[Resolved]  Dish TV — Dish TV charging for Software Upgrade and making it mandatory for its consumers

On 22 Oct 2009 evening, my Dish TV set top box suddenly began displaying the following message on my TV screen which was somewhat like this - "UPGRADE IN PROGRESS DO NOT SWITCH OFF"

I called up the call center and registered a complaint[protected]. The call center employee informed me that a technician will need to visit my place and upgrade the set top box manually. To my surprise he added that I will be charged for software upgrade!!!

Charges - Rs 170 as a visiting fee of the technician and software upgrade cost Rs. 250 (I am not sure of exact amount but the figures are some what like this). I FIND THIS VERY UNETHICAL - I AM BEING FORCED TO PAY FOR A SOFTWARE UPGRADE WHICH I HAVE NOT ASKED FOR.

I verified with the customer support personnel that I am not alone sufferer but there are many other such frustrated Dish TV consumers like me.

More over there is no such mention in the consumer User Guide accompanied with the Dish TV installation. Also, I was never informed at the time of subscription that I will be charged for a software upgrade during my subscription period.

As against this I have inquired with my friends who have Tata Sky. Their set top boxes were upgraded free of charge and automatically without any manual intervention.

On 23 Oct 2009 the Dish TV technician called me up. When I argued as to why I should pay for software upgrade he had no answer. His supervisor was even ruder and least bothered about my woes. "Karna hai to karo nahi to baitho without television" his attitude reflected.

And to add injury to insult they have closed my complaint[protected] without my consent and without providing me any service. Now for 4 consecutive nights there is no television in my house – even though I have paid for platinum package full year subscription.

Kapil Anturkar
Pune
25 Oct 2009