Good Customer Services from Dish

[bobsupra]

I have an annual contract with Dish at the Top 180 level. It was time for contract renewal time and I decided to downgrade to Top 120 because OLN was no longer available. When I called to make the change, effective on the date of contract renewal, I got someone in India who had a problem understanding what I wanted (language barrier, I guess). Anyway, he told me to call back on the date the contract rolled over and make the change then. He seemed unable to have the billing system anticipate the change. To add insult to injury, he then downgraded me to 120 when I had another month to go at the 180 level. Another call to fix that, and then they charged me for the "fix."

So. I launched a email to ceo@dish.com and got an immediate response (this was the day after Christmas). The person taking the email message took it upon himself to fix the problem, restore the 180 package, and set up the downgrade for when the roll over occured.

Today, I got my bill from Dish, and it had the 180 rate. Called the contact in Charlie's office and he immediately fixed it. Bottom line, if India doesn't work, ceo@dish.com does. I was quite impressed with how Mark, in the executive office, handled the problem. Very professional.

[smoke]

:( Had the same problem trying to renew and change our movie package. If we renewed too early we would loose that programming (even though it was paid for on a yearly package). Hope the phone lines don't go down on our actual aniversary date! One would think they could just code it somehow for the rollover date. Don't know if I should even bring up the 211 upgrade issue:grin:

[tomcrown1]

I know dish does not use customer service in India since I once was a CSR. the problem is that Dish have a high rate of turn over for CSR. This is a problem with any customer service center. This does lead to some having great customer service and others getting someone who is new and not having the service expected

[Slordak]

Based on my experiences, I would say that Dish uses both India and Mexico as locations for CSRs. I don't see how you could misinterpret these people as being native English speakers from the US.

In any case, it's part of the growing price one pays for globalization.

[nikolai]

as a "good friend" of a dish csr, i happen to know a few things.

1. dish does outsource, in both the us and foreign countries.

2. most call centers are located in the us.

3. there are centers in mexico, india, and one in the phillipines notorious for screwing things up.

5. (off-topic) csrs could learn more about dish's promotions from reading this board than they do in their trainings.

6. a csr could get fired for giving out that knowledge. lol.

[Rogueone]

he didn't say they were english speakers. just the csr offices weren't in india. but if they do have them in india etc., it's the price of globalization huh :) there are plenty of places you could run a csr dept in the US and get only a handful of good english speakers. heck, put it in alabama and you'd wonder if they ever spoke english down there :) hahaha

[tomcrown1]

I've worked for dish 5 years ago. Their were alot of folks who worked in the CSR dept that english was a second languish to them. The point I was trying to make is that dish CSR dept, has a high rate of turnover and they only give(5 years ago) 1 week of traning. I know when I first took live calls I was lost and the folks at the other end must of thought I was dumb. I believe that at that time we were told that dish will not use over seas source for their customer service work, boy things sure have changed in the last five years.

[boba]

Yes DISH has gone downhill a lot in the last 5 years.