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Dish Network - Terrible Customer Service, Bait and Switch
Satellite Tv - Complaint
Review by stephaniebriskey on 2013-01-04
Rating: 
We switched to Dish from another satellite company because of their unethical practices after being a decade long customer. Less than a year after installation, our receiver stopped working. No amount of resetting would restart the equipment. Found while speaking with the representative that we were not receiving HD for life as offered during our signup, as well, which was rectified by a customer retention representative Since I wasn't 100% happy with the current equipment we had, the customer retention representative offered to upgrade us to a new receiver (remember, the old was was DOA so needed to be replaced regardless) for no charge in exchange for extending our contract for 2 years, which we agreed to.
Installation was great, accepted 2 year extension. A month and a half later (which is now), we were charged a fee for the receiver, and discovered that we were billed for a protection plan that I never requested or agreed to add.
Called and spoke with three different agents, including a manager. All three claim that there were no "notes" put in our account about upgrading our equipment, and without these "notes" there is no way they can refund the fee. In addition, there is a fee for canceling the protection plan that I was never informed of. A protection plan that the customer is expected to pay to cover equipment that doesn't even belong to them. If they didn't charge me the protection plan, they would also charge a fee for the tech to come out to replace their equipment that didn't even make it a year that was sitting in a protected piece of furniture.
Also, because I did agree to the extension of our contract, and they made no notes about their offer, we will be charged early termination fees if we cancel our service. So Dish has created a method for breaking their contract with their customers, all while ensuring the customer can basically to ensure Dish provides their promised service.
I was, until today, extremely happy and satisfied with Dish. Now I am a disgusted, dissatisfied and certainly no longer loyal to Dish.
Installation was great, accepted 2 year extension. A month and a half later (which is now), we were charged a fee for the receiver, and discovered that we were billed for a protection plan that I never requested or agreed to add.
Called and spoke with three different agents, including a manager. All three claim that there were no "notes" put in our account about upgrading our equipment, and without these "notes" there is no way they can refund the fee. In addition, there is a fee for canceling the protection plan that I was never informed of. A protection plan that the customer is expected to pay to cover equipment that doesn't even belong to them. If they didn't charge me the protection plan, they would also charge a fee for the tech to come out to replace their equipment that didn't even make it a year that was sitting in a protected piece of furniture.
Also, because I did agree to the extension of our contract, and they made no notes about their offer, we will be charged early termination fees if we cancel our service. So Dish has created a method for breaking their contract with their customers, all while ensuring the customer can basically to ensure Dish provides their promised service.
I was, until today, extremely happy and satisfied with Dish. Now I am a disgusted, dissatisfied and certainly no longer loyal to Dish.
Comments:
Posted by CheriT @ DISH Network on 2013-01-06:
HI, my name is Cheri and I work on the Social Media Team at DISH. I would like to apologize for the issues that you have experienced with our service. I would be happy to review your account and see what I can do to help! Can you please PM me or email me direct at Cheri.Torres@Dish.com with your account number or phone number on the account? I look forward to assisting you! Thanks!
Cheri Torres
Social Media Representative
DISH L.L.C.
Cheri.Torres@Dish.com
Cheri Torres
Social Media Representative
DISH L.L.C.
Cheri.Torres@Dish.com
Posted by Phil on 2013-01-29:
Me too. 8 year Dish customer, decided to go back under contract for upgrades, on both the internet and TV. I was told that I could keep my dish e-mail address. Right after the upgrade was complete My E-mail account at Dishmail.net was suspended, yet my I phone was still logged in and worked just fine which makes sence (it is G-mail)
When I called the Dish broadband call/assist center I was told that I was told "wrong" and that instead of my dishmail.net address -I would be required to use a dish.com address.
This is a great inconvienance since I have a business account amd multiple E mail accounts with dishmail.net.
I am now reconsidering the changes to my TV service and upgrades that I had planned to do since what has happened to me so far is a classic bait and switch -all the way.
After complaining to the broadband tesh support person I was told my account could be reactivated for 24 hours, then I was told for 48 hours, when I asked to speak to a senior person at Echo-Star my account with dishmail.net was then extended for 7 days.
What seems to be is consistant here is that there is a clear an absence of rules to follow in this case since the so called "rule" prohibiting my maintaining my long held and valued dishmail account account seems to be a moving target.
I then asked to be connected to a more senior Echostar person, and I was told I would be. I was placed on hold for 10 seconds and disconnected.
I am considering a BBB complaint, and legal action in small claims court here in Ohio.
I will be contatacting Ms. Torres to try to resolve the matter first.
When I called the Dish broadband call/assist center I was told that I was told "wrong" and that instead of my dishmail.net address -I would be required to use a dish.com address.
This is a great inconvienance since I have a business account amd multiple E mail accounts with dishmail.net.
I am now reconsidering the changes to my TV service and upgrades that I had planned to do since what has happened to me so far is a classic bait and switch -all the way.
After complaining to the broadband tesh support person I was told my account could be reactivated for 24 hours, then I was told for 48 hours, when I asked to speak to a senior person at Echo-Star my account with dishmail.net was then extended for 7 days.
What seems to be is consistant here is that there is a clear an absence of rules to follow in this case since the so called "rule" prohibiting my maintaining my long held and valued dishmail account account seems to be a moving target.
I then asked to be connected to a more senior Echostar person, and I was told I would be. I was placed on hold for 10 seconds and disconnected.
I am considering a BBB complaint, and legal action in small claims court here in Ohio.
I will be contatacting Ms. Torres to try to resolve the matter first.
Posted by kackiecnm on 2013-05-09:
Me too! If "misery loves company," read my review/complaint to be dated today (not yet posted) --- I am outraged and my multiple "issues" are still not resolved after repeating them over and over in multiple phone calls --- as with you, "history/notes" that I specifically asked to be entered into my "account file" have mysteriously disappeared. Aside from warning others, we need to report them to FTC, FCC and file complaints with area BBB, and your state's DCF
Interest how our experiences parallel, including the only good thing where the on site installer/techs but
everything else was like "falling down the rabbit hole" to find fraud, incompetence etc.! I am planning on also filing a claim in my local SMC and in the complaint add that I am a ripped off "senior" ---statute State and Fed under "elder abuse" that should shake them up. Plus I will subpena copies of my phone records to illustrate how many calls I had to "customer service" --- and oxymoron with MORON underlined!
Interest how our experiences parallel, including the only good thing where the on site installer/techs but
everything else was like "falling down the rabbit hole" to find fraud, incompetence etc.! I am planning on also filing a claim in my local SMC and in the complaint add that I am a ripped off "senior" ---statute State and Fed under "elder abuse" that should shake them up. Plus I will subpena copies of my phone records to illustrate how many calls I had to "customer service" --- and oxymoron with MORON underlined!
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