The hard drive on our DVR apparently crashed one day last August. After talking with a wonderful call center person, she sent us a new unit and said to return the old one within ten days. No problem! We received the new unit, installed it, and returned the old one in the box provided via UPS about two days later.
I heard nothing from Dish for a month, and was billed the regular amount. Same thing next month. While I was out-of-town, we received an empty box from Dish with no explanation. I'd pretty much forgotten about the old receiver by then, after all we'd returned it two months prior. Another month after that, we received another empty box (how much money do they waste mailing empty boxes to people?!?) with no explanation.
In December, I looked at my credit card statement and saw an additional $100 charge from Dish. I called them, and they claimed they never received the bad DVR. I had since misplaced the UPS tracking information, after all, this took place FOUR MONTHS prior, and according to them, the equipment needed to be returned within 10 days.
I called and emailed them repeatedly for assistance, all the while receiving cloying non-helpful responses in return. They referred me to UPS to track the package, and UPS essentially laughed at me for wanting to track a package with no number four months after the pick-up date.
I gave up when our cat got sick and subsequently passed away (it really hurts to lose a pet), and lost another month in the process. I'm still very upset with DISH. I pay them over $65 a month and have been a trouble-free customer for over seven years, and in return I get fined too late to do anything about it.
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