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Telephone CSR's Promises

Discussion in 'General DISH™ Discussion' started by Eqdonk, Oct 25, 2012.

  1. Eqdonk

    Eqdonk New Member

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    Oct 24, 2012
    I really enjoy Dish network and love my vip722. I have been out of contract for awhile now and saw some really good deals advertised for new customers from both DISH and Directv. Football season is here and basketball is starting up as well, so I need to get back into some sort of sports package (I currently have the welcome pack).

    So I called Dish and was told I could upgrade to a higher package, get all my wanted channels (ESPN, NFL Network, NBA Network, and Fox Sports Detriot) for what I considered a decent enough price to make the upgrade. The CSR said it should take about 5-10 minutes and I would see the channels. I specifically asked about HD and was told that I could log into my account and select "my offers" then sign up for paperless billing and autopay even though I already was signed up for these. She assured me that it would NOT incur another 24 month committment.

    Of course when I logged in to check later, I could only get the fee waived by adding another 24 month committment. Also, I did not have any HD channels. I called support and the tech took about 20 minutes to finally find out the CSR never enabled HD. He transfered me to another tech who said he could enable HD but there was no way I could get the monthly fee waived without singing up for another 24 months. He then informed me that the actual montly cost for my new package was about 25 bucks higher than the first CSR said it would be.

    I just had him revert me back to the welcome pack and undo any changes she had made. He tried to talk me into just adding the HD and paying the monthly fee but I refused.

    About a week later, I called again and was again presented with what I felt was a nice enough offer to go for it. Sadly again the price quoted was much lower than the charges shown on my online account so I called again to cancel the changes they had made. This time they hit me with a early change fee for not waiting 30 days before changing programming - whatever, no biggie.

    I really would prefer to remain with Dish, but these two experiences have left a bad taste in my mouth.

    How common is it for CSR's to promise and misquote like this? I'm hesitant now to call again to see about another upgrade offer.
     
  2. garys

    garys Hall Of Fame

    3,180
    3
    Nov 4, 2005
    Dish's csr's are the last resort, I find you get better results and correct answers by dealing with DIRT members. You can PM them on this site. You can tell members since DIRT is part of their user names.
     
  3. Eqdonk

    Eqdonk New Member

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    Oct 24, 2012
    Thank you garys. I had read about the DIRT team here but wasn't sure if I should contact them first or post asking for one to contact me.
     
  4. Jhon69

    Jhon69 Hall Of Fame

    4,726
    5
    Mar 27, 2006
    Central San...

    To upgrade to HD,it's a 24 month commitment with autopay and auto billing,or a one time $99. HD charge,or $10. a month extra.You may also be able to get the metal packages where they are HD packages so of course the HD channels are included(Gold/Silver,ect.)

    Your best offer will be offered by DISH Loyalty Department(you call and ask to be transferred) if that offer is not good enough(you want the new customer deals) you have to become a returning customer,cancel your DISH service and last time I heard you have to be away for 3 months,so if you could handle having cable for 3 months or a little longer you might choose that option.Good Luck!:)
     
  5. Eqdonk

    Eqdonk New Member

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    Oct 24, 2012
    Thank you Jhon69. I had forgotten about the all HD "metal" packages. Definately something to consider.

    Can anyone tell me if I should wait for a DIRT member to contact me, or should I just pick one at random and try to contact them?
     
  6. Jhon69

    Jhon69 Hall Of Fame

    4,726
    5
    Mar 27, 2006
    Central San...

    I would do what my previous post suggested,or you could try both of them.

    DIRT members when online are supposed to be listed in Red at the bottom.

    Good Luck!:)
     
  7. alex000

    alex000 Cool Member

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    Oct 19, 2012
    Well those CSR's were probably trying to get you to give them a good survey (not all CSR's do that). If you want to really know about the legal offers, you can either chat with Dish or go to this link: www[dot]dish[dot]com/legal/offers/.


    This has the legal offers that Dish has :) Sorry for your bad experience though, not all CSR's give out false info
     
  8. Inkosaurus

    Inkosaurus Icon

    678
    1
    Jul 29, 2011
    How often do humans make mistakes?
    When I worked there most of my coworkers were honestly idiots who kept either purposely or accidentally lying to customers ;)
     

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