Ear Mr. Ergen and Mr. DeFranco,
My name is Doris and I live in Indianapolis Indiana. I cancelled my Time Warner Cable to purchase Dish Network because I was sold on Dish Network's rep. Presentation. However, since my installation, I have not been completely satisfied with the service of Dish Network and I would like to share with you why not.
When my dish was initially hooked up - the installer put the cabling in a location on my home that was less then desirable. I called dish to notify them of this and they were to send someone to correct this problem. However, my stepmother became ill and I had to leave the city to care for her. The correction never happened. However, this was no fault of Dish Network
Upon my return, I call to reschedule and a tech came out. After observing the situation, the tech concluded that where the initial installer placed the cables, was the best location. I shared with him, that with this entire house, I know that the cables could be better located and that the long black wire did not need to be visible in the front of my home. I also shared with him that I work with several people who have dish network - who live in more upper class neighborhoods and I do not see wires hanging from their homes. I told him that I refused to believe that this was the best he could do. He told me that he was going back to his truck to call his supervisor. I waited in my home for him to come back and after several minutes realizing that he had not returned, I was informed by my contractor that he got in his truck and left without any notification. He was also accompanied with someone else.
I call dish and informed them of this situation, they rescheduled again, for an arrive appointment from 9:— am - 2:00 pm. However, the installer showed up about 7:30 P.M. And in Indianapolis, it is dark at that time. I told the in installers, who were two very nice young men that I would prefer that the worked on my home during day light hours where I could also see what was going on. They apologized for their arrival time and set me up with another appointment.
The last time that Dish Tech was on my property was the Saturday after Thanksgiving. They arrive in a timely fashion. I showed the tech the job, which I considered a botched job by the initial installer, which he also agreed that it was a terrible installation job. I asked him not to have all these cable wires hanging down the front of my home. He told me that the job was such a mess and that before he could touch anything, he had to call his supervisor and went back to his truck to wait on the supervisor.
While he and another young man waited in his truck for his supervisor, I had some contractors removing a window. One of my workers went to the men's room and I asked the Dish person if he could help hold it. He stated, No I can not do that on duty. I said OK and he returned to his truck with the other young who came with him and continued to wait on his supervisor to arrive.
Upon the arrival of the supervisor William, both the supervisor and the Techs. Evaluated my property. After they had completed their observation, William stated that his tech could not touch anything unless I completely understood what would be done. William did a walk through me indicating what could or could not happen. I was in total agreement with everything that the supervisor said was going to happen.in fact, I was quite impressed with how he handled the situation, that I called him in my house (the same room where the window was already installed) to ask him if he was married because I had a nice niece that I would like to introduce to him. He said yes mama, I am happily married, we both laughed, I said thank you again for your assistance and he left.
I continued to busy myself in my house and I noticed that I had not seen the cable guys. I asked one of the contractors (I had about 10 contractors on my property that day) had they seen the guys and they said, Yes, they got in the truck and left. He said that they had been gone for about 30 minutes. Well, I immediately called Dish and was told that the guys left because I told them to get off my property because they would not help me put a window. He said that they said I became rude with them after the supervisor left. My response was that of complete shock. I put the dispatcher on speaker so all who was present in my home at the time could also hear and they were shocked as well. I assured them - that did not happen and that I had not seen the TEch since the supervisor left. I do not know who will be reading the email but I do know that those young men lied. I told them that not only was their integrity on the line so was the integrity of Dish Network.
I have made many calls to Dish Network trying to get this issued resolved and as I have said to your representative, I am not a rude person; however, I am upset that Dish Network left my property in that condition. Such a terrible installation job that a Tech refused to touch it until a supervisor could see it first. I asked them that if your own people can tell me it a terrible job - I can tell you the same? They say that the job could have been contracted out and they have no control over that. I told them that when I call for your service, I call Dish Network, not a contractor.
I pray that my conversations have been taped because all I have asked is to have my cable properly installed. I have taped conversation with dispatcher being rude and hanging up the phone on me. When the last two installer left, once, again, they left my property in a mess: white cable wire in my in/out gate doorway, which could be very hazardous. They snipped the black wires hanging from the roof and left them just hanging in mid air.
To make a long story short, the job is a mess and they are saying that they will not be back to fix it. I told them that I knew it was a mess from the beginning and that is why I believe the installers left because they did not want to deal with the Mess and that is why they lied and said that I told them to get off my property. I asked the supervisor to ask those two young men if they could look me in my face and tell me that I told asked them to help me put in a window after their supervisor had left. I also shared that I would pay out of my own pocket to have them take a lie detector tests. That is how strongly I feel about this. They have lied.
I would like to have my cable hooked up properly and any assistance that you can provide will be greatly appreciated. I refuse to believe that this is the image that Dish Network would like to project.
Thank you in advance
Doris
Indianapoilis, Indiana
U.S.A.
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