February 27, 2011

To Dish Network

I have been a good and loyal customer for some time. I am writing this letter to discuss some concerns I have about the programming and other issues. First of all I am on Social Security disability which limits my monthly income. Being that I am on Social Security disability I watch a fair amount of television. In the past few months I have seen quality of your programming go downhill. There are so many stations that repeat the same shows which invariably are all re-runs Some examples are shows like Family Guy, Two and one half men, American dad, Simpson, House, the CSI series, the music channels, especially VH1. There are several other programs that fall into this category as well. I liken this to going to the grocery store and putting items in my cart that I do not want. There are other programs that I do not watch still pay for them, such as sports channels and paid programming shows. They're also way too many reality shows that are simple senseless programs. I realize that they are cheap to produce but provide little in the way of quality programming.
I'm especially frustrated to be watching a show and see little graphics and commercials Pop ups at the bottom of the screen. This is very distracting while viewing the shows that I am watching. Some of the graphics at the bottom of the screen are reminders of shows to come. I have a guide button to find out what is coming up on future programming.
I think all of the above items mentioned result in a disservice to your custom. I believe that it lowers the quality of your product and the quality of your services. You have several levels of programming to choose from and I would like to see you allow customers to pick a level of service that they would like and allow them choose the types of programs they could get in that program level. I believe it is unfair for a customer to pay for items they do not use
As I alluded to earlier I am on Social Security disability so I have to watch my budget carefully. I have to cut costs wherever I can. There are certain necessities that I have to pay for each month but cable is not one of them. I need your help in helping me reduce my monthly bill. These past two months have caused me to consider whether I can afford to keep my cable, internet, and phone service. My last months bill was $194.21.

I would appreciate for someone to contact me at 573 -- 814 -- 1964 to see if we can come to some kind of agreement concerning these matters of interest.

Thank you,

Mike Martin

I called to cancel my TV service on January 26th. Could not navigate my way through the telephone menus, so I went on line and sent an email notifying Dish Network that I wanted their service cancelled. Several days later, after sending another email, I received a reply saying that I would be contacted by Dish Network's Customer Loyalty department. After more days had passed, I called again and finally figured my way through enough to talk to a person. I told them of my intent and told them that my account should be closed as of the date of my original email. I just received my credit card bill and, of course, Dish Network charged my for an extra month. I called them and after being disconnected and put on hold and generally not helped, I finally got through to a supervisor, where I was informed that there was nothing he could do, because I notified the company by email. There is nothing on their web site to discourage anyone from doing what I did. This is not the kind of service I would expect from the #1 television provider according to JD Powers, and I think their ranking should be revised.

I called Dish Network to change the location of my receiver (within the same room) . I went over what I wanted/needed before hand to avoid any surprises. I pay a $6/month "service plan fee" in case of things like this where a technician would be needed (dish needs to be re-aligned or in this case moved) normally they charge $95 for the tech to show up plus the labor according to Dish Network. So the operated indicated that my re-locating of my receiver would only cost me $15, I said, great and made the appointement and they did the job. I just received their statement and it went from 69.97 to 254.63. The so called installation was now $165.00 + taxes. So naturally I called in and they were keeping to their guns that it was what it was. Some BS that there were extra lines to run (extra 15 feet at each end of the box I would not classify as not being part of the installation) and they were insisting that my box was moved to another room witch it had not. I did indicated to them to let me know when my contract with them was up so I can take my business elsewhere; at witch point I was now turned over to a customer care specialist. This person, was getting loud with me when I told him again that the box was not moved to another room and if he didn't listen or hear well, he got a little hostile and I inditated that I would forfill my contract but then I was going to take my business elsewhere and I didn't want them to then react and try to gain my business back. So naturally, he went to work and explained that I should have only gotten charged for $50 plus the $15 because this was a "custom" installation. Custom my *(). The box was moved from one corner of the room to the middle of the room adjacted to a wall. So he did me a "favor" and took off $100 and I took it of course but will wait my 2 more months and "switch back to cable". Cable did a symilar job downstair from my apartment and charge only $30. I put up with Dish Network although it didn't fuction when we had bad storms or snow but this is redicoulus.

