead of apologizing. Dish never had that email before, so this lady I guess thought she was funny sending this instead of what she was supposed to send.

Whatever you do, do not do business with Dish Network. The service was fine when I had it, it's the customer service that is bad. I hope they go out of business, I think they will after reading all the negativity about them. I at least see I'm far from the only one treated like this.
Close commentsAdd reply
Dish Network Service is HORRIBLE. Heres a transcript from customer service
Posted by on
After getting the run around from the first two people I talked to, I spoke with "cory". Here is the transcript in its entirety. Please be aware that if THEY are the ones at fault YOU still have to pay for it. It doesn't matter if THEY installed faulty equipment and your channel changes on its own, they want you to pay $95 for them to fix their own mistake. Otherwise they will not help you.

Here is the transcript in its entirety.

Please wait while we find an agent from the (11) ERT Int Xfer department to assist you.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
You have been connected to Cory (ID: L6F).
Cory (ID: L6F): Thank you for Chatting with DISH Networks Executive Resolution Team. In case you need it in the future my phone number is 720-514-8555 ext. 78034. Please give me 1-2 minutes to access your account and review your transcript with the previous agent.
kody morse: All I want is for you to provide television without the channels changing on their own. I have tried your methods to fix this, it still does it. To fix this you tried to charge me $95, twice, before saying you would try to resolve the problem by sending me a new box. I don't know how to hook those up and don't feel I should have to. I never signed up to do any installations. I just want my TV to work like its supposed to.
Cory (ID: L6F): I am sorry to hear that you are having issues.
Cory (ID: L6F): can you explain to me what you mean by the channels changing by themselves?
kody morse: well I researched this and for most people the problem is that they are on the same frequency with one of there neighbors or something. this is not the case here. The channels change on their own, twice every hour, at :03 and at :33 ( so like at 8:33, 6:03. 5:33) I've tried resetting the box, and doing what your support team instructed me to do, but it still does it.
Cory (ID: L6F): OK.
Cory (ID: L6F): I am sorry that this is happening to you.
Cory (ID: L6F): What would you like me to do for you?
kody morse: Please send someone to install a new box or somehow stop it from changing channels on its own. I wouldn't care if I were in the same room to change it back but I am in a different room then the TV (using a splitter you installed instead of installing a remote in my bedroom) so I have to get out of bed every time it changes to change it back. I do not understand how boxes connect to TV's or anything like that so just sending a box would get me nowhere.
Cory (ID: L6F): I can do that, but there will be a fee to do so/
kody morse: why should I be charged a fee to fix defective equipment you gave me?
kody morse: your the ones who messed up here, I don't know why I'm being charged
Cory (ID: L6F): it is the expense involve in sending someone out.
kody morse: I understand that, but that expense should not be on me when all I am asking is for you to provide the service you agreed to provide me.
Cory (ID: L6F): the service plan, had you chosen to keep it, would have reduced that fee to $15.
kody morse: I shouldn't even be charged that. you are the ones who gave me defective equipment.
Cory (ID: L6F): I can add the service plan back on to your account, you must keep for 5 months, and the tech visit would be free.
kody morse: I do not want to pay for any extra service. unless the service plan is free, I do not want it. I just want my TV to work like its supposed to.
Cory (ID: L6F): I am sorry then, there is nothing else I can help you with.
kody morse: so you won't provide the basic service you agreed to provide me with?
kody morse: you won't fix my defective equipment?
Cory (ID: L6F): you are not wanting to pay for a tech visit,
Your session has ended. You may now close this window.
     
Read 14 RepliesAdd reply
User Replies:
dan gordon on 02/18/2011:
I had this problem but within my own house. Is there another box with a remote in your house? Is so changing the remote address was very easy to do and that's what was changing my channnel. Perhaps you have the same problem. Do Your neighbors have dish?
kodymorse on 02/18/2011:
@dan_gordon

hi dan. No there is not another box in my house, and I understand that the overwhelming majority of people who have this problem is because they are on the same frequency as there neighbors. But none of my neighbors have satalite, and the channels do not change at random times. I have tried changing the remote address to all the different possibilities but it still changes on its own. After researching the problem, I have tried a number of other remedies as well, all to no avail.
jktshff1 on 02/18/2011:
I guarantee you I would take it up the totem pole if it has been doing this since the install.
kodymorse on 02/18/2011:
@jktshff

I only recently reported this, so they're using that against me. I should have reported it earlier. lesson learned. not that that would have made a difference. As for taking it up the totem pole, I'm assuming you've never dealt with there customer service because they just keep transferring you to different people, and when you cannot get any higher, they tell you theres no one else to talk to and they cannot help you unless you want to pay. Its a never ending process. The above person "cory" was the third person I spoke and it doesn't get any higher than "exctutive" chat

If you do a little research you'll find their employees aren't even authorized to send out a tech without charging the customer.
jktshff1 on 02/18/2011:
I have Direct and haven't had any problems.
kodymorse on 02/18/2011:
I will hopefully switch to direct tv very soon. I know they've had some complaints, but nothing near what Dish network has.

