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Dish Network / dishonorable business practices

1 United States Review updated:

(I've sent this to the BBB, Attorney General's office and a few newspapers. I want to get the word out)

I have been a customer of Dish Network company for over five years. I telephoned them on February 21, 2007 (yesterday) and asked if I had a standing commitment to continue service with them. The employee I spoke with put me hold, checked my records, came back on the telephone and informed me that I did not. I asked again, “Are you sure? I need to positively verify this as I am planning to enlist the services of another satellite company and intend to cancel your service.” The employee further assured me that I did not have any commitment with them any longer.

With that information supplied to me by Dish Network, which I trusted to be truthful and correct, I arranged for another satellite company to come to install their system, which they did today, February 22, 2007.

After the other company finished installing their satellite equipment and left my home, I telephoned Dish Network to cancel my account with them. The first person, with whom I spoke, verified apparent notes on his computer, that indeed I do not have a commitment with them. However, they needed to transfer my call, or so they said, in order to cancel my service. I was put on hold for a very long time, approximately 30 or 40 minutes until they caused the telephone to disconnect.

I called back. After waiting on hold for what seemed an eternity, listening to repetitious music, they then informed me that I have a commitment with them for another six and a half months and if I cancel, I will owe them $13.33 per month remaining in that time frame, which amounts to $86.65.

I objected, naturally, informing them of my telephone conversation yesterday with one of their employees. I went through the whole story again with someone else. (You can never talk to the same person twice) I asked to speak to a supervisor and was put on hold again for approximately twenty minutes. Altogether, I was on the telephone for approximately an hour and a half and all to no avail. I was told, point blank, that no supervisors were responding.

Therefore, I explained the whole story again to yet another employee. This time, they denied having any notes that someone told me that I was not under any obligation to continue their service.

I again reiterated that they should honor the information that one of their employees gave me, regardless of whether I have six and a half months left of obligation to them. They refused to honor that. I explained that had I been given accurate information, I would not have arranged to connect with this other company yet. And still, they held fast.

They also demanded that I pack up their receiver boxes and satellite dish in boxes that they will send me by UPS. Then I am to take them to the UPS office and mail their equipment back to them. If I fail to do this, there will be an exorbitant monetary penalty. I am dumb struck as to why I should have to do their work for them, using my time and effort to package these items. I am a senior citizen and I am appalled at their aggressive behavior.

To sum it up, although I may have had a commitment with them and I had nothing in writing about the telephone conversation, (big mistake that I should know better than to make)I feel that Dish Network displayed very dishonorable, immoral and despicable business practices. These practices clearly manifest themselves in this company’s mistreatment of customers, with untruthful, incorrect and inconsistent information, resulting in my having to pay for two services for another six and a half months. Had I received a straightforward answer yesterday, that I am indeed committed for another six and a half months, I would not have signed up with the other company until those six and a half months were past. I am extremely displeased with this ineffective and dishonorable company.

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  • Lo
      15th of Mar, 2007
    +1 Votes

    DISH Network is the worst, hands down, when it comes to automated phone service. I've gone through the phone system instruction seven times in an attempt to resolve my technical problem. This annoying automated male voice asks me, after pressing the correct number for technical support, to "check the batteries on your remote." I do so, because I don't want to appear scatterbrained in the opinion of the automated voice. God forbid. Batteries good.

    The voice begins each sentence or question with 'Okay...' or "Let's see..." in an apparent attempt to ingratiate me. I did a reboot. I reset the remote. I went through this each of the seven times I've called. I even had a new receiver sent to replace what I assumed was a broken receiver. Not the problem.
    For my last foray into the beloved world of customer service, the human person (for whom I waited an astounding 46 minutes) told me I must go through the steps by phone before a technician is sent, or pay the price out-of-pocket for the call, which is $29.95 per hour, including drive time. I refused to go through the steps yet again. I asked to have a technician sent and reminded them of my warranty. I overheard this actual human person, Tiffany, speaking to another actual human person about how she finally "did" her brother's friend, and hopes no one finds out. I was almost so bored with the aforementioned 46 minutes of mind-numbing phone hell to actually care about her sex life. Really. She returns to the line to tell me that I will have to speak to a supervisor. This sounds like a fabulous idea to me. Then, dead line. Ooops, we were cut off. Damn, I won't find out who was on top and if they cuddled afterwards. I call back. This time, after chatting with automated Dish Man, a conversation sprinkled with my, "Sure thing, co*ksu*ker!" to his cheerful requests, I get a human in 22 minutes. I note that this is less than half of my original wait. I count my blessings. I tell this new human, who has just completed a weeklong community course in English as a Second Language, that for two months I've been experiencing the same problem, and I need help. I want a human to come to my home. I remind her that I’m still under warranty and throw in that DishMan has called me a valued customer at least twenty times. She is unimpressed, but schedules the human technician after two jaunts of "Um, hold on a minute...I need to,… um,...just hold on, okay?" She schedules the service call. I rejoice in that fact that although I’ve used foul language with automated DishMan, I’ve kept my actual conversations with the humans quite professional; cordial even. “Thanks for your help, honey-dumplin, I’ll be home on Thursday awaiting my technician!” (No, I didn’t SAY ‘honey-dumplin,’ I only thought it.)

