Problem:
1. As a representative for my daughter's property in Mesa, Arizona, I noticed the Dish that had been installed on the eves of the second story apartment unit was fastened with bolts through the roof. My concern is when the Dish is removed holes in the roof will need repair.
2. Another tenant in the same building had a Dish installed and the installers placed the large black cable on the middle of the outside wall. It appeared that the installer did not have the skill nor the common sense to follow the line of the decorative 3"x12' board that divided the upstairs and down stairs units that would have partially hidden the cable and made easier to paint.
Action to correct problem:
1. Phoned the 800 333-3474 number on the tenants contract. You are provided with 3 options. A caller needs to put the phone number of the Dish subscriber in order to get to the second tier of recorded messages. The only one that will let you speak to a person is by accessing the billing department.
2. After a brief discussion with the female that answered my call, I asked to speak with her supervisor, I was placed on hold for about 4 minutes, Justin, the supervisor, responded and listened to my problem. He gave me almost the same response that the female gave me. I insisted on he giving me a direct number that I could connect with a live person that would give me resolution to my concerns.
Justin transferred me to Tech Support, another 4-5 minute hold time.
3. I was connected to Rob. For the third time I explained the problems.
Rob indicated that the re-routing of the cable against the wall would cost $99.00 and charged to the tenant. I questioned the charges. It was not the tenant that installed the cable.
He also told me that I needed to speak with someone in Damages for the repair of the roof. Rob was very helpful in explaining the process of repair.
However, I did not agree to have a payment of $99. Given to the tenant. Nor do I agree that the Dish company only have a verbal permission from a tenant to have the Dish installed. I have not read a Dish contract, but Rob told me that a claus in the contract indicates that the tenant has received permission from the owner to have the installation done on the rental unit.
At my request, Rob provided me with the corporate address at Eagletown. The internet has the Littletown address. He also gave me the 888-332-3474 number for Damages. Rob also provided the phone number for Spanish speaking persons, 866-218-8805.
Rob told me that he had listed my problems into his computer. Rob placed me on hold while he contacted the person in the Damages Department. Another 5-7 minute hold time, Rob would check several times to know if I was still on the line. I asked several times to take my phone number and return my call when he had the person on the line. Rob insisted that it would only be a few minutes more. Rob, finally told me that the person in Damages told him that the subscriber need to phone and make the complaint. I reiterated that I was the owner of the 4 plex and that what did the tenant care where the Dish was installed. Rob concurred and provided me with the 888 number I listed above.
4. Shawn answered the phone and for the fourth time I explained the problem. After an exchange of questions from me to non-common sense answers, I requested to speak with someone in corporate headquarters, Shawn said that I had the corporate office and that he could not provide me with the policies regarding installation nor the policy where it states that the subscriber must phone to have the roof repaired. What if the subscriber moved?
I explained that I would contact the Consumer Advocate office, he encouraged me by his response.
Resolutions to avoid problems:
A. Dish installers must have a written consent from the owners to have cable or a Dish Satellite is installed.
B. Accepting authorization from a tenant to install cables that has no regard where the unit is installed is no excuse for poor workmanship.
C. Responsibility must be with the cable or Dish companies as to train the installers in workmanship skills.
D. Direct phone access to resolve problems.
E. More personnel such as Rob to help defuse a complaint.
D. Better policies to help the consumers.
Gilford
Castro Valley, California
U.S.A.
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