Layout of Situation:
On Initial Set-Up consumer was informed that a CC# was needed to hold the equipment until installation and the account could instantly be set up on invoice billing.
During Off-site set up the installer entered credit card information that was not supplied to him by the consumer.
During On-site set up it took the installer over 4 hours to set up the dish and according to the company it should take less then 2, thus resulting in a $160.00 charge for the additional 2 hours worth of installation.
After installation the satelite would repeatedly lose it's connection approximately every few hours and lock up the computer that it is connected to. No customer service rep or tech could assist in the problem.
After two month of service no bill was received and it took three phone calls to get them to finally update the address b/c the installation tech inputed the wrong address.
After updating address info they started charging to an unauthorized credit card and over charging at that. The service contract that the consumer signed up for was $99.99 a month for one year and it included the cost of equipment and they have been charging $118.33 for 3 months.
After repeated calls (5 calls to be exact) and several "escalations" as they say no Manager would contact the consumers in regards to this situation.
On the sixth call the consumer proceeded to be an ass and after requesting to talk to a manager/supervisor for 10 minutes they were finally connected with one. The "Escalation Supervisor" was of little help and did not have access to any of the account information so he informed that he "Has to contact the Corporate Billing Office" because they are the only ones with access to the information and that when the installation tech set up the system off-site that he wouldn't have the CC information unless the consumer provided that information. But during the set up the Installation Tech was the only one to work on the system and never requested any information from the consumer and was suppose to inform that the consumer had to manually call in and switch over to invoice billing.
So all in all the company has been billing an unauthorized card, thus putting it over it's limit b/c it was never intended to be billed for any means, causing a overlimit fee for said CC because of the excessive charges, billing the wrong amount in the first place, deliberately avoiding consumer contact, deliberately delaying problem resolution and in general being excessively ignorant.
It does not take 3 phone cals to update a few simple lines such as your address, and it does not take 6 phone calls to finally get to talk to someone who even shows the slightest interest in trying to resolve your problem.
As of this posting, the problem is still unresolved.
Erik
Frederick, Maryland
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