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Please wait while we find a Sales Representative to assist you... If your wait time exceeds your expectations, please try again later or contact us at 1-888-347-4881. The average expected wait time is 2-4 minutes. You are currently at position number 1 in the queue. You have been connected to (01) Lou C. (01) Lou C: Welcome to Dish Network. To better assist you with your buying experience and ensure that we can contact you in case this session gets disconnected, please provide your phone number using this format 999 999 9999. Ted: (01) Lou C: Thank you for that information (01) Lou C: How may I help you in placing your order today? Ted: I have Dish scheduled for installation in 2 weeks, and have a few questions. (01) Lou C: Sure, go ahead! Ted: I cannot find the current channel line up for TurboHD Gold anywhere. There is a list on your website, but I know it is outdated because it hasn't changed in months, and I know you have added some new channels since then. (01) Lou C: We do have new HD channels but most are added to our add-on HD packages and not to our Turbo HD packages. (01) Lou C: I apologize, but I do not have access to your account. Please hold while I transfer you to Customer Care Chat, and a representative will assist you with your concern. (01) Lou C has left the session. Please wait while we find an agent from the (03) Customer Service department to assist you. You have been connected to (03) Shaun C.. (03) Shaun C.: Thank you for being a valued DISH Network customer, I will be happy to assist you today. Please give me 2-3 minutes to access your account and review the information you have already provided. Ted: You need any info to access it? (03) Shaun C.: Your patience is greatly appreciated. (03) Shaun C.: I see that you have setup a pin on your account, could you please verify that as well? Ted: (03) Shaun C.: Thank you. Ted: I have Dish scheduled for installation in 2 weeks, and have a few questions. (03) Shaun C.: I will go ahead and send the channel line up card to your e-mail address. (03) Shaun C.: Shall I send this to thef@cox.net?? Ted: Someone did that when I called earlier today, but it was dated 2/1/09. Ted: I know you have added other new channels since then, and that is the main reason I am calling. Ted: MY new email is xxxxxx@gmail.com (03) Shaun C.: Let me check this for you. Ted: I was told by a rep, "We do have new HD channels but most are added to our add-on HD packages and not to our Turbo HD packages." Ted: I have no idea what this means. TurboHD Gold was the main reason I chose Dish Network over DirecTV. If you don't give all the HD channels to that package, then I feel like I have been tricked. (03) Shaun C.: Thank you for your patience. (03) Shaun C.: Let me explain this for you. (03) Shaun C.: Let me inform you that the channels which you are referring to were included in the add on packages. We have Classic Bronze 100 with Bronze HD, Classic Silver 200 with Silver HD and Classic Gold 250 with Gold HD. We also have HD add on package called Platinum HD. (03) Shaun C.: The new channels were added to these add on packages. Ted: Do you understand my frustration? I researched Dish vs. DirecTV very thoroughly, and chose the best option. Then, before I even get it, I find out I am missing out on all the new HD channels!!! (03) Shaun C.: However, I will pass on the request to our higher authorities on behalf of you about adding the new channels to our turbo HD packages. (03) Shaun C.: I understand your concern. (03) Shaun C.: If you wish I will go ahead and change the package for you to get all the HD channels. Ted: How much more will that cost me? (03) Shaun C.: Let me check this for you. (03) Shaun C.: Please give me 2-3 minutes to check this for you. Ted: Can you also send me a current lineup card at xxxxxx@gmail.com (03) Shaun C.: Sure, I will. (03) Shaun C.: I have send the channel line up card to your e-mail address. (03) Shaun C.: You will be able to get that in few minutes. (03) Shaun C.: Please give me 2-3 minutes to check the price for you. Ted: By the way, the 2/1/09 lineup card has a statement on it, "TurboHD Gold includes only the HD channels in Classic Gold 250, Classic Silver 200 and Classic Bronze 100 packages as indicated by HD." That shows a CLEAR policy change in your Turbo HD lineups. Did you plan on explaining that to me before I committed to Dish Network? (03) Shaun C.: Let me inform you that we have already listed the channels that are available in the link http://www.dishnetwork.com/turbohd/ (03) Shaun C.: Please check this link for further reference. Ted: So does TurboHD get Sirius music channels or do I have to get a Classic package to get those too? (03) Shaun C.: You will all the channels that are in HD. I see that all the Sirius channels are not in HD. (03) Shaun C.: In order to get this channels you have to change your package to Classic package. Ted: Still waiting for the price difference... (03) Shaun C.: Please give me a minute to check this. (03) Shaun C.: Your monthly bill will be $50.97 plus taxes. (03) Shaun C.: Thank you for your patience. (03) Shaun C.: What else can I assist you with? (03) Shaun C.: I have not heard from you in a while, are you still with me? Ted: What is my monthly bill under the current TurboHD Gold