If anyone would like me to send the other chat logs I've saved, let me know. You can get a very good idea of how there customer service (or lack thereof) works.
momsey on 02/18/2011:
Unbelievably frustrating. I feel for you.
kodymorse on 02/18/2011:
@momsey

Thank you! I just hope others out there will see this before they make the mistake of signing up with dish.

I laughed out loud when I saw this commercial.
http://www.youtube.com/watch?v=GueIeauPfOg

"if you do have a problem, you expect it to be handled quickly, preferably in person"- from the CEO himself.

madconsumer on 02/18/2011:
if you can get cable, that is the way to go!
dan gordon on 02/18/2011:
I sued Dishnetwork and they got very cooperative. sorry it has to go that far. Direct is far worse. If you get a response on here from a dish employee utilize them. That was the only satisfaction I was able to get.
kodymorse on 02/18/2011:
@dan gordon

Thanks for letting me know about your experience dan. Unfortunately I may have to sue them as well. I'm waiting to here back from the BBB first, and I sent Dish an email with my intentions in the hopes they'll cancel my contract before it has to come to that.
azRider on 02/18/2011:
I have Dish Network for 3 years now, never had that issue. I'm assuming you have the main dvr in one room and its using the second receiver to an extra tv in the other room. the remote is a UHF type that sends the DVR a radio signal to change channel. You say its happening every 30 mins or so. it sounds like a equipment is cycling on or off and sending a signal that is either a harmonic or main signal that your dvr is picking up. what I would due to test this out is to turn off the ability for the dvr to accept uhf control. I don't know which dvr you have but it should be a menu option on the dvr, just change it from uhf to infra. see if it clears up then. if it does, then the issue is a stray signal. you may be able to fix this by removing the antenna from the dvr which would attenuated the amount it can receive, but since your still in the same house the signal from the remote may still work since your closer to the dvr. unless its equipment in your home..
kodymorse on 02/18/2011:
@azRider

Thanks for the suggestions, but I do not have DVR and only one box in my house. I know all of my neighbors and know they do not have satalite tv so it couldn't be them, and theres nothing in my house that would cause this to happen. But I have tried reseting the box, reprograming the signal in case there was interference from a neighbor, and done everything else dish recommended or that I could find from researching the net, all to no avail. Thnaks for the suggestions though
kodymorse on 02/20/2011:
They refused to resolve the situation. I will be cancelling my credit card and going to court. All I asked was for them to fix the channels from messing up on their own, to install additional televisions like they were supposed to do but never did, and not charge me for it. The only way they would do this was by extending my contract by a year.
Close commentsAdd reply
Refusal to contact disabled/ hearing impaired customer
Posted by on
MAINE -- My mother in-law is deaf. She uses VP (video phone- A webcam on steroids connected to a translator who then speaks her exact wishes to the recipient) to communicate. When she asked me to set up Dish Network for her, I gave them her VP number as the primary on the account. I then gave them her son's phone number as a back-up.
We discussed payments as she is paid at the end of every month. They had her agree to a 2 year contract.
After her first month, she mailed out her payment without receiving a bill. We called twice to ask for her bill. (45 minute wait per call.) The first agent said not to worry it had been mailed. The second agent confirmed our address...the wrong address. They mailed to the service location rather than the p. o box twice. No big deal. Sh*t happens. A few days later satellite is out, her son receives a call. Where's our money? He has no idea, talks to the customer. she stated it was mailed over a week ago. They state well it wasn't received therefore services were interrupted. But they can take a card over the phone and reconnect. Begrudgingly, we make the payment. Reconnected. I stated, better not be a reconnect fee as they were well aware of her pay schedule and the service agent states "its probably in the billing room and hasn't been 'processed.'" Goes on to say he'll waive the fee "this time."
My mother-in-law then states the caller id on her e911 landline(for emergency calls only that has a tty translator typing the recipients responses for her to read during OUTBOUND CALLS ONLY.) shows dish had called. I ask the man why the e911 line was called instead of the VP. He states that it was the primary line. I argued with him and his "supervisor" for over 30 mins. Supervisor states that the VP line which is an 866 number is not allowed to be called. Why not, I ask.
They stated because they can not verify who is speaking and can't disclose her info to third-parties. We authorize them to speak with any and all translators employed by her translation company. Give them the number again. Dish claims they will "note the account."
Three months go by. My mother in law notices the e911 line is showing they call it each month. Her son reports the same. We call again. She's almost late on her bill? Agent states its auto-dialed by a computer and can't call 866 numbers again. After plenty of back and forth arguments we give up and call a disability rights lawyer. The "Barracuda" as she is called contacts dish. She is refused access to speak on the account. We call back, authorize her. She calls again. Stating it is a federal violation to refuse to speak to my mother in law due to needing a translator. Dish states they will note the account.
Fast forward another 6 months. The satellite is disconnected. Again I have to call for her. Again they've called the e911 line. WTF? agent states her payment is late. Her records show it was so n so check number for such amount. Doesn't matter. I state I personally mailed the check on the 21st with her other bills it was now the 7Th. They haven't received it. They want another payment. I argue with another supervisor. After 20 minutes of my asking how do they expect her to psychically know her payment hasn't cleared if they refuse to call her on her VP. They state they will note the account. I state "to hell with that, I'm calling her lawyer!"
It is now the 16Th and her services were "magically" restored without another payment being made. billing must have caught up with their mail. We're still in talks with her lawyer.
     
