(sorry I had to make a new post, but apparently I can't edit my old one anymore!)
CLICK HERE for the original post (if you want to reply, please reply to this new post, NOT the old one....thanks!
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ORIGINAL POST:
Ok, here it goes, here is the problem:
Approximately a month ago I wanted to sign up for Dish Network. I called Dish Networks new customer phone center to find out the current rates and promotions. I was ready to sign up for Dish Network any day now, but I wanted to wait and see if the new “ViP 722" would ever come out. (Keep in mind, this was a month before it came out, and back then, it will still unknown if it ever would)
Fast forward a few weeks when I receive word that the 722 IS coming out soon.
After calling the New Sales department to clarify a few more questions, they said that I could order today and that I would receive a ViP 622 HD DVR receiver temporarily until the new 722 comes out in the next month. Then upon calling, I would be able to swap out my 622 for the 722 for FREE once the 722 is released. I ended up singing up that night. I even got an install the next day!
Now that the 722 has come out on the 15th of August I decided to call to upgrade the receiver. Upon talking to three different people (once, they disconnected me) they said that there would be a $250 charge!!! That price was for installation. I told them I didn't need installation as I could do it myself. The only thing that needs to be done is to unplug the cables from the 622 and reconnect them to the 722. The "non-installation shipment price" would be $199. I would then send back the 622 receiver. I explained that I was told this upgrade would be FREE as that was the deal they told me when I signed up. It's pretty bad that a one-month old receiver is already out of date and they won't let me exchange for the new one.
This is why I'm unhappy with my 622 and need to upgrade to the 722.
(I then go on and saw how i'd like the black color better, the larger HD, and the HD VOD.)
So that is basically it. I have sent a similar version of the above to the Dish Network’s “e-Care” and to the ceo@echostar.com
I have not gotten any responses back, and when I call them, they just push me around to other people, and sometimes put me on “silence-hold” and usually after 20 mins of that I hear the “click-click”, and yes, that means that they have hung up on me! They have pulled that trick TWICE! Apparently, someone in the New Sales department told me I could upgrade my temporary equipment to the new 722 and lied. Now, no one is taking the blame for it, and I a the one having to put up with it.
And don’t get me started, they still haven’t applied my $10 rebate (times 10 months)+another $10x10 rebate for the HD that I sent in both months ago.
Not only that, but I had a Club Dish Referral, and when I tried to activate it over the automated phone system, it said there was a problem and I had to talk to an operator, when I did so, (2 months ago) the CSR said he would take care of it for me manually, and I would receive my (and the other persons) credits on the next bill. I have paid two bill since then and STILL have not received such credit.
PLEASE HELP! I don’t know what to do. I don’t want to cancel as I love my new HD! So far I love Dish Network, it’s just that there Customer Service sucks, and no one will take the blame for their mistake.
Thanks for letting me vent, and hopefully someone can help!
Thanks in advance!
-Scott
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UPDATE: 9-29-07
Hello again!
I just want to thank everyone for their help, as I just received my ViP 722 receiver, like I was supposed to!!! This is what happened:
I called back and asked about this again. None of the CSR's could do anything so they just pushed me around. Eventually, I got a hold of a very nice woman in the "account specialist" department. She actually took her time, listened to the story and read ALL of the account notes.
I then told her about a dish network chat a chat transcript confirming all of this. She then was interested in that. She said "maybe if I have that, I can show it to the manger and he can approve everything and waive your fee for the new receiver.” She asked if I had a fax machine, I said no, but my local office supply store did have one that I can use. She then said that I could send that chat via fix and they could take a look at it. She said I would have to call back tomaorrow to di it, as that department was closed for the night. I said that’s fine. The next morning I called back and they gave me their fax number and told me what to write on the cover sheet. I then went in the store and sent the fax. The CSR said it would be at least a week until they receive the fax. I said "I thought it only takes a few minutes to send a fax" but she said "no, we only have ONE fax machine. Everything goes to one place. I am not located in that building right now, that building is in the US." she then said "What they do is that take all the faxes at the end of the day and scan them. then they send them as an e-mail attachment to the appropriate CSR that requests them." I said ok I understand. (at this point the fax was already sent, otherwise I would have just offered to scan the paper myself!
Anyways, when we wrapped up the call she asked for a phone number where I could be reached. She said that someone would call me when they received the fax and made the final decision. I made sure that the fact that THEY would call ME when they got it. I doubted they would call me anyways BUT THEY ACTUALLY DID!
Exactly one week from the day I sent the fax the SAME LADDIE called back and said that they DID get the fax and the manager DID approve of it. She then said that they would even throw in free installation since it should only take a few minutes (just swapping a receiver.) I got an appointment for the next weekend (sat 8am-12pm)
Today was the day as I waited for the installer. He arrived ON TIME and even called 15 mins before he arrived! At 10:30am he arrived and brought the correct receiver!! Before he left, he asked if he was supposed to take the old 622. I said NO, as the Dish CSR said they would send a pre-paid box to send it back in. The installer said ok and left. That was the end of that.
Now I have to worry about trying to transfer my DVR'd shows to the new receiver. I guess I have to bite the bullet and pay the $40 and buy a hard drive, but that will have to wait until next weeked.
Again thanks for everyone suggestions and thanks for reading my very long story. Although this all took a total of 15 phone calls (6 of which they disconcerted me) and over 7 hours of total talk/hold time, It was finally worth it!
