Has Anyone Noticed that Dish Network Customer Service is Going Down the Tubes? [Archive]

Kricket

03-29-06, 08:42 AM

hey everyone,

i'm only posting this poll in the hopes that someone from dish network will read it and address the problems - it seems as though dish's customer service has just become HORRIBLE as of late

hopefully everyone can vote in this poll and leave a brief story of their customer service experiences (good or bad)

EDIT - i just realized that people may be mixing up who im slamming here - its the customer service reps

the tech support people are WONDERFUL - they know what they are doing and actually try to solve problems

the customer service reps, on the other hand, well - its almost as if they are far off in some distant land when you talk to them (and actually, im pretty sure they are)...

Kricket

03-29-06, 08:58 AM

well - heres my story (not so brief - but i wanted to convey my total experience thus far):

- called on 2/28 to order a vip 622 - installation scheduled for 3/24

- called 8 times between 2/29 and 3/15 to get a tracking number on my 622 (which was fully charged and posted to my credit card account by 3/2) - only 2 of these csr's spoke fluent english - none of them could help me with a tracking number (as simple as that sounds)

- STILL not having a tracking number, i emailed ceo@dishnetwork.com with a long and detailed explanation of my experiences with almost 10 different reps 3/15

- on 3/18 i received a single line email stating "Thank you for your email. Your tracking number is xxxxxxxxx".

- unit arrived on 3/23 (one day before the install)

- called on 3/23 to see if i needed an installer (seeing as the unit came with some sort of splitter) - i asked if i could just hook up the splitter and install the unit myself (as i already had 110, 119, and 61.5 due to an international package i subscribe to - all of this was explained to the rep). i was told "Absolutely not. The installer MUST install a Dish 1000 otherwise it won't work"

- on 3/24 the installer comes and does NOT install a dish 1000 - he installed the splitter that came with the box - the unit worked

- on 3/25 i noticed that the unit did not have locals in hd (and they were launched in my area (chicago) back in february) - i called another rep who told me that i "didn't have locals in hd in my area" - having an ota antenna hooked up, it wasnt an immediate concern so i decided to take the rest of the weekend off from dish network

- on 3/27 i called to ask about my constantly resetting receiver - this csr issued a replacement for me (which was good) and then told me not to worry about the dish 1000, stating that the dish 500 was all i needed to get every hd channel (which was bad)

- on 3/28 i called again to ask about the hd locals - this was the first FULLY informed rep that i spoke with (i think) - he explained that i NEEDED a dish that picked up 129 in order to get my hd locals and that the original installer SHOULD have installed this - he told me that he was going to send a dp44 switch directly to my house because he feared that if he just put it on the work order, the installer would ignore it and come to my house without it (this is what the csr actually said to me: "I could put anything I want on the work order - that doesn't mean that the installer is going to do it.") - in addition to all of this, he said that he didnt want to put it in the system as "warranty work" because the installer may not do "everything he should" because he wasnt "getting paid for it" (again, this is actually what the rep told me) - instead, the rep had to charge my account for everything and then issue a credit (some $350 for the switch and the installation charges)

- now i have to wait until sunday (4/2) to see if everything pans out like it should

bottom line - i am NOT happy with dish network's customer service at all - ive been with dish for over 4 years, my bill is over $130/month (this might not be much to a lot of people - but its quite a chunk of change for television programming) - if everything is not set up and ready on 4/2, i will be VERY tempted to jump ship to directv (solely because of the customer service)

anthonyi

03-29-06, 10:24 AM

Yes they suck and can't explain anything you ask. I upgraded from an 811 to a VIP211 in January and knowone ever said me there would be a $6.00 access fee every month. Not even on that crappy show called Charlie Chat. Never a mention of it. There service sucks and can't wait tell my contract runs out. They have so many hidden charges they can't go blank themself.

Kricket

03-29-06, 10:34 AM

oddly enough - they started to charge me the $6 access fee as well - even though i told them to give me the hd bronze pack - apparently the csr "forgot" to do that too (more likely - didnt understand thats what i wanted and did whatever she pleased)

tomcrown1

03-29-06, 10:35 AM

Yeah Customer service gone down hill since Dish outsourced to India.

