Dish Network/Beyond Wireless Dish Network dishes dishonesty, deception and disillusions the cost isn't what they promised. Pasadena California
Responded to an ad that said free dish plus free professional install and add second reciever for only 49.99. Subscribe for 22.99 per mo. Installers from Beyond Wireless 39284 Paseo Padre Parkway, Fremont,CA came out on 12-27-02. Paid them 54.07 which was the 49.99 for second reciever.
Install was horrific. Jesse, the main installer asked us for a drill and ladder. His helper slipped and caught a large tree limb which broke off and later had to be sawed off and hauled to the dump. They left all debris and boxes and said they would fall off their pickup.
When I called to report the unprofessional install, I spoke to Crystal. She acted very apologetic and said she would give me one month free because of it. She also said she would reomove the 11.98 charge for local stations which I had not ordered and send me an adjusted and correct bill. This did not happen.
On Feb.20, 2003 I explained my situation to Mike. He said he could take the 22.99 off my first bill of 67.94 leaving 44.95.
I should now pay that plus 18.65. I now see I was charged 24.99--not the promo price of 22.99. If I agreed to one year of service, do they have the right to raise the price? Well, yes according to them.
But Mike says,"Be assured, lady, I will take your bill down from 86.59 to 63.60." So, okay. I send them 63.60 being assured by Mike that I could get him by his ID of 74J. I also spoke with his supervisor Teresa KM about the price increase but she said I "was getting alot." But she, too, said 63.60 was the corrected price.
But today I get a bill. Previous balance 86.59 -63.60 payment saying I owe 22.99 + the monthly charges have now gone up to
29.98.
When I called into customer service today to remind them of Mike's adjustment and gave him the ID 74J, he (I think his name was Eswaldo) laughed and said I couldn't contact Mike and it was a big company and he refused to talk about the adjustment and wanted to explain what "I was getting."
Well, what I'm getting is a huge runaround, insults,(the installer at Beyond Wireless accused me of being prejudiced when I said Jesse's helper could not speak English) and Eswaldo said many rude things like "if you would only listen..." They have my credit card number altho I have made all payments by check. Now they are threatening late fees, restart fees etc.
When I asked about terminating my service, Eswaldo said they would charge me anyway because of the one year agreement--the contract I got from them was never signed by me but the crooks do have my credit card number.
Dish is dish/honest, dish/gusting, and dish/graceful!
Mary
San Ramon, California
U.S.A.
3 Updates & Rebuttals
Lynn
Pgh,Pennsylvania,
U.S.A.
why you cannot be transferred to certain csr
#4UPDATE Employee
Wed, May 14, 2003
HI I am a current employee of dishnetwork , and i would just like to advise why a customer cannot be transferred to a specific csr they might have spoken to ...dish network has 8 call centers,,with at least 800 reps in each one,,csrs do not have the ability to have a call transferred to them directly,,if you ask for an opid ( and i highly reccomend you do ),, this oper can be identified through a supervisor,,and an e-mail can be sent to that csr's sup through a sup..however the cust cannnot be connected to that csr for the reasons stated above. Some companies give their csr's extensions that they can be reached at and/or e-mail access so that they can communicate with customers more personally and effectively....Dish network is not one of these companies,,,unfortunately,,our csr's are strictly inbound csrs
Mary
San Ramon,California,
U.S.A.
a "pass the buck" routine designed to make the customer give up in frustration.
#4Author of original report
Tue, March 18, 2003
My response to the rebuttal
This is me again--Mary of San Ramon.
In response to Matthew--I wish to note the following points:
First para.: Speaks of "no ties"--this is so typical of the responses I have recieved from Beyond Wireless (the installer) and Dish (the provider). It is a "pass the buck" routine designed to make the customer give up in frustration. Does not the installer and the provider have some agreement? This is absurd.
Second para.: Does not relate to my situation since (1) I never want to see another "tech" from Dish after my first detailed "horrific experience" and altho the sig space on my contract was never signed--what about the Dish ad in the December San Ramon Valley Herald with $22.99 highlighted-- isn't this the old "bait and switch" routine?
Third para.: Remember I never signed a contract.
Fourth para.: Please refer to my contact with Mike ID 74J.When Eswaldo told me yesterday, my bill had not been adjusted as Mike assured me it would, Eswaldo would not connect me to Mike--so
what good did the 3 digit code do me?
