After having Dish Network for almost four years, I decided to go ahead and upgrade to a DVR system in January. I did have to sign an agreement stating that if I canceled the service before 18 months (which would be July) I would be liable for a $240 cancellation fee.
Since the DVR was installed, it has broken down THREE times in the last six months! Each time I complained, a new receiver was sent out and I returned the broken unit as instructed. The second time it failed - the end of June - a service technician was sent out to investigate the problem. Sure enough, once again it was due to a faulty box.
This week the THIRD unit failed! So as far as I was concerned, that's it for Dish. I called to cancel the service and first found out I had been charged a $29 service call for the June repair visit! After some wrangling with the Dish billing rep (I had a hard time understanding him as his English was poor) the $29 was removed from my bill. He then transferred me to Customer service to make arrangements to cancel the account. He also informed me that I would liable for the $240 cancellation fee! I said "I don't think so!"
I next talked to a Customer Service Rep and explained the situation. She said she "understood my frustration" and said they would "send me a new box." I told her I did NOT want another box, had that I neither the time nor patience to deal with this a fourth time! She then said "Well, you know, electronics aren't meant to last forever..." Yes but three in six months??? Come on!
She then said I would have to pay the $240 cancellation fee. I was (and am) incredulous; I'm supposed to pay because THEY have sent bad equipment three times in six months? I think not. She then said my credit card would be billed for the full amount due - the remaining monthly charge plus the $240 - within 72 hours. I told her it would go into dispute then, because I would NOT pay. I asked to be connected to a supervisor, who was even more hard-nosed than the Rep. She said there was absolutely no way to waive the fee or to avoid my card being charged.
So via this list thing morning I found the number for David Rayner Executive Vice President, Installation & Service Network: 303-723-1000. Another consumer had the cancellation fee waived in a similar circumstance. I'm calling now to state my case.
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