I am an 8 year customer of Dish. I suspect I have paid them somewhere in the neighborhood of $9,000 over that period. I've been on Autopay for years, so all bills have been paid on time. I previously recounted a series of events that took place over this past Nov-Jan wherein I wrote the CEO office for permission to upgrade from an 811 lease to a 942 lease and received an almost immediate phone call approving my request. My problems began immediately thereafter.
In a nutshell, the Dish CEO representative offered me a 942 for $250 minus a $99 credit for the 811 that I had only recently leased. She confirmed three times during the conversation that the total cost of my upgrade would be a net of $151. However after paying the $250 & returning the 811, I never received the promised $99 credit.
I wrote back three times, all politely, suggesting that since this was during the Christmas period and was a non-standard procedure, that I could understand it being overlooked and was simply reminding them about the offer that had been made so that they could take care of the credit adjustment.
Instead I was told that the CEO rep was now denying that any such offer had been made. And during the review of my account, they decided that not only was I not going to get the $99, but that since I had terminated my 811 lease early, I was now going to be hit with an extra $5 per month charge.
Thus the total net cost of upgrading to a 942 was not the agreed upon $151, but would now be somewhere around $280-$300. And the total cost including the $99 for the lightly used 811 approaches $400.
After waiting a few weeks, I felt I needed to take one more crack at this, to express my dissatisfaction. The tone is more aggressive, but still not inflammatory. I wanted it to be apparent that I was not a happy camper. I thought someone up there might actually care about a long-time customer who had been quite satisfied with Dish and now wasn't because one of their staff shafted me. I had hoped that someone else might look over the situation and recognize that this was a salvagable matter.
So I wrote the letter posted in the next message. I sent it 15 days ago. To date I have had absolutely no response whatsoever from Dish. After waiting for 13 days, I did call in and reduce my programming by $24/month in order to recoup my losses on the 942.
I pass this along not in some false hope that Dish will actually do something for me, but just to illustrate the evergrowing lack of concern by Dish for their customer base. I cannot imagine having been treated like this a few years ago.
In a nutshell, the Dish CEO representative offered me a 942 for $250 minus a $99 credit for the 811 that I had only recently leased. She confirmed three times during the conversation that the total cost of my upgrade would be a net of $151. However after paying the $250 & returning the 811, I never received the promised $99 credit.
I wrote back three times, all politely, suggesting that since this was during the Christmas period and was a non-standard procedure, that I could understand it being overlooked and was simply reminding them about the offer that had been made so that they could take care of the credit adjustment.
Instead I was told that the CEO rep was now denying that any such offer had been made. And during the review of my account, they decided that not only was I not going to get the $99, but that since I had terminated my 811 lease early, I was now going to be hit with an extra $5 per month charge.
Thus the total net cost of upgrading to a 942 was not the agreed upon $151, but would now be somewhere around $280-$300. And the total cost including the $99 for the lightly used 811 approaches $400.
After waiting a few weeks, I felt I needed to take one more crack at this, to express my dissatisfaction. The tone is more aggressive, but still not inflammatory. I wanted it to be apparent that I was not a happy camper. I thought someone up there might actually care about a long-time customer who had been quite satisfied with Dish and now wasn't because one of their staff shafted me. I had hoped that someone else might look over the situation and recognize that this was a salvagable matter.
So I wrote the letter posted in the next message. I sent it 15 days ago. To date I have had absolutely no response whatsoever from Dish. After waiting for 13 days, I did call in and reduce my programming by $24/month in order to recoup my losses on the 942.
I pass this along not in some false hope that Dish will actually do something for me, but just to illustrate the evergrowing lack of concern by Dish for their customer base. I cannot imagine having been treated like this a few years ago.
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