My recent experience with DISH “high end” support is that DISH would rather lose a subscriber than placate a subscriber that has been a DISH subscriber for over a quarter century.
I originally installed DISH when I lived in Oregon back somewhere in the mid 1990's.
I kept our subscription going until somewhere around the year 2000 when we moved to Hawaii. I tried to use the DISH Mover program but was told that it didn't apply to Hawaii.
When we bought our Hawaii house, we subscribed to DISH in 2001. We've been loyal subscribers since then. I must admit that between 2001 and 2016 DISH was pretty liberal with credits for lack of service and other non-performance issues.
However, back a few months ago, we were having major problems with our satellite connections and the VIP722k we had for close to 5 years or more. Since a service call was required, we asked for an upgrade to a Hopper 3. We were told that DISH would have to subscribe us to a service contract (3 months for free) in order to have the service and upgrade at no extra charge.
We accepted and when the servicer took care of everything, we were also subscribed to another service contract (which we didn't need").
When the DISH bill came in billing us for the service contract, I called to say we didn't want it. They removed the charges at that time with no further explanation.
I just received our new bill with a $30 charge for the service removal. When I called to have that charge rescinded, I was told it was corporate policy to not remove that charge.
I asked for one of several possibilities:
1) Please rescind the $30 charge
2) Give me a $15 credit per month to pay for the HBO GO fee since we subscribed to HBO for many years and no longer receive the service.
3) Give me several free movie credits (even though the ones I had for several months have never been used and are expired).
4) Tell me when I can switch from DISH to another provider and how much it would cost.
Out of all those options, I was told how much it would cost to switch from DISH and when I could do it.
As someone who worked in a customer service industry for many, many years I would have done something for, essentially a minuscule charge, a longtime customer to make that customer happy.
I originally installed DISH when I lived in Oregon back somewhere in the mid 1990's.
I kept our subscription going until somewhere around the year 2000 when we moved to Hawaii. I tried to use the DISH Mover program but was told that it didn't apply to Hawaii.
When we bought our Hawaii house, we subscribed to DISH in 2001. We've been loyal subscribers since then. I must admit that between 2001 and 2016 DISH was pretty liberal with credits for lack of service and other non-performance issues.
However, back a few months ago, we were having major problems with our satellite connections and the VIP722k we had for close to 5 years or more. Since a service call was required, we asked for an upgrade to a Hopper 3. We were told that DISH would have to subscribe us to a service contract (3 months for free) in order to have the service and upgrade at no extra charge.
We accepted and when the servicer took care of everything, we were also subscribed to another service contract (which we didn't need").
When the DISH bill came in billing us for the service contract, I called to say we didn't want it. They removed the charges at that time with no further explanation.
I just received our new bill with a $30 charge for the service removal. When I called to have that charge rescinded, I was told it was corporate policy to not remove that charge.
I asked for one of several possibilities:
1) Please rescind the $30 charge
2) Give me a $15 credit per month to pay for the HBO GO fee since we subscribed to HBO for many years and no longer receive the service.
3) Give me several free movie credits (even though the ones I had for several months have never been used and are expired).
4) Tell me when I can switch from DISH to another provider and how much it would cost.
Out of all those options, I was told how much it would cost to switch from DISH and when I could do it.
As someone who worked in a customer service industry for many, many years I would have done something for, essentially a minuscule charge, a longtime customer to make that customer happy.
