Dish Customer service ... dumb and dumber?

[DishPayingBetaTester]

...

[robert koerner]

UPS drivers are tracked for how many delivers they make on their route. It is faster for them to drop the package in your driveway, or if it makes it to your door, not to ring the doorbell.

If anything is sent to me via OOOOOPS!, I always ask the shipping label include directions for the driver to ring the doorbell. It seems silly to have to do that. But, that is the way it is.

It also seems silly that speedometers do not have to be accurate; but there is no law that they have to be. I found out the hard way that all speedometers on BMW K1200LT motorcycles, by design, read about 10% faster than actual speed.

My first reaction is that someone from Dish called you back!

At least this wasn't your only receiver.

There are many areas where Dish can improve customer service. Many times I pity the CSRs. They are stuck within the Dish system. Many times they would like to do more, but they simply aren't provided better information, or the means to do more.

[harsh]

How can DirecTV (the devil I don't know) or Comcast (clearly the worst of the worst TV programming provider) be any worse than Dish has been in this instance?Comcast wouldn't have allowed you to purchase an STB in the first place. DirecTV makes it nearly impossible (and if you don't go through hoops, they'll charge you a lease fee anyway).

As for the missed shipments, it kinda looks like you stepped on your own toes there.

I would expect the following as a DHPP subscriber:

1. Receiver goes V'ger
2. Call and ask for a replacement
3. Wait a few days for ground service
4. Return goofy receiver in old box using prepaid "call tag"

If the replacement was also goofy, I'd expect to send it back on a cross-ship basis (you show me your tracking number and I'll show you mine between steps three and four.

I suppose it is different with me as I can go a whole two (maybe three) nights without satellite TV. You even have a "backup" receiver!

[harsh]

And what makes you think the UPS driver will bother to read the shipping label?If you ship something with a "Adult Signature Required" label on it, you can pretty much bet that they won't leave it in the rain. This service costs about $3.25 through UPS. The "Signature Required" label is $2.25.

On "resi" (residential) deliveries, these kinds of services are a must with equipment like this.

[Jason Nipp]

I have never had a problem EODN couldn't resolve, so hearing this surprises me very much.

Not sure I have ever seen Dish ship me anything by any other carrier than FedEx in my 8 years, though I am sure they use multiple carriers just as any other business. Either way UPS has to be accountable for not bringing it to th door, there is no way Dish is responsible for another companies actions. This also surprises me since yes I have had equipment left outside, but when the drivers in my area drop something at my door they put it into a plastic bag to protect it from rain.

Was your gate locked or do you have a dog that runs the yard? Not that this gives an excuse for leaving it in the rain.

[sNEIRBO]

That is a HORRIBLE experience with both E* and UPS. Two companies I have to say I have been very impressed with for their product, but their customer service has gone to hell in the past 6 months or so. E* needs to learn that Products and Price will pull customers in, but GREAT Service will keep them!

Just out of curiosity, do you think we were talking to overseas customer service?? The last time I called E* customer service I could barely understand the operator or the supervisor I asked to talk to. I got so frustrated I hung up on the supervisor and called back. The third operator was easier to understand but was dumber than a box of rocks. When I asked her what country she was in, she said she was in "Pennsylvania PA USA". I asked her what "PA" stood for and she told me "Pittsburgh". I started laughing at her. I told her I grew up in Pittsburgh, and asked where her office was - she didn't know. I asked her if she drove to work that morning - yes. What kind of car - she didn't know. Which roads she took - she didn't know. Here was the kicker that made my night . . . I asked her if she could see the ocean from her office . . . she says . . . "Yes I have a very beautiful view of the ocean from my office." All I could manage to say to her threw my laughter was "That must be one incredibly tall building to be able to see the ocean from Pittsburgh PA . . . I mean Pennsylvania PA USA!"

If you get the chance, watch the "Outsourcing" episode of "30 Days" on F/X. It will open your eyes to what a scam big companies are pulling not only consumers and workers in the US but the people the employ in India as well.

[robert koerner]

"And what makes you think the UPS driver will bother to read the shipping label?"

"..I always ask the shipping label include directions for the driver to ring the doorbell.."

We have mixed tenses here; you are in the future.

When the label asks the driver to ring the doorbell, they bring the package to the door, and ring the doorbell.

Lazy drivers don't last long at UPS.

Believe what you like.

Twice, I've shipped back two replacement 510s, taped together, that Dish sent tome.

"Dish Executive Resolution team" is only a title for some CSRs, just like the brand name "Vine Ripened Tomatoes".

One of their Executive CSRs told me the reason why all of the 510s I've had here, crash under the exact same circumstances, was because I was hitting two buttons on the remote, when I remarked that it was more likely that a software problem crashed all the 510s I've had here, he launched into a tirade about how receivers can not crash. I asked him what two buttons to hit on my receiver to make it mal-function, and we wound up in a debate about how to verify his theory that the my operation of the 510s made them mal-function.

As far as I could tell, the Executive CSRs did not have more capability than a normal CSR manager.

All of the replacement units Dish has sent were in plastic bags. The first unit Dish sent to you might have been fine. Moisture, by itself, doesn't harm electronics (no more paper inside the boxes), unless you try turning it on before the unit dries out.

I solved my 510 malfunctions by buying a 522--end of problems. No more wasted time on the phone asking Dish for a reliable 510, and getting ridiculous excuses/answers.

[DJ Lon]

If you ship something with a "Adult Signature Required" label on it, you can pretty much bet that they won't leave it in the rain. This service costs about $3.25 through UPS. The "Signature Required" label is $2.25.

On "resi" (residential) deliveries, these kinds of services are a must with equipment like this.

