• Report: #288432

Complaint Review: Dish Network

  • Submitted: Sun, December 02, 2007
  • Updated: Sun, January 24, 2010

  • Reported By:Buffalo New York
Dish Network
dishnetwork.com Palatine, Illinois U.S.A.

Dish Network Mishleading, Failure to disclose information, won't let me out of a signed contract, which I did not sign Palatine Illinois

*Consumer Suggestion: Typical employee tripe.

*UPDATE EX-employee responds: the disclousers are after the cc info is given

*UPDATE EX-employee responds: the disclousers are after the cc info is given

*Consumer Comment: they lied to me also

*General Comment: To the employee of the dish network

*UPDATE Employee: Noweebles

*Consumer Comment: ways to avoid dish network charging your cc for unauthorized charges

*UPDATE Employee: Fees, Pt. 2

*Consumer Suggestion: Contract

*UPDATE Employee: Fees

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On 11/25/07 ( Sunday)I contacted Direct TV concerning HD programming, as we just bought a new HD telelvision. I was one click away from switching to Direct, when I decided to see what Dish network had to offer. i have been with Dish Network for app 10 years and for some reason thought I should be loyal to them.

When I talked to an account specialist she told me that they were running a promo for 6 months free HD programming and after teh 6 months it would be 20/month. She told me that since I had been a Dish customer for a length of time that I was entitled to a either a free HD or HD/DVR receiver, w hich are normally $149. They would waive the $49 and then I would get a rebate for the $100 that was paid by my credit card. We set up installation for 2 days later.

I stressed to the girl that I needed my local channels, which I currently have, and when asked if my bill would remain at the 39.99/month charge for 6 months and then go to 59/month, she agreed.She also said she would mail me my rebate form.

(Tuesday) Upon installation we ran into several ridiculous problems/ omissions on Dish Networks part. First we were never told that a 2nd satellite needed to be installed, and we were never told that our local's were not available in HD in this area. Also the tech did not have the HDMI cables that were supposed to come with installation.

Immediately I called Dish and got some chic in the Philipines, who could not speak english and was impossible to under stand. When I started talking about no locals she claimed that they did not have to disclose this information unless I had asked specifically!! What a way to do business. She also told me that they did not need to provide the HDMI cables with installation!! When i asked to be connected to her supervisor she became very rude and refused to put me through. When I asked the number to call to work out the problem with the HDMI cables ( they were out of stock??) she gave me my own phone number. when I asked to be connected to someone in the United States, she disconnected me.

the next day ( Wednesday)I tried to contact Dish again and basically got the same ridiculous answers... They do not need to disclose this information unless they are specifically asked.The main reason we went with a HD receiver was so that we could receive our local channels in HD.

At this time I told them that I wished to cancell my contract and she said that I would need to pay a $240 cancellation fee. I said that I refused to pay this amount and she threatened me by saying that they had my credit card number and would get the money either way. When I said that I had not received the rebate form for $100 she said that it was not an actual rebate, but rather a $10/month credit for 10 months!! I stated that I had never heard of such a rebate, to me the money should be credited back to my charge account after I filled int he form and submitted it. We could reach no resolve on these issues.

On Thursday I was finally able to talk to a member of the Excutive Resolution Team and still no resolve. Their main answer is that I signed a contract ( which I never did !!) and that there is no "grace period' on their contracts as it does nto apply to their type of business. When I asked for an explanation of my first bill I learned that there was a 5/month programming access fee as my receiver is not hooked up to a phone line and that there is also a 5.98/month fee for the DVR service, which I was Never informed of.... shams and lies all through and through. Therefore my 39.99/month service is now up to 51/month.

Supposedly the Executive is going to get copies of the contract and no way, no how will they let me out of it.... They will send boxes for me to return their precious equipment to them.... but that is all they will do, they have threatned my credit card. I need help to resolve this, as I do not like doing business with a company that is not upfront with all the charges and fees.

Jennifer
Buffalo, New York
U.S.A.

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This report was posted on Ripoff Report on 12/02/2007 05:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dish-Network/Palatine-Illinois/Dish-Network-Mishleading-Failure-to-disclose-information-wont-let-me-out-of-a-signed-co-288432. 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:
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Updates & Rebuttals

#1 Consumer Suggestion

Typical employee tripe.

AUTHOR: Robert - (USA)

"the discloures about the commitment, about the tv2 connection fee, and the dvr service fee are read only after the customer has given their credit card information. "

VERY TELLING!  Here's an idea;  Why not read the disclosures BEFORE the customer (to be) gives credit card information?

I KNOW why, but let's see what tripe the employee will post.

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#2 UPDATE EX-employee responds

the disclousers are after the cc info is given

AUTHOR: anonymous - (United States of America)

When upgradeing ones service the discloures about the commitment, about the tv2 connection fee, and the dvr service fee are read only after the customer has given their credit card information. The customer must then agree before the work order can be completely created.  Dish Network does not tolerate an agent not reading the disclousers.  That does not mean the agent did read them though.  The work order that the installer has the customer sign also has a copy of the agreement (contract) on it.  While I was not on the sales side of Dish network, I have done my share of upgrades for customers.  The $100.00 "rebate" does not sound in line with Dish Network policies.  I have seen customers offered $10.00 off for 10 months = $100.00.  It sounds in all honesty that you where a victim of a bad or irresponsable agent. 

