DISHblog.net
01-08-05, 11:03 AM
I have been a happy Dish customer for over 4 years. Now I have a problem, and this is major if they cannot fix it. I'll switch to DirecTV or cable if need be. Read about it.
EchoStar Communications Corp.
Dispute Resolution
POB 9040
Littleton, CO 80120
To Whom It May Concern:
I am writing this letter regarding a Dish Network problem I encountered on January 7, 2005 and about the support call I made related to the problem. In this letter, I will describe the technical problem and technical support experience. It is hope that you can resolve this problem to my satisfaction.
However, let me start by saying that I have been a satisfied Dish Network customer for over four years. I enjoy your America’s Everything programming package. I want to continue using Dish Network, but I feel so strongly about this technical problem, that if you cannot resolve it for me, then I will discontinue my customer account.
The technical support call I made was on January 7, 2005, between 9-10 PM EST. I talked with Joe and his supervisor, Rodney. I also previously talked to a woman, but I do not have her name. Rodney told me he would fully document my issue and the call.
Before I can describe the exact technical problem I’ve encountered, I need to give you some background information. We have not had a wired telephone in our home for almost three years. We have no need for one except to order PPV movies. We decided to use mobile phones only to save money on utilities and because it was cheaper to order a few PPV movies by phone and pay the extra $1 fee than it was to pay about $35/month for a wired phone account. My mobile phone account is with AT&T Wireless/Cingular, one of the nation’s largest mobile phone companies. I have no blocking set on my phone. When I call other people or companies, they can see my number on their caller ID. When I talked to your technical support associates, they could also see my phone number. My mobile number is associated with my Dish account, and has been associated with it for a long time.
Last night, shortly after 9 PM, we decided we wanted to watch a PPV film starting at 9:30 PM. I called 1-800-333-3474 and made my way through your newly changed menu system. I heard a new message for the first time, as it has been a couple of months since we have ordered a PPV film. The message was that I would have to pay an additional $5 charge for the movie unless I ordered via remote, online, or through your automated phone ordering system. This is the change to your system that started me down the path to the technical problem I encountered.
I waited for the phone ordering system to recognize my phone number and allow me to order the film. Instead, your automated system told me that it did not recognize my phone number as associated with a Dish account, although it is, and sent me into a queue to order the movie through a customer service person which would incur a $5 extra charge.
At that point, I decided to hang up and order the movie online. I have made programming purchases online before, but had never ordered a PPV movie online, so I was unaware of the need for a 6-digit passcode to order a film. Since I had logged onto to my account online, I found it unusual that you had an additional security requirement to order a film. I regularly bank online, but once I sign onto to my bank account, I don’t have to go through more security procedures to make financial transactions. Compared to my online banking experiences, I find your online ordering system antiquated or less secure than an online bank. But, back to the issue.
I found the instructions for obtaining a passcode when I was linked to http://www.ppvorder3.com/help.htm. I called 1-877-314-8042 to obtain my passcode. I received a message that the system was unable to place an order on this account and for me to hold for a customer service representative. I waited just under ten minutes and talked to a woman who could/would not help me. I explained to her at that time, that I had been frustrated in all my attempts to order a PPV film and that the film was starting in less than five minutes. She said she could not help me and that she would have to transfer me to technical support. I explained to her that by then, I would miss the film. She still did not help me. I do not recall her name, but I talked to her at about 9:25 PM EST.
After about 15 minutes on hold for technical support, the longest I’ve ever had to wait for Dish support, I talked to Joe. It appeared difficult for him to understand the problem I was having, so I had to explain the problem to him several times. When he was unable to help, I asked to talk to his supervisor, Rodney. After explaining the problem again, Rodney said he had no way of helping me other than to place the film order without charging me any extra fees. I selected a later showing on another channel and recorded the film to view later.
Rodney could not explain why he could see my phone number on his system, yet two of your automated systems had failed to see my phone number other than perhaps it was because I was calling from a mobile phone. The problem appears to be with your automated system. Everyone I call can see my phone number. Even your technical support people can see my phone number, but your phone ordering system does not recognize my number and your passcode system does not recognize my number. You have a technical problem, and I want it resolved.
From the time I dialed 877-314-8042, I was on the phone for almost one hour and ten minutes. If you add in my first call, I was on the phone or online trying to order a film and resolve these problems for over 90 minutes.
There is a growing trend in this country to eliminate wired home phones in favor of mobile phones. This trend is expected to continue. You will likely have other customers with the same problem, and you will lose business on PPV sales or lose customers altogether.
What I am asking of you is that you do whatever you need to do to make it easy for me to order PPV films without a $5 service fee. I don’t mind the extra $1 online or phone charge. I had asked Joe and Rodney just to give me a passcode so that I could order online. They said they were unable to do that.
You can do one of three things to satisfy me. I have listed them in my order of preference.
Provide me with a passcode so that I can order PPV films online.
Repair your automated ordering system so that it recognizes my phone number, and I can order PPV films using that automated system.
Drop the $5 charge when I call to order PPV films.
If you cannot do at least one of these things to satisfy me, I will cancel my account and no longer do business with you. I would do that with regret, as I have enjoyed your service for over four years.
I am posting this letter as an e-mail on your Web site, mailing you a copy by snail mail, and posting it also at http://www.dishblog.net, a domain I own where I post articles and news about your business. This is the first unhappy posting I will have made. I hope I can end it soon on a happy note.
