[Resolved]  DishTV India — Bad customer care and no liability on level of service to be provided

Address:

Mumbai Suburban, Maharashtra

Dish TV does not have any liability on the level of customer service they offer. If you pay them in advance then they will take you granted as they don’t refund recharge amount paid in advance even though the customer has disconnected Dish TV because of their bad customer service.
On 11-Nov-12, my set top box stopped working. It was not getting switched on. I logged the complaint with Dish TV toll free on the same day. Also I made the payment of Rs. 2160/- online on the same day, as my earlier subscription was getting over on 13-Nov-12. For nine days, I was trying to get the update on my complaint as there was no communication initiated by Dish TV on it. I called toll free many time but they had standard answer, ‘Please wait, in 24 hrs. Technician will come’. I asked toll free representative to connect me to the person who can provide me exact update and timeline for my issue resolution. But they mentioned that they are not allowed to do that. Then I wrote email to customer care to get the updates and escalated same to Dish TV nodal officers but even they didn’t bother to answer. Finally on 10th day I decided to disconnect Dish TV as I was ignored all the times and switch to local cable operator. I wrote same to customer care and nodal officers that I am disconnecting Dish TV and want by refund of 2160/- as I am not able to use Dish TV from 11-Nov-12. Couple of days later of this email, I got call from Dish TV regarding my STB complaint. But since I already got cable connection, I refused the technician visit as it was not making sense to me and asked for refund. Till 08-Dec-12, lot of communication happened between me and Dish TV people from customer care to Sr. Manager, regarding the refund. But Dish TV continuously denied the refund by telling me that as per their policy refund of the recharge amount won’t be given. I repeatedly told them that since I have disconnected because I was not getting any update from Dish TV and hence I think they should give me refund by taking the liability of poor customer service. But they denied the refund and were continued to offer schemes. Finally, on 8-Dec-12 I got an email from them saying that as per their records technician visited the place and hence they won’t refund the amount but will offer waiver for the days. The waiver offer was already denied by me as it was not making sense to me to keep both Dish TV and Cable connection and pay both of them. I wrote them email asking for details of the visit (which never happened as I denied visit of technician) on 8-Dec-12 and sent the reminder for the same on 10-Dec-12. But no reply from them.
In this incident, I tried my all options (email, phone) to get status (even I used rude language to show my anger and dissatisfaction) but there was no effect and I was ignored all the time at all the levels. Then after disconnection when I asked for the refund, Dish TV didn’t show courtesy to take the ownership of bad customer service and refund me the money, instead they claim that visit was made and they don’t refund the recharge amount. In whole incident Dish TV didn’t care what a customer is thinking and kept forcing their terms even they were at fault.
As I mentioned earlier I am expecting refund of 2160/- because I had paid that amount for the period after 13-Nov-12. My STB was down from 11-Nov-12 and I haven't used Dish TV service. Also, I have disconnected Dish TV because I was not getting any response from Dish TV regarding my complaint from all levels.