Consumers are used to seeing offers of a number of free or discounted months of service when they switch cable companies. So it is not unusual that Dish Network, a satellite television provider, is offering three free months of service as an inducement to choose their company.
In the graphic, there is some virtually unreadable type.
*MOUSE PRINT: It says “with 24 month commitment”. Okay, so the company requires a two year contract, which certainly is uncommon in the conventional cable television industry. It sounds more like a cell contract than a cable TV contract, but if that is the way they choose to operate, that is their decision.
Only when you dig deeper into their website, however, do you learn the additional terms of the three months free offer.
*MOUSE PRINT:
So if you assumed your first three months of service would be free, you assumed wrong. The free months are spread throughout your two year contract.
Elsewhere on the website you will learn there are a dizzing number of options and additional fees, so it is difficult to tell how much your bill will really total on a monthly basis. But, in a rare demonstration of the company’s ability to be candid when it chooses to, they provide a sample bill  which indicates you will be charged for two months of service on your first bill, not just one (and a variety of other oddball fees, as one commenter notes below).
Thanks to Mouse Print* reader Rob for pointing out the unusual staggering of the free months bonus. If you find examples of surprising fine print, please send them along to edgar(at symbol)mouseprint.org .
Glad to help, Edgar.
I’m still dizzy from all the hidden things I found as I investigated. I think you found them all, but who really knows for sure. And the sample bill certainly helped me to realize that there were others that I probably missed as I explored.
Thanks for the heads up, Edgar.
There’s another satellite company out there (won’t name names) but most know who they are that signs you up for a two year contract without telling you first. I just got out of that and have to pay the fee for breaking that contract which I didn’t know I had to begin with. I only gave up that company because I moved to an area that they don’t provide local channels; not even for any additional fees (which I would’ve paid to have them).
I love this site for opening peoples eyes to what these companies are doing without peoples knowledge, keep up the great work!!
And the “sample bill” itself is an amazing piece of Mouse Print, even at 100% size in the PDF reader. By cranking it up to 200% I discovered there’s a Credit/Debit Card Payment Agent Handling Fee, and a “Service Access Fee”, whatever that may be. Not to mention an HD Enabling Fee. Yipe!
People are amazed when I tell them I only have free over-the-air broadcasting. Um, hello, at least I don’t have to guess what my bill is going to be ($0), or get hit with all sorts of crazy fees!
I used to really like Dish’s policies. When we signed up 4-5 years ago, it was no contract, no setup fees (I think). They were pretty decent. I still like the service and DVR.
My parents decided to switch (from DirecTV) about 2 years ago. There was “no contract” with Dish, however, when they decided they were unhappy and tried to quit, the independent INSTALLATION COMPANY had apparently made them sign a contract, and charged them something ridiculous like $250 to quit.
If only I had been there, I could have told them to tell the installation company to go you-know-what-themselves. I think that reflects poorly on Dish.
Direct TV is better and they have lower per box fees and no hidden fee and locals are free.
We had a one year contract with comcast and had to break it because we moved out of their area and they let us out of the contract without us even asking.
We used Dish for a few years and finally got fed up with the DVR issues they had, locking up and even losing programs we had taped. Now we have DirectTV and I was amazed at how much lower our bill is for the same number of channels and the DVR has not locked up once in the year we have had it. It is so much better.
I’ve had the Dish for over 8 years and haven’t had any problems (yet). I don’t remember a contract then, but after 8 years, I guess I’m free to drop them anytime without penalty. But to be on the safe side, I may have to look into it just to make sure Dish hasn’t thrown in some added hidden fees for me to do that.
BTW, I’ve noticed that both companies now require your Social Security number. What is that? That’s a bit of personal information that I refuse to give them since there is no connection between them and the IRS.
direct tv does not give the locals chns for free..they just include the price in
the overall package price..dish gives your the options to add or remove local chns..dish
has much better equip with more features then direct tv.
A friend had asked me to oversee installation of her Dish service. The serviceman arrived without the ordered DVR. When she phoned customer service to reschedule she was told that the original order did not include the DVR and that they were no longer offering the special. The serviceman tried to reason with the customer service rep, but to no avail. That’s when I was handed the phone.
