UPSET WITH DISH AND MY HOPPER UPGRADE $$$

[RichBrubaker]

I upgraded to the Hopper and one joey on Monday. Dish told me there would be no charge for installation or the equipment. I was very surprised and asked her to repeat it. Told me I was a loyal customer (13 Years) and paid my bill on-time. Today I noticed a charge on my bill for both the hardware and installation.

I chatted with a rep this morning and his supervisor and was told that all dish customers have to pay $100 for the Hopper.

I feel like I was lied to in the beginning.

So what is my best recourse to have these charges removed?

 

[HIFI]

Get in contact with a DIRT member (Dish Internet Response Team) and see if they may be able to check further for you.
they are labeled in red at the bottom of the forums page, they are not on yet this morning but they will be. They are great to deal with.

 

[RichBrubaker]

Thanks, I'll give that a try. You guys are great!

 

[Voyager6]

$100 for an existing customer to upgrade to a 1 H/1 J system is the going rate. http://www.satelliteguys.us/hopper-zone/279732-how-much-hopper-upgrade-costing-you.html

 

[butters]

Yes, it is the going rate. However the sales reps have been all over the place on price quotes and may have incorrectly stated that there was no cost for the upgrade. If I had been quoted a no cost upgrade and received a bill for $100, I'd be upset too even if the going rate is $100.

 

[356B]

I think dealing with the Dish Internet Response Team is the way to go. When you contact them you have a paper trail of events and issues discussed. I believe the team members are more knowledgeable and reliable when making the deal. I call Dish as a last resort, calling can be, "like a box of chocolates".
When I upgraded to 2 hoppers and 1 joey I was charged $100.00 for the second Hopper, no installation charges, and I have it in e-mails. I believe 100 bucks is the buy in no matter what, at the least it beats what I paid for the 922.....that was $200.00.

 

[Hall]

$100 for an existing customer to upgrade to a 1 H/1 J system is the going rate.

In the sense of "was he ripped off" ? No, the price is very common. In the sense of "was he lied to?". Yes and I presume that's his REAL complaint.

 

[Tampa8]

I am only asking because you have been a member here since 2007, and I believe you when you say you were not given correct information. But, did you come here first? It has been made clear there is no such thing as free hopper upgrade, $100 is the least amount. I really bring this up as a warning to other members, use this site, it has the best information about Dish anywhere.
This shouldn't happen with CSR's, there can be mix-ups but it's easy to know a Hopper upgrade isn't going to be free and wonder why it's happening. (Other than bad training or - not so smart employees...)

If it helps at all, many are paying more than that, you did get the best price Dish is giving, and only to some subscribers.

 

[Hall]

I think dealing with the Dish Internet Response Team is the way to go. When you contact them you have a paper trail of events and issues discussed.

The DIRT folks are presumably more "careful" but a paper trail with Dish or any company doesn't mean anything. They (the company) can say that the rep made a mistake and keep the charge(s) in place. Companies do have the option of explaining "the rep you dealt with gave you inaccurate information and has been 're-trained' to be sure it doesn't happen again. We will honor the price you were quoted as a courtesy though."

 

[356B]

The DIRT folks are presumably more "careful" but a paper trail with Dish or any company doesn't mean anything. They (the company) can say that the rep made a mistake and keep the charge(s) in place. Companies do have the option of explaining "the rep you dealt with gave you inaccurate information and has been 're-trained' to be sure it doesn't happen again. We will honor the price you were quoted as a courtesy though."

What you say could be true but it's has never happened to me here or have I heard of it happening here. The paper trail it just that... but I would rather have one then not. Depending on how loud you want to shout with evidence companies usually will cave so you quietly go away.
Anyway... I like the Social Media folks here.

 

[Scherrman]

It can get very confusing trying to remember all of the rules Dish has. Just the other day I quoted a customer a free DishMover but when I looked up his account I found out he only qualified for a $100 DishMover. I had to call him up and appologize and then tell him he would have to pay $100.

 

[GaryPen]

In the sense of "was he ripped off" ? No, the price is very common. In the sense of "was he lied to?". Yes and I presume that's his REAL complaint.

If he was lied to about the cost of a product, then he was ripped off.

 

[rocket69]

They should pull the tapes and if the CSR stated free free free then you should get it for free. And like the others pointed out if it was a mistake by the CSR they should tell you but still give back the charge as they are liable.

I have seen many customers quoted free upgrade free mover just to see the account closed a week later. Calls to dish from us and they wont tell us any thing other then its closed. A quick call to the customer and there pissed they where Plan A and paper work shows but still charged and figures we lied and want no further part of us. Thank god its not every time but its hard to keep a customer for 3 years with defective computer systems and CSR who claim valid charges with out looking up the fees for a Plan A customer.

