SS: I hope Dish Network burns in HELL!!!

[ride2bhi]

So I made the mistake of ordering Dish Network for the house. During our time with them, I had numerous problems with my service as well as problems expanding the system when our new roommate moved in. I asked for another TV and they said it would be $150 to install one more TV. Ok, no. I'm not spending $150 on a TV that when I agreed to the offer, should have been installed in the first place. The installer told me that it would be "no problem" to have it installed at a later date. So peace out Dish Network. I call and get cable installed and save some cash in the process. I then call Dish Network and tell them to cancel my account. They ask why and suddenly that fee for the other TV is cut in half. I ask why didn't you offer the first time at the this rate. They state that I wasn't cancelling. Uh, ok? Why don't you go ahead and cancel the account. They state that they will be sending me boxes and I need to return the equipment or I will be charged for it. Ok, no problem. They send the boxes while I am out of town, and so when I get back, I package the equipment and realize that they will receive the equipment after the date suggested for return. I take the boxes to UPS and get shipping numbers and call Dish Network to let them know that the boxes are on the way and give them the UPS numbers. I ask them not to charge me. They say they will make a note of it. Next bill comes and guess what? I get charged $649.50 for the damn equipment and since they have my credit card on file, they went ahead and processed the payment. Stupid ass Dish Network! I immediately call and let them know the mistake. I ask for a refund and once again give them the UPS numbers. They say no problem and make a note in my account to refund the money. A month goes by and my credit card comes due. No refund. I owe $649.50 to my credit card company and I don't understand why Dish Network hasn't refunded my money. I call them again. You never gave me a refund. Yes we did. Uhhh, no. There is no refund on my credit card. Well, that's because we gave you a credit. A credit? Yes a credit. You gave me a $649.50 credit for an account that is closed and I no longer use? Yes. Would you like a refund? Well, either that or I am going to have to watch porn until my eyes bleed. Yes, I want a refund. Ok, you should see that in "7-10 days". So another month goes by. No refund. I call again and bitch them out. They say it is in processing and that I should see it in "7-10 days". I get the names of the employee and an employee number and wait again. Another month goes by and one refund is made in the amount of $188.09. That is it. Call again. They decided to pay me back in installments due to the fact that it was charges for seperate pieces of equipment, and I should see the new refunds in, same response, "7-10 days". Another month goes by, one more refund to a credit card. This time it is refunded to a credit card number that I don't remember even giving to them in the amount of $197.50. It has now been 4 months since I was first charged and I am extremely frustrated. I call again, they put me on hold for 30 minutes and try to figure out what is going on. They then once again tell me "7-10 days". Man I am sick of hearing that and when I laugh in the ladies face she gets defensive. Why did you laugh? Because you and I both know that is bull****. She says, no acutally, you will receive it in "7-10 days". I laugh again. The conversation ends. So another two months goes by and I realize I have blocked the experience out so as to not have a stroke due to my anger. So today I finally look again for the "mythical" refund. Nothing. I call again today. Brenda answers the phone and explains that her computer shows the refund in the amount of $649.50. Your computer is wrong. No it isn't. Yes Brenda, it is. I then have to explain the whole thing again. I can actually feel the vein in my forehead begin to bulge. She then puts me on hold. Ahh, good times listening to bad jazz on a tiny single speaker in a wireless phone. She comes back on again and states that she will be refunding the remaining $263.91 in "7-10 days" I just laugh and hang up the phone... Today is November 8th. The original charge was made May 13th. I am so sick of dealing with these guys and wonder if I should report them to the Better Business Bureau. Damn Dish Netwok. Damn them to hell...

[Jenny]

wow, make that paragraphs and I'll read it. Sorry!

[Grimm]

Next time just contact your CC company and dispute the charge.
They charged you for equipment that you had returned and did not credit you immediately.
Definately file a complaint with the BBB.

[ride2bhi]

wow, make that paragraphs and I'll read it. Sorry!

Sorry, you are right. It wasn't an english paper. Mostly wrote it for my own sanity as I sat on hold. Stream of consciousness...

Yeah, forgot to include that the worst mistake I made was when I disputed the charge. After disputing it to the CC company, I then called Dish Network and actually believed them when they first said 7-10 days. So I called the CC company back and told them that Disk Network had solved the problem. Wish I could go back in time and punch myself in the face before I said that...

[Jenny]

lol It normally doesn't bother me. and I don't really care. Just was saying it was hard to read. hehe I read it anyway. and ouch.

[ufcrusher]

That is incredible. I have to ask how long you had the dish network before you cancelled it. The reason for my question is the fact they wanted your equipment back. I am guessing you didnt pay anything for the equipment?

I would have definitely called my credit card company back and say that they havent followed through with it, but live and learn.

