Complaint Review: Dish Network - Internet

 Following are chat sessions and email responses between Dish customer service and myself going back to March 2013. In that chat I clearly told tem I wanted the service disconnected when my contract was up on 6/02/13. Later I received an email response telling me that I could cancel the service by email or phone call. I responded by email. Tonight 6/04 I contacted them again and was told they still had not disconnected my service and that they had no record of emails and that there was "no way" anyone from Dish would tell me I could cancel my service via email. Read below and the email form their employee clearly states differently. I demanded they immediately dicsonnect the service and I was told they would do it effective today and that I would owe for the two days between 6/02 and today.

Sent: Wednesday, March 27, 2013 8:15 PM

  : Appalling service response. Perhaps you can read the email I sent to you yesterday and have failed to respond to. Perhaps you can read the text conversation I had with Wendall ID:X2W.   As Wendall explained it to me my contract expires on 6/02/13 and I can cancel my service on that date with no penalty or further obligation to Dish. I want confirmation from you that you accept my notice that service will be terminated on 6/02/13 and that I have no futher obligation to you and that you will send me the necessary info and instructions to return any equipment I am obligated to return at the end of the contract, and that you are confirming that you have it on record that the service is to be cancelled on that date.

Wendall (ID: X2W): Hi, my name is Wendall (ID: X2W). How may I help you?  I sent you people an email last night in regards to my reciver that works for a few minutes abd allows us to watch TV then shuts off and gives us a No Signal message, I have received no response Wendall (ID: X2W): How are you doing today? Wendall (ID: X2W): I’m sorry to hear that you are having an issue with the receiver. I’d be happy to resolve that for you. Wendall (ID: X2W): For security purposes, would you please verify the 4 digit Security Code on the account? :   Wendall (ID: X2W): Thank you. Wendall (ID: X2W): I checked your account, technician visit is scheduled for 3/29/2013 between 8 am -12 pm. Wendall (ID: X2W): The technician will come and fix your issue. Wendall (ID: X2W):

I have not heard from you in a while and your chat window shows you've been idle, are you still with me? : As I said inmty email- Italked to someone Sunday night-it is not the wiring-it is the reciver. I am not goingto take a half day off of work for someone to come here and tell me what I laready knw. As I said in the email if I amgiven an office where I can bring in the bad reciver and get a differnt one I will do that. Short of that I absolutely will not be renewing my service when the presnt contratc expires. Wendall (ID: X2W): I am sorry to hear that. Wendall (ID: X2W): I need to cancel the technician visit to follow troubleshooting to fix this issue. Wendall (ID: X2W): In case if the issue is not resolved, I need to replace the receiver for free. :

Please cancel the techician visit in that case. As I said I am willing to bring in the receiver for an exchange Wendall (ID: X2W): Okay. Wendall (ID: X2W): We need to ship the receiver, we don't have any outlet to get the replacement receiver. Wendall (ID: X2W): You will get the receiver within 3-5 business days. : Ok Wendall (ID: X2W): You can also access mydish.com/support or interactive DISH Channel 101 to access quick and easy troubleshooting steps that will save you time in the future. Wendall (ID: X2W): Shall I cancel the tech visit now?: Yes Wendall (ID: X2W): Thank you. Wendall (ID: X2W): Can you please describe exactly what is on the television screen now? If there is an on screen message. please include the 3 digit number in the top right corner. : I have it shut off because the motor runs and sounds loud. When I turn it back on it reboots and everything works fine for about 10-15 minutes and I can watch TV.

Then the reciver disconnects and the motor runs very loudly again and the screen says signal oost because the Reciver essentially has gone quit reciving and all the pwer lights go off but the motor is still running loudly. Wendall (ID: X2W): Have you experienced any severe weather, moved any of the equipment, or noticed any other changes that may have caused? How long have you had this problem? : None of those and it started Saturday morning. The reciver is the issue Wendall (ID: X2W): I understand that. Wendall (ID: X2W): What is the model number of the receiver that you have issue with? The receiver model number is at the front panel of the receiver. Wendall (ID: X2W): I have not heard from you in a while and your chat window shows you've been idle, are you still with me? : Ok-just forget it. I sent an email-you guys have my account number and I have explained allof this three times now.

