Dish Network...#1 in customer satisfaction claims are completely false. What information do they base this information off of? Notice they do not give any information related to that? They do NOT take care of their customers. I have had nothing but problems with this company from the first second the installation technician stepped foot into my house. Now, amid contract disputes with networks, I have lost programming to one of my favorite stations (NBC) yet again (last time it was FX, Animal Planet), and what do I get in return?
Increased rates yet again. Having been all but fed up with this lame excuse for a company, I decided to contact customer service to discuss my options. Below is the transcript to my conversation with two different Dish Network agents. Note that the first one offered to give us a credit on our monthly bill, and the second one who is supposedly in the loyalty department retracted the offer!!
So everything about this company happens to be about the good ole fashioned bait-and-switch tactic (here's an offer for something, now we'll either change it once you are locked in or altogether take it away). If you try to reason with them in any way, EVERY one of them (almost all based offshores might I add) refers you to this paragraph in the customer agreement you unknowingly are agreeing to when the technician has you sign the installation order (you are not actually given any paperwork).
I. Changes in Services Offered. We may add, delete, rearrange and/or change any and all programming, programming packages and other Services that we offer, as well as the prices and fees related to such programming, programming packages and Services, at any time, including without limitation, during any term commitment period to which you have agreed. If a change affects you, we will notify you of such change and its effective date. In the event that we delete, rearrange or change any programming, programming packages or other Services, we have no obligation to replace or supplement such programming, programming packages or other Services. You are not entitled to any refund because of a deletion, rearrangement or change of any programming, programming packages or other Services.
Really? They can delete ALL programming at any time without limitation and I still have to pay them? I smell a class action lawsuit down the road. Below is a copy of the transcript I had with their customer service department.
Welcome to DISH Network Chat.
Deepa (ID: IPF): Hello Susan!
Deepa (ID: IPF): How may I help you today?
Deepa (ID: IPF): Hi
Susan: Well, my husband and I are curious as to why NBC is no longer broadcasting?
Deepa (ID: IPF): DISH Network and LIN Media are in contract negotiations regarding your local stations. LIN has demanded an outrageous rate increase of over 175% for the continued carriage of your channels. DISH has offered multiple extensions to continue to keep your channels on air, but LIN has refused to negotiate and even come to the phone.
Susan: Why is it that Dish seems to have this trouble? The same thing happened a few months ago and we lost FX for a while. There are a lot of shows on NBC that we DVR and watch, what are we supposed to do in the meantime?
Deepa (ID: IPF): DISH Network was committed to continue airing your local channel(s) for as long as possible during negotiations however LIN has decided to pull your local signal down. We apologize that LIN is putting you in the middle of our negotiations by blocking your local channels.
Deepa (ID: IPF): We will continue to attempt negotiations with LIN and are hopeful we will be able to reach a fair deal.
Susan: It just doesn't make sense, we pay rate increases (like the one we just saw on our last bill) and this keeps happening.
Susan: How much to get out of the remaining months of our contract?
Deepa (ID: IPF): Let me check that for you.
Deepa (ID: IPF): In order to better assist you I will need to access your account. Can you please provide your home telephone number or the 16 digit account number listed on your DISH Network bill statement?
Deepa (ID: IPF): Thank you.
Deepa (ID: IPF): For security purposes, can you please verify the last four digits of the Social Security Number on the account?
Deepa (ID: IPF): Thank you.
Deepa (ID: IPF): The cancellation fee is $280.
Deepa (ID: IPF): The best I can offer you $5 credit for 6 months. Is that fine?
Susan: I mean, not really...this is just ridiculous!
Susan: When is the contract over
Deepa (ID: IPF): The contract will be completed on 06/11/12.
Deepa (ID: IPF): We do have a specialized department. Please be online while I transfer you to our Loyalty department at this time.
Deepa (ID: IPF) has left the session.
Please wait while we find an agent from the (20) Loyalty department to assist you.
Thank you for contacting the Customer Loyalty Helpdesk, I will be handling your request today. Please give me a few minutes to review the agents previous chat so that I can help you with your issue.
Andrea (ID: NPC): Thank you for chatting with Dish Network. My name is Andrea and my operator ID is NPC. Please allow me 2 to 3 minutes to review your account and the notes from the previous agent.
Andrea (ID: NPC): I’m very sorry to hear that you are having an issue. I’d be happy to resolve that for you.
Andrea (ID: NPC): I have reviewed the transcript and I see yo have concerns about the local channel being removed from the channel line up.
Andrea (ID: NPC): As you know, DISH Network works hard to keep programming prices low. For this reason, we are able to offer our customers the lowest prices in the industry. Takedowns are extremely inconvenient and it is never something we want to put our customers in the middle of.
Susan: Yes, I mean, Fox and NBC are really the only channels we watch religiously and now we can't. If I knew Dish were going to be so much trouble, I would have never signed the contract
Andrea (ID: NPC): I do apologize.
Andrea (ID: NPC): At this time we have not been given a time frame of when the channels will be added back.
Susan: What is being done for us who have lost our access to this programming? I really don't think a $5 credit is going to cut it. I don't understand how the programming we signed up for can just be taken away and it isn't a contract violation!
Andrea (ID: NPC): The local channels are $5 for all of them.
Andrea (ID: NPC): In the contract it does state price and programming are subject to change.
Susan: I know what the wording says, but it's hogwash
Andrea (ID: NPC): As for the $5 credit I cannot place that credit on the account due to the fact you are still receiving a new customer offer.
Susan: I will NOT be staying with Dish Network after our contract expires. This is the worst company I have ever dealt with. Also, how can you retract an offer that was given by your previous employee in this conversation? Review the notes.
Andrea (ID: NPC): I have reviewed the notes that he offered this to you.
Andrea (ID: NPC): The agent was not authorized to give that offer.
Susan: I have a transcript I will print of this conversation, and I fully intend on contacting your corporate office to show them the unprofessionalism of this whole situation. Here, let me offer you something and then transfer you to someone completely unhelpful that will then retract the offer I just gave you. Ridiculous!!
Also, do not be fooled by the "concerned" customer service representative canned response from Dish Network pretending to care that will ultimately end up as a reply to this complaint. It is all a bunch of baloney to try to make it seem to you readers like they actually provide an iota of customer service to their customers. If you do email them, they give you another 49 excuses as to how you or the networks are in the wrong (they are perfect angels and never make any mistakes) Please, PLEASE, do yourself, your family, and my conscience a favor and do not sign a contract with this crooked company. You will regret it from day one and hate it every single day of the two years you are stuck with them.