DISH Network’s earns a 1.8-star rating from 4 reviews and 1354 complaints, showing that the majority of job applicants are dissatisfied with recruitment process.
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antiquated equipment
Beware, if you are to subscribe to dish network, some technician will be crawling around in your attic to install the two cables from the dish to the reciever box. Two cables for one box. Forget using the existing cable installed in your home as a second one will be needed and the installation will come in the easiest way possible to the technician, holes in ceilings, holes in wall, cables running down the side of your home, whatever it takes. Also the equipment is so antiquated. I had dish several years ago and quit to get fios. Due to a move, fios was not available so I went back to dish network. 7 years later and they have the same equipment. No upgades to their equipment. Do not let any sales person lie to you, if you record a program, you will have to watch that program or something else already recorded unlike the newer up to date equipment offered by most othere. Unfortunatley, I am stuck in a 2 year contract and cannot wait till it is over!
The complaint has been investigated and resolved to the customer’s satisfaction.
unauthorized charge
Dish network charged me $355 for the cable boxes that I returned and even got the confirmation from them that they were returned.
After calling them they said they would return the money in 3 to 5 business days.
The complaint has been investigated and resolved to the customer’s satisfaction.
Hey marcrobson,
Refunds can definitely get frustrating waiting for. CC refunds do take roughly 3-5 days and checks can take 7-10 days. It sounds like everything should be handled from here, but if you have any questions or would like me to look up information let me know!
You can reach me here or at thomas.faust@dishnetwork.com.
Tommy Faust
DISH Network Executive Offices
termination over aht
I was with dish network for a year and 2 months. their pamphlet states you pretty much just need 1 yr of customer service exp. which I did. I never worked at a call center before nor am I really good with computers. I was still learning how to type and talk at the same time still. the training was ineffective in my opinion. there were many techinal/billing issues that was very unclear as to what the solution would be. all stats were good except aht (average handle time). it wasnt like I was chit chatting on the phone. many times you need someone to help and their isnt a supervisor in sight. your dealing with senior citizens terminology : clicker as opposed to remote. many customers having 2, 3 4 issues on one call. using aftercall was discouraged from being used at all to take a break, when you were just screamed at by hostile customer upset because they have no signal. for the first six months I was pretty nervous about getting terminated for a non negotiable. they have a customer satisfaction survey a caller takes when finished speaking with agent. 5 is the best score. 1 is the worst. a senior citizen gave me a one because I was supposed to call him back after doing some troubleshooting off the phone, which I tried. spent 5 minutes trying to get a hold of the customer. left detailed notes on the account as to the situation. the phone would ring 12 times. but still, I got a 1 for something out of my control and can affect your metrics in a big way. for quality assurance I got 10 points taken off my overall score for not resolving customer issue. which I did. the person who monitored my call stated that I did not resolve customers issue because I did nt leave detailed notes on the account. but the customer needed a replacement receiver. which is what I did. account shows my id number including the time the ra was sent to the customer. the score was never overturned. I can honestly say I was miserable. when I was terminated, they called me to the front. they sent someone to gather my belongings. I was not allowed to go back to my desk. they went in my desk. tossed all my personal stuff in a cardboard box and had it waiting for me at the frontdesk. I ve never been fired before. it definitely was an experience. it taught me a lot. that working at dish network was not about making sure customers issues are resolved but to hurry off the phone to get to next customer. thank you dish network, and there is no sarcasm when I say this, that you taught me a valuable lesson in life: that anyone is expendable even if they are doing the right thing. I wasnt fired for going against company policies. I wasnt fired for being absent. I was fired because I took a little extra time to make sure I was doing everything the right way. you' have forced me to push myself. and I have. where im working for a company that relies on helping people. discretion to anyone seeking employment with dish. its a demanding environment. stressful environment. one that gets rewarded with ice cream and candy. food to keep you glued to your computer. their metric system needs to be looked into. its really unfair. and trust me to those in the elusive coporate office, im not the only one in your call centers that feel this way. I challenge you. to do our jobs for 4 weeks. and see how you fair.
Bahahaha, you are a joke dude. I work at the Tulsa call center also (the one near Walmart? Yeah). They are difficult metrics sometimes. But they re ALWAYS monitoring and editing the standards for metrics, such as AHT, CSAT, and QA requirements.
I too struggle with AHT! But you don't hear anyone else crying! Just like that the previous comment: it is all about efficiency and effort. I mean, you could get butt-hurt every time a customer was angry or dissatisfied. But just try to resolve te issue or tell them the facts, because ultimately if their request violates business policy, it usually is not our fault. Also, too you have to consider how they feel as the customer towards us, because at one point in time your were customer unhappy with a service. You also have to consider that now that you are/were an agent how it feels to be the CSR more than a customer, you understand more now how we agents work (it's a JOB!) and how you tried to deal with an agent prior to ever becoming one.
So if you're going to complain because you didn't push yourself to be more efficient for the company and more compatible for the customer (for resolution purposes), then buddy you're in the wrong business. In every job, your going to have a different animal. The question is... Are you up for the JOB? The WORK it will take? Because no matter what industry you're in, YOU have to mold and train YOURSELF for the industry.
So to clarify, YOU were the root cause for not meeting company STADARDS, and it was not your employers fault that a CUSTOMER gave YOU a bad CSAT. So you non-negotiable was something you ultimately caused.
If you're really in Tulsa, try working at Alloraca (sp.), especially if you think Dish is bad.
Dude really? Your just mad that you were not good at your job. First of all your AHT (average handle time) is the one metric you have complete control of! Your acting like you are being singled out when really you were not doing your job effectively! If your team can meet the standard and help 14million customers then you should too! Second of all, CSAT's are something you can control as well. If the customer was happy enough with the initial service you provided then they won't give you a bad score. And if that elderly man did give you a bad score, then the other customers that will score you will make up the difference for one bad score if you do your job correctly. There is no excuse for your poor performance so quit blaming others, you were bad at your job so get over it.
Finally, as for you saying " THOSE IN THE ELUSIVE COPORATE OFFICE, IM NOT THE ONLY ONE IN YOUR CALL CENTERS THAT FEEL THIS WAY", Grow up! I have been a fronline agent, granted it wasn't easy every call, but it isn't as hard as you complain about! I worked for the Loyalty team, and that was tough but we still helped the customers and did it when the guidelines for performance. The corporate office primary mission has always been that of the satisfaction of both employee and subscriber alike. If I was lying then we wouldn't have any customers! As for rewards!? You need something else other than a paycheck as an incentive to keep a job? What are you a child? It is a job, and it requires efficiency! But for those who perform in AHT (average handle time), CSAT (that's customer satisfaction surveys! not impossible to make a customer happy!), and Quality Assurance, then you are entitled to a reward for your hard work. You obviously didn't perform, so of course you need some ice cream and candy to help get you through the day.
So in closing I just want to say, Grow UP! You didn't get fired because you were trying to do your job. You got fired because you couldn't do your job. You were not able to complete your work on time, and you failed to satisfy the customers. I am sure you were fired for other reasons, but obviously you are excluding that information to moan about everything else. I am happy that you got another job, just make sure you don't slack off there because if you do the same thing there that you did at Dish then I would keep the wanted ads very close with an updated copy of your resume.
equipment return fee
Welcome to dish network chat.
Christhoper (Id: v6t): your patience is greatly appreciated.
Christhoper (Id: v6t): how may I help you today?
Daniel fidoe: when did your office ship out the boxes so that I may return my equipment?
Christhoper (Id: v6t): I will be happy to assist you with your request.
Christhoper (Id: v6t): for security purposes, would you please verify the last four digits of the social security number on the account?
Daniel fidoe: its been close to thirty days and I was told I only have thirty days
Daniel fidoe:*
Christhoper (Id: v6t): thank you for the verification.
Christhoper (Id: v6t): I will go ahead and send the box with return labels once again right now.
Christhoper (Id: v6t): could you please confirm the mailing address?
Daniel fidoe: the boxes were never sent?
Christhoper (Id: v6t): there were sent to this address: 448 s 14th st, 448 s 14th st, oh, 44672.
