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Dish Customer Service regarding Hopper installation fees

Discussion in 'Hopper System Support Forum' started by ScarlettRuby, Jun 20, 2012.

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  1. ScarlettRuby

    ScarlettRuby Cool Member

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    Jun 20, 2012
    Sorry if this is a redundant thread, I have lost the references to other similar threads each time I've tried to post.

    :confused:I found this forum after being quoted a $300 installation fee for Hopper. I was wondering if anyone else was feeling a bit unhappy about being an existing customer and being charged for services provided for free for new accounts.

    What I discovered is that the fee structure for existing customers is completely arbitrary, so I called back to speak to another agent, only to be told that I should be happy that Dish gave me free equipment when I signed up, and that I have had two late payments anyway, so what would I expect. I was very insulted by this agent and his manner of speaking to me, so I hung up.

    A minute later I received a call from a Sergio Portillo who told me that he was wanting to get my feedback on the previous conversation, which from me is basically that I am unhappy with Dish's arbitrary fees for Hopper installation and that it doesn't make an unhappy customer happy to be told off. Sergio replied by telling me off further, even to the extent of telling me that he could drop the fee for me, but that he wouldn't, because he's a good business man and he has to make a profit.

    Naturally, I mentioned to Sergio that his response was hardly making me feel any better, and that I wholeheartedly dispute his notion of himself as a business man or business owner acting in an appropriate manner. Sergio then hung up on me.

    When I called back, I asked the new agent Lila to kindly connect me to a supervisor, since at this point my issue has escalated from being an unhappy customer due to arbitrary fee structures to being an angry customer over arrogant and abusive customer service agents. I asked Lila to not make me repeat the entire situation, but to forward me to a supervisor, but she continued to query me, after which she said "don't worry about it" and claimed to be transferring me to a supervisor. I mentioned to Lila that "don't worry about it" isn't the best thing to say to an unhappy and angry customer. Then I waited and waited and waited for a supervisor, but never connected to one within a vaguely reasonable amount of time.

    Considering that Sergio was on the line in one minute after my original unhappy call, I feel a bit suspicious, and of course, additionally unhappy and angry about the wait time.

    So now I am here venting in hopes that Dish catches the drift, that it's not a great idea to alienate existing customers in the quest for new customers, and that it makes no sense to give something away to some when you can admittedly give it away to others, but simply don't choose to in certain instances.

    At this point, is it worth it to me to cancel Dish and pay an early termination fee? I'm seriously considering it. There are some things that you can't put a price on, and one's self-respect is one of those. I'm quite sure that I'm not alone in that sentiment.
     
  2. garys

    garys Hall Of Fame

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    Anyone except someone who works for Dish can only make speculation as to who is charged and why. Best if you try to PM a DIRT member here. They are Dish employees and can check your account as well as set up upgrade for you. You may not be allow to PM with only one post thus far, but a DIRT member will contact you when they see your post.
     
  3. P Smith

    P Smith Mr. FixAnything

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    That is ongoing complain about unfair (in upgrade prices) for existing customers vs new.
    Unfortunately, all the 1000s posts went nowhere and the company is not changed the policies.

    You are 'on hook' for 2 years contract.
    Your options are same as for anyone in same position and didn't changes for long time. :(
     
  4. RaymondG@DISH Network

    RaymondG@DISH Network New Member

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    I can understand the frustration you have with the experience that you received. I have sent you a PM.
     
  5. SJ HART

    SJ HART Legend

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    Being a DISH customer since 1997, I was also taken back that I had to pay for the upgrade vs. NEW customers. SJ
     
  6. smbsocal

    smbsocal New Member

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    Yes it is annoying that the special deals are for new customers only. Then again every other company has the exact same policy; cable, satellite, wireless providers, etc.
     
  7. lparsons21

    lparsons21 Hall Of Fame

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    Except of course, the wireless providers don't have that same arrangement. Cable/Sat do though.
     
  8. RasputinAXP

    RasputinAXP Kwisatz Haderach of Cordcuttery

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    The price you pay is also based on your credit score and your 'prompt payment history'.

    In my case, I paid $99.
     