When I requested the customer service’s rep number, I was given some bogus number. After listening to the customer service rep’s explanation I requested to speak to a supervisor. After being put on hold for a few seconds the customer rep said that the supervisor would not talk to me. I told him he had five minutes to get his supervisor on the phone or switch me over to cancellation.
During this whole period the customer rep was trying to strong arm acceptance of his offer–which would have meant a substantial increase for installation and monthly fees. I swear this guy was trained to talk while inhaling.
When the five minutes was up he said that he wouldn’t switch me over to cancellation. I told him that was okay because we’re refusing installation and while he was yapping away I had looked up the number for the local cable company and would be sure to tell all of our friends about the ‘not’ so wonderful customer service Dish provides.
Until that phone call I had been contemplating switching over my own service from cable to Dish, but now that will never happen.
I recently switched to Comcast after completing an 18 month plan with DISH. Be advised that if you don’t have a land line phone DISH will charge an extra $5 a month. This is because you will be unable to order PPV movies using your remote. For some reason it requires a land line to do it. So even though I did not use the PPV service, the fact that I didn’t have the convience of doing it by remote cost me an extra $5 each month.
Also, in the entire 18 month contract, I was unable to figure out how to record on my traditional VCR from off the dish. When I called DISH service to ask them how to do it, they said my VCR was not their property so I would need to call the manufacturer. When I insisted the programming was there own, so they should be able to tell me how it normally is recorded on a standard VCR, they refused because, “All VCR’s are different, so you will need to contact the manufacturer of your VCR. So I waited 18 months to get out of the contract and now easily record programs off my cable network on to that same VCR.
They ask for the SSN so they can run a credit check.
You still use a VCR?
” … which certainly is uncommon in the conventional cable television industry.”
I don’t know which cable company YOU deal with but our’s requires a commitment for EVERY upgraded service offered and the price is “less” than … well actually MORE for bundeled services than most.
Yep, the phone line was required for install. The installer said he recommended I get a “phone dial signal generator” and install that behind the reciever then the fee would be dropped – to no avail because my wife got a land-line anyway; she hates cell phones.
As to cheaper recievers; DISH has double receivers for the same cost as DIRECT’s single revievers. DIRECT requires a reciever per TV.
The most annoying thing to me however, is the DISH 3:00AM programing update – you can’t record ANYTHING over the 3:00AM span or you simply get a blank screen.
The time for the programming update can be changed via an obscure on-screen menu selection.
Another item they don’t tell you about is local HD channels. Their ads say you can get locals in HD (ABC, CBS, Fox, NBC) but fail to point out that PBS channels (which have some of the best HD content), CW, and other local channels are not available in HD via the satellite. Fortunately, their model 722 receiver (and perhaps others) allows the connection of an antenna for these channels. It integrates over the air channels well, includes them in the channel guide, and permits HD recording of these channels. But there still is the hassle of connecting an antenna. Overall, for me, it was worth converting from cable.
The “Credit/Debit Card Payment Agent Handling Fee” can be avoided by doing something old fashioned – write a check and mail it.
Since it was my experience that inspired this, I thought I’d offer a follow-up.
After ordering the service, I had a scheduled appointment for a recent Sunday (somewhere between 2pm and 5pm.) I was busy working around the house so no problem (and no phone calls all day for a change!) When 4:30 rolled around, since I hadn’t gotten a call about the serviceman showing up, I called DISH on a separate line and got someone, apparently from India, who barely spoke English. After struggling to explain to her that I simply wanted to make sure that the service rep was on his way, she tried calling the dispatch office and couldn’t get through. She suggested that I wait until 5 since that was the schedule end time. I asked what would happen if he didn’t show but the language barrier was just enough to make me give up and wait.
I had a tentative appointment at 5pm but I waited, and no show, so I called them up again and got another (probably) Indian who spoke better English. He also tried calling the dispatch center, but no luck. He offered “why don’t you wait a little longer” but my wife and kids were already in the car waiting to find out if I was going with them or would meet them later…I didn’t know. I was transferred to a “rescheduling” agent, and accepted that sometimes things happen, but I went out of my way to make space in my busy schedule for that particular time period.
This scheduling lady (who I think was in Utah) asked me when I’d like him to return. I asked if Tuesday night was available and she said nothing on Tuesday, but maybe Wednesday. So I asked for him to show up at 5:30 after I got home from work. She said they only had 9am-noon. “Can my son handle it?” “No–he has to be 18.” OK, then we’ll have to cancel and I hung up and ran to the car to go with my family…20 minutes later.