Rkw1111

03-29-06, 10:37 AM

Yes they suck and can't explain anything you ask. I upgraded from an 811 to a VIP211 in January and knowone ever said me there would be a $6.00 access fee every month. Not even on that crappy show called Charlie Chat. Never a mention of it. There service sucks and can't wait my contract runs out. They have so many hidden charges they can't go blank themself.

:thats: :thats:

With the level of broken english in that post, I expect anthonyi would have a great career as a DishNetwork CSR! :barf:

boba

03-29-06, 03:01 PM

hey everyone,

i'm only posting this poll in the hopes that someone from dish network will read it and address the problems - it seems as though dish's customer service has just become HORRIBLE as of late

hopefully everyone can vote in this poll and leave a brief story of their customer service experiences (good or bad)Even if they read this Charlie Ergin has already decided paying in Rupees is much cheaper than DOLLARS so the "few" customers that will leave over this won't affect the bottom line.:mad: :mad: :mad:

Kricket

03-29-06, 03:01 PM

i just called again to get a tracking number for my replacement receiver - i honestly dont even know why i bother anymore:

me: "hi - id just like to get a tracking number for my replacement 622 receiver"

her (in VERY broken english): "sure no problem sir, i can help you with that (pause) youre reference number is 128xxxx - the technician will be out on april 2nd"

me: "thank you for that - however, i already have the reference number - i just need the tracking number for the receiver"

her: "yes sir - that is the reference number"

me: "this is the tracking number for my receiver?"

her: "yes sir"

me: "ok, how can i track my package with this number?"

her: "oh, you mean ups?"

me: "yes, i just want to track my package so i can ensure someone will be home when it is delivered"

her: "ok sir - the technician will bring the receiver with him when he comes to install it"

me: "but the service call is not to install a new receiver - it is just to install a new switch"

her: "yes sir - the switch will be sent to you with overnite shipping - please give it to the technician when he arrives"

me: "i understand that - but what about the receiver? i was told the receiver would be sent to me by overnite shipping but the rep i spoke with the other day was not sure on which day it would actually be shipped"

her: "yes sir - the technician will bring the receiver with him"

me: "but the rep i spoke with the other nite told me the receiver would be shipped to me - just like the previous one i received - he even verified my address with me"

her: "no sir - the technician will bring the receiver with him"

me: "but mam, the replacement receiver has NOTHING to do with the installation - the installation was setup because im not getting my hd locals - the receiver is being sent because it constantly reset - the two have nothing to do with one another"

her: "yes sir - you will receive whatever they are sending you by overnite shipping - just make sure you give it to the technician when he arrives"

me (very frustrated at this point and realizing i was fighting a losing battle): "ok - thank you for your help"

of course, the technician will MOST DEFINITELY not bring a 622 along with him when he comes to install a new switch at my house - these people honestly have no idea what they are doing

i dont understand how this many people vote that the customer service hasnt changed at all - it definitely has - im thinking a lot of these people havent actually needed to call cs in a while

if you have any problems that involve something more than just checking your bill or adding more programming - youre in for a big surprise...

EDIT - and i did NOT make up the part about the rep saying "you will receive whatever they are sending you" - unbelievable

boylehome

03-29-06, 03:15 PM

E*'s Tech Support service has been great. On the other end, when it comes to billing, or ordering something, well, the less said the better. What ever happened to the USA? Bring it back home E*.

Kricket

03-29-06, 03:24 PM

E*'s Tech Support service has been great. On the other end, when it comes to billing, or ordering something, well, the less said the better. What ever happened to the USA? Bring it back home E*.

oh yeah - i probably should have elaborated - this is about customer service reps - NOT the tech support people (they are all great - in fact, they are the only ones who actually seem to be helping me as of late)

perhaps thats where the confusion lies in this poll...

Opynion

03-29-06, 03:52 PM

What I learn from a thread like this, is that I should not upgrade this way, it's a real hassle to order and to expect great service this way, :nono:
I think the best thing I can do is just go to a local place where they sale Dish Net and have service, buy the new stuff there and let them do all the installation work, just the way I did it when I first bought the Dish :rolleyes:

bavaria72

03-29-06, 04:19 PM

Well I have not had any problems at all. Polite and quick to resolve any problems.

