October 8, 2009


Dear Sirs:
 
    Enclosed you will find a complete detail of the events in which I took part to add to the information my husband sent you previously on September 21, 2009.  
 
    On September 17, 2009, I called Dish Network to inform them that my TV was damaged and needed to be repaired, and then I had to cancel the transaction until that situation was fixed. Following this, they informed me that morning that I had to call Dish Dealer-TV-EBTV at l-800-374-0678. I called and I spoke with Robert explaining the problem to him. He said that they would not give us our money back if we had to cancel that appointment. Although we said to them that we had to see how we were going to solve that situation, apparently they immediately cancelled our previous verbal agreement. After speaking with a lady from American Express that said to us that she had a good service provided by Dish Network, we spoke with Christy from Dish Network trying to solve the situation and Christy absolutely assured us that if we solved our situation and re-schedule the initial appointment no further fees would be charged to us with the exception of the initial fee ($49.95), which would be reimbursed to us anyway by means of a Visa gift card.
 
    Since I still didn't have clear what was comprised in the plan we verbally agreed to be in, and what channels were included in it, I decided to call Dish Network once again. I spoke with a Dish Network employee from customer service whose name is Ines. She told me that the plan we had signed for telephonically around 12:00 AM that same day earlier, was the Latino Max. In that plan was not included the tennis channel, main and only reason why we contacted the dish network in first instance. Ines transferred the communication to Dora and she confirmed what Ines just said. Immediately, I called Dish Network at 1-800 333-3474 and a female employee told me that in reality the package we had only had the tennis channel for the first year! The second year we were not going to have the tennis channel, as the employee from Dish Dealer-TV-EBTV at l-800-374-0678 whose name is James, initially had said. We sadly confirmed that James, with whom we had made the initial verbal agreement to have their services, lied to us. That agreement was a flat and absolute lie! Furthermore, sad to say, when I checked my American Express statement next day,  I realized that Dish Dealer-TV-EBTV at l-800-374-0678 had charged us twice without our authorization and without us knowing!
 
    Being now sure that Dish Dealer-TV-EBTV at l-800-374-0678 lied to us, I decided to call them again to cancel the agreement. I spoke with Vernon at 4:40 PM to cancel the initial transaction. I asked him to speak with a supervisor, but he said that in order to do that I had to tell him the reason for my cancellation. After I explained that to him, he said that the supervisor was busy. I immediately responded that he was not been truthful to me, and several members of that company already were not telling the truth in order to get our business. I further said to him that since we mentioned all these facts to those employees, we deserved to receive our money back, since all the initial verbal agreement was based only in lies. He responded that no matter what we did we will not receive our money back. I said to him that due to that fact that all was a lie, we would cancel the agreement. I added that if we knew all the truth, that they were not in reality Dish Network but a parallel company, and that we would only have the tennis channel for one year, we surely would not agree to have their service. I mentioned him that we would dispute the charges made by his company and that he would have to talk about our conversation when needed.
 
    Following these events and not happy with Vernon's attitude, I called again Dish Network and I was transferred to speak with Mr. Tucker at 5:10 PM that day. I ask him to please take note of all events that had occurred that day. Mr. Tucker said that the people from Dish Dealer-TV-EBTV at l-800-374-0678 had lied to us, and he added that I had all rights to cancel the transaction and receive my money back. I asked him to please mention this, in case it was needed. Surprised by the situation, Mr. Tucker transferred me to speak with Heather from the Loyalty Department. I explained to her again all the events that had occurred, and she said that I was right and she would send a note to Dish Dealer-TV-EBTV at l-800-374-0678 about the situation since she was extremely disappointed they used lies to get our business. I spoke with her until 5:34 PM and I mentioned I was hoping our conversation was recorded.
 
    After this, I called Vernon again to finally tell him that I had spoken with Dish Network and I had cancelled the initial transaction; and to explain him that the attitude his company had to get our business was not right. I mentioned him that using lies to get any business is absolutely unacceptable and any agreement using lies is not anymore valid, and we were going to dispute the charges with the American Express.
 
    We are never going to accept that liars always win!
 
 
Sincerely,

 
Beatriz L