I especially take offense to your implied personal attack, Matthew. It is in all caps which
is yelling in internet language.
I have been professional and assertive in my dealings with Dish.Yesterday I merely wanted to speak with Mike but this was denied me with a long irrelavant dissertation, designed to have the consumer throw up their hands in frustration and pay the bill.
I am a 68 year old woman with rhematoid arthritis.
I am also a retired teacher and I have never been accused of being SNOTTY--in your professional language, Matthew.
I do not swear or curse as your implications imply and your response merely solidifys my evaluations of Dish as you define yourself as an ex-employee.
Matthew
Boulder,Colorado,
U.S.A.
Dish Network Complaints are NOT justified
#4UPDATE EX-employee responds
Tue, March 18, 2003
I am a customer service represenative for Dish Network and ALL of the complaints I have read on this website seem to be the result of misinformation so I would like to provide some correct info for the consumers.
Dish Network is a branch of Echostar communications and has NO ties with any other company who may sell or distribute Dish Network equipment the only way you can buy equipment from Dish Network is through the phone number (the 888-dish one)or Dishnetork.com and the only way dish netork provides any installations or repairs is through our phone number and Dish Network provides you with your programing if anything is set up or bought any other way it is through an independant retailer who has no affiliation with Dish Network or Echostar and dish network has no responsibility for any issues that may arise.
Installations carry a 90 day warrenty after that if you want a tech to come out it is 119 dollars up front because it is not free to send people out unless you are a Digital Home Plan Customer and even then they pay a little more per month equipment has a one year warrenty but an extended warrenty can be purchased for equipment for 1.99 a month which covers all equipment bearing the dish network or echostar name in the home. Dish Network still does charge S+H fees on equipment that must be returned customers will never sign a contract guareenting the price of programing since it can change at any time depending on if the provider charges Dish Network more for the service.
Any contracts that are signed are legal documents that customers are bound by law any time a customer recives anything for free they will have to sign a contract and provide a credit card so if the contract is violated the credit card can be charged and will be charged no questions asked it is in the contract. If a customer is ever unclear about anything get it in writeing and ask questions about fees because everybody knows that this is not a non-profit organization they should never expect something for nothing.
Any customer who has a problem with a person they speak to should ask for their first name and operator ID which is a 3 digit code for future refrence every time a customer calls in a note is left on the account along with the agents operator id which can be traced only by a supervisor that is very important because there are thousands of people who answer phone calls every day so a first name alone will not get anybody anywhere.
Dish Network DOES NOT use fraud or decitful tactics when getting customers they would not be at 8000000 customers if they did and no matter what anybody says they are the cheapest as far as sattellite tv goes 24.95 per month being the lowest basic package plus any additional fees if any customers have questions about their bills call the dish network phone number and a CSR will explain the fees ALL ppvs can be ordered without a phone line and the information will be stored permanetly for futre billing anybody who claims not to have ordered PPVs may not have but somebody in the home did anybody who has a complaint with Dish Network or Echostar needs to first be sure it is an issue with them and not a retailer second stop and ask themselves why Dish Netwok would specifficlly want to scorn them (which I am sure they do not they would go after somebody worth alot more to them)
AND LAST AND MOST IMPORTANT ASK YOURSELF AM I BEING RESONABLE OR AM I BEING OVER THE TOP AS LONG AS YOU ARE POLITE TO THE OTHER PERSON ON THE OTHER END OF THE PHONE THEY WILL RETURN THE POLITNESS BUT IF YOU ARE IRRATE OR SNOTTY THE WILL RETURN THE FAVOR THEY DO NOT GET PAID TO BE YELLED AT!
and most people who ever get hung up on is either by accident or because they were being rude and just to let you know if you start swearing they will warn you to stop and then inform you that it is against fedreal law to call a place of buissness and use any curse words and legal action can be taken so pretty much dont blame dish network for your incometence,failure to read, attitude or your assumptions.
ALSO JUST TO LET THE EDITOR KNOW THEY NEED TO GET ALL OF THE FACTS BEFORE PLACEING ANY JUDGEMENT DISH NETWORK WOULD NOT HAVE WON J.D. POWERES 2 years in a row if they were a bad company the consumers choose the winner (yes I know they lost last year by one point to DirectTV do the research on it.)