Read 7 RepliesAdd reply
User Replies:
Starlord on 02/16/2011:
Sounds like this is a major FUBAR by Dish. The e911 is indeed for outbound calls only. Do the calls from Dish go to the 911 operator? I am also disabled and hearing impaired, and do not yet require the VP system, but Dish, as far as I am concerned, is treading on awfully thin ice, and I sincerely hope the barracuda holds their feet to the fire. Good luck!
dan gordon on 02/17/2011:
why not just set up the acct for paperless biliing and let them take an automatic payment. I know that is also problematic but avoids receiving bills, payments, phone calls etc etc. dish is an OK provider but customer svc with problems is an exercise in futility.
clutzycook on 02/17/2011:
Or, if you would rather stick a pencil in your eye than give DN your MIL's bank account ( I don't blame you a bit under the circumstances), can you arrange for her to have e-bills and then she (or you) can make the payments via electronic bill payments? That way you don't have to worry about the payments getting "lost" in the mail and you have an definite date as to when DN received their money.
PepperElf on 02/17/2011:
I would also consider contacting a lawyer

as a deaf woman your mother has legal rights for tty services. it sounds like they are perhaps violating those.

(might want to read up on the ADA as well)
Starlord on 02/17/2011:
Amen, Pepper. Thank you for reminding us all about the ADA. They definitely need to be brought in on this.
madconsumer on 02/17/2011:
I see their point. dish cannot verify the translator as being on the account.

the ada has nothing to do with this issue. should be the families responsibility.
chad on 03/31/2012:
I agree with mad consumer. Set up e pay, and do it online. Its the same as a check just gets quicker. Also is dish refusing to talk to the VP or just to contact hem and go over your acct prior to talking to you. I think in this situation nothing has been violated. Your mother in law is not being prosecuted or refused servce, but you are refusing to help dish. Its a horrible situation but everyone needs to work together on this situation but it looks like you are going straight to blaming dish.
Close commentsAdd reply
How to resolve a consumer issue
Posted by on
I have been a Dishnetwork customer for the past 19 yrs. I've overall been pleased but any change to your equpt or billing will require a contract, leased equpt, autopay and paperless billing. This is where most issues seem to revolve as once they have your bank or CC info apparently it is legal for them to charge whatever they wish and you seemingly have no recourse. This happened to me and disputing my bill with my CC met with more false claims from Dishnetwork. Basically the bank feels if they billed you once then its OK to keep on billing you. I've done much research on Dish and even if you were charged an amount and disagreed with, such as adding a service agreement that you didn't agree to, and were on a paper bill, if you don't pay that portion then Dish is quite aggressive about turning you over to collection and ruining your credit. T

There is a new class action lawsuit filed in Chicago over people enrolled in auto pay who did not know Dish was going to use their 'credit' info to auto bill them. These issues have been well documented and the internet sites haves 1000's of complaints all telling the same story.

