Complaint Review: Dish Network & SUNDISH

Recently I decided to get a sattelite service for TV in my home. I researched all the vendors on the net and decided on Dish Network as having the best deal for the dollar.

Their 'agent' company in my area - SunDish - boasted of several free gifts and incentive perks for chosing Dish Network.

Among these were - free digital radio - free CD player - $100 rebate - free 3-4 day resort vacation - installation waiver - free cinemax HBO and showtime premium channel for 3 months and free first month regular programming. Sounded great

I registered for the service - chose a specific package and was in hopes of a problem free entertainment experience.

I soon realized that my 'premium' movie package offer was showing films from 3-5 years or older - nothing of current release as I expected in a pay for view!

There were some annoying glitches that required tech support - which I found VERY difficult to contact - but at least competent.

I decided to just stay with the current programming even though I was frankly disappointed at not getting current releases - and the tech problems were not so frequent as to be a real problem. I sent a letter to corporate, outlining the problems.

I patiently waited for my perks to come through - but nothing materialized. My first bill came earlier than expected and I saw no installation waiver as promised by the SunDish operator.

I then decided enough was enough and expected to AT LEAST get the 'comps' I was promised - heck - even Las Vegas hotels make good on what they promise.

I wrote a 2nd letter addressed to the CEO/Gen Mgr of the company, along with a copy of the original letter,that had addressed all of my grievances. In it I stated that I would GLADY pay my bill as soon as they kept their original promises.

In reality - I knew that ALL of them would probability not be addressed - but at least the most important ones. I was wrong. No answer - written or verbal. My service was cut off today and that was the funal straw.

Attached is a copy of the letter sent twice. I believe it pretty much 'says it all'. In tears past I have had sattelite service for many years with NO major problems or broken promises. What I am seeing today is a sort of carnival/pawn shop mentality in their business dealings. No ethics or common busness courtesy.

I would like to see some agency hold thes people to promises made. What I visualize happening is that I will be the one damaged in this fiasco. My perfect credit will probably be subjected to false accusations and the 'bad guys' will skate free. I CANNOT be the first victim of their shameful conduct.

COPY OF LETTER FOLLOWS=======================================

10 Dec 2005

Dear Sir;

I have asked you to please respond to my legitimate concerns over broken promises concerning certain benefits that I was promised when I decided to use your satellite TV services.

NONE of these problems has been addressed not have I even had the courtesy of a phone call or letter to even acknowledge my concerns.

I have received a bill for services. I will pay my bill when you take care of my problems.

You take care of your obligations and I will take care of mine.

This is my SECOND request.

Enclosed please find a copy of the UNANSWERED letter sent to you a full month ago.

Sincerely,
Joe Dish Network customer


COPY OF FIRST LIST OF COMPALINTS


Dear Sir; 11 Nov 05

This letter is to inform you of several displeasures I have encountered with your service. I need to solve these problems if I am to continue to use Dish Net services. Like most subscribers I use the satellite media for personal entertainment, to relieve stress of a demanding day. INSTEAD what you are doing or in some cases NOT doing is causing MORE stress and frustration. I will explain and enumerate.
(1) I see no way to be able to read the synopsis of the movie. Part of it is cut off' at the end. I have tried every button on the changer and find NO WAY to access the full synopsis. Other services allow you to see ALL of the synopsis.
(2) You give NO indication as to the nature of the presentation -- eg. Action Adventure Love SciFi Drama etc. THAT IS VERY ANNOYING not having and idea of what you are beginning to watch. Other services show this Important feature.
(3) Your HAVE MADE your support services EXTREMELY difficult and frustrating to reach. ENDLESS dead end loops' call transfers endless waits - and mazes of choices virtually ALL of which have NOTHING to do with the problem. YOU NEED TO DIRECT YOUR CUSTOMER TO A LIVE COMPETENT HUMAN BEING TO SOLVE PROBLEMS AND ANSWER QUESTIONS. I don't mind waiting a REASONABLE length of time to access the Tech person a couple of minutes. I have finally given up on that. Brighthouse and Direct TV were at least easy to contact.
(4) You do NOT PROMINATELY display your tech support Ph # on your schedule sheet or bills. If any appear they are SO SMALL that one needs a magnifying glass - and my sight is fine. The channel list card has letter that are almost unreadable. I measured them. They are TINY! From .035 to .047 thousandths high!
(5) You apparently do not have any real connection with the people ( SunDish) that I bought the Dish Network services through in the first place. When Trying to get legitimate questions answered they have been EXTREMELY RUDE. ( have ACTUALLY hung up on me in the middle of a discussion) THEY WILL NOT HELP YOU AT ALL! I feel cheated.
(6) I still do not have the perks/gifts I was promised for getting the service and it has been 2-3 weeks. ( and of course they will not address my issue, as I indicated above.
(7) Your program screen that shows the features frequently shows some sort of strange windows with messages that make no sense and interrupt my viewing AND- that are VERY difficult in some cases to escape from. VERY VERY FRUSTRATING! Remember You have made contacting tech service SO difficult and SO stressful that nobody wants to go through that agonizing task.
(8) AND finally I was told by the Sundish people that my installation fee would be waived or subtracted from my first bill or something like that. I do not see where that has been done.

Sincerely Joe Dish NetWork customer


So - thats about it. I just want to be treated fairly. If they do not wish to keep their promises then I simply wish to search elsewhere for my entertainment services. If they do not cause me any more grief - I will not pursue this matter any further and we will 'go our separate ways'. IF - however they do cause me ANY sort of problems with my spotless reputation - I WILL 'go after them WITH A VENGANCE and whatever the cost be - this post will eventually be viewed by MILLIONS!!

Thank you for the opportunity to voice this impropriety

Joe
Tampa, Florida
U.S.A.