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You Win! I'm cancelling and going away, Dish Network

Posted Tue March 30, 2010 12:00 pm, by John S. written to Dish Network (Echo Star)

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On March 2, I wrote a complaint letter to Dish Network regarding not getting assistance with a HD DVR that continues to have recording errors. After two weeks with no reply, I was faced with having to call or write again or to just give up. I chose to give up and decided that I would keep an eye out for the next promotional offer from Direct TV.

On March 22, I arrived home to find that UPS had delivered a replacement DVR. I would have refused it if a signature had been required, but I was not given that option. Today I looked on-line to get the phone number to call and noticed my balance due was higher than normal. When I pulled it up, I saw that I had been billed a $15 delivery charge.

I called customer service and spoke with Jessica (ID: FSS). I explained to Jessica that no one had ever replied to my letter and that I did not want the replacement DVR now. Additionally, I told her I never would have agreed to having the DVR sent if anyone had replied and advised me that there would be a $15 charge to replace YOUR defective equipment.

Long story short is that Jessica told me "too bad." It did not matter to her that I was never advised about the DVR shipping fee. When I told her that I was considering canceling my service, she said okay but that there would be additional charges to send the equipment back. I was incredulous and asked her if she seriously would let me cancel and walk away over a $15 charge and she said yes.

So, Jessica wins. Having been with Dish Network for seven years at this house and four years at my previous residences, I am unhappy to realize that I have little value to Dish Network. What I find exceptionally annoying is that I have been paying over $120 a month only to be told "too bad" when I call for help and assistance.

I am going to just roll over on this one and accept that it is just too much trouble and time for Dish employees to treat me as if my business is appreciated. Jessica did a really good job of letting me know that it is not.

I will be calling to arrange cancellation and will pay to have the equipment returned, but it will be the last dollar Dish ever gets from me. And, I will be publishing this letter to every consumer advocacy website that I can find, as well as copying every Dish executive. Please note to NOT cancel my service based on this letter. I will cancel in my own time once I have arranged for Direct TV to install my new service with them.

It is wonderful that Dish is on a roll and that the company no longer needs the folks like me on which the business was built. The company stock is back in the $20 range and things are great for Dish. I hope someone catches on quick that it will not remain so if your highest paying customers are allowed to walk away over a $15 charge.


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by John J. Posted Mon October 29, 2012 @ 5:49 PM

we are going through thr same bull,i did nor renew my service so Dish
sent me a pre payed box to put their equipment in for return, i had to
take this to UPS.As with you, i was not informed about a return fee, i
was billed after they got their box a fee of 17.00 dollars.I refused
to pay so Jessica's friend ( not really ) sent the bill to a
collection agency.I guess i will pay the bill, i guess principle has
to take a back seat. Richard from Knoxville,TN

Reply
by Katherine H. Posted Wed August 22, 2012 @ 11:09 AM

The delivery fee is now $17.50, which is what I will have to pay to
return their equipment. Dish has shut down my account on-line so I
cannot get an itemized final billing to use for reimbursement for my
early cancellation fee (about $15 or so). The person who took over
Dish who decided to drop the AMC channels, then lie about the reasons,
should be removed ASAP. This person apparently has a mental illness
that leads him to punish his highest paying customers (my bill goes up
every month by $1-2, now is $127 a month). Enjoy your fees, Dish,
because they are the last $$$ you will ever get from me. I, too, have
decided it is not worth fighting them over these fees, but I am a very
creative complainer, and will be making complaints with any entity
that will take such complaints. I will start with the BB to try to
get my itemized statement. At least we can make their lives miserable
trying to answer such complaints. Dish, you may get away with it for
a while, but not for long, at this rate.

Reply
by Tracey R. Posted Thu July 21, 2011 @ 2:58 PM

I agree Dish Network has set me on fire today. I canceled my service
after two and half years, because Direct TV offered me an incredible
discount. I fulfilled my two year contract. I am more than willing to
give there equipment back, however, I refuse to pay $15 per box. I do
not see how it is my responsiblity to pay for this shipping cost. I
contacted Dish and was switched around to four people and finally got
a hold of the executive branch and he informed me that it was their
policy and that I signed a contract stating that. I said show me a
copy of my signiture with that statement I had the original contract
in hand. The only agreement I signed was if I was in fault of my two
year contract then I would be responsible for shipping. I fulfilled my
contract. It also said that it is my responsibility to return the
equipment in good condition within 30 days of cancelation. He said,
"exactly we dont state what you will have to do, we simply state it is
your responsiblity to return the equipment." I said, "I am more than
willing to drop it off at the nearest Dish location. He said they
will not accept it and I will be charged for the equipment. I said
fine, come and get it. It is on my front porch and it is now
tresprassing on my property.

