To further explain, we do not disclose fee(s) charged to the card at the point in the sales order process in which we solicit a debit or credit card to validate with a dollar hold. The reason is that this is done prior to credit approval and finalization of the sales order, and we are unable at that point to quote charges that are contingent upon a variety of factors including activation fees and state-specific surcharges. We read to the customer scripted disclosures that fully explain all terms/conditions including upfront charges to their card. The disclosures were read at a normal speed, and there was no deliberate attempt to gloss over the $157.50 charge. As a consumer, Ms. [redacted] has the ability to ask for further explanation, if she is unclear of anything which was being disclosed.
To Whom It May Concern: Regarding [redacted]'s Revdex.com Complaint, she referenced a promotional gift card offer for signing up for Dish Network through our company, GoDish.com, which is an authorized Dish Network retailer. The date she signed up for service was 4/8/16. The gift card offer has...
terms and conditions that are disclosed in our marketing as well as when the customer mentions the offer at the point of sale. In this case, it was explained to Ms. [redacted] when she contacted our company 11/22/16 that there was no gift card offer code attached to her order and all customers are required to complete a disclosed gift card redemption certificate process within sixty days of signup. In order to bring this Revdex.com Complaint to a favorable resolution we will bypass our terms and conditions and mail a $100 [redacted] gift card to Ms. [redacted]'s address on file. Normal delivery time is 4-6 weeks. Should Ms. [redacted] not receive her gift card within that time frame, she may contact our Client Services department directly at 1-888-632-6940.
To Whom It May Concern:Regarding Mr. [redacted] Revdex.com Complaint, I have requested that our gift card vendor partner, [redacted], mail out a $150.00 pre-paid card via U.S. mail that is deliverable within a 7-10 business day window. GoDish.com regrets that we missed the opportunity to rectify...
this matter as it relates to our gift card offer redemption process. I have alerted our Client Services Manager about this case, so he can provide feedback and coaching to the Client Services agent who spoke with Mr. [redacted] on this past Friday, Jan. 22 2016.It is clear that Mr. [redacted] made a good faith effort to follow the gift card redemption process, and we regret that we were unable to identify the missing component, as referenced in his Revdex.com Complaint notations. This should have been sent to a manager for follow-up, and we regret that this did not happen. It is our hope that the delivery of a $150.00 gift card with restore Mr. [redacted] satisfaction with our company.
To Whom It May Concern:Regarding Revdex.com Case # [redacted], I am including an explanation of the details of Mr. [redacted]'s complaint, as well as the resolution measures we will offer to him for misinformation provided at the Point of Sale (before installation, and before he signed a contract):- NO...
CREDIT CHECKS: Mr. [redacted] here references the "No Contract, No Credit Check, No Commitment" portion of our sales advertisement. His sales agent explained that this is for Dish Network's "FLEX TV" offer, in which customers can opt to purchase their equipment. It was explained that the upfront cost would start at $350.00 for this plan. Mr. [redacted] consented to a credit check in order to qualify for reduced upfront cost and related promotions available to those who agree to a 24 month commitment. -PRICE: As an authorized third party Dish Network Retailer, GoDish.com prides itself on being a full-disclosure company. Our sales agent disclosed an inclusive monthly rate of $49.99 plus tax for the customer's programming package, receiver fees and with the Dish Network Two-Year Price Lock offer. All prices advertised in our sales flyers are not inclusive rates, as they will vary depending upon the customer's individual needs and desires, such as the number of televisions they own, the ability to record programming (DVR) etc. -GIFT CARD: Mr. [redacted] mentioned an offer code of [redacted] for a $150.00 gift card. His sales agent explained that this offer is based on credit qualification, and did stipulate after the credit check was performed and before the sale was finalized that he qualified for a $25.00 gift card. Mr. [redacted] did not object when he was made aware of the the qualifying gift card amount. -$19.99 INTERNET: Our sales ad mentions internet no matter where you live, starting at $19.99. The verbiage "starting at" reflects that $19.99 is the lowest rate available for high speed internet in the market, but that the actual lowest rate available varies according to the internet available to the customer's service address. Our sales agent made it abundantly clear to Mr. [redacted] that based on his residential location $29.99 was the lowest monthly rate available.-HD FREE FOR LIFE: This is a valid objection. HD Free for Life requires HD-compatible equipment, and our sales agent erred in disclosing that Mr. [redacted] would be able to watch television in High Definition with the receiver that was ordered for installation. We believe this is an isolated incident, and recognize that this is a coaching opportunity. This will be relayed to the sales agent's direct manager, so that misinformation regarding HD equipment is not stated in the future. Additionally, we will offer a resolution for Mr. [redacted], so that he can be provided with the HD receiver model that was promised (details below).