I would not normally be one to complain about company policy, much less rant about it to others...however Dish Network deserves a little shout out...especially good info to those of you in the military! We have been very happy DirecTV customers for years, but when we made this move, we decided to see what other services were offered and since Dish Network would give us a free HD DVR and our rental house already had a Dish Network Dish, we went with them.
A few weeks ago I began calling to schedule our utilities to be turned off when we moved and Dish Network was on my list. The lady told me to call back the day I wanted service disconnected. She warned me that I was under contract and I told her it was a move on military orders. She reassured me they had a military clause and thanked me for my service.
After calling back 2 times this week I got a very different answer from 2 different people - the military clause only applies to the person actually in the military. The conversation went something like this...
DN: "Is it you or your husband on the account"
Me: "Me"
DN: "Is it you or your husband in the military?"
Me: "My husband"
DN: "Well, then since it is technically your husband that is being reassigned, we cannot release you from your contract. The fee to cancel is $248"
Me: "Can I suspend my service until my TV is out of the box in New York?"
DN: "No, we don't offer that option."
Me: "So let me get this straight...the Army is moving us on military orders to a base where there is no housing available for 10 months. It could take us 2-3 months to find any other housing arrangements. Until then I will be sitting in a hotel room with a 3 year old and a 3 month old and my TVs will be in storage. But you want me to continue paying for my Dish Network service during that time?"
DN: "Yes maam, that's our policy since the Army is not ordering you to move, just your husband."
Me: "Can I change the account to his name?"
DN: "No"
Me: "Wow that's incredible customer service you offer to those in the military and their families."
DN: "Ma'am, all TV providers are this strict b/c of fraud."
Me: "DirecTV never questioned our cancelation."
DN: "Well, whoever you talked to over there probably did their job wrong. I'm just telling you what our policy is."
Me: "Can I speak to a supervisor?"
DN: "No Ma'am, they will tell you exactly what I have told you. If you could get the military to issue you orders as well, we would be able to release you."
After much insisting he never did let me talk to a supervisor. Needless to say Dish Network has lost my service forever...if and when they release me as a customer!
A few weeks ago I began calling to schedule our utilities to be turned off when we moved and Dish Network was on my list. The lady told me to call back the day I wanted service disconnected. She warned me that I was under contract and I told her it was a move on military orders. She reassured me they had a military clause and thanked me for my service.
After calling back 2 times this week I got a very different answer from 2 different people - the military clause only applies to the person actually in the military. The conversation went something like this...
DN: "Is it you or your husband on the account"
Me: "Me"
DN: "Is it you or your husband in the military?"
Me: "My husband"
DN: "Well, then since it is technically your husband that is being reassigned, we cannot release you from your contract. The fee to cancel is $248"
Me: "Can I suspend my service until my TV is out of the box in New York?"
DN: "No, we don't offer that option."
Me: "So let me get this straight...the Army is moving us on military orders to a base where there is no housing available for 10 months. It could take us 2-3 months to find any other housing arrangements. Until then I will be sitting in a hotel room with a 3 year old and a 3 month old and my TVs will be in storage. But you want me to continue paying for my Dish Network service during that time?"
DN: "Yes maam, that's our policy since the Army is not ordering you to move, just your husband."
Me: "Can I change the account to his name?"
DN: "No"
Me: "Wow that's incredible customer service you offer to those in the military and their families."
DN: "Ma'am, all TV providers are this strict b/c of fraud."
Me: "DirecTV never questioned our cancelation."
DN: "Well, whoever you talked to over there probably did their job wrong. I'm just telling you what our policy is."
Me: "Can I speak to a supervisor?"
DN: "No Ma'am, they will tell you exactly what I have told you. If you could get the military to issue you orders as well, we would be able to release you."
After much insisting he never did let me talk to a supervisor. Needless to say Dish Network has lost my service forever...if and when they release me as a customer!
Oh Stephanie! I am so sorry to hear you had such rude service. On the orders it does state that the move is with dependents as well. I wonder if you provided a copy of the orders with that statement highlighted along with other forms that prove you are his dependent they would take care of you? That is just not right!!!!! Report them to the BBB!!!!
ReplyDeleteCall back. Maybe that person was just a jerk... Ugh. How awful. Like you need any more stress right now.
ReplyDeleteThat is just wrong! We, as military wives, are an extension of our husbands as they are ordered from post to post. There is no rhyme or reason in that policy, and I would absolutely try calling again and talking to a supervisor. Anyway, glad you are posting a blog!! Will be happy to follow all of your 'stuff':)
ReplyDelete