Daniel fidoe: by who?
Daniel fidoe: ups?
Christhoper (Id: v6t): 448 s 14th st, sebring oh, 44672.
Christhoper (Id: v6t): yes, through ups.
Christhoper (Id: v6t): not a problem, I have processed and request once again now.
Christhoper (Id: v6t): you will receive the box within two days from now.
Daniel fidoe: that is the correct address. The problem is they said I would be charged $400 it the equipment was not returned in 30 days
Christhoper (Id: v6t): I had send the box to the above address: 448 s 14th st, sebring oh, 44672.
Daniel fidoe: im calling ups to check on the boxes.
Daniel fidoe: do you have a tracking number?
Christhoper (Id: v6t): I understand, you need not worry, the charge will be remove once we receive the equipment.
Daniel fidoe: you better not charge me!
Daniel fidoe: I never got the boxes
Christhoper (Id: v6t): you will receive the boxes within two days from now.
Daniel fidoe: are you going to charge me!
Daniel fidoe: I never got the boxes
Christhoper (Id: v6t): one moment please.
Daniel fidoe: and what is the tracking number?
Christhoper (Id: v6t): thank you for your time and patience.
Christhoper (Id: v6t): the tracking number is not available right now.
Daniel fidoe: can you confirm that the boxes were sent the first time?
Christhoper (Id: v6t): I will go ahead and leave a note on the account regarding this.
Daniel fidoe: cause your going to charge me and cause me a huge headache
Daniel fidoe: can you confirm that the boxes were sent the first time? Im just asking because I feel like your not sure about the boxes and were more than happy to charge me then return the money.
Christhoper (Id: v6t): I can assure you that, the charge will be removed on the account once we receive the receiver.
Daniel fidoe: what about the boxes!
Daniel fidoe: the first time
Daniel fidoe: is that what you do
Daniel fidoe: dont send them and charge people!
Daniel fidoe: you wont even answer my question
Christhoper (Id: v6t): yes, they were sent on 08/01.
Daniel fidoe: what delivery date
Daniel fidoe: ups confirms everything
Daniel fidoe: cause I want to verify with them
Daniel fidoe: and let them know
Christhoper (Id: v6t): okay.
Daniel fidoe: what does ups show as the delivery date?
Christhoper (Id: v6t): I will go ahead and transfer the chat to our executive resolution team, they will surely help you with this.
Christhoper (Id: v6t) has left the session.
Please wait while we find an agent from the ch50 - ert department to assist you.
You have been successfully transferred to pa (Id: o0k) with the executive resolution department.
Pa (Id: o0k): my name is pa mcglasson and in case you need it in the future my direct number is [protected] ext. 71755. Please give me a moment to access your account and review your conversation with the previous agent.
Daniel fidoe: I just do not want to be charged $400 or so dollars for equipment that was not returned for boxes I never received.
Pa (Id: o0k): i’m very sorry to hear that you are having an issue. I’d be happy to resolve that for you.
Pa (Id: o0k): I understand that you cancelled your services and never got the box to return the equipment.
Pa (Id: o0k): I do apologize about that.
Pa (Id: o0k): I do see that a box was ordered for you today.
Daniel fidoe: what about originally?
Pa (Id: o0k): one was not ordered originally.
Daniel fidoe: nice
Pa (Id: o0k): it doesn't look like it was ordered.
Pa (Id: o0k): I apologize for that.
Daniel fidoe: thank you for being honest
Pa (Id: o0k): you're welcome.
Pa (Id: o0k): boxes has been ordered. You will receive it in 3-5 business days.
Daniel fidoe: am I going to be charged for the 30 day window?
Daniel fidoe: it was not my fault
Daniel fidoe: I do not want to have to get a refund
Pa (Id: o0k): I will also note your account that the boxes were not shipped when you cancelled to help with the unreturned equipment charge.
Pa (Id: o0k): when you get the boxes, package the equipment and note down the tracking number.
Daniel fidoe: to help... So you can not confirm I will not be charged.
Pa (Id: o0k): no, i'm sorry, I wont be able to guarantee that the charge will be stopped since it is done automatically.
Pa (Id: o0k): I do apologize about that.
Daniel fidoe: but it was your error.
Pa (Id: o0k): I understand.
Daniel fidoe: you can understand that that is not right
Pa (Id: o0k): I do apologzie about this. I will note the account that it was not originally sent.
Daniel fidoe: so when will I be charged?
Pa (Id: o0k): let me check.
Pa (Id: o0k): 08/28.
Daniel fidoe: how much?
Pa (Id: o0k): the receiver is $300 but once you return the equipment and contact us with the tracking number, we will reverse it.
Daniel fidoe: what about the satellite?
Pa (Id: o0k): we do not need the satellite back.
Pa (Id: o0k): the satellite is yours to keep.
Daniel fidoe: they said they wanted the satellite nodules back
Pa (Id: o0k): that's okay. We dont need it back.
Daniel fidoe: I can throw the whole thing away?
Daniel fidoe: okay
Pa (Id: o0k): yes.
Pa (Id: o0k): I will also note your account that I advise you of this.
Letter from DishNetwork:
September 2, 2011
Mr. Daniel Fidoe
Re: BBB Complaint # [protected]
Dear Mr. Fidoe:
On August 26, 2011, we received your complaint, dated August 25, 2011, filed with the Better Business Bureau.
You expressed concern about not receiving the UPS boxes to return the DISH Network equipment within the 30 days. You request a refund of $300.00, reimbursement of your overdraft fees, and that DISH Network pay for your inconvenience.
My attempts to call you on August 30, 31 and September 2, 2011 were unsuccessful. However, I was able to leave voice messages when I called.
Our records show that the UPS boxes were delivered on August 29, 2011. At this time we have not received the equipment back. You have not yet been charged $300.00 and DISH Network will not be able to reimburse you the overdraft fees or compensate you for your inconvenience.
We sincerely apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [protected].
Sincerely,
Zaibahtame Geionety
Dispute Resolution Specialist
Dispute Resolution Team
DISH Network, L.L.C.
Phone Hours: Tuesday-Saturday, 2:45 pm-11:15 pm MST
[protected]
cc: Ms. Suzann Bacon
Dispute Resolution Manager
Denver / Boulder Better Business Bureau
1020 Cherokee St.
Denver, CO 80204
I hope this information may help anybody else that may be in a predicament with DishNetwork. Their equipment was promptly returned to them and I have closed my case with the BBB http://www.bbb.org/denver/business-reviews/television-cable-catv-and-satellite/dish-network-in-englewood-co-6370.
My Final letter to Dish:
I'm done with this. All I can do is put my incident out there in case somebody else has the same issue. The equipment was promptly returned.
See Below:
Dear Customer,
This notice serves as proof of delivery for the shipment listed below.
Tracking Number:
1Z4929VF9017621828
Service:
UPS Ground
Weight:
15.00 lbs
Delivered On:
09/06/2011 9:30 A.M.
Delivered To:
SPARTANBURG, SC, US
Signed By:
CANTRELL
Left At:
DOCK
Thank you for giving us this opportunity to serve you.
Sincerely,
UPS
Tracking results provided by UPS: 09/13/2011 12:24 A.M. ET
I loved my DISHNetwork service while we had it, but when they wanted to charge me $100 to upgrade to HD after being a loyal customer and never late on payments, I chose to cancel and was given the classic run around by customer "service". Now I am stuck with Direct TV that is horrible.
It is unfortunate that Dishnetworks decision to tell customers a fee can NOT be waived is their business practice. I wanted to be compensated for my time and effort that was involved, which meant ranting on the internet until someone responded, or someone agreed to stop the equipment fee, but have decided to just drop it. I feel my goal was achieved by making this incident aware to the public so that they may find resolution to their own issue if it would so arise.
My apologies to dishnetwork for not returning your calls. I work as a Police Officer from 7PM to 7am. In between I provide security at the Cleveland Clinic hospital ER and Giant Eagle. After those I try to sleep for a few hours, visit my 3 year old son and say hi to my wife. Then to have to spend the time to deal with your company irritated me beyond belief over some BS.