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#3 UPDATE EX-employee responds

the disclousers are after the cc info is given

AUTHOR: anonymous - (United States of America)

When upgradeing ones service the discloures about the commitment, about the tv2 connection fee, and the dvr service fee are read only after the customer has given their credit card information. The customer must then agree before the work order can be completely created.  Dish Network does not tolerate an agent not reading the disclousers.  That does not mean the agent did read them though.  The work order that the installer has the customer sign also has a copy of the agreement (contract) on it.  While I was not on the sales side of Dish network, I have done my share of upgrades for customers.  The $100.00 "rebate" does not sound in line with Dish Network policies.  I have seen customers offered $10.00 off for 10 months = $100.00.  It sounds in all honesty that you where a victim of a bad or irresponsable agent. 

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#4 Consumer Comment

they lied to me also

AUTHOR: boone315 - (USA)

I have no problem with Dish Network except for two things.  The salesman lied to me about being able to receive local channels(I can't, I live in the one area of the country where the locals refuse to allow the satellite companies access to their networks)  and they said I would be able to get the YES network, I can't,  when I called to complain, they apologized but said they were not responsible for what their salesmen tells us(figure that one out)  I thought about sending it back but decided to keep it
Also the installer did not bury the outside wires or cover the connection into the house, after one summer of having to have to move the line everytime I mowed my lawn, I buried them myself but cannot cover the splitter because they used my old primestar box on the outside of the house and he broke the cover off and took it with him for some reason    
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#5 General Comment

To the employee of the dish network

AUTHOR: techi - (United States of America)

First of all, what kind of company has no grace periods on their contracts? to me it sounds like they want to trap people into the contracts and make money on services not rendered when people leave. Come on seriously, you guys are screwing people. You are saying that you dont have to tell people that some people may not get hd local channels, by the time customers realize they cant get certain part of your service, its too late, they are in a contract and would have to pay cancelation fee to get out of it. you guys should be sued for this. This is a perfect scam, and you are sitting here trying to justify your company's actions.
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#6 UPDATE Employee

Noweebles

AUTHOR: Mattfast1 - (U.S.A.)

You do realize that filing a lost/stolen credit card report with your credit card issuer, just to try to get out of fees you legally agreed to in order to get an HD receiver could be considered fraud, right? Also, if you do not pay such fees, and Dish Network cannot charge your card (as you agreed they do if you do not return equipment or pay for services), your account would be turned over to collections. Who's going to give you any sort of credit with an active collection entered on your credit report? I had a friend once whose wife left him in bankruptcy, and he had trouble getting a bank account, let alone a credit card.

Also, do you have a problem with those who speak English as a second language? I know several people who speak various languages as their first language from German to Japanese to even Farsi - and I've never had any problems understanding them. Just because someone has an unfamiliar accent does not mean they don't comprehend what you are saying.

For the record, Dish Network always charges accounts correctly for the fees set down by the company and disclosed in our Residential Service Agreement. I've already provided the address to that agreement in an earlier rebuttal. As for the lying, I can't speak for other agents - but I have never lied to a customer, either here or anywhere else I have been employed. If you were lied to, well, since we're all QA'd randomly, that agent will be caught in their lies and disciplined - lying is an offense that is considered non-negotiable, and is grounds for termination.
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#7 Consumer Comment

ways to avoid dish network charging your cc for unauthorized charges

AUTHOR: Noweebles - (U.S.A.)

Ask for a replacement credit card with new number from your credit card company. Or, if you have to, file for a new one because immediately after you lose or have your card stolen. Once you receive a new credit card, it will be a different number and account, and they will be unable to charge your credit card. This will not resolve the issue with them totally, but will keep them from taking YOUR money, without having the authorization to do so.

If they have already charged you, dispute it. Dispute it with your bank if it is a debit card.
Good luck, I know how frustrating it is. I have learned from experience that this company will lie, and charge you fees they should not, and use customer service employees who obviously are speaking English as their second or third language.
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#8 UPDATE Employee

Fees, Pt. 2

AUTHOR: Mattfast1 - (U.S.A.)

The fees are all listed, in section 2e of the residential service agreement (read it all at http://www.dishnetwork.com/content/about_us/residential_customer_agreement/index.shtml).

The first paragraph of the Dish Network Residential Customer Agreement states, and I quote directly from the text as it appears today, January 5, 2008 and has appeared in every copy of the residential agreement provided with every DISH Network system since the foundation of the service: "YOUR ACTIVATION OF A DISH NETWORK ACCOUNT AND RECEIPT OF DISH NETWORK SERVICES SHALL CONSTITUTE YOUR ACCEPTANCE OF THIS AGREEMENT AND ITS TERMS AND CONDITIONS WILL BE LEGALLY BINDING UPON YOU".

If you have ever had DISH Network service, you have accepted this document. Most of the calls I field (well, non-technical calls, anyway) are problems that have arose from people not reading the contract.
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#9 Consumer Suggestion

Contract

AUTHOR: Teresa - (U.S.A.)

I wouldn't pay until they supplied me with a copy of the signed contract. If you didn't sign it, they cannot provide it, and without it they cannot old you to it. Information about fee's, contracts, and services that you should know are not always disclosed in advance of your commitment. You cannot trust Dish Network to tell you the truth. I have been lied to, hung up on, customer service is extremely rude and unprofessional. Any company that will allow this type behavior by their employees could not have much pride in the quality of their service or their work.
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#10 UPDATE Employee

Fees

AUTHOR: Mattfast1 - (U.S.A.)

The fees, as well as the commitment period, are all given upfront, before our system even asks us to take a credit card. You have to agree to all the terms and conditions of the upgrade offer verbally before you willingly give up your credit card info. Yes, it is true that we don't have to disclose whether your local channels are available in HD unless you specifically ask, but all the other fees were disclosed before you ever made a payment or scheduled a technician to install the system.
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