[Shelly Cooper]

This is Going to be Winded. You your thinking of DISh or even if you have DISH. You should read this.

First off, Ill say I've been a DISH network customer for almost 8 yrs. Ive paid my bill on-time every one of those months. And yet the horror story Im dealing with right now makes me want to let everyone know just how terrible they are.

I've recently upgraded to HD. Before this, no problems, because I had no contact with customer service. Now that I have had contact, they Lied directly to me, then lied about lying, several times. They attemtped to mislead and confuse me to get the results that they wanted. They blame others for problems that they, as the service provider, should be responsible for. They've stolen money from me. Yes, I said stolen. These are Bold statements, I understand. Allow me to explain.

During my first call regarding my upgrade. I was told my DVR service fee of $6/mo. would be waived. I questioned this (along with the rest of the deal(free HD for life, 1 yr. free Blockbuster Movie pass). The girl on the phone had to bring a supervisor in for help setting up the upgrade. So when I asked her a question she would relay it. One of my questions was " So my bill will actually be $6/mo. cheaper after my DVR fee is waived?" After consulting with her supervisor (which I could hear) she clearly responded "yes, sir" several times.

After getting my first bill, the DVR fee had not been waived. I called Customer Service. I then find out that waiving a DVR fee isnt even an option for them. Or so the rep says. I ask to speak with a supervisor, who begins talking to me like Im stupid,asif she cant be bothered, tells me "Im very sorry, but obviously you misunderstood." Actually, at this point I did just start understanding what was really going on but regarding the initial phone call, there was NO miscommunication. I told her I wanted to speak with her superior. She had two, both of whom were conviently on vacation and I could not speak with or have their phone numbers. I could only call back. She gave me her two superiors names, Mark and James. Her name was Darla. I found out on a follow up call... None of them exist. I also questioned the recording of the phone calls for "quality purposes" She informed me they dont ever record any calls so I could look for no validation there. So basically... I'm Burnt.

THEN. I was told I would recieve credits on my account for loss of service and already being billed for Blockbuster which I shouldnt have been. This was FOUR-4 billing cycles ago. After 5 web chats with cust. serv. and 5 phone calls to support and I have yet to recieve a single credit. EVERY time I call I have to repeat why I should in fact even recieve a credit in the first place and then wait for the rep to decide if he agrees? They Usually say well I can only give you $XX.XX in credits at this time OR He agrees but noone EVER actually applies the credit. What kind of system is that? Basically, Im burnt.

THEN, still to this day my Blockbuster Movie pass DOES NOT work properly. I have yet to stream a single thing. So after I get off with customer service I have to speak to someone else in Tech support. Who does the same things. I have to repeat everything again. Try all the same troubleshooting steps as if I can spend my days working for DISH network without getting paid. The last person I spoke with says I need to contact the company that made the switch for my internet connection to see how to enable "UPnP". Mind you, this device was given to me AND installed by the DISH installer. So basically, Im being charged for it regardless. BUT if I want it to work as it should, I have to figure it out for myself.


When this is all said and done. They will have paid the customer service repsmore to be decietful than just helping me and being honest from the beginning.

 

[la24philly]

ashame you dont have any of this recorded, you might be able to sue them. If you truely are dis satsified, have you looked at a possible new provider?

 

[garys]

Should have asked for confirmation letter sent to you before upgrade took place.

 

[Stewart Vernon]

I think there may be more here than meets the eye.

Did you talk to a reseller or Dish? Some resellers make promises that Dish does not honor... and Dish usually likes to know about that so they can deal with such a reseller. I doubt a Dish CSR would have promised to waive a DVR fee that they can't waive.

 

[lparsons21]

When I was with Dish, I almost never talked to someone on the phone and it was because of the issue of what was said and what was heard. Sometimes those aren't the same things at all.

Nearly everything that you can do with Dish can be done via online chat these days. And that is what I almost always used. Including upgrades and other things. The other times were via email with the DIRT team. In both cases the advantage is obvious, things are in writing and can be referred to and emailed to whoever when things don't go right.

Neither D* nor E* likes for these things to happen, but it is always a potential issue when a phone call is used vice better methods. Chat also reduces the chances of misunderstanding when there is a language/accent issue in a phone call.

 

[lparsons21]

I think there may be more here than meets the eye.

Did you talk to a reseller or Dish? Some resellers make promises that Dish does not honor... and Dish usually likes to know about that so they can deal with such a reseller. I doubt a Dish CSR would have promised to waive a DVR fee that they can't waive.

Can you even do an upgrade with Dish as an existing customer with a reseller? I didn't think so.

 

[356B]

Dirt should jump in here, they seem to facilitate actions in these areas.

 

[lparsons21]

Since the OP posted this here as a first posting, and twice at the 'other' site as first posting, something tells me we won't see him/her coming back to read or respond. I think it is someone really ticked off doing a drive-by posting!

