Dish Network Informative - Customer Service Ineffective
LONGVIEW, WASHINGTON -- In February 2005 I helped my 86 year old mother subscribe to Dish Network thinking when she needed help finding a channel all she had to do was call me since I already had Dish Network. After struggling for a year with it, we decided it was just too complicated for her. Due to her age, she confuses easily. On 02/25/06 at her request I cancelled her Dish subscribtion and she returned to using cable TV. I returned all equipment required but shortly after cancelling, Dish debited her checking account $386.07. I was told that amount would be returned to her after a technician verified that the equipment I returned still worked. Even though everytime I call Dish they agree the money needs to be refunded, as of 07/31/06 it has not. I maintain my mothers finances and have on-line access to her bank account and check for the refund daily. The following is a chrono of my phone calls to Dish.
02/25/06 I called Dish to cancel my mother's subscribtion. I was not told her checking account would be debited any amount.
03/28/06 Dish notes show they received the equipment I had shipped per their instructions.
04/01/06 Dish deducts $386.07 from my mother's checking account.
05/06/06 After discovering the checking account deduction I call Dish and I was informed a refund would be made to the checking account after the equipment is checked out to verify it is working.
06/05/06 I called Dish and I am told a refund is to be sent to my mother in 7-10 business days for the amount of $386.07
06/26/06 No refund. I called Dish and I am told the refund was made along with another refund in the amount of $44.73. The check for $44.73 was received via USPS. I was told the larger amount would be refunded within 7 days. It is still not clear what the $44.73 refund is for.
07/10/06 No refund. I called Dish and spoke to Jennifer (id: JS5) and I'm told the refund will take 2-3 weeks. I ask to speak to a supervisor and I am connected to Shannon (id: 6JK) who tells me she found the problem, is emailing some department and the refund should be placed back into the checking account within 7-10 business days. I tell Shannon I am skeptical.
07/27/06 No refund. I call Dish again and ask to speak to Shannon (6JK) and I am told without an extension I can't be put through to her. I ask to speak to a supervisor and I am connected to someone. After explaining my problem (again) I am put through to the "Executive Department" and speak to Bill. I explain my problem to Bill. He tells me two refunds were sent, one on 06/12/06 and the other on 07/11/06. I tell him my mother has received neither and suggest that rather than trying to transfer money back into her bank account I would prefer a check to be mailed. Bill told me "Can't do that". Bill also tells me it is "rediculous" that she has not gotten her refund yet. I agreed. Bill then told me he would find the problem and fix it and he would call me (I was floored) and further more he asked for my email address and provided me with his (email@example.com). I was shocked.
07/31/06 No refund. No contact from Bill. No satisfaction.
I don't know what more to do other than to continue calling, being placed on hold for long periods of time and eventually waiting 7-10 more days each time. I emailed "Bill" today but frankly I don't really have any hope that he can get my mother's refund any better than the other people I spoke to.
I will NEVER recommend Dish Network to anyone. I'd like to switch to cable or DIRECTV but I'm afraid they will take my money and refuse to return it like they have done with my mother. I'm open to suggestions.