The new twist is that now Dishnetwork has people responding to these online complaints. You may think your getting somewhere having someone from the 'Executive Resolution Team' working on your behalf but after an intiaial contact your calls will go unreturned and/or straight to VM. I'm suing in Small Claims Court. My court date is in Feb. I'm convinced Dish as a std operating procedure is to deceive and frustrate their customers so that any bill will end up getting paid to avoid the problem. Everyone needs to start writing written complaints to your States Attorney General Office or file in Small Claims court. Its easy enough to do. Only some legal complaints from a govt agency will get this company to adopt more user friendly policies.

To sue Dishnetwork just go to your secretary of states website, find the Dishnetwork registered agent in your state then sue them. Dish will have to respond or you Win a default judgment. I'll let you know what happens.
     
Read 19 RepliesAdd reply
User Replies:
Anonymous on 01/06/2011:
Thanks, and keep us updated. I wish you luck.
Anonymous on 01/06/2011:
Great post, dan! I had Dish for several years before I switched to DirecTV a couple of years ago...it sounds like their "customer service" has dipped to as low or lower than DirecTV's. Something I do with DirecTV is anytime I have to call them about anything, I ask for an email confirmation of the outcome such as a summary of the issue and no contract extension/etc. So far they've complied each time I've had to call them.
dan gordon on 01/06/2011:
consumers just feel so helpless with the advent of auto bill and no bill being sent. I'm going to push for legislation that if you subscribe to an autpay system the amt billed needs to be regulated. There are simply too many complaints to not see this as a pattern with Dish and other big companies.
MaryB@DishNetwork on 01/06/2011:
Dear Mr. Gordon, I would like to once again apologize for the problems and the lack of resolution from Dish Network. It is never good for us as company to lose our long term, excellent customers, such as you. As a consumer, I have had numerous issues with Credit Card Auto pay (CCA) in the past. The only monthly payment I allow to come directly out of my bank, is my car payment. I signed the loan and the amount never changes. For all the services I have set up (Water, electricity, phone and Dish Network), I have them on one specific credit card. I do monitor that statement very closely, every month. If I have a question, I access the bill on line. If a company refuses to fix a billing issue, I will then dispute the charge with my Credit Card. I have had to do this twice already but I did get the issues resolved to my satisfaction. I found this works best for me. I wish you well in the future and hope that Dish Network is able to find away to better resolve your type of issues in the future, quicker and more efficiently. I am sorry! Hope you have a wonderful day!
Alain on 01/07/2011:
VERY interesting information, Dan. Good review and keep us posted!
jktshff1 on 01/07/2011:
Mary, dan knows how to handle his banking, it's Dish Nutworks that is causing the problems.
dan gordon on 01/07/2011:
Mary, thanks for the info. On Friday I got one e mail saying Dishnetwork stands by their 'valid' claim so no adjustment is forthcoming and the next one from another person said if I wait for 4-6 wks they will process a refund for me. My point is after calling 8-10 times and being passed around from country to country, supervisor to supervisor nothing gets resolved so the consumer has no action except to sue or cancel. My issues were very simple and could have been resolved very easily. I went with Comcast, at least I'm a few blocks from their office and the people speak English. They don't hide as a nameless faceless entity. Thanks for your concern, perhaps if you had answered the call the result would have been different. Your 'loyalty' dept are some of the biggest perpetrators of bad service.
Anonymous on 01/07/2011:
The way I see it, Mary, you basically agreed with Dan that Dish is incompetent and told him the only way to resolve his issue is to dispute with his CC company (as you gave examples of how you yourself have done this). I don't see how that's going to keep customers loyal to Dish, do you?
Alain on 01/07/2011:
Methinks Dish has got a lot of work to do if it wants a better reputation. Still, they're trying harder than Ashley.
MaryB@DishNetwork on 01/07/2011:
Mr. Gordon, You are welcome and I wish you nothing but the best in the future!! Take care!
trmn8r on 01/07/2011:
I think it's great that Dish has CSRs that have time to disseminate advice on personal banking. I never anticipated that they had such a comprehensive customer service department.

*My* personal banker actually told me about the lawsuits that Mr. Gordon refers to while opening an account at PNC. I brought up institutions using customer's banking info for transactions without their approval, and as the lord is my witness, she said "Oh yeah, Dish has done that".
Anonymous on 01/07/2011:
No kidding, trmn8r? That's pretty appalling.