    I’m supposed to have a technician here between 8 am and noon today. I mean "was supposed to have..." I called in at 12:30pm to the automated system only to be told by DishMan, "Okay, I see that you have a service call scheduled for (second automated voice; this time female) Thursday, March 15th, 8 am to 12 pm. (now back to male voice) Please continue to wait for the allotted time." Then I’m rerouted to the main menu. Okay, I think, perhaps they meant Eastern time. Cool. I think I'm being quite reasonable, considering that I'm a bit limited to television programming because I live in a remotely rural area. I am also not afforded the luxury of finding and killing DishMan with my bare hands, but I digress. Now, it’s 2:40. I’ve called back, spoken to a human (31 minutes this time) and, while I didn’t use an epithet, I did become belligerent. They tell me the technician is “en route.” He must be flying right behind the monkeys that are exiting my a $$.

  • Cu
      30th of Oct, 2007
    +1 Votes

    I agree let's do it!!! They are giving me such a hard time as a customer. I am so tired and frustrated! Someone has to do something about it.

  • Fr
      27th of Jun, 2010
    +1 Votes

    wow. so many unhappy customers. direct tv will be pleased.

  • Jo
      22nd of Dec, 2007
    -1 Votes

    Stop complaining, you USAns always complain.

  • Jo
      26th of Feb, 2007
    0 Votes

    Dish Network are SCAMSTERS and their business practices resemble the infamous "bait and switch" camera/video shops of Brooklyn. I signed up for a "Gold HD package" last year, the price was to be $49.99 for an entire year. After only two months, they changed their pricing scheme and raised prices (without any prior notice) and now they want $72.99 per month for the very same service. This is illegal, this is a scam,we should organize a class-action lawsuit and take on these ###s.

  • Me
      16th of Aug, 2007
    0 Votes

    Well Dish does suck, i switched from direct tv, to dish and in 48 hours i didn't like it so i switch back and dish charges me 300 for early termination, i said i don't like it and there pretty much like tough ###, try that on, dish sucks and i hate them...

  • Cu
      30th of Oct, 2007
    0 Votes

    I am a customer from Dish Network for almost 2 years now. I don't have any connection problems, but I do experiencing very poor customer service care, Billing disputes, excessive fees charged into my account.

    Poor attitude from Dish Network representatives and supervisors. They do not clarify OR even try your questions about your account with them.

    I am frustrated and disappointed with this Company. I think we all should joint and start a 'Class Action' against Dish Network.

  • St
      16th of Nov, 2007
    0 Votes

    A good tip. When dish overcharges you on your credit or debit card call the number on the back of the card. I did this and visa put the disputed money back in my account and some overdraft charges caused by dish the same day and after the investigation got dish to the cancel the charge. Visa said we dont' let dish network do that.

  • Hb
      9th of Jun, 2008
    0 Votes

    I have the similar story. I have been a Dish customer for past 7 years. Just the other day I called thm to ask why I am not getting local channels in HD even though I have been paying for them for past 2 years. I was told that they need to replace my Dish to mpeg4 version and they made an appointment for Friday. Friday came I received a call that they were really busy today so is possible to re-schedule for Saturday. Reluctently I agreed to screwe off my Saturday. I sat and waited all Saturday and no one showed up. I called Dish and was told no one had my appointment. I was furious and tried to cancel my service. After a long discussion and aplogies I decided to give them another chance at the promice that someone will be there on Monday. Well, Monday came a technician showed up but told me that my roof is too steep and she cannot climb it. My house is a standard colonial in Chicago land area. I was told that she needs to go to another job and didn't know when they can come back. I called again Dish and spoke to a customer service supervisor. She apologized agian and promised that a install team's manager will call me with 5 minutes and set something up. It has been 4 hours and no one has called. I think I will cancle them.

