Background:
On August 16 I called DISH Network to let them know that I was having problems with the reception with only a few HBO Channels, but they were the one's I wanted. They told me it would take nearly six weeks to send out a technician to check it out. I told them I wasn't going to pay for HBO then, have it taken off, and I asked to speak to a supervisor about why it would take so long to get someone out.
The supervisor, whose name I have on the August bill but have not yet retrieved, was great and did a diagnostic with me on the phone. He determined that there were some frequencies that had unacceptable levels of reception. He told me that he would have someone come out September 2, and was very nice. He offered to give me the MegaMovie Package gratis for two months to make up for my problems for the previous two months.
I just got my bill today and was charge $119.00 for the service call. I signed the papers and have a copy and I should not have been charged. I was also charged $35.99 for one month of the MegaMovie Package. I called immediately and got a customer service agent, Liz, on the phone. She admitted that there was an error with the charge for the service call and told me it would be removed. Then she got very nasty and said that there was nothing in the records stating that I was to receive the MegaMovie package at no charge.
I said I had spoken to a manager who had approved this arrangement. I asked his name and she said that information was not recorded, with a real attitude. Then I said I needed to speak to a supervisor. Liz said, "Okay, but it will do you no good."
Andrea, the supervisor, was even nastier than Liz and with twice the attitude. I asked Andrea the name of the manager I had dealt with and she said that individual was no longer with the company. I noted that Liz had said the information was not recorded, which she confirmed, so how would she know the individual was no longer with the company. She then stated that I would have to fax documentation proving that I had been promised the two free months of the MegaMovie package.
Here's the Problem:
I said I wanted to speak to her manager and asked for a name. She said that was my choice, but was vague about a name. She asked if that was all I needed and I said I needed the fax number and she hung up on me. She hung up on me!!! Great customer service. SHE JUST COULDN'T TAKE THE USE OF LOGIC.
I later spoke with GUS, who was rational. He confirmed that the $119.00 should never have been charged, and was able to find what Liz and Andrea could not; the charge off code for the MegaMovie Package. Imagine that. I had to spend one hour and 25 minutes on the phone fixing something that should have only taken 5 minutes. And I was abused and disrespected in the process.
My time is valuable and I don't need this crap! What I learned is that I have to document every dealing with DISH Network because they do not keep their word. I suggest you document too.
This is what I demand: An apology from DISH Network CEO. I also either want Liz and Andrea to lose their jobs, or I want $325 credit on my account for my lost time and abuse. That is a DISH Network decision. If they choose the former, I want proof! I want copies of their pink slips with sufficient information that I can verify.
I have posted this as a consumer complaints to let them know they have a problem.
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