To whom it may concern,
RE: Account 8255909690058323
I am a new Dish Network customer, and I am furious with your service and your blatant disregard for customers. We had Dish Network installed on 10/16 and we have had nothing but problems since then. During the installation, the installer informed us that one of the three receivers that he brought to install in our home was supposedly bad and would need to be returned to you.
He came out the next day on 10/17 and replaced the bad receiver with a new one and had my husband sign some document stating this (we did not receive a copy of this that I am aware of). He said that by signing it, we would not be responsible for the bad receiver and he would be sending it back. At that time we thought everything was fine.
In late November or early December, UPS dropped of an empty box on our doorstep addressed to Dish Network. There was no explanation as to why, so I called customer service. At that time, they informed me that we had four receivers. I told them that we did not, and even our service agreement said we were to have service for three receivers, one which is a dual tuner and I thought perhaps that is why they thought we had four receivers.
Then my husband reminded me of the receiver that the installer took claiming it was bad. I proceeded to tell the customer service representative that the installer took the bad equipment and switched it with a different receiver and said he would send it in. She then told me it was OUR RESPONSIBILITY to track down the missing equipment.
At that point my husband called back and explained AGAIN to customer service that we did not have this fourth receiver and we never had four receivers in our possession at any time. He proceeded to explain AGAIN that the installer claimed we had a bad receiver, came back the next day, took it and replaced it with a different receiver.
Since YOUR INSTALLER had possession of the equipment, it was YOUR duty to hunt it down. At that time, the representative assured him that it would be resolved, however it may take a few weeks. At that point we thought we were finished.
Today, January 10 while reviewing my American express bill, I noticed an UNAUTHORIZED charge from dish network for 100.00. At that point the only thing I could conclude (and found I was right) was that it was for this mysterious fourth receiver that we STILL DO NOT HAVE IN OUR POSSESSION.
My husband called customer service AGAIN, and spent 58 minutes trying to get this issue resolved with your company. Basically at this point you are telling us it is our responsibility to come up with this missing equipment, or pay for it. Why are we getting all the blame and responsibility when IT IS YOUR INSTALLER that has the equipment that was suppose to be returned to you.
T this point you are basically calling us thieves and liars, and I don't appreciate it one bit as a PAYING CUSTOMER. I can't believe you think you can scam people like this and get away with it, then have the audacity to tell us that you can cancel our account for 200.00.
Ask your self this, why would someone that is paying over 100.00 a month for service, including HD/DVR try to steal the crappiest piece of equipment that you have? Does it really make any sense what so ever? Hardly not. Please, come search my home, car, body, cat, dog, and kids, NONE OF US HAVE YOUR DAMN RECEIVER. Perhaps your installer has a nice little scam running where he screws your customers over, we end up paying for the equipment and he sells it to someone else.
Since we cannot seem to get an agreeable resolution to this problem, here is what we propose you do within the next 7 days, or we will be filing a suit in our local small claims court.
A) Credit our credit card the 100.00 that you charged it.
B) Allow us to cancel our account with no penalty. I refuse to do business with a company that claims I am a criminal. I will take my money elsewhere.
C) Send us an apology, IN WRITING, I think thats the least you can do.
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