Dish Network Customer Service

Dish Network Customer Service

We requested service in December 2006 and after spending one week of my vacation time waiting for service technicians to install the service as we had requested, this involved four different trips to my house and spending all day working here, eliminating my time to run errands and spend time with my child during my vacation, they were never able to get the service up and running in the way we requested. After two days of service, which was still not what we requested, we were so frustrated we cancelled the service (approx 12/28/06) and chose to go back to Comcast Cable. Since this time we have receive four bills and each month I call and talk to a front line representative. On February 8, 2007, I talked with Joe (U1A) who told me to disregard the $66.52 charge and that it would be credited to my account. I thought my dealings with Dish were over at this point, but to my surprise and dismay, I receive another bill in March for $145.84. On March 11, 2007, I talked with Frida, front-line representative, who told me this was not a valid charge ($145.84), to disregard the amount and this would be the last time we would receive a bill from Dish. Unfortunately, I received another bill in April for the same amount. On April 8, 2007, I called and talked with Bill (TB7) who told me this was credit I received and now owe back. Since I did not request a credit, I did not understand what he was referring to and requested to speak to a supervisor. I have now talked with Christy (7VQ), David (PXO) and Daniel (HHO). In talking with David and Daniel, they both admitted to Dish making a mistake and crediting my account for a non-refundable amount of $150.00, and are now asking for this amount back. Due to the extremely poor customer service and the fact that I did not request a refund, I am extremely surprise that a Company of this size and reputation of superior customer service now wants me to give you money back that I did not request to begin with and was a mistake made by your office associates. Additionally, in talking with Daniel (HH0), he was extremely argumentative and was making personal references that were way out of the bounds of this call, for example "if I was in this situation...", frankly, he has no idea what my personal situation is and did not spend a week of vacation time trying to get this service installed, so he cannot make references to compare. When I asked to be escalated to the next level, I was informed that my call would go no further. I am extremely frustrated with your customer service and cannot believe that Dish would expect me to send $145.84 back to a company which made an accounting error to begin with. Due to the poor customer service initially and following, I am not inclined to repay any amount, especially since this was a mistake made by Dish. I am a firm believer that customer service is of the utmost importance and obviously Dish Network does not agree.

I would like to have this addressed by the highest levels of the Dish Network Company, specifically Charles Ergen, Carl Vogel, Bernie Han and Carol Kline.

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