Dish Network Complaint - Sorry Service
GULFPORT, MISSISSIPPI -- October 18, 2004
9601 South Meridian Blvd.
Englewood, CO 80112
On October 16th, your technician arrived at my home to install Dish Network. Prior to having this system installed, I had spoken with a Suzette at 228-497-7027, Dish Direct Wireless Center located in Gautier, Mississippi to inquire about what, if any, equipment I needed installed in my home prior to the installation of the Dish Network system. Suzette told me I needed to have the phone lines installed, which I did, but that she would verify that information with someone and get back with me. When I spoke to her the second time, she verified that the phone lines were all I needed.
Your technician (Carlos, I believe) arrived at my home around 3:30 pm. Prior to moving into my home, I ordered cherry wood tables for my sitting room. Your technician entered my home and drops a ring of keys and a pocket knife onto my coffee table with no consideration of possibly scratching my tables. I lifted the keys and knife off my coffee table and placed them on his clipboard that was also resting on my coffee table.
After looking at the rooms that needed installation as well as surveying my home from the outside, he informed me that I did not have the necessary equipment to install the system. I explained that I was told by Suzette all I needed were phone lines installed for the system to be connected. He then called his supervisor (Steven). Because the technician was on his cell phone, I could hear portions of his conversation. The conversation consisted of the supervisor instructing the technician on what to charge me for all the “extra” lines needed to install the system. After that phone conversation ended, your technician proceeds to run down all the additional charges that would be necessary to install the system. That grand total was a little less than $300.00 but they would give me a discount which would put my total at a little less then $200.00. I asked him if it was necessary to run the extra lines because I did not have the correct equipment in the home and he confirmed. Again, I explained to him that I had installed what Suzette told me to have installed and that I did not want the system installed. He then proceeds to tell me Suzette no longer worked for them because she had some type of family problems blah, blah, blah. He then calls his supervisor again, and relays the message that I no longer want the system installed and the supervisor decides they can do the installation for free after all, which tells me they were trying to scam me for additional money when that was not part of the original agreement.
About 10 minutes into the installation, your technician asks if I mind if he takes a lunch break. I said fine everyone needs to eat. After he arrives from his lunch break, he then asks if he can use my restroom. I said yes. He stayed in the bathroom so long that I went to the door to make sure he was okay and to offer him some air freshener which he declined. He finally came out of the bathroom, at which time I went in to make sure nothing had been left in the bathtub or under the sink or behind the toilet or in the trash can. I found nothing in those areas but he did leave a piece of hair with something matted in the hair on my toilet seat. This is the same bathroom that my children use and to have that nastiness left on my toilet seat was absolutely disgusting. It was necessary for me to instruct the one child that was home at the time not to use that bathroom until after I had it cleaned.
So the installation continues at this point. He then comes back in the house and asks me if I have an electric drill because the one he has is not working. To this question, I answered no. He then runs to the local Kmart and purchases an extension cord to attach to his power tool and my outside electrical outlet. So now he is using my electricity to install your equipment.
So the installation resumes. In my master bedroom, I have a door that leads from the bedroom out to a sitting area in the back yard. He proceeds to drill two holes (pictures taken) next to the door but because he does not survey the area as he should, he can not drill through to the outside because he has hit the steel door frame. You’d think he would have known if he could not drill through to the outside with the first hole, why drill a second hole, which is what he did. So at this point, I have two holes in my master bedroom that serve no purpose. He then decides it will be necessary to drill two more holes in the wall to connect my room with the bedroom across the hall and then drill to the outside from that bedroom. To cover the two additional holes that serve no purpose, he places two white plugs in the holes and assures me that it should not be a problem with the holes because he did not drill to the outside. By problems I assume he means animals or rodents climbing into the house. Lest not mention the air and heat that will seep out which will cause my electric bill to be somewhat higher each month. The walls in my master bedroom are guava color which is similar to a dark mauve color. So now I have these two white plugs stuck against a guava colored wall.
He then goes to the third bedroom to install the system and in the process of installing the system, he left two dirty hand prints on the walls from when he was getting up and down from the floor. It is obvious that the prints do not belong to the children because they are large hand prints. These walls were crème color with no prior markings on them before he arrived. The rooms where the satellite boxes are located have wires everywhere. There are lines and lines of wires and cable lying all over the bedroom floors.
So everything is finished and he leaves around 9:00 pm. The next morning I go outside to look at the completed installation, and this man left all the by-products of the installation on the side of my home in the grass. There is a wire hanging out of the side of my house with nothing attached to the end of it serving no purpose. I am afraid to touch it because I don’t know if there is an electric current running through it. There is a hole in the siding where he tried to staple the wires into place and pushed right through.
At this point, I am absolutely disgusted by this entire process. I called Dish Network on Sunday, October 17th and talked to three representatives before I was helped to my satisfaction. I talked to operator GWT, IAU and IXX (Jennifer). Jennifer was the only operator who helped me remedy this situation. Now I am waiting on Dish Network to send me boxes so I can return the cable boxes, remote controls and the eye on the dish.
Construction on my home was completed about a month ago and already there is damage that comes with the wear and tear you normally get with a home that is 2 or 3 years old. I want all this damage repaired and my home restored to the same shape it was prior to your technician “installing” Dish Network. I want the holes in my master bedroom repaired. I want the holes on the outside repaired as well. And I want a can of paint to touch up my son’s wall where your technician left his hand print. And I DO NOT want ANYONE from Dish Direct Wireless Center to come to my home again for any reason.
I did some research on Dish Network and from what I have read, the company is not a mom and pop operation. I don’t know who these people are in Gautier, MS who Dish Network have hired to complete installations, but it would be in Dish Network’s best interest to cease any and all dealings with Dish Direct Wireless Center if this is how Dish Direct Wireless Center will continue to represent Dish Network. The service provided by Dish Direct Wireless Center is a direct reflection of Dish Network.
The icing on the cake, I am told I can not be refunded my $49.99 activation fee.
I expect to hear from you in the near future.
Batrina F. Street
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