I wrote last month about a minor customer service snag that we ran into when we had our Dish Network service connected. The problem was that the installation fee ($49.99) was supposed to be credited back to us on our first bill, but it wasn’t. Well, this small problem has now turned into a huge annoyance.
Before we get rolling, I just want to say that this is a bit ranty. But everyone needs a good rant now and then.
Okay, for a quick recap, I called customer service way back when I received the bill without the $50 credit. After getting the runaround from the CSR, I finally got to a supervisor who couldn’t do anything but apologize and say that they couldn’t give me the rebate since they had no record of me having signed an eighteen month commitment (required for the ‘free’ installation).
She insisted that I needed to call the reseller and have them re-send the contract. I objected, as this problem is clearly between the Dish and the reseller — why should I have to fix it? When I got no further (other than a $10 account credit) I hung up and called the reseller. He said that it’s not uncommon for Dish to lose the paperwork, and that he would just send it again.
A couple of weeks later I checked online and saw that they still hadn’t credited me, so I e-mailed them about it (I really didn’t want to sit on hold again). When I didn’t hear back from them for a week (not even an acknowledgment that they had received my initial query) I called them — again. This time the CSR that I spoke to said that there was a notation on my account that my e-mail had been received and forwarded to the Promotions Department, and that I should be hearing back soon. So the next morning I called the reseller to see what he could do. He said that he would go ahead and call the Retail Customer Service line to get things straightened out. That was a week ago. When I logged last night to see if things had been sorted out I found that we were still credit-less. So I called (AGAIN!).
This time I waited on hold for about five minutes before I spoke to a CSR that said she was going to put me on hold so she could check on things. That was the last I heard from her. No, she didn’t hang up. She just put me on eternal hold. After about 10-12 minutes, I grabbed my cell phone and called (AGAIN!!!), but I left the original call on speaker just to see if the CSR would ever come back (she didn’t). This time I immediately asked the CSR for a supervisor, and was promptly (well, not really promptly — it took about 20 minutes for it all to unfold) told that they had no record of my 18 month committment, and that there was nothing that they could do.
She then tried to bluff me by asking whether or not I had a copy of the contract. The installer doesn’t leave one with you, so she was expecting me to say no, which would give her an easy out. As it turns out, I DO have a copy of the contract — the reseller faxed it to me. When I told her this and asked for her fax number so I could send it to her, she blanched — I caught her totally offguard and she had no idea what to say. After stumbling around for a bit, she said that the reseller had to contact Retail Customer Service to straighten this out.
So, finally, I called the reseller (A-G-A-I-N!!!) and left a message… In short, I told him that I’m done dealing with this. Either I receive $49.99 (either from Dish or from him, I don’t really care) or I’ll be contacting both the Better Business Bureau and the State Attorney General’s Office. Yes, I know that $49.99 isn’t really worth all this trouble. And yes, I do realize that I could just cancel my service (after all, they keep telling me that they have no record of my 18 month commitment). But I’m pissed, and I’m on a crusade. I’ve already looked up the contact info for the AG’s office, and I have the Better Business Bureau website bookmarked.
So here’s my advice: If you’re looking for satellite TV service,
Hmmm… It appears that people are having similar troubles with DirecTV customer service, as well.
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