package that I have? (03) Shaun C.: It is $73.99 plus taxes. Ted: Wait a minute, that isn't correct. My monthly rate for 6 months was much lower than that when I signed up! (03) Shaun C.: Let me check this on your account again. Ted: On top of that, it makes NO SENSE that the $50.97 that you quoted for a Classic package that included ALL HD channels AND standard channels was less than the TurboHD package that does not. Ted: I am seriously losing confidence in my decision right now! (03) Shaun C.: I'm sorry to hear that. (03) Shaun C.: I see that you are charged $22 for HBO and Starz and this made your bill high. (03) Shaun C.: You are suppose this get this free for 3 months. Ted: Uh, yeah! Ted: That is more what I recall. (03) Shaun C.: After removing the charges it is $51.99 plus taxes. (03) Shaun C.: Do you wish to change your package now? Ted: That's correct. Now explain to me again how the $50.97 that you quoted for a Classic package that included ALL HD channels AND standard channels was less than the TurboHD package that does not. (03) Shaun C.: Sure, I will. (03) Shaun C.: Let me check that again to explain this clearly. Ted: Sure. As you can imagine, if I can get MORE HD channels + standard channels + music channels for LESS than the $51.99 that my current TurboHD package offers, why would I not switch? (03) Shaun C.: I understand your concern. (03) Shaun C.: I will certainly help you get the best deal. Ted: okay (03) Shaun C.: Thank you for your patience. (03) Shaun C.: I see that by choosing the Classic gold 250 package with Gold HD package you are getting $35 credit, where as with Turbo HD gold you were getting $20 credit which is making the big difference in the bill. Ted: So after 6 months, the Classic Gold HD will cost about $15 more a month than TurboHD Gold? (03) Shaun C.: Please remember that your monthly price will be $91.96 plus taxes at the end of the 6 months promotion. (03) Shaun C.: No. (03) Shaun C.: Your monthly bill is $91.96 plus taxes at the end of the 6 months promotion. Ted: $91.96 is for which package after 6 months? (03) Shaun C.: Classic gold 250 with Gold HD package. Ted: And for Turbo HD gold? Ted: Hello? (03) Shaun C.: it is $73.99 plus taxes. Ted: Last question - I promise... (03) Shaun C.: That's okay. No problem. Ted: Also, does the quote for the classic Gold package you gave me include all the same options? Local HD channels, Fox Sports Cincinnati, free HBO, Starz for 3 months, and the two 722 DVR units? (03) Shaun C.: Yes, that is correct. Ted: Okay, can you wait one minute while I talk to my wife to see if we should change? (03) Shaun C.: Sure, please take your time. Ted: Okay. I would like to change my package to Classic Gold HD. Please make sure that we don't get charged for HBO and Starz for the first 3 months! (03) Shaun C.: Sure, I will make sure that you will not be charged for HBO/Starz for 3 months. (03) Shaun C.: I can assure you on this. (03) Shaun C.: Please give me 2 minutes to make the changes on the account. Ted: By the way, the channel guide you emailed is still dated 2/1/09. How can I see the current lineup INCLUDING NEW HD CHANNELS? Currently experiencing network delays, one moment please.... Currently experiencing network delays, one moment please.... Network connection re-established. (03) Shaun C.: Once when I make the changes I will able to send the new channel line up card for the classic gold 250 package with Gold HD package. Ted: Great, as long as it is current and not the one you sent before. I'll stand by. (03) Shaun C.: Thank you for your patience. (03) Shaun C.: Thank you again. (03) Shaun C.: I'm sorry to inform you that I'm having problem changing the programming package for you. Please stay online while I transfer this chat to supervisor who will make the changes for you and will send the channel line up card. (03) Shaun C.: I sincerely apologize for the inconvenience. (03) Shaun C.: Shall I transfer the chat now? Ted: sure (03) Shaun C.: Please stay online. (Admin03) John A has entered the session. (Admin03) John A: Hi Ted! This is John. I am the floor Supervisor. (03) Shaun C. has left the session. Ted: hi (Admin03) John A: My apologies for the inconvenience caused. Let me go ahead and make the necessary changes. I'll let you know once I am done. (Admin03) John A: Thanks for your time Ted. (Admin03) John A: I have made the changes as per Shaun's conversation. (Admin03) John A: Anything else that I can assist you with? Ted: Could you please send me a current lineup card? Ted: The one sent to me by Shaun was dated 2/1/09, and I know you have added many HD channels since then (Admin03) John A: Please give me a moment. Ted: still waiting (Admin03) John A: I am sorry for the delay. I was checking with Shaun if he sent one already. He's already with another customer. Ted: he did send one, but it was dated 2/1/09 Ted: I have to go now, been online for a long time! Please just email me a current lineup that specifically has the newest HD channels included to my email Ted: xxxxxx@gmail.com Ted: Thanks!
(Admin03) John A: Will do that. (Admin03) John A: Thanks for chatting with Dish, have a great evening! Thank you for visiting Dish Network. You may now close this window. Your session has ended. You may now close this window.
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