[Grimm]

Yeah, forgot to include that the worst mistake I made was when I disputed the charge. After disputing it to the CC company, I then called Dish Network and actually believed them when they first said 7-10 days. So I called the CC company back and told them that Disk Network had solved the problem. Wish I could go back in time and punch myself in the face before I said that...

You should call back and tell them that the Dish Network failed to live up to their agreement and it is no longer resolved.

[ride2bhi]

I had it for about 6 months. I got it though a deal here and it was a lease type arrangement. Month to month, but once I canceled, I had to ship the equipment back. At this point I am going to report them to the BBB and wait to see if the payment comes in. Since it has been paid off for so long, it will seem like a gift when it actually comes though. Besides, just saw The Rolling Stones in concert tonight at the Hollywood Bowl, so this doesn't really seem so SS now. When I sober up tomorrow, I might be a little more fiesty again.

P.s. The Stones were killer!!! If you have a chance to see them on this tour, do it!

[hapoo]

can you go to small claims court? sue them for the minutes you used, time you wasted and interest charges.

[mcs328]

Dispute the charge. File a report with the BBB.

[speedracer120]

I guess that's worse than paying $50 for their POS PVR remote because you got angry and chucked it at the fireplace and busted it into a million pieces.

[zero2dash]

Sorry to hear about your experience...and I hate to admit that I have one of my own to add.

I have SBC|Dish, which is Dish Network service billed through SBC. If you have any problems and need to call tech support, you have to talk to people through SBC which is a frickin' headache in itself. Nevertheless...

Ok, we've had our Dish service and equipment (one DVR) for a year. Quite a few times, we've had problems with the DVR either not recording shows on the TV2 tuner because (for some reason) it's sitting idle at the System Info screen, OR it won't STOP recording; ie you record Judge Judy from 3p-3:30p CST but at 6p it's still recording Channel 2 (Fox) and instead of having a 30 minute Judge Judy ep on the DVR, it has 3 hours in one "event" of that channel. Ok, so I called about this maybe 6 months into our service and was told that sometimes a DVR timer becomes corrupt and can bring everything down. I was told to delete all the timers, reset the box, and re-input all the timers and that should take care of it. So, I did that and we went by for a few months with no problems.

Recently, we had a few more recording issues...again with the TV2 tuner sitting at the Info screen. Then one night out of the blue, the HD wiped itself of everything that was stored on it (about 60 hrs of tv). At this point I was fed up with the box. I called and asked for a replacement after handling a few other things (asking how much it would cost to wire up a 3rd room after all, which would've been included free of charge when we initially got the service - which I was told would be $100 which is BS). The conversation went like this:
Have you reset the box and re-input the timers?
-Yes
Does it record if you hit the record button?
-Sometimes it does, sometimes it doesn't.

She then doesn't say anything but asks to verify our address. I ask "are you sending a replacement box" to which I get a 'yes'. At this point I'm like "gee I wish you would've said so" (because she didn't).

Forward 3-4 days and I get a replacement box. I hook it up, package the old DVR in the box, and call to activate the new box. No problems, everything seems fine. 2 days later, the new box shuts down and says the temperature is above normal operating temps and the box needs to cool off; it gives a temp of 107 degrees. (My wife was at home with our daughter alone, but she called me over the phone about it.) She said it wouldn't turn back on, so I said just let it sit. I get home a few hours later and the box still won't turn on and now it's registering 127 degrees, so SOMEHOW while being turned off, the heat increased...ooookay. Keeping in mind that the new box was in the same entertainment center, same spot, same surroundings as the old box, and the old box NEVER overheated, I figure it's a faulty replacement box. I call them back after re-hooking up my INITIAL DVR that I was supposed to be returning and say I need to re-activate the old DVR because the NEW DVR doesn't work.

Needless to say the first words out of my mouth were "I need to activate my old DVR because the new one is defective and won't turn on." I went through 20 minutes of talking to the biggest idiot on the face of this earth that I've ever spoken to.

-I need to activate my old DVR because the new one is defective
Ok, let me pull up your account information.
(pause)
Ok, you activated a receiver a few days ago, you should be good to go.
-No, that was the new receiver I got as a replacement. That new receiver is defective and doesn't work. I had to hook up the old receiver again and I need to activate the old one and arrange to be sent a 2nd replacement unit to replace the replacement.
Ok, what is the #s in the System Info screen?
(I give him the #s from the old unit which is hooked up. The replacement is in it's box.)
Ok, those are the numbers from the old unit.
-Yes, I know that.
You need to hook up the new unit.
-I just told you that it does not work.
What's wrong with the replacement?
-It says it's overheated and won't work. Which I just told you at least two times.
Have you tried resetting it.
-Yes it doesn't work.
Is the green light on?
-Yes but the receiver doesn't work.
What happens if you hit the power button on the receiver, not the remote?
-A screen comes up saying that it's 127 degrees and it has to be allowed to cool off.
Have you let it sit turned off?
-Yes.
How long?
-Three hours.
Ok. Hook the new receiver up again and unhook the old one.
-No! IT DOES NOT WORK!!!! (at this point I was really getting pissed)
What is the error code it is giving you?
-It is not giving me an error code.
(about this time I explained for the 2nd or 3rd time what happened; the initial box has problems recording, I was sent a replacement, the replacement is defective, so I hooked up the old one so I can watch tv for the time being, etc)