Tuesday, they called me (surprise, surprise, since I never “officially” cancelled”) and they asked me. I said that since they failed to show up, they will need to come on my schedule…”what do you have available tomorrow evening after 5:30″ “well, we can schedule it for between 9am and noon” “Um, what don’t you understand about evening? Cancel!”
I hung up and haven’t heard from them since, in about 2 weeks.
Since I already left a credit card for service charges, I’m still waiting to see whether I need to not only argue the charge but to file a complain with the BBB.
And just when you think that’s the end of it…hmmm…I still WANTED to pay someone a reasonable price for service, but DIRECTV was not reasonable because, as mentioned, you only get one TV per receiver and their plans were more expensive. Time-Warner Cable was only about $20 more per month for the same thing unless I wanted to bundle it to get Internet (for $20 more than I pay now) and phone service (for another $20 more than I pay now). So I checked with AT&T UVerse (which was just being installed on our lines a few days earlier) but it’s not ready yet. The kicker is that it seems that AT&T has tied in with the DISH network to handle their TV service. …I wonder if they’ll install in the evening for me…
Looks like nobody WANTS my money for just extended TV service (beyond my basic-basic for $12/month+ about $2 in taxes.) And I’m just not ready to pay the cable company $70/month for about 60 more channels, especially when 3 of those channels are not coming in very well on ANY of our TVs.
Maybe free broadcast IS the way to go?
Another no show from the installer @ Dish Network. Again, I had to call for status update. They said the installer would be there in 2 1/2 hours and again a no show, no call, and of course left without service. WTF. How are this company still in business?
AT&T is now advertising a bundle deal for under $99. I went to
att.com/bundledetails to find oout what is offered and the price.
Maybe someone smarter that I can explain the details other than
they can raise the price to whatever they want, whenever they waant.
I switched to Dish almost 2 months ago after a heavy sales pitch through AT&T. I had called to downgrade my land line telephone service, which is rarely used, and talked into making the switch, as it would be “so much better for me”. I was promised lower costs by bundling my internet, phone, and television, and assured that customer service was 1st rate. I scheduled installation for a Sunday, since I like, most of us, have a job where I am at through the week during the day. My installation tech was 1 1/2 later than my end time window of 5:00 on a Sunday. So, I figure, what, I stayed home an entire Sunday waiting, but it wouldn’t kill me, as now I will have exceptional tv with exceptional customer service! Yeah right. Within 45 days my downstairs DVR lost signal, and could not get it back. After calling customer service, and waiting forever, I was told a tech would have to come out. There were no appointments on Saturday, so I again took a Sunday appointment, this time from 8:00 – 12:00 so my entire day wouldn’t be spent waiting. I received a phone call at 10:00 that my service tech was in an accident, and I would have to reschedule, probably for the next weekend. I was going to be out of town during that weekend, so they were kind enough to schedule me for Tuesday, and I was assured that I could have the tech come after 4:00. That was rescheduled to Wednesday, with the same after 4:00 consideration. I called to check the status of my tech at 5:30 on Wednesday and was told that I had been canceled since I wasn’t going to be home. I did not receive a phone call, and I had actually left work early just in case they showed before 4:00. After 2 hours of waiting and complaining, I was offered an appointment for Friday, after 4:00, with a phone call at least a half hour before arrival to either me or my boyfriend since my kids aren’t 18 and couldn’t handle the service call alone. Friday came, and we were planning to leave for our mini-vacation after the tech left, well again, at 5:00 we are calling, and again we have been rescheduled without telling us. We were rescheduled for the following day, Saturday. An impossible appointment for us since we were going to be 5 hours away from home. I was offered 3 months of free HBO and Showtime for the trouble of no service for 2 weeks, and 3 canceled appointments. 2 of the canceled appointments were without notifying me. I forgot to mention that my canceled Wednesday appointment was due to the fact that my tech was hit by lightning. I find it hard to believe that Dish is so overwhelmed with appointments that this is the best they can do! We told them that if they have that many problems with their service that all of their techs are constantly booked days in advance that we don’t think that is making them look that good to us. We were then told the techs are busy with new installations. So, we say, new installations take priority over exsisting customers? Wish we had known that! I was an idiot for not taking advantage of my cable company’s offer of a year of free HBO and a price match when I called to cancel that service! Over 10 years of service through them with no problems, and I was swayed by a fast talking AT&T pitchman! Shame on me, and beware to anyone else that is thinking of going with Dish. I am going to, hopefully, have my service appointment for this weekend end with a tech actually showing up, then I am going to enjoy my 3 months free HBO and Showtime, then call my cable company and let them pay my early contract termination fees since they offered and return to a service provider that cares about all of their customers, not just new customers! And, by new, you must remember that you only have that distinction on day 1, installation day, after that you are locked in for 2 years so no longer new, and certainly not a priority! The next time I sign any contract with extended terms I will make sure that there is an escape clause for poor service, or in my case, no service. How can a company charge you $240 to cancel a service contract when they refuse to honor THEIR part of the contract and PROVIDE the service????
