I haven’t had a good rant in awhile, so please bear with me… Last night I was going through our mail getting caught up with everything that had come in since the move when I ran across the bill for our Dish Network TV Service. As it turns out, Dish requires that you pay a $49.99 installation fee, and then they credit it back to you on your first bill. Seems like an awkward arrangement, but it’s not hard to guess why they do it that way…
Not surprisingly, we didn’t receive the $49.99 credit that we were promised. Naturally, I was a bit ticked off by this, so I gave them a call at 1-800-333-DISH to find out their side of the story. I was informed that this credit is only available to those who sign up for an 18 month commitment. I knew this, which is part of the reason that we opted for the long term commitment (the 18 month commitment also entitles you to the Dish Home Protection Plan for the term of your agreement at no charge). But according to them, we hadn’t. The funny thing is that I’m looking at the contract right now, and they’re just plain wrong
When I tried to explain this to the CSR, she said “Well sir, there’s nothing I can do to help you. You’ll have to contact the retailer that bought our service from.” I responded that it wasn’t my problem — clearly there was a screwup between the retailer and Dish. Why should I have to sort it out? Her response was to simply repeat what she had already said. I then reminded her that I was well within the 30 day satisfaction guarantee (and not actually under contract, according to their records), and was thus free to cancel if they tried to play games. Guess what? Sbahe actually offered to cancel my service.
At that point I asked to speak to a supervisor. The CSR asked why, and I replied that I wasn’t happy with the service that she was providing. She then tried to repeat the same old song and dance, but I cut across her and insisted that I be allowed to speak to a supervisor. When I finally got transferred, the supervisor wasn’t much better… There’s nothing we can do, call the retailer, etc. When I pressed her on why they couldn’t simply straighten it out themselves, she replied that we’ve only had the service for seven days, so they hadn’t received any information from the retailer and didn’t know who to call. Huh? We just GOT A BILL. How could they bill us if they hadn’t received any information from the retailer? At that point she backtracked, stated that they can’t make outgoing calls from their call center, and then offered me a $10 credit for my trouble.
So there you have it. The TV service has been great. The customer service, not so much. And now I get to call the retailer in the morning and try to get this straightened out. To be honest, this whole episode has me questioning whether or not I want the installation fee credited back to me… Maybe I’d be better off paying for the installation and retaining flexibility when it comes to dealing with them, as opposed to signing a long term agreement.
As an aside, it was far more difficult to get them to offer me any sort of ‘reparations’ (the $10 credit) than is typical for other companies under similar circumstances. This was also just the second time in my life when a CSR jumped at the chance to cancel my account — the other time was a problem that I was having with our Discover Card. When I pushed the CSR to straighten out the problems, she suggested that I might want to close my account instead. So I did. But not before I spoke to a supervisor about the way I had been treated.
Anyway, that’s the end of my rant.
For more information on moving, check out my Roadmap for a Successful Relocation.