Dish Network Satelite TV Dish Network Did Not Deliver Sherman, Texas

I signed a contract with Dish Network on December 31, 2009. I was promised that I would receive an iPod Shuffle in the mail at that time. I did not receive instructions that I had to actually apply online for that bonus and nothing further was said.

March 28, 2010, I went online to chat with a representative about why I had not yet received the iPod Shuffle. I was told that since I did not apply that I no longe qualify. When I told the representative that I was not told that I had to complete additional steps I got a canned apology and a 'consolation prize offer' of three free Pay-Per-View movie coupons. This is valued at about fifteen dollars, the iPod Shuffle is valued at fifty-nine dollars.

I refused the coupons as this is not a fair offer and countered that if the iPod was no longer available, I will accept a credit to my account that equals the value of the promised iPod. I was met with absolute refusal but was assured that I am getting a great deal on my rates.

I know it's only a small issue, however, this is no way to treat customers. Below is the transcript of the chat. If anyone knows what I can do about this matter please let me know.

Thank you for being a valued DISH Network customer, I will be happy to assist you today.  Please give me a moment to access your account and review the information you have already provided.
(03) Adam Q. VV9: Your patience is greatly appreciated.
(03) Adam Q. VV9: I can answer that, Jimmy.
Jimmy Daffern Jr. : Then answer it please.
(03) Adam Q. VV9: Please give me 2-3 minutes to research this.
(03) Adam Q. VV9: Thank you for your time.
(03) Adam Q. VV9: The iPod Shuffle offer ended on 12/31/09 and the final date to register to receive one was 1/31/10. Customers who qualified and submitted the registration form correctly have all received their iPod at this time.
(03) Adam Q. VV9: If you have not received your iPod, either you did not submit the form correctly and you no longer qualify for the offer.
Jimmy Daffern Jr. : I was never told that I had to go online to register for it and I had signed up for dish network on the day the offer ended. I was told by the agent who signed us up for the service that I would receive it in the mail. This needs to be fixed. Now.
Jimmy Daffern Jr. : I see that Apple lists the iPod Shuffle at $59.00. I will happily take a credit in that amount to my account today.
(03) Adam Q. VV9: Oh, I am sorry to hear that you were not informed about online redemption to get your iPod.
Jimmy Daffern Jr. : This is not good business with new customers.
(03) Adam Q. VV9: I am sorry. I wish I could do that.
(03) Adam Q. VV9: As a valued customer, I will send you three free PPV movie coupons each $4.99!
(03) Adam Q. VV9: Would you like to receive those coupons?
Jimmy Daffern Jr. : So what are you going to do?
Jimmy Daffern Jr. : Coupons? For what, exactly?
(03) Adam Q. VV9: You can three PPV movies free!
Jimmy Daffern Jr. : Valued at?
Jimmy Daffern Jr. : Certainly equal to the value of the iPod!
(03) Adam Q. VV9: I am helpless here.
Jimmy Daffern Jr. : http://store.apple.com/us/browse/home/shop_ipod/family/ipod_shuffle?afid=p219|GOUS&cid=OAS-US-KWG-iPodShuffle-US
(03) Adam Q. VV9: In that case, you need to contact our executive team by calling 1-800-894-9131. Our customer service agent will transfer your call to them.
Jimmy Daffern Jr. : Then get someone on here who is not 'helpless'.
Jimmy Daffern Jr. : Do you not have a supervisor who is not 'helpless'?
Jimmy Daffern Jr. : And for he record, I will not accept three movies, or the value of three movies when that was not what was promised by dish network. DO NOT send coupons.
(03) Adam Q. VV9: As you have missed the iPod, I have offered three free movie coupons.
(03) Adam Q. VV9: Let me check with my Supervisor.
(03) Adam Q. VV9: Please be online while I transfer the chat to my Supervisor.
(Admin03) Don J has entered the session.
(03) Adam Q. VV9 has left the session.
(Admin03) Don J: Hi, this is Don, the floor supervisor. Please give me 2-3 minutes to access your account and review the information you have already provided.
(Admin03) Don J: Thank you.