Fifty Caliber

03-29-06, 04:30 PM

When I called to upgrade to Dish 1000, I had no problems and found the CSR to be very helpful and well informed.

diospyros

03-29-06, 04:42 PM

No real horror story, but had to play CSR roulette to get 622 changed from AT120+HD+Voom to Dish Silver.

1st was a very professional Indian woman who nevertheless insisted that I must replace my two Dish500s with a Dish1000 because 110,119,61.5 are not enough for Silver.

Second was a professional and friendly young woman in Tech Support who enthusiatically wished to help, but who nevertheless refused becaused she repeatedly insisted that AT120+HD+Voom was exactly the same thing as Dish Silver. (I think phone lines to India were down and I got switched to an American tech. Her information was still wrong.)

3rd call was successful, but sounded like a very cranky Truman Capote who could have gone off a any instant and I was very glad to get it done and get off the phone with him.

Still, in my experience, Dish CSRs are more competant overall than Directv's, which is the reason I switched to Dish in the first place.

I am appreciative of the people on this forum who have educated me about E* and satellite TV in general. Really, I would never have known the difference between AT120+HD+Voom and Dish Silver otherwise. In fact probably wouldn't even be aware of the existence of the VIP622. Thank you all very much.

TNGTony

03-29-06, 05:24 PM

Up until this year, my CSR encounters have been at least pleasant. I will continue to say that the Tech support people are EXCELLENT.

However the last couple of CSR experiences have been just horrendous! When I went to add the Dish Latino Bonus Pack, it took 8 calls and 7 days before I got the package. The first three CSRs I talked to were absolutely clueless. they had no idea what I was talking about and their English comprehention was even poorer making communication nearly impossible.

I don't think anyone can convince me that the savings in labor costs to the company makes up for the damage in good will and customer satisfaction when you can at least UNDERSTAND the CSR!

See ya
Tony

Stewart Vernon

03-29-06, 05:28 PM

Something to keep in mind when trying to blame "foreigners" for poor technical support.

1. The company, a US company I might add, is choosing to outsource the support... so if the company chooses an inferior support group OR does not properly train/instruct them then the blame lies on the company!

2. Employees in the US do not, by default, give better support than someone from (in) another country. People who know their job and care about their job do better... but finding people who care and want to work is difficult... hence the outsourcing!

Not liking the problems... but remembering that it isn't like US citizens are well-informed and lining up for these jobs either!

Kricket

03-29-06, 05:45 PM

oh i hope no one gets me wrong and thinks im bashing foreigners in anyway - im the first generation of my family to be born here - i LIVE with foreigners! :D

HOWEVER - my parents REALLY struggled and worked their butts off to be where they are today - the people that i call at dish network could care less and dont even bother to listen to my problem let alone help me - it seems like anytime i try to speak and explain - im cut off by some incompetent csr who says the EXACT same sentence over and over (verbatim) - its clear that these people were not properly trained and just read from some forms in front of them...

again - in the last 35 days, ive spoken to over 10 csr's - and only 2 of them were really able to help me - thats just unacceptable (all i wanted was a friggin tracking number for a unit i had paid for WEEKS before! - JUST a tracking number!)

the TECH support on the other hand - WONDERFUL!

its just sad when you hear a story like diospyros's - there is a patient person who has to call 3 different people to do a seemingly simple task (im sure they just have to change a few codes in the computer to add new programming) and doesnt even consider that a "horror" story

imagine if it was someone less informed and they actually had to wait the month or so it takes to get a tech out so that they could install a dish 1000 (which isnt even necessarry in that case) - im willing to bet that wouldnt be a free service call either

diospyros knew that the rep was misinformed so opted not to get the install - but imagine how many people dont come to boards like this to get informed about the technical aspect - those people are getting duped everyday by completely clueless csr's

TNGTony

03-29-06, 06:05 PM

The problem is not with Fer-ners... the problem is with UNDERSTANDING them!

I am not blaming the CSR for attempting to do his job. Blame is not what is being discussed here. The actual RESULTS are what matters. CSRs that cannot be understood by the customer are automatically BAD CSRs because they cannot be effective in servicing the customer. That is unless the word servicing is being used on the breeding sense.

