• Report: #697096

Complaint Review: Dish Network

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  • Submitted: Fri, February 18, 2011
  • Updated: Fri, February 18, 2011

  • Reported By: kody — College Station Texas United States of America
Dish Network
Engelwood, Colorado United States of America

Dish Network Dish Networks service is Horrible! look at these chat transcripts! Engelwood, Colorado

*Author of original report: Dish network rebutal to mrs barned

*Consumer Comment: good luck

*UPDATE Employee: Tech fee

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After getting the run around from the first two people I talked to, I spoke with "cory". Here is the transcript in its entirety. Please be aware that if THEY are the ones at fault YOU still have to pay for it. It doesn't matter if THEY installed faulty equipment and your channel changes on its own, they want you to pay $95 for them to fix there own mistake. Otherwise they will not help you. Here is the transcript in its entirety.
Please wait while we find an agent from the (11) ERT Int Xfer department to assist you. All agents are currently busy. Please stand by. An agent will be with you in a moment. Thank you for your patience. The next available Agent will be with you in a moment. All agents are currently busy. Please stand by. You have been connected to Cory (ID: L6F). Cory (ID: L6F): Thank you for Chatting with DISH Networks Executive Resolution Team. In case you need it in the future my phone number is (((REDACTED)))<a href=” http://www.ripoffreport.com/WhyEdited.aspx “>CLICK here to see why Rip-off Report,  as a matter of policy,   deleted either a phone number,  link or e-mail address from this Report.</a>. Please give me 1-2 minutes to access your account and review your transcript with the previous agent.
kody : All I want is for you to provide television without the channels changing on there own. I have tried your methods to fix this, it still does it. To fix this you tried to charge me $95, twice, before saying you would try to resolve the problem by sending me a new box. I don't know how to hook those up and don't feel I should have to. I never signed up to do any installations. I just want my TV to work like its supposed to.
Cory (ID: L6F): I am sorry to hear that you are having issues.
Cory (ID: L6F): can you explain to me what you mean by the channels changing by themselves?
kody : well I researched this and for most people the problem is that they are on the same frequency with one of there neighbors or something. this is not the case here. The channels change on there own, twice every hour, at :03 and at :33 ( so like at 8:33, 6:03. 5:33) I've tried resetting the box, and doing what your support team instructed me to do, but it still does it. Cory (ID: L6F): ok.
 Cory (ID: L6F): I am sorry that this is happening to you.
Cory (ID: L6F): What would you like me to do for you?
kody : Please send someone to install a new box or somehow stop it from changing channels on its own. I wouldn't care if I were in the same room to change it back but I am in a different room then the TV (using a splitter you installed instead of installing a remote in my bedroom) so I have to get out of bed every time it changes to change it back. I do not understand how boxes connect to TV's or anything like that so just sending a box would get me nowhere.
Cory (ID: L6F): I can do that, but there will be a fee to do so/ kody morse: why should I be charged a fee to fix defective equipment you gave me?
kody : your the ones who messed up here, I don't know why I'm being charged
Cory (ID: L6F): it is the expense involve in sending some one out.
kody : I understand that, but that expense should not be on me when all I am asking is for you to provide the service you agreed to provide me.
Cory (ID: L6F): the service plan, had you chosen to keep it, would have reduced that fee to $15.
kody : I shouldn't even be charged that. you are the ones who gave me defective equipment.
Cory (ID: L6F): I can add the service plan back on to your account, you must keep for 5 months, and the tech visit would be free.
kody : I do not want to pay for any extra service. unless the service plan is free, I do not want it. I just want my TV to work like its supposed to.
Cory (ID: L6F): I am sorry then, there is nothing else I can help you with. kody morse: so you won't provide the basic service you agreed to provide me with?
kody : you won't fix my defective equipment?
Cory (ID: L6F): you are not wanting to pay for a tech visit, Your session has ended. You may now close this window.

I laughed out loud when i saw this commercial. http://www.youtube.com/watch?v=GueIeauPfOg "if you do have a problem, you expect it to be handled quickly, preferably in person"- from the CEO himself. NOT UNLESS YOUR WILL TO PAY FOR IT THOUGH! (they dont tell you that part in the commercial).
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 02/18/2011 12:33 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dish-Network/Engelwood-Colorado-77845/Dish-Network-Dish-Networks-service-is-Horrible-look-at-these-chat-transcripts-Engelwood-697096. 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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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Dish network rebutal to mrs barned

AUTHOR: kodymorse - (United States of America)

This a portion of an email i have sent her. i will let everyone know things turn out. Maybe dish will do the right thing, but im not going to get my hopes up.

Dear Mrs Barned,

Thank you for responding to my report at:
http://www.ripoffreport.com/tv-news-satiations/dish-network/dish-network-dish-networks-se-899e5.htm

It has been very stressful trying to resolve this. All i wanted is my tv to work like normal. I have tried everything your representatives have suggested and have changed the frequency of the signals, reseted the box, etc as well as done everything the internet suggested. After the way your representatives talked to me and refused to help after explaining the situation, it is clear your company does not care about its customers. All i asked was for someone to come fix the defective equipment that you installed, but that was too much to ask. I never agreed anywhere in the contract to do any installations and wouldn't know how to set up a box anyway so sending me a new box would do nothing for me.

In the past when i paid you $15 to come set up the third tv in my bedroom, instead of setting it up with a remote the tech only put a splitter on it so i can only watch what is playing in the family room. I would like out of my contract, and am prepared to go through whatever measures are necessary to accomplish this. I do not want to go to court, but i will be just as persistent, relentless, and ruthless as you have been to me, and if that is necessary that is what i will do. I gave you many opportunities to resolve this, and even said during the chats "here is your opportunity to resolve this" and you still refused to help when all i wanted was for my tv to work like normal. If you wont provide the service as your supposed to and have refused to resolve the situation, I am confident a judge will agree that i would not be liable on my end of the contract.

On your commercial below:
http://www.youtube.com/watch?v=GueIeauPfOg

your CEO says"customer service is one of those things you notice, when your not getting it. You expect your shows to be there when you turn on your tv, and if you do have a problem, you expect it to be handled quickly, preferably in person."

You say one thing and practice another. I will not put up with abusive companies who try to take advantage of me. I dont want anymore half baked apologies, i just want out of my contract and to go back to cable where at the very least they would help me out if they were the ones who made a mistake. - kody morse
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#2 Consumer Comment

good luck

AUTHOR: david baitandswitched - (United States of America)

The only time that they give great service is when they are signing your up for the two year contract, after that you are on your own.  We subscribers come to realize quickly why they lock us in for two years, because we would never stay on our own.  I think it stinks that they believe this is the way to treat their customers, and I am not surprised at all that they hung up on you, I think that is may be their protocol.  Your states  attorney general would be interested to hear how they are treating you, and their lack of service, and the fact that they disconnect you before any type of resolution.  They may be your only hope, but the satellite companies are aloud to operate only at a states discretion.  If there are enough complaints then a state can kick them out.  Complain online, it will be short and quick, and if nothing else they will have yet another strike against them.  Most likely though they will be quick to try to fix the problem that they should have fixed in the first place.
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#3 UPDATE Employee

Tech fee

AUTHOR: BeckiB@Dish Network - (USA)

Hello Kody, I am sorry about the technical problems that you have been having. Sometimes this can happen for a variety of reasons. I would be happy to take a look into your issue, and see what we can do if we determine that a technician is definitely needed. You can reach me at becki.barned@dishnetwork.com.

Becki Barned
DISH Network Customer Service
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