-RESOLUTION OFFER: The upgrade cost associated with leasing a High Definition receiver, based on Mr. [redacted]'s level of credit qualification, is $50.00. In order to fulfill or goal of providing exceptional customer service and to address the missed opportunity for such, we will send Mr. [redacted] a $100 gift card via U.S. mail with rush delivery, and with no redemption form process required. I have relayed this request to our Client Services Manager, and one of our Client Services agents will telephone Mr. [redacted] before close of business today (1/15/16) to inform him of this offer, confirm his mailing address, etc. This compensation will enable Mr. [redacted] to contact Dish Network and pay the $50 upgrade fee so he can enjoy high definition on his television set. It should be noted that Mr. [redacted] is also welcome to redeem his $25.00 gift card offer, but this will require that he follow the instructions that are outlined in his gift card redemption certificate.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
To Whom it May Concern. The GoDish sales rep was the one that led Me to believe that for $36.00 a month for the first year on a two year contract, I would be getting TV and Internet. You still don,t get it! I was led to believe that the service would be initiated along with arrangements with an Internet provider PARTNERING with the [redacted] in the area. If I were going to get both services independently, I WOULD HAVE DONE SO! And I did not mention to the sales rep that I was getting both services independently during the entire conversation. Ordinarily I would just let this [redacted] pass as a mistake on My part, it was not! I NEVER would have contacted GoDish or [redacted] whatever had I known of Your questionable sales and business practices. I have filed a complaint with the **C and the [redacted], what good that will do I don,t know. This is STILL not over.[redacted]
To Whom It May Concern:Regarding [redacted] complaint, our company, GoDish.com, is a third party Dish Network authorized retailer. I researched the sixteen digit account number referenced in her complaint, and it does not populate in our database. I also did an open search by zip code, there is no...
match by name nor by street address. This leads me to believe that [redacted] signed up for Dish Network service with another Dish Network third party authorized retailer, or with Dish Network corporate office. It is possible that [redacted] obtained our company name and phone number from a direct mail flyer or online marketing advertisement. Unfortunately, because we did not sell this account, we are unable to provide any assistance with regard to her existing Dish Network service. It seems from her notations that he has already been in contact with the Dish Network corporate office. Their direct customer service phone number is 1-800-333-3474.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
To Whom It May Concern:Regarding Juana [redacted] Revdex.com complaint, our company, Go[redacted].com, is the [redacted] authorized third-party retailer that sold her [redacted] television service. As an incentive, we include in our print and digital marketing an offer for a $100 VISA gift card....
Our sales agents read a script to eligible customers that information on a website where they can redeem the offer online.Although this is explained in the sales call, we understand that there is a lot of information given at the point of sale. When Ms. [redacted] contacted [redacted] to follow up on the gift card status, their customer service agents were unable to provide information, because this is a retailer offer. Normally, they would have provided Ms. [redacted] with our telephone number for further inquiry; however, it appears this did not happen. On 7/6/16 a Go[redacted].com Client Services agent contacted Juana [redacted] by phone and assisted her by providing the gift card redemption website and explained what was required and well as set expectations for the timetable for delivery of the gift card via U.S. mail. Should she still require our assistance, she can contact our Client Services department toll-free at [redacted]
To Whom It May Concern:We regret that [redacted] has rejected our business response for his complaint (ID [redacted]). However, we have done our due diligence, and have monitored entire call recordings associated with the [redacted] product and services we sold to him. The $455.00 fee that has been withdrawn from his credit card is a legitimate charge; it was verbally disclosed to [redacted] that should be voluntarily terminate his 24 month [redacted] contract he would incur pro-rated cancellation fees. He is correct in stating the he mentioned to the sales representative that [redacted] was the internet provider available to his service address. We partner with over 25 different providers of internet, and it is customary for us to ask probing questions for what the internet provider the customer has, or has had in the past, or what is generally available to their knowledge. Moreover, [redacted] original complaint was that he was promised a television/internet bundle under one bill, not whether he was the one who mentioned the name of the internet provider. It seems at this juncture that we are at an impasse, as we have done our due diligence to investigate [redacted] complaint, and respond with the facts as they pertain to the call recordings associated with his order.