  • Jo
      30th of Jun, 2008
    0 Votes

    I had to move from Jenner, California this April to Everett, Washington. I knew when I was going to move, so I called Dish about 30 days before and told them the move date, and asked to be sent a box or label to return my HD-DVR. No box arrived. I called a few days before the move and said I only needed a label, as I had packed the receiver in it's original box. I gave them my new address in Washington. I will say that they did NOT charge me for canceling my account early, as they agreed they could not provide internet and phone service with TV in Everett, while Comcast could.

    About two weeks after I had moved and taken the receiver with me, I received a forwarded carbon copy post card from UPS telling Dish they could pick the (empty) box up in Santa Rosa, as I no longer lived there. I called Dish again, gave them the new address again (it was not in my account) and asked that a label or box be sent to me. A week later I received a second carbon copy post card forwarded from Jenner telling me the same thing, that the customer had moved and to pick up the box in Santa Rosa.

    At that point I called Dish again, and asked for a supervisor. I had him repeat back to me all the information I gave him to get me a box here in Everett. I had to do that because my account still had no record of my new address.

    Soon, the box arrived. I unpacked the receiver from it's original box and boxed it into their carton, applied their pre-printed UPS label, and dropped it off at a UPS approved shipping point.

    A week later, while checking my bank account, I saw a $2.00, then a $23.85 debit from Dish. The next day they took out $384.34. (I had more than sufficient funds for the whole amount the first day).

    It had taken them more than 75 days to get me a shipping box, yet after my final phone call about it they had immediately debited my checking account for more than $400.

    I spent more than 5 hours today trying to get that money refunded to me, only to hear the same song over and over. We're so very sorry for your inconvenience, but equipment not returned within 30 days must be paid for.

    And, because I merely applied their UPS label and dropped the box off at a local UPS shipper, and therefor had no tracking number, they could not refund the money until they received the receiver. They apparently do not keep a record of the customers shipping label numbers that they print, only those they use to get the empty box to you.

    I asked how could I possibly get the equipment back to them within 30 days if they could not get me a box or at least a label to ship the equipment back to them within 75 days.

    They're "so sorry for my trouble", but not so sorry that a 66 year old on a fixed income has to do without $400 for 3 to 4 weeks.

    Very frustrating dealing with overseas representatives who have their hands tied (they cannot call other departments, like shipping, who would have the reference numbers from the labels that were printed for me)(And shipping, by the way, does not take calls!) I never did get to speak with anyone who was in the USA, or could have seen the folly of their service and helped me.

    Not only here, but wherever I can, I will trumpet the failings of organization within Dish/EchoStar, and the lack of customer service they exhibit.

  • No
      1st of Aug, 2008
    0 Votes

    We have been so totally screwed by Dish Network! It all started about four months ago when we decided to upgrade to HD (and the highest, most expensive HD tier) because we discovered that Dish Networks carried the Voom HD channels including Monsters HD, which was a channel that we really loved. After about only a month of HD service (with poor picture quality), Dish Network suddenly and without warning pulled all of the Voom HD channels from their service. We work up one day and turned on the TV and discovered that these channels were gone. In there place were a few new HD channels that are much cheesier (and not as good), along with a few new HD feeds of "basic channels" that didn't look any better than the SD feeds.

    We finally decided to drop the HD channels completely, since there were no longer any channels offered that were really good. But, strangely enough, Dish insisted on still charging us $7.00 a month just for the privelege of having an HD receiver, even though we no longer received any HD channels!!!

    And it gets worse. We were long-time subscribers to Dish Networks' Club Jenna adult channel, which we really enjoyed watching. Then again, suddenly and without warning, Dish dropped the hardcore feed of Club Jenna (July of 2008), opting instead to carry the softer core feed of Club Jenna, which is not as good and is heavily edited (poorly) with shorter movies that are not as erotically stimulating. We tried watching movies on Club Jenna for the entire month of July before we finally realized that something was wrong. I contacted Spice Networks/Club Jenna to complain about their recent poor programming changes and they informed me that Dish Network had given us the old switcheroo, changing the Club Jenna feed to a softer feed (a.k.a. "boring")

    I feel like Dish Network has given us the "bait-and-switch" at least three times now, and I am totally disgusted with their inconsiderate and unscrupulous business practices.

