History:
I worked with Manager, David Gibbs at “The Cellular Connection” located in Lancaster Ohio to obtain service with Dish Network. Through this retail outlet arrangements were made for installation. On 9/5/2009 a technician arrived at my apartment located at 243 Glasgow Place, Lancaster, Ohio to install my service (2 year contract). As always with all service technicians/repairmen in my habitat I am present continually until the tech leaves. The technicians name was Shawn and first he opened the obviously new box on the Receiver/DVR and hooked it up first. Then we went outside to install the Dish and hook it up. Prior to installation I had to obtain permission in writing from the Apartment complex manager for the installation. I made a copy of the management instructions and gave it to the installation technician. The technician installed the dish, attached the cable and ran the cable to a service box located on the back of my apartment building. He pulled a set of keys from his pocket and unlocked the service box and ran the cable line from the dish into the box and screwed it into an outlet. The technician then closed the box and we returned to my apartment where he programmed and set up the receiver.
Present Day:
Friday, June 11th I got up at 5am and turned on my TV to watch channel 6 news and weather as I always do before I go to work each day. I had no Dish Network service. After going through reset instructions and calling Dish Network I went outside to check my dish to see if perhaps there had been some kind of storm damage that may have occurred. The cable line from the dish to the service box had been disconnected. I contacted the maintenance manager at Muirwood Apartment Complex and he said he would check into the issue when he arrived for work that day. He called me later in the morning to tell me the cable line from my dish had been installed illegally in a Time Warner Cable service box and a TWC technician must have noticed when servicing another customer and the line was unhooked. I called Dish Network and scheduled for a technician to come back out to relocate and re-install my service.
Saturday, June 12th a Dish Network service technician arrived at my apartment between 1:00 and 3:00 and we walked to the back of my apartment building so I could show him the dish that was hooked up in September 2009. The technicians name was again Shawn but a different person altogether. Shawn told me the dish was installed incorrectly and should have never been hooked up at this location. He did his survey to see if there was any way he could relocate the dish according to the apartment mgrs guide lines to re-establish my service. Because my apartment was in the middle of the building there was no way he could relocate the dish and get a signal for me. At this time we called Dish Network to see what could be done to cancel my service. Dish Network advised their service technician I could cancel my service but I would have to pay a cancellation fee. I then got on the phone and requested to speak with a supervisor at Dish Network. I explained the circumstances to the supervisor and he again informed me I would have to pay the cancellation fee because at the time of installation of the service I signed a form that stated the service installation was correct. I handed the phone back to the technician and he went outside to talk to the supervisor so he could modify the work order and bring me a copy. When Shawn (technician) returned to my apartment he was visibly upset. When the supervisor at Dish Network cancelled my service he wiped out everything including the work order for my problem. The Dish Network supervisor told Shawn “there is no work order, as far as we are concerned you were never at that location and you will not be paid for this service call”.
I have since contacted the company that did the installation and awaiting their follow-up. I will be sending a copy of this letter to the BBB, the Attorney General’s office, Channel 4 and to Direct TV. I think Direct TV could use this in a commercial for their service. I did everything I possibly could to work out a reasonable resolution to this situation to no avail. There is no way I can afford to pay a cancellation fee. If you can help me with this situation it would be greatly appreciated.
Thank you,
Deborah Kilbarger
243 Glasgow Place
Lancaster, Ohio 43130
(740)503-3352
Email: dakilbarger@columbus. rr.com
Read Next Complaint >>
