Dish Customer Service Hell
Ordering Service - Complaint
SAN BERNARDINO, CALIFORNIA -- I have spent at least 3 hours attempting to order TV and internet services through Dish. At the end I have nada, zip except a really really bad taste in my mouth for Dish.
Yesterday I call Dish and order TV and internet. The internet is through Charter who Dish tells me will charge me $29.99 for as long as I want the service. It takes a good hour on the phone to set all this up. The next day Charter calls to set up installation which Dish told me they had already set up. Charter then tells me the $29.99 is for one year only after which time the fee goes up incrementally to $20 more. Then they tell me that there is a $50 installation fee, which Dish of course never mentioned, and finally they tell me, at the end, that they do not offer service in my area - something you think Dish should have known.
I call back Dish to inform them and to see if there are any other possibilities. The first woman I talk to, after I tell her what happened, asks how she can help me. I say "I don't know, how can you?" She puts me on hold repeatedly and keeps asking me over and over the details of my interactions with Charter: "So you called Charter independently?" "No" I say for the fifth time in 10 minutes, I was returning their phone call to set up installation that Dish told me they had already set up." Long pause: "So you didn't call Charter independently. You returned their phone call." Somebody shoot me.
After repeated transfers (with wait times with each transfer), someone finally tells me that Dish may have high speed internet in my area but they do not know if they can offer it to me until my TV installation is complete. I tell her that I don't want the TV without the internet, which dumbfounds her until I say I had better cancel my order for the TV installation. She must transfer me again at which time I am disconnected.
Rather than calling back, I try responding to the Dish email order confirmation but it does not give me a cancellation option. It only gives me a link to set up a customer online account which I don't want. I call back and eventually I am able to cancel the installation. I ask for proof that the order has been cancelled but am informed that there is no procedure for that.
The latest in by now a very long line of Dish representatives assures me that they will probably send another email confirming the cancellation because they do for most things. I am less than confident about this. We shall see. I get off the phone and call my current provider to tell them not to turn off my service.