  • St
      3rd of Aug, 2008
    0 Votes

    I ordered a dish from Dish Network for 19.99, with locals for another 5.99 totaling 24.99, in speaking with the sale person she asked if I wanted a DVD recorder I said no I already have one, forgive me she didn't ask she said that I would get a DVD recorder I asked what was that!, she explain, I told her I didn't need that, than she said I would get 100 channels, I asked how much was that she said something like 39.99, I told her that I didn't want that, I just wanted the family package for 19.99, she acted like she didn't hear me, so I said it again, she than said I could call and down grade. They came to install on 08/2/08 the man said he wanted to know what room I wanted the recevier in, I pointed him to my den. At the end of this situation he gave me all this paper work to sign, I became confused, the contract didn't sit well with me so I told him I wasn't going to sign it, so he told me I didn't have to sign it and they left in a hurry, he did tell me that I needed to call the 1800# Customer Service number, so I did and this is when I found out that I would be billed 39.99, plus 5.99 for the Dvd. I told the customer Service rep that I didn't order it, she told me that I allow the installer to install and to leave, I in turn told her that I didn't know what he what he was installing he told me that he needed to install a receiver . The long and short of this story is they will not come back out and remover it, if they do it will cost me 50.00 to remove something that I didn't order in the first place, I called again and ask to speak with their supervisor she came on the phone saying the same thing, that I allow him to install it and that I allow him to leave, I called again and again each time they would put me on hold and never come back to the phone. This is the worse business dealing I have ever had with a company, stealing money from people, lying to get business and making you seem like you are the bad person in this situation, now am in this situation for the next Two years, because they will not come back out and if I cancel they will charge my credit card 200.00

  • Mo
      6th of Aug, 2008
    0 Votes

    hey, i am a mom of 4 small children ages 6, 5, 3 and 4 months. we have been getting outragous charges of xxx ppv movies on our last 3 or 4 statements. we are in debt of $500 plus on porn movies that we would never even think about renting but dish tells us they have to be our charges. we are in the same situation where some of the movies are rented around 2:30 in the afternoon and some 5:00 a.m and accasionally more than one with in a few hour time span. i know one thing for sure at 2:30 in the afternoon my husband is at work and I had better be taking a nap with my kids. and you had better believe that once we get to bed we are not going to be up by 5 for an early am pornathon the only time during the night you are getting us out of bed is if one of the babies is crying. we have called and had them lock our ppv and argued and fought wiht them over taking them off of our bill but like yourself, they just talk to us like we are dumb as hell and have no idea what we are talking about they say there is no way someone else could have ordered the movies because they would have to have our phone # well, how hard is that to get a hold of!!! lots of the time the movies are rented on nights or days when we are no where around the house or gone for the weekend somewhere and even though we have people who can vouge for that and have told dish network that they still don't believe us. we don't know if we should pay the porn charges or what to do. we are an average struggling american family, sometimes it is hard to even keep food on the table and buy diapers and formula i surely could think of a lot better things that dirty movies to spend 500 dollars on . let me know what you think or if you have any suggestions for me. thanks, mom of 4

  • Ke
      3rd of Oct, 2008
    0 Votes

    I am too pissed off to even begin to express my displeasure towards dish network. After being promised local netoworks, I recieved local channels for about 30 days, after which, they removed CBS locally (I watch SEC Football) and they had no answer for me. Screwed once. I kept the service for the remainder of my contract, then disconnected and went with cable. I recieved the boxes to return my equipment yesterday and then today I noticed a $600.00 equipment charge on my Checking account. Screwed twice) Nowhere in my contract is this specified. After HOURS on the phone with dish network, all they could say was "we are sorry that you feel this way." Please, everyone stay away from dish network!!! It is a total scam!!! My family really needed that money! Dish network took it!!!