I think this should be illegal, if it is not already illegal. I never
signed any documents stating that I would agree to this charge. Dish
Network made alot of money from me, and to do this to me is so sorry.
This is making alot of people very angry.

I will eventually send the equipment back, BUT IT WILL COST DISH
NETWORK $15, PER BOX, IN LETTERS AND LAWSUITS, BEFORE I DO.

Reply

by Tracey R. Posted Thu July 21, 2011 @ 2:57 PM

I agree Dish Network has set me on fire today. I canceled my service
after two and half years, because Direct TV offered me an incredible
discount. I fulfilled my two year contract. I am more than willing to
give there equipment back, however, I refuse to pay $15 per box. I do
not see how it is my responsiblity to pay for this shipping cost. I
contacted Dish and was switched around to four people and finally got
a hold of the executive branch and he informed me that it was their
policy and that I signed a contract stating that. I said show me a
copy of my signiture with that statement I had the original contract
in hand. The only agreement I signed was if I was in fault of my two
year contract then I would be responsible for shipping. I fulfilled my
contract. It also said that it is my responsibility to return the
equipment in good condition within 30 days of cancelation. He said,
"exactly we dont state what you will have to do, we simply state it is
your responsiblity to return the equipment." I said, "I am more than
willing to drop it off at the nearest Dish location. He said they
will not accept it and I will be charged for the equipment. I said
fine, come and get it. It is on my front porch and it is now
tresprassing on my property.

I think this should be illegal, if it is not already illegal. I never
signed any documents stating that I would agree to this charge. Dish
Network made alot of money from me, and to do this to me is so sorry.
This is making alot of people very angry.

I will eventually send the equipment back, BUT IT WILL COST DISH
NETWORK $15, PER BOX, IN LETTERS AND LAWSUITS, BEFORE I DO.

Reply

Dish Network Fraudulent Shipping Charges For Equipment Return by ZenMom Tue October 18, 2011 @ 10:26 AM
by ConsumerCopen Posted Mon June 13, 2011 @ 5:26 PM

I didn't get faulty equipment, but I have very serious concerns about
Dish Network. They should not be permitted to operate if they
continue to violate consumer rights. We have the right to know what
we are purchasing and the terms of that purchase.

We had Dish Network services for well over 4 years. Our contract had
expired and we decided to switch to DirecTV since their prices were
better. Over 3 months ago, the DirecTV dish was installed and we
called that same day to cancel service with Dish Network. The Dish
Network representative said we would have to send the equipment back
and confirmed that there would be no charges for shipping. They said
they would send us the prepaid shipping labels and boxes and we could
use them. We offered to return the equipment to the local office that
installed it, but they said, no, we can't do that. They said we have
to ship them, but the labels would be prepaid and it would not cost us
anything unless we did NOT return the equipment. They said if we did
not return it, we would be charged for the equipment. We received the
boxes with the prepaid shipping labels inside them and followed all
the written instructions included and promptly returned the equipment.
We received a refund from Dish Network for about $83 because we had
paid in advance and had a credit on our account. Now, we are
receiving collection letters for $31.80 which they claim is overdue on
our account. I called the collection agency and tried to explain it
was an error. They would not allow me to say more than 2 words at a
time without interrupting me. I then did the same thing to them - boy
they didn't like that much at all! They told me collection efforts
would continue and I was to call Dish Network if I had any issues with
the fraudulent charges. I called Dish Network and they said it's in
my contract that I have to pay to return the equipment. I said I had
received prepaid labels and they agreed that they had sent them to me,
but said after I use them, my account is charged for the shipping
costs. I explained that I confirmed with UPS that there is no charge
if I use the prepaid shipping labels, as long as I don't take the
equipment to UPS and give it to the driver instead. We followed every
step to a "T". My husband flagged down the driver so we would not
incur the charges. Now Dish Network says it's in our contract. We no
longer had a contract with Dish Network, as it had already expired.
Dish Network added charges to our account after it was closed AND we
had been issued a refund for OVERPAYMENT. If shipping labels are
"prepaid" and we are required to use them and if we don't use them, we
will be charged the full price for the equipment we didn't return, and
if we can't return the equipment locally, what choice do we have?
Doesn't "prepaid" mean "paid in advance"? That's what it used to
mean. I am not paying this bill and am filing formal complaints with
every agency I can think of until the fraudulent charges are removed
from my account. The Dish Network return policy I have does not say
anything at all about being charged after using "prepaid" shipping
labels. It only says Dish Network "may, at its discretion" charge me
for shipping. When they sent me the prepaid labels, they lost any
discretion they may have been entitled to - at least in my opinion. I
am not the only person with this same complaint issue when dealing
with Dish Network. Their policy apparently is to tell us one thing so
we send back the equipment and then they just add charges to a closed
account. They have no authorization to re-open my account and no
right to add charges AFTER they've issued a refund for "OVERPAYMENT".
HEED MY ADVICE: DO NOT EVER USE DISH NETWORK! (I intend to file many
more formal complaints. This type of bad business practice needs to
be stopped. Consumers have rights and I intend to exercise my
rights.)