Do not send a techncian, do noy bother to send a replacement receiver, and accept this as my formal notice that I am cnacelling my subcription the day my contratc expires which is 6/01/13 I belive or 6/02/13. whatever date my contract expires I want my obligation cancelled Wendall (ID: X2W): I am sorry to hear that. Wendall (ID: X2W): Verify that the equipment has good airflow, is NOT stacked with other equipment, and is NOT in an enclosed space.  Please send me whatver info I need to return any equipment I need to return and any other steps I need to take to cancel service upon maturity of my conttact Wendall (ID: X2W): I apologize for the inconvenience. Wendall (ID: X2W): Shall I send you replacement receiver now? As I said above-no-I am done with Dish. The equipment has nothin on it the vents are clear-I am not a complete idiot. Given the service I have gotten I should not be billed for the final two months of my contract.

Wendall (ID: X2W): I understand that. Wendall (ID: X2W): For this inconvenience, we have a promotional offer for you. Wendall (ID: X2W): $5 credits on your bill. Me: One last time- I am done with the poor service and lack of response from Dish. $5 is a joke. At least with Cable I could get immoediare response and if there ever was a problem I had an office I could go to and get service. Wendall (ID: X2W): I am sorry for the wrong typo. Wendall (ID: X2W): $5 credits for 3 months on your bill. Wendall (ID: X2W): This is the best we have for you at this time.: My contract runs out in 2 months. I have in this chat session formally notified you that I will not be extending the contract beyond that date. Your best is not worth much.

I want a clear response from you that you have my notice that the contract and my servive will be cancelled when the present contract expires and confirmation on that exact date from you. Wendall (ID: X2W): I understand that. Wendall (ID: X2W): Is there anything else I may assist you with? : I want you to respond to my last request. Wendall (ID: X2W): Is that mean you want to cancel your services now?  I will be copying this text and forwarding it to your management so I suggest you respond and confirm the date that my contarct expires and that you have received my notcie that I will not be continuing any service beyond that date. I have asked for instructions on where to return any equipmet toand you have not responded. Wendall (ID: X2W): You will complete the contract on 6/2/2013. Wendall (ID: X2W): Here is what will happen when your service is cancelled. Boxes will be shipped to you as a courtesy by UPS so you can return the equipment. With this promotion you have 30 days from the disconnect date to return the equipment.

If we do not receive the equipment within the 30 day period , you will be charged the full price for the equipment. : If you are telling me that my service can be cancelled on 6/02/13 without any penalty or extra charges then I am telling you to cancel it as of that date. If I have to wait until 6/03/13 to offcilaly cancel the contract and avoid any additioanl charges and "complete" the contract then I want it service discontinued then. Does that serve as sufficient notice to cancel the contract when it expires and if so please enter whatever date that is as my cancellation date. Wendall (ID: X2W): I have not heard from you in a while and your chat window shows you've been idle, are you still with me? Wendall (ID: X2W): Unfortunately, you can cancel your services on 6/2/2013 without extra charge or early termination fee. Wendall (ID: X2W): Do you have any other questions for me? : Given that- I am officially informing dish that as of 6/02/13 I want my services cancelled.

Dear ,

Thank you for taking the time to contact us. We understand that situations can arise which may force you to disconnect your DISH service and we would be willing to assist you with your request.

Please know that DISH offers the lowest pricing in pay TV.

Please be advised that you have the option to cancel your service by calling our Customer Service Department at 1-800-894-9131 or you may reply to this email. Your request should be done thirty days prior to cancelling your service. 

We are going to ship you a return kit to the address on the account once the service is disconnected. Please allow 7-10 business days to receive the box. To avoid charges for equipment damage during shipping, we encourage you to use the specially designed boxes and follow the instructions that we are going to send you.

We will provide you also with discounted return shipping labels (enclosed in the return kit). Per the customer agreement, a $17 per label equipment return fee will be charged to your account if you choose to use the labels we send. This fee is significantly less than rates you are likely to find with UPS, FedEx, or the US Postal Service.

Please know that you can also view or update your account information by logging on to our Online Customer Support at www.mydish.com.

For more information, please visit www.myDISH.com/chat to start a live chat with a Customer Service Representative.

Thank you for your email. 

Sincerely,

Angeline H. / 1EO

TID: OR – Cadillac 

DISH eCare   

• Please include all previous correspondence when replying to this message.

Date: Sat, 11 May 2013 20:10:03 +0000

As I have requested in my previous email please cancel my dish network subscription effective 6/02/13 and send me the necessary return kit with instructions for returning the equipment.