November 16, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On November 9, 2016, we received your complaint, dated November 7, 2016, filed with the Revdex.com. You expressed concern that your DVR receiver needed to be replaced because you lost your recorded programs, and we would not extend the free premium movie channels offer as compensation. You also mentioned your dissatisfaction with the customer service you received. As you were provided three months free of the premium movie channels, we honored the promotional offer. The recording option is a feature within our system and is not related to this. When I spoke with you by telephone today, I apologized for the customer service you received and I agreed to extend the free premium movie channels offer for three months. You declined and you requested that the service be disconnected because you chose to have another provider installed as a result of the customer service you received. I informed you that the $460.00 early termination fee remains valid and you said that you will pay it. I also advised you that boxes for the return of the equipment will ship to the address on the account. Please return the Hopper and Joey receivers to avoid unreturned equipment fees and keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...March 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com.You maintain that you contacted the company who initially established your service to cancel your account.Although your service was set up through Walking Retailers LLC, you must contact DISH Network directly to cancel service. As previously advised, our records do not show that we received a disconnection request. Your service was interrupted for non-payment on February 28, 2016, and was fully disconnected on March 29, 2016. Since your 24-month commitment was not fulfilled, and as DISH Network provided service through the interruption date (February 28, 2016), the charges on your account remain valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1[redacted], 16, **15/*5/15) */
May 1*, **15
Ms. [redacted]
[redacted]. *, [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 1*, **15, we received your complaint, dated May *, **15,...
filed with the Revdex.com.
You said that the agent that sold you our service told you that he would call customer service each month for the first six months to lower the amount due to $18.**. Because this didn't take place you closed your account, which resulted in you being charged an early termination fee. You feel that the fee should be waived due to the misinformation.
Your service was set up by Dish One Satellite, an authorized retailer. When we spoke by phone, I explained that I am unable to confirm the information you were given, as the Dish One sales agent came to your door. I waived the remaining $**8.**. Your account now has a zero balance.
I forwarded your complaint to our Retail Department for review.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH *etwork, L.L.C.
Phone Hours: Mon - Fri 6:** a.m. to *:** p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1[redacted] Cherokee St.
Denver, CO 8[redacted]4
[redacted]
Initial Consumer Rebuttal /* ([redacted], 18, **15/*5/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept Dish *etwork's response, as they have promised to totally waive any charges they had been billing me, due to misinformation from their agent. I now feel this case has been successfully dealt with.
[redacted]
August 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 22, 2017, we received your complaint, dated August 21, 2017, filed with the Revdex.com. You said that you were provided incorrect information about the channels you would receive. When we spoke, I informed you that a review of your sales call revealed you were advised that you would have access to [redacted] in high-definition—not [redacted]. While we regret any confusion, as you have already received $55.00 in credits, we are unable to provide any additional adjustments. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (4000, 9, 2015/09/10) */
September 2, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August 31,...
2015, filed with the Revdex.com.
You maintain that you did not authorize the two $76.32 payments applied to your DISH Network account. You requested a full refund and to have your early termination fee waived.
When we spoke, I advised you that a review of your account shows that the payments were made manually through our automated phone system, we are unable to provide any further adjustments or refunds.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/09/03) */
Received phone call from Dish on 9-2-15. [redacted] said they would not refund any money. He insisted that someone had called in a payment using my debit card info. No one has that info but myself. And again, why would someone on a very tight budget make two payments when none were due!! Needless to say I am stressed and now very short on money. Makes you wonder how many other people have they stolen from.
