Ok I'll start off by saying this will be a lengthy post, but I need to give all the details.
I've been a Dish customer for 6 months now, I signed up for AT120, HD as well as international programming. I am leasing the Dish equipment. I've had some issues with intermittent service when there is the slightest wind or rain outside, but I've learned to live with it (most people wouldn't).
For about 2 months now I've been thinking of switching to Cablevision and taking advantage of their triple play offer, but I really want to keep the dish international programming since Cablevision doesn't offer what I need in that area. The Cablevision rep said he's dealt with customers like me tons of times and there is no issue with downgrading dish service to only have an international package, aside from having to pay a $5 per month surcharge for not subscribing to a basic (at least AT60) package, and also that I would have to pay a cancellation fee when cancelling any basic packages. I was fine with that. I even went as far as to call Dish network customer service to confirm what the Cablevision rep told me. I was told that there is no issue with downgrading service to only have the international programming, aside form paying the $5 monthly surcharge and cancellation fee. Since Cablevision told me in writing that they were going to pay my dish cancellation (up to $150), I pulled the trigger and had Cablevision installed this past Saturday. I figured I would leave it on for a day or two before cancelling Dish to make sure I was happy with Cablevision.
Today (11/28/05) I called Dish Network customer service to downgrade my programming to only have the international service. The first rep I spoke to told me "no problem, but I'll have to pay a prorate cancellation" but that I would have to speak to an account specialist to take care of the change in programming. I was transferred to Account Specialist 7L6 who was very friendly. I explained to her what I wanted to do and she also said "no problem, I can help you with that", made reference to the prorated cancellation and $5 surcharge, and started to make the changes in the system.
After about 10-15 minutes of mostly silence and the occasional "still working on it", she told me that the "system" was not letting her completely cancel the AT120 package, but only downgrade it to AT60. She said she wasn't sure why it wasn't letting her do it but she had to get a supervisor to "coach" her through making the change in the system. After a few more minutes of waiting, she came back and told me that because I was in a 12 month promotion, I could not cancel AT120, only downgrade to AT60. I informed her that the Dish Residential Customer Agreement explicitly states that if you opt out of the contract during 12 month promotional period, you simply have to pay the lesser of $240 or $20 per month for any remaining months. I also told her that at the beginning of the call both her and the previous rep told me this was possible. She apologized and said that she had made an error in telling me that it was possible, and that my only option was to downgrade to AT60, or cancel the service completely. This was because I was still in the 12 month promotion period.
I explored the cancel completely option, telling her that if I do cancel completely, I would simply be calling up in a few minutes to sign up for the international programming. She said ok but upon cancellation I would have to return all my leased equipment. Using common sense, I offered to her that upon cancellation I would simply keep my current equipment and upon signing up for the international package, both Dish and I would know that I already had existing equipment and there would be no need for any party to send equipment. She said that while she agreed with me, that was not possible because when you only have international programming, you can't use leased equipment, you have to buy the equipment. I asked her to produce the contract or document where this is in writing which she could not do, but assured me that she is correct. I asked her how I can be so sure when she already misdirected me once by telling me that what I was asking to do was "no problem" only to find out it was. She apologize, recommended that I return everything and go out and buy a new box from them, or go to another retailer as they "may have better pricing".
When all is said and done, I downgraded my service to include international programming and AT60. AT60 is 31.99 a month. I asked her what would happen if I requested this downgrade after the 12 month promotional period. She said the system would let her cancel the AT120 package, and the system would not require me to return any equipment in order to have only international programming. I asked her if that's the case, why is she telling me that I can't use leased equipment for international? She couldn't answer, only falling back on the line of "i can only do what the system lets me".
To sum it up, I was told more than once that I can cancel America's Top 120, leaving me with only international. I am fine with cancellation fee and $5 surcharge. I dont' want to return any equipment or purchase new equipment.
Is there anyone who's been through this before? Any help/advice?
I would like to say that as frustrating as the phone call was, Rep 7L6 was as helpful as possible. The call could have went a lot of worse, but luckily she was professional and cordial. Having said that, I'm still very upset at what seems like policies that are made up on the fly with no documents to back them up, and reps who misinformed me.