To Whom It May Concern:Regarding [redacted] Complaint, our company GoDish.com is a third party authorized [redacted] retailer sold her [redacted] television service as well as a [redacted] service at the point of sale. This [redacted] service is called the [redacted], and it is...
mandatory for our agents to read a disclosure script to all customers enrolled in this service. Initially, this service is offered as a free thirty day trial, and if the customer chooses not to continue past the thirty day trial and to avoid being charged $12.95 per month for this service they are instructed to call the [redacted] at [redacted]. If this phone number does not correspond to the one on her bank statement, we apologize.This is a service GoDish.com offers. [redacted] did not sign up for [redacted] service through the corporate [redacted] office, which is why she was informed by [redacted] to contact our office.Our GoDish Quality Assurance team verified the audio recording associated with [redacted] order, and her sales agent read the [redacted] disclosure to her. Throughout the disclosure, when read terms and conditions, [redacted] said "okay" and otherwise did not object to signing up for this service.For this reason, we are unable to refund any charges made to her debit/credit card for [redacted] service. However, as a goodwill gesture, we are willing to refund a $49.99 processing fee we charged to her card on file for the processing of her [redacted] television order. This refund should occur within 3-5 business days. If she still has not received her refund in this time frame, she may contact our GoDish Client Services department toll free at [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Was It explained to me that my card would be charged even though the installation was cancelled?
Regards,
It was explained that the card would be charged today (date order was sold/created) for the specified amount. The sales representative did not amend the scripted verbiage or ad-lib to give the impression that the charge would only occur after service was installed.
To further explain, we do not disclose fee(s) charged to the card at the point in the sales order process in which we solicit a debit or credit card to validate with a dollar hold. The reason is that this is done prior to credit approval and finalization of the sales order, and we are unable at that point to quote charges that are contingent upon a variety of factors including activation fees and state-specific surcharges. We read to the customer scripted disclosures that fully explain all terms/conditions including upfront charges to their card. The disclosures were read at a normal speed, and there was no deliberate attempt to gloss over the $157.50 charge. As a consumer, Ms. [redacted] has the ability to ask for further explanation, if she is unclear of anything which was being disclosed.
To Whom It May Concern: Regarding [redacted]'s Revdex.com Complaint, she referenced a promotional gift card offer for signing up for Dish Network through our company, GoDish.com, which is an authorized Dish Network retailer. The date she signed up for service was 4/8/16. The gift card offer has...
terms and conditions that are disclosed in our marketing as well as when the customer mentions the offer at the point of sale. In this case, it was explained to Ms. [redacted] when she contacted our company 11/22/16 that there was no gift card offer code attached to her order and all customers are required to complete a disclosed gift card redemption certificate process within sixty days of signup. In order to bring this Revdex.com Complaint to a favorable resolution we will bypass our terms and conditions and mail a $100 [redacted] gift card to Ms. [redacted]'s address on file. Normal delivery time is 4-6 weeks. Should Ms. [redacted] not receive her gift card within that time frame, she may contact our Client Services department directly at 1-888-632-6940.
To Whom It May Concern:Regarding Mr. [redacted] Revdex.com Complaint, I have requested that our gift card vendor partner, [redacted], mail out a $150.00 pre-paid card via U.S. mail that is deliverable within a 7-10 business day window. GoDish.com regrets that we missed the opportunity to rectify...
this matter as it relates to our gift card offer redemption process. I have alerted our Client Services Manager about this case, so he can provide feedback and coaching to the Client Services agent who spoke with Mr. [redacted] on this past Friday, Jan. 22 2016.It is clear that Mr. [redacted] made a good faith effort to follow the gift card redemption process, and we regret that we were unable to identify the missing component, as referenced in his Revdex.com Complaint notations. This should have been sent to a manager for follow-up, and we regret that this did not happen. It is our hope that the delivery of a $150.00 gift card with restore Mr. [redacted] satisfaction with our company.
