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DISH Customer Service and Retention Useless....


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82 replies to this topic

#1 OFFLINE   sega_102

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Posted 26 January 2013 - 05:10 PM

After 3.5 years, bye bye dish.

I called Dish on Thursday and told them I was thinking about getting Direct TV and wanted to know if they had a similar deal.

I was offered a hopper with sling and 2 joeys for a little bit more than I am paying now. No upfront fees.... I called back about an hour later to confirm I would be getting the hopper with sling and was told I would.

Fast forward to today. The installer came and did about 30 minutes worth of work. He then went to get the Hopper and told me that the work order said it was just a hopper. He called Dish and they said the Hopper with Sling would be 200 dollars extra. I said no, they transfered me to Retention who told me they'd knock 100 dollars off the price. I still said no and they immediately canceled the work order. The poor installer didn't even get paid for the time he spent here.

I was going to sign a 2 year contract worth almost 2000 dollars and Dish wanted to argue with about 100 dollars.... What terrible customer service.

I guess I'll be calling DirecTV this week and calling Dish for the final time early this week.

Edit --

To clarify, I did not speak with the DIRT team. I got them confused. I spoke with Customer Retention.

Edited by sega_102, 26 January 2013 - 05:55 PM.


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#2 OFFLINE   P Smith

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Posted 26 January 2013 - 05:15 PM

sh!t happening all times with all companies ... beware !

#3 OFFLINE   damondlt

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Posted 26 January 2013 - 05:16 PM

Yep call Directv. Welcome aboard.

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#4 OFFLINE   lparsons21

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Posted 26 January 2013 - 05:25 PM

Yep, call DirecTV, but keep in mind they are no better or worse with existing customers in general. Both have issues that keep popping up.

Lloyd
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#5 OFFLINE   Bradrlz

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Posted 26 January 2013 - 05:27 PM

Agree Dish CSR are a complete waste

#6 OFFLINE   tampa8

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Posted 26 January 2013 - 05:28 PM

OR - you left the deal over just $100. Sometimes we stop thinking and just react. Looking at it when not in the situation, and because I do my homework, I would pay the $100 because that's how much better I like the Dish system and packages.

And beyond that, not sure I can believe your post, first it's your only post here, but more than that I have never heard of being "Transferred" to DIRT...

#7 OFFLINE   sega_102

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Posted 26 January 2013 - 05:36 PM

How am I losing anything? I'll be just as happy with DirecTV and the 2 year price is about the same.

And they asked me if I wanted transfered to retention because they couldn't do anything. I said yes. The installer was standing right there with me, but he couldn't do anything of course.

The main reason I wanted to stay with Dish is the 30 second skip. I like it better than D*'s but I just found out that I could change the 30 second skid to 30 second skip with DirecTV with a simple command.

#8 OFFLINE   damondlt

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Posted 26 January 2013 - 05:38 PM

How am I losing anything? I'll be just as happy with DirecTV and the 2 year price is about the same.

And they asked me if I wanted transfered to retention because they couldn't do anything. I said yes. The installer was standing right there with me, but he couldn't do anything of course.

The main reason I wanted to stay with Dish is the 30 second skip. I like it better than D*'s but I just found out that I could change the 30 second skid to 30 second skip with DirecTV with a simple command.

Yep, Sorry too much BS comes with Dish service.

I'll take a slightly worst HD DVR, and Stable programming anyday of the week.;)
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#9 OFFLINE   Inkosaurus

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Posted 26 January 2013 - 05:43 PM

I fail to see how DIRT is involved with them as they are an Internet Response Team on this forum and are not an actual department you can speak to nor be transferred to over the phone.

I also fail to see how a contract thats worth 200$ is suddenly worth 2000$ (as you put it).
Even with all the equipment value tallied up its no where near 2 grand.

#10 OFFLINE   damondlt

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Posted 26 January 2013 - 05:45 PM

I also fail to see how a contract thats worth 200$ is suddenly worth 2000$ (as you put it).
Even with all the equipment value tallied up its no where near 2 grand.