  • Gr
      12th of Sep, 2011
    0 Votes

    DISH NETWORK what a ripoff. I got their service in Feb and I HATE IT I tried to cancel today and they say I must pay them $17.50 per month for the 18 months left...$315.00 to cancel a sorry satillite service...That is Bulls___. My contract says the cancellation fee is 7 dollars and 50 cents per month ...where the Hell do they come up with th other 10.00 bucks per month? Michael, at dish network who solves problems...solve this one...DISH NETWORK is not even one half the quality of Directv and Directv only charges $7.00 per month cancellation that tells you how bad Dish Network is hurting...that they rip you off when you sign up and they rip you off when you want to cancel...I pray to GOD that some REAL Attorney reads this and can find a way that those of us who have been ripped off my dish network and sue them for sorry service and stealing money from customers...Have you seen the new ads? They have dropped their price even lower to $19.99 trying to get new customers...Dish Network is loosing customers daily..mainly because their equipment is 15 years behind Directv's equipment..I will pass on what Dish network has done and I will continue to pass on what dish has done and is doing...Somewhere there si someone who will stand up for the little guy that Dish network is stealing money from...DISH NETWORK is not only a saoory company..but it is run by theives!! I WILL NOT PAY YOU PRICE TO CANCEL BUT I will agree to $7.50 as stated in my contract!!!Charlie Ergen (or ergon however it is spelled) You sir run a sorry company!!

  • Bl
      12th of Feb, 2009
    0 Votes

    Infinity Sales Group, LLC - performs installations for Dish Network
    I was a victim of infinity group yesterday and I was so mad I called Dish Network directly to complain. Guess what? After being transferred 3 times I spoke to someone who identified herself as Executive account manager and she gave me a $100 credit on my account for the gas card I never received (I should have said the card was $200 (lol)). If enough of you call and hold Dish network accountable and they spend enough money, they will stop doing business with low-lifes like Infinity group and put them out of business for good!!!

    I also filed a complaint online with the Better Business Bureau.

    CALL DISH NETWORK NOW! and let them know how pissed off you are and that you are not going to stand for it.

  • Mo
      28th of Jun, 2011
    0 Votes

    I cancelled my Dish Network 2/2011- when I called to cancel & they could not sell me additional programs they transferred me 3 times to try & convince me to keep them, which only made me more determined to cancel. A supervisor then told me they wouldn't cancel the service until my bill was paid in full. Since I was overpaid $178.27 fine, refund my money & cancel. She then became very snippy & said my service was cancelled- that took less than a minute to shut off. The refund check however did not come for 2 months. Then it was only $134. I called & was told they keep so if I chose to sign up again they have the deposit. Told him didn't want to ever sign up again, give me my money. End of May received $42 (still not the full amount of $178.42 due), by this time original check had expired (did not want to cash any checks until full amount received). Called again & hung up on 3 times. Advised original check no longer good, reissue and should be for $136.27-was on the phone for 45 minutes.
    One June 27 received a check for $42. Called & was hung up on when transferring to supervisor 3 times. Finally put me thru to Danette Hughs ( 720 514 8555 ext 70379.). She told me first $42 check was voided and a new on reissued (no idea why). The check for $136.27 was processed on June 15th and I should received in another week or 2 seems it takes 2-3 weeks after processing. She at least was friendly & the first person to give me her full name & direct number. Will see if I get the check now.

  • Co
      26th of Jul, 2011
    0 Votes

    Dish TV needs to get with the 21st century. My credit card was used fraudulantly not once but twice within a 4 day period to the tune of $800. They were notified the first time and didn't even run the card to see that it had been "flagged" as stolen. Guess they don't have that technology. A very SIMPLE yet complicated (for the Executives) safeguard would be to require the people paying by credit card to give the 3 digit security code on the back. After many "assurances" and "apologies" by THREE, count them THREE people in the "executive offices they were "unable to cancel the order and return my money immediately. After a conference call with my bank confirming I was the only one with authorization to use that account - they refused to give me the information on who was using my card. It will take a suponea from the Police Department to acquire that information. To me, they are protecting the people that are stealing and have no regard for the victims. I have directtv and am so VERY HAPPY I chose them over this company who protects all but the victims. I can only hope that Dish TV is also named as a co-defendent in the charges against the people who have been arrested before for doing this. But I'm sure "big business" will slide right through this. DON'T go with this company! They are so competitive that when the police officer called it took him a half hour, getting bounced around and telling them numerous time that he did not want Dish, was not calling about subscribing - he finally had to say, I am trying to arrest someone! Guess that's what you get when you outsource to India!!!

  • Mi
      15th of Jul, 2011
    0 Votes

    I came across your post, lyn elrod, and would like to assist you in getting that cleared up! Could explain what exactly the issue you ran into was? What is the situation with the $26.00? Let me know so I can look into it and help you further!

  • Nu
      25th of Aug, 2009
    0 Votes

    Wow! I'm glad I read all of these. I will never go with them. The only reason we went with a different service when we moved into our new home about 4 months ago was that Dish Network wanted us to sign a contract and I refuse to do that. I won't even sign a contract for cell phone service. Thank you all for posting. I will heed these warnings.

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