It's also quite apparent that "MaryB" either didn't read Dan's response to her, or it just didn't sink in.

trmn8r on 01/07/2011:
What I told you is a true story. That's why I invoked, you know, the guy upstairs.

Agreed, MaryB seems to have cherry picked the comments as well as the review! But she is very pleasant.
dan gordon on 02/02/2011:
just to update. My court date is tomorrow and today Dish called and offered to settle the entire case. I was very pleased. Just goes to show that you need to file the court case as that seems to be the only way for these companies to come talk to you. I'd recommend filing in small claims. It beats anything recommended. I'm quite happy with the outcome, just disappointed that companies allow it to go so far.
Anonymous on 02/02/2011:
Dan, good news for you, then :)
kinthenorthwest on 07/04/2011:
With Dish I have found that the Use of their live chat helps a whole lot for backup.
With live chat you can email the chat to yourself and print it...
So if they try to dispute what they said you have it all.
Sassy2 on 08/02/2011:
MaryB@DishNetwork.. I think you gave Dan some good advice,I agree with you nothing should be put on autopay other than house or car payment that never changes or better yet Never use Autopay! (this is something for companies to rip off the consumer!) You are right about disputing the charges on a credit card I have also done this but I was also told by my own credit card that the charges may very well be reapplied if they do not find in my favor and I felt in my case that this was exactly what was going to happen because I had called my credit card 3 times and ask them not to accept charges from DTV and I was assured 3 times that they would not accept charges stating it was noted on my account and they guaranteed me there would be no charges from DTV.Imagine my surprise when I checked my account online a few days later there was $480 charge from DTV.I called my credit card, they told me they had no control over any charges that went through my account.I wrote The BBB and they answered regarding this.I wound up closing my credit card after the money was returned to my account.I was lucky to get my money back. credit card disputes may not always end in favor of the customer so beaware of this if you plan on using a credit card with DTV or Dish
Tommy on 04/30/2012:
Just remember folks, it's TV we're talking about. If everyone simply said "ENOUGH"!, I'm not going to allow myself to be treated like this over a stupid TV show, all this would change. Just say "NO"!!!!
Zevan on 05/24/2012:
I made the mistake of having my account on auto payment. I will never do this again. I have to do it with Blue Cross health insurance because I don't want them playing games and saying they didn't receive my payment. They themselves have raised my rates twice without sending me out the 60 day notice they are supposed to do. They know they've got me, so in this case I really don't know what else to do.
Close commentsAdd reply
Programming Subject to Change... A LOT!
Posted by on
I had a horrible experience with Dish Network and here is my story for all to read. This review covers most of my time with Dish as well as time with them during the FOX contract disputes.

I ordered Dish Network service in January, 2008. After finally getting service set up, we realized that several channels that were supposed to be included were not. A little over a year went by with the usual "dish" service (ie. bad weather blackouts and dish problems) but nothing major.

Then in May, 2009, I called the local Dish dealer that installed the service regarding the satellite not getting a signal at all. Of the four calls I had to make, I was connected with and spoke to an employee two separate times whom which I explained my situation both times and asked for a work order both times. After making these attempts to have them come to my house to repair the equipment/service, I then called another independent dealer, whom promptly arrived and repaired the service very quickly. The first dish dealer never called back or confirmed any work order.

This next part was a very stressful and time-consuming problem. To make a long story short, the first Dish Network dealer was certified by Dish Network to install and deal with their service as well as another major dish provider. This independent Dish Network dealer ended up stealing my identity and starting a fake service with their other major dish provider but with real bills - like the one that showed up in my mailbox from a collection agency! This dealer (now out of business for certain reasons) represented Dish Network! After nearly a month of fighting, numerous phone calls, and 4-dozen pages of documentation, the dispute was closed and I was waived of any debt accrued. Even after all that, I was still in contract with Dish and didn't have the several hundred dollars to cancel early so I trucked forward.

Another year went by and by then, the steam had settled and no more major problems occurred since the dispute. Dish had also just begun their free HD for life promotion with 2 options - you can either pay a one-time $99 fee, or renew a 24-month contract and sign up for auto-pay. I, not knowing and not informed of the current FOX dispute, renewed with a nice, big 24-month deal. After renewing, I noticed that several of my channels were missing and could no longer watch sporting events and other programs that were very important to me. This is when I realized that programming for one of these networks had changed and I would need to upgrade my programming in order to get it. So I did, and then realized Dish had taken away another channel I watch a lot. It seemed as if they traded one for another except now I'm paying more???