Original Email I got when I canceled my service but never got the boxes. They keep saying 30 days, but these emails say ten days. So we'll see what happens and also if my account is debited on the 28th.
Return Authorization Number: [protected]
Dear Daniel,
Your DISH Network account has been disconnected.
Please review the chart to determine what equipment to return:
Equipment Model* CAID* Ownership Obsolete Return?
RECEIVER
RECEIVER ECHO DP 301
625 R0031756382
R0079745833 LEASED
LEASED Yes
No SmartCard Only **
Yes
* This information can be found on the label located on the back or bottom of your unit
To help you easily return your equipment, DISH Network is doing the following:
* You will receive a return kit including boxes and discounted return labels in the next few days.
* A $15 per label equipment return fee will be charged to your account should you choose to use the labels. This fee is significantly less than rates you are likely to find with UPS, FedEx, or the US Postal Service.
* A return kit will not be sent for purchased or obsolete equipment; instead, a postage-paid SmartCard return envelope will be sent to return SmartCard(s) for obsolete equipment:
o ** The following SmartCard removal instructions are for obsolete equipment only. Please do not remove SmartCards from leased equipment:
+ Open the front left door panel on the obsolete receiver
+ Remove SmartCard from the receiver
+ Return SmartCard(s) from obsolete receiver(s) in the envelope being sent to you
To avoid charges, please return your equipment within 10 days. You will receive an e-mail when your equipment has been received.
We recommend that any equipment not returned be disposed of in an environmentally responsible manner. Please visit the EPA website below to locate an electronics recycler near you:
EPA Electronics Recycling Website
Thank you for being a valued DISH Network customer.
Well since posting my complaint, filing a complaint with the BBB, email that conversation to every dishnetwork email address I could find I am getting tracking numbers, various apologies, etc. etc. Hopefully anybody else that runs into this situation can utilize this information. I would always recommend using the chat forum so that your able to capture the conversation.
Some of the emails I have received:
Your DISH Network account has been disconnected.
Please review the chart to determine what equipment to return:
Equipment Model* CAID* Ownership Obsolete Return?
RECEIVER DishDVR 625 R0079745833 LEASED No Yes
* This information can be found on the label located on the back or bottom of your unit
To help you easily return your equipment, DISH Network is doing the following:
* You will receive a return kit including boxes and discounted return labels in the next few days.
* A $15 per label equipment return fee will be charged to your account should you choose to use the labels. This fee is significantly less than rates you are likely to find with UPS, FedEx, or the US Postal Service.
* A return kit will not be sent for purchased or obsolete equipment; instead, a postage-paid SmartCard return envelope will be sent to return SmartCard(s) for obsolete equipment:
o ** The following SmartCard removal instructions are for obsolete equipment only. Please do not remove SmartCards from leased equipment:
+ Open the front left door panel on the obsolete receiver
+ Remove SmartCard from the receiver
+ Return SmartCard(s) from obsolete receiver(s) in the envelope being sent to you
To avoid charges, please return your equipment within 10 days. You will receive an e-mail when your equipment has been received.
We recommend that any equipment not returned be disposed of in an environmentally responsible manner. Please visit the EPA website below to locate an electronics recycler near you:
EPA Electronics Recycling Website
Thank you for being a valued DISH Network customer.
___________________________________________________________________________________________________
Dear Mr. Fidoe,
Thank you for your e-mail. We would like to apologize on behalf of the DISH Network for the way that your issue was handled by our representatives. We take our customer service seriously and strive to be the best in our industry. Our customers are very important to us and we sincerely apologize for the service that you have received.
Please understand that as a growing company, we are continuously training all of our employees and constantly re-evaluating our customer service. There is no excuse for being inconsistent or insufficient to those that have made us what we are today—our customers!
We appreciate that you have brought this to our attention so that we may address this issue with the appropriate personnel. Once again, please accept our sincerest apologies and we thank you for your feedback.
For your convenience, we will automatically ship empty boxes and a pre-paid label to you. The label you will receive is at a discounted price and will cost you significantly less than if you opted to ship the equipment back on your own. If you choose to use the label, you will be charged a flat $15. Unfortunately, we do not have the option to waive the fee.
The reference number or return authorization number is RA# ************. The boxes are scheduled to be delivered within 3 to 5 business days via UPS.
Thank you for your email.
Sincerely,
Charles Drake V. OPID:SD2
TID : OR-Infiniti
DISH Network eCare
Please include all previous correspondence when replying.
___________________________________________________________________________________________________
Subject: Shipment Tracking Information
Return Authorization Number:
Dear Daniel,
We have shipped you a return kit for the following equipment:
Equipment Model* CAID* Ownership
Receiver DishDVR 625 R0079745833 LEASED
* This information can be found on the label located on the back or bottom of your unit
Tracking Number: 1Z40388F0349277344
You can track the shipment of your return box online or by calling [protected]. Be sure to reference your tracking number when calling UPS.
The kit will contain instructions and shipping labels to help you easily return your equipment.
To avoid charges, please return your equipment within 10 days. You will receive an e-mail when your equipment has been received.
Thank you for being a valued DISH Network customer.
__________________________________________________________________________________________________
Complaint ID#: [protected]
Business Name: DISH Network, LLC
Thank you for contacting your BBB. We received your complaint on August 24, 2011 and have assigned it case# 75153409in our files. Please make a note of this number for future reference.
Your complaint has been applied to the following business:
DISH Network, LLC
PO Box 9040
Littleton, CO [protected]
We reviewed your case and have forwarded it to the business for their response. This business has until September 16, 2011to respond to your complaint. If they do not respond by this date, a second letter will be sent.
We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address:
Your BBB appreciates the opportunity to work with you and the business to resolve this matter efficiently and to your mutual satisfaction.
Sincerely,
Maria Casas
Trade Practices Consultant
[protected]
303 577-8137Fax
Received this email regarding my complaint.
Daniel,
I apologize for the inconvenience this has caused you. I will make sure you are not charged for the equipment. Once the new box arrives you will have 30 days to return that unit.
Thank you
Matt Kliewer
Executive Communications
DISH Network L.L.C
Phone – [protected]
E-mail: Matt.Kliewer@dishnetwork.com
Office Hours: Mon – Fri 8-4:30 MT
The complaint has been investigated and resolved to the customer’s satisfaction.
I couldn't even get them to give me the return address: here's the conversation:
Austin (ID: FO6) (Listening)
Junior (ID: HX2): Hi, my name is Junior (ID: HX2). How may I help you?
Arelis Medina: I need to know where to return my equipment
Arelis Medina: also, I need the service disconnected asap
Junior (ID: HX2): I completely understand that you are considering cancelling the account. I'd like to ask, do you have any issues with your service? I would be more than willing to fix everything for you.
Arelis Medina: I don't want to keep getting charged for the service I'm not using
Arelis Medina: I have issues with the customer service
Arelis Medina: I called a couple of times... I get some kind
Junior (ID: HX2): I am sorry to hear that.
Arelis Medina: of "special offer
Junior (ID: HX2): I understand.
Arelis Medina: all I want is the address to return the equipment
Arelis Medina: no "special offer"
Junior (ID: HX2): I understand.
Junior (ID: HX2): It will be my pleasure to help you with your issue today. For security purposes, would you please verify the 4 digit Security Code on the account?
Arelis Medina: I'm trying to cancel... meanwhile, I'm gettting charged although I'm trying to cancel
Arelis Medina: 2433
Junior (ID: HX2): Thank you.
Junior (ID: HX2): We can give you the option to put the account on vacation up until 9 months. We call it Dish Pause and it would be for only $5 a month. While your account is on pause, it will give you more time to think about canceling the account.
Arelis Medina: No thanks... as far as the other lady and the other guy told me, I already owe $74 that I'm not willing to pay because I've been trying to cancel
Junior (ID: HX2): I do understand that you're considering cancellation. If I may ask you, do you have any relatives or friends that wants to have DISH and might want to take over your account?