-Scott
CLICK HERE for the original post (if you want to reply, please reply to this new post, NOT the old one....thanks!
----------------------------------------------
ORIGINAL POST:
Ok, here it goes, here is the problem:
Approximately a month ago I wanted to sign up for Dish Network. I called Dish Networks new customer phone center to find out the current rates and promotions. I was ready to sign up for Dish Network any day now, but I wanted to wait and see if the new “ViP 722" would ever come out. (Keep in mind, this was a month before it came out, and back then, it will still unknown if it ever would)
Fast forward a few weeks when I receive word that the 722 IS coming out soon.
After calling the New Sales department to clarify a few more questions, they said that I could order today and that I would receive a ViP 622 HD DVR receiver temporarily until the new 722 comes out in the next month. Then upon calling, I would be able to swap out my 622 for the 722 for FREE once the 722 is released. I ended up singing up that night. I even got an install the next day!
Now that the 722 has come out on the 15th of August I decided to call to upgrade the receiver. Upon talking to three different people (once, they disconnected me) they said that there would be a $250 charge!!! That price was for installation. I told them I didn't need installation as I could do it myself. The only thing that needs to be done is to unplug the cables from the 622 and reconnect them to the 722. The "non-installation shipment price" would be $199. I would then send back the 622 receiver. I explained that I was told this upgrade would be FREE as that was the deal they told me when I signed up. It's pretty bad that a one-month old receiver is already out of date and they won't let me exchange for the new one.
This is why I'm unhappy with my 622 and need to upgrade to the 722.
(I then go on and saw how i'd like the black color better, the larger HD, and the HD VOD.)
So that is basically it. I have sent a similar version of the above to the Dish Network’s “e-Care” and to the ceo@echostar.com
I have not gotten any responses back, and when I call them, they just push me around to other people, and sometimes put me on “silence-hold” and usually after 20 mins of that I hear the “click-click”, and yes, that means that they have hung up on me! They have pulled that trick TWICE! Apparently, someone in the New Sales department told me I could upgrade my temporary equipment to the new 722 and lied. Now, no one is taking the blame for it, and I a the one having to put up with it.
And don’t get me started, they still haven’t applied my $10 rebate (times 10 months)+another $10x10 rebate for the HD that I sent in both months ago.
Not only that, but I had a Club Dish Referral, and when I tried to activate it over the automated phone system, it said there was a problem and I had to talk to an operator, when I did so, (2 months ago) the CSR said he would take care of it for me manually, and I would receive my (and the other persons) credits on the next bill. I have paid two bill since then and STILL have not received such credit.
PLEASE HELP! I don’t know what to do. I don’t want to cancel as I love my new HD! So far I love Dish Network, it’s just that there Customer Service sucks, and no one will take the blame for their mistake.
Thanks for letting me vent, and hopefully someone can help!
Thanks in advance!
-Scott
---------------------------------------------
UPDATE: 9-29-07
Hello again!
I just want to thank everyone for their help, as I just received my ViP 722 receiver, like I was supposed to!!! This is what happened:
I called back and asked about this again. None of the CSR's could do anything so they just pushed me around. Eventually, I got a hold of a very nice woman in the "account specialist" department. She actually took her time, listened to the story and read ALL of the account notes.
I then told her about a dish network chat a chat transcript confirming all of this. She then was interested in that. She said "maybe if I have that, I can show it to the manger and he can approve everything and waive your fee for the new receiver.” She asked if I had a fax machine, I said no, but my local office supply store did have one that I can use. She then said that I could send that chat via fix and they could take a look at it. She said I would have to call back tomaorrow to di it, as that department was closed for the night. I said that’s fine. The next morning I called back and they gave me their fax number and told me what to write on the cover sheet. I then went in the store and sent the fax. The CSR said it would be at least a week until they receive the fax. I said "I thought it only takes a few minutes to send a fax" but she said "no, we only have ONE fax machine. Everything goes to one place. I am not located in that building right now, that building is in the US." she then said "What they do is that take all the faxes at the end of the day and scan them. then they send them as an e-mail attachment to the appropriate CSR that requests them." I said ok I understand. (at this point the fax was already sent, otherwise I would have just offered to scan the paper myself!
Anyways, when we wrapped up the call she asked for a phone number where I could be reached. She said that someone would call me when they received the fax and made the final decision. I made sure that the fact that THEY would call ME when they got it. I doubted they would call me anyways BUT THEY ACTUALLY DID!
Exactly one week from the day I sent the fax the SAME LADDIE called back and said that they DID get the fax and the manager DID approve of it. She then said that they would even throw in free installation since it should only take a few minutes (just swapping a receiver.) I got an appointment for the next weekend (sat 8am-12pm)
Today was the day as I waited for the installer. He arrived ON TIME and even called 15 mins before he arrived! At 10:30am he arrived and brought the correct receiver!! Before he left, he asked if he was supposed to take the old 622. I said NO, as the Dish CSR said they would send a pre-paid box to send it back in. The installer said ok and left. That was the end of that.
Now I have to worry about trying to transfer my DVR'd shows to the new receiver. I guess I have to bite the bullet and pay the $40 and buy a hard drive, but that will have to wait until next weeked.
Again thanks for everyone suggestions and thanks for reading my very long story. Although this all took a total of 15 phone calls (6 of which they disconcerted me) and over 7 hours of total talk/hold time, It was finally worth it!
-Scott