To Whom It May Concern:Regarding Revdex.com Case # [redacted], I am including an explanation of the details of Mr. [redacted]'s complaint, as well as the resolution measures we will offer to him for misinformation provided at the Point of Sale (before installation, and before he signed a contract):- NO...
CREDIT CHECKS: Mr. [redacted] here references the "No Contract, No Credit Check, No Commitment" portion of our sales advertisement. His sales agent explained that this is for Dish Network's "FLEX TV" offer, in which customers can opt to purchase their equipment. It was explained that the upfront cost would start at $350.00 for this plan. Mr. [redacted] consented to a credit check in order to qualify for reduced upfront cost and related promotions available to those who agree to a 24 month commitment. -PRICE: As an authorized third party Dish Network Retailer, GoDish.com prides itself on being a full-disclosure company. Our sales agent disclosed an inclusive monthly rate of $49.99 plus tax for the customer's programming package, receiver fees and with the Dish Network Two-Year Price Lock offer. All prices advertised in our sales flyers are not inclusive rates, as they will vary depending upon the customer's individual needs and desires, such as the number of televisions they own, the ability to record programming (DVR) etc. -GIFT CARD: Mr. [redacted] mentioned an offer code of [redacted] for a $150.00 gift card. His sales agent explained that this offer is based on credit qualification, and did stipulate after the credit check was performed and before the sale was finalized that he qualified for a $25.00 gift card. Mr. [redacted] did not object when he was made aware of the the qualifying gift card amount. -$19.99 INTERNET: Our sales ad mentions internet no matter where you live, starting at $19.99. The verbiage "starting at" reflects that $19.99 is the lowest rate available for high speed internet in the market, but that the actual lowest rate available varies according to the internet available to the customer's service address. Our sales agent made it abundantly clear to Mr. [redacted] that based on his residential location $29.99 was the lowest monthly rate available.-HD FREE FOR LIFE: This is a valid objection. HD Free for Life requires HD-compatible equipment, and our sales agent erred in disclosing that Mr. [redacted] would be able to watch television in High Definition with the receiver that was ordered for installation. We believe this is an isolated incident, and recognize that this is a coaching opportunity. This will be relayed to the sales agent's direct manager, so that misinformation regarding HD equipment is not stated in the future. Additionally, we will offer a resolution for Mr. [redacted], so that he can be provided with the HD receiver model that was promised (details below).-RESOLUTION OFFER: The upgrade cost associated with leasing a High Definition receiver, based on Mr. [redacted]'s level of credit qualification, is $50.00. In order to fulfill or goal of providing exceptional customer service and to address the missed opportunity for such, we will send Mr. [redacted] a $100 gift card via U.S. mail with rush delivery, and with no redemption form process required. I have relayed this request to our Client Services Manager, and one of our Client Services agents will telephone Mr. [redacted] before close of business today (1/15/16) to inform him of this offer, confirm his mailing address, etc. This compensation will enable Mr. [redacted] to contact Dish Network and pay the $50 upgrade fee so he can enjoy high definition on his television set. It should be noted that Mr. [redacted] is also welcome to redeem his $25.00 gift card offer, but this will require that he follow the instructions that are outlined in his gift card redemption certificate.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
To Whom it May Concern. The GoDish sales rep was the one that led Me to believe that for $36.00 a month for the first year on a two year contract, I would be getting TV and Internet. You still don,t get it! I was led to believe that the service would be initiated along with arrangements with an Internet provider PARTNERING with the [redacted] in the area. If I were going to get both services independently, I WOULD HAVE DONE SO! And I did not mention to the sales rep that I was getting both services independently during the entire conversation. Ordinarily I would just let this [redacted] pass as a mistake on My part, it was not! I NEVER would have contacted GoDish or [redacted] whatever had I known of Your questionable sales and business practices. I have filed a complaint with the **C and the [redacted], what good that will do I don,t know. This is STILL not over.[redacted]
To Whom It May Concern:Regarding [redacted] complaint, our company, GoDish.com, is a third party Dish Network authorized retailer. I researched the sixteen digit account number referenced in her complaint, and it does not populate in our database. I also did an open search by zip code, there is no...