An untrained CSR that cannot answer two simple questions in a row without puttin you on hold for 10 minutes is a BAD CSR no matter what their primary language because they are ineffective at servicing the customer.

A handcuffed CSR (one that is not allowed to help for whatever reason without reading a script) is a BAD CSR for the same reason.

You can have a CSR who is a bright and intelligent individual. But if they cannot correctly satisfy the customers' reasonable requests in a timely fashion, that person is a BAD CSR.

See ya
Tony

Opynion

03-29-06, 06:11 PM

At first I didn't know they were in India, :( I thought that the CSR was just an Italian that didn't speak English very well, :) I was trying to guess what that person was saying, :rolleyes: and now I don't even remember why I called ;)

Kricket

03-29-06, 10:21 PM

ha! my saga continues! i absolutely CANNOT believe this!

i just called AGAIN to get a tracking number for my replacement receiver - this time i decided not to waste my time and went straight to tech support - he gave me a tracking number and ups states that the package is 13 pounds - so im assuming its the 622 (although the last one i got weighed 17 pounds - im guessing this is going to be JUST the receiver itself so i wont worry til it gets here)

anyway - that was a good thing - i next asked him if i could simply upgrade my package to the hd silver (as i now have hd bronze) - he said "sure no problem" - he did something in his computer and then came back and said "oh, by the way, this is going to push back your install date" - "why?" i ask - "because thats what the system does"

so now i have a receiver that resets in the middle of EVERY show i attempt to record (making this thing completely useless to me) and now i have to wait ANOTHER week for my install (it moved from 4/2 to 4/8)

ON TOP OF THAT - he says "oh yeah, and this package upgrade will not take place until the work order has been complete" - again i ask "why?" - "well you dont have the correct dish to even get the new hd channels" - so i then explain that i DO have the 61.5 dish and im getting all of the new channels sans the hd locals - he replies "well, im not sure why that is then - but youll have to wait for the work order to complete"

so now i have to wait another week for the install - and another week just to upgrade my programming

another thing that has me worried is that the last rep told me they were sending me a dp44 because the "installer probably wont bring it even if i put it on the work order" - this guy tells me that this tech is going to bring it - i informed him that i should have a dp44 ordered (i was told it was being sent via overnite shipping) - he says, "no, the tech will bring it"

dish network has now surpassed dell in the worst customer service category in my book - F-

normang

03-29-06, 10:27 PM

Language issues aside, as Tony said, a CSR should be trained enough to deal with most issues and if they do have to check something, should take about a minute and if not, come back online and find a alternative means of resolving the issue depending on whether its a promotional order or a technical issue. They should be allowed to call the customer back after getting the needed information and do it within a pre-determined amount of time.

Also, while there is this saying, "the customer is always right", well, unfortunately, they are not, and in some cases I've seen myself, a customer has caused his own problems and then escalates the problem with emotions that don't get the problem fixed, but merely make things worse..

I can even blame these forums, the right answer maybe posted here somewhere, but it gets losts among a slew of incorrect answers or sort of close answers, and when the customer calls Dish with a "preconception" of what to expect, and then doesn't get the answer he expects because he "saw it on the forums", then the customer service experience can go right down hill again..

John W

03-29-06, 10:35 PM

Believe I've posted this before, but, obviously it needs to be repeated if wily old veterans haven't caught on yet.If you work your way through the prompts on the Dish phone system, as though you had a technical problem requiring human help, THAT person can handle an order of any kind.Has worked for me.

Opynion

03-30-06, 02:48 AM

this is going to push back your install date" - "why?" i ask - "because thats what the system does"

so now i have a receiver that resets in the middle of EVERY show i attempt to record (making this thing completely useless to me) and now i have to wait ANOTHER week for my install (it moved from 4/2 to 4/8)

so now i have to wait another week for the install - and another week just to upgrade my programming

another thing that has me worried is that the last rep told me they were sending me a dp44 because the "installer probably wont bring it even if i put it on the work order" - this guy tells me that this tech is going to bring it - i informed him that i should have a dp44 ordered (i was told it was being sent via overnite shipping) - he says, "no, the tech will bring it"

I wonder if this also happens with the competition/D
maybe there will be less hassle and waiting when the Telecos install their video services with a la carte, if so, it will be the best option, :rolleyes:
when the guy installed my Dish, he didn't bring the cable and he didn't even installed the dish pointing to the right satelites, I started missing some channels, I have to move the dish to the sides from time to time.

jmsteffen

03-30-06, 04:06 AM

Another language issue is the "accent barrier". Twice, I've had to terminate calls because I couldn't understand the CSR. I kept saying "excuse me, could you please repeat that". I ended the conversations by saying that I would call back later. It's kind of embarrasing for both parties. They seem ok unless they have to go "off script". Then language and accents become an issue.

