- Report: #259995
Report - Rebuttal - Arbitrate
Complaint Review: DISH Network
DISH Networkdishnetwork.com Internet U.S.A.
DISH Network DHPP (DISH Home Protection Plan) useless; they'll still try to charge $99 for service call Ripoff Nationwide Internet
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In June 2006, I began the process to purchase this house. I had a home inspection done. The method used to mount the dish was causing moisture damage to the roof. The home inspector recommended that the dish be removed from the roof as soon as possible.
I lined up a service call to have the dish moved, but I was stunned that DISH Network was going to charge me $99 for the visit. Wasn't it their installation incompetence that necessitated the dish being moved? I was told I had had only three months get a free service call if I wasn't satisfied. It was now six months later. I reiterated that their equipment and an installation that they did have a record of was the cause of this damage to the house. The support agent suggested I could file a damage claim, but she then backtracked when she found that the 'statute of limitations' had expired. I argued that I was going to have to take the DISH down one way or another, and that if I was going to do it myself, I certainly would not be a DISH Network subscriber any longer. It was a royal pain and a half-hour of my time, but I managed to get a credit of $49.50 for the $99 service call.
As soon as the technician came out a few days later, he was almost certain I simply couldn't use a DISH Network dish. Utilizing just a 34-degree angle to grab the satellite feed, a DISH system often cannot be installed where there are a lot of tall trees. The technician said that neither he nor anyone else he knew would ever have installed the dish jutting out of the roof as mine did; it wouldn't be permissible. There was nowhere else the dish could go. And he didn't even want to be responsible for further roof damage by removing the dish for me.
He let me watch him write out his report. He wrote clearly that I had no line of sight and should be let out of my contract. He also said that there should be NO CHARGE for this visit because he could not perform any work. He told me to wait until the following Monday to cancel my service, as his notes would have been in the computer system by then.
Just prior to the technician's arrival, I had a chat session with DISH agent who confirmed that I ought to be paying just $29 for the service call because I had been unde the DISH Home Protection Plan (DHPP). Once again, for the googlesphere, DHPP is supposed to provide you with $29 service calls. It doesn't. DISH Networks DISH Home Protection Plan is a load of crap.
So, I'm writing this because I have found that I am still being charged $49.50 for a service call that should have either been completely free or $29 at most. I spent 20 minutes arguing with a DISH Network underling who had no power to make the situation right, and in the mean time, my poor dog got rid of some diarrhea on the floor, because I just kept telling him to hold on another minute or so.
I'll paste here a transcript of my chat with 'Raynold A'. I was frustrated from the start, because I had already spent so much time dealing with DISH Network personnel. (I skipped over my 25-minute chat with 'Lyndee' (F6N), who had tried in vain to keep me from breaking my contract, which I was perfectly entitled to break given the lack of a suitable installation location for the equipment. Apparently, the technician's notes never made it back to the DISH Network computer system).
You have been connected to (04)Raynold A.
(04)Raynold A: Thank you for choosing Dish Network Chat Support, How may I assist you today?
Me: I had to cancel my DISH back on 7/2. I should have only been charged $29 for 6-30 service call, but then I should have been charged $0 because the 6-30 service call resulted in no work being perfomed, because the dish could not be installed in viable location
Me: I have a $19.21 final bill, but I should actually have a credit
Me: 6-30 chat session prior to service call verified that service call should only be $29 due to my DHPP
(04)Raynold A: I am sorry for the inconvenience.
(04)Raynold A: Please give me two minutes.
Me: and technician verified that there should be no charge because he could not perform any work
(04)Raynold A: I see there is a charge for installation as on 06-30-2007.
Me: yes, nothing was installed, and i don't understand why no one at DISH seems to receive the technician's notes that say that nothing was installed
(04)Raynold A: I am sorry, you would need to call 1-800-333-3474 to get the information.
Me: no, this is utterly unacceptable
Me: i will not be on hold for another 30 minutes waiting for your staff
Me: have a supervisor call me right now and take care of this
Me: i have been screwed over by dish for long enough
(04)Raynold A: I am sorry for the inconvenience.
Me: no, i don't think so
(04)Raynold A: I see that this is a valid charge which cannot be taken off.
Me: seriously, get me a supervisor immediately or else i will share this entire mess with the better business bureau and anyone else i can think of
Me: no' i was under the protection plan, so all service calls should have been $29
Me: simple as that
Me: go back to your supervisor and check
Me: raynold, this is complete nonsense and you know it
Me: the service call should be $29
Me: and it should really be nothing because nothing was done and the technician documented this. do you not have access to records of the technician' visit?
Me: or are you just stonewalling me because you are not allowed to credit me any money?
Me: I have put up with enough
Me: you can erase a line from my account, i realize
Me: 6-25 Installation - Adjustment
Me: You have the power to give Adjustments.
Me: Look, my dog is about to relieve himself on my carpet. I have to go in three minutes. Fix this matter now.
(04)Raynold A: I am sorry, there is already a credit given for services call.
Me: not the proper credit
(04)Raynold A: I wish I could give you the credits.
Me: the purpose of the dish home protection plan (DHPP) is to provide service calls at $29
Me: I had that plan
Me: My service call should have been $29
Me: what is the problem?
(04)Raynold A: You where already informed about the charges.
Me: I was informed INCORRECTLY
Me: YOU GUYS ERRED
Me: YOU GUYS MADE THE MISTAKE
Me: YOU ARE BLAMING ME?
(04)Raynold A: I am sorry if you fell that way..
Me: It is not a feeling
Me: You are blaming me for an incorrect charge by your company
Me: Simple as that
Me: You are arguing that you cant correct the charge because the charge was already made
(04)Raynold A: I am sorry if you feel that way!
Me: Goodbye. Look for this chat on Google in a few days.
Durham, North Carolina
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This report was posted on Ripoff Report on 07/10/2007 05:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/DISH-Network/internet/DISH-Network-DHPP-DISH-Home-Protection-Plan-useless-theyll-still-try-to-charge-99-for-259995. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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