That's not true. A few weeks go I ordered some personal documents which required my signature (and I paid the fee) and while I was at work the UPS driver left the package at my door.

[Olevia37HD]

That's not true. A few weeks go I ordered some personal documents which required my signature (and I paid the fee) and while I was at work the UPS driver left the package at my door.


The first 721 was soaked completely after sitting out in a class 5 thunderstorm. Not wanting to take any responsibility for its condition I decided it was prudent to refuse delivery.

How about we soak a Dish received until the box is soft and plug it in at your house? Would you like to plug it in or maybe your wife or one of your kids? Better safe then dead.

If you wanted to eat the investment you made in your 510 and buy a 522 to replace it that was your choice. I choose for Dish to honor the warranty I pay for and deliver me a working 721 or equivalent receiver that I will OWN.

DishPayingBetaTester
NOT a novice in electronics
I agree PUS company is the worst!!! So my gloden rule for anything delieved to my house if I didn't sign for it I didn't get it.
I've had the most problems with PUS everything from deliveries not being on time to a box of new cellphones that got water soaked somewhere in shipping. Also try collecting from the SOBs. The cellphones took well over a year and they paid less then what it was insured for!!!! So I say PUCKEM cause the will do it to you!!!
Also if you want a good read about PUS try this (http://www.start-selling-online.com/say-no-to-UPS.htm).

[James Long]

FedEx isn't perfect - I have had far more problems with FedEx than UPS or USPS. UPS is better in my neighborhood although they have had their bad days. When they do have a bad day I make sure that they know about it so they can address the issue with the drivers and staff involved. Blind "they suck" comments on the internet doesn't help find the problem people within the organization.

I follow package tracking information when I get it. On several occasions I have been waiting for a package and checking the tracking hourly online - seeing that it is "out for delivery". Then watching "out for delivery" change to "customer not home" (or whatever their wording is) on FedEx starts a sinking feeling. I was home but the FexEx driver was too lazy or too far behind on his route to come to my door. Someone got an earful that day (so they know what driver it was) but sad to say that FedEx is still #1 in undelivered packages.

The only good thing I can say about FedEx is that you can pick up undelivered packages on the same day at their customer desk - which happens to be 25 miles from my house, but at least I can get it today. If they refuse to deliver or have a lazy driver I know I can make the trip and get my package. It may cost me $5-$10 in gas and an hour of my life, but I don't have to wait until tomorrow. Unfortunately I have made that trip several times when a FedEx driver didn't deliver.

UPS's counter is in town ... only 2-3 miles away ... but due to their sorting methods you can't pick up the package today. You can ask them to hold it at the counter tomorrow - and if you ask early enough you might get it tomorrow morning - but rarely can you get an undelivered package today. Fortunately this has not been a problem as UPS *DELIVERS* the package. And my local driver does a good job. (His vacation fill ins are another story - If I have a bad experience it is always when Randy is on vacation.) I work about a mile from home and my driver knows it ... both locations are on the same route. If I get something that is signature required that he cannot leave on my porch he brings it to my workplace and I sign for it there. I call that service.

USPS - Don't send things signature required. The only way for me to get those is to drive four miles (each way) before the post office closes. They close earlier than UPS and FedEx so it is often "the next day". (It appears I can sign the little card and leave it for my mailman and get the package delivered "the day after" - but I don't buy things and want to wait.) Non signature items are delivered fine. I find them right next to my UPS packages by the door with the FedEx call stickers that they left.

Mark it down to regional differences. Here UPS is fine and FedEx sucks.

[TBoneit]

Gotta go along with James on this one, Fedex stinks, I really hate that 20 mile drive to their terminal becaus ethe driver couldn't be bothered to open teh screen door and ring the doorbell. I speculate the driver(s) just stop at the curb and run to the door with the missed delivery sticker to save time. My suspicion is that the local driver for my area has a certain quota of premade missed delivery tickets to improve the ontime report.

UPS Never a problem.

Enuff said.

[harsh]

How did I step on my own toes?In at least one case, you said that shipment was delayed because someone at Dish Network updated shipment information near or after the deadline due to a subsequent contact on your part.

[harsh]

I can only speak intelligently regarding UPS and FedEx in my specific experience in my specific area ...For my part, I'd have to agree with your experiences. While I've never had an issue with a UPS A.R.S. tag, I've had a few shipments which left a brown stain on my reputation.

FedEx is a much tighter ship and they don't think (or charge) twice about Saturday delivery.

[James Long]

I went with father in law's and took a 30 minute trip with him to his nearest FedEx location to send some material that HAD to go out that day. It was all excuses from this FedEx owned center - all reasons why they couldn't take three boxes and get them on their way today. This to a customer who would have preached the "brown is bad" mantra because of previous experiences. Now, FedEx is just as bad in his mind.

Poor service is very noticable. Be glad that at least one of your carriers is good in your area. And use that carrier.

[James Long]

Newer receivers (read: ViP-211 and ViP-622 DVR) are more clear in the steps needed to install. They force a checkswitch and reception of satellite before downloading the current software version and are clear in what they are doing. (They actually ship with a special software that is very limited and requires the downloads.) Just one of the many improvements that have been made since the 721.

Good to hear that you are back on satellite service, and that in the end UPS delivered. I hope that it doesn't annoy you every time you look at your unit to think "that came UPS". Hey, maybe this one will fry and you can blame it on them! :D

Just kidding. But I am glad to see you have a working unit.

[James Long]

When I sell my Dish stuff I'm gone.I had that feeling. :rolleyes:

[James Long]

In case this thread no longer makes sense to you, the originator decided to delete all of his posts then asked for his account to be closed.