Folks, remember that it's a competitive world and we are the consumers that DEMAND the best deals and lowest prices. Perhaps we ought to run a poll and ask how many people would be willing to pay an extra $5-$10 / month for well trained, US CSR's. (Dish probably did and found out that more people were interested in price than service).

There's an old sales adage that goes like this: [salesperson] "I can give you the lowest price, quickest delivery, and great customer service... but, I can only give you two out of three at the same time. So, choose two."

guess which one loses?

Stalky14

03-30-06, 08:49 AM

anyway - that was a good thing - i next asked him if i could simply upgrade my package to the hd silver (as i now have hd bronze) - he said "sure no problem" - he did something in his computer and then came back and said "oh, by the way, this is going to push back your install date" - "why?" i ask - "because thats what the system does"

I've read of this before many times. Dish's system only allows one open work order at a time per customer, so if you have a pending install (for example), you can't even add a channel or do anything without expunging the previous order. For installs this puts you at the back of the queue again, even though the install and the channel add have nothing to do with each other in terms of what's happening or who's doing the work. Stupid system, and it's been like that for years.

BIGBALDITO

03-30-06, 11:42 AM

CSR roulette is the name of the game. Hit and miss out of about 40 Csrs I have talked to 4 that acctually know what they are talking about.
A for the Csrs in India, language barrier is a small problem to me but the amount of training these people have got is nothing.
Every time you ask a question they respond with please hold while they read there written answers. Its like they have no idea what or how the systems work. Its just not right to put people in that situation. No help for us and a waste of money for DN.

lifterguy

03-30-06, 12:08 PM

I agree - Dish first level customer service has definitely gone downhill. I've been a Dish customer for almost 8 years, and it had only been in the past 6 months that I have really noticed problems with CSR's who seem to have no clue what they are talking about. I just upgraded to a 622 and changed my programing package at the same time. My problems included:
-Mishandling my programming change.
-Telling me the installer would bring my receiver.
-Unable to provide a UPS tracking number when the install service told me the installer would not be bringing the receiver.
-Failed to remove both of my old receivers from my account.
-Failed to send boxes or return address labels for shipping my receivers back, even though I requested them on at least 2 separate calls.
My experience with upper level tech support has been good, but the mainline CSR's are awful. They seem to only be able to give stock answers and seem to have no access to any real time information that could let them know what is actually going on.

Opynion

03-30-06, 12:45 PM

want to upgrade?
get ready to be frustrated :rolleyes:

Opynion

03-30-06, 01:00 PM

The CSR's can't even change the new area code of a phone on their computers, my old area code was 915 and now that the phone company changed it to 432, the CSR didn't make the change when I told them about the change, I even wrote the area code change in my bill and still they didn't change it on their computer, every time I call I have to use the old area code to get premium channels or to remove them. :)

tdw

03-30-06, 06:50 PM

I must say I was shocked this evening when I called to change my programming, my phone call lasted less than 4 minutes (I checked my phone timer), and my change was accomplished. No misunderstanding this rep, must of been from the US. Probably the least amount of time I have been on anybody's CS lines in the past year.:hurah:

Fifty Caliber

03-30-06, 07:13 PM

Like anything else, we here all the people who complain about problems, however small or big, but we don't here about all the times it's gotten right.

Kricket

03-30-06, 07:15 PM

Like anything else, we here all the people who complain about problems, however small or big, but we don't here about all the times it's gotten right.

the problem is - ive been on the phone with dish over 10 times in the last month and have only gotten 1 person who seemed to solve at least one of my problems - and all of my problems are pretty darn BIG

and btw - that one person got a great review to the supervisor from me applauding his fantastic service (maybe i just jumped the gun because he did what every rep should do - he solved my problem)

EDIT - i THINK he solved one of my problems because hes sending me a replacement 622...who knows if thatll even solve the problem at all...

