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Guest Message by DevFuse

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DISH Tech guaranteed something and it didn't work. Now what?


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8 replies to this topic

#1 OFFLINE   dmspen

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Posted 22 October 2012 - 01:54 PM

I recently had an issue where ALL my non-PTAT schedule was listed as 'Info Not Available'.

After talking to DISH tech support and their solutions not fixing the problem, I was transferred to Advanced Tech Support.

This fellow 'Guaranteed' that his solution would work. It didn't work, of course, and I have to wonder what the guarantee involves? Does his 'guarantee' obligate DISH legally as he is their rep?

He also hung up before the fix could be implemented. It was setting a new timer to go off in 15 minutes. Since it was guaranteed to work he didn't stay on the line.

So what does his 'guarantee' involve? Nothing much as far as I can see?

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#2 OFFLINE   patmurphey

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Posted 22 October 2012 - 02:21 PM

Care to explain what?

Edit: I see you covered it in another thread.

#3 OFFLINE   P Smith

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Posted 22 October 2012 - 04:49 PM

you should ask the questions that time when you did grab his balls, mean before you signed work order... now it's too late; enjoy what you have now

#4 OFFLINE   Stewart Vernon

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Posted 22 October 2012 - 11:57 PM

Generally speaking... a guarantee means zilch unless there is a compensation attached.

So...

"I guarantee that will work" means absolutely nothing.

whereas:

"I guarantee that will work, or I will issue you a $10 credit on your bill" has some meaning attached.

Without compensation, a guarantee is empty.

-- Respect the S.H.I.E.L.D.


#5 OFFLINE   Inkosaurus

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Posted 23 October 2012 - 12:49 AM

I recently had an issue where ALL my non-PTAT schedule was listed as 'Info Not Available'.

After talking to DISH tech support and their solutions not fixing the problem, I was transferred to Advanced Tech Support.

This fellow 'Guaranteed' that his solution would work. It didn't work, of course, and I have to wonder what the guarantee involves? Does his 'guarantee' obligate DISH legally as he is their rep?

He also hung up before the fix could be implemented. It was setting a new timer to go off in 15 minutes. Since it was guaranteed to work he didn't stay on the line.

So what does his 'guarantee' involve? Nothing much as far as I can see?


All that "Guarantee" actually guaranteed was preventing that CSR's average handle time from being ruined lol.

#6 OFFLINE   dmspen

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Posted 23 October 2012 - 08:49 AM

In this whole transaction with DISH tech support and Advanced Tech support, I was completely underwhelmed at their knowledge of the system. Even if they were reading from a script, the troubleshooting steps were minor.

You would hope they would at least write a software trouble report or something. The first thing they did was try to blame me. They asked what changes I had made to the system that might have caused the problem. <sigh>. Who writes their scripts anyway?

All in all they were very sorry for the incovenience. Next time I'll challenge the guarantee.

#7 OFFLINE   Ray C@DISH Network

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Posted 23 October 2012 - 09:02 AM

I apologize the problem was not resolved. Please provide me details of the issue so I can assist you further. Please let me know. Thanks.

In this whole transaction with DISH tech support and Advanced Tech support, I was completely underwhelmed at their knowledge of the system. Even if they were reading from a script, the troubleshooting steps were minor.

You would hope they would at least write a software trouble report or something. The first thing they did was try to blame me. They asked what changes I had made to the system that might have caused the problem. <sigh>. Who writes their scripts anyway?

All in all they were very sorry for the incovenience. Next time I'll challenge the guarantee.



#8 OFFLINE   Inkosaurus

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Posted 23 October 2012 - 09:52 AM

All in all they were very sorry for the incovenience. Next time I'll challenge the guarantee.

lolwat.

Who writes their scripts anyway

Generally the people who engineer the receivers assist in the troubleshooting scripts. :P

In this whole transaction with DISH tech support and Advanced Tech support, I was completely underwhelmed at their knowledge of the system. Even if they were reading from a script, the troubleshooting steps were minor.


What do you expect them to do over the phone?
All there really is to do is , hard reset, check switch, check most of the cabling. Thats it.
You can have a rocket scientist on the other end of the phone but thats not going to change physical limitations, nor ensure 100% success rate on trouble shooting.

You would hope they would at least write a software trouble report or something. The first thing they did was try to blame me. They asked what changes I had made to the system that might have caused the problem. <sigh>. Who writes their scripts anyway?


They werent insinuating that you broke it by asking what you changed recently. Its just the most logical question to ask based on years worth of statistics proving that customers are usually at fault.

What if you did change something recently? Like for instance, lets say your IR remote suddenly stopped working due to IR interference and you recently bought a new TV set (probably LED or LCD). The agent can get on the right track to solving that issue right out of the gate by asking whats changed recently in your house (the new tv).

You may think its silly for them to ask those questions but given the limitations and given the statistics its entirely logical to be asked something like that no matter how unnecessary you feel they may be.

#9 OFFLINE   lonerwulf

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Posted 11 November 2012 - 09:43 PM

As a tech I can say about 80% of my tc s are cust caused most wont admit to changing something because they think they ll have to pay more. Personally I don't care what or who caused it just tell me what u screwed up so I can fix it rather then troubleshoot entire system




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