Regards,
Roger L. Bell
http://www.DISHblog.net
EchoStar Communications Corp.
Dispute Resolution
POB 9040
Littleton, CO 80120
To Whom It May Concern:
I am writing this letter regarding a Dish Network problem I encountered on January 7, 2005 and about the support call I made related to the problem. In this letter, I will describe the technical problem and technical support experience. It is hope that you can resolve this problem to my satisfaction.
However, let me start by saying that I have been a satisfied Dish Network customer for over four years. I enjoy your America’s Everything programming package. I want to continue using Dish Network, but I feel so strongly about this technical problem, that if you cannot resolve it for me, then I will discontinue my customer account.
The technical support call I made was on January 7, 2005, between 9-10 PM EST. I talked with Joe and his supervisor, Rodney. I also previously talked to a woman, but I do not have her name. Rodney told me he would fully document my issue and the call.
Before I can describe the exact technical problem I’ve encountered, I need to give you some background information. We have not had a wired telephone in our home for almost three years. We have no need for one except to order PPV movies. We decided to use mobile phones only to save money on utilities and because it was cheaper to order a few PPV movies by phone and pay the extra $1 fee than it was to pay about $35/month for a wired phone account. My mobile phone account is with AT&T Wireless/Cingular, one of the nation’s largest mobile phone companies. I have no blocking set on my phone. When I call other people or companies, they can see my number on their caller ID. When I talked to your technical support associates, they could also see my phone number. My mobile number is associated with my Dish account, and has been associated with it for a long time.
Last night, shortly after 9 PM, we decided we wanted to watch a PPV film starting at 9:30 PM. I called 1-800-333-3474 and made my way through your newly changed menu system. I heard a new message for the first time, as it has been a couple of months since we have ordered a PPV film. The message was that I would have to pay an additional $5 charge for the movie unless I ordered via remote, online, or through your automated phone ordering system. This is the change to your system that started me down the path to the technical problem I encountered.
I waited for the phone ordering system to recognize my phone number and allow me to order the film. Instead, your automated system told me that it did not recognize my phone number as associated with a Dish account, although it is, and sent me into a queue to order the movie through a customer service person which would incur a $5 extra charge.
At that point, I decided to hang up and order the movie online. I have made programming purchases online before, but had never ordered a PPV movie online, so I was unaware of the need for a 6-digit passcode to order a film. Since I had logged onto to my account online, I found it unusual that you had an additional security requirement to order a film. I regularly bank online, but once I sign onto to my bank account, I don’t have to go through more security procedures to make financial transactions. Compared to my online banking experiences, I find your online ordering system antiquated or less secure than an online bank. But, back to the issue.
I found the instructions for obtaining a passcode when I was linked to http://www.ppvorder3.com/help.htm. I called 1-877-314-8042 to obtain my passcode. I received a message that the system was unable to place an order on this account and for me to hold for a customer service representative. I waited just under ten minutes and talked to a woman who could/would not help me. I explained to her at that time, that I had been frustrated in all my attempts to order a PPV film and that the film was starting in less than five minutes. She said she could not help me and that she would have to transfer me to technical support. I explained to her that by then, I would miss the film. She still did not help me. I do not recall her name, but I talked to her at about 9:25 PM EST.
After about 15 minutes on hold for technical support, the longest I’ve ever had to wait for Dish support, I talked to Joe. It appeared difficult for him to understand the problem I was having, so I had to explain the problem to him several times. When he was unable to help, I asked to talk to his supervisor, Rodney. After explaining the problem again, Rodney said he had no way of helping me other than to place the film order without charging me any extra fees. I selected a later showing on another channel and recorded the film to view later.
Rodney could not explain why he could see my phone number on his system, yet two of your automated systems had failed to see my phone number other than perhaps it was because I was calling from a mobile phone. The problem appears to be with your automated system. Everyone I call can see my phone number. Even your technical support people can see my phone number, but your phone ordering system does not recognize my number and your passcode system does not recognize my number. You have a technical problem, and I want it resolved.
From the time I dialed 877-314-8042, I was on the phone for almost one hour and ten minutes. If you add in my first call, I was on the phone or online trying to order a film and resolve these problems for over 90 minutes.
There is a growing trend in this country to eliminate wired home phones in favor of mobile phones. This trend is expected to continue. You will likely have other customers with the same problem, and you will lose business on PPV sales or lose customers altogether.
What I am asking of you is that you do whatever you need to do to make it easy for me to order PPV films without a $5 service fee. I don’t mind the extra $1 online or phone charge. I had asked Joe and Rodney just to give me a passcode so that I could order online. They said they were unable to do that.
You can do one of three things to satisfy me. I have listed them in my order of preference.
Provide me with a passcode so that I can order PPV films online.
Repair your automated ordering system so that it recognizes my phone number, and I can order PPV films using that automated system.
Drop the $5 charge when I call to order PPV films.
If you cannot do at least one of these things to satisfy me, I will cancel my account and no longer do business with you. I would do that with regret, as I have enjoyed your service for over four years.
I am posting this letter as an e-mail on your Web site, mailing you a copy by snail mail, and posting it also at http://www.dishblog.net, a domain I own where I post articles and news about your business. This is the first unhappy posting I will have made. I hope I can end it soon on a happy note.
Regards,
Roger L. Bell
http://www.DISHblog.net