Arelis Medina: not that I know of
Junior (ID: HX2): I see.
Junior (ID: HX2): I am sorry to hear that you want to disconnect your service. We prefer that you call us and allow us to review all of the options available to you as our valued customer. You can reach an account specialist at [protected] who will personally handle your request and ensure that we cover all of the necessary information needed to cancel your account.
Junior (ID: HX2): Will this be convenient for you or would you prefer to be directly transferred to an account specialist now?
Arelis Medina: Unfortunately, the website wont give me the option to cancel.
Junior (ID: HX2): Yes, we don't have that option online, Arelis. I apologize for the inconvenience.
Arelis Medina: I don't want to call... already did that, , , , what I would like is the address to send the equipment.
Junior (ID: HX2): To better assist you, let me go ahead and transfer you over to our account specialist.
Junior (ID: HX2): Your satisfaction is very important to us, so I would like to direct you to an account specialist for further assistance. I appreciate your patience; please wait on the line while I direct you at this time.
Arelis Medina: I am NOT willing to pay whatever I'm being charged because I'm not using the service.
Junior (ID: HX2) has disconnected.
Austin (ID: FO6): Hi, my name is Austin (ID: FO6). How may I help you?
Austin (ID: FO6): Thank you for contacting the Customer Loyalty Helpdesk, please give me a moment to review the previous chat. If you need to reference this chat my name is Austin and my operator ID is FO6. I am looking forward to assisting you today.
Austin (ID: FO6): Seems you would like to disconnect due to woolsack of use
Arelis Medina: Austin, I'm about to contact the BBB, tweet this whole conversation... all I want is to not be charged, cancel, return the equipment. But
Arelis Medina: I can't get to get anyone to give me the return address or the option to cancel
Austin (ID: FO6): Okay we can assist please keep in mind we all do have a job to do I am very sorry for the trouble though. I do have a couple options I need to give you before I can close the account I will make it painless though. Would you consider staying with us if I set you up with $25 off for 10 months?
Arelis Medina: that's what you tell me now.. but by the time you end up charging me for the receivers and taxes, It'll be right back up there
Arelis Medina: No thanks
Austin (ID: FO6): Total it would be $45.99 all receiver fees and DVR fee included
Arelis Medina: How much with the taxes?
Austin (ID: FO6): Um I am not 100% positive what is you state tax percent?
Arelis Medina: 7%
Austin (ID: FO6): Thank you
Arelis Medina: See? I don't want to end up paying some weird fees.
Austin (ID: FO6): $49.20 tax included
Austin (ID: FO6): That includes everything
Arelis Medina: and for this month? I've been prepaying early... and was told by phone operator that I'm behind.. even though innitialy I payed like $100+ for getting the service and the guy that sold it to me lyed
Arelis Medina: I kept it this long because I didn't want to breach the contract
Arelis Medina: that's the only reason
Austin (ID: FO6): The current bill would remain at $74.82 you would see the changes on the next bill so next bill you would get a total of $50 dollars off with the prorated credit
Austin (ID: FO6): The account is not behind
Arelis Medina: Let me give you the second to last operator's Id brb
Austin (ID: FO6): Ok
Arelis Medina: 9A6
Arelis Medina: there's was a lady before him
Austin (ID: FO6): Im sorry I do not quite understand
Arelis Medina: and a gentleman before her... from 2 months ago
Austin (ID: FO6): What are you referring to with this?
Arelis Medina: the other guy said that he would give me a break but it was still 2high
Arelis Medina: the supposed deals
Austin (ID: FO6): Oh okay I understand well would the $49 dollars work?
Arelis Medina: I guess I'm not going to get that address from you.
Austin (ID: FO6): What address are you referring to do you mean for the return kit?
Arelis Medina: $49 with the taxes? Yes, the return kit.
Austin (ID: FO6): Yes the $49.20 includes your taxes, your programming and receiver fees. That would be your monthly bill if you chose to take my offer for 10 months
Arelis Medina: so, another contract.
Austin (ID: FO6): Nope
Arelis Medina: You sure?
Austin (ID: FO6): No requirements just free money
Arelis Medina: I guess.
Austin (ID: FO6): So would oyu like to keep this account and have me apply the credit?
Arelis Medina: I guess.
Austin (ID: FO6): Okay i will add that now
Austin (ID: FO6): With the changes made today your new monthly rate will be $45.99, your next months bill will be slightly LOWER as prorated CREDITS will apply in addition to your new monthly rate.
I couldn't even get them to cancel... Am I stuck with them life forever? What a nightmare!...all I want is to not be charged and return the equipment. SMH... I guess I'm stuck.. not because they're the best provider but because I feel forced to. None would just give me the option to return as a customer by my own choice... regardless of what I said on the phone or chat, I couldn't get the option to return the equipment. Trust me, I am willing to get on the roof and get it off! Super Upset.
I too cancelled Dishnetwork the 1 of February 2013 and after 6 e-mail stating boxes had been sent and warnings about not selling equipment and countless phone call to automated systems that drop your call because you cancelled the account it is frustrating and more. On the first time I got a human to respond, 11 days after the boxes never arrived, I talked to a lady who seemed nice a provided me with a RA# and also arranged for the boxes delivery (no boxes had been sent) and since our address on file was not accurate I provided the corrected one and she said the info had been updated and the boxes on their way. Again an automated e-mail ensued with the warnings and box mailing info. A new e-mail arrived with a UPS number and date. Today 9 Feb. 2013 the ups truck passed and no boxes yet. I noticed on the UPS tracking page an incorrect deliver address, just like before. I contacted UPS, but they couldn't do anything and suggested me calling Dish. After several disconnects for not having businesses with Dish anymore I managed to get a person (5V7) who listened and again corrected the shipping info and arranged to send another set of boxes in case the others did not get delivered today. After 6 years of perfect payment history and credit with this company one would have expected more competence and less misinformation. It is obvious, the moment you express an intention to cancel services the operator's demeanor at Dish changes and any desire to assist or provide guidance terminates. The Service Agreement provides limited or no assistance whatsoever. Their web page totally lacks any information, guidance, phone number, process explanation or any other form of human intervention source to contact to ease in making the process simple and smooth. Any possibility of us ever considering a future return or recommendation to anyone regarding Dishnetwork will never take place, on the contrary, our words of "stay away" will for ever prevail.
I have parked all the equipment pieces on my kitchen table, now 18 days later since there are no ways to get an address from anyone anywhere on the net, then who would risk shipping the stuff without their blessings? Incredible. Tomorrow I will call our attorney general for guidance and to raise an issue about these tactics which seem the norm, according to the number of complains found on the Web.
I just called today to cancel and was told the same things your were told. Except they actually asked me to also remove and return the L&B which I have no idea what that is and why would you ask a 55 year old woman to do this.They said they would send boxes for returns of boxes (2) and remotes and L&B, then they said I would not have to return the L&B, and if the equipment was obsolete they would only need the sim cards back, so I am getting confused with all this mess! They also told me it would be $50 charge for each box not returned. So do I send boxes or just the sim cards?
Needless to say very upset at this point. Waiting now on BOXES!
My email address is michael.lemar@dishnetwork.com. I'll look forward to hearing from you!
If you could go ahead and email me your account number, dfidoe, I would be happy to pull that up for you and work toward a resolution.
I came across your post, dfidoe, and definitely want to get that looked at and resolved for you! Have you gotten a chance to go over this situation with any of our agents yet? If you haven't, I encourage you to let me know as I would enjoy the opportunity to take a look at it and help you further!
rip-off, unauthorized charges
I signed up for Dish Network and I'm currently under a 24-month contract with them. I signed up for their currently cheapest programming, $24.99 package that included USA, Lifetime, CNN, and many others - over 60 channels total. I had some financial issues, and I had my service with them turned off for a little less than two months. I called and asked for them to turn my service back on. Without telling me, they charged my bank account $297.50 - which is more than 11 months service fee - without even bothering to tell me. I assumed that there would be a charge, late fees or a small charge for reconnecting my service, but I did not expect for three hundred dollar charge without at least telling me. As soon as I saw the charge, I called them, and they agreed to give me a refund of $213 - which I still, a week later have not received.