  9. ScarlettRuby

    ScarlettRuby Cool Member

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    Jun 20, 2012
    Actually, it's completely arbitrary. As Mr. Portillo told me, he has the discretion to charge or not, and determine what the charges will be. He told me that he could give me the install for free, but that he wasn't going to, because he is a good business man.

    Totally ridiculous policies, and really not such a smart thing to tell a customer.
     
  10. ScarlettRuby

    ScarlettRuby Cool Member

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    Jun 20, 2012
    And...the reason I had two late payments is that I was set up for autopay, and didn't realize right away that Dish for some reason had stopped automatically billing me. As soon as I realized, I went back in and reset the option.

    More ridiculousness.
     
  11. RasputinAXP

    RasputinAXP Kwisatz Haderach of Cordcuttery

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    In Dish's case, it's not arbitrary. It's definitely your payment history and credit.

    I'm edging toward thinking that this guy is a reseller, not with Dish Network corporate. They don't generally behave in that manner. Resellers do, though.
     
  12. ScarlettRuby

    ScarlettRuby Cool Member

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    Jun 20, 2012
    How would I reach a reseller by calling the Dish customer service number from their website?

    There's nothing wrong with my credit.
     
  13. ScarlettRuby

    ScarlettRuby Cool Member

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    Jun 20, 2012
    I just called the number that was on my caller ID from Sergio Portilla, and was assured I had reached Dish corporate, and could not reach any resellers at that number.
     
  14. RasputinAXP

    RasputinAXP Kwisatz Haderach of Cordcuttery

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    Have you messaged Ray yet?
     
  15. RaymondG@DISH Network

    RaymondG@DISH Network New Member

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    Jul 21, 2011
    ScarlettRuby has contacted me and I am assisting them through private messages.
     
  16. hahler2

    hahler2 AllStar

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    I won't speak to Dish's upgrade policy but to be talked down to like that by a customer service rep is inexcusable. Regardless of the circumstances. I can understand why the OP was so upset and I don't blame him for considering terminating services. I know I probably would in his shoes.
     
  17. col3rsc

    col3rsc New Member

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    I called Dish today about upgrading and at first I was told $99 and 2 minutes later the price was $200. I only have 2 TVs and to give me one price and then change it to another is not good business. I've never been late, I use automatic billing.
     
  18. Jhon69

    Jhon69 Hall Of Fame

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    For those who wish to purchase and have no 24 month commitment you can purchase your equipment here:

    http://www.dishdepot.com/

    This so far has been the cheapest price I have found.;)
     
  19. ScarlettRuby

    ScarlettRuby Cool Member

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    Jun 20, 2012
    I don't know why Rasputin is claiming that the pricing isn't arbitrary. I'm reading posts in other forums by customers who are having the same problem I am. They get quoted one price initially, then it changes, even two or three times.

    What is Dish thinking?

    I hope Raymond listens to the tapes of my conversations. Assuming Raymond has any influence or power and the concern to address these problems.

    It would be interesting for me to know why Mr. Portillo called me back after I'd hung up. He clearly had nothing new to add other than further insults and ridiculousness. Maybe he was on the mood for a pile-on.

    One of the agents I spoke to told me that the cost to purchase the equipment was something like $1200, btw. I see from my research that that figure is a complete lie also.
     
  20. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    Dealing with DISH directly (with Ray in this case) is the best option.

    It is mind boggling why some customers seem to have a ton of problems while others do not. The fee structure may seem arbitrary to you, and to the "others" you refer to, but there is method behind the madness and not everyone is willing to admit that they are not quite the good customer that they claim to be on Internet forums.

    You mentioned you had a couple of late payments ... and I'm not going to get into an argument over the rest of your financial history. Ray can do that via DISH's records and see why the red flags were raised.

    As far as the $1200 price ... manufacture list price is that high. You could get a better deal through a reseller such as Solid Signal (except you would have to buy the nodes, and dish upgrade needed and do the install yourself). While $300 is more than the $99 people with a good payment history, good credit and no other issues are paying it is certainly less than the full retail price of the equipment and the cost of installation.
     
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