Unable to understand logic and be fair. DISH = DirectTV

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Unable to understand logic and be fair. DISH = DirectTV

ClifPeterson
Character Actor
Original situation: Household 1 (H1) had received notice of increasing prices on long-standing service and entered 2 year contract to keep lower price. Household 2 (H2) at address in different state with no contract on long-standing service planned to move into H1.

Talked with DISH sales and determined that since H2 account had bigger service, it would be moved to H1 address and the original H1 account canceled after verification of new service (week or so.)

Move occurred and H2 service moved to H1 address with upgrade of equipment. All was well with new service with H2 account at H1 address.

After a week, called to cancel the original H1 account. Was presented with info that a cancellation fee needed to be paid on the existing contract of the H1 account. That was the first DISH had ever mentioned something along those lines. I countered that DISH was losing nothing as they had an existing fairly recent 2 year contract at the H1 address and going forward still had a brand new 2 year contract at the same address. There was no contract at the no longer existing H2 address so DISH lost nothing there. Since DISH was losing nothing it didn't make sense that any cancellation fee should need to be paid.

In the end, after a long phone call with 2 levels of management escalation, I had to pay the cancellation fee.

Thanks for nothing DISH.
You continually move into the DirectTV mode of screwing your customers in the most painful places.

A disgruntled long-term customer.
5 Replies

Re: Unable to understand logic and be fair. DISH = DirectTV

FredS
Extra
Somewhat similar disappointment here: we've been legacy ("SMARTPACK") customers for a long time at H1. Rates have jumped up dramatically and are now at the level of Americas Top 120 FOR NEW CUSTOMERS ONLY without DVR and extras offered to those newbies... Along comes H2 ->70 miles up the road which will need service. Sadly DISH after multiple attempts with their "customer specialists" had no interest in working with us to upgrade H1 or establishing itself at H2. We are now with the other sat company at H2 and will be moving H1 from DISH soon...

Re: Unable to understand logic and be fair. DISH = DirectTV

DISH Employee
Can you send us a DM with your account/phone # and 4 digit PIN?

Re: Unable to understand logic and be fair. DISH = DirectTV

hddn
Visual Engineer
I admit I get lost in all this H1 H2 stuff but contracts do have Early Termination Fees so why not cancel the service without a contract and just add the "bigger service" stuff to the one that does have the contract? (Or, since money seems to be an issue, cancel H2 and leave H1 unchanged?)

Re: Unable to understand logic and be fair. DISH = DirectTV

ClifPeterson
Character Actor
Continuing with the account that had the contract would have been the logical way to go if the DISH sales rep would have suggested it or even noted that the planned scenario would result in a cancellation fee. DISH failed twice: 1) not being clear up front in total costs involved in the scenario that was used; 2) unwilling to resolve the issue by doing what was necessary to achieve the same desired end result after the fact.

Re: Unable to understand logic and be fair. DISH = DirectTV

hddn
Visual Engineer
Unfortunately, when it comes to saving money, it is often (maybe even usually) important for the customer to take a proactive role. On some RARE occasions, I've seen a sales guy listen to my needs and actually suggest a great plan. More often I see sales people listen to my needs and then pitch whatever they've been told to pitch.

I remember right back before the tech bubble burst, I told a financial adviser that I had made money in tech but now I was sure it was way overblown and sure to crash badly. So I wanted to put some of my money in treasuries and some in broad conservative non-tech companies. After listening to this, he proceed to try to sell me an Internet Technology stock fund. I mean the guy didn't even start the pitch with: "I know this sounds insane after what you just said but..." He just completely ignored what I said and offered me the flavor of the month!