Contract extension with new equipment

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Contract extension with new equipment

cback
Extra
I recently called to close out our account and end services as we were reaching the end of our 24 month contract. As I talked with the customer service representative today, they informed me that a year ago I added a joey to our services and with that, it started a new 2 year contract. I certainly was never made aware of this or told by anyone that I talked to when adding the joey as I would have NEVER agreed to adding the joey had I been made aware. So now I have a year left on contract outside of the original 2 year agreement and the price will go up $30-40 a month for the next year.

I am still awaiting an email to verify that I signed anything to agree to this contract extension, but even assuming it is in the fine print that I signed, I find this type of business and service both extremely unethical and deceptive. I am not challenging the legality of what Dish Network is doing to me, they got me. I don't in anyway dispute the fact that I signed my name on something that they cleverly added in fine print to a new equipment installation without me being aware. What I AM saying is that this is the type of business that I will steer anyone clear of in the future. It is incredibly poor customer service. It is not a business name you can trust to sign anything with. I am hoping this will warn anyone looking to add new equipment. Be aware: Dish is not understanding, money is more important to them than company image. I just wish someone had warned me about the type of company I was signing a contract with before I did.

I am not looking to see a response about how it's in the fine print and I should have read that, or that this is normal operating procedure. I understand that, and will pay whatever I am now obligated to pay. I am simply voicing my concerns with the unethical practices of the company. The product is great, the way the do business....not so much.
11 Replies

Re: Contract extension with new equipment

Chadt41411
Casting Director
They send the order out prior to installation for your review.

Re: Contract extension with new equipment

hddn
Visual Engineer
You can buy equipment at retailers like solid signal and install it yourself if you don't like contracts.

Re: Contract extension with new equipment

cback
Extra
Chadt4141 wrote:
They send the order out prior to installation for your review.


If only that were the case. Instead I just got a "sign here and sign here" and he was out the door. It's clearly an issue as just browsing these form and searching google you will find numerous posts about the same issue and that doesn't include those that don't post online. Again, It's my fault for not reading what I sign, but the transparency of the company is very low.

Re: Contract extension with new equipment

Chadt41411
Casting Director
They email a copy at the time of order, they then email a copy of the signed agreement immediately after. You may have some spam filters.

Re: Contract extension with new equipment

giersgal
Character Actor

I am having the exact same issue!!!!! No one explained to me that my service contract would be extended when I added the extra receiver yet I seem to be caught in this never-ending-loop of waiting for a copy of my original contract so that I can then call back to explain to yet another agent that this was not explained to me........ever! I'm sure its in the fine print somewhere. Regardless of whether I signed it or not, I'm still their customer and they've ambushed me & are now forcing me to accept responsibility for this bit of deception! Why would I continue to be a customer for a company who treats me this way?.........oh, because I'm locked into a new **bleep** contract, that's why!!!!!! I have no choice unless I want to pay a penalty fee for service I'm unhappy with. Nice little racquet they've got going. A decent company does not treat their customers this way. I own 2 businesses and I would NEVER, EVER put a customer through something like this. It's deplorable! So, now I wait......then my contract will arrive, show my signature, I'll scour it to find the paragraph I didn't read the first go round & then call back to be told 'nah nah na nah naaaa......SEE? you signed it, we got you, hahahahaha' & go f*** myself' because I'm trapped in a contract I didn't agree to. Ommission, that's their little loop hole.......they put it in their multiple pages of documents that no one reads & then 'fail' to explain it when you're ordering service or adding to it. I HAVE NEVER BEEN MORE DISSATISFIED WITH A COMPANY! I didn't call to cancel, I only called to see how many months were left on my contract so I could put it in my accounting program........that's when I found out I had been duped & that's what started this debacle! IM YOUR FREAKING CUSTOMER! I PAY YOU! I DEMAND THAT THIS BE RECTIFIED! 