For the grand finale of this horrible experience. - Early October, 2010, I noticed that the channel in which I upgraded to watch was no longer there... again! Then, I began seeing commercials airing in regards to Dish Network and only Dish Network, that a dispute they were involved in was the reasoning behind 19 regional sports channels being removed from programming. Soon after, I found stated on numerous websites that on November 1, 2010, Dish Network customers could also lose the entire FOX Network period! This is one of the main channels my family and I watch for several programs and sporting events and would mean losing all of those plus weather, news, etc.

OK, now for the real grand finale!!! Just when you thought it couldn't get better! - I started my own research, looking at different cable and satellite providers for anything similar to the dispute that Dish Network was involved in. Not only did I not find anything regarding other providers in any disputes, but the only results that surfaced were in regards to Dish Network and their dispute from several newly-created websites built just for this issue! So, after getting several quotes for TV service from different providers, I ended up switching to a local, highly-rated cable provider that had a package with all our missed channels, HD & DVR service, as well as additional channels that we never had but wanted! And, I'll be paying the same as I was with Dish to get more programming! a win-win for me. They also have no contract or early termination fees, ever! The whole process took less than 30 minutes to get everything setup and a work order for installation!

The next step was to cancel my service with Dish. For some reason, while picking up the phone to dial, I got a really good feeling! I called and after going through some automated stuff, I hit "0" to be transferred to a representative I happily told the lady I wanted to cancel my service. She asked why and I told her due to the current contract disputes that have caused me to lose a lot of programming that I watch and I didn't want to wait around to see what happens on November 1. She went on to inform me that other providers will be affected and that Dish was just the first to get hit. I informed her that that is not true and that I've already confirmed that with at least 2 major TV providers that service my area. She then transferred me to the loyalty dept. to cancel service.

A gentleman picked up and I went through the story with him as well. I also asked to be compensated with the termination fee due to the hassle, lost programming, and the upgrade I made that resulted in more lost channels. He said he wasn't able to change or waive the cancellation fee. I continued to explain that I, as a Dish Network customer, have done nothing wrong and have upheld my end of the contract. I shouldn't be penalized as if I'm just calling to cancel for no reason. He repeated the same answer. He went on to set up cancellation of service and asked me I'll have to pay $15 to ship their equipment back on top of the $220 cancellation fee! He also asked me if the actual satellite on my roof was difficult to get to. I ultimately told him it was, so he waived the return of the dish and the fee - good note to remember. I asked to speak with his supervisor. A few moments later, a guy picked up (not a gentleman this time!) and said, "This is ____, how is it that I can help you" (stressing the 'I', as if he couldn't do anything different). I asked him the same question in regards to something other than a $220 goodbye along with paying $15 to return the equipment. He said, "No." Just flat no. He then raised his voice as I was trying to continue my good reasoning in why they should rectify the situation with some kind of compensation by talking over me and getting louder. I then had to raise my voice just to talk saying, "I understand the contract has a clause stating ...programming subject to change, but to what point, half or all of it?". He answered yeah, if it's necessary. I said, "Is this really Dish service?! Is this really Dish Network customer service?!" He said, "With your attitude, yeah." and then hung up on me!

I had to call back to verify that they scheduled my disconnection since I got hung up on and didn't get confirmation the first time and also to pay the $220 cancellation fee. I also remembered to cancel my Autopay feature so they won't be able to continue billing my bank account for a service that doesn't exist. I gave Dish Network their $220 goodbye which doubled as my guarantee that I will never return to Dish Network for any reason or for any service. I do not and will never recommend Dish Network for any service they offer.

I hope this story helps not just current Dish Network customers but television consumers abroad. Take a stand and voice your opinion. There are thousands of comments in regards to the current dispute that Dish Network is involved in with most of them saying they will leave if the lost programming is not returned. You have options - take them!
     