(Admin03) Don J: I'm really sorry that you were not aware of submitting the form redemption online to request for the iPod.
Jimmy Daffern Jr. : I wasn't aware because I wasn't told. I do have the name of the agent who signed us up.
Jimmy Daffern Jr. : And since I was not told, this is dish network's responsibility to make it right.
Jimmy Daffern Jr. : Morally and legally.
(Admin03) Don J: I'm really sorry about that. If you had contacted us regarding even after activation, you would still have received the iPod.
(Admin03) Don J: Unfortunately, we would not be able to request for the iPod now.
(Admin03) Don J: The final date to register to receive one was 1/31/10.
Jimmy Daffern Jr. : Then you will happily credit my account for the value of the iPod. Apple lists them starting at $59.00. Thank you for immediately crediting my account for that amount. I appreciate you being willing to do what is right in this situation and avoiding Dish Network being listed on RipOffReport.com for this incident.
Jimmy Daffern Jr. : http://store.apple.com/us/browse/home/shop_ipod/family/ipod_shuffle?afid=p219|GOUS&cid=OAS-US-KWG-iPodShuffle-US
(Admin03) Don J: I'm sorry, we would not be able to process the credit on your account.
(Admin03) Don J: You still got the best deal in the market.
Jimmy Daffern Jr. : Able you are, willing you are not. Please tell me what you ARE willing to do to make this situation right.
(Admin03) Don J: You have the best programming at the best pricing available.
Jimmy Daffern Jr. : What I got was lied to, you call that a 'best deal'? Surely you jest.
Jimmy Daffern Jr. : Able you are, willing you are not. Please tell me what you ARE willing to do to make this situation right.
(Admin03) Don J: You get $ 15.00 credits for 12 months ( A total of $ 180.00 in credits) , HBO/Showtime free for first three months ($ 66.00 worth).
(Admin03) Don J: You are indeed receiving the best deal available now.
Jimmy Daffern Jr. : But that does not complete the original agreement. WHAT ARE YOU WILLING TO DO TO MAKE THIS SITUATION RIGHT?
(Admin03) Don J: I'm really sorry, we would not be able to request for the iPod or process the equivalent credits on your account.
(Admin03) Don J: If there was any way possible to do so, I would have done that already.
(Admin03) Don J: What else can I assist you with?
Jimmy Daffern Jr. : You have stated that. The question was repeated several times, what are you willing to do to make the situation right. Legally, if Dish Network is unwilling to make the situation right, thereby not fulfilling it's end of the bargain, then I am also not bound by the contract any longer. I will pursue this issue if Dish Network so chooses. Will you do what is right or will I be forced to pursue the issue futher?
(Admin03) Don J: I wish we could process the credits for the equivalent amount. Unfortunately, we would be able to.
Jimmy Daffern Jr. : "we would be able to". GREAT! Now at least you have decided to do the right thing, and I can print this chat. Will the credit be immediate or will it take 72 hours to process?
(Admin03) Don J: ** Unfortunately, we would be not able to.
(Admin03) Don J: I'm sorry for the typo.
Jimmy Daffern Jr. : That is not what you just said. Fortunately for me, you are legally bound by what you put in writing.
Jimmy Daffern Jr. : Now, on to your supervisor.
(Admin03) Don J: I'm the floor supervisor available.
Jimmy Daffern Jr. : You answer to someone.
Jimmy Daffern Jr. : Or are you stating that you are the final authority?
(Admin03) Don J: I'm sorry, my supervisor is not available on chats.
Jimmy Daffern Jr. : This chat will be posted on RipOffReport.com as well so that people can see how Dish Network treats it's customers.
Jimmy Daffern Jr. : So you ARE the final authority? I have no other options?
(Admin03) Don J: You may reach our Executive team at 1-800-3894-9131. They are not available on chat.
Jimmy Daffern Jr. : And they have more authority than you?
(Admin03) Don J: Yes, they do.
Jimmy Daffern Jr. : Goodbye.
(Admin03) Don J: ** I'm sorry, the number is 1-800-894-9131.
(Admin03) Don J: Thank you for being a DISH Network customer, have a great day.
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