I called DISH Network to cancel my account because we wanted to cut back on expenses. I was fully expecting them to do their darndest to try and keep us as customers, and they did not disappoint. They offered discounts, smaller viewing packages, you name it. I thanked them for their earnest and asked them to cancel service anyway. At this point they explained that since I was canceling my contract early, I would be charged a fee based on a $13 per month early cancellation fee for every month of my contract that wasn't fulfilled. I was fine with that and it came to around $170.
Now this is the key part of the conversation: the agent (forgot her name, last time I do that) asked if I wanted these fees charged to my account immediately, or did I want to be billed for them along with the remaining service charges. I said, "Go ahead and send me a bill and I will pay everything at the same time." She said, "Okay" and after a fond farewell we were done. There was still the issue of hardware, both the receivers in the house, and the dish on my roof; this is how they handle that: they send you boxes and you have to send them their hardware back, including some part of the satellite dish. So I have to climb up onto my roof and use a screwdriver to get this thing or they will charge me some other fee. Great, now I am risking life and limb, fine.
So now I am waiting for the boxes to show up, and in the meantime, my checking account shows a charge of $173, that they had charged to my account the SAME DAY I CANCELLED! This along with several overdraft fees charged to my checking account as I never transferred adequate fees to cover a charge that I KNEW NOTHING ABOUT! I was livid! I called them and explained to the agent and I just got the run around. She kept citing the original contract, which apparently states that legally they can come for my first born child if I cancel early, guess I should have read that part. She told me that they normally don't bill for cancellations, and that the agent who I spoke to originally never noted the account to reflect that we had such an agreement.By this time, I was raising my voice and challenging her to explain to me why what they did was okay. She just kept saying, "The contract says..." and "... I understand, and I am very sorry, but there is nothing we can do..." which is the LAST thing a dissatisfied customer wants to hear. I know, I worked in customer service for nine years. I told her I wanted to talk to someone who could help me, so she got a supervisor, who I fully expected to give me the same story, just more forcefully and with the experience of someone who had been giving folks the run around much longer. Once again, they did not disappoint.
She hemmed and hawed, basically saying that she understood, but their hands were tied. She even said, "Let me go talk to someone to see if there is an outside chance we could do something" and put me on hold. At this point, she probably got a cup of coffee, used the restroom, and told a co-worker about the "jerk" she had on hold. She then came back, "I am very sorry...", "I understand, but" nothing new. She acknowledged they probably misonformed me, but just kept going back to the contract, which tells me they are only interested in covering themselves legally and couldn't care less about happy customers.
I intend to do what I can to let folks know that DISH Network is not the best choice for their satellite service needs. Consider yourself warned.
Jeremiah
San Diego, California
U.S.A.
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