Read 2 RepliesAdd reply
User Replies:
ok4now on 10/24/2010:
As much as people complain about Comcast & Verizon these toads at Dish Network are definitely worse. I'm glad that you were able to find another cable provider that offers what you need.
MikeL DISH on 01/06/2011:
Hello, this is Mike LeMar with DISH Network customer service. I understand that you have been experiencing signal issues and had undergone an issue of identity theft. I apologize about the runaround you went through with getting your signal fixed and the situation of your information being taken without authorization. That is great news that you were able to get the identity theft taken care of. At this time, has your account been resolved? If not, let me know and I would be happy to assist you further!
Close commentsAdd reply
Lied to about Equipment being sold, NO call backs, Poor Customer Service, Took back Equipment Promised
Posted by on
I am a new Dish Customer and to be honest with you I am very unhappy. I feel that I have been misled, lied to, treated poorly, experienced horrible customer service, been given the run around, and overall have had a horrible experience with your company to date.
My issue is the following, to be clear:
I did a lot of research deciding if we were going to go with your company, DISH or with your competition DirectTV. I spoke with numerous Salespeople and can give you their names and ID Numbers as well. Here are the facts:
• When we purchased Dish, I explained to the Rep how we watch TV. The Rep told me that what they were putting on the account and giving us would allow us to do exactly what we wanted to do. This was a lie, but I didn’t find out it was a lie until after installation and figuring out how to use your system.
Here is how we watch TV, this will help going forward so that you understand what I told the Rep and how the equipment that we were sold/given doesn’t match or allow us to do what we want to do.
We have 3 rooms. Living Room, Bedroom and Attic.
My fiancé watches TV in the Attic and I mainly watch TV in the Living Room and Bedroom.
I am rarely in the Living Room and Bedroom at the same time, so the Rep suggested that we mirror those TV’s, which I was fine with.
Here is the scenario that I gave the Rep:
It’s 10pm, I am in the living room watching TV live and recording another show on another channel at the same time.
My fiancé is in the Attic watching live TV and recording another show on another channel at the same time as me (10pm).
The Rep that we spoke with told me that the plan would include the channels that we specifically wanted, which was true. I was also told that whatever Receivers he was sending would allow us to do that. I was also told even though with the mirroring, I would have remotes for all 3 TV’s. I only have 2. This was a lie.
Our current situation, the equipment that we were sold does NOT allow us to watch TV how we want to. We were misled and flat out lied to just to get a sale.
When the installer came, and told me that he only had 2 remotes, I let that slide, because at the time, I know that mistakes sometimes happen and I thought that I was working with a reputable company that would provide excellent customer service and a good product (television service).
I have spent well over 15 hours on the phone with various Reps at Dish. I have wasted a lot of my cell phone minutes and my valuable time. I have been given the run around and I am at the point of wanting to return the Dish and go to your competition and give them my business.
So, after realizing that our Dish Receivers/programming didn’t work the way we were promised. I called Customer Service. I was given the run around and no one would help me. They thought that I was just trying to get something for Free, which I wasn’t. I just wanted Dish to make it right and give us what we were initially sold on.
Please note, I do have every REPs Name and ID as well and can provide this to you as well.
So, I was getting nowhere with Customer Service and remembered that I kept the Salesperson’s number that I initially spoke with. I called the Sales Office. Mike Remembered speaking with me actually and apologized for giving me the wrong set up and that is when we brought his boss Ulysses into the conversation. Ulysses wanted to make it right, since his employee told a Customer the wrong information. Ulysses was able to issue me whatever additional equipment that I needed as well as the remote, based on fixing the mistake that his Rep made. He apparently put a Promo Code into your System for this. It just so happened that we were have Technical Issues with our Dish and I had a Level 4 Tech coming out on Sat, so what Ulysses did was add the additional equipment to that job for Sat. This all happened on a Monday or Tues, then come Sat when the Tech comes to my house. He is completely unaware of any additional equipment. I have a printed email from your company telling me that I was going to be receiving it.
So, with the Tech standing in front of me, I called Ulysses. He wasn’t in, so I spoke with Troy. While I had Troy on speaker, the Tech called his contact Esmeralda at Dish as well and he put her on speaker. So, the 4 of us could all here each other. Esmeralda was very rude and told me that Corp took back the Promo that Ulysses gave me because it was unauthorized. They didn’t even have the decency to call me prior to the Tech coming on Sat to tell me that they were taking back on their Managers promise to make things right. Did I mention, that I have a printed email from your company stating that I was getting the additional email. So, we had everyone on the line and we all could hear each other. Then Esmeralda hung up on me. I wasn’t rude and I found her treatment towards me to be extremely unprofessional. I am still trying to get in contact with her Supervisor to explain to them how their employee is treating Customers. The Tech that was