Guess what I was watching while creating this post? My sincerest apologies to Top Gear, one of my fave shows need to be expressed at this time. But, the only printable thing I can say about Dish Network and their customer service is R – U – B – B – I – S – H. It started out oh, so simple. I new it was a process which was coming, but had been putting it of due to things like the death of my father, funerals, paperwork, this sort of thing. Because of the change in circumstances, it is impossible to leave my 84-year-old mother alone, at all. Aside from the fact that we can’t find anyone who is interesting in spending a couple nights a week as a companion, with duties as extensive as making sure she is comfortable at night and visiting with her, my life is upside down. Monday is the first night I’ve had in my own home since last Tuesday. I have excellent broadband where I live. Unfortunately, she and my father never even bothered. I tried setting it up with PVT Networks. They only offer dial-up where my parents live, in the Hondo Valley. Their pricing is prohibitive and service is deplorable.
Fortunately, Verizon has a fantastic 4G tower less than a quarter mile, line of sight from the house. Unfortunately, they charge a premium for their services. I have very little download data space available and am now paying a good $80 for 8G of data. Unless I change my plan and add another chuck o’ money, I am basically shut off from the real world until Saturday morning. When you have a bog, we all know this is an impossible situation. So, my cell bill will go from what was originally $120 back a year ago to about $240 for 10G of data and taxes. I was told other providers offer unlimited data, but Verizon does not.
The battle with Dish Network began about 9:50AM. I wanted to check on the bill my mother was paying, and, because of the situation, switch her service to her name, and pay for it out of her checking account, instead of my father’s joint account. (That’s another pending post – dealing with the paperwork surrounding the loss of a parent). Switching the account was easy. So was ordering an upgrade in equipment. What was not easy was figuring out the mess my parents had made of pass codes, numbers, phone numbers, and this sort of thing. My mother finally remembered that she had put everything on her phone number…. oye!
I was put on hold to discuss broadband. The first questions were do I download games, movies, etc. Of course I do. I live in the modern world. I was told that they could not even talk to me because a service call had been scheduled. I unscheduled the service call. I called again. I was told that they would need to speak to my father.
“He died 2 weeks ago.”
“We need to speak to your mother.”
“Oh, like a child, you need to talk to my mommy?” I gave her the phone.
The tech was so rude, I hung up on her.
I called again.
I had to give the phone to her.
Did I download games?
Did I download movies?
Of course I do. I live in the modern world.
They would not talk to me. I would need to hang up, have a conversation with my family as to what we wanted with the service. It seems in my area, they do not offer what they advertise. You must read the fine print.
“…Activation fee of up to $299 may apply. For 24-month commitment, a termination fee of $17.50/month remaining will apply if service is terminated before end of commitment. Equipment must be returned upon cancellation of service, otherwise unreturned equipment fees apply. Bundle discount available with a minimum of America’s Top 120, DishLATINO Clásico, or DISH America. You will forfeit your bundle discount if you downgrade from qualifying programming or disconnect service.
Data Usage: Total data usage is split evenly between Anytime Data and Off-peak Bonus Data. Anytime Data is used any time of the day. Off-peak Bonus Data is used between the hours of 2 am and 8 am local time. (Off-peak time period subject to change.) If you use all of your Off-peak Bonus Data you will begin to use your Anytime Data between 2 am and 8 am. Once you use your data allotments your service speed will be significantly reduced for that data allotment period for the remainder of the billing cycle. Data does not roll over to the next billing cycle.
Offer valid through 1/16/15. Available services (speeds and data allowances) depend on the geographic location of the subscriber’s residence. Service is not available in Puerto Rico and is limited in areas of Alaska. In some areas, dishNET is only available through DISH Authorized Retailers. Non-standard installations may result in additional charge. Taxes and monthly service fees apply. State reimbursement charges may apply. Prices, packages, and offers valid for a limited time and subject to change without notice. Requires a clear view of the southern sky. Use of dishNET High-Speed Internet service is subject to Fair Access Policies, Acceptable Use Policies and Network Management Policies. © 2014 DISH Network L.L.C. All rights reserved….”
In other words, I can no longer watch my Metropolitan Opera on demand video. I can’t download a movie. This makes sense. Dish doesn’t want you buying a product they can strangle you with by forcing you to pay the same amount of money for a one time view. If I want to watch my beloved opera, or listen to it, I can’t do that. I can’t even watch my favorite YouTube video clips of opera. What good is having broadband service if it is little more than a high-speed way to download email?
The customer service people I talked to were rude. So rude, I thought I’d provide a few screen shots of the Twitter conversation. Yes, it was that bad.
Now, if you want to see how they feel, well, they are doing what they think is right for me….
I called my local service provider. Dish offers their high-speed services to various individuals at their discretion. There is no rhyme nor reason, nor logic. Some people may be able to get 10G, others 20G, but basically no one in rural New Mexico is good enough for their top-notch service. It is entirely possible I won’t even be able to do a post like this, via Dish. I can with Verizon, but I’m paying through the nose for it. I’m seeing that Sprint and T-Mobil offer unlimited data, but Verizon is holding us hostage. Unlimited data, via one’s iPhone hot-spot is the wave of the future, and we’re going to be paying for it, if we don’t live in a city.
The conversation with my Dish retailer may not have been want the good people at Dish Answers wanted me to hear. According to this guy, who has been my Dish retailer and service person since 1999, Dish doesn’t give a “F***” about their customers. All they want is the money. He is so dead-set against their broadband service, and the way they cheat people, he says he will only provide it at a last resort. It is entirely possible I can do better just dealing with my Verizon hot-spot.
My Dish retailer detests Dish. He thinks they are in the process of screwing so many customers over CNN that they are going to begin losing their base. He said, if he could offer something different, he would do it. He doesn’t really like DirectTV, so that takes care of that. We talked for about twenty minutes. He offered a non-Dish solution for a major project I am considering. He said he can save me a good $500 a month by using alternative sourcing.
Thanks to Dish Answers, I’ve been told by a very experienced Dish Retailer, who handles commercial, with hotels, a half-dozen trucks out at all times, special data networks, that Dish doesn’t give a “F***” about customer service.
I was right all the time.
The bottom line is the fact that we are complete screwed in rural America. According to NM rural broadband I have at least 5 different options where my mother lives. What a crock.
But, wait, it just gets better. On Monday, I scheduled an upgrade of equipment for my mother. Dish broadband services refused to even speak to me while I had an appointment scheduled. So, I canceled the damn appointment. I just received an email stating they have disconnected her old equipment. I suspect the saga is ongoing – just because I wanted a normal broadband experience in rural New Mexico.