Poor Dish Network Experience
Bundling of Services - Complaint
SALT LAKE CITY AREA, UTAH -- I have never made a review on the Internet but I was so irritated that I wanted to let others know what they might expect from Dish. I understand that this is a relatively new product and need to work out some kinks but this handling of my situation was terrible. Because of this Dish gets a low score of 2 on a scale of 10. I spoke with at least two customer service people with regard to bundling my Internet and phone. We already have dish TV and have been customers for around a decade or more. Both indicated that installation would be free and that our "total" bill for the Internet and phone would be X. Also I was told that the bill would not increase as long as we maintained service. This was to be a two year agreement.
After asking me questions the service representative indicated that my installation would be very simple and that they would mail out a kit that I could do myself. When asked what if I could not do the set up they said they would send out a service technician to handle the problem. I confirmed that installation was to be free several times
Upon receipt of the kit, I discovered that a phone jack needed to be close to my desktop which it wasn't and called customer service for help. They indicated that I needed to have a technician come out to set up the equipment at a cost of $99/hr. Obviously I had a problem with this. Number one this goes from free to at least a $99 charge and number two this gives a blank check out as I do not know how many hours it will take. The customer service person says that they cannot do anything but send my concerns to "Escalations" who will call me within 3 days.
I get a call the following day from a technician for who wants to set up an appointment. I ask if he is from "Escalations" and the answer is no. I ask if the service is being paid for by the company and he says no. So I don't get a call from "Escalations" but get a technician and if I had not questioned him I would be getting a bill of undetermined size.
I called back customer service again indicating the above and they make another request from "Escalations" and again it will be answered within 3 days. Day 4 comes and I have not received a call so I call customer service yet again. They researched the notes and discovered that "Escalations" has placed in my notes (without calling me) that they will not do anything. I question customer service as to why I did not at least get a call and I get the typical non responsive reaction so I have to explain the obvious.
I asked for a supervisor who states basically what the customer service reps indicate and at that point I resign myself to the fact that we are not going be able to fix the problem and that I want to cancel the service (as what was promised was not delivered). The supervisor indicates now that I could not do that as the date for service had already passed and that I was locked into a two year agreement. So now I am locked into a two year agreement with no operating service. I mentioned before I am roughly a ten year customer with Dish and this is what my experience has been. I wonder what a new customer's experience will be.