DishTV — Withholding key information for new customer and offering the same service at 4 times the initial cost

Address:	500080
Website:	www.dishtv.in

Hello,

I have a complaint regarding the way your sales department works & deals with customers, withholding key information. As a corollary to that, complaint about your customer support policies.

I took DishTV connection around a week ago, on March 6th, 2016. My VC# is [protected]. When the sales guy called me up for the installation details he told me that I can select from either SD at Rs.1600/- or HD at Rs.1800/-. I said I don't know the difference and asked if I can try out the SD and switch to HD based on the quality difference - and he said that is absolutely possible. I took the SD and yesterday on 13th March I promptly called up requesting for switch to HD and NOW I am being told that the switch costs around Rs.899/-

1. When I asked your sales guys about the trial and eventual switch he/she should have informed me the implication that the difference is NOT going to be the same Rs.200/- when I request a switch. Being a new customer, I wont know such things unless someone informs me. By not passing on all the relevant information to me, your department has literally cheated me and is expecting me to pay up almost Rs.700 more for the same service that I would have received a week ago with the right information. This is quite unexpected from a company that is supposed to be good with services and customer service. I would like for someone to look into this matter at the earliest, book a complaint against whoever from Sales department that has dealt with me - and facilitate providing me the HD set top box at the promised Rs.200 difference

2. I called up a couple of times already to your customer support and they simply refuse to record my complaint - always putting me on hold and saying they will transfer to a supervisor who will then take my complaint. As you know your customer service calls are chargeable and with those endless explanations and on-hold scenarios, I am getting charged for the long calls. And to no avail - a callback was to be arranged, I dont get it until the late evening when I believe there was a missed call as I was driving and thats it, end of story. I am guessing the matter would have been closed saying customer didnt respond. Beyond that nobody is concerned about why a new customer has called up so many times and has followed up to understand, take the feedback and look into the grievance. You have serious need to a) arrange for a free 1-800 customer support number b) educate your customer support & sales folks and if needed, adjust your policies to close on a call/complaint only after the relevant discussions have taken place with customer and NOT when a routine "trial" for a call is the evidence.

Hope someone in the system is responsible for customer satisfaction and can look into this aspect at the earliest.