Edgar comments: While I appreciate having readers comment here, it really has to be about the advertising or fine print issue raised in the story above. MousePrint* is NOT a complaint forum, or question and answer forum, it is a blog about pointing out the gotchas in the fine print. So please, dear readers, restrict comments to that.
Dish Network is one of the worst examples of corporate greed out there. They are a phenomenal group of liars, even the customer service reps that can’t speak English. I’ve had their service for 7 years now and everytime I call about something I get a different song and dance and line of bs. Some of the crap they’ve told me is just unbelieveable. It took me over 9 months to get my rebate back and that was with me calling twice a month and having to re-explain it again and again. I sent in the rebate papers certified mail because I knew I would have problems! Their supervisors lied to us numerous times about different things. They sneak charges onto your bill that you’re unaware of, like the $5 per month fee for NOT having your phone line hooked up. They just keep getting worse and don’t give a hoot about you or your problems with them. They read from a printed script and you cannot find someone there with a brain, or anyone who is actually allowed to use theirs if they have one. I don’t switch to cable because I live in the middle of nowhere, so I’m stuck with these varmints.
I wish I had seen all this before I signed up with Dish, which I just did in November. Everything seemed to go alright except when it came time to set up the antenna. I live in a mobile home and had just put on a new aluminum roof. The tech that was setting me up said that they will not install the antenna on an aluminum roof because they cannot guarantee that the seal will hold around the screws (I find this preposterous) but he said he would put the antenna on a tripod and screw it to some bricks (the bricks used in construction housing that are concrete and have holes in the middle). How these were supposed to anchor the tripod was beyond me, but I agreed. The results were laughable. the line that connects to the antenna is on the front of my mobile home and so the antenna on the tripod was placed at the front of my home about 6 feet away from the front of the house almost in the street! I asked him why the whole set up was so far from the house and he said that if it was closer they could not get a signal. If I was getting a signal from Direct TV with an antenna on the roof, why couldnt their antenna get one from the same spot but on the ground? Anyway I wound up with an antenna on a tripod that was about 5 feet high, and 6 feet from my house. An invitation for anyone to vandalize or steal it. I called the main office and asked them if there was any other option, and was told that they could do a non penetrating mount on the roof. This wound up being a large aluminum pan with the same bricks in it to hold it down and the antenna, now on a 1 foot tripod inside and all this resting on one side of the mid-line of my roof. I am still not satisfied but it works. Also, I was told that the installer was an independent contractor and that he did his own work and made his own decisions on where the equipment could be installed, and that Dish really did not have any control over his activities. After my 2 year contract is up, I am only using what i can get for free or stick to streaming TV on the internet.
Back in 2002, I had Dish TV installed along with Starband Satellite internet and was told IF I moved, then they would pay to re=install elsewhere for free. Two year contract on both. Later, I moved long distace and the dealer(s) at the new location refused to install it because the selling dealer who got 50% of the first years service, refused to sign over the balance of the contract. I even offered to pay the guys and they wanted no part of it. I went as far as corporate VP and she was not a very nice woman. After countless emails and phone calls, I quit making payments and contested the charges. The card company took the side of DISH who immediately had bill collectors calling me around the clock. After a few days of that corp. VP calls and says she make it stop if I pay the balance owed on the contract of about 900 dollars. Even that took an act of congress but I settled it the pledge to her and to DISH that I would NEVER use their service again.It made no difference to them. Infact, I got a letter saying that they were sorry to hear I decided to discontinue my subscription.