Dish Distributers/Installers - Question

[Flyboy917]

What if, you installed a system for a customer, under a one year contract, then three months later, the customer canceled his service, then three weeks later, the customer re-instated his service?

During this time, E* charged back the $400 you made installing the system, but under the one year agreement that the customer signed, you charged his credit card and were reimbursed your $400 dollars. Then, when the customer re-instated his service, E* refunded your $400 charge back.

Now, (sideline) You know the customer canceled their service over the 6000 TIVO/ remote software issue. You also know that the customer wanted to be first on the list for a SuperDish, one 811, and one 921.

So, Question:
Would you refund his $400 w/another signed one year service contract?

or

1. Dodge his phone calls asking for his money back?
2. Tell him "I don't have to give you your money back?"
3. Tell him, "If you contact the BBB or E* about this you will never get you money back?"
4. Call his work place, demand his bosses name and threaten to file harassment charges against him?
5. Tell him you "might" give him his money back after 240 days of un-interrupted service at which time E* will not charge back your commission and you can keep your money?

This is all hypothetical (of course :nono2: )

[cdru]

I'd say it would be fair for all parties involved that you refund the 400 less a small fee for the inconvience...or if you still want their business just waive the fee. It sounds like you were never short the 400 for an extended period of time since Dish payed, then the customers CC, then Dish again.

Just my .02.

[James Long]

It depends on whether you are the retailer or the customer, hypothetically. :D

If you are the retailer you are taking the risk that this wishy washy customer will cancel again, leading E* to charge the $400 to you again. If you keep the $400 (which was forfeited by the customer by breaking his contract with YOU, not by breaking the contract with E*) you have protection against that possible chargeback.

The amount of time the money would be held would depend on the amount of time that the retailer remained vunerable to another chargeback from E*. If E* restarted the clock at one year, then that's one year. If it is nine months, then that's nine months. The retailer asking for 240 days is eight months, about year from the original contract date. Sounds reasonable.

How firm the retailer is with the customer depends on how much of a pain the customer is. If the customer is harrassing the retailer, he probably should be calling the police rather than the employer. Avoiding the harrassment is not wrong.

If you are the customer then lighten up. You broke your contract with the retailer and that is the end. Whether or not you reinstated your contract with E* doesn't change the fact that you broke the inital contract. Be polite and accept $400 at the end of the year. Or take it up with your credit card provider if you feel that the charge was not valid (although with the initial contract, you'll lose).

JL

[DishDude1]

I agree with justalurker....what if the dealer gives back the money, the customer then cancels again but this time also cancel his/her credit card? All this is assuming they had an agreement with the dealer that they signed, and I am assuming the customer was smart enough to read and understand the agreement. If the customer signed it and did not read it or understand it, that is no excuse and they would be laughed out of court.