Kricket

04-12-06, 03:00 PM

heres just another update for those of you who care - i called up today just to confirm my install date for the 15th and - what do you know - there is NO INSTALL SCHEDULED! hurray - dish network does it again

luckily, after a few reps and a supervisor, im able to get my original install date again (well, technically, the third install date but at this point - who's counting?)

of course - the rep gave me a disclaimer "now when the installer gets there, he may look at what he needs to do and say something like 'well, you'll need another work order number - i can't help you' or something to that effect - if that happens, just tell him to call in - i put some notes into the system for you"

gee thanks - good to know that when the installer gets here, for some reason, he may not want to do the install at all

way to go dish

UTFAN

04-12-06, 05:13 PM

:thats: :thats:

With the level of broken english in that post, I expect anthonyi would have a great career as a DishNetwork CSR! :barf:

Those folks over in India might even be more literate!!:lol:

MSoper72

04-12-06, 05:24 PM

MSoper72

04-12-06, 05:29 PM

I called up to lower my programming package and I had an Indie person at first. He did not understand me at all. So, I got fed up and started playing games with him. I started asking him questions about programming packages; that I knew he would not have a clue to what I would be asking him. I did this till the CSR got ticked and hung up on me. :lol: I called back and another CSR answered and I said, I want to speak to your supervisor and what location am I calling into?! She replied, the El Paso location and may I ask to what reason that you need to speak to my supervisor? I said, really about time someone spoke English. :lol: She laughed and said, so may I help you? I said sure and asked her to lower my programming package; which she did to what I wanted it to be at. :) So I give this CSR an A+ :) I will give the Indie an F-, but for the :lol: he gave me a B- :lol:

Mike D-CO5

04-12-06, 06:51 PM

IF I want any kind of customer service with an AMERICAN voice , I choose the tech department . They help me with all my requests just fine and they never complain about having to help me. In fact I have had some long conversations about everything Dish and what new products are coming in the future, etc. If I try to talk to a regular csr and I get a foreign voice from India , Pakistan or what ever crappy country they are outsourcing to, I immediately hang up and dial again and talk to the tech department.

Keep the CSRS In the U.S.A. if you want good customer relations.:D

dlhuse

04-13-06, 09:14 AM

"We have reviewed your account and show that the earliest schedule available in your area is on Friday, April 24, 2006, 8am-12. "

This was cut'n pasted from an e-mail that I received from customer support. Does anyone see a problem? Like, Friday is the 21st?:lol:

So I guess my install is anytime from Friday at 8:00am to Monday at noon?:confused: :eek2:

westfield60

04-16-06, 11:45 AM

I don't think it's only India now. I recently wanted to upgrade to HD so I called the first time and spoke with someone who was clearly an American (Darren) and I even asked where he was based and he said Colorado. However he clearly lied and promised me two new receivers and two dishes for free with no charge monthly charge whatsoever. I found this to be highly doubtful and told him to record this offer onto my account and I would call back after doing some research.

When I called back I reached a woman with a heavy phillaphino accent. I asked for the offer that the first tech had offered and she told me that there was no such offer or no notes on my account. So I asked her what the offer was and now it was that I could get 1 receiver and install for $49. I told her that I was really unhappy that the first guy who was blatantly lying to me. She apologize profusely but could not comprehend why I was upset. I told her I would wait and sign up later.

About a week later after doing a lot of research myself (on the plans, receivers and packages) I decided to sign up. This time I had a guy with a heavy phillaphino accent who basically would not talk but just say "Yes" and "Thanks" I was the one who had to ask the questions (is there a monthly fee, is there a contract?, will the receiver have a HDMI connector, What is the price, are my locals in HD, what HD packages do you have?). Luckily I knew the answers myself since I had done the research prior but the guy did not volunteer any information. He just wanted to sign me up.

So overall, whether it is in India, the Philippines or in Colorado, Customer Service at Dish Network SUCKS.

dpd146

04-16-06, 10:00 PM

I just upgraded to to the 622, I think. I could only understand every third word but I think I got what I wanted, won't know for sure for 3 weeks when the installer is supposed to show up.

