So I've been with dish network for a while and every time i returned an equipment I was never charged to return it. Couple months ago I decide to cancel my service since I had to leave over seas. Luckily my contract was over way back so I didn't have any cancellation fees.
They sent me a shipping box, if i use it i will be charged 17$. I called in to see why this time I would be charged for it. I had to speak to their Executive customer service (from my understanding that is the highest authority they got for customer service).
My issue was why should I pay a returning shipping charge and I was not informed or i didnt have a disclaimer in regard to this when I first signed up for service. The customer service said "well its available online". I'm not a person that sit online looking for disclaimers when no one even mentioned to me its available online. I consider this hidden fees since the guy who signed me up with the service did not mention it to me.
Then he admits and said there is a confusion, ok if there is a confusion between a "trained staff" and customers. Why the customer have to take responsibility of a mal-trained staff and pay for it.
Then he mentioned that they are an uphold business guideline and it's a valid fee, well if this is true, when i mentioned that in the past Ive return equipments without getting charged for them. His response was" we have exceptions with our customers" which implies to me that since i canceled my service i'm not a loyal customer anymore and all what I invested in this company for years means nothing to them.... No Loyalty, No fair treatment.
I don't mind returning the equipment I don't need it and I have no use to add junk in my house. But why should I pay for something that was not disclaimed to me at the beginning.
A "Sorry" isn't solving my issue here.
He kept apologizing and said "sorry on how you feel". it's not how I feel I'm stating facts here I don't need emotional support here. I need a customer support that take action of their mal-trained staff.