December 8, 2017 Mr. [redacted]
[redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you were told there was no contractual agreement by phone and by the technician who installed your service. You also mentioned that you canceled your service because of our contract negotiations with channel providers and weather-related technical issues. You requested that the fee be waived and that a refund be provided for the unused month of service. Your DISH Network service was established under our Digital Home Advantage (DHA) promotion on April 4, 2016, with a 24-month commitment through April 3, 2018. Our records show that the service was initiated through our website, which discloses our term commitment and early termination fee. Please be advised that our technicians are unaware of the promotional terms that you agreed to. The technician is there to install the equipment and obtain a signature for the service and contractual agreements. Enclosed is a copy of your 24-month agreement for your review. A new 24-month commitment was added to your account on June 25, 2017, when your equipment was upgraded through our DISH’n It Up (DIU). DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest priced all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Although you were previously affected by one of our disputes, our records show that the affected channel ([redacted]) was restored on November 23, 2017. While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passed. Your service was disconnected on November 28, 2017. Since your term commitment was not fulfilled, an early termination fee of $380.00 was applied to your account for the DIU promotion. You were also charged a $12.00 equipment return fee. Please be advised that the last payment of $134.63 that we received paid for your service through December 3, 2017. When I spoke with your wife by phone on December 6, 2017, I advised her that I reduced the early termination fee to $100.00 (plus tax) for the remaining five months in the original term commitment. This reduced the balance on your account to $103.89. We are unable to provide you with a refund due to the balance owed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 22, 2016, filed with the Revdex.com. You indicated that your roof was damaged when the satellite dish became detached from it. You declined Corporate Field Resolutions (CFR) offer to repair the damage and you...
requested that the entire roof be replaced. You also mentioned the customer service you received. CFR informed me that they denied your request to have the entire roof replaced. However, they received the repair estimate and the matter is currently under review. For further assistance on this issue, please contact the claims manager who was assigned to your case (Ms. [redacted], ###-###-####, ext. [redacted]). We strive to provide excellent service and we regret that the customer service you received wasn’t up to your expectations. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You said that our technician cut the line for your TV service when he was installing service for one of our customers. You want the damage fixed as soon as possible. When we spoke you said that the repairs have been made; however, you are not happy with the way the cable was repaired. You would like a continuous line run. I advised you that I will ask that your claim manager contact you to address your concerns. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On January 18, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 18, 19 and 20, 2016, were unsuccessful; however, I left three messages. You expressed concern with the...
term commitment that was added when you upgraded your equipment. You maintain that you were not told of the commitment and you would like the early termination fee for this promotion waived. Your service was activated on January 19, 2015, with a 24-month commitment through our Digital Home Advantage (DHA) promotion. A second 24-month commitment was added on March 28, 2015, when your equipment was upgraded through our DISH’n It Up (DIU) promotion. Please be advised that while there are two term commitments for TV service on your account, only one early termination fee is applied upon disconnection of service. Your service was canceled on January 15, 2016. An early termination fee of $260.00 was applied for the non-fulfillment of the DHA promotion. The term commitment for the DIU promotion was waived. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/12/28) */
December 17, 2015
Mr. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 15, 2015, we received your complaint, dated December 14,...
2015, filed with the Revdex.com.
You said that you were told you would be able to receive the same number of High-Definition (HD) NHL games in our Center Ice package as DIRECTV offers. You also stated that you told you would be able to view the New York Rangers home games. However, you found that this is not accurate information, even after purchasing the Center Ice package. You expressed concern you were charged an early termination fee after you disconnected your account.
When we spoke by phone, I advised you that I will waive the $480.00 early termination fee and the NHL Center Ice package fee. You will receive a refund of $612.00 within the next three business days.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Good Day,
I am confirming that [redacted] from Dish Network did contact me promptly and I was reimbursed $612.
Thank you! Sanity around this experience has been restored. I appreciate it greatly.
Best regards,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
contact was again made and this time a GENTLEMEN took our call. he stated that this was all just a mistake. and that he would fix this that day .he also apogized for the rudeness that was shown towards us. and also admitted that YES they make mistakes also. this man was very professional and kind unlike the rude female that we first spoke with. the idea that they don't make mistakes is just tell tale that this lady and i'll use that term loosly here is not a professional and her employers should take a long look at her ,and maybe get her in some interpersonal communications course !!!!!!!!!
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /* (1000, 4, 2015/11/13) */
November 12, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed with the...
Revdex.com.
You said that a payment was taken after your account was closed. You expressed concern over the time it takes to get your funds back. You requested a total refund of $167.65.
