DISH Network review: equipment return fee 6

Received this email regarding my complaint.

Daniel,

I apologize for the inconvenience this has caused you. I will make sure you are not charged for the equipment. Once the new box arrives you will have 30 days to return that unit.

Thank you

Matt Kliewer

Executive Communications

DISH Network L.L.C

Phone – [protected]

E-mail: Matt.Kliewer@dishnetwork.com

Office Hours: Mon – Fri 8-4:30 MT

Well since posting my complaint, filing a complaint with the BBB, email that conversation to every dishnetwork email address I could find I am getting tracking numbers, various apologies, etc. etc. Hopefully anybody else that runs into this situation can utilize this information. I would always recommend using the chat forum so that your able to capture the conversation.

Some of the emails I have received:

Your DISH Network account has been disconnected.

Please review the chart to determine what equipment to return:

Equipment Model* CAID* Ownership Obsolete Return?
RECEIVER DishDVR 625 R0079745833 LEASED No Yes
* This information can be found on the label located on the back or bottom of your unit
To help you easily return your equipment, DISH Network is doing the following:

* You will receive a return kit including boxes and discounted return labels in the next few days.
* A $15 per label equipment return fee will be charged to your account should you choose to use the labels. This fee is significantly less than rates you are likely to find with UPS, FedEx, or the US Postal Service.
* A return kit will not be sent for purchased or obsolete equipment; instead, a postage-paid SmartCard return envelope will be sent to return SmartCard(s) for obsolete equipment:
o ** The following SmartCard removal instructions are for obsolete equipment only. Please do not remove SmartCards from leased equipment:
+ Open the front left door panel on the obsolete receiver
+ Remove SmartCard from the receiver
+ Return SmartCard(s) from obsolete receiver(s) in the envelope being sent to you

To avoid charges, please return your equipment within 10 days. You will receive an e-mail when your equipment has been received.
We recommend that any equipment not returned be disposed of in an environmentally responsible manner. Please visit the EPA website below to locate an electronics recycler near you:
EPA Electronics Recycling Website
Thank you for being a valued DISH Network customer.
___________________________________________________________________________________________________
Dear Mr. Fidoe,

Thank you for your e-mail. We would like to apologize on behalf of the DISH Network for the way that your issue was handled by our representatives. We take our customer service seriously and strive to be the best in our industry. Our customers are very important to us and we sincerely apologize for the service that you have received.

Please understand that as a growing company, we are continuously training all of our employees and constantly re-evaluating our customer service. There is no excuse for being inconsistent or insufficient to those that have made us what we are today—our customers!

We appreciate that you have brought this to our attention so that we may address this issue with the appropriate personnel. Once again, please accept our sincerest apologies and we thank you for your feedback.

For your convenience, we will automatically ship empty boxes and a pre-paid label to you. The label you will receive is at a discounted price and will cost you significantly less than if you opted to ship the equipment back on your own. If you choose to use the label, you will be charged a flat $15. Unfortunately, we do not have the option to waive the fee.

The reference number or return authorization number is RA# ************. The boxes are scheduled to be delivered within 3 to 5 business days via UPS.

Thank you for your email.

Sincerely,

Charles Drake V. OPID:SD2

TID : OR-Infiniti

DISH Network eCare

Please include all previous correspondence when replying.
___________________________________________________________________________________________________
Subject: Shipment Tracking Information
Return Authorization Number:

Dear Daniel,

We have shipped you a return kit for the following equipment:

Equipment Model* CAID* Ownership
Receiver DishDVR 625 R0079745833 LEASED
* This information can be found on the label located on the back or bottom of your unit
Tracking Number: 1Z40388F0349277344
You can track the shipment of your return box online or by calling [protected]. Be sure to reference your tracking number when calling UPS.
The kit will contain instructions and shipping labels to help you easily return your equipment.
To avoid charges, please return your equipment within 10 days. You will receive an e-mail when your equipment has been received.
Thank you for being a valued DISH Network customer.

__________________________________________________________________________________________________

Complaint ID#: [protected]
Business Name: DISH Network, LLC

Thank you for contacting your BBB. We received your complaint on August 24, 2011 and have assigned it case# 75153409in our files. Please make a note of this number for future reference.

Your complaint has been applied to the following business:
DISH Network, LLC
PO Box 9040
Littleton, CO [protected]

We reviewed your case and have forwarded it to the business for their response. This business has until September 16, 2011to respond to your complaint. If they do not respond by this date, a second letter will be sent.

We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address:

Your BBB appreciates the opportunity to work with you and the business to resolve this matter efficiently and to your mutual satisfaction.

