Help!! Installer took my old receiver & now Dish wants it back.

3374 Views 10 Replies 6 Participants Last post by wbowery, May 28, 2012

astrantz

Discussion Starter · May 28, 2012

I upgraded to the 722 receiver back in Aug of 2008
and the tech took my old 625 receiver when he left.

Now over 3-1/2 years later Dish is asking for the 625 back.
They sent me a return kit.

I got my paperwork from the upgrade out and the company that did
the install is now out of business.

I haven't called Dish yet. What is the best way to handle this?
I am sure they will say it was never returned by the installer.

What gives? Why are they asking for it back now?

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Inkosaurus

· #2 · May 28, 2012

Just to make sure im assuming this correctly.

You are stating you did the upgrade and set the upgrade up through the retailer right?
Rather then calling in to Dish and setting up the upgrade through a CSR?
If so did you purchase the vip722 at full price or did the retailer call in for you and set up a Dishn it up upgrade which in turn increased your contract by 2 years?

If it was a retail DIU you might have some ground to work with, as part of the DIU disclosure/agreement states that your not liable for the equipment once the tech gets to your house.

What gives? Why are they asking for it back now?

My first guess would be that the installer probably never deactivated the receiver from your account, and you may have deactivated it yourself in a recent call in which in turn generated the return kit.

Also the installer who went and did everything was it the retailer or someone who worked for Dish?
Either way just call in and state your case the front line CSR should be able to handle it if hes not retarded lol.

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astrantz

Discussion Starter · #3 · May 28, 2012

I called Dish and and did the Dishin it up upgrade that extended my contract. Everything was handled directly by speaking to Dish customer service.
I did not buy the equipment.

But that was over 3-1/2 years ago.

The only change to my account since then was the addition of the
Blockbuster dvd thru the mail service. (Just added in April)

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Inkosaurus

· #4 · May 28, 2012

Oh thats a incredibly easy fix lol.
Just call in tomorrow during the day and tell the front line CSR the story, hell have to engage a different department via a chat feature to get it cleared off though. That departments closed at the moment so you wouldnt get very far if you called right now.

An alternative would be to contact a DIRT member here but its currently after there work hours and you need 5 posts minimum to privately message them. It would probably be quickest to just call in.

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astrantz

Discussion Starter · #5 · May 28, 2012

Total rookie here. Just curious.

What is a DIRT member?
How do you contact them?

I will call Dish tomorrow, but I just thought someone else may
have been down this road before and could offer some advice.

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Inkosaurus

· #6 · May 28, 2012

DIRT stands for Dish Internet Response Team, they're Dish employees who help around here with trouble shooting, general inquiries, and just generally are really helpful. They post here while there at work so if you get in contact with them and privately message them your info they can look you up in the system and settle things for you.
There several levels higher in the Dish heirarchy then the CSR's you will run into when calling in so often times they have a bit more pull and what not, the only draw back is that communication with them isnt exactly real time lol.
You can Identify them here by looking at there profile info on the left side of a post, there should be a red font image stating DIRT, with Dish Internet Response Team on the bottom. There username is usually something like "[email protected]" or something like that. Finding them is easy/tedious lol, theres no index of them here but you can find them in most threads in this section, a little browsing and you should be able to find a DIRT member.

About your situation, Ive seen it posted a few times here in the past and I recall when I worked for Dish I recall taking similar calls somewhat regularly too. The receiver just needs to be cleared off your account and all should be swell

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oldengineer

· #7 · May 28, 2012

A month after I upgraded from 722k/612 to Hopper I saw a $50.00 unexplained charge on my online bill. I called Dish and was told it was for a non-returned Smart Card. Before I could say a word the CSR said "Wait, you upgraded and the installer was supposed to remove all of the old equipment." The charge was instantly removed.

The same solution should apply here.

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Mr-Rick

· #8 · May 28, 2012

Uh, not so fast.

On a retailer DIU, the retailer is NOT to take the equipment back. On page 2 of the upgrade agreement it states that the returning of any exchange receiver is solely the responsibility of the customer.

As a retailer, we are not to take back the old equipment. This is done for the simple reason that the agreement is between the customer and DISH Network. The customer provided a credit card and agreed to return the equipment with DISH Network. IF it is not returned, DISH will charge the customer.

Here are the official rules from the Retailer side of the business:

Return of Previously Leased Receivers:
Customers who exchange leased receivers under this Plan must return their exchanged receivers directly to DISH; DISH will provide boxes and shipping instructions to the customer. Retailers may not return equipment on a customer’s behalf.

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Inkosaurus

· #9 · May 28, 2012

@ Mr-Rick,

I called Dish and and did the Dishin it up upgrade that extended my contract. Everything was handled directly by speaking to Dish customer service.

It wasnt a Retail DIU, and even if it was its still easily fixed lol.

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[email protected] Network

· #10 · May 28, 2012

astrantz said:
Total rookie here. Just curious.

What is a DIRT member?
How do you contact them?

I will call Dish tomorrow, but I just thought someone else may
have been down this road before and could offer some advice.

If you still need assistance with this, please send me a PM with your phone or account number. Thanks!

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wbowery

· #11 · May 28, 2012

When we did an HD upgrade a couple of years ago, the installer tried to take my 625. The only problem was that I owned it. Didn't seem to phase him much. Instead, he stole the LNB that I owned. Dish's make good was to put a note in my file that if I quit Dish, I can keep this LNB. Whee.

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