standing in front of me heard her and Troy from Sales who was on the phone heard her hang up. A minute later Troy told me that she notated the account that I hung up. Then Troy told me that he then added a follow up note saying that he heard her hang up. So Troy told me that he couldn’t do anything without Ulysses who was the Manager. The Tech helped us get the TV to work, by the way which was a very simple fix that should have been able to be fixed over the phone, but your phone tech’s were not able to do help over the phone, my fiancé spent at least 2 hours trying to trouble shoot over the phone prior to the Tech coming out. Just a quick mention, the Tech was very unhappy that he had to do such a simple service call, when it should have been able to be worked out over the phone. The Tech was Galen. He was very nice and professional. To be honest with you, he is the only person that has treated me with a professional attitude throughout this whole ordeal.
So, after Esmeralda hangs up, Troy tells me that he will tell Ulysses what happened and they will escalate the “hanging up” issue to Esmeralda’s boss as well as the removal of my Promo to get the equipment that I was promised. I had to call Ulysses and Troy to follow up almost every other day. They never once gave me a courteously follow up call to give me a status update even if it was to let me know that they didn’t have news, but were still working on it.
I am an Inside Sales Manager, if any of my Reps treated our Customers or Prospects in the manner that you are treating me, I would fire them in a minute. I am not just someone who is looking for something Free. I am a Customer who wants to be treated with respect and to work with a Company that I feel appreciates my business.
I can’t tell you how many times I called in, but I can promise you it’s near the 30 times mark at this point. I keep calling in and asking for Ulysses and I’m told he is out of the office or on the phone and will call me back. He never does. Then one day, I believe that he actually answered the phone and pretended to be someone else. This is absurd at this point.
I call in yet again on another day and get Heather F90, she was rude and told me that she would transfer me to the legal dept. because at this point I am sick of the run around and I am going to pass your legal info onto my lawyer and let them handle it. I’ve wasted too much of my time. I asked Heather for the number, she said she couldn’t give it out, but that if we were disconnected she would call me back right away. I asked her to promise to call me back if we were disconnected. She hung up on me and I never heard from her again. Per Heather, she said that a 3rd party sales company where Mike P1L and Kim (From Sales) who sold me the equipment were from, were actually not Corp Dish employees and that I needed to work out the issue with them. Heather said that they actually had the right to issue me the credits and give me the equipment, but they would have to absorb the charges for their mistake. Heather wouldn’t give me the name of the 3rd party company that sold me the service, she said that she couldn’t find it in her system.
So, after getting hung up by Heather, I call back into Sales, Mathew KU7 tells me that Ulysses is no longer with the company. Then I go over and explain my situation to him, expecting him to pick up the ball since he is now the “Manager”. “He has been for the past week”, he says. I also must add at this point, he is a very “green” manager and lacks management and customer service skills. He tells me that he can’t help me and to call Customer Service. He was short and rude with me. I told him that I wanted to speak with his boss, whoever was Ulysses boss as well. He told me that he was the Boss. I told him that he obviously reports to someone and I asked to kindly speak with that person. Then he puts me on hold in a very rude manner and guess who is on the line, it’s Ulysses. He told me that he was transferred to another dept. Mathew lied to me and told me that he was no longer with the company. This is another lie that a Dish Rep has told me. Ulysses explains to me that he did his best to try to help me, I don’t believe him at this point, but he puts me in contact with Caesar Garza PWE and Caesar takes my info listens to the situation that I have now probably explained for about the 40th time and promises me that he would get back to me by the end of the week. This was on May 5th around 8pm EST. I haven’t heard from him since. I have left him numerous messages and NOTHING>>>>>>
I have been lied to, over promised and under delivered, treated poorly and have just simply to put it = been strung around and have wasted a lot of time. But, now it’s the principle of it. I want your company to make it right.
I should NOT have to pay for additional equipment, when I was initially told what I was getting is what I needed for how we watch TV. I was also told that I have to pay to have someone come back out. This is absurd that your company is not willing to own up to a mistake made by a Commissioned and Untrained Salesperson. Mike P1L
Per your Reps, I need Dual Receivers for both the Attic by itself, then a Dual for the Living/Bedroom Mirrored TV’s. I would also like a remote for the Living Room as promised. I should NOT have to pay for this since I have an email stating that I am getting equipment but never received it. I also have very detailed notes of who I spoke with and what about.
I am asking for someone in upper management or at an Executive Level to contact me immediately. If not, I will simply pass this onto my Lawyer and you will hear from her within the next couple of weeks.
Regards,
Vicky Barile
     
Read 1 RepliesAdd reply
User Replies:
MDSasquatch on 05/19/2010:
Not trying to be smart, but isn't this a bit too long to expect anyone at DN to read and understand?
Close commentsAdd reply
Top of Page | Next Page >