EchoStar FSS Corporation
Headquarters
9601 S. Meridian Blvd
Englewood, CO 80112
tel: 1.888.624.3474
Fax: 1.720.514.5140
[email protected]
EchoStar FSS Traffic Desk
9601 S. Meridian Blvd
Englewood, CO 80112
tel: 1.888.778.3728
Fax: 1.720.514.5140
[email protected]
EchoStar Access and
Technical Operations Center
530 Echostar Dr
Cheyenne, WY 82007
tel: 1.877.358.2263
Fax: 1.307.633.5533 / 5633
[email protected]
On Wednesday, 11/14/07, my husband and I contacted a Dish Network Distributor (PH#866-668-8047) and spoke to a Sales person by the name of Chris. At that time we were in search of and looking at Dish Networks claimed "State of the Art" services and to lower our cable bill due to the fact that we are a one (1) income family that lives under a strict budget. We signed up for satellite service for our very first time and we were looking forward to our installation date of Friday, 11/16/07. On Wednesday, 11/14/07, we signed up for satellite service; America's Top 200, including HD service, DVR and two boxes at $54.99/month (which also came with a $50 visa gift card, free HBO and Cinemax). We were very excited as this fit into our strict budget. Our only up front cost was $49.99, which was debited from our account immediately for an activation fee.
On Friday, 11/16/07, J.J. (or Josh) (Cell # 830-214-3965) arrived to our house and installed the Dish Network Satellite equipment. After the installation was complete, J.J. Then explained what he installed and confirmed our order. When J.J. Confirmed our order and verbally stated all the conditions we found out that we were told inaccurate information from Chris in the Sales department about a lot of hidden costs. It turned out that we were only receiving HBO and Cinemax for 3 months free; after that it was $15 for HBO and $13 for Cinemax per month. We also found out that they were not installing the phone cable and that we would have to pay $80 ($40 ea. For 2 boxes) for wireless phone adaptors to plug our boxes into for upgrades and additional services (i.E., phone calls viewed on screen).in addition, we found out that our HD service was free for 6 months rather than the 12 months free that was quoted by Chris on 11/14/07; then the fee would be $20 per month thereafter for continued HD Service.
In the days following our installation (11/16-21/07) we reviewed and tested out our new satellite service with Dish Network only to find that we realized that this product was not to our liking due to the quality of the HD service (was not any better than what we had before with Time Warner Cable and actually worse). The system was not user friendly and required a lot of time reading the manual to custom program specific guides.in addition, the DVR was a complete nightmare and we found that if we were recording something on TV "A" then we could not watch anything other than what we were recording on that TV "A". This was definitely a downgrade from what we previously had with Time Warner Cable. Taking all this into consideration, along with the HUGE factor of all the hidden costs that we would have to pay down the road, we then decided that we would have to cancel-we have no other option.
On Wednesday, 11/21/07, my husband called Dish Network's customer service line at 6:40pm, and spoke with a CSR named John (Operator # SMR) and explained all our frustrations, disappointments and concerns. My husband then proceeded to explain to John that we did not receive the quality of service that was promised, nor did we receive the $50 visa gift card, and that after the install we learned about all the hidden costs. My husband then concluded with John that we wanted to cancel Dish Network and return to our old services with Time Warner Cable.
Bottom line is we were swindled into buying something that was misrepresented all the way around. We flat out can not afford their services, and was never told of the additional hidden costs from the initial sign up date!
John stated that we are canceling out of an 18 month contract and that the termination fee was $240! Again, it was not mentioned that there a termination fee of $240 when we signed up for service on Wednesday, 11/14/07. My husband then pointed out to John that Dish Network did not provide what they stated they would in their contract and clearly broke their promise to us. Therefore, we do not feel that we are obligated to pay their termination fee, nor are we going to pay any type of termination fee. Then John went on to explain that there was nothing he could do for us pertaining to the equipment. John explained that we would have to physically take our equipment to the distributor that we contacted on Wednesday, 11/14/07, to dispose of it.
Due to the time of the phone call in the evening, as well as the fact that the Thanksgiving Holiday was the following day, we let the issue rest and then picked it back up again on Friday, 11/23/07.
Friday morning, 11/23/07, I noticed that our checking account had been debited $134.83 from Dish Network. I immediately called the distributor that we initially contacted and signed up with on Wednesday, 11/14/07. I spoke with a CSR named Dawson (Operator # 2VL) at 10am. I explained the cancellation situation and phone call we made on Wednesday, 11/21/07. I then also explained the unauthorized debit from our account that I noticed that very same morning of Friday, 11/23/07.in addition, I requested their policy and the proper procedures on how to return their equipment. Dawson explained that Dish Network cancelled our account on Wednesday, 11/21/07, when we called. At that time they processed the debit request for the $134.83, (a pro-rated termination charge - which hit my account on Friday, 11/23/07) after we specifically said that we felt we were not obligated to pay and were not going to pay. I asked Dawson how to dispute this and I was never answered. Dawson then put in a request with UPS to send us a package within 3-5 days to ship back the satellite boxes and remotes. I asked the procedure about the actual dish on my roof and he told me to unscrew some disk in the center of the dish and to send it back in the UPS package. I told him that I was not willing to accept that liability and did not feel comfortable with handling their equipment. I asked him if they could send someone out to pick up the entire dish and he told me that was not their policy but that maybe in the future someone might come out to remove it.
We are completely and utterly frustrated beyond words at this point. We went out on a limb and took a chance to try something new and this is how we were treated! We feel that we have been taken advantage of financially. Again, as mentioned previously; being a one (1) income household we can't afford being taken advantage of. Due to the fact that Dish Network debited our account against our authorization for $134.83 (very unexpectedly) on Friday 11/23/07, we are now unable to pay for our regular scheduled bills that are due; which will ultimately cause several more problems to deal with. We are completely dissatisfied with Dish Networks swindling tactics and business conduct.
We are seeking a total refund and final conclusion to this situation by requesting the $49.99 activation fee that was debited our account on Wednesday, 11/14/07, and the $134.83 pro-rated termination fee that was debited our account on Friday, 11/23/07. Totaling: $184.82.in addition, we are requesting an authorized Dish Network representative to physically come and remove the satellite dish which is still attached to our roof.
11/23/07 - Faxed & emailed Dish Network Letter, Contacted bank, filed BBB report.
11/30/07 - To Date, still have not recieved UPS Boxes, nor have we received a refund.
Carrie
san antonio, texas
U.S.A.
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