CyberCJH's Blog

Back on 12/8, I ordered two DTV Converter boxes from Dish Network. I’m not a Dish Network subscriber, but they’re the seller of the TR-40, the best DTV converter box on the market today in my opinion. DTV converter boxes will be needed in February for TVs that still receive over-the-air broadcasts when the transition from analog to digital will occur. We have a couple of such TVs, so I used my two $40 government coupons to buy two TR-40s.

I paid $19.08 for taxes and shipping on my credit card the day I purchased the converter boxes. But, yesterday I received a statement from Dish Network asking me to again pay $19.08 by 12/28. I went to dishnetwork.com and chatted with Gary. This is what transpired. It gets really funny towards the end – where it’s bold.

Please wait while we find a representative to assist you…
You have been connected to (03) Gary M.
(03) Gary M: Thank you for choosing Dish Network the leader in DVR and HD. I will be happy to assist you today. Please give me 2-3 minutes to access your account and review the information you have already provided.
(03) Gary M: I understand your concern, let me check this for you.
(03) Gary M: Please give me 2-3 minutes to research this.
ME: OK.
(03) Gary M: Thank you for your time and patience.
(03) Gary M: I see that your account has a zero balance.
(03) Gary M: We have already received your payment for $19.08.
ME: Why then Dish Network send me a statement telling me I must pay $19.08 by 12/28?
(03) Gary M: Please ignore this messages.
(03) Gary M: I apologize for the inconvenience.
ME: Will you please send me an updated statement showing I owe $0?
(03) Gary M: Yes, I can do that for you however it will incur $2.00 statement fee. However, you can view this current statement through your Online account.
ME: You’re kidding me, right?
ME: First, you send me a statement telling me I must pay $19.08 by 12/28 which is WRONG, then you tell me I have to pay $2 to get a CORRECT statement?
ME: This is DISH NETWORK’S mistake.
ME: Not MY mistake.
ME: DISH NETWORK can send me an updated CORRECT statement FOR FREE, not for $2.
ME: Anyway, I tried to view the statement through the ONLINE ACCOUNT but it tells me I must be a DISH NETWORK subscriber. I’m not a subscriber. I only bought two DTV converter boxes from you.
(03) Gary M: To confirm it that your account has a zero balance, you can also call at 1-800-333-3474.
(03) Gary M: My OP-ID is VD6.
ME: Or, you can send me a correct statement. For free.
(03) Gary M: I wish I could do that for you.
ME: So, is this a standard practice of Dish Network? To send incorrect statements out demanding money from customers who don’t owe anything?
(03) Gary M: I apologize for the inconvenience.
ME: Can I have the CEO’s name and mailing address, please?
ME: Charles Ergen, CEO and Chairman of the Board for EchoStar Communications … CEO@echostar.com …
ME: Nevermind, I found it myself. I’ll be sending him a copy of this chat transcript.
(03) Gary M: Wonderful!
(03) Gary M: Is there another issue that I may assist you with?
ME: Can you please reconfirm that you will not send me a correct statement, to correct Dish Network’s mistake, without charging me for it?
(03) Gary M: All right.
(03) Gary M: I have your billing address as XXXX XX XXXXX XXX.
(03) Gary M: Is that correct?
ME: That is correct.
(03) Gary M: Thank you for the confirmation.
(03) Gary M: I have mail the statement to this address for you and you will not be charged for statement fee as I have waive this fee for you as you have been a wonderful customer for Dish network.
(03) Gary M: Very soon you will receive your new updated statement.
ME: Thank you.
(03) Gary M: You’re very welcome.
(03) Gary M: Is there anything else I can assist you with?
ME: That’s it. Thanks.
Your session has ended. You may now close this window. 

I would think that the main purpose Dish Network is selling these DTV converter boxes is to obtain a highly valuable list of potential customers. If you start pissing off the people on this list, there isn’t going to be much value to it.

Funny though how Gary changed his tune the minute I threatened to e-mail his boss’s boss’s boss’s boss’s boss’s boss.

written by cybercjh