Dish Network Complaint - Buyer beware!!! - Dish Network HD, customer service, policies
CHICAGO, ILLINOIS -- My experience is really comprised of two stories. The first story is about how satisfied I was with the HD service I purchased. The install was quick and easy (roof). The installer (3rd-party company) was fairly knowledgeable about the product, and installed both HD recievers without a problem. For the next 9 months, life was good. I bought Dish Network for a couple reasons: Comcast was getting a little pricey, and I got WAY more HD channels (30+) with Dish than I did with Comcast. My Dish HD-DVR reciever did reboot about once a day, and would take a few minutes to restart. It was a pain, but it didn't bug me enough to complain about it. Overall, I was pretty happy with the service.
Now for the second part of the story. I decided to move out of the state, and I needed to cancel my Dish network. WHAT A NIGHTMARE. I'll try to be brief. (Dish Customer Service = DCS)
1. Called to cancel. DCS said I owed a cancellation fee, since I was under contract. I said that I was not under contract, and that I had the signed contract waiver to prove it. After 20 mins of arguing, DCS agreed to waive the cancellation fee. I asked how I could return my equipment. DCS said that they would send me two boxes to ship the equipment back. They will not allow you to drop the equipment off. Since I was moving, I confirmed that the boxes would be sent to my NEW address.
2. After I'd been at my new address for a few days, I became concerned that the boxes had not yet arrived. I called DCS again. DCS informed me that the boxes had been sent days before, to the OLD address. After another argument, DCS agreed to send another two boxes to my NEW address.
3. A few days later, I noticed a charge on my credit card from DCS. (approx. $100) I called to find out the problem. They informed me that I had cancelled my contract, and that I owed them a cancellation fee. I explained to them that I'd already been told otherwise by DCS before (see point #1 above). They said that no record of that conversation existed in their records. (How convenient.) After arguing again for 10 minutes with an extremely rude representative from DCS, I asked to speak with a manager. I was briefly put on hold, then disconnected.
4. Several days later, I finally recieved a box from DCS (only one). I called DCS again to discuss the boxes and the cancellation fee. This time I spoke with a very personable, polite, and helpful rep from DCS. After a very polite and respectful conversation, she agreed that I might not be under contract, and that DCS would research the matter. She also said that Dish would send me ANOTHER box, since I'd only recieved one.
5. Several days later, I recieved a credit on my account for the cancellation fee I'd been charged.
6. A couple days later, a UPS guy knocked on my door, asking to "pick up packages for Dish Network". I laughed. In none of my conversations with DCS had I expressed the need for a UPS pickup. After all, I still only had one box for two recievers. I told him that I was still waiting on a box from Dish Network. He said he would come back in a couple days.
7. In a couple days, I still only had one box. The UPS guy did come back, so I packed up the HD-DVR and gave it to him. Now I had a reciever and no boxes. The UPS guy and I both laughed.
8. Later that same day, I checked my credit card account and found that DCS had charged me a fee for "unreturned equipment". (approx. $470) After I spent an hour on the phone with a very apologetic and understanding rep and her less-than-polite manager, I had a much clearer understanding of the situation.
What the manager told me was something I had never heard before, and something that everyone should know. The contract states that once you cancel the account, you have 30 days to return the equipment. IT DOESN'T MATTER IF THEY SEND YOU BOXES OR NOT. 30 days, period. If the Dish boxes don't arrive for 29 days, it is not Dish's problem. In fact, the manager told me that I SHOULD have packed up the equipment in my OWN boxes and sent them back to Dish. The return boxes are "MERELY A COURTESY, NOT A REQUIREMENT", I was told. I told him that when I initially cancelled (weeks prior), no one from DCS informed me of this policy. Obviously, he didn't care.
I was paying around $130/month for lots of equipment and HD service from Dish. I assume that most people don't pay that much. If I was paying double the average rate of the average consumer, and this is how I got treated... it doesn't look good for the average consumer. That's my three cents. :)
CURRENT STATUS: Still waiting for the $460+ dollars to be refunded. Still no second box.