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Pause/unpause at vacation home...ever-changing rules and policies...I'm screwed now
This is really unbelievable. I've had a vacation home with Dish for years. I'm there maybe 4 times per year, so not that often. I always unpause/pause the account while I'm there. I was told by Dish and through my own research that this was the way to handle it.
I just got onto chat today to have it paused again after unpausing it a few days ago and they told me that I can only pause an account once in any 12 month period. I've done this for years and this is the first time I've heard this policy. It must be new. Here is the chat transcript:
Please wait while we find a representative to assist you...
Welcome to DISH Network Chat.
Alfred (ID: F10): How may I help you today?
David Taylor: yes...this is the account for my vacation home....i had unpaused it a few days ago...i need to pause it again.
Alfred (ID: F10): I will be happy to assist you with your request.
Alfred (ID: F10): For security purposes, would you please verify the 4 digit PIN on the account?
David Taylor: xxxx
Alfred (ID: F10): Thank you.
Alfred (ID: F10): Please give me a moment to access your account.
Alfred (ID: F10): Your patience is greatly appreciated.
David Taylor: no problem
Alfred (ID: F10): Thank you.
Alfred (ID: F10): David, I see that on your account you have paused the services on 05/16, am I correct?
David Taylor: i unpaused on 5/16
David Taylor: and now I wish to pause again
Alfred (ID: F10): Okay.
Alfred (ID: F10): Dish Pause can last a maximum of 6 months. After 6 months your services will be restored automatically. You may only participate in 1 Dish Pause in any rolling 12 month period.
David Taylor: that is a new policy
David Taylor: are you saying you cannot pause my account?
Alfred (ID: F10): Yes.
Alfred (ID: F10): David, Let me check what can be done.
David Taylor: then i guess you will have to cancel it
David Taylor: i've done this for 10 years
David Taylor: i visit my vacation home maybe 3-4 times per year...and i always pause/unpause
Alfred (ID: F10): I am sorry.
David Taylor: this has never been a problem...
Alfred (ID: F10): I understand your concern.
David Taylor: if you are telling me the policy has changed, then I'm going to have to cancel Dish for good.
Alfred (ID: F10): I apologize for the inconvenience.
Alfred (ID: F10): One moment please.
Alfred (ID: F10): I am very sorry that I was unable to resolve your issue today. We do have a specialized department that handles all cancellations. While I transfer your chat to loyalty?
Alfred (ID: F10) has left the session.
Please wait while we find an agent from the (20) Loyalty department to assist you.
Every time I pause/unpause recently it seems like there is a new hassle. Last time it was the new $5 per package downgrade fee when pausing. Now they are saying I cannot pause it because I just unpaused it. I'm getting so sick and tired of hassling with this. One of the big reasons I keep Dish at home is so I can have a secondary account at my vacation home. If they take that away from me I'll have much less incentive to stay with Dish at my home.
If the DiRT guys are reading this, any help would be appreciated. I'm still in a chat with the loyalty department. I'll update the thread as needed.
05-18-2011 07:55 AM