 

[SayWhat?]

Since the OP posted this here as a first posting, and twice at the 'other' site as first posting, something tells me we won't see him/her coming back to read or respond. I think it is someone really ticked off doing a drive-by posting!

Maybe a ShelBot virtual presence device post?

 

[Orion9]

Can you even do an upgrade with Dish as an existing customer with a reseller? I didn't think so.

I did, and I had a sheet of paper showing what my monthly bill would be.

In my case I used the same retailer that I used originally and they said that made it easier since they could look up my contract number. But even if I hadn't, they said they could do it if I would go home and get my contract number from the original paperwork.

 

[Shelly Cooper]

I think there may be more here than meets the eye.

Did you talk to a reseller or Dish? Some resellers make promises that Dish does not honor... and Dish usually likes to know about that so they can deal with such a reseller. I doubt a Dish CSR would have promised to waive a DVR fee that they can't waive.

I spoke to DISH directly. The rep lied. Point blank.

 

[Shelly Cooper]

Since the OP posted this here as a first posting, and twice at the 'other' site as first posting, something tells me we won't see him/her coming back to read or respond. I think it is someone really ticked off doing a drive-by posting!

I'm right here. A real customer, who stands behind EVERY single word I typed.

Maybe a ShelBot virtual presence device post?

Nope. The real thing.

 

[lparsons21]

Shelly, glad to be proven wrong. And I know you're frustrated.

Contact the DIRT team here or at the 'other' site and see what they can do. They are very good at their job.

 

[James Long]

I'm right here. A real customer, who stands behind EVERY single word I typed.

With apologies ... we get a lot of drive by complaints by "people" who don't come back. Some of these posters have been traced back to those who sell DirecTV or cable.

I spoke to DISH directly. The rep lied. Point blank.

So you called DISH at 800-823-4929 or another number from their website or printed on your bill or printed on an insert with your bill? Or did you respond to a mailer that came separately from your bill?

There are a lot of resellers out there who send out mailers trying to get some business. The better ones make it obvious that they are not direct sellers of DISH, but some bury their company name in small print on their materials. They make it hard to know you're not dealing with DISH.

There have even been dealers who portray themselves as selling DISH services who attempt to sell DirecTV service to callers. Perhaps they resell both but they certainly are not directly employed by either company.

 

[Blowgun]

Nearly everything that you can do with Dish can be done via online chat these days. And that is what I almost always used. Including upgrades and other things. The other times were via email with the DIRT team. In both cases the advantage is obvious, things are in writing and can be referred to and emailed to whoever when things don't go right.

I certainly understand that a electronic chat can reduce misunderstandings, the same with e-mail, during the time of the correspondence. However, neither one is solid proof. As soon as you finish the actual correspondence, aren't you left with something that DISH could easily say was altered?

I'm not saying you would do something like that and If DISH accepts the text as proof, then so be it. What I am saying is that the text is made up of one's and zero's, and that it's only proof that you own a computer.

As to the original topic. Let me say this loud and clear that I Am Not A Lawyer. Disclaimer applies. Thoughts welcomed before action taken.

In some states recording a phone call requires permission from both parties and in others only one. As I understand it, those rule stop applying when you call a company where the automated system clearly states that the call will be recorded for "training purposes". Neither the CSR, as an agent for DISH or you, should expect any privacy since both parties are aware for the potential recording.

So, I would say that you can legally record the call and DISH can't later complain that the call was done without their consent or written permission. DISH can't have it both ways.

I would record the call from Dial-tone to completion of the call, including wait time on hold. In other words, without editing or interruption.

If Shelly continues to get the same merry-go-round every time DISH is called, then maybe it's not to late to record the call and collect some evidence of DISH incompetence. Then use the recordings for "training purposes" by contacting "Dish Quality" and letting them know about the issue.

 

[lparsons21]

In my case, the file I save is a non-editable PDF.

And frankly I never saw them crawfish on something I got from one of those I saved. Sometimes I had to email it to them, but even that was rare. 99% of the time, with both D* and E*, customer service was excellent.

Unfortunately that 1% is the times you generally remember.

 

[inf0z]

THEN, still to this day my Blockbuster Movie pass DOES NOT work properly. I have yet to stream a single thing. So after I get off with customer service I have to speak to someone else in Tech support. Who does the same things. I have to repeat everything again. Try all the same troubleshooting steps as if I can spend my days working for DISH network without getting paid. The last person I spoke with says I need to contact the company that made the switch for my internet connection to see how to enable "UPnP". Mind you, this device was given to me AND installed by the DISH installer. So basically, Im being charged for it regardless. BUT if I want it to work as it should, I have to figure it out for myself.

I did want to point out one thing here. It is not Dish Networks responsibility to ensure that your home network allows their device to connect to the internet. That is strictly your responsibility as Dish Network has no control over how your modem / router works. This is the same for any service or device you connect to your home network....no matter if it's an Xbox, smart phone, or Dish Network. If your modem or router is not allowing devices to connect to it you need to contact your ISP or the router manufacturer.

