In Feb my husband and I decided to give dish a try. We responded to an advertisement through one of Dish Networks affiliates. When the company came to hook everything up, we find out that the plan we had purchased doesn't exist, no DVR which was to be included for free, and instead of 4 receivers we received 2 receiving transmitters; each transmitter able to transmit through the walls to a second TV.
The installation took about 5 hours, and the guys finally called it a day, however, our transmitters wouldn't transmit leaving us with only 2 televisions receiving programming we did not order.
I made the first call to Dish Network within 10 minutes after the installation crew left. I spent over 1 hour on the phone, in an attempt to cancel & have the guys come back to pick up the dish network equipment. The 3rd person I spoke to made this new channel package for us, because the one we ordered did not exist. They never did cancel us at that point.
Prior to our first bill, I was doing our online banking and I saw that Dish had double billed for the initial $49.00 (one month in advance), I spend another hour on the phone with customer service trying to find it in their computers, and then I'm disconnected, so back through the whole process again.
I finally get in touch with someone who is able to search charges by the credit number, they tell me they can only apply a credit to my bill, they cannot credit my credit card. I have 1 check bounce because of the extra money dish decided they needed, and then the bank charge on top of that.
My first bill arrives, April 1st talk about confusion. Charges, and credits all over the place, and $195.00 balance, for a $49 plan working in 4 rooms, and a DVR. No movies ordered, 5 movies purchased (all on the same day (a day we were out of town), all the same movie,).
My husband contacted Dish when we received that first bill, he expressed his concern with the amount due, and informed Dish he no longer wanted service, cancel it (as of 4/5) and come get your equipment.
They didn't cancel it; they didn't come get their equipment either. About 2 weeks later we receive another bill or Service interruption notice. My husband spoke to someone this time that turned off our service, and informed us of a UPS delivery. Delivery being a box (not big enough) to send the equipment back to them in.
We were never informed of Dish Network's policy regarding the return of the equipment. We receive the UPS delivery on May 17, which was exactly 2 weeks (excluding weekends), from the final disconnect date. On May 24th, again doing my online banking, I notice 5 different "one time" charges by Dish Network - all totaling $300.00
After calling and spending 1 hour and 5 minutes on the phone, I find out that I am not going to be seeing a refund until they receive the equipment. Ramon (the service specialist) was nice enough to explain the 10 days dish allows for the return of their equipment. His next sentence he explains UPS has a standard 7-10 business day delivery. After my calculations, it was inevitable that my equipment was not going to be returned to dish within 10 days, who are they kidding?
Now, to close this complaint, I want to mention dish has caused me to bounce 7 checks and promised me refunds for the unauthorized amount they have taken, yet, still not received. They have the equipment, and my money, I have their word!!! I have been getting all of my notes together, and the FTC & FCC is my next step - but after reading all the previous posts I feel like I am up s*@ts creek...
Michelle
BUENA PARK, California
U.S.A.
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