Outsourcing CSR is here to stay (unfortunatley). I wish E* would spend the money to upgrade the website and make it possible to upgrade on the site.

Chris Walker

04-17-06, 12:11 AM

The last 5 times I have called Dish over the past 2 months, I have spoken to someone fluent in English once, and amazingly enough, she was the most helpful! What a surprise

clayface1000

04-18-06, 12:09 AM

After being a customer for eight years, I finally cancelled. Dish missed three consecutive installation appointments and also refused to allow me to do a self-install to upgrade to a 622. This, despite the fact that I had already done the installation myself, explaining that I don't want anyone touching my property except me. I had already done the work for them!

Then, the CR gave me a BS answer as to why dual tuner receivers required a phone line plugged in. Of course, they were only to happy to let me not plug it in, provided I was willing to cough up an additional $5.

All these are issues that have been discussed on this forum and others ad nauseum. I was once one of Dish's biggest supporters and they lost me. Considering how many friends, family members and co-workers I turned onto their company and how many installations I personal did for them (free of charge!), how they turned me against them is really sad and just plain stupid on their part.

westfield60

04-18-06, 10:35 AM

ronfelder

04-18-06, 03:17 PM

I just used the technical csr last Friday and have nothing but praise in how they handled the call and in reslving the problem. In fact I don't think i've ever had a bad experience with a csr.

Ron

Kricket

04-18-06, 03:26 PM

wow - i just realized that out of 115 people that have recently called in for customer service - 76 of them deem it HORRIBLE!

thats just unacceptable - this means that if you call into customer service - there is almost a SEVENTY PERCENT chance that youll be dissatisfied

:eek2:

Greg Mueller

04-18-06, 04:31 PM

Dish Network has given me the worst customer service I have ever gotten from any company anywhere for anything.

CABill

04-18-06, 04:59 PM

thats just unacceptable - this means that if you call into customer service - there is almost a SEVENTY PERCENT chance that youll be dissatisfied

:eek2:

It only means that 70% of the people that bothered with the poll were dissatisfied. I didn't vote. My choices were pretty extreme in the poll. If I had a milder negative, I would have picked it. I gave a 501 to a neighbor and it took 45 minutes to get it activated. The receiver had been released from my account last summer, but the CSR just wasn't able to activate it on another account, no matter what she tried. Eventually, she went to ERT and they broke the link to my account that prevented her from adding it to another one. The service was bad, but the CSR wasn't. Certainly not ABSOLUTELY HORRIBLE.

rustamust

04-18-06, 05:16 PM

Sure am glad I am in the 30%. I must be very lucky as I can not remember ever having talked to a bad CSR and that includes Asians as well. Thats over a period 7 years. However my fingers are crossed.

Mike

fparkin

04-18-06, 07:12 PM

Only Problem i Have Is When I Change My Programing They Never Get It Write

Kricket

04-18-06, 07:23 PM

It only means that 70% of the people that bothered with the poll were dissatisfied. I didn't vote. My choices were pretty extreme in the poll. If I had a milder negative, I would have picked it. I gave a 501 to a neighbor and it took 45 minutes to get it activated. The receiver had been released from my account last summer, but the CSR just wasn't able to activate it on another account, no matter what she tried. Eventually, she went to ERT and they broke the link to my account that prevented her from adding it to another one. The service was bad, but the CSR wasn't. Certainly not ABSOLUTELY HORRIBLE.

so if there were only 2 options regarding recent customer service experiences:

- good
- bad

you would have voted bad? that would just add to the number of people who vote for the negative because it was less extreme - thats not a bad idea - i should have done that and it would have illustrated the point further...

wkomorow

04-18-06, 08:40 PM

Several years ago as Dish was expanding, I remember watching Mr. Ergen and noting how proud he was that he was bringing call centers to various areas in the US and providing work and an inflow into the local economies. My latest experiences with the foreign call centers have been surreal. I don't care how cheap it is, in the long run having customers call over and over to resolve the same problem must be costing both money and customer patience. In one of my calls, I tried to have CBS-HD turned on and the CSR never heard of CBS.

I am also very concerned about providing financial information to a call center outside the US. I don't care how many precautions are taken, once the information gets to foreign soil, US protection laws do not apply.