COMPLAINT from
DishNetwok unfair charges
I am a current subscriber to dishnetwork.
Account no 8255 90 962 0685179 – Tel no 845-623-9368
I have a DVR receiver for 2 TV sets.
Dishnetwork requires that the receiver be connected to the telephone line. If it is not connected, they charge a monthly fee of $5.00 (titled PROGRAMMING ACCESS FEE).
The receiver functions without any tel. Connection, It is not needed for the receiver operation.
By the way, due to the tel. Line that is connected, I get on the television screen the caller ID, any time the tel. Rings. That shows that the line is HOT, connected and operating.
There is two tests to check the tel. Line connection:
Test 1: test if the receiver recognizes a tel. Line connection. Result OK
Test 2: test if the receiver can use the tel. Line to dial out. Result FAIL
My tel. Service is through the internet (VoIP).
Apparently, this is the problem. Their receiver is not compatible with this type of tel. Service. That is the reason they want to charge me a fee.
After many tel. Conversations with customer and technical services, and Emails, they would delete the fee for that month and repost it on the next bill, they even sent me a new receiver that gave the same test result and was returned.
I enclose herewith, a series of Emails exchanged with DishNetwork from Oct to Jan it shows them ignoring the problem and asking for the fee regardless of my continuous complaint.
I do appreciate your help. It is the only hope I have at this point
George Barsoum
Note: please note that the Emails on the next page are copied as is, I mean the most recent is on top (the fist page) and the first in the series is at the end (the last page). You read it from the bottom up.
DishNetwork tel 800-333-3474
Dear Mr. Barsoum,
Thank you for your email. We apologize for any inconvenience this issue has caused. This is a valid charge, and unfortunately I will need to be sure all troubleshooting is complete before we can move forward. This fee will stand on the bill as of now, I am sorry, I understand that you are frustrated. But the phone line is an opportunity to waive a fee that everyone pays. Until the troubleshooting is verified complete this valid charge will stay on the account.
Your business is greatly appreciated and we thank you for allowing us to be of assistance to you. If you have further questions you can respond to this e-mail or access our online technical support at the following link: http://tech. Dishnetwork.com/departmental_content/techportal/index. Shtml
A Technical Service Representative is available via live chat 24 hours a day, 7 days per week regarding your concerns. Please click the following link to use this option. Http://tech. Dishnetwork.com/departmental_content/techportal/content/tech/techchatadvcustformrf23. Shtml
Thank you,
Phillip R.
DISH Network Technical E-care
Please include all previous correspondence when replying.
—original message—
I will pay for a second receiver, when you send me two receivers not a combined receiver that I have over a year without this charge. NICE TRY
The issue is programing access fee, and till your equipment or problem that is in under your control is fixed, NO CHARGES should be added to my bill.
_
From: Tech
To: N Barsoum
Sent: Tuesday, January 6 8:51: 20 AM
Subject: RE: 8456239368
Dear Mr. Barsoum,
Thank you for your email. We apologize for any inconvenience this issue has caused. The charge is for the second TV, and when our new billing system is released within the next month or so the name will be changed to reflect this. This is related to the phone line as the phone line is the way that the fee can be waived. Again I would recommend verifying using below troubleshooting to verify the prefix is set to *99. I am sorry for your frustration and inconvenience.
Your business is greatly appreciated and we thank you for allowing us to be of assistance to you. If you have further questions you can respond to this e-mail or access our online technical support at the following link: http://tech. Dishnetwork.com/departmental_content/techportal/index. Shtml
A Technical Service Representative is available via live chat 24 hours a day, 7 days per week regarding your concerns. Please click the following link to use this option. Http://tech. Dishnetwork.com/departmental_content/techportal/content/tech/techchatadvcustformrf23. Shtml
Thank you,
Phillip R.
DISH Network Technical E-care
Please include all previous correspondence when replying.
—original message—
Programming access fee is related to phone communication as explained on the bill.
I see that you can not address the problem, so U BS
Please remove this charge PERMANENTLY.
_
From: Tech
To: N Barsoum
Sent: Monday, January 5 12:49: 26 PM
Subject: RE: 8456239368
Dear Mr. Barsoum,
Thank you for your email. We apologize for any inconvenience this issue has caused. It is important to note this fee is not a penalty for not hooking up a phone line, but instead is a charge for the second tuner. Anyone without a dual tuner is forced to pay this charge, there is an option for people with dual tuners to waive this standard charge, and we apologize if your VOIP system is having issues communicating with the receiver, but this is a valid charge. I would recommend again verifying the prefix is set to *99 as this is a large assistance in most VOIP cases.
Your business is greatly appreciated and we thank you for allowing us to be of assistance to you. If you have further questions you can respond to this e-mail or access our online technical support at the following link: http://tech. Dishnetwork.com/departmental_content/techportal/index. Shtml
A Technical Service Representative is available via live chat 24 hours a day, 7 days per week regarding your concerns. Please click the following link to use this option. Http://tech. Dishnetwork.com/departmental_content/techportal/content/tech/techchatadvcustformrf23. Shtml
Thank you,
Phillip R.
DISH Network Technical E-care
Please include all previous correspondence when replying.
—original message—
Again, and for the third time, dishnetwork is starting the NASTY routine
if the idea here is to loose a customer, you are doing a great job
I am getting charged because your equipment is failing to function
Look at the attached correspondences
Please let me know if it is time to switch service and tell the world about it
— Forwarded Message —
From: N Barsoum
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