Reply

Terrible Experiences with Dish Network by TexasComsumer Thu November 1, 2012 @ 12:57 AM
by John S. Posted Thu July 22, 2010 @ 5:07 PM

I too had a similar case. I refused to pay the $15 and told them I was
cancelling service. I spoke with two or three folks about it and even
their complaints department, all to no avail.

I then arranged for DTV and had a date to cancel. I called Dish and
told them to cancel my serv ice on the same date as the DTV hook-up.
That's when thwe guy said he would waive the $15 fee. I refused and
have enjoyed DTV ever since......minus the weather outages that occur
with satellite TV. You just have to live with it until technology
catches up.

This all occured about four months ago. Dish sent me boxes to return
the equipment, which I did. They sent prepaid shipping labels with the
boxes, which I used. Now, they're trying to collect $21.52 for the
shipping. Guess what? I ain't paying!! Hahahahahahahahahahaha. You
can't get blood out of a turnip.

Dish stinks. One time I had a customer service rep refuse to send me a
replacement remote unless I forked over $10 or so for the shipping. I
said, "Hey, it's your defective equipment; why should I pay for
shipping and it's not like it's coming out of your own pocket." Her
reply was that they would take the shipping cost out of her 401K if
she didn't charge me. Are you kidding me? Dish is a joke.

P.S. I too was a long time customer (7 years) @ about $125/month.

Reply

by billt Posted Wed March 31, 2010 @ 3:05 PM

I had direc tv a few years back they raise the rate every few months
and the service involves dial a robot and intolerable hold times.
JaredC, the bad weather also interupts direc tvs service and some of
the channels on COX, my present carrier.


Reply
by Jared C. Posted Wed March 31, 2010 @ 1:28 PM

This is actually VERY GOOD for the OP.

DISH Network is the WORST option for television service.

My parents had it for several years and - every time it rained heavily
or snowed heavily - their TV service was chopped up, interrupted and
generally NOT functional. This is really asinine of DISH's business
model and equipment as the time almost everyone on Earth wants to
watch TV is when it's raining or snowing outside! But, you cannot if
you have DISH!

I have heard these problems do NOT arise with DirecTV so maybe you
should check them out.

And - although the price is onerous and goes up every year - cable
service remains the best TV option as I have never - in over 20 years
of using cable - had quality problems or service interuptions.

Reply


I used to have Directv, they are just as bad during storms. cable is a better bet, if you dont mind paying through the nose! by Chadg Thu April 1, 2010 @ 8:30 AM
by Richard S. Posted Wed March 31, 2010 @ 10:56 AM

When you go to ship the equipment back, please make sure you have
someone sign for it when it is received so you have proof. Otherwise
Dish Network may claim they never received the items shipped back to
them.

Reply


by Casmly Posted Tue March 30, 2010 @ 10:19 PM

The sad reality of it is that just like cell phone companies, places
like Direct TV and Dish Network bank on the revolving door. Customers
will come in and customers will go out, but since most people aren't
going to give up tv or cell phones these places will remain in
business...crappy customer service included.

I do hope you are able to resolve the situation even if it does mean
going with an alternate company.

Reply


what if directv is just as bad? and cable is not available at the LWs home?... by Chadg Wed March 31, 2010 @ 1:38 PM


Sure, by Casmly Wed March 31, 2010 @ 2:16 PM

by RedheadwGlasses Posted Tue March 30, 2010 @ 6:36 PM

$15 to replace defective merchandise? That's adding insult to
injury.

I don't blame you for getting fed up.

Reply

you guys are ridiculous by corey r. Sun July 1, 2012 @ 2:44 AM




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