On top of that, they reduced the channels I can now watch - blocked many basic channels such as CNN, USA, TBS, Lifetime, and many others without telling me - and still charge me $24.99 per month saying since my service was off, I lost all the "extra" channels offered to new customers - so that now, if I wanted the same package I was watching before, I would have to pay $34.99 for it. This all without telling me, and on top of that, charging me full price for the months when my service was turned off - and then some! They refused to refund me any of the $84.25 charge - which is way more than two times $24.99 which would have been the charge for two months service had I had my service on.
I am now under a contract with this company for 14 more months so they could not care less if I get to watch TV or not, and for what price. They know I'm stuck with the contract, so they reduced my package, billed me tremendously for the time my service was cut off, and refuse to return my money. I just spoke with Josh, badge WK5 who explained to me that there is nothing he can do - that by not having my service on for two months, I have no right to the channels that their website shows are included in the $24.99 package. This company is a total rip-off!
The complaint has been investigated and resolved to the customer’s satisfaction.
Rusina,
I came across your post and I would be more than happy to review your account to see what is going on. Just send your account number to Raymond.Gonzales@DishNetwork.com so that I can assist you further.
theft by your employee
I have had one of your technicians live at my home. Upon his arrival he wanted to set up his illegal black box. I said no and we continued to argue. He also upon his arrival asked to store a tremendous amount of wire in my garage stating he had purchased this wire from a dish network technician for onlt $25 per roll instead of the $100 per roll you folks charge him. So when he moved out with a police escort, he had left the wire fearing police might ask about the wire. He has wanted to retreive the wire, and I have insisted that it needs to go ot the rightful owners. So we dont get along. He knows I am treying to turn him in. And he is trying to serve me with papers to keep me quiet. I hope you take pride in your company and wont let your technicians be theives. He takes alot of money for tips from his clients and does his own wall fishes at only $40 cash instead of your $49 fee. He sees on the orders that it shows the old wire in place when it is really new. So he will call it in as needing new wire and upgrades the job and his amount he makes. He gors to lunch and then he is done with the new wiring job calls it in as a new install and gets his $45 or so dollars on top for that. I am a direct witness to this and will testify for you. But I need someone there to take this serious. This man is a theif. He takes a drug test with a fake urine bladder you can buy at your local head shop. He never can take a clean test without it. So Beware of those fake urine bladders. And he also is training alot of your valued technicians how to be crooks also so they can make bigger miney also. The Man s na, me is Daniel Rettig, . His bosses name is Tom he is asian. U have met him. I also called him with this and he did nothing about it. He still hired him after I told hgim that Danny was dirty. So Im not happy how you guys run your business. Danny ran wire for a new accout for my mother and ruined her roof. I paid $1, 600 for the one side and the bigger half still needs done before winter. So please take me serious. Thanks for reading Ron Ferenz [protected]
The complaint has been investigated and resolved to the customer's satisfaction.
Hello Ron, I am with DISH network customer service. If you set up your services with DISH Network we will be happy to look into this. If you can provide the address for the services with the zip code or account number starting 8255 so we can proceed. You may email this to me at mark.haakenson@dishnetwork.com
roof/attic damage
A tech from Dish re: damage caused to my roof and attic from the Dish Network install. The next day the boss of this rep completed the same inspection and took photo's. In the meantime a rep from claims was assigned The 2nd rep requested I get two estimates for the damage repairs and submit them to him. The estimates were completed and submitted. Note that both Dish reps verbally stated to me during the individual inspections that the damage was clearly due to the installers cutting a "gaping hole" in the attic vent. In the meantime the corporate claims rep insisted that they need to send out another contractor of their choosing. The contractor called to schedule an appt. that afternoon but in the evening called me again sounding drunk and calling me by the incorrect name and hung up. After looking this contractor up on the internet I found he is not a contractor at all but a individual the specializes in “creative barnwood projects”. This "contractor" then called me at the last minute on the day of the scheduled appointed and canceled. Today I received a call from the claims rep stating they only thing they will cover is the damage to the attic vent and not all the water damage in my home. This company is unprofessional and feels they are not accountable to repair damage caused by an inproper install. I have never dealt with a company like this before and hope to never again
And now it's almost October and still no one at Dish is willing to answers my questions and provide a appropriate resolution. Someone should really take a closer look at your claims department; customer service doers not seem to matter to my claim rep. If this ever gets resolved I will never deal with Dish Network again and will make a point to share this issue with both family in friends so they never deal with Dish either.
The install was in December 2009 but I did not notice the damage until water entered my home recently. Upon investigation by a contractor they stated the installer cut a hole in my attic vent allowing water in since the install. Two reps from Dish were here in early July and both confirmed that was the cause. The "contractor" the corp claims rep wanted to send out canceled at the last miunte. I have gotten no answers and continue to get the run around from everyone at Dish. The lack of customer service any any type of coherent answer from Dish is most frustrating andthe worst I've ever encountered.
The complaint has been investigated and resolved to the customer’s satisfaction.
I see your frustration with this! The appropriate course of action would be to take a look at your account information and get you set up with one of our damages claims agent to review the situation. Please email your account number to me at michael.lemar@dishnetwork.com and I'll make that happen for you!
Hi, nightbird5, I saw your post! This is definitely a situation that I would be more than happy to look into for you. How long ago did this happen? Were you given an account number upon the setup of that work order?
Let me know so that I can further assist you!
equipment return scsm
After having a near-fatal stroke resulting in blindness in another state, I cancelled my service, which was always current. After they sent the return box to the wrong address, I had it re-routed to my security system provider, who disconnected the equipment as directed & packed it as witnessed by 2 employees with government security clearance. UPS picked up the return & Dish sent a confirmation of the return. They have since turned it over for collection, marring my previously excellent credit. In my disabled state, it is extremely difficult to deal with this & the added stress further threatens my health.
The complaint has been investigated and resolved to the customer’s satisfaction.
Hi Kethleen, I understand how frustrating it can be.
If a remaining balance on the account is not paid we will attempt to collect the balance, but if we're unable to collect it after a time it will go to collections. It does sound like the equipment was returned so there may be something else causing this.
If you could shoot me an email at thomas.faust@dishnetwork.com I would be more than happy to review this with you and get you taken care of.
Tommy Faust
DISH Network
bad customer service
We had dish about 13 months and we decide to go with someone else because we would lose signal when their was a storm within 100 miles of our home, We live in Florida we have storms every day down here.We canceled our service and was told we had an early cancelation fee of 196.50 we still are beter off because if we have a hurricane i want to see what is going on with out lossing signal.Now they told us to send back the reciversat 15 dollars each and they said they would send the boxes we told them we had the boxes witch the tech told us to keep incase we had to send them back, But he sai we cant use them and he would sen new ones. I told him their was one of their stores in our town and could we drop them off there he said no WHY? is this store not a part of Dish Network Company? He even wants my wife to climb a ladder to take down the dish its self! She is 78 and i'm handicapped! Great company! NOT! Will never have again and i will let everyone know about them!
The complaint has been investigated and resolved to the customer’s satisfaction.
I got 3 different answers from 3 different Dish network rep's involving installation of my HD satellite system.The last rep. from Dish told me that my rate would not increase.1 month later my bill had increased by $20.The next month it doubled.Dish Network is the worst satellite company i've had to deal with.I do not recommend them to anyone.I hope that they go out of business soon.Nearly 1200 complaints by 1 site alone, can't be all wrong.
Agreed! Terrible Customer Services.
The supervisor hung up on me because she doesn't want to hear me complaining about their services!
Hi, englewooddave1, your post caught my attention! Don't worry about the LNBF (the "eye" piece on the dish satellite). Especially if you folks are incapable of climbing up there to retrieve it, please don't risk the injury. As far as the boxes are concerned that you should ship the equipment back in, you can go ahead and use the ones you already have; you don't need to wait for another shipment to arrive. If we go that route, however, let me know when you receive this reply to your post so I can give you some more information you'll need to ship that back to us!