Thanks in advance for any help.
Bob
I've been a Dish customer for 6 months now, I signed up for AT120, HD as well as international programming. I am leasing the Dish equipment. I've had some issues with intermittent service when there is the slightest wind or rain outside, but I've learned to live with it (most people wouldn't).
For about 2 months now I've been thinking of switching to Cablevision and taking advantage of their triple play offer, but I really want to keep the dish international programming since Cablevision doesn't offer what I need in that area. The Cablevision rep said he's dealt with customers like me tons of times and there is no issue with downgrading dish service to only have an international package, aside from having to pay a $5 per month surcharge for not subscribing to a basic (at least AT60) package, and also that I would have to pay a cancellation fee when cancelling any basic packages. I was fine with that. I even went as far as to call Dish network customer service to confirm what the Cablevision rep told me. I was told that there is no issue with downgrading service to only have the international programming, aside form paying the $5 monthly surcharge and cancellation fee. Since Cablevision told me in writing that they were going to pay my dish cancellation (up to $150), I pulled the trigger and had Cablevision installed this past Saturday. I figured I would leave it on for a day or two before cancelling Dish to make sure I was happy with Cablevision.
Today (11/28/05) I called Dish Network customer service to downgrade my programming to only have the international service. The first rep I spoke to told me "no problem, but I'll have to pay a prorate cancellation" but that I would have to speak to an account specialist to take care of the change in programming. I was transferred to Account Specialist 7L6 who was very friendly. I explained to her what I wanted to do and she also said "no problem, I can help you with that", made reference to the prorated cancellation and $5 surcharge, and started to make the changes in the system.
After about 10-15 minutes of mostly silence and the occasional "still working on it", she told me that the "system" was not letting her completely cancel the AT120 package, but only downgrade it to AT60. She said she wasn't sure why it wasn't letting her do it but she had to get a supervisor to "coach" her through making the change in the system. After a few more minutes of waiting, she came back and told me that because I was in a 12 month promotion, I could not cancel AT120, only downgrade to AT60. I informed her that the Dish Residential Customer Agreement explicitly states that if you opt out of the contract during 12 month promotional period, you simply have to pay the lesser of $240 or $20 per month for any remaining months. I also told her that at the beginning of the call both her and the previous rep told me this was possible. She apologized and said that she had made an error in telling me that it was possible, and that my only option was to downgrade to AT60, or cancel the service completely. This was because I was still in the 12 month promotion period.
I explored the cancel completely option, telling her that if I do cancel completely, I would simply be calling up in a few minutes to sign up for the international programming. She said ok but upon cancellation I would have to return all my leased equipment. Using common sense, I offered to her that upon cancellation I would simply keep my current equipment and upon signing up for the international package, both Dish and I would know that I already had existing equipment and there would be no need for any party to send equipment. She said that while she agreed with me, that was not possible because when you only have international programming, you can't use leased equipment, you have to buy the equipment. I asked her to produce the contract or document where this is in writing which she could not do, but assured me that she is correct. I asked her how I can be so sure when she already misdirected me once by telling me that what I was asking to do was "no problem" only to find out it was. She apologize, recommended that I return everything and go out and buy a new box from them, or go to another retailer as they "may have better pricing".
When all is said and done, I downgraded my service to include international programming and AT60. AT60 is 31.99 a month. I asked her what would happen if I requested this downgrade after the 12 month promotional period. She said the system would let her cancel the AT120 package, and the system would not require me to return any equipment in order to have only international programming. I asked her if that's the case, why is she telling me that I can't use leased equipment for international? She couldn't answer, only falling back on the line of "i can only do what the system lets me".
To sum it up, I was told more than once that I can cancel America's Top 120, leaving me with only international. I am fine with cancellation fee and $5 surcharge. I dont' want to return any equipment or purchase new equipment.
Is there anyone who's been through this before? Any help/advice?
I would like to say that as frustrating as the phone call was, Rep 7L6 was as helpful as possible. The call could have went a lot of worse, but luckily she was professional and cordial. Having said that, I'm still very upset at what seems like policies that are made up on the fly with no documents to back them up, and reps who misinformed me.
Thanks in advance for any help.
Bob