When we spoke, I advised you that you will receive your refund of $36.48 within the next three business days. However, I'm unable to provide you with any additional compensation.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
November 16, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On November 9, 2016, we received your complaint, dated November 7, 2016, filed with the Revdex.com. You expressed concern that your DVR receiver needed to be replaced because you lost your recorded programs, and we would not extend the free premium movie channels offer as compensation. You also mentioned your dissatisfaction with the customer service you received. As you were provided three months free of the premium movie channels, we honored the promotional offer. The recording option is a feature within our system and is not related to this. When I spoke with you by telephone today, I apologized for the customer service you received and I agreed to extend the free premium movie channels offer for three months. You declined and you requested that the service be disconnected because you chose to have another provider installed as a result of the customer service you received. I informed you that the $460.00 early termination fee remains valid and you said that you will pay it. I also advised you that boxes for the return of the equipment will ship to the address on the account. Please return the Hopper and Joey receivers to avoid unreturned equipment fees and keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...March 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com.You maintain that you contacted the company who initially established your service to cancel your account.Although your service was set up through Walking Retailers LLC, you must contact DISH Network directly to cancel service. As previously advised, our records do not show that we received a disconnection request. Your service was interrupted for non-payment on February 28, 2016, and was fully disconnected on March 29, 2016. Since your 24-month commitment was not fulfilled, and as DISH Network provided service through the interruption date (February 28, 2016), the charges on your account remain valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1[redacted], 16, **15/*5/15) */
May 1*, **15
Ms. [redacted]
[redacted]. *, [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 1*, **15, we received your complaint, dated May *, **15,...
filed with the Revdex.com.
You said that the agent that sold you our service told you that he would call customer service each month for the first six months to lower the amount due to $18.**. Because this didn't take place you closed your account, which resulted in you being charged an early termination fee. You feel that the fee should be waived due to the misinformation.
Your service was set up by Dish One Satellite, an authorized retailer. When we spoke by phone, I explained that I am unable to confirm the information you were given, as the Dish One sales agent came to your door. I waived the remaining $**8.**. Your account now has a zero balance.
I forwarded your complaint to our Retail Department for review.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH *etwork, L.L.C.
Phone Hours: Mon - Fri 6:** a.m. to *:** p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1[redacted] Cherokee St.
Denver, CO 8[redacted]4
[redacted]
Initial Consumer Rebuttal /* ([redacted], 18, **15/*5/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept Dish *etwork's response, as they have promised to totally waive any charges they had been billing me, due to misinformation from their agent. I now feel this case has been successfully dealt with.
[redacted]
August 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 22, 2017, we received your complaint, dated August 21, 2017, filed with the Revdex.com. You said that you were provided incorrect information about the channels you would receive. When we spoke, I informed you that a review of your sales call revealed you were advised that you would have access to [redacted] in high-definition—not [redacted]. While we regret any confusion, as you have already received $55.00 in credits, we are unable to provide any additional adjustments. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (4000, 9, 2015/09/10) */
September 2, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August 31,...
2015, filed with the Revdex.com.
You maintain that you did not authorize the two $76.32 payments applied to your DISH Network account. You requested a full refund and to have your early termination fee waived.
When we spoke, I advised you that a review of your account shows that the payments were made manually through our automated phone system, we are unable to provide any further adjustments or refunds.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/09/03) */
Received phone call from Dish on 9-2-15. [redacted] said they would not refund any money. He insisted that someone had called in a payment using my debit card info. No one has that info but myself. And again, why would someone on a very tight budget make two payments when none were due!! Needless to say I am stressed and now very short on money. Makes you wonder how many other people have they stolen from.