Hi, this is Alicia Brink. I'm with DISH Network. I apologize there was so much confusion regarding the upgrade. We make every effort to provide accurate and consistent information to our customers. There are some situations that may cause your bill to increase or change. If you still have concerns about your bill or an increase you can email me at alicia.brink@dishnetwork.com
incorrect billing
I have been incorrectly billed by Dish Network. After putting these charges in dispute, I have received no satisfaction, compounded by rude customer service representation and late charges. I have been given a website to register my complaint ([protected]@customermail.dishnetwork.com) which goes to a generic website that allows for NO feedback.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am Dish Network customer for about 1.5 years and I have subscribed for International Package. On March 25, 2011, I have removed the International Package and added America's Top 120. Later I moved to new apartment and Dish Network confirmed me that the Move is free. In my new apartment, I called the customer care to confirm whether the International package is available for me with new Dish and they assured that I would get the International Package with the existing Dish Antenna. But after subscribing to the International Package, I could not able to view the International Channels, so I called the Dish Network customer service and they said that the Dish Antenna has to be replaced. I asked them whether I need to pay any additional charge for the new Dish Antenna, but they assured me that I no need to pay for antenna and I need to pay $15 for Technician visit.
I trusted the assurance made by the Dish Network customer representative and allowed them to change the Dish Antenna, but now they charged me $100 for Dish Antenna installation. When I called the customer service, they not providing any genuine reason for charging me additional $100. Different person from Dish Network gives different reasons for the additional charge, like International Move, International Dish Antenna and etc., One customer service officer mentioned that they charged me $100 because my move to new apartment is International Move, but during the move they was no International Package in my subscription. But the officer from Dish Network denies my statement and arguing that the move was International move. However, in my Change History there is no International Package when I moved to new apartment.
In spite of several calls made to Dish Network, the issue has not been resolved amicably and the customer service officer dis-connecting the calls suddenly without any intimation, which is a great way of insulting a customer. I had a great reputation on Dish Network for past 1.5 years but not they proved that they would never care about the customer issues and negligent in billing. Please take this as my serious complaint against the Dish Network. Now I realized that registering for Auto-Pay with Dish Network is a great mistake as they would steal any amount without the customer consent.
Dave Hill,
I know how frustrating billing issues can be, and would be happy to assist you with this further. Since we would have to discuss account related information to handle this, send me an email directly at thomas.faust@dishnetwork.com and I can definitely review it with you.
Tommy Faust
DISH Network
Hi Satish.Dish Network Victim,
It sounds like you had America's Top 120 during the initial move which is why this $100 fee wasn't applied then. Sometimes during a move to a new location there can be a $100 charge for a dish upgrade in order to receive international programming at the new residence and if international programming is required during the move the customer is charged the $100 upgrade fee during the Movers promotion. The charge would also be applied if the programming change is made days or months after the move has occurred. I'm sorry this has been relayed to you in a confusing manner and if you have any additional questions please feel free to e-mail me at nick.franta@dishnetwork.com
Nick Franta
DISH Network Customer Service
dishonest practice
Dish Network Customers Beware!
Former 14 yr. customer here: I chose Dish Network TV over cable back when Dish Network was the just about the only provider out there. I had to drive 60 miles to find a retailer and then had to install and aim the dish myself using a protractor and compass because there was no installer network like there is today. One of the reasons I chose DIsh Network was the Dish pack was a purchase of equipment while the others were rentals, and I'm not a fan of perpetual renting. Purchasing saves you money in the long term. And when Dish converted to HD programming, I purchased the DVR instead of renting for that very reason. Purchase price: Approx. $500.
About a two years later, I had an unrequested visit from a Dish Network installer who said he was there to install an upgraded DVR to work better with the HD programming, etc. The price there? $150 upgrade. The installer told me the upgrade price was high because I was not a rental customer. Again, I paid it in lieu of endless renting.
Recently, after one of the many little $5 price hikes which Dish justified by adding a premium package (I didn't want or use) "free of charge", I found a better package for a cheaper price (saving $40 per month) through Direct TV. My network viewing had decreased considerably because of streamed video via Netflix, Amazon and Hulu, so I just couldn't see paying Dish Network $85 a month anymore.
Now the real character of Dish Network came through: When I closed my account, the Account Specialist told me that Dish had collected my purchased DVR during the "upgrade" and replaced it with a rental machine. Remember: the Installer had confirmed it was a purchase upgrade when he swapped it out.
When I disputed this, the Account Specialist told me that if I didn't return the rented DVR, worthless to me without the Dish service anyway - but at one time mine, my account would be charged $400. Their version of the upgrade was that they credited me $10 (TEN dollars) for my $500 DVR after they replaced it with the rental. The Account Specialist agreed that it wasn't a square deal but refused to credit me for the DVR purchase I'd made several years earlier. She even had the temerity to tell me that she hoped I would return to Dish and that I could leave the dish setup intact on the roof to make switching back easier. Fat chance.
Bottom line: Dish could have had a customer for life if they'd simply kept their prices reasonable (read: competitive), but they didn't. And the little move of switching a purchased machine for an "upgraded" rental machine, then shafting the customer for the difference, left an angry former customer and ensures that Dish Network has lost a customer - for life. Dish Network cost me $500 but I'd bet disseminating this information as far and as wide as I can costs them more.
I'm not recommending Direct TV over Dish Network (there are too many other entertainment options out there today), but I am advocating avoiding Dish Network. When you see the DIsh vs. Direct TV customer satisfaction commercials on TV, there is merit to Direct TV's claim of higher customer satisfaction.
Charles Ergen, you run a dishonest business.
The complaint has been investigated and resolved to the customer’s satisfaction.
I've gone over your post, D. Wishart, and would be more than happy to help you! Have you been able to speak to any one of our representatives since you posted this to get it cleared up and resolved? Let me know so that I can further assist. I'll look forward to hearing from you so I can look into the situation more in depth!
on - authorized bank draft
On- authorized bank draft
When we had been signed that contract with Dish they promised us Movie channel for a year. We let them use our bank to draft the money. Then we noticed that they never gave us any movies in begin with. So we closed the drafting withdrawal from our account. Then, we called them to lower our package on devises which we no longer needed. They send us the package and we send the Box (devise) back. Next Monday we noticed that they went in our bank without any authorization and withdrawal 100$ from account. I called and was connected with a woman she did not speak English that well and she told us that they had the right because the devise was not received yet. I told her that i close the account month ago so you all will get billed and she [promised me that she will deposit the money on Monday. Well Monday came and she did not deposit it back to the account. Her name is Minnie Adoko, [protected] ext. 70838 and I like to complain about this company that had stolen money out of our account and never had really stand up for what they Advertised and now we still have no clue and we have no rights to be justified in this case. We have all documents and also recordings such as what I had been discussing with Ms. Minnie Adoko from Dish Network, and I will report this also to the B.B.B then we need to speak up with people like them we next few month will discontinue with them and therefore they lost another customer.
Tatjana Roland - Kevin Minnix
The complaint has been investigated and resolved to the customer’s satisfaction.
Hey there, Tatjana Roland! Your post caught my eye. Allow me to do some research for you and get this matter resolved! I understand there was an issue with the movie channels you were entitled to with the new-customer promotional offer, as well as getting the equipment back from you when you were attempting to lower your monthly rate. I can get your feedback on our agent over to management for improvements for the future. Have you been able to speak to someone about this since you posted? If it has yet to be taken care of, let me know so I can get it worked out! Go ahead and email your account number to me at michael.lemar@dishnetwork.com.
misconduct to employees
1. My supervisor:
a. raised his voice at me
b. explained very rudely that my shaking my head 'yes' all the time is inappropriate communication.