Really?
What does Dish all of a sudden provide free monthly programming now?:rolleyes:

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#11 OFFLINE   bobukcat

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Posted 26 January 2013 - 05:51 PM

Sorry you had a bad experience but don't be surprised if you end up in the same boat when you want to upgrade with D* next time. And don't confuse retention department with DiRT who I believe are Internet focused resources. I will say though that my experience with E*'s CSRs and definitely the DiRT people here have always been much better than most other companies, but of course I'm better educated than many people about a lot of this stuff thanks to this forum

#12 OFFLINE   sega_102

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Posted 26 January 2013 - 05:57 PM

I fail to see how DIRT is involved with them as they are an Internet Response Team on this forum and are not an actual department you can speak to nor be transferred to over the phone.

I also fail to see how a contract thats worth 200$ is suddenly worth 2000$ (as you put it).
Even with all the equipment value tallied up its no where near 2 grand.


Let's see $85 per month x 24 month contract = $2040. I know this isn't complete profit, but it's much more profit than $0 they will get when I switch.

The bottom line is, I was promised something, The technician showed up to my door with something else, and dish wouldn't resolve the issue.

#13 OFFLINE   sega_102

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Posted 26 January 2013 - 05:58 PM

Sorry you had a bad experience but don't be surprised if you end up in the same boat when you want to upgrade with D* next time. And don't confuse retention department with DiRT who I believe are Internet focused resources. I will say though that my experience with E*'s CSRs and definitely the DiRT people here have always been much better than most other companies, but of course I'm better educated than many people about a lot of this stuff thanks to this forum


I've had no problem with the up to this point. I even used Dish Mover with 0 problems.

#14 OFFLINE   Inkosaurus

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Posted 26 January 2013 - 07:06 PM

Really?
What does Dish all of a sudden provide free monthly programming now?:rolleyes:


Fair enough :lol:

#15 OFFLINE   James Long

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Posted 26 January 2013 - 07:31 PM

Let's see $85 per month x 24 month contract = $2040. I know this isn't complete profit, but it's much more profit than $0 they will get when I switch.

On average DISH normally clears around $5 per month per subscriber. Sure, you cost them money by cancelling the install after some work was completed - but the profit is more like $120 ... and they only make that if you stay the full two years (hence the penalty for early termination).


The bottom line is, I was promised something, The technician showed up to my door with something else, and dish wouldn't resolve the issue.

I'm sorry you were disappointed. I hope you enjoy your service with whatever provider you end up using.

#16 OFFLINE   CheriT @ DISH Network

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Posted 27 January 2013 - 07:35 AM

Hi, I am very sorry for the issue that you have experienced with our service. I can understand how frustrating this is for you. I'd be happy to review your account and see what I can do to assist you. Can you please send me a PM with your account number or phone number on the account? Thanks!
Cheri Torres
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Cheri.Torres@Dish.com

#17 OFFLINE   damondlt

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Posted 27 January 2013 - 07:51 AM

On average DISH normally clears around $5 per month per subscriber. Sure, you cost them money by cancelling the install after some work was completed - but the profit is more like $120 ... and they only make that if you stay the full two years (hence the penalty for early termination).


.

Sorry don't buy that! Back up that statement.:nono:


Dish wanted me too pay $212 on a 2 hopper 4 joey system including tax.
For the pack I wanted, and monthly fees Total price per month was $169
OK first 3 months was only discounted $75 (30 in rebates and 45 in premium rebates)
Then From Month 4-12 it cost me $140 per month

Month 13-24 $169 per month

So out of total programming and upfront fees of $3800 if I full fill my contract
Dish only makes $120. :hurah::hurah:

Even if I canceled after the first month, they would have still gotton the $212 I paid upfront and gotton all their receivers back as well as the $480 ETF
that $692 for sending out a tech dropping a dish and some coax.:rolleyes:

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#18 OFFLINE   damondlt

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Posted 27 January 2013 - 07:54 AM

Fair enough :lol:

Just saying. :lol::D

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Arris Touchstone DG1660

Dream 60 Mbps down 3 Mbps up.

 


#19 OFFLINE   sega_102

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Posted 27 January 2013 - 09:41 AM

Hi, I am very sorry for the issue that you have experienced with our service. I can understand how frustrating this is for you. I'd be happy to review your account and see what I can do to assist you. Can you please send me a PM with your account number or phone number on the account? Thanks!


I sent you a PM .