Re: Contract extension with new equipment

Community Manager
Community Manager

giersgal wrote:

I am having the exact same issue!!!!! No one explained to me that my service contract would be extended when I added the extra receiver yet I seem to be caught in this never-ending-loop of waiting for a copy of my original contract so that I can then call back to explain to yet another agent that this was not explained to me........ever! I'm sure its in the fine print somewhere. Regardless of whether I signed it or not, I'm still their customer and they've ambushed me & are now forcing me to accept responsibility for this bit of deception! Why would I continue to be a customer for a company who treats me this way?.........oh, because I'm locked into a new **bleep** contract, that's why!!!!!! I have no choice unless I want to pay a penalty fee for service I'm unhappy with. Nice little racquet they've got going. A decent company does not treat their customers this way. I own 2 businesses and I would NEVER, EVER put a customer through something like this. It's deplorable! So, now I wait......then my contract will arrive, show my signature, I'll scour it to find the paragraph I didn't read the first go round & then call back to be told 'nah nah na nah naaaa......SEE? you signed it, we got you, hahahahaha' & go f*** myself' because I'm trapped in a contract I didn't agree to. Ommission, that's their little loop hole.......they put it in their multiple pages of documents that no one reads & then 'fail' to explain it when you're ordering service or adding to it. I HAVE NEVER BEEN MORE DISSATISFIED WITH A COMPANY! I didn't call to cancel, I only called to see how many months were left on my contract so I could put it in my accounting program........that's when I found out I had been duped & that's what started this debacle! IM YOUR FREAKING CUSTOMER! I PAY YOU! I DEMAND THAT THIS BE RECTIFIED! 


I understand your concern regarding the contract. During an upgrade, disclosures should be provided to you that include verbage that you will be accepting a new commitment upon the installation of your new/additional equipment.

 

At the time of installation, it should also be explained what you are signing, including your new commitment.

 

If you belive you were mislead at any point during the upgrade process, please send me a private message with your account number and four digit security code so I may review your account further. 

Re: Contract extension with new equipment

giersgal
Character Actor

Hi Chris, I sent you a private reply via email as requested.....and a request for a status update.....Guess what I got back.........crickets! nothing! nada! zip! I don't know why I continue to be surprised at the complete lack of care given to Dish customers. 

In case you missed it, here is the text of my email reply to you & my follow up email: 

 

"Hi Chris, I understand what should have happened, and I've been reminded several times by Account Specialists that the terms are supposed to be discussed both at the time the order is placed and when the installer comes out, but I assure you, this did not occur. The agent on the phone simply took my order for another receiver and scheduled the appointment & the installer did just that and had me sign the service agreement (which just states what was done). I don't want to bust anybody's chops and I'm certain it can be addressed as a 'training issue' but I am extremely displeased with the processes currently in place both for proper disclosure and customer satisfaction. Its just poor business practice to make even one customer feel this way. 

Our acct # is  xxxxxxxxxxxxxx & the PIN # is xxxx

Thank you, Cheryl G"

 

"Hi Chris, any progress with regards to rectifying this situation? At this point I just want to lay it to bed and not have to spend any more time dealing with it. I don't think I'm being unreasonable. If you could please get back to me soon on this I'd certainly appreciate it. Thanks, Cheryl G"

 

IS THERE ANY CHANCE AT RESOLVING THIS SOON?!!!

 

Tags (1)

Re: Contract extension with new equipment

Community Manager
Community Manager

I did not receive any notification through this site that you had sent me a private message. If you sent an email to care@dish.com, you will receive a response from one of our eCare agents. Additionally, I don't have an email from you at my email. If the care@dish.com email was not the one you sent an email to, please let us know where that email was sent to. 

 

To send a private message to me on this site, click on envelope icon on the top right corner of the page, then click "New Message". In the "Send to" field, type in my username "ChrisS" and you will be able to select me as an option.

 

Please provide your information in this manner. 

 

If you do not see your message in your "Sent" section, it means that the message did not send and I did not receive. 

 

 

Re: Contract extension with new equipment

giersgal
Character Actor

Ok, sorry you did not receive my messages........probably an issue on my end. Security software being the most likely culprit. That being said, you have the messages now in the post above so please, for the love of all that's good in the world, can you help me? I'm not cancelling my service, I'm not disputing my original contract, I just dont think its right that I am being forced into an extension I knew nothing about. That's it, I just want the extension wiped out. I'm certain everyone there hates hearing customers complain just as much as I'm sure we hate having to so let's end this misery for both of us PLEASE! I will try from my personal tablet to send you my acct info in a private email.