 

[Inkosaurus]

As a former CSR for Dish im particularly interested to find out how the conversation that a DVR fee would be waived even came up.

Theres only 1 way to truly get rid of that fee, and thats to not have a DVR.
An agent could technically create a 6$ credit to offset it for a few months but not for ever, and it would need supervisor approval to get done. Eventually it would come back though.
Furthermore this is something a supervisor (especially at the frontline level) would be really reluctant to consider waiving. DVR fees are there for every single customer that has the integrated DVR in there receiver (minus the vip211 guys of course), the only people not paying it for the time being are customers who had the 5xx model series and are being forced to upgrade.
So honestly im interested to see what even makes you think it should be waived when everyone else pays for it lol.

THEN. I was told I would recieve credits on my account for loss of service and already being billed for Blockbuster which I shouldnt have been

Soooo your expecting money back on something that is only partially not working due to something on your end and not dish's end?
The movie pass also grants you access to the dish platinum channels, movies in the mail, games in the mail, online streaming and ofcourse receiver streaming.
Only the receiver portion is malfunctioning, you still have access to everything else for just 10$, the price isnt any lower or higher if you dont get access to one of those due to some unforseen reason (like its not 8$ a month because you cant take advantage of pc streaming).
I understand getting money back for being billed for it when it shouldnt be billed, but getting money back for not having access to one piece of the pie is something else lol.

I also questioned the recording of the phone calls for "quality purposes" She informed me they dont ever record any calls so I could look for no validation there.

Every CSR is recorded 4 times randomly through out the day, no more. no less.
Not one single supervisor call is recorded. If you want a recording of a call you have to record it yourself (this holds true with almost every call center by the way).

She gave me her two superiors names, Mark and James. Her name was Darla. I found out on a follow up call... None of them exist

They probably do exist, but they cant be found with just there names alone most times. Get there Operator ID and Extensions. Front line agents dont have extensions but every supervisor and above does.

THEN. I was told I would recieve credits on my account for loss of service and already being billed for Blockbuster which I shouldnt have been. This was FOUR-4 billing cycles ago. After 5 web chats with cust. serv. and 5 phone calls to support and I have yet to recieve a single credit. EVERY time I call I have to repeat why I should in fact even recieve a credit in the first place and then wait for the rep to decide if he agrees? They Usually say well I can only give you $XX.XX in credits at this time OR He agrees but noone EVER actually applies the credit. What kind of system is that? Basically, Im burnt.

As someone whos been on the otherside of this kind of situation i can tell you more then most likely there are 0 notes on the account backing up what your saying. At that point the agent has to look at your account and use the billing information and upgrade notes and do some detective work to see if your telling the truth. When you work at a job where you take 60+ calls a day and the majority of the people on the other side are either yelling or lying you tend to assume something is shady with every situation. Its nothing against you but giving "Xx.XX$" amount means your story isnt adding up and there giving you prorated amount for what they think is fair.

If Shelly continues to get the same merry-go-round every time DISH is called, then maybe it's not to late to record the call and collect some evidence of DISH incompetence. Then use the recordings for "training purposes" by contacting "Dish Quality" and letting them know about the issue.

Because one sided paintings are always 100% accurate right?

Given any number of situations that happen on a daily basis a recording of a conversation can be used to paint a very different picture then what is actually happening.

What we do know is this member of the forum went through a Dishn it up and went over alot of information with the agent.
Did you know the script for going over the DIU with a customer generally can take 30 seconds to a minute to recite? And thats with the minimum on upgrades.
Want to guess how many people zone out and just agree while hearing all the legal mumbo jumbo? Darn near everyone does.

Honestly the only problem is the blockbuster movie pass credits that are not sticking to the account, and that probably stems from the person doing the upgrade ticking the wrong radio box during the DIU process. Which if everything that the OP says is true is easily fixed by anyone on DIRT, but considering that chat agents didnt do it already i can bet you my bottom dollar the OP is leaving out bits of the story.

 

[Paul Secic]

With apologies ... we get a lot of drive by complaints by "people" who don't come back. Some of these posters have been traced back to those who sell DirecTV or cable.

So you called DISH at 800-823-4929 or another number from their website or printed on your bill or printed on an insert with your bill? Or did you respond to a mailer that came separately from your bill?

There are a lot of resellers out there who send out mailers trying to get some business. The better ones make it obvious that they are not direct sellers of DISH, but some bury their company name in small print on their materials. They make it hard to know you're not dealing with DISH.

There have even been dealers who portray themselves as selling DISH services who attempt to sell DirecTV service to callers. Perhaps they resell both but they certainly are not directly employed by either company.

James is 800-823-4929 the main line?

 

[James Long]

James is 800-823-4929 the main line?

It is the number at the top of DISH's website.