#20 OFFLINE   Paul Secic

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Posted 27 January 2013 - 11:07 AM

Yep, call DirecTV, but keep in mind they are no better or worse with existing customers in general. Both have issues that keep popping up.


Welcome back!

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#21 OFFLINE   James Long

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Posted 27 January 2013 - 11:11 AM

On average DISH normally clears around $5 per month per subscriber.

Sorry don't buy that! Back up that statement.:nono:

Profit divided by months divided by subscribers.
For 2Q 12* that would be $226 million divided by 14.06 million divided by 3.
$5.35 per month per subscriber.

(3Q 12 was the only quarter DISH posted a loss since 2003, so I skipped that for the math. 2010 was a abnormal year, but the averages for 2009 $5.81, 2008 $3.76, 2007 $5.50, 2006 $4.57, 2005 $3.87 - DISH does not make much on a per month per subscriber basis.)

Totaling up what it would cost YOU to have DISH for two years does not reflect what it would cost DISH to have you for two years. Take away the average cost of having customers (running the company, paying the channel providers, etc) and there is not a lot of margin.

#22 OFFLINE   lparsons21

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Posted 27 January 2013 - 11:39 AM

Welcome back!


?? I'm with Dish now, just switched last week.

Aren't you still with D*??

EDIT: Duh! I read your sig and it didn't connect! :)

and thanks.

Lloyd
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#23 OFFLINE   Rduce

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Posted 27 January 2013 - 03:18 PM

I fail to understand why some folks have so many problems dealing with Dish. I have been with Dish for 10 years this summer and the few, perhaps three times, I have had an issue, be it technical or administrative, and I have had the problem resolved relatively effortlessly on my part with a single phone call, chat or DIRT contact.

I am mystified by the constant complaints and numerous equipment failures a few people seem to have continually. It makes me feel I am one lucky SOB or some folk’s expectations are far too high to be met. Now, do not ask me about trying to deal with AT&T or Charter Cable, because I can have an entire manifesto about those companies service and methodology, yet their CSR’s were always very understanding and did all they could to resolve issues never promising what they could not deliver.

To be honest, I recently did research switching to Direct, because the thought of a 5-tuner receiver intrigued me. However, once the costs were projected out over 24 months, I saw no savings at all. In fact it would cost me more even with the promotion than I am currently paying even with the recent price increases. Besides, if you take the time to read the Direct forums it is like looking into a mirror. They have their share of fan boys, malcontents and equipment issues just as much as Dish.

I just upgraded to a VIP 922 receiver from a 722K, which handles my family room HD set, a small bedroom set, and that is more than adequate for my viewing needs. With the OTA mod installed, I can record 4 streams and am very pleased.

My trusty 722K now sits at the ready should it ever need to be called to service once again. Although, I have never had any problems with equipment failures with any receiver, with the exception of a lightening strike in a neighboring tree taking out a DSL modem and the modems of a 722 and 211 4 years ago. That problem was found to be the DSL/Phone lines were not properly grounded and if they had been it is unlikely the lightening surge would have caused that damage.

It just amazing me that with my somewhat pernickety nature how completely pleased I am with my Dish service and others are found to be so outraged. Of course, I am considered a 5 star customer, so perhaps they treat us better than the conventional rabble.

#24 OFFLINE   James Long

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Posted 27 January 2013 - 05:25 PM

The only issue I have had with DISH was over OTA channels ... people all the way up to Executive Resolutions lying to me about how the guide data on DISH receivers is provided. Sorry - I know better, so don't lie to me. (And yes, I do know better - They were saying guide data was received OTA from each station by the receiver. The truth is DISH transmits guide data for OTA feeds and links the data to each station. I can show them the channels and EPG data in the satellite feeds that are used to provide the guide data - but the people I dealt with would rather believe their own lies.)

Now I have a receiver that does not receive OTA ... and I'm not going to pay for a module to get OTA until they can prove they fixed the guide data for my market.

#25 OFFLINE   P Smith

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Posted 27 January 2013 - 06:26 PM

Those people are just office clerks, no way they're know and (more then that) do understand the System Info tables streaming and its content.
You will need to find someone from related Dept, who are responsible to at least first level of the feed, perhaps in that dept what have a deal with TVGuide's owners.




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