YAY! An update to our DISH nightmare and it appears that it is now over. A huge relief!
First, I received an email confirming that our service was, in fact, cancelled:
That was good. It didn’t solve the problem about getting the equipment back, but at least the account was cancelled and no more monthly charges were being accrued.
Then, after the previous post about all our problems in trying to cancel our DISH satellite TV service as part of selling our house to move onto our boat, I received an email from Jason Klipp, Manager – Customer Loyalty & Office of the President. He said that a link to my TBG post had been forwarded to him and he wanted to talk to me about what had happened.
We had a fairly long phone conversation where I reiterated both (1) that the hard sell on not cancelling my account or turning my equipment over to someone else was just very off-putting and left me with zero desire to ever use DISH again; and (2) that a system designed to not send a box until after the cancellation date just didn’t work when the reason for the cancellation was a move.
He said that the customer service rep should have overridden the system and had the box shipped sooner. I reiterated that I thought that the system should be changed so that the box is shipped so that it’s received before the cancellation date.
For anyone who is planning to cancel their service in connection with a move, I’d suggest that when you call to cancel the service, you request the box be sent immediately. Explain that you know it normally isn’t sent until after the last day of service and you want that overridden.
Jason also double-checked that the box had gone out to Dave’s brother (the next day, we talked to Keith and yes, he’d received it).
And, finally, Jason confirmed that we did not have to return the eye:
As we told Jason, we packed up the box and dropped it off at a UPS store . . . after taking a few photos of the inside of the box with the gear in it, with the obvious background of the UPS store and the label laying beside it. After reading some of the comments from other former DISH customers, I wanted as much proof as possible that we’d sent the equipment back . . .
Turns out there was no need for all that. Today I got this email:
Thus, it seems like this episode is closed as I have written proof of the account being closed, the eye not having to be returned and the receiver and remote being received.
I told Jason that I’d write a follow up telling of the resolution — it only seems fair given my post slamming their account cancellation process. From my discussion with Jason, I don’t think we’ll have any further problems, but I still think that DISH needs to really re-think the whole account cancellation process if they want customers who cancel to ever consider returning!