I went through about another 5 minutes of being screwed around with and repeatedly telling this guy (who apparently doesn't listen) what the problem is and that all I need to do is activate the old receiver again, which is probably about 2 clicks of work for him...but all he wants to do is dilly dally around on the phone.

FINALLY right before I almost cussed him out and asked for a manager, he FINALLY activates the old receiver and arranges for a new one to be shipped out. I then said "I'm not being billed $15 to ship another replacement am I?" which I got a 'No' answer to (which was the right answer, because if he would've said 'yes, we're billing you because we sent you a piece of crap replacement that doesn't work but you're going to pay to replace that one too' I would've said "cancel my f'n service".

The only saving grace in all of this is that SBC doesn't make you sign a contract so I can cancel my service at any time.

Needless to say, we got the replacement replacement (ie 2nd replacement) DVR on Monday...I plan on hooking it up tonight and hopefully we won't have any problems. If we do, I think I'm calling DirecTV and signing up with them.

I haven't had problems with Dish Network service per se, but I'm a little fed up with their phone system and how they mishandle calls, as well as the fact that I felt like I was talking to a 5 year old on the phone when I called them.

Dish Network = caveat emptor. I'm halfarsed on my opinion of them...good tv service, terrible customer service.

[ride2bhi]

Ok, I'm hung over and pissed off again. Does anybody know the process for reporting someone to the BBB? Would take them to small claims, but that might be more trouble than it's worth. Would just like to keep someone else from suffering the same fate.

P.s. Just rembered that I did buy another remote. Got it on Ebay for cheaper, but it was a solution to the extra TV problem. Two remotes for same line. Unfortunately it meant the two TV's had to watch the same thing, but at least it got my roommate off my back for a couple months.

[ride2bhi]

zero2dash,
Yeah, it is amazing how they don't listen. This seems to be an epidemic. I would always have to correct them multiple times. It was like they were trying to pull some Jedi mind trick where they would say the opposite of what you were telling them so many times that suddenly you would agree with them and go away. At least that was what they were hoping. All it did was piss me off and make me more determined not to let them get away with anything.

[esme]

Does anybody know the process for reporting someone to the BBB?

try their website BBB

[ride2bhi]

Hmmm... That was much easier than I had imagined. Love the internet. Thanks for the link. Next time I will look first.

[WhiskeyPapa]

What are you expecting from the BBB? It's not like they investigate and arrest people. Your complaint simply goes into a file. That's it.

You need to write a letter to the president of the company. It probably will never get to him, but it will be read by one of his lackeys, who still have more power than any CS person. In your letter, clearly state what you expect to receive as recompense.

I had a beef with Wells Fargo about a refi. I wrote a letter, and got a phone call and a check for some of the closing costs I felt were bogus.

[zero2dash]

Well, in my problem/case, I finally seem to have gotten some "closure".
We got another DVR a week ago and I hooked it up this past Wednesday, and then called to activate it (as well as get the RMA # for the 2nd receiver again) - needless to say the girl on the phone was really helpful and had everything straightened out and working within roughly 5 minutes...without any issues or unnecessary questions/arguments (like the first guy I spoke with). After getting everything straightened out, she asked if there was anything else she could help me out with - to which I just thanked her for helping me and being helpful and I explained the problems I had with the guy I initially spoke with and how I felt really aggravated as a customer...and she basically just said "glad I could help".

I guess my end thoughts about the issues I've recently had about them is that they have great tv service; I can't complain one iota about their tv service. We've never had problems with it and it always works (unless it storms like crazy) and they've been great with installation. Their customer service department (minus the one guy I could bash repeatedly with my phone) has been helpful and polite.

I guess the bottom line is I'm pleased...they fixed the issue we were having and (for all intents and purposes) have made me a happy customer again. And (honestly) I'm glad it has been straightened out because AFAIK we can't get cable service where we live (which I don't want anyway) and I'm not a fan of DirecTV, so Dish is really my only option.

ride2bhi I hope your situation gets straightened out and they fix your bill 'cause that's just messed up. As it's already been said - I'd call your CC company and dispute the bill to get your money back and then I'd write a letter to the CEO of Dish Network and see if he can fix the issue on their end.