[collapse = Chat]
Welcome to Dish Network. To better assist you with your buying experience and ensure that we can contact you in case this session gets disconnected, please provide your phone number using this format 999?999?9999.
(01) Ruel Joseph M.IOM: Hi!
(01) Ruel Joseph M.IOM: How may I help you?
Me: ###-###-####
Me: Hello, I was just wondering if you can explain each of these components to me:
Me: RCVR 612 HD SOLO DVRIncludedHD Duo DVR ReceiverIncludedRCVR 211/411 HD SOLOIncludedDVR Service$6.00HD Solo DVR Receiver$10.00HD Solo Receiver$7.00
(01) Ruel Joseph M.IOM: The receivers that has "included" at the end, are the type of equipment that we will provide and you don't need to buy them, they're included on the Plan.
(01) Ruel Joseph M.IOM: The charges will be for the service that you'll get from the receivers.
(01) Ruel Joseph M.IOM: It will be $6 for the DVR service, $10 for the Solo DVR receiver and $7 for the regular receiver.
(01) Ruel Joseph M.IOM: There won't be a monthly fee for the first receiver which will be the HD DUO DVR.
Me: Okay, and a couple other questions. If my tv isn't "hd" will there be a noticeable change in picture quality with "hd" programming?
(01) Ruel Joseph M.IOM: Yes, you'll get a crystal clear picture if you have an HD TV, HD receiver and HD programming.
Me: I'm sorry, you must've misunderstood me. I'm asking: If I have an HD reciever, HD programming, but a standard tv, will there be a change in picture quality on the standard tv?
(01) Ruel Joseph M.IOM: The programming on the Standard TV will be just on a Standard format unlike the picture that you'll get on the HD TVs.
Me: Okay, I'm just going to walk you through my setup, can you recommend the best way to accomplish this? We'd like America's Top 200, with the "Free" HD for life on all 4 tv's. We'd like it to be run through 2 HD DVR Duo recievers. Is that possible?
(01) Ruel Joseph M.IOM: Yes, it's possible however, our current plan can cover the first HD DUO DVR and then there will be a one time $100 DVR upgrade fee to get the 2nd HD DUO DVR.
(01) Ruel Joseph M.IOM: I can place the order for you and set up the installation date.
(01) Ruel Joseph M.IOM: For me to successfully place the order, may I ask some information?
Me: Hold on.
(01) Ruel Joseph M.IOM: Sure.
Me: Is it possible to have HD on 2 of the 4 tv's and standard programming on the other 2?
(01) Ruel Joseph M.IOM: Yes, it's possible.
(01) Ruel Joseph M.IOM: You have it with 2 HD DUO receiver.
(01) Ruel Joseph M.IOM: one of the HD DUO receiver can be an HD DUO DVR.
Me: If we do that, then we don't have the $100 dollar fee for the second receiver, correct?
(01) Ruel Joseph M.IOM: There will be no $100 fee for 1 HD DUO DVR and 1 HD DUO receivers.
Me: But I'm asking, can we have one HD DUO DVR, and one just standard picture, no dvr?
Me: I'm referring to the receivers.
(01) Ruel Joseph M.IOM: It depends in your area because normally, the type of receivers that we will provide will depend on the type of the TVs but there are some area where in Standard receivers are not capable with so , we don't have any choice but to provide HD receivers regardless the type of the TVs.
(01) Ruel Joseph M.IOM: You don't have to worry for having an HD DUO as a 2nd receiver because the monthly fee for that is the same as the fee for a Standard DUO receiver.
Me: Okay, can we do this: "01) Ruel Joseph M.IOM: There will be no $100 fee for 1 HD DUO DVR and 1 HD DUO receivers."
(01) Ruel Joseph M.IOM: Yes, we can do that.
(01) Ruel Joseph M.IOM: I can place the order for you with those kind of receivers without a $100 upgrade fee.
Me: Awesome, let's do it!
(01) Ruel Joseph M.IOM: Great! Let's get started on your order process.
(01) Ruel Joseph M.IOM: May I have your address and the phone number you want to register on the order?
Me: Yes in one moment. Will you need my credit card # again? or will you still have it on file for my account?
(01) Ruel Joseph M.IOM: No, I don't have it.
(01) Ruel Joseph M.IOM: I need to ask it again but I'll just need it later for the qualification.
(01) Ruel Joseph M.IOM: I need to get the basic information first for the order.
Me: Okay, here is my info: {Classified}. we already have a dish account, will that affect anything?
(01) Ruel Joseph M.IOM: Just to verify, are you looking for a 2nd account?
Me: No, we would like to upgrade this one.
(01) Ruel Joseph M.IOM: The information I provided is for new customers, to better assist you with your concern, let me connect you to our customer care chat.
(01) Ruel Joseph M.IOM: Please stay online.
(01) Ruel Joseph M.IOM: Thank you for chatting with Dish Network and have a great day!
(01) Ruel Joseph M.IOM has left the session.
A little pissed here, but I guess I should've specified that at the start.
Please wait while we find an agent from the (03) Customer Service department to assist you.
Thank you for being a valued Dish Network customer. I will be happy to assist you today.
(03) Catherine B.CTO: Hello Me.
Me: Hello.
Me: Do you know my issue? Or do I have to ask again?
(03) Catherine B.CTO: How can I provide you with the best value and service today?
Me: Do you know my issue? Or do I have to ask again?
(03) Catherine B.CTO: How can I provide you with the best value and service today?
Me: I'll take that as a no. I would like to utilize the "free" hd for life promotion that is being advertised right now, however I'm an existing subscriber to dish network already, and I've been informed that the deal doesn't apply to me.
(03) Catherine B.CTO: I'll be glad to assist you with this. Automation WUT?
(03) Catherine B.CTO: For account security purposes, can you please verify the full name and physical address including zip code on the account, and one of your receiver numbers? The receiver number can be located by pressing menu twice on the remote and will be located next to the receiver CAID and starts with R00.
Me: Me, {Classified} hold on a minute for the receiver #.
(03) Catherine B.CTO: Sure.
Me: {Classified}
(03) Catherine B.CTO: Thank you for verifying the information.
Me: Yup
(03) Catherine B.CTO: You need to have a HD receiver to sign up for HD For Life.
Me: Well, I'd like to upgrade.
(03) Catherine B.CTO: Okay.
(03) Catherine B.CTO: You might have heard about our Dish'n It Up promotion where in you can enroll to add or upgrade receivers.
(03) Catherine B.CTO: Let me list the terms and conditions of the promotion:
• A valid credit card is required and a hold of $1.00 will be placed.
• You need to commit for 24 months and subscribe to any of our qualified basic package.
• If service is cancelled or terminated prior to completing the 24 month agreement, there is a cancellation fee of $240 which is pro-rated to $10 per month remaining on your agreement. This fee may be charged to the card used to originally qualify your account.
• Since all the equipment are leased out to you, but owned by DISH, it must be returned to us within thirty days of cancellation or you will be charged an equipment fee ranging from $100 to $400 per receiver. This fee may be charged to the card used to originally qualify your account.
Me: Okay, is there a fee to upgrade?
(03) Catherine B.CTO: The one time equipment upgrade charge will be $50.00 and the installation / shipping charges would be additional.
(03) Catherine B.CTO: Being a valuable subscriber of our Service plan, the installation charges will be $15 only!
(03) Catherine B.CTO: You need to replace any one of the receiver with HD DVR Duo.
Me: And with that, we can still utilize the "free" hd for life?
(03) Catherine B.CTO: Yes.
Me: Okay, one last question, I was just talking to Ruel Joseph, who transferred me to you. He said : "There will be no $100 fee for 1 HD DUO DVR and 1 HD DUO receivers." Why am I being charged $50?, also your website advertises free installation. (http://www.dishnetwork.com/redirects/promotion/offer6/default.aspx#), why would I be charged $15?
(03) Catherine B.CTO: I am sorry, we do not have the free promotion now.
(03) Catherine B.CTO: We have promotions running at different times.
Me: Then why is it being advertised?
(03) Catherine B.CTO: I am sorry, that is for the new customer?
(03) Catherine B.CTO: I am sorry, that is for the new customer*
Me: Well, why are new customers being valued higher than existing ones?
Me: Because I'll gladly take my business somewhere where it's valued more.
(03) Catherine B.CTO: We offered you the best deal that was available at the time you were a new customer. WTF does this even have to do with what I'm asking?
(03) Catherine B.CTO: I hope you understand my situation.
(03) Catherine B.CTO: I can offer you HBO and Showtime free for 3 months.
Me: That's not what I'm asking though. I just asked why new customers are being valued higher than existing ones.
(03) Catherine B.CTO: I am sorry you feel that way.
(03) Catherine B.CTO: We have different promotion for our existing and new customers.
Me: Well do you not feel the same? That Dish is trying harder to attract new customers, rather that retain their current ones?
(03) Catherine B.CTO: I understand.
(03) Catherine B.CTO: Please be assured that I am providing you the information as on my screen.
(03) Catherine B.CTO: If there was any option, I would have loved to provide you.
Me: Can I just cancel my current subscription and start a new one to receive the "promotion"?
(03) Catherine B.CTO: I am sorry, you will be considered as a former customer.
Me: Yup, and that's what I'm about to be because I'm just about to go somewhere else.
(03) Catherine B.CTO: I am sorry to hear that.
Me: Okay. No you can't file this as resolved, and no I'm not satisfied. Have a mighty fine day attracting new customers.
(03) Catherine B.CTO: If there was any option, I would have loved to provide you[/collapse]
Ugh. Screw that.
I later filed a response that made it clear that it wasn't Catherine's fault.
None.
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