Dish Network has constantly ratcheted up my bill, Some charges are in accordance with the 2 year contract. They have made every effort to sneak some new made up charge on my bill every single month. Every time i call to inquire they immediately backtrack until the next month. The latest scam involved them sending me mail and e-mail saying i was fortunate to be recieving Starz free for one year then i get my bill and it has gone up six dollars when i call to inquire yet again i am told that is just how cable companies operate, I persevered and finally the call center person tells me they will stop the Starz and stop the six dollar charge. Well by god i did not ask for Starz and they send me all these lies saying it was free. Dish Network are thieves and it makes me very uncomfortable that they have access to my bank account, I do not like the idea of dishonest and unethical low lifes having this access.

After getting the run around from the first two people I talked to, I spoke with "cory". Here is the transcript in its entirety. Please be aware that if THEY are the ones at fault YOU still have to pay for it. It doesn't matter if THEY installed faulty equipment and your channel changes on its own, they want you to pay $95 for them to fix there own mistake.

Otherwise they will not help you.

Here is the transcript in its entirety.

Please wait while we find an agent from the (11) ERT Int Xfer department to assist you.
All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.
All agents are currently busy. Please stand by.
You have been connected to Cory (ID: L6F).
Cory (ID: L6F): Thank you for Chatting with DISH Networks Executive Resolution Team. In case you need it in the future my phone number is 720-514-8555 ext. 78034. Please give me 1-2 minutes to access your account and review your transcript with the previous agent.
kody morse: All I want is for you to provide television without the channels changing on there own. I have tried your methods to fix this, it still does it. To fix this you tried to charge me $95, twice, before saying you would try to resolve the problem by sending me a new box. I don't know how to hook those up and don't feel I should have to. I never signed up to do any installations. I just want my TV to work like its supposed to.
Cory (ID: L6F): I am sorry to hear that you are having issues.
Cory (ID: L6F): can you explain to me what you mean by the channels changing by themselves?
kody morse: well I researched this and for most people the problem is that they are on the same frequency with one of there neighbors or something.
this is not the case here. The channels change on there own, twice every hour, at :03 and at :33 ( so like at 8:33, 6:03. 5:33) I've tried resetting the box, and doing what your support team instructed me to do, but it still does it.
Cory (ID: L6F): ok.
Cory (ID: L6F): I am sorry that this is happening to you.
Cory (ID: L6F): What would you like me to do for you?
kody morse: Please send someone to install a new box or somehow stop it from changing channels on its own. I wouldn't care if I were in the same room to change it back but I am in a different room then the TV (using a splitter you installed instead of installing a remote in my bedroom) so I have to get out of bed every time it changes to change it back. I do not understand how boxes connect to TV's or anything like that so just sending a box would get me nowhere.
Cory (ID: L6F): I can do that, but there will be a fee to do so/
kody morse: why should I be charged a fee to fix defective equipment you gave me?
kody morse: your the ones who messed up here, I don't know why I'm being charged
Cory (ID: L6F): it is the expense involve in sending some one out.
kody morse: I understand that, but that expense should not be on me when all I am asking is for you to provide the service you agreed to provide me.
Cory (ID: L6F): the service plan, had you chosen to keep it, would have reduced that fee to $15.
kody morse: I shouldn't even be charged that. you are the ones who gave me defective equipment.
Cory (ID: L6F): I can add the service plan back on to your account, you must keep for 5 months, and the tech visit would be free.
kody morse: I do not want to pay for any extra service. unless the service plan is free, I do not want it. I just want my TV to work like its supposed to.
Cory (ID: L6F): I am sorry then, there is nothing else I can help you with.
kody morse: so you won't provide the basic service you agreed to provide me with?
kody morse: you won't fix my defective equipment?
Cory (ID: L6F): you are not wanting to pay for a tech visit,
Your session has ended. You may now close this window.

I laughed out loud when i saw this commercial.
http://www.youtube.com/watch?v=GueIeauPfOg

"if you do have a problem, you expect it to be handled quickly, preferably in person"- from the CEO himself.
NOT UNLESS YOUR WILL TO PAY FOR IT THOUGH! (they dont tell you that part in the commercial).