Dish Network - DISH PROFITS FROM POOR EQUIPMENT RETURN PROCESS
I cancelled my Dish service (We hated it from the start of the long two year contract) and received two boxes in the mail that included shipping labels and packing instructions.
I had rented one DVR receiver and two standard HD receivers, plus had purchased one receiver. Dish sent two boxers, one for the DVR receiver and the other for two standard HD receivers.
Since I could not find instructions that specified exactly what two standard receivers to ship back, I simply packed the first two I from my stack of three and shipped them to Dish.
I later got a call from Dish saying I would owe them $200 dollars since they had not received all their rented equipment. I called their customer service department and was explained I had shipped three receivers and expected my account to be closed and my unused fees to be refunded.
The customer service rep explained that they could not verify I had shipped back three receivers and needed to check with her warehouse. She told me she would email the warehouse and we should expect a replay in 10 days ( I wonder if they send their email via the post office)
I ask the representative to assure me that Dish would not charge my account $200 since I had returned what I thought I was expected under my agreement with Dish. She told me not to worry, I would not be charged and we would hear back from them.
One week later I got an email saying my account had been charged, so I called Dish and spoke with one representative who seemed confused, when I asked to speak to her supervisor she put me on hold and after about 15 minutes the call was disconnected.
I called back, spoke to another service agent and he transferred me to Eddie Muro who called himself a Customer Resolution Executive. I explained to Eddie I had shipped one DVR and two standard receivers to dish and expected not to pay $200 and to receive all credits due.
After some discussion Eddie Muro from Dish Network came to the correct conclusion that my one remaining receiver must be the rented receiver not the purchased receiver (they are exactly the same). He said that since I had to return the rented receiver or face the $200 charge.
I asked Eddie if they could just take the paid for receiver and call it a closed case. Eddie said Dish had discarded that receiver. I asked if that meant they threw it in the trash and I never got a straight answer.
After some discussion I told Eddie I would send back his worthless to me receiver if he would assure me that I would not be charged $200 and not be forced to pay shipping charges again.
Eddie and I then spent well over 50 minutes on the phone, Eddie was sure I had received instructions explaining exactly what to ship, I assured him I hadn't. Eddie also indicated the receiver I owned had no value to Dish but the identical rented receiver would cost me $200 if not returned.
Eddie Muro said he would send am email asking Dish to delay charging my account but he could not assure that it would indeed not be charged before I could ship the worthless to receiver.
I asked Eddie Muro of Dish if I could speak to his supervisor. I was placed on hold many times, generally for over 5 minutes, once told I would have to wait over 10 minutes then finally told I could get a call back in maybe 10 minutes maybe 24-48 hours.
BOTTOM LINE: DISH DOESN'T CARE ABOUT THE RECEIVER, THEY HAVE CONFUSING PROCESSES FOR CUSTOMERS EXITING THEIR RELATIONSHIP WITH DISH.
I CAN'T SAY THEY HAVE MADE THESE PROCESSES CONFUSING ON PURPOSE BUT IF YOU DO SOME RESEARCH YOU CAN SEE THAT DISH IS GENERATING A NICE SUM OF REVENUE FROM THE CONFUSION THEIR CANCELLATION PROCESSES HAVE CREATED
DISH PROMISES A SMOOTH *** INTO THE WORD HD TV, BUT THEY FAIL TO WARN CONSUMERS ABOUT THE ROUGH LANDING..DISH SHOPPERS BEWARE!
Review about: Dish Network Receiver.
Monetary Loss: $200.