match by name nor by street address. This leads me to believe that [redacted] signed up for Dish Network service with another Dish Network third party authorized retailer, or with Dish Network corporate office. It is possible that [redacted] obtained our company name and phone number from a direct mail flyer or online marketing advertisement. Unfortunately, because we did not sell this account, we are unable to provide any assistance with regard to her existing Dish Network service. It seems from her notations that he has already been in contact with the Dish Network corporate office. Their direct customer service phone number is 1-800-333-3474.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
To Whom It May Concern:Regarding Juana [redacted] Revdex.com complaint, our company, Go[redacted].com, is the [redacted] authorized third-party retailer that sold her [redacted] television service. As an incentive, we include in our print and digital marketing an offer for a $100 VISA gift card....
Our sales agents read a script to eligible customers that information on a website where they can redeem the offer online.Although this is explained in the sales call, we understand that there is a lot of information given at the point of sale. When Ms. [redacted] contacted [redacted] to follow up on the gift card status, their customer service agents were unable to provide information, because this is a retailer offer. Normally, they would have provided Ms. [redacted] with our telephone number for further inquiry; however, it appears this did not happen. On 7/6/16 a Go[redacted].com Client Services agent contacted Juana [redacted] by phone and assisted her by providing the gift card redemption website and explained what was required and well as set expectations for the timetable for delivery of the gift card via U.S. mail. Should she still require our assistance, she can contact our Client Services department toll-free at [redacted]
To Whom It May Concern:We regret that [redacted] has rejected our business response for his complaint (ID [redacted]). However, we have done our due diligence, and have monitored entire call recordings associated with the [redacted] product and services we sold to him. The $455.00 fee that has been withdrawn from his credit card is a legitimate charge; it was verbally disclosed to [redacted] that should be voluntarily terminate his 24 month [redacted] contract he would incur pro-rated cancellation fees. He is correct in stating the he mentioned to the sales representative that [redacted] was the internet provider available to his service address. We partner with over 25 different providers of internet, and it is customary for us to ask probing questions for what the internet provider the customer has, or has had in the past, or what is generally available to their knowledge. Moreover, [redacted] original complaint was that he was promised a television/internet bundle under one bill, not whether he was the one who mentioned the name of the internet provider. It seems at this juncture that we are at an impasse, as we have done our due diligence to investigate [redacted] complaint, and respond with the facts as they pertain to the call recordings associated with his order.
To Whom It May Concern:Regarding [redacted] Complaint, our company GoDish.com is a third party authorized [redacted] retailer sold her [redacted] television service as well as a [redacted] service at the point of sale. This [redacted] service is called the [redacted], and it is...
mandatory for our agents to read a disclosure script to all customers enrolled in this service. Initially, this service is offered as a free thirty day trial, and if the customer chooses not to continue past the thirty day trial and to avoid being charged $12.95 per month for this service they are instructed to call the [redacted] at [redacted]. If this phone number does not correspond to the one on her bank statement, we apologize.This is a service GoDish.com offers. [redacted] did not sign up for [redacted] service through the corporate [redacted] office, which is why she was informed by [redacted] to contact our office.Our GoDish Quality Assurance team verified the audio recording associated with [redacted] order, and her sales agent read the [redacted] disclosure to her. Throughout the disclosure, when read terms and conditions, [redacted] said "okay" and otherwise did not object to signing up for this service.For this reason, we are unable to refund any charges made to her debit/credit card for [redacted] service. However, as a goodwill gesture, we are willing to refund a $49.99 processing fee we charged to her card on file for the processing of her [redacted] television order. This refund should occur within 3-5 business days. If she still has not received her refund in this time frame, she may contact our GoDish Client Services department toll free at [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Was It explained to me that my card would be charged even though the installation was cancelled?
Regards,
It was explained that the card would be charged today (date order was sold/created) for the specified amount. The sales representative did not amend the scripted verbiage or ad-lib to give the impression that the charge would only occur after service was installed.