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| - Loyal customer and dish's customer service is terrible.
I have had Dish for years. I have been a loyal customer and never missed payment. I am currently leasing 3 pieces of equipment from Dish and the main box suddenly started malfunctioning. I could not watch live tv, nor could I watch DVR recordings. I called Dish and they sent out a technician to hook up a new box. Everything good so far.
I called Dish a couple days later to try and transfer all of my DVR recordings over to the new box (over 300) because my wife really wanted them. Figured it would be easy. First time I talked to a service representative, he did not know how to fix the problem. Talked to a senior representative the next day and she explained that the first rep did not know what he was doing, and that my old equipment could not perform that function. They said I needed an external hard drive. I purchased one from Walmart and it did not work.
I called Dish to come back out again specifically to transfer my recordings. They told me that I would need to purchase an external hard drive directly from them for $100. The tech was able to get me on the phone with an account manager at Dish. I explained that 1) Dish still owned my equipment; 2) the equipment malfunctioned on its own; 3) All I needed to do was transfer the recordings, and I had no other use for the external hard drive; 4) I would mail it back with the old box (like they asked me to do in the first place); 5) I would be happy to put a deposit down and/or pay for the hard drive if I didn't return it; and 6) I had purchased insurance on their equipment.
The account manager was extremely patronizing and rude. He gave me the canned " I understand your frustration" bs that they are trained to say every single time like robots. After i calmly explained the issue, the account manager had the nerve to ask me "So you want us to just give you a hard drive for free?" I re-iterated my issues and temporary need for the hard drive. He then said "so you just want us to do this to make it easier for you?" I said no, this is not about an ease thing, it is about fairness and not extorting me for $100 to profit Dish, when their equipment broke down in the first place without any fault of my own. He repeated his "easier for you" and "give it to you for free" comments again. This rude asshole is supposed to be a manager... I told him that I would be canceling my service at the end of the month (which is when my contract ended) because of his poor customer service... The only thing he said was "Ok. Can I help with anything else?" Unprofessional and a complete asshole.
To summarize, dish's equipment broke down, they refused to fix it, and said I would have to pay them another $100 in order for them to put me back into the same position I was in before their equipment broke down. To top it all off, their senior rep flat out insulted me and seemed relieved that I would be canceling my service.
Needless to say, I have been a loyal customer of theirs for years, along with all of my other family members. My contract runs out at the end of this month, and my family's runs out shortly after that. None of us will be renewing it. It is worth the little bit of extra money each month to be treated professionally by another provider, and not be insulted or extorted for more money to pay for Dish's screw ups.
Dish customer service SUCKS!!
Stay away if you can.
On a good note, the tech that came out was very nice and agreed that he thought what Dish was doing was wrong.
This is the first review I have ever wrote on any site. I took the time to sign up just to warn others before they waste their money, which is a testament to how poor and insulting Dish's service was.
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