Ex. I have Tourette syndome, which means that I am constantly shaking my head 'yes', rolling my eyes, blinking, clearing my throat, twiddling my fingers, shrugging my shoulder(s) and flexing muscles in my neck. ALL the time! This is the guy who interviewed me for the job, whom was informed of this condition.
c. It is now eleven days after my check should have arrived and there is still no paycheck available for me.
d. I filed a complaint against my manager for his misconduct and the last phone call I got about this issue was from a woman with questions and her questions very much seemed to be centered around the idea that I was being too sensitive about this issue. I joke with my friends about Tourette's all the time. I informed her that my manager's comments were not humorous, but instead were very insulting.
e. Apparently, I'm fired.
Other issues:
a. Training was a complete JOKE. I was put out on my own way under-trained.
b. Nothing was done about this when I made several comments regarding not being well-trained and under-educated for the job.
c. I was written up for poor performance even after explaining that I needed more training. I guess that means it's my fault.
d. Constantly being 'ridden' about the length of time for job completion.
The complaint has been investigated and resolved to the customer’s satisfaction.
We understand how frustrating this was for you to go through. After speaking with my management team and our local Human Resources department, the best thing for you to do is approach your local HR office who can assist you in getting everything resolved in the best way possible.
All the best!
I've reviewed your post, m52s81, and wanted to provide assistance! What I will do is get this information to my supervisor of DISH Answers for him to look into.
overbilling/poor customer service
On 05/20/2011-I manually paid my dish network bill online. On 05/23/2011-Dish network did an auto pay out of my account for the same amount. On 06/06/2011 I finally was refunded for the $68.35 they took out my account for the second time. I am not the riches person in the world so this mishap caused me to have $140.00 in overdrafts. So I went to the bank (TCF) and the person rudely said I had too many overdrafts so they can't go by my word they needed proof. I even have shown that the $68.35 was returned. So I called Dish Network on 06/07/2011 and asked for a letter. I had to repeat myself 4 times and I was finally sent to the escalation department that stated that they do not have any letter to give me but for my troubles they would give me $60.00 I should see in my account in 3 to 5 business days. The operator suggested that they take me off auto pay for now so I could catch up and that they would give me until 07/01/2011 to pay my bill without interruptions. So on 06/22/2011, I found out that one I was not approved for the $60.00 they offered. The auto pay still was set for the 22nd. They guy I spoke to apologized and took off the auto pay and gave me Cinemax free for 30 days. So on 06/23/2011 they still went in my account took the payment and a 2:35 pm today an automatic system called me and told me that today was my last day for Dish Network. I called 4 times and was put on hold, numbers dial in my ear and was hung up on. So I am last call, I told the operator that I was filling a complaint all across the board. My situation is still a mess and i just found out while writing this complaint that my service is off...the service I paid for. Gee thank Dish!
The complaint has been investigated and resolved to the customer’s satisfaction.
I've reviewed your post, Unhappy camper2011, and found it interesting! Is your service still disconnected? Have you been able to speak to someone to get all this cleared up for you since you posted? Please let me know as I would enjoy the opportunity to assist you further!
buyer beware
I tried Dish Network for 5 days, and was thoroughly disappointed. My wife and daughter absolutely hated it, and the DVR did not compare to TIVO. So I called to cancel, and was told I would have to pay the full cancellation fee of $420.00. I had already paid all of the installation fees and had recieved a bill in the mail for the first month for $65.00. They did NOT tell me up front that TIVO Premier would NOT work with their system. (It requires a CableCard, which I called to try and get one, but they didn't even know what that was) I tried their DVR, but didn't like it. So anyway, the bottom line is; I wanted to try their product, I was NOT satisfied, I cancelled, but they still charged me the FULL cancellation fee, (after only 5 days) and a FULL 1st months charge. I know I would not win anything back in a court of law, but I CAN at least warn other prospective buyers about this company; They WILL lie to you, and they WILL charge you EVERY PENNY they can if you're not happy with their "Superior" products... BUYER BEWARE!
The complaint has been investigated and resolved to the customer’s satisfaction.
I thought your post was interesting, Brian Simpson, and I would like to assist! I do apologize about the unfortunate situation and any misunderstanding that happened here. TIVO Premiere won't work with our receivers, only cable receivers. TIVO has a website that I encourage you to visit for information on that product. Check out http://www.tivo.com/products/tivo-premiere/index.html.
Hope that helps!
collection agency
I have been with dishnet work more than 10 years. We do not have any contract with Dishnetwork. Recently we went to out of town and we cancelled the services. After two months one day the collections agency called me and told me that I owe $12.40. I was surprised. The company never send me any statement or bills and never called me. For that amount they went to collection agency. After so many years I had a dishnet and for only for that amount they went to collection agency..
The complaint has been investigated and resolved to the customer’s satisfaction.
fraudulent practices
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.)
The complaint has been investigated and resolved to the customer’s satisfaction.
formerdishcustomer,
I'd be happy to help you with that! Not everyone uses our method of shipping to return the equipment to us, so we don't feel that it's fair to increase everyone's monthly rate to cover the cost of shipping. You are by no means required to use our boxes and shipping labels, but we make the option available to you if you choose to use it. If you could please send me your account number in a private message, I'd be happy to look over it and provide some additional assistance. Thank you for your efforts and I look forward to speaking with you!
Hey Dish, You know darn good and well the point is your former customers should not have to send back equipment that your installer brought to their home. You want us to box your receivers up, tape them, get in our car with our insurance, our gas and drive to a place to send this stuff off. What about our time?
You paid someone to bring this stuff to our homes, but your too cheap to pay them to pick it up. You know as well, you leave the Dish's on our roofs for free advertising. That's the other reason you don't remove them. That is what a Dish installer told me, but it is obvious. So how much should your former customers charge you for free advertising?
Where do we send our bill ?
To anyone that is dealing with Dish Network about this I urge you to file a Better Business Bureau complaint online so this bad business practice will get resolved.
I was interested in your post, No Dish! Not everyone uses our boxes and shipping labels to send our equipment back in, so we don't feel that it's fair to increase all of our customers' monthly rate to cover the cost of shipping it back to us using that specific method. It is by no means mandatory for you to use our boxes and labels to get the equipment back to us, but we provide you with the available option if you do choose to use it.
Is your service with us still active? Let me know, and also if I can help with anything else, and I will look forward to hearing from you!
Hope that helps!
Yes, I totally agree with the poster of this complaint. I just called to cancel my service. We have sold our house and moving to a rental. The new owner of the house does want the dishes and wants them removed. Dish Network informed me that it would $99 to have them removed AND $15 to send back the receiver. The equipment is Dish Networks equipment yet I must pay for them to come retrieve it. This is just wrong. When we eventually move into our new house, I can tell you that Dish will not be our provider. Verizon just found it's next customer.
Hi CitizenCopen, I apologize for any frustration experienced upon returning the equipment.
If our labels are used when canceling there is a $15 charge for each label, but you are free to use your own shipping methods to return the equipment. We provide the labels as they are usually cheaper to send equipment back, and are only charged if they are scanned by UPS as the shipping is through them.
As I can understand the charges were unexpected I would be happy to review your account and see what can be done to assist you with that! If you can send me an email at thomas.faust@dishnetwork.com I will check it out!
Tommy Faust
DISH Network Executive Offices
won't stop harassing calls!
I have never been a customer of DISH Network, yet we have been getting harassing calls from an automated system for the six months we've lived at our new address. The former owners of our new telephone number apparently aren't paying their bills on time. When I called DISH Network to ask them to quit bothering us, they tell me they can't change anything in the customer's file without the customer updating it. That's bull! That means we'll keep getting harassed, while the former owner of this number has no motivation to make any changes! They refuse to remove the phone number from the customer record! When I asked to speak with a supervisor, I was put on hold for 15 minutes, and it was clear no one was going to talk to me.
The complaint has been investigated and resolved to the customer’s satisfaction.
I cancelled Dish in April 2011, and at that time it has cost me over $200 to get out of contract. Since then they have sent bills and also deducted money from my account after I sent them a written notice not to touch my account again. I didn't hear from them for a couple months, and now they've done it again! debited my account for $4.95. I am in process of lawsuit for harassment and stealing from my account!
Harassed by DISH, I apologize for the issue you are having with receiving calls from a phone # previously owned by someone else. I would be happy to look into it and see about getting that taken care of to prevent future calls.
If you could send me an email at thomas.faust@dishnetwork.com with the phone # in question, I can help get that taken care of!
Tommy Faust
DISH Network Executive Offices
Report them for harassment, you can sue them for harassment also if you requested they remove the # because it no longer belongs to their customer they BY LAW have to.
terrible service
I am very disappointed in dish network. I have purchased additional services to be able to watch the boston red sox only to be unable to watch them 90% of the games and dish says they are blacked out! On rare occasions, the customer service people can find the game on a different channel. But they usually can't and they are overseas and very difficult to understand and communicate with! Piss poor customer service.
The complaint has been investigated and resolved to the customer’s satisfaction.
I just need to cancel our service. The wait time is 27 minutes. It's unbelievable.
I need to known who to write to, this is a long running joke. 11yrs. customer service, what a joke. B-4 I had satalite I bought $9.99. tv top antenna I got all of dayton, cincinnati, &N.KY local channels. Dish can't get me continual service, they play stupid when you call, unplug it, check the connections, whats the weather, pull out smart card, look out at dish? OH! we'll have to send out someone at your expense. This is my only option, for tv ! I have to put up with them. They keep taking away I keep losing. There even to cheap to pay for the cw (new est local channel).
I received a call from Dish Network to ask I go back to service with them and I agreed and installation was scheduled after 1 hour and 45 minutes on the phone with the sales rep.
3 days prior to the installation date I called to confirm the installation and asked to repeat the order. I found that the order was not as I had asked for and I was given to a Supervisor who apoliged and made the correction but there now was a 7.00 increase in the monthly fee, but he offered a 39.00 credit to my bil, so Saturday comes around and at 11:20 am the installer calls and says he is running late, I ask how long he says 3 hours, and ask if we had all the equipment to which I said no your the installer, he said they did not give him the equipment but would go back to their warehouse in San Antonio, and pick it up and now it would add an hour 4:00pm.
At 430 pm I called him having his number on the caller Id and he said be there by 5:oopm, At 5:15 I called he would not answer, I called dish network and they showed the call rescheduled by the installer and no one told me, they offered another 100.00 off my account plus another 69.00 for the earlier call, and I waited another 1 hour 30 minutes while they tried to contact their dispatcher for installation, and never could.
I would never recommend dish net work to anyone of my friends, relatives or an enemy for because of the poor service, and long waits on the telephone, and the only reason I even considered going back to them was because my wife wanted thier german package, she quickly remembered why we canceled the service years back, and so I went on line and saw how many complaints are listed and I canceled the order, Im not paying 119.99 per month for this type of service. Stay with cable, unless you like long telephone calls, and you will hear Im Sorry many times but the service is terrible.
By the way, A follow up on my dish network complaint. Every time it rains or storms the least little bit. The satellite service goes off & says it is searching for the satellite. If you are watching the local weather for the storm or tornado news, Good luck, because your Television will go off & may be off for a long time. Never fails to happen when it rains.
customerservice1st, our goal is to provide the best programing at the best price. Blackouts can apply, as they can apply to all cable and satelite providers, but it is never our intent to mislead someone into thinking they will get a game when then can not.
The link above http://www.dishnetwork.com/sports/WheresMyGame/Default.aspx can assist with finding games available, including alternate channels; In addition it will also list what games are blacked out.
The thing is tommy, she purchased the package for the purpose to be able to watch her team play. if you notice she does not live in the same state that her team plays for. If a blackout is allowed on a channel that is paid for by your customers YOU meaning DISH NETWORK should purchase the right to air it since you have many customers paying for their seat to watch the game. Satalite tv sucks. I would never be a customer for satalite tv ever again because that excuse does not fly. You are basically robbing your customers of their money. They believe that they will be able to watch their team play all games when they purchase that package and 90% of the time they can not.
NoName89700, I understand blackouts are frustrating and would be happy to assist you.
Blackouts are determined by the leagues, sports associations, and networks that purchase the rights to broadcast those programs. There are a few types of blackouts including National, Regional, and even PPV Season Ticket blackouts.
National happens when the right are purchased by a local channel or Regional Sports Network in a designated zip code and won't be available out side that region.
Then you have Regional which occur when a national channel like ESPN, ESPN2, ABC, etc... purchase the rights to the event. In these cases the event is not available to any regional channel inside the teams territory unless a regional channel purchases the rights.
You can view this link http://www.dishnetwork.com/SupportSection/blackouts for more information on blackouts and what causes them. You can also view http://www.dishnetwork.com/sports/WheresMyGame/Default.aspx to find games for your area including alternate channels they may be available on.
Feel free to send me an email at thomas.faust@dishnetwork.com and I would be happy to answer any questions you have!
Tommy Faust
DISH Network Executive Offices
WELL IF IT IS THE SAME AS DIRECT TV WHEN I LIVED IN FLORIDA I HAD PURCHASED NHL CENTER ICE SO I COULD WATCH THE FLYERS AND MOST OF THE GAMES WHERE BLACKED OUT. CUSTOMER SERVICE SAID THAT THE GAMES WERE PROBABLY BLACKED OUT DUE TO NOT SELLING OUT, I SAID IF A PERSON PAYS FOR NHL CENTER ICE THEY SHOULDNT BE BLACKED OUT BECAUSE IT IS LIKE THEY WERE PAYING FOR THEIR SEAT. THEY SAID THEY COULDNT DO ANYTHING ABOUT IT SO I SAID WHAT AM I PAYING FOR THE SERVICE FOR AND CANCELED.
Dave,
My name is Ray Calo with Dish Network. I came across your post and wanted to apologize for any bad experiences you had when calling in to our customer service agents. I would be more than happy to address any issues you may be having with your service. As far as your signal issue, your dish may need to be realign so you don't lose signal every time you have any weather come through your area. Please contact me at ray.calo@dishnetwork.com if you would like to discuss this further.
Thank you.
Hello, my name is Daniel Busa with Dish Network's customer service department. I have reviewed your complaint and would like to help if its not yet resolved. If youre losing signal in light storms its usually an alignment issue and we can send someone out to correct it. Feel free to e-mail me at: daniel.busa@dishnetwork.com
unfair practices
I began service with them nearly a year ago but still have some time to go on my contract. How does that work? Anyway, one month after starting service, they took away all the premium channels that were "introductory" and said I would have to pay twice the $39 a month to have "s0me" of the channels back. I said no thanks. This year they "gave" me Starz channel for a year (which I don't want and didn't ask for) as a "gift" and doubled my rate so I'm up to the $69 they wanted me to pay at the beginning. There is no canceling it or trading for another channel. Coincidentally, I am moving at the end of this month and the new landlord doesn't want a dozen satellites on his roof from every renter (I don't blame him). Since Dish can only use their own dishes, and would have to put up a new one, my landlord said no satellites anywhere on the property. I called Dish to cancel my service and they are charging me $140 to cancel my contract! They argued that Federal law states everyone is entitled to a satellite (lobbying in Congress?) and that I should challenge my landlord. I like my landlord and don't want Dish's service after the Starz episode anyway. So after they insisted I HAVE to pay the cancellation fee, HAVE to return their equipment via shipping ($30 to use their labels because they go to Colorado or Texas - no local stores) and that they would be going into my bank account and taking their $140 and that there is nothing I can do about that, including making arrangements to pay it off. Anyone who uses DISH NETWORK might as well take their money and hand it out on the street corners.
The complaint has been investigated and resolved to the customer’s satisfaction.
I'd like to provide some assistance to your post, Jill Mulligan! While 123321 is correct, I can go ahead and take a look at your account to review what we have going on. Email me your account number to michael.lemar@colorado.edu.
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Caljonz,
I understand it can be frustrating switching providers and getting new equipment. We have made great strides in terms of equipment we offer including HD equipment and Sling technology. If you can send me a message here with any questions you have about equipment I would be happy to assist you.
If there's anything specific about your account you want me to check into just send me an email at thomas.faust@dishnetwork.com and I will look into it!
Tommy Faust
DISH Network Executive Offices