On Friday April 21st I placed a phone call to Dish Network to inquire about receiving HDTV to my existing service. I spoke with an account representative and she informed me that there is a $299.99 equipment and installation up front fee in order to receive the service and an addition $6.00 per month fee for the box rental and a fee close to $8.00 per month for the HDTV service.
I informed her that I was not happy with the additional fees. I explained that there had been a lot of unexplained fees that I was already paying. I also expressed my dismay that its actually cheaper to cancel the service and pay the $240.00 cancellation fee, call Comcast cable and get HDTV service because they don't charge you the $299.00 equipment and installation fee. While I was not pleased with what she was telling me, she and I were by no means having a harsh conversation and she was very pleasant.
Because she and I seem to be at a stale mate I asked her to transfer me to someone who handles cancellations, not because I necessarily wanted to cancel my service at this time but it has been my personal and professional experience that people in cancellation departments tend to be able to provide more options to a customer in an effort to retain their business. I was then transferred to a Customer Specialist (ID Number TPB) his name was Rob and this is when my NIGHTMARE began.
My conversation started off pleasantly I began to tell him about my concerns. There had been unexplained fees that I was already paying, my cable was going out whenever it rained-not torrential downpours, And that I couldn't believe that it was actually more cost effective for me pay the cancellation fee and go to another provider to get comparable services.
He then began to offer suggestions on ways I may avoid some charges and I told him that they had already been explored and were not optional and that I had fully disclosed the that my husband set up VOIP phone service so that there was no phone jacks in the rooms for the boxes to connect to at the time of order and before the installation and I was told that it was not a problem not to have a phone jack. We have had VOIP for a while and previously had cable on the line with the phone and there was static to the point you could not hear the caller and they couldn't hear you, and yes we had a filter and had it replaced several times and had the same problem. So my husband said whatever cable services you choose make sure they don't need to use a phone line.
It wasn't until after the installers had drilled holes through four walls of my house installed a dish on my roof and had been working for over two hours that they came and said anything about additional fees for not having a phone line available, I asked why no one had said anything about this since I told the person I ordered the cable from there was no phone line, my husband had me call again days before the installers came to verify there would not be any issues and again I was told there was no problem, I informed the installers before they started drilling holes and was once again was insured by them there was no problem. At the end of the installation one of the installers gave me his cell phone and said someone from customer service needed to speak to me. I was then told that because I did not have the boxes hooked up to a phone line there would be a $5.00 per box up link fee and since I had two boxes it would be an additional $10.00 per month on my bill.in addition once I received my first bill I noticed an addition $10.00 charge for box rentals that was never disclosed as well until I called and questioned what the charge on my bill was for. I am now paying $240.00 a year in fees that were not told to me upfront.
Rob then told me that I signed the contract and I said yes I did, but that it kind of felt like I had done it under duress. Here it is, I have holes in my house, cable wires run from room to room a dish installed on a roof I had just spent thousands of dollars to replace and now I was to sign the document or have the installers go about the business of ripping everything back out. I felt like a hostage.
It was then that Rob began to get very personal and aggressive he told me that he knows exactly what the customer service rep who took my order told me when I placed the order three months ago, that he is positive I knew what was involved and that If I had a problem that I needed to speak with my husband because he is the source of the problem.
Initially I was stunned for him to take this stance after everything I had just told him. I asked Rob how do you know exactly what was said with a customer service rep I had a conversation with three months ago. He told me that I signed the contract and that's all he needed to know and that I should start reading things.
It wasn't what he said so much as the way he said it. It came off very hostile and even though I was frustrated I had been nothing but patient throughout our conversation. I am in corporate sales position myself and can know when its time to move on so I told him I would like to speak with his manager. He said NO, no you can not. Again I'm stunned. Why not I asked. What do you want to speak a manager about Rob asks. I tell him that after everything I just told him I'm sure he can figure something out. He then began to go back over in a very condescending manner the terms of my contract.
At this time I am getting annoyed so I cut him off and ask again to speak to a Manager He says NO, until I finish what I have to say you cant speak to anyone. I tell him I'm a paying customer he is not supposed to be speaking to me in this manner. He says whatever you wont be speaking to anyone until I'm finished. He starts again into some speech, and I cut him off again May I please speak with a manager. He says no manager is available and I ask to speak to anyone besides him.in reply he says in an extreme manner NO! No! No! You are not speaking to anyone besides me I am the account specialist and until I'm finished WITH YOU, you wont be speaking to anyone. I listen for a few seconds to something he is shouting at me. I don't remember the words but I do remember the venom in his voice and I felt threatened and finally I hung up the phone with him still screaming. I'm shaking; my co workers witnessed the conversation. They are stunned and standing around at this point they are in as much shock as I am.
After a few minutes I gather myself and call back to talk to someone at Dish Network about what had just happened to me. I get through to Johnny (ID# 023) I tell him what happened to me, I ask to speak to a manager. After a few moments on hold he says none are available. He then looks at my account and informs me that my service is disconnected. Disconnected I say, that's impossible. He says that he can see that Rob (ID# TPB) just turned the service off. I take a few breaths and it sinks in what has happened. Retribution. Because I hung up on him during his tantrum he disconnected my service. Johnny apologizes; he can see I'm upset. He says he will immediately turn on the service. He will waive the cancellation charge, and the re-connect fee. But because my service was canceled I will be billed twice next month and there is nothing he can do about it. I am speechless. I ask to speak to a manager. He says he can send an email but there is no manager is available. I ask him to have a manager call me ASAP.
I wait several hours and no phone call, so I call Dish Network again I speak to Vance (ID# JIU) I ask him is my cable service still disconnected and is surprised when he says yes it is, would you like reconnect it. I have to go through the whole story again. He is shocked and I'm shocked that I have to tell this story again. Where is the customer service? Does anyone care? Is this a normal occurrence at this company? Of course Vance tells me about the reconnection fees again, and of course Sorry, but nothing I can do about the double bill next month. I ask to speak to a manager, of course none is available. He is going to send an email. I ask for numbers to a corporate office cause this is ridiculous. I've been attacked. There is rogue employee taking vengeance on your customers. He has all my personal information, and an anger problem. And there is no one to speak to and you cant give me a phone number to reach someone, and oh yeah. Ill have to pay twice next month to show my appreciation for being attacked!
I get on the internet and after searching for quite a while I find the number to your corporate office. I call there and speak to a receptionist who transfers me to Kathy (ID# ULA) who is a corporate resolution specialist. I have to go through this story all over again, but at least I'm hopeful she will be able to make this right. While she is pleasant she tells me she is sorry but I will still be charged twice on next month bill that there is nothing anyone can do about that she says they will handle my complaint and offers me HBO free for three months. I can feel the energy leave my body, and once again I'm speechless but most of all I'm insulted. I've spent upwards of four hours on the phone, I was virtually attacked by one of your employees, He still presents a threat and has proven himself to have a severe hostility towards me, and by the way he has my phone numbers and address. So, as a reward Dish Network is going to bill me for two months of service.
I'm writing this letter in hopes that it reaches someone who can hear my voice. Does this seem right? Is there no one at you company with the ability to handle this in a manner that it deserves? Do you systematically send your customers into a black hole when they have problems? Does Dish Network reward employees who abuse their customers?
I will be filing a complaint with the Better Business Bureau and any other medium that will give me an ear.
Your Abused Customer
Sherri
Country Club Hills, Illinois
U.S.A.
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