Only one i could save was the old lady on my street who shows up at my door at night with a bill and the mouth of a sailor. She had bought the original dish system in 96 and was paying for the top 200 for only god knows how long and still had the dish 300 installed when i changed it out for a 1000.2 and a 222K . How many other good customers has dish lost in the past over stupid mistakes and fees that should never been charged, why would they keep making the same mistakes.

 

[356B]

If he was lied to about the cost of a product, then he was ripped off.

I think there's being lied to, and there's making mistakes. The difference is owning it as scherrman attested to. We tend to go from A to Z sometimes without thinking it through. I'm no fan of corporate indifference but many times the person on the other end of the phone is simply doing the best job her or she can....stuff happens, we have reasonability too for looking before we leap....famous last words.

 

[dare2be]

In my jaded world view, I take more of a "guilty until proven innocent" stance. People are presumed incompetent until they can show that they are competent. That way, I'm right the first time more than half the time.

 

[Hall]

If he was lied to about the cost of a product, then he was ripped off.

I separated the issues for a reason. My statement of "was he ripped off" alluded to having to pay more, or a lot more, than most others. In this case, he was charged the going rate. On the other aspect, my original comment still applies.

 

[king3pj]

I upgraded to the Hopper and one joey on Monday. Dish told me there would be no charge for installation or the equipment. I was very surprised and asked her to repeat it. Told me I was a loyal customer (13 Years) and paid my bill on-time. Today I noticed a charge on my bill for both the hardware and installation.

I chatted with a rep this morning and his supervisor and was told that all dish customers have to pay $100 for the Hopper.

I feel like I was lied to in the beginning.

So what is my best recourse to have these charges removed?

I wouldn't expect much. I was did my upgrade through the online chat and I was also told there would be no charge for my upgrade to 2h/3j People on this forum told me that probably wasn't true and that I should check with DIRT. I did and Matt from DIRT told me that was wrong and I was actually being charged. I let it go until a few days later when people on this forum didn't believe another poster when he said he was quoted a free upgrade only to be charged later.

I posted a picture of the actual chat log to the other thread where I was told by the CSR that as a valued customer there would be no upfront charges for my upgrade. Zach from DIRT PM'd me saying he needed the phone number on the account so they could investigate my situation. Yesterday the full $200 for the upgrade was charged to my account so it looks like DIRT can't do anything about these matters.

Don't get me wrong. DIRT has been great and they have helped me through MANY problems. They have always been an excellent resource and the best way to get anything done with Dish. Basically the point of my long post here is to tell you not to count on that $100 coming back. It seems that even if you have proof that you were quoted an incorrect price during your upgrade you still pay what it should have cost.

 

[Jonhern]

I wouldn't expect much. I was did my upgrade through the online chat and I was also told there would be no charge for my upgrade to 2h/3j People on this forum told me that probably wasn't true and that I should check with DIRT. I did and Matt from DIRT told me that was wrong and I was actually being charged. I let it go until a few days later when people on this forum didn't believe another poster when he said he was quoted a free upgrade only to be charged later.

I posted a picture of the actual chat log to the other thread where I was told by the CSR that as a valued customer there would be no upfront charges for my upgrade. Zach from DIRT PM'd me saying he needed the phone number on the account so they could investigate my situation. Yesterday the full $200 for the upgrade was charged to my account so it looks like DIRT can't do anything about these matters.

Don't get me wrong. DIRT has been great and they have helped me through MANY problems. They have always been an excellent resource and the best way to get anything done with Dish. Basically the point of my long post here is to tell you not to count on that $100 coming back. It seems that even if you have proof that you were quoted an incorrect price during your upgrade you still pay what it should have cost.

If you have the chat go to your AG and file a complaint, they will try to fix it for you, and if not, its $60 or so to file a suit in Small Claims Court, in most states you can ask for more than they owe you, up to the limit which can be $2,000-5,000, and in most states you and dish can't bring a lawyer, and if you have the chat where they said it was free and then charged you, you have proof, you will win, and dish will have to pay you and the court costs. Don't let any company take advantage of you, we have small claims court exactly for this kind of reason, an affordable way for consumers to hold companies accountable.

 

[Scott Greczkowski]

I don't know of any existing customer getting a free upgrade to Hopper.

 

[Jonhern]

I don't know of any existing customer getting a free upgrade to Hopper.

doesn't matter, if they said he would get it for free they should hold up their end.