I entered into a Dish contract in September of 2017. In August of 2018, we moved and transferred our Dish service. The installer claimed he was unable to run the wiring into the structure because his drill bits could not penetrate the house. I suspect he just did not want to do an installation in our crawl space, because we just had an internet installer run wiring into our house the day before. The Dish installer told us he had to use "flat" wires and run them around the house and into the windows. He promised us the windows would close without issue. Unfortunately, this was not the case, and the bedroom window could not be locked. This caused a security issue, especially with a recent home invasion and triple stabbing about a mile from us in our small town. I contacted dish on 9/16 to inquire about getting a wireless Joey for the bedroom, so that we did not have to run the flat cable which prevented the window from being locked. The customer service rep set up the switch. It was not until a day or so later that I found out he extended my contract an additional two years. This was definitely not discussed. I already complained once to dish back in September 2018, and they waived the shipping on the wireless joey and said they would remove the contract extension. Now today, 1/27/2019, Dish is telling me I have 20 months left on my contract. What is this snakey BS? I didn't agree to any extension, and I didn't "upgrade" or add equipment. Dish's installer could not complete the job, and the "flat" cable alternative did not work. Switching to a wireless joey should not result in a backdoor extension. Really sleazy business practices.
Really? Are you kidding? What a crappy reply. What if I upgrade my remote? Does that start a new committment too?
Your idea of customer service is kind of pompous, don't you think?
The equipment change was not an "upgrade." It was the only available solution to complete a proper installation. The Dish tech was unable to drill through the exterior of our home to run any wire. I don't know why this was an issue, because there is nothing special about the construction of our home. Instead, he ran "flat" wire around the house and in through the windows. This resulted in an unacceptable situation where our bedroom window would not close. No one wants to have an open bedroom window 24/7/365. It's not only a safety concern, but also an energy usage concern. The wireless Joey was the only way to get around the issue.
Since posting this, I have spoken with an Advanced Account Specialist and supervisor. Both seemed to agree that the window situation wasn't acceptable and was not an "upgrade" in the same sense as someone just addition an additional receiver or switching to a 4k receiver, etc. The extension remains on my account, but they agreed to waive any cancellation fees if I decide to close the account at the end of the original contract. I can live with that resolution.
Maybe my thread title is a little over the top, but it gets peoples attention and someone else might see that not all equipment changes are equal. As for the policy of automatically extending a contract when someone changes equipment, I still think it's kind of sheisty and it should be clearly discussed with the customer whenever an equipment change is made...not just lumped in with a bunch of other boilerplate and quickly read through at the end of a phone conversation.
Lou1123 -- Did you get the agreemnt IN WRITING from the Advanced Account Specialist and supervisor that they agreed to waive any cancellation fees if you decide to close the account at the end of the original contract? Is it documented ANYWHERE? If not, you probably should not count on it be honored. Sorry Dish, but that's just your history.
I hear ya. Unfortunately I did not get anything in writing. I was told that it would be entered into the notes on my account, and I think the call was recorded. I should have recorded it myself. If I do cancel and they try and go back on their word, I will definitely come back here with that update.