December 8, 2017 Mr. [redacted]
[redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you were told there was no contractual agreement by phone and by the technician who installed your service. You also mentioned that you canceled your service because of our contract negotiations with channel providers and weather-related technical issues. You requested that the fee be waived and that a refund be provided for the unused month of service. Your DISH Network service was established under our Digital Home Advantage (DHA) promotion on April 4, 2016, with a 24-month commitment through April 3, 2018. Our records show that the service was initiated through our website, which discloses our term commitment and early termination fee. Please be advised that our technicians are unaware of the promotional terms that you agreed to. The technician is there to install the equipment and obtain a signature for the service and contractual agreements. Enclosed is a copy of your 24-month agreement for your review. A new 24-month commitment was added to your account on June 25, 2017, when your equipment was upgraded through our DISH’n It Up (DIU). DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest priced all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Although you were previously affected by one of our disputes, our records show that the affected channel ([redacted]) was restored on November 23, 2017. While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passed. Your service was disconnected on November 28, 2017. Since your term commitment was not fulfilled, an early termination fee of $380.00 was applied to your account for the DIU promotion. You were also charged a $12.00 equipment return fee. Please be advised that the last payment of $134.63 that we received paid for your service through December 3, 2017. When I spoke with your wife by phone on December 6, 2017, I advised her that I reduced the early termination fee to $100.00 (plus tax) for the remaining five months in the original term commitment. This reduced the balance on your account to $103.89. We are unable to provide you with a refund due to the balance owed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 22, 2016, filed with the Revdex.com. You indicated that your roof was damaged when the satellite dish became detached from it. You declined Corporate Field Resolutions (CFR) offer to repair the damage and you...
requested that the entire roof be replaced. You also mentioned the customer service you received. CFR informed me that they denied your request to have the entire roof replaced. However, they received the repair estimate and the matter is currently under review. For further assistance on this issue, please contact the claims manager who was assigned to your case (Ms. [redacted], ###-###-####, ext. [redacted]). We strive to provide excellent service and we regret that the customer service you received wasn’t up to your expectations. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
March 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On...
March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You said that our technician cut the line for your TV service when he was installing service for one of our customers. You want the damage fixed as soon as possible. When we spoke you said that the repairs have been made; however, you are not happy with the way the cable was repaired. You would like a continuous line run. I advised you that I will ask that your claim manager contact you to address your concerns. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On January 18, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 18, 19 and 20, 2016, were unsuccessful; however, I left three messages. You expressed concern with the...
term commitment that was added when you upgraded your equipment. You maintain that you were not told of the commitment and you would like the early termination fee for this promotion waived. Your service was activated on January 19, 2015, with a 24-month commitment through our Digital Home Advantage (DHA) promotion. A second 24-month commitment was added on March 28, 2015, when your equipment was upgraded through our DISH’n It Up (DIU) promotion. Please be advised that while there are two term commitments for TV service on your account, only one early termination fee is applied upon disconnection of service. Your service was canceled on January 15, 2016. An early termination fee of $260.00 was applied for the non-fulfillment of the DHA promotion. The term commitment for the DIU promotion was waived. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/12/28) */
December 17, 2015
Mr. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 15, 2015, we received your complaint, dated December 14,...
2015, filed with the Revdex.com.
You said that you were told you would be able to receive the same number of High-Definition (HD) NHL games in our Center Ice package as DIRECTV offers. You also stated that you told you would be able to view the New York Rangers home games. However, you found that this is not accurate information, even after purchasing the Center Ice package. You expressed concern you were charged an early termination fee after you disconnected your account.
When we spoke by phone, I advised you that I will waive the $480.00 early termination fee and the NHL Center Ice package fee. You will receive a refund of $612.00 within the next three business days.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Good Day,
I am confirming that [redacted] from Dish Network did contact me promptly and I was reimbursed $612.
Thank you! Sanity around this experience has been restored. I appreciate it greatly.
Best regards,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
contact was again made and this time a GENTLEMEN took our call. he stated that this was all just a mistake. and that he would fix this that day .he also apogized for the rudeness that was shown towards us. and also admitted that YES they make mistakes also. this man was very professional and kind unlike the rude female that we first spoke with. the idea that they don't make mistakes is just tell tale that this lady and i'll use that term loosly here is not a professional and her employers should take a long look at her ,and maybe get her in some interpersonal communications course !!!!!!!!!
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /* (1000, 4, 2015/11/13) */
November 12, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed with the...
Revdex.com.
You said that a payment was taken after your account was closed. You expressed concern over the time it takes to get your funds back. You requested a total refund of $167.65.
When we spoke, I advised you that you will receive your refund of $36.48 within the next three business days. However, I'm unable to provide you with any additional compensation.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]