Inlaws install question

[pfan1981]

Most of you may already know about my headache of getting the inlaws hooked up on DISH vs. charter cable. Here is the basics.

1. inlaws call a dish retailer (off flier in mail) and get AT200, platinum HD, 2 722s (both for "free") with a monthly bill of $66/mo.

2. guy comes to do install and can't do it because no one called DiggersHotline (see my other thread) and father in law won't have it on roof.

3. Standstill for about a week, called DISH (directly) to get the ball rolling again, but make sure we have the same "deal" with the 2 722s for free. Confirmed multiple time with multiple people

4. Dish came wednesday and the installer did not have 2 722s on his order. He had a 722, 612, and 211k. Called HQ and THEY confirmed 2 722s, so the installer realizes there's been a mistake. However, the convince my motherinlaw to continue with the receivers he has.

5. So now, they have three receivers and the monthly bill is 79/mo.


My big question is who is at fault here??? I called DISH and they refused to give the inlaws the 2 722s even though they were forced into this monthly bill and receiver set up. Asked to talk to a supervisor and then he was useless, so we are awaiting the call from the "manager". We confirmed the "deal" multiple times with multiple people, but now there is no record of it?........hmmmm.

What do you suggest as a course of action? Any thoughts are greatly appreciated as always.

Thanks,

Pfan

 

[Jeff0575]

Complain to ceo@echostar.com

 

[Skibum]

However, the convince my motherinlaw to continue with the receivers he has.

This is where you probably lost all the leverage to get things set up right the first time, especially if the paperwork has been signed. Hopefully you can get it changed without issue.

 

[Jared Twomey]

even though they were forced into this monthly bill and receiver set up.

Forced? The installer FORCED it? Thats crazy... I woulda called the cops if an installer started doing work without my permission

 

[pfan1981]

Jared,

You gotta be reasonable here. My motherinlaw is 55 years old and hasn't a clue what any receiver numbers mean. She was taken advantage of, i'm guessing like most unsuspecting customers. How do I resolve the issue though, besides the email to echostar? We've spoke with a floor manager (prolly the guy sitting next to the original csr), but he was useless. I called him a jack@*! and he got all bent out of shape about it. He was going to have his manager give us a call, but still waiting for that.

So do we wait for a call back from the manager, email ceo, or both?

It's just very frustrating when you refer people to DISH (because you love your service) and they get treatment like this.

Cheers,

pfan

 

[pfan1981]

Here is my mother-in-law's email to CEO.....


Hello. My name is Nancy. My home phone is xxx-xxx-xxxx.


I was referred to DISH because my son-in-law has been a DISH subscriber for quite a while and loves the service he receives that you provide. He explained we could get much better service for the same or less than our current cable provider. I want to ensure he receives his $50 credit for referring us. His phone number is xxx-xxx-xxxx.

So we cancelled our cable service and ordered DISH after Christmas. I worked out a great deal with a CSRto get the AT200, platinum HD, and 2 722s FOR FREE, all for $66/mo . The original installer came to our house but refused to put the satellite dish on a pole because he said WE should've called DiggersHotline (which we were never told to do). My husband paid him $30 cash for his troubles (is this ethical???) and the installer went on his way. I'm nearly certain we just donated $30 cash for his night out that night.

Our credit card was then charged $80, which we were not happy about. Here we are without and TV throughout the holiday season and now out $110 total. My soninlaw then called DISH again to set up the install again, but he verified three seperate times the date of the install and the "deal" of AT200, HD, 2 722s for free, for $66/mo. The CSRs we spoke to confirmed these prices and receiver set up.

However, when the installer came this last Wednesday he did not have 2 722s in his truck and his order did not state this. He called DISH and DISH confirmed 2 722s for free was the arrangement. Then I feel I was taken advantage of. The installer convinced me to go with what he had available in his truck (722, 612, and 211k). He said my monthly bill would be the same and this was even better than 2 722s. So I, a woman in her 50s, didn't know any better and trusted your companies installer. When my soninlaw and husband came home from work, they made it very clear that I was taken advantage of. Our monthly bill is now $79.99/mo and we do not have DVR on our downstairs tv (the one we watch 90% of the time). So how can I have ordered AT200, HD, 2 722s, at $66/mo............and end up with AT200, HD, 722, 612, 211k at $79.99/mo? This doesn't seem real ethical. My husband owns a car dealership (which is why we are trying to save as much money as possible), could you imagine if someone ordered a Corvette and he gave them a minivan and charged more for it????

My soninlaw told me to email you because he has had great luck getting his service issues resolved through you. Please call me at xxx-xxx-xxxx (my cell number) as soon as possible so we can arrange for my original order of AT200, HD, 2 722s for free, at $66/mo.

I enjoy watching your programming at my soninlaw's house and would like your service at my house to be what I had arranged. I feel that some of the things that have happened to our family have been very unethical and unfortunate. I would appreciate if this all could be resolved.

Thanks and I look forward to your call on my cell phone (xxx-xxx-xxxx).
Nancy





What do you think????

pfan

 

[Skibum]

Sounds like a reasonable e-mail. Good luck!

Also, you left a cell number in there.