Sincerely,

Maria Casas
Trade Practices Consultant
[protected]
303 577-8137Fax

Original Email I got when I canceled my service but never got the boxes. They keep saying 30 days, but these emails say ten days. So we'll see what happens and also if my account is debited on the 28th.

Return Authorization Number: [protected]

Dear Daniel,

Your DISH Network account has been disconnected.

Please review the chart to determine what equipment to return:

Equipment Model* CAID* Ownership Obsolete Return?
RECEIVER
RECEIVER ECHO DP 301
625 R0031756382
R0079745833 LEASED
LEASED Yes
No SmartCard Only **
Yes

* This information can be found on the label located on the back or bottom of your unit

To help you easily return your equipment, DISH Network is doing the following:

* You will receive a return kit including boxes and discounted return labels in the next few days.
* A $15 per label equipment return fee will be charged to your account should you choose to use the labels. This fee is significantly less than rates you are likely to find with UPS, FedEx, or the US Postal Service.
* A return kit will not be sent for purchased or obsolete equipment; instead, a postage-paid SmartCard return envelope will be sent to return SmartCard(s) for obsolete equipment:
o ** The following SmartCard removal instructions are for obsolete equipment only. Please do not remove SmartCards from leased equipment:
+ Open the front left door panel on the obsolete receiver
+ Remove SmartCard from the receiver
+ Return SmartCard(s) from obsolete receiver(s) in the envelope being sent to you

To avoid charges, please return your equipment within 10 days. You will receive an e-mail when your equipment has been received.

We recommend that any equipment not returned be disposed of in an environmentally responsible manner. Please visit the EPA website below to locate an electronics recycler near you:
EPA Electronics Recycling Website

Thank you for being a valued DISH Network customer.

Letter from DishNetwork:

September 2, 2011

Mr. Daniel Fidoe

Re: BBB Complaint # [protected]

Dear Mr. Fidoe:

On August 26, 2011, we received your complaint, dated August 25, 2011, filed with the Better Business Bureau.

You expressed concern about not receiving the UPS boxes to return the DISH Network equipment within the 30 days. You request a refund of $300.00, reimbursement of your overdraft fees, and that DISH Network pay for your inconvenience.

My attempts to call you on August 30, 31 and September 2, 2011 were unsuccessful. However, I was able to leave voice messages when I called.

Our records show that the UPS boxes were delivered on August 29, 2011. At this time we have not received the equipment back. You have not yet been charged $300.00 and DISH Network will not be able to reimburse you the overdraft fees or compensate you for your inconvenience.

We sincerely apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [protected].

Sincerely,

Zaibahtame Geionety
Dispute Resolution Specialist
Dispute Resolution Team
DISH Network, L.L.C.
Phone Hours: Tuesday-Saturday, 2:45 pm-11:15 pm MST
[protected]

cc: Ms. Suzann Bacon
Dispute Resolution Manager
Denver / Boulder Better Business Bureau
1020 Cherokee St.
Denver, CO 80204

I hope this information may help anybody else that may be in a predicament with DishNetwork. Their equipment was promptly returned to them and I have closed my case with the BBB http://www.bbb.org/denver/business-reviews/television-cable-catv-and-satellite/dish-network-in-englewood-co-6370.

My Final letter to Dish:

I'm done with this. All I can do is put my incident out there in case somebody else has the same issue. The equipment was promptly returned.
See Below:
Dear Customer,
This notice serves as proof of delivery for the shipment listed below.
Tracking Number:
1Z4929VF9017621828
Service:
UPS Ground
Weight:
15.00 lbs
Delivered On:
09/06/2011 9:30 A.M.
Delivered To:
SPARTANBURG, SC, US
Signed By:
CANTRELL
Left At:
DOCK
Thank you for giving us this opportunity to serve you.
Sincerely,
UPS
Tracking results provided by UPS: 09/13/2011 12:24 A.M. ET

I loved my DISHNetwork service while we had it, but when they wanted to charge me $100 to upgrade to HD after being a loyal customer and never late on payments, I chose to cancel and was given the classic run around by customer "service". Now I am stuck with Direct TV that is horrible.

It is unfortunate that Dishnetworks decision to tell customers a fee can NOT be waived is their business practice. I wanted to be compensated for my time and effort that was involved, which meant ranting on the internet until someone responded, or someone agreed to stop the equipment fee, but have decided to just drop it. I feel my goal was achieved by making this incident aware to the public so that they may find resolution to their own issue if it would so arise.

My apologies to dishnetwork for not returning your calls. I work as a Police Officer from 7PM to 7am. In between I provide security at the Cleveland Clinic hospital ER and Giant Eagle. After those I try to sleep for a few hours, visit my 3 year old son and say hi to my